In Fact, although the development of the world and technology, there are more customers around the world prefer, phone support when reaching out to customer service, the idea behind talking on the phone with a real human to get support or the service they need, contribute to building more confidence.
For growing companies or the biggest one, it is a real challenge to manage phone support, for many reasons, consume more time, hard to measure support channel, least cost-effective, but we could agree that is a great way to help a customer because it provides direct support.
Some companies, planning and think to offer customers extensive phone support meets their needs, they will need an effective call center software that supports their service team.
Without interaction with the new technology of software, the support team struggles to resolve the different issues, answer queries, while customers waiting, on the other hand, Supervisors won’t be able to manage the chaos because they won’t have any insight into call volume or trends.
Call Center Software What Is?
Call center software it is a system that permits the company to manages customer communication service, automates and standardizes the process of receiving and responding inbound calls, and outbound calls, assist to manage in general the communications coming from the multiple channels, such as email, live chat, SMS text, even social media account, or different departments.
Empower Your Call Center Agents
By using the call center software, the company provides powerful customer service, because it allows customers to communicate with call center support teams across multiple channels like live chat, email, social media, and text messages.
The best call center software, connecting and routes calls to the right agents or departments, provides employees with additional context, assists in running execute an Omni-channel strategy.
Note
Omni-channel is a cross-channel content strategy that organizations use to improve their user experience and drive better relationships with their audience across points of contact.
So whether the company start-up recently, has ten employees or more than this for the largest businesses, reach the right tools to build your call center is critical, it could be confusing to select and choose a specific one with many options in the software market, in the end, this depends on your needs.
In this article, we look over some common features of call center software, and the best 5 call center software options available in 2021.
Functions And Features In Consideration
choosing the best call center software it depends on your team’s need, after planning and understanding what is the benefits you looking for, and what drawbacks to avoid, draw up a list of desired functions and features you looking for.
Call Routing
Call Routing, its means to connect the customer with the right person or department, to receive the service, it is very important to understand how it works this process, Whether your software offers automated call routing, or if customers need to select a department after listening to a set of options, some software systems are complicated to update quickly and easily.
So for this take your time in the trial period to setting up and changing your workflow, to make sure you’re not stuck with one configuration.
Omnichannel
It’s important to consider how well your new call center software will integrate with your other channels.
Provide and supporting customers through integration and interaction between different channels, like (email, social media or live chat).
It’s important to have a unified customer service experience, this would reduce customer friction, and increase the efficiency of supporting team after inbound calls should be logged on your help desk, other persons on your team could see the context of previous customer interactions trough unified database, this feature permits to create a consistent customer experience.
Outbound Calls
Sometimes the agents might need to make outbound calls to customers to present a set of proactive customer support options, promotional products or services, targeting more prospects.
Look for software that includes an automated dialer and easy to use call logging features so your CRM stays up to date.
Reporting
An efficient and important tool, help manager in scheduling and plan for the future to develop the performance of service provided through the database, like incoming call volume, call trends, and agent efficiency, these data assist to manage common issues that customers are calling for.
Give managers a vast vision of how your team handling the workflow traffic, gaps in your support coverage, build the strategic plans and report depends on data collected.
CRM Integration For Customer Context
If you looking to provide efficient support customer service, in this situation, it would be helpful to choose a system that could integrate with CRM for customer context, why?
The supporting team could provide effectively helps, through a database that is stored about each customer, and all his previous summary interactions, which prevents customers from having to repeat themselves, this would increase the satisfaction with the services provided.
Pricing
Finally, it could be confusing and increase the expenses of the company, depending on how your chosen software assigns your phone numbers, so make sure before any commitment about the pricing for each minute on the phone, to avoid any extra charge more than expected.
Make sure to confirm what’s included in the package and how much each call and minute will cost.
The Top 5 Call Center Software
now after you determine and evaluate your needs during you looking for call center software, here we listed the options available take a look.
Ringcentral Contact Center
Coming on the top of the list, it’s a great software system to provide more solutions for both sales and customer service team.
This software offers one of the most innovative of the cloud-based phone platforms, that support both desktop and mobile users.
RingCentral contact center, designed around a number of core features such as :
CRM integrations, omnichannel routing, as well as the inevitable reporting dashboard and analytics, moreover, RingCentral has powerful call delegation and answering rules, that would make calls routed to the right person or department.
The software provides three different plans depending on the company size or their needs, basic, advanced, ultimate, the function and the features of each plan are variable as the price as well.
Check their website for more details.
Freshcaller
Freshcaller is call center software provided by Freshworks, designed to be easy to use, and could manage everything from a single control panel, as well as run from the cloud-based solution, which does not require hardware, this makes it a great solution for small business.
The software provides some essential free functions such as forwarding calls, control, recording, and routing.
The basic level is free for unlimited agents, basic call queues, custom ringtones, and other sets of tempting features, with the only cost being call charges.
As other software has various paid packages, that meet the diverse needs of the market, more expensive options offering more advanced features of course.
Five9
One of the huge software in the market used by the biggest companies regardless of his business activities.
Five9 is an all-in-one contact center solution, that allows managing both customer support and sales, through a single dashboard, moreover, the software provides Intelligence Cloud-based solution that empowers your customer service agents and gives them more flexibility to work from anywhere.
This software provides sets of major benefits that meet the various business activities, such as, integrate with sets of CRM platform software, Omnichannel support, call routing, analytics, predictive dialing.
The Five9, offer a wide range of solution that customizes depend on the needs, size, and activities of each business, pricing is customized according to need.
Zendesk Talk
What makes this software one of the most extensive customer service platforms?
Given the major feature building a cloud contact center around customer relations management CRM, and not just integrate with it, that would make it the best for customer service.
The support team could access the full customer history, provide the service immediately, and maximize the workflow.
With more additional features as, call recording, and automatic ticket creation, analytics that allow being tracked and monitored, and evaluate the team’s performance.
As well as other software suppliers there are various plans that diverse between free plan with limited essential functions and a more professional one with more hight features.
CrazyCall
If you think to increase the efficiency of the sales team, CrazyCall is a great solution, by the features offered, such as call monitoring, call transfers, and a callback widget, all of these features would give your team fruitful results.
As the previous software listed, the CrazyCall provide different plans to start from 11$ per month per user, to more professional that cost $45/month/user.
You could benefit from a trial period for 14 days.
Conclusion
According to the recent survey showed, a high percentage of the interaction between customers and companies, 48% of consumers prefer to communicate directly with the company, while 75% of people appreciate more human interaction for customer support, as well as their preferred channel are varied In different proportions.
This truth about the importance to have high-quality customer service should be intake when the business startup planning.