We all know that a call center company hugely rely on the technology that they have installed in their system for their operations. Regardless of their company size, a call center software will always remain as the standard tool for call center company operations. Major corporations often purchase the high-end call center software for their operations but for small up to mid-sized call center companies, what do they use if they cannot afford the expensive technology? The answer to it is the virtual call center software.
Small-time entrepreneurs who start up a call center company for business do not have the luxury of a big budget. Their operations only involve a few agents with at least one or two clients. It would be unethical for them to purchase high-end call center software that is why they settle for a technology that is less expensive packed with features fitting for their operations. A virtual call center software is much cheaper compared to a traditional call center software. Its coverage is only limited but its most important feature is that it eliminates the need for agents and call center operators to work side by side or be housed in an office thus earning its “virtual” tag.
With a virtual call center software installed, the call center owner would not have to rent out an office space in order to house his or her agents because the agents can simply work directly from their homes. The virtual call center software allows the call center operator to create a network for all of the agents to connect to and the call center operator can simply monitor them virtually. This setup is very cost effective and allows a businessman to start up a call center business despite limited funds. The virtual call center software is a perfect fir for small time entrepreneurs.
Telemarketing companies are now being hired to become lead generators by their clients. Since their operations are known to heavily rely on the telemarketing software that they use within the company, technology companies have also responded to it by designing the telemarketing software that they produce with features that could assist telemarketing companies in their respective lead generation campaigns.
A telemarketing software is commonly known as a technology that would act as a predictive dialer for an outbound call center company. The features in it are usually designed to make calls easier and uninterrupted for the telemarketing company. Also, it would automatically dial calls for the live agents so that they can avoid downtime and the calls would go on continuously without breaks thus saving time and adding more productivity for the company in general. Ever since most telemarketing companies started accepting lead generation services, the technology and software development companies who are responsible for production of telemarketing software have also been kind to them by adding up features that can boost lead generation campaigns. One of the most important feature in a telemarketing software that can help lead generation is its ability to store customer information and sort it depending on the needs of the company and/or customer. Usually, the contacts are arranged in terms of its chance of being converted into sales or customers. The leads who would most likely purchase or take advantage of the service would be on top of the priority list and would be the ones who telemarketers will first call.
There are a lot more features equipped in a telemarketing software that can boost a lead generation campaign. The one mentioned above is arguably the most common. However, keep in mind that not all telemarketing software are already equipped with features that are designed for lead generation campaigns.
One of the most popular industry nowadays is the call center industry. This industry is quite blooming these days particularly in the areas of South America and Asia. Due to its emergence, technology manufacturers have been focused in producing call center software creating various models every now and then. Production is so constant that a version of a call center software could easily become obsolete after 2 to 3 months. Also, technology companies are also working on different and new features to the software that they are producing so that it can be more useful to call center companies who are going to purchase them.
The call center software is actually the back bone of a call center company. The entire operations rely heavily on it and in fact it could dictate the success or failure of the company. This is why call center operators and owners invest for it and it always sit on the top of their priority list for the company. Regardless of the type of operations that they go with, be it inbound or an outbound type of call center, a call center software will always be instrumental for their operations.
There are a lot of things that a call center operator or owner should consider when choosing for a call center software to work with. Aside from the price of the technology, the call center operator must look at the features that the call center software is able to give their company. Also, they should not also be enticed of what’s popular or trending out there because the business owner must pick a call center software whose function and features are completely aligned with their business operations. The call center owner must not rush in choosing for a call center software but instead shop around meticulously and get to know what is available.
Voice broadcasting service is a popular communication technique that was popularized in the 90’s. It broadcasts voice messages to a large number of recipients all at once. The medium used for this can be the telephone, radio, television and most recently over the internet. This type of technology is popularly used for commercials and community services. Due to its ability to reach thousands of people all at once, the government has also taken advantage of it for its emergency notification system which is often used during emergencies such as calamities.
Voice broadcasting service can also be customized to work for certain businesses. Companies under different industries have already used this type of technology to boost their operations or provide much better services to their customers. Some of them used personalized information that will be delivered through the voice broadcasting service that will reach their clients and customers in just a simple call. Through this, they will be able to save money and effort from their employees and make them focus on their respective tasks instead.
There are also voice broadcasting services that are more advanced and will let the recipients interact with it as if there is human intervention involved in automating the technology. Usually, the recipient is given the chance to interact by pressing keys or by clicking on a choice provided. The IVR (Interactive Voice Response) can also be attributed as a form of voice broadcasting service. This system or technology is very common among IT and call center companies. As long as the message encrypted within the IVR system is well-designed, then it can be expected that the performance of the company will be given a boost. There are many more types of voice broadcasting services available aside from the IVR and for sure it aims nothing but for the betterment of companies’ performance.
The call center software is designed to integrate data from other database into a single database and system of record that will deliver a real-time and comprehensive view of the customer and contact agent relationship and as well as other customer-oriented services that the company provides.
A holistic view of the customer relationship management is very important for the call center operator for them to be able to track down performance metrics and help them assess factors that may be relevant for their business’ push towards excellence including factors that may affect their operations, profit and services. The call center software is instrumental for all this to happen that is why it always remains as a top priority for any call center owner as it can dictate the future and performance of the contact center.
A good example on how the call center software can boost customer relationship management is through the tracking of so-called First Call Resolution Rate (FCRR). This is the percentage of calls that are right away resolved just after the first interaction with live agents. This statistic is very important as it would automatically reflect the effectiveness and as well as the customer satisfaction that the company receives. It could also be a measure on how efficient operations are within the company. Call center industry stalwarts say that FCRR stats given by most call center software aren’t really accurate at all and that it cannot be a solid basis for customer relationship management success. However, technology companies insist that there are times when technology failures happen and that the final count would not be accurate. But when it comes to it as a basis for call center company success, they say that it can still be considered as a very reliable statistic.
