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 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.