Irrespective of the sector, both small-scale and large-scale enterprises need increased customer engagement to maximise revenue and sustainability in the market. The best way for customer engagement, customer retention promotion and data processing streamlining can be done with the help of an efficient call centre solution. The ultimate goal of installing and implementing a call centre solution is significantly improve the customer experience by understanding customer requirements. A professional call or contact centre solution allows businesses to manage their communication with customers mostly through telephony but also via various other channels such as live chat, email, messaging or social media.
There are various types of call centre solutions, such as inbound call centres, outbound call centres and cloud contact centre solutions. An inbound call centre typically deals with calls from customers seeking company agents’ advice or support to solve their issues and concerns. An outbound call centre is mainly utilised for sales, surveys and promotions, where agents give calls to potential or existing customers with the objective of customer retention or acquisition. The most popular type of call centre solution is the cloud contact centre solution which combines inbound and outbound services along with various cutting-edge features; the best part about cloud contact centres is that they can be operated from anywhere in the world.
It’s clear that a call centre solution is one of the conventional yet sophisticated and developed systems that help in communicating proficiently and seamlessly with the customers; however, it is also important to understand the various features that complement the call centre solution and makes it one of the best customer engagement tools.
Let’s look at a few of the many features in detail.
1. Interactive Voice Response (IVR) :–
The interactive voice response (IVR) is an automated, electronic business phone system that interacts with callers and gathers valuable data through their choices on the menu provided by the IVR through customisation. Customers can easily opt for various selections by pressing numbers on their keypads once they hear the automated recorded voice of the machine. The menu is normally provided after the IVR greets the customer and acts as a virtual receptionist for the company. The IVR software is a simple and intuitive method for communicating with customers.
2. Smart Call Routing :–
The smart call routing feature is considered a must-have tool as it helps synchronise incoming calls to the correct departments. This system is automatic and systematic as it handles the large call volume and helps to route or distribute calls to appropriate agents or departments within the company.
3. Real-Time Monitoring & Analysis :–
The call centre solution needs interactive tools to pace with today’s competitive market’s real-time dynamics and variables. To better understand where your company stands compared to its competitors, it’s important to monitor and analyse your metrics. Cloud telephony helps facilitate real-time monitoring and analysis in call centre solutions so that you can make data-driven changes to your workflow and enhance your team performance.
4. Omnichannel Communication System :–
Easy communication is the key to retaining customers and improving customer satisfaction. The omnichannel communication system in call centre solutions ensures information integration across various channels, which helps in maintaining consistency and an organised way of dealing with customers. All the communication done by the customer on any mode of communication is systematically integrated and stored to be used at subsequent times without the customer repeating the details again & again.
5. Business Tool Integrations :–
The business tools integrated into the call centre software help revamp customer satisfaction. The most common business tool integrations are the Customer Relationship Management (CRM) Tool, marketing software, e-commerce platforms, etc. The business tool integration assists in gathering all information into a centralised database that can be utilised further for sales, lead generation, promotion, etc.
6. Call Recording & Barging :–
The call recording and barging allow the monitoring of agents during calls and interactions with the customers to enhance the quality of call handling. The recording of calls helps in listening to customer and agent communication boosting the call quality. It can also be used for agent training purposes, increasing team productivity and improving customer satisfaction. On the other hand, call barging can add value to the call as some superior can help the agent when the issue does not seem to be solved.
7. Toll-Free & Missed Call Aspects :–
Toll-free numbers and missed call services are also a few of the best tool features in call centre solutions. A toll-free number is a freephone number that allows customers to instantly communicate with your company by dialling a 1-800 number, which does not incur any cost. Toll-free numbers can be customised according to the geographical location, and the company can opt for a domestic, international or universal international freephone number (UIFN). The missed call service is also a cost-efficient system where the customer gives a single ring to the number that the company markets, and the outbound call centre or cloud contact centre calls back at their preferred time. For local markets like India, the toll-free number India and missed call services are boons to the customer base as it facilitates free-of-cost communication for their issues.
8. Team Collaboration & Accountability :–
The call centre solution not only helps serve the customers better but also helps the company in various ways. One of the major features of call centre solutions is enhancing remote work capabilities where agents can work from their convenience at any time and any place. This also boosts team collaboration and accountability as distributed workforce needs to get linked consistently to keep communication intact.