9 Inbound Call Centre Software Features you Must Have
An inbound call centre is a customer service centre that handles incoming calls from customers. In today’s world, call centre software such as diallers are essential tools for managing and optimising the performance of an inbound call centre. They can allow you to handle a high volume of calls efficiently and effectively.
There are various features that call centre software must have to ensure smooth operations and improved customer satisfaction. Here are nine inbound call centre software features that you must have:
Automatic Call Distribution (ACD):
ACD is a feature that automatically routes calls to the next available agent. This ensures that calls are answered promptly and efficiently, leading to improved customer satisfaction.
Interactive Voice Response (IVR):
An IVR is a feature that allows customers to interact with the call centre through a series of pre-recorded prompts. This helps in reducing the wait time for the customer and directing them to the appropriate agent or department.
Call routing is a feature that allows calls to be routed to specific agents or departments based on the type of call or the customer’s needs. This helps in ensuring that the customer is connected to the right person and reduces the time spent in transferring calls between agents.
Call monitoring and recording:
Call monitoring and recording is a feature that allows supervisors to listen in on calls and record them for quality assurance purposes. This helps in identifying any issues with the call handling process and training agents to improve their performance.
Real-time reporting is a feature that provides real-time data on various aspects of the call centre’s performance, such as the number of calls handled, the average hold time, and the number of abandoned calls. This helps in identifying bottlenecks in the call handling process and taking corrective actions.
Callbacks is a feature that allows customers to request a callback when an agent is not available. This helps in reducing the number of abandoned calls and improving customer satisfaction.
A knowledge base is a feature that stores frequently asked questions (FAQs) and their answers. This helps agents in answering customer queries quickly and efficiently.
Multi-channel support is a feature that allows customers to contact the call centre through various channels, such as phone, email, chat, or social media. This helps in providing customers with a convenient and flexible way to get in touch with the call centre.
Having the ability to integrate with third party software such as CRM’s or billing systems using an API. This allows call centres to operate at maximum efficiency rather than operating and updating multiple pieces of software.
In conclusion, these are the nine inbound call centre software features that you must have to ensure smooth operations and improved customer satisfaction. By investing in a call centre software with these features, you can significantly improve the performance of your call centre and provide your customers with the best possible experience.
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