Call Center Software for Business
The What, Why and How of Choosing the Best Call Center Software
Understanding Call Centers
What is a Call Center?
A call center is a place where people known as call center agents/executives sit and make inbound and outbound calls. These executives are responsible for taking care of any voice interactions that might come in. These phone operators cater to all the voice calls. The businesses make use of call centers as a means to provide customer support. Agents in a good call center are not just capable of answering the customer queries but also keeping a record for future analysis.
Inbound Call Center
A business which encounters a lot of inquiries and customer request set up an inbound call center. In an inbound call center, the primary mode of answering customer queries is via phones. The inbound agents deal with those who are seeking technical support, answers to questions, issue resolution, or any other customer service issues.
Outbound Call Center
The need for an outbound call center arises when the call center agents make more calls than they receive. Even though here also, the main channel of communication is through voice calls, but, the agenda of setting up an outbound call center is usually sales focused. The call center agents make calls to prospects to pitch the product or service.
What is a Contact Center?
A contact center is a much larger entity than the call center. It’s not just about the size, but more so about the capability. A contact center is capable of handling omnichannel customer interaction i.e.whether the customer connects using social media, email, live chat or any other medium, the contact center agents are qualified to satisfactorily resolve these inquiries.
Differentiating between Call Center
and Contact Center
The world is moving from call centers towards contact centers. Even though these two terms are still used interchangeably, there are some significant differences between the two. Such as:
- Voice calls are the main channel of business communication
- Target audience is more comfortable with conventional customer support.
- Suitable for SMBs that are growing their businesses.
- With Ameyo call center software, set up a call center which is feasible yet flexible.
- Omnichannel business communication – social media, chat, email
- Target audience is tech-savvy and comfortable with multiple modes of communication
- Suitable for enterprises with high complaint volume across channels
- Ameyo contact center suite for enterprise-level customer interaction management
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When do you need a call center?
- Your target audience prefers the conventional conversation channels
If your customers are not tech-savvy and prefer a voice call over an email/chat. For example, if you are selling products which have mass appeal, then that broadens the customer base. In such situations, it is advisable to go for phone conversations.
- You need to walk the customers through the solution
For example, giving instructions for troubleshooting is more effective over a call than the customer reading through a manual. In case they are stuck on a step the customer can get an instant reply.
- The customers are looking for instant gratification
When the customers don’t have the time to wait for a response and are looking for an immediate solution, phones are the best option. For instance, while making payment through a mobile wallet, due to some technical glitch the money was deducted but payment was not completed. This creates a sense of panic for the customer and she/he is looking to get an answer urgently.
- The customers need a secure way of getting help
The customer has lost her/his credit card and wants to block it. Doing this over an email or chat won’t be a secure option. Moreover, when it comes to money matters, one likes to be hundred percent sure. The customer wants a confirmation that her/his card has actually been blocked. Thus, a call proves to be more effective.
- High-quality customer service is your priority
Customers value the brands which value them. If customer service is top notch, so will be the customer loyalty. Businesses who are looking to set new standards in customer service, turn towards call centers as they can offer a convenient yet impactful channel of conversation for the customers.
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What is a Call Center Software?
A call center software is a technology that empowers your workforce to attend to incoming calls, make calls, monitor key call center metrics and basically deliver a wholesome customer service experience. Even though customers today have many channels at their disposal, phone calls have remained their primary preferred channel of communication.
With the advent of other channels and the customers embracing them with open arms, it has become imperative for the businesses to look an omnichannel call center software. Be it live chat, social media, SMS, email, phone calls, an omnichannel solution handles all these effectively to let the businesses map and identify the moments of truth in the customer journey.
Since an inbound call center is designed to primarily handle incoming calls, it requires a software which will enable the executives to handle the queries efficiently. An inbound call center software intelligently routes the customer to the most competent agent to handle the query. An inbound call center solution, powered with automatic call distributor (ACD), IVR and VQ pass, the customer’s waiting time reduces and so does the efficiency of the agents.
Be proactive and customer-ready at all times with an outbound call center software. B2B, banking, insurance sector players are the major beneficiaries of an outbound call center. Here, the number of agents is less compared to the number of calls to be made. A good outbound solution offers various dialers such as preview dialer and predictive dialer which can detect when there is a human on the line and when it’s an answering machine.
