Call Center Software Kenya
Understanding Call Centers
Companies in the business of customer service and support are with acquainted with a call center software. After all, a contact center software is the first touchpoint for the customers to connect with the company. If the brand fails to manage these customers well, it can backfire terribly. So, a call center solution is the means to achieve customer service goals.
Call Center Setup Management - The Deployment Models
Based on your requirements and the phase of your business, you can decide upon the most suitable call center deployment model. When the organization is in bootstrap mode with financial constraints, cloud call center might be a better option. On the contrary, in case of mid-size or large enterprises, on-premise solution might work better.
On-Premise Call Center Software
An on-premise call center deployment means that all the hardware, servers, etc. are installed on the premise of the organization. This is a great option for businesses where as part of the compliance they need to have data servers on their territory. Additionally, this requires a higher capital investment. However, the systems are reliable and scalable as your business grows.
Cloud Call Center Software
The cloud call center is hosted over the internet and is a great option for setting up a remote contact center. The flexibility, scalability, ease of use, and faster deployment are some of the advantages that pull startups and mid-sized businesses towards this option. A cloud-based contact center with its security and disaster recovery features also works well for business continuity while the subscription-based payment model is always an attractive option.
Types of Call Center Software
Establishing the benefits of having a call center solution
Inbound Call Center Software
A business which not only manages but is proactive with their inbound calls always has an edge over those who do not prioritize them. An inbound call center solutions allows the agents to deal with their incoming queries and take them to a satisfactory resolution. An inbound calling software is particularly more effective for a company who deals with more number of incoming calls.
Outbound Call Center Software
Companies which are in the business of sales need to frequently make outbound calls and the best way to increase conversion is to have an outbound software which takes the burden off the agents and makes their daily tasks easier. An outbound call center solution which offers a bundle of capabilities such as dialer, voice blaster, click-to-call along with call center integration empowers the call center agents to have quality conversations.
Blended Call Center Software
Just like an inbound call center software is primarily used for incoming calls and outbound is used for making calls, having a blended call centre software means offering functionalities of both, inbound and outbound call center solution. This setup is particularly useful in situations where the agents are handling both the sales and support processes.
Call Center Software
Whether a business opts for an on-premise call center setup or goes for a cloud solution depends on the lifecycle of the organization. If the business is still in a nascent stage with the cost being an important consideration then the obvious choice is cloud call center software. Whereas, if the business is well established and aware of their needs, they might choose to go ahead with an on-premise solution. Either way, the bottom line is to go for a solution that fits your business needs.
When Do You Need a Call Centre Software
Having a contact center software for your business calls for some investment. So, its better to be sure you actually need one before making that call. Following are some of the questions that will help you answer the need part.
- Is your call volume high compared to the number of agents?
- Is monitoring your call operations important for your business?
- Do you have in-house third-party systems that need to be integrated?
- Is conversion rate an important metric for your business?
- Do you need to follow any compliance and regulatory requirements?
- SLA management
Ameyo - The Complete Customer Engagement Platform
Ameyo, a leading call center software provider in Kenya is helping businesses take their engagements to the next level. With state of the art technology, intelligent outbound and inbound capabilities it powers business growth. Do away with multiple vendor management with a one-stop solution for all your call center needs. At the same time ensure smooth customer experience in addition to reducing operational complexities for effortless management.
Remote Contact Center
Work from home solution for remote agents
Mobile Call Center
Full-stack contact center capabilities on mobile
Convert every interaction into a ticket
Cloud-based Contact Center
Scalable and flexible contact solution
Intuitive and powerful helpdesk system
Debt Collection Software
Automate your debt recovery
Artificially Intelligent Bots
Conversational bots for virtual assistance
Call Center Solution
Omnichannel call center solution
Customer Service Software
Deliver a delightful customer service experience
Customer Support System
For first contact resolution
Upgrade your Legacy PBX System to the Modern Contact Center Software
Benefits of Call Center Software
Doing everything manually – from storing the data in excel sheet to manually punching in the numbers or having a separate receptionist sitting to route the calls to the right department is not just tedious but is a waste of time. A call centre software eliminates all this and automates the process to fill in any gaps and basically optimize your call center operations.
