9 Attributes Of A Good Call Center Software
Not all burgers are created equal. Some are good, some hardly taste like bread, and some are downright bad.
In the same way, not all call center software give the same standard performance. Some are superfluous and a
pain in the neck. A number of them come loaded with lots of useless features. And worse, some call center software
are complete mess. Anyone looking for a good call center program will surely be lost in the jungle of screaming
marketing ploy and deceptive advertising slogans.
But here’s the good news. You don’t have to perform a trial-and-error test to all the call center software..
Experts advice is readily available. We have conducted a comprehensive interview on all call center software users
on what to look for in the program. Here are their recommendations:
1.)CLEAR, NAVIGABLE LAY-OUT
The General User Interface ( GUI) should clear, easy to read, and plain to understand. You should be able to
navigate your way around without getting lost in the myriad processes.
2.)REAL TIME STATISTICS
The user should see real time statistics built right into the software. In that way, a user can process the
displayed data and make correct decisions based on those real time statistics. This helps ensure call center agents
to remain on top of any given situation.
3.)OFFERS CALL BACK FUNCTION
The call center software should give the caller the option of a callback if he wants if ever the line gets
congested at the time of call. This way, call center agents can resolve the whatever issues that are bugging the
caller.
4.)BUILT-IN INTERACTIVE VOICE RESPONSE ( IVR)
This nifty, must-have feature can quickly present the caller the information he needs without burdening the call
center agent with unnecessary demand for time. This will allow the call center agent to spend the time in more
productive pursuits.
5.)CALL ROUTING
Call routing matches the caller’s time of call, geographical location, and other information to the call center
agent that best meet those criteria. It gives satisfaction to the customers. At the same time, it makes the call
center agent more responsive to the caller.
6.)FLEXIBILITY
A good call center software should contain customizable features and flexibility to adjust to the changing needs of
the company.
7.)POP UP SCREEN
When a call center agent receives a call, a pop up window should immediately appear on the screen with the caller’s
name, address, time of call, issues resolved in the past, and other pertinent information displayed. This goes a
long way in fostering good will among customers.
8.)MONITORING CAPABILITY
A good call center software should allow the supervisors to monitor the day-to-day transactions that transpire
between call center agents and the callers. In addition, it should also give administrators access to the phone
conversations so that they can supervise and improve the performance quality of the agents.
9.)COST-FRIENDLY
Program costs still remain the deciding factor for a call center software. It should come at competitive price.
You can be sure that a call center software that meets all the above criteria is a good buy for your company.
Janine Fritzgerald is a call center administrator now for 5 years. She began as a call center agent and then worked her way up to the company’s corporate hierarchy. She knows about call center software. She is a Psychology graduate with Business Administration as secondary course. She lectures on call center management. She is also prolific writer. Her first book
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