Inbound Call Center Software – Best Features

inbound call center software

 

The right inbound call center software can help keep operations manageable even during peak times. Actually, without it coordination would be very hard if not nearly impossible. That is why it is important to ensure your inbound call center software has all the most important features available.

Here are some of the most important features inbound call center software should have:

Automatic Call Distributor (ACD)

An ACD automatically routes incoming calls to the most appropriate agent or department based on criteria input by the user. This is by far the most important feature inbound call center software should have, because it makes sure that calls are handled promptly and efficiently. ACD also works in concert with other key features such as skills bound routing, call metrics acquisition, and call monitoring. Members of organizations like the Canada Contact Center Association know the value of ACD.

Interactive Voice Response (IVR):

Though some clients would rather speak to a person outright, a properly programmed multi-level IVR allows you to profile a client based on his or her response to a series of prompts. The information gathered can help improve the efficiency of call handling; for one it enables skills based routing.

Skills Based Routing:

Based on information gathered from past communications and from IVR selections are used to determine the most appropriate agent to handle the call. Such factors as language skills, area of expertise, prior history with particular clients, and client’s stated preferences are considered in making the selection.

Automatic Number Identification:

Sometimes calls get dropped for one reason or another. No matter if it was accidentally dropped by either party, or by a glitch in the connection, it is important to ensure that the agent attempts to resolve the call to the satisfaction of the client. Automatic number identification detects dropped calls allowing agents to re-connect to the client and resume from where they left off.

Call Queuing And Management

Though there is the ACD which ultimately decides call distribution, modern call queuing features allow agents and their supervisors to set the guidelines governing call queues. They can identify clients with head of the queue privilege and set other rules including the maximum time a client can be asked to wait for an agent.

Computer Telephony Integration

This feature allows coordination between the telephone and the computer. As a result agents are able to access computer information while fielding incoming calls. They can also authenticate callers by comparing the phone number against a database, and provide IVR to callers; they can even display pending live calls or messages left by callers.

Real Time Metrics:

Through this feature, data such as average wait time, longest wait time, average resolution time, service level and number of available agents may be viewed by agents and their supervisors. Thus they can make informed decisions that result in improved overall efficiency and client satisfaction.

Voicemail:

Voicemail allows clients to leave messages asking for a return call when their calls cannot be fielded immediately. This feature is very helpful during peak hours and when the agent the client has asked to speak with is busy.

All these technology are aimed at reducing manual and repetitive aspects of inbound call handling. This makes choosing the right inbound call center software very important indeed.

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Touch Screen Technology Benefits

touch screen technology

Touch screen technology offers an interactive experience to its users who may be a company’s clients or employees. For employees the main advantage is ease of use and getting a feeling that the company values them enough to provide them with the best tools. Prospective clients are attracted to the possibility of digging for information using computers with touch screen technology; this way they control the inquiry process without a salesman breathing down their necks.

Touch screens also provide great value for money. Using touch screens increase worker efficiency by as much as 20%, mainly due to the intuitive nature of data and command inputs. When used to interact with your target market, touch screens reduce the need for personnel – it is cheaper to operate a digital information kiosk than to hire people to man information desks.

Computers using touch screens are easier to use. As the commands are intuitive, the time required to learn to use touch screens is shorter. This also means that more people, even those without much computer skills, can easily access information provided through touch screens; this is a very important advantage when you are trying to woo clients who may not have a high level of computer literacy.

The software behind touch screens are highly adaptable. Touch screen technology features can be modified and customized in so many different ways to adapt to the particular needs of each user. Thus screens can be programmed to interpret touches and gestures in a number of different ways. While people are impressed with touch screens, it is the software installed in the background which enables it to do a lot of different things, such as reporting, data analysis, remote access and control, scheduling, and many other functions. A recent article on technology site engadget.com reports that Yahoo Labs has developed a system which turns capacitive screens into biometric readers!

Touch screen technology is compatible with many types of devices. There are a number of mobile and static devices which can use the touch screen technology. This means that control over functions can either be done on static devices onsite or remotely through connected smart devices. Information can be shared between onsite and offsite terminals to enable informed supervisory and control decisions.

The use of interactive touch screens provides an attractive way to encourage communication with the target market. Eye-catching graphics attract people to interact with the company through strategically placed touch screens. The screens then provide an almost effortless way to inform the public about available products and services. While at it, the company can also insert forms to gather valuable data, to highlight promotional offers, and provide mailing list registrations.

One of the best uses of interactive multi touch screens is innovative advertising. Instead of using physical product displays or passive display screens, a multi touch screen gives better results. The interactive nature of such screens entices people to learn more about the products or promotional offers displayed onscreen. Interactive touch screens containing ads work best in high traffic walkways, store display windows, and even inside showrooms.

So which touch screen technology feature can your company benefit from? Perhaps it is time you consulted with an interactive touch screen retailer to find out.

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