A virtual call center is primarily used in situations where the call center executives and agents are not centrally located but are spread across various geographies. A virtual call center improves efficient utilization of the resources along with enabling the organizations to cater to prospects and customers in different time zones. Moreover, since a virtual or cloud call center software is fast, scalable and secure it is a great option for startups and even mid-sized enterprises which are looking to save up on any overhead costs as in case of an on-premise setup.
|Business Parameter||On-premise Call Center||On-Cloud Call Center|
|Time to Market||Setting up an on-premise solution takes longer due to hardware purchase||Shorter time to set up. Requires installation of apps and an internet connection|
|Cost||Require upfront costs for hardware, licenses, and onsite servers||Hardware cost reduced as the solution is hosted on cloud|
|Scalability||Demands more time, effort and money||Easily done across all setup locations|
|Reliability||Might have more stable technology to help eliminate call lag or lower call quality||High call quality when organizations have strong, reliable internet connections|
|Business Continuity||Time lag due to manual switch over to a different server in case of a disaster||Smoother transition and no lag in case of a disaster|
Benefits of Having a Call Center Software
Customer Service Management
When a customer calls you, she/he is looking to get some answers. If in that situation, you make them wait or keep forwarding their call from agent to agent, it leaves a bad impression. With the right customer relationship management (CRM) software and other call center software solution offering, no customer interaction will be missed. The call center software routes the incoming call to the right agent based on the product or service, the location, language, etc. Moreover, in case of call transfer, the agents can do so without a lag or glitch. Thus, reducing the average hold time.
A call center software allows the call center manager and other business leaders to formulate strategic plans by providing detailed information. With this information at their disposal, the managers can make well-informed decisions. Some of the important reporting features are – live monitoring, report generation, campaign allotment among others.
Enhanced Productivity And Efficiency
Give a boost to the overall efficiency and productivity of the agents with a call center software solution. With the right agent enabling tools, they can efficiently handle all the incoming calls and make the outbound calls. Moreover, with the call center software solution, routing becomes easier and the managers can also monitor the agents’ performance.
A good customer service call center software is the one which improves and encourages communication. Because, the better the communication, smoother the operations. A call center software solution improves accountability and responsibility among the agents. A structure is established which makes things transparent. The agents know what all tasks they need to perform and can also see where they stand in the scheme of things. This helps them to plan and track their actions to arrive at a fruitful conclusion.
When the productivity and efficiency improves, it is bound to decrease the cost as well. A complete call center suite integrated with dialers and IVRs further optimizes the cost by automating the calling process. The agents are no longer busy doing the mundane activities and get the time to cater to more important and urgent problems. Once, that is done, it will not just decrease overall cost but, will increase sales also.
Amazing Customer Experience
Customers’ experience becomes amazing when the call center agents are able to answer the customer query satisfactorily and without taking too much time. A call center software with a knowledge management system and the right call center integrations empowers the agents with relevant information. The agents have access to the conversation history that they can use to deliver a personalized customer experience. Having in-context conversations without the need to repeat themselves, will make the customer happy and loyal.
Must Have's for The Best Call Center Software
Maintain high quality of agent-customer interaction by recording, barging, and snooping in on a call. Improve first call resolution by monitoring and supervising calls in real-time using dashboards.
Save agents' time and increase connect rate using outbound dialer. Set-up the pacing ratio according to the available resources to optimize operations and improve productivity.
Call Center for Business
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Multi-channel Vs Omnichannel
Multi-channel Customer Experience
‘Multi’ means many. The companies giving multi-channel customer support use more than two channels to do so. They can be, social media, web, email, etc. But, the customer experience (CX) across these channels might not necessarily be seamless or integrated. Even though these channels are aimed at improving customer engagement, they tend to operate in silos. The messaging and language is not consistent, which leads to disjointed communication and bad customer experience.
Omnichannel Customer Experience
By definition, ‘Omni’ means all. Just like in multi-channel customer service, the companies use various channels to provide customer support. But, in case of omnichannel, the companies also focus on consistency – in terms of both, experience and messaging. They aim to deliver a holistically delightful experience – where UX (user experience) meets CX (customer experience). The channels are integrated well to provide the agents with a 360-degree view of the customer. Moreover, by doing away with siloed conversations, the brand will gain the confidence of the customer as they won’t have to repeat themselves at every touchpoint. An omnichannel contact center software takes care of all this, apart from bringing a lot more to the table.
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Call Center Software for Enterprise
For an enterprise, delivering a delightful customer experience has become a hygiene factor rather than a point of difference. They require a solution which takes care of all the possible channels through which their customers might try to contact them. The need is for a call center solution which can support multiple channels, cater to inbound and outbound calls, blended, and social campaigns. When a customer service call center software is able to meet these needs, it helps the call centers to become a strategic part of the company’s business.
Call Center Software for Small and Medium Businesses (SME)
Just because a business is in the infancy stage, it does not mean they do not require a call center. On the contrary, if you want to make a sale or want to set the tone for excellent customer service experience, it is best to do it from day one. A small business does not hire a lot of people. They are usually working on a bootstrap model of business. But, as the business grows, so does the demand. The customers want a quick response. A call center software will enable just that. Whether the company outsources the call center operations or keep them in-house, the fact remains that with a call center in place, handling customer interactions (inbound/outbound) becomes a seamless activity.
Ameyo - The Best Call Center Software for Business
Redefine Customer Service with Ameyo
Ameyo is an all-in-one call center suite with everything that you can need to set up a call center. With Ameyo, make your business more agile and adaptable to the changing trends. Our call center solution dynamically responds to the challenges faced by emerging businesses as well as the big brands by ensuring business availability for maximum customer contact and reducing operational complexities for effortless management.