Top 5 Call Center Software Characteristics To Look For

By Author: Harold Vance
Total Articles: 104

The call center industry is booming. The call centers are now replacing their traditional call center systems with the advanced call center infrastructure. One of as such must have call center infrastructure is a “Call Center Software”. Whether you are a startup call center or a well established contact center, you might need the call center software. There is a plethora of options available in the market for a call center software. The different call center software has different features. However, most of them might make you confused with so many options available. Each offers a great deal of features. However, if you are all set to buy the call center software then you have to make sure that your call center solution contains these 5 characteristics aka specifications.

Remote access
As per the trend your call center solution must allow you and your agents to access your system remotely. Of course, the access must be secure, but must be provided. It will offer the flexibility to you and your agents to work remotely and offer the real time work and support. Many of the call center software achieve this feature by offering a web based admin panel.

Cost Benefits
Make sure you get some reduction in expenses by making the call center software part of the infrastructure of your contact center. This can be achieved by different features. For  example, Interactive Voice Response System will automates call answering and answer basic queries of the customers. This will keep your agents free to provide high end support. The SIP based calling using the internet protocol for offering the calling services. This makes internal staff calling free. Moreover, it reduces the outbound calling cost remarkably.

Advanced Supervisory Control
The supervisors play a pivotal role in any contact or customer support center. Thus, it is important that your call center software offers the advanced features to your supervisors. There are many as such features which give advanced features to the supervisor for quality control. For example, Live Call View, which can be used to see how many agents are on call at the moment and attending customers. The barge-in feature can be used to secretively hearing conversation between the caller and your agent without the acknowledgment of any of them.

Advanced Agent Training Features
The call center software must have advanced tools and features to strengthen your agents because they are the one who actually face the clients and can make or break your business. The features you should look for the agents can be Disposition to enter the details of the conversation with the caller so next time system can get the details of the communication. Popup Script, to prompt the agents what to speak when the caller is on the line.

Reports
The reports are very much important for any call or contact center. It enables the management to analyze different traits and working model. It also enables to make certain decisions. There are call center software, which offers many custom reports as well as live call reporting.

These are the top 5 specifications you need to look for before you buy any call center software.