Call management software helps contact centers run smoothly and successfully. But not all tools are built the same. And the functionality the one you use offers will impact the services you can provide.
In this article, we’ll look at six features you should look out for when choosing the best call management software for your business.
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Defining call management software
A typical call management platform has several features that help call centers streamline call handling. It will usually collect caller intent, route calls to the correct agent, improve customer data access, and automate post-call work.
This improves efficiency for the business, allowing them to handle more calls with the same resources. It also improves the customer experience, as callers can access the help they need faster.
Call management software: 6 top features
Here are what we consider to be the six top features to look out for when choosing call management software.
Personalized call routing helps callers get through to an agent who can solve their problem.
It helps you:
- Reduce call handle time: The right agent can solve the problem quickly without transferring or getting help.
- Provide an optimized customer experience: Faster, more informed help results in a better customer experience. Over 60% of customers say fast issue resolution is an essential aspect of good service.
Call routing uses information about the caller to guess why they are contacting your business. It uses this to send them to an agent who can help.
Here are some typical examples of how this can work.
The system can:
- Recognize the area code and send the caller to a local office.
- See the number belongs to a high-value account and prioritize the call.
- Know the caller’s country and send them to someone who speaks their language.
- Match the number with an open ticket or a recent order and send them to relevant help.
All these options increase the chances that the caller will get fast access to the help they need to solve their query.
An Interactive Voice Response (IVR) system is a tool that gathers caller intent and uses this information to help the customer access the right help.
A well-configured IVR gives customers faster access to support. It’s an essential piece of any call center management tool.
Look for conversational IVR
Most IVR software uses dual-tone multi-frequency (DTMF) technology to gather intent.
This is when the system provides a list of options (“press 1 for tech support, 2 for sales”) and the caller chooses one by pressing the relevant key.
These systems work, but customers often find them clunky. Especially if the option they want isn’t listed or if the list is too long.
Recently, tools with conversational AI have gained prominence. These tools ask customers to state why they are calling and then process this speech to decipher meaning.
It allows these systems to gather intent without forcing customers to listen to a long list of options. It can also help customers go through multiple steps at once.
Self-service support is an essential part of call management. It helps callers access answers to their queries without speaking to an agent.
These tools are best used to solve basic queries. This frees your agents up to spend their time answering more complex queries.
Common queries call management software can help with include:
- Opening hours requests
- Making reservations
- Balance inquiries
- Checking order statuses
Most self-service occurs within your IVR. You can set these solutions up as options within the menu. When customers select them, they are put through to the relevant self-service solution.
Voice over Internet Protocol (VoIP) technology is what allows businesses to make and receive calls over the internet. This technology is reliable and can handle thousands of calls every day.
It makes handling calls far cheaper than older tech, and you don’t need to install phone lines.
A huge benefit of VoIP is that agents can access their number anywhere in the world with an internet connection. This makes it possible to set up a virtual call center and hire remote help.
In many cases, VoIP technology isn’t just a nice-to-have.
Much of the world is moving analog systems to internet-based ones, meaning you may need to switch to VoIP technology if you haven’t already.
Customers hate waiting on hold. But at times of high incoming call volume, there isn’t much businesses can do to free up agents.
Virtual queuing is the best solution to this problem.
Instead of customers waiting on hold they request a callback and hang up. They then enter a virtual queue and receive a phone call when they reach the front.
The best thing about virtual queuing is that you can create your own rules for how you make callbacks.
You could make callbacks:
- When incoming call volume dips below a predefined point
- At a time chosen by customers
- Based on agent availability
With this system in place, you can improve call handling efficiency and ensure an optimized customer experience.
Integration and automation
Most contact centers use multiple different platforms to handle support.
As well as their call management software, they use ticketing or CRM platforms to manage contact on multiple channels.
Because of this, it’s essential that these tools can connect and share data with your call management center.
This allows you to automate processes across each platform.
Some of the best use cases include:
- Handle incoming calls as tickets and route them using the same rules as other forms of contact
- Click-to-call customers from within your CRM or helpdesk
- Share data such as past support and order history across all channels, including calls
- Send customer data alongside call tickets, so agents have instant access to relevant information
- Automatically add call logs or call data to customer profiles, reducing post-call work
- Seamlessly switch between channels including call, email, chat, and SMS when solving customer issues
Ensure the tool you choose has No-Code set up to make the most of these abilities. This allows anyone in your team to connect channels and set up automation, even if they have zero coding experience.
Call management software features impact efficiency and service
The call management software you choose will greatly impact your call center’s operations and the customer experience you offer.
When deciding on a tool, list the features you need and ensure your chosen platform provides access to them.
For more information about improving efficiency, check out this article about the most useful types of call center automation.