Contact centers these days use the most sophisticated and advanced call center software technology available for their operations. Contact center operators initially take advantage of it because of its ability to pick up statistics and gather data but they are entirely missing the point with this since call center software technology must be implemented as an off-point for further growth of the company.
Tracking statistics and performance metrics can be very helpful for any call center company. However, it would still be useless to take note of lapses and strengths when the company itself is not encouraging continuous call center learning among agents. This goes along with constant agent training and education in order to make sure that the call center agents employed are on top of their skills and abilities. The call center software that the company uses can be able to help assist agents with these. Agents must also continue to hone their skills and abilities and not just rely on the assistance that the call center software can give them. They must keep in mind that the technology is only there to boost their performance but not to do the tasks and job for them.
Achieving contact center greatness is quite a tall order because it seems impossible for agents not to commit mistakes while on duty. But with a perfect call center software at hand, this factor can be put at a minimum and mistakes can be avoided. Although it can be tough to choose for a call center software technology to work with these days given that there are already a lot of models and brands that a contact center operator can choose from. Not to mention that the features and constant development of new technology is at a constant pace that one can expect that a new call center software model can become obsolete in a month or two.
The smartest thing that call center operators and system administrators can do when picking up a hosted IVR service for their respective companies is to ask for customer references from the vendor or manufacturer of such technology. It would also be more useful if the customer references that they’d give are companies who works in the same call center industry as well. These customer references is the best way for IT executives to assess a hosted IVR service because there are no better feedback than the ones coming straight from people who are colleagues and fellow competitors.
Picking up the right information out of customer references is an important step in choosing for a hosted IVR service that you would like to have implemented in your call center company. The evaluation process becomes much easier when you rely on colleagues’ approval or disapproval of a call center software. However, these customer references serve as a guide in choosing for a call center software but it is still up to you to decide whether you should go for such hosted IVR service or not. It is still important to get a hands-on experience on what the hosted IVR service can provide your company rather than purely rely on what customer references tell you.
Aside from asking for customer references, you can also do your own research by asking around for feedback and comments regarding a particular call center software. This can also be an unbiased way of getting information from people considering that you are not representing any of those vendors and technology manufacturers. You can expect an honest reply from this research and you can easily assess if a hosted IVR service that you are trying to purchase is good for your company or not.
Increased productivity and efficiency are the major advantages that a call center software is able to give a call center company. It is mainly because it goes to replace old and rudimentary systems followed in contact centers by a more advanced and integrated system that would greatly improve the contact center’s performance. Once the new system has been implemented, the contact center is revolutionized given that all aspects of its services are given an upgrade.
With the installation of a new and modern call center software, the customers of the contact center are guaranteed to have a much better call experience. Regardless ot the company’s mode of operations whether they are an inbound or an outbound call center company, the calls would be much quicker, clearer and chances of technical issues will be kept at a minimum.
Due to features of the call center software that will help assist the call center agents, it can also be expected that the performance of the agents will be much better or improved compared to what they’ve already been showing with the past technology installed for the company. Just imagine if the agents are already at an expert-level with the old system then they’d exceed such level with a much better and new technology at hand.
Modern call software is also able to offset downtimes which is the main culprit why call center companies profit less. It is due to the fact that downtimes prevent call center companies to maximize the time out of their agents. If a contact center operator has to sum up all of the downtimes in a day then it would equate to a couple or even several more calls for a company. Being able to solve this problem or at least keep downtime at a minimum is the biggest advantage that a call center software brings a company.
There are times when contact center agents become inconsistent and erratic due to work overload. This is sometimes inevitable most especially if they are working for a call center company who endlessly receive calls which make break times not enough to compensate all the stress. Having an insurmountable amount of calls would always be a plus for the people behind the contact center that is why they will take advantage of anything available for them to cater to be able to cater all of the calls including avoiding inconsistency and erratic behavior of live agents. Fortunately, there is a new call center software feature known as the Avatar which can assist them on this issue.
The Avatar are interactive virtual agents programmed with an automated voice messaging system that will enable them to entertain customers as if they are live call center agents as well. This call center software feature is very popular among inbound call centers since they are the ones who most likely encounter lots of calls and will ran out of agents that will entertain customers. We all know that busy dial tones is a huge no-no for contact centers that is why having avatars stationed to assist live agents will always be an advantage. As long as the voice prompt is properly designed, customers would not be able to detect that the person they are talking to is just an automated device. This makes the implementation and design of such call center software feature can be very crucial for the company. This type of call center software feature is not only being used in contact centers who uses the voice call format for their operations but has also become very popular with contact centers who uses chatting as a way of communicating with customers.
A lot of call center customers are irritated once the contact center company that they are accustomed calling to implements a new call center software. Since they are new to it, they will have a hard time dealing with it and will still have to adjust to the new voice prompt and menu that they are being given. This could sometimes lead to having less customers that is why it is important for contact center operators to get people be used to it right away.
The only way for customers to get used to a new call center software system is for them to have a frequent use of it. But how can you be able to let them use it frequently when they are shying away from it due to the new software system? This is where the role of customer relationship management (CRM) becomes very crucial for any call center company. As long as the call center software implemented is wary of its CRM features then this should not be a worry for contact center operators. The critical part in implementing a new call center software for the company is the choosing for a technology that the contact center operator has bought for the company.
Most call center software nowadays have built-in features that puts CRM on top of their priority. Considering that a call center is customer-based business, it is very important to consider CRM as a major concern. With a very good customer relationship management established, it would be not difficult at all to make customers get used to the new software system implemented in a call center company. Being irritated with the new system would not most likely happen and a harmonious relationship between customers and agents will still flourish.