Increased Agent Productivity
Call center agents are busy people with a lot to do on a daily basis. Having a call center solution empowers the agents with the right tools to efficiently manage the incoming calls along with making outbound calls. This technology stack will give a boost to agent productivity and efficiency.
The job of a supervisor is to know what is going on in her/his call center. A call center software that provides them with call quality monitoring options such as barging, whisper, snoop, conferencing, or transfer allows them to keep tabs on the conversation quality.
Once the agent productivity and operational efficiency improves, it will have a positive impact on the cost. Since the complete contact center software along with Dialers, ACD and IVR automate the calling process to free up the agents to do more urgent queries rather than doing the mundane activities repeatedly.
Monitoring and Reporting
With a call center monitoring software, managers and supervisors can keep track of operations along with making informed decisions about future strategic plans with the help of reports and dashboards. This piece comprises of but is not limited to live monitoring, report generation, campaign allotment among others.
Delightful Customer Experience
Customers are happy when they are attended to properly and their problems are solved quickly. With a knowledge base and CTI integration, the agents have all the relevant information to have an effective conversation with the customer. Not just that, having in-context conversations further eliminates the need for the customer to repeat themselves.
Handbook to Choose the Best Remote Call Centre Software for African Businesses
Building a Modern Contact Center
Going the Omnichannel Way - Be There Where Your Customers Are
One of the most common modes of communication. Customers have been seeking help over a call for the longest time. After all, it is easy, fast, and sometimes the most effective way to get your problem resolved. Moreover, not everyone is fond of technology and prefer to talk directly with a live agent than a machine.
Facebook, Twitter, WhatsApp, LinkedIn, LINE, or Viber – people are using one or the other social media platform and rightly so. After all, most of these platforms are public that is, the customers can put additional pressure on the brand to resolve their issues quickly. On the brand’s part, social media is a good way to up their customer service support and even answer a common frequency on a public platform for everyone’s use.
This passive mode of communication is most useful in situations that require a detailed answer of having multiple steps to be followed. In addition to that, email is a wonderful medium when proof of communication needs to be maintained. Since the agents can also customize the email templates this adds a personal touch to the emails as well.
Be proactive with your customer service with live chat software. This is a good medium to provide real-time answers to customers. At the same time, since it’s a written mode of communication, both the agents and the customers have a transcript to refer to in case of a discrepancy.
Ameyo Helped us in Attaining our business goals
Ameyo paved the way for us by automating solutions to our requirements. We have been able to monitor our execution of the business processes, consequently expanding our presence and attaining our business goals
National Life & General Insurance Company
Supportive and Cooperative Team
Ameyo Engineers, Account Managers, and Project Manager are supportive and cooperative. They immediately attend to our requests and very patient in understanding our requirements.
IT Manager, Admerex Solutions
Our Customer Satisfaction Improved Greatly
Ameyo ensured the proper monitoring of issues is done because of which ‘Chili’ has increased customer satisfaction greatly
Advanced Capabilities to Improve Customer Experience
Ameyo assisted us to enhance our customer experience with its advanced capabilities.
General Manager SP Madrid
Ameyo customized the Solution as per our Requirement
“We wanted a flexible solution with customization as our organization progressed. Ameyo understood our business well and programmed the call flow and the telephony. I think it’s incredible.”
General Manager, Customer Service – Spoton
Empowered us with an end-to-end System
“Ameyo empowered us with an end-to-end system that was easy to use. Furthermore, we were delighted with the capability of the solution to match to our specific business processes and enhance our customer experience”
ASSOCIATE DIRECTOR-IT INFRASTRUCTURE, JABONG
Sankar Rao A.
Director - Products
Sr Network Engineer
Head of Electronic Banking
System Support Engineer
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500 ASIA PACIFIC, 2014