Must-have Call Center Management Tools For Your Bpo Company

By Author: Alicia Johnson
Total Articles: 14
Comment this article

The BPO industry has been on a roll with deep penetration in almost every business sector and high demand. In addition, the Coronavirus pandemic has shifted every business into a remote infrastructure, which brought the call centers to the fore.
 
However, this demand for the BPO has not come free of cost; the companies operating in this sector have built a modern and technologically advanced infrastructure. Most USA based call centers use multiple call center management tools to ensure maximum productivity and client and customer satisfaction.
 
So, here is a quick guide to the different types of call center management software and tools that USA and Canadian BPO startups should start to count on and use.
 

Skill-based Call Routing 

 
A lot of the USA based call centers have already started using such modern tools. Skill-based Routing, or SBR systems, can route calls to the agents based on their skills of handling the specific type of queries ...
... and customer preference, or the business rules. Such systems play a huge role in increasing the overall productivity of the call center as a whole.
 

Predictive Dialers 

 
Predictive dialers have been a worthy replacement for the traditional ones. Timing and customer preference can make a huge impact on the impression of the call being made. Earlier, the dialer used to call people based on the leads that fed in the system, irrespective of the recipients' schedule and preference. This would result in the maximum agents facing call rejections and the tag of bringing a cold caller.
 
On the other hand, the modern-day predictive dialers work on the algorithms fed in the system based on their timing preference, profession, requirements, etc. This results in less irate customers, call rejections, and being tagged as a cold call.
 

WFM (Work Force Management) 

 
Another very common software tool in Canadian and USA-based call centers is a WFM. It has become one among the three most important tools in any business organization, including CRM and HRM. For example, a workforce management tool can predict fluctuating call flow and staff agents accordingly.
 
It also has artificial intelligence for machine learning and considers various parameters, like customer frustration or a very high abandonment rate. Along with this, it also records and manages every other aspect of a business, including understaffing or overstaffing, losing business, etc., and helps you make informed decisions.
 

Automated Machine Detection 

 
An AMD, or automated machine detection tool, can help save a lot of time for the agents. The system detects whether the placed calls are on the answering machine or a human has answered. So, all the calls that go through an answering machine are not placed to any agent. Instead, the call is only continued as there is a human voice on the other side.
 
This can surely help businesses increase their productivity.
 

Analytics 

 
Analytics has become a norm of the BPO industry, and almost all USA based call centers use it to their advantage. Keeping track of the customer engagement analytics, satisfaction, agent performance, etc., can help make informed business decisions.
 

KPI Monitoring Tools 

 
KPI tools are exclusively for the in-house operations of the BPO companies. However, most established call centers use KPI (key performance indicators) to keep track of the total productivity and output of a team, along with individual performance.
 
This helps in various ways, be it redesigning the operational infrastructure to become more productive or training agents based on data points on their performance. So, in any way, the tool can boost productivity, be it startups in Canada or a Philippines BPO.
 
The Final Story 
 
The effectiveness of a BPO company depends largely on its approach to operations. That’s the primary parameter that clients judge the feasibility of USA based call centers on. Irrespective of how efficient you can get your company to be or train your agents, your services are incomplete if you don’t use certain call center management tools.
 
So, to ensure that you never lose the existing clientele's trust and help you bag new clients. The success of your US based call center or BPO in any part of the world depends on the kind of tools and management tools you use to boost productivity.
 
Now wait no more, get to know more about the software you should think of implementing.