Is your business plagued by long wait times, confusion, and frustrated customers? While there’s no magic button to fix all these problems, plenty of quality-of-life software programs are available to streamline each process.
Here are six of the best systems you can get to improve the efficiency and quality of your call center.
1. Automatic Call Distribution
Often the most important system you can buy, an ACD works by rerouting calls automatically to the correct agents. This process reduces hold times exponentially and is essential for centers with high call volumes.
This software works best with other programs, such as virtual agents and interactive voice responses. It also can collect usage data and call monitoring for later analysis and training.
2. Interactive Voice Response
When paired with automatic call distribution, IVR can almost run a call center without any human agents at all. IVR works by computer-generating a response system based on the customer input, run by integrated AI.
The automatic question-and-response system means that an agent never needs to get involved for simple questions a client might have. Keeping the entire call automated reduces wait times, which has been proven to increase customer satisfaction, helping your business regardless of the industry.
3. Ticket Tracker
If a client has a problem that can’t be solved with a simple information lookup, an agent may need to create a ticket to keep track of the issue. Tickets help immensely with providing a paper trail and reducing miscommunication.
However, if you don’t have a solid ticket tracker system installed, the tickets are basically useless. These trackers can also be used to analyze how time is spent during the workday, allowing you to optimize your business operations. Find one that fits your needs, and work with the vendors if you can.
4. Virtual Private Network
A business VPN offers plenty of advantages, namely in security and privacy. It can also be used to safely access your company systems from the comfort of your own home, allowing you to employ virtual agents rather than a fully staffed in-person call center.
Working remotely offers numerous benefits, including employee satisfaction and cost savings. Keeping your staff happy profoundly impacts customer service since the clients can tell when your agents are genuinely glad to be at work.
5. Video Calling
Finding a good video conferencing software goes hand-in-hand with using a VPN for remote work and customer service. Not only does video calling allow for team meetings and individual evaluations while working from home, but many customers actually prefer seeing a human face while their issue is being worked on.
Consider implementing video conferencing software and training your staff on how to use it.
6. Cloud Storage
Last but not least, good storage is required for any business, but it is even more vitally important in a call center where customers may be trying to find information. Every agent will need access to the same, up-to-date data so that the clients can be helped efficiently and in a timely manner.
Using a poor storage system or none means that business may be slowed down, causing long wait times or unresolvable issues.
The Bottom Line
At the end of the day, the most important thing in a call center is that the customer or client finds what they need and can walk away satisfied. While these programs aren’t a substitute for poor customer service, they will make the lives of your staff and customers easier and help your call center be the best business it can be. Implement these simple practices and watch your customer service skyrocket!
