Monday, April 18, 2011

Call Center Features That Every Business Needs

Business Idea's from FinallyFast

Call center phone systems are unique in that they must offer customer care along with capabilities that enhance agent's jobs. The features for these phone systems offer businesses unique advantages that improve customer experiences and performance as well as save on cost for their business. In fact, any size company could be called a 'call center' since they are fielding calls and need to route them 'intelligently'. Here are the call center features that every business needs.

Support for Multiple Communications Channels: This feature improves customer convenience by enabling customers to interact with call center agents in the manner they most prefer - phone, email, Web chat, or voice over IP (VoIP)/voice chat.
Web-based Self-Service: This capability allows customers to retrieve answers to routine questions and conduct basic troubleshooting on their own, without the assistance of a call center agent. So, companies can minimize the number of incoming calls, and keep agents free to handle more complex customer issues. Additionally, studies show that self-service transactions cost far less than phone transactions. Therefore, self-service functionality can dramatically reduce operating costs.
Call Queue: A call queue can be helpful since it plays hold music while the customer is on hold, and it directs the call to the employee who has had the most amount of time between calls and to those who are not on the phone. For example, even a 3 person company could have a sales call queue that will call every person in the company since everyone should be able to make a sale and since no company would want to loose a sales opportunity.

Desktop Integration: Many applications reside on an agent's desktop - inventory, sales, accounting, marketing, help desk, and others. Call center CRM software tightly integrates these various systems, giving agents a single, consolidated view of all the information they need to take sales orders, handle responses to promotions and special offers, address billing issues, track shipments, report problems, and more.
Reporting and Analytics: Supervisors and team leaders need to obtain complete, 360-degree visibility into all activities in order to effectively manage performance. With call center CRM software, they can track and analyze call statistics and other key metrics, so they can identify critical service trends, implement needed process enhancements, and maximize agent productivity.
Survey Capabilities: While call statistics and other internal metrics can help assess call center performance, they only provide a piece of the picture. Many call center solutions include survey capabilities, so customer opinions, perceptions, and satisfaction levels can be collected and analyzed.
Integration with other Customer Service Systems: Most call center solutions can be seamlessly integrated with a company's existing telephony infrastructure. So, interactive voice response (IVR), call recording, and call routing systems can be directly linked to the CRM software.

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