Let’s find out the importance of a call center software, after all, even in today’s digital world, customers often prefer to contact customer service over the phone.
The immediacy and familiarity of speaking with a live person promotes trust between a customer and a customer service representative.
However, for many growing businesses, managing phone support can be a significant challenge. While it is frequently an excellent way to assist customers, it is also the most time-consuming, inefficient, and difficult-to-measure support channel.
If you want to provide excellent phone support to your customers, you’ll need an effective call center software that enables your service team to perform at their best.
Without this software, customers will be placed on hold while agents attempt to resolve their issues. Supervisors will be unable to manage the chaos because they will lack visibility into call volume and trending information.
The best call center software routes calls to the appropriate agents, provides additional context to employees, and assists management in implementing an omni-channel strategy.
Therefore, whether you’re a small team of ten or a large one of several hundred, selecting the appropriate tools to build your call center is critical.
This post discusses common call center software features and the year’s best call center software options.
Call Center Software Features
The best call center software for your team is entirely dependent on your unique requirements.
Each tool has a number of advantages and disadvantages that vary according to its intended use.
To determine which tool is best for you, create a list of desired features and then narrow your selection to the top choices. The following are a few features to consider when conducting your search.
If you’re looking for call center software, you’re probably also supporting your customers via other modes of communication (like email, live chat, or social media). It’s critical to consider the integration of your new call center software with your other channels.
According to HubSpot, a unified customer service experience lowers customer friction and boosts frontline efficiency.
In an ideal world, all incoming calls would be recorded on your help desk, allowing agents to follow up via email.
This feature enables your entire team to view the context of previous customer interactions — regardless of the channel through which they occurred.
As a result, you’ll deliver a consistent customer experience regardless of which channel initiates the interaction.
2. Call Routing
When customers contact your team, how do they quickly reach the appropriate person?
Whether your software supports automated call routing or requires customers to select a department after hearing a series of options, it’s critical to understand how your call routing will work.
Many systems are difficult to update on the fly — so during your trial period, experiment with setting up and changing your workflow to ensure you’re not locked into a single configuration.
3. CRM Integration for Customer Context
Customers find it inconvenient to repeat their issue to multiple support representatives and to summarize their previous interactions.
However, when agents have a better understanding of the customer, they can provide more effective support.
They can quickly refer to previous interactions with the customer, avoiding the need for customers to repeat themselves.
Agents can analyze product usage trends and take steps to ensure the customer does not have to contact them again regarding the same issue.
Numerous call center tools provide context via CTI (computer-telephony integration) pop-ups that identify a customer by phone number and display previous interactions via the browser.
Understanding how the software you’re evaluating logs calls and integrates with other systems (such as your CRM) is critical for providing sufficient context to your agents.
Cloud-based call centers will require a cloud-based calling system to integrate with their online databases. Cloud-based calling, also known as Voice over Internet Protocol (VoIP), is a type of phone system that utilizes the internet rather than a traditional phone line.
While this service is typically provided by a third-party provider, it is typically less expensive to install and maintain than traditional landlines.
This is because VoIP eliminates the need for on-premise hardware, thereby eliminating the typical maintenance and infrastructure costs associated with traditional phone lines.
To manage a call center effectively, managers must keep an eye on key call center metrics such as incoming call volume, call trends, and agent efficiency.
It’s impossible to manage scheduling and forecast without knowing how your team responds to traffic fluctuations.
Reporting can help you identify common customer service issues, identify gaps in your support coverage, and identify potential training opportunities.
6. Outgoing Calls
Call center software is used for more than just inbound customer service. If you provide proactive customer support, agents may be required to make outbound calls. To contact prospects, your sales team may use your call center software.
If your contact center also requires agents or sales teams to make outbound calls, look for software that includes an automated dialer and simple call logging features to keep your CRM up to date.
7. Usage Pricing
Examine the software’s pricing per phone call or per use. Depending on how your chosen software assigns your phone numbers, you may be charged more for each minute on the phone than expected.
Before you commit to any new phone lines, make sure you understand what’s included in the package and how much each call and minute will cost.
8. Interactive Voice Response
Your customers will be able to speak with an automated system before reaching out to your support team if you include an interactive voice response feature.
While your customer may not enjoy speaking with a machine, they may be able to resolve some of their issues or provide basic information that will allow your team to better serve them.
An IVR feature will assist your team in managing call volume and will automatically collect relevant information from the customer.
By the time the customer reaches a human, the representative will have all the information they require, and the customer will not have to repeat themselves.
9. Call Scripting
If you handle a high volume of calls about similar issues, you should look into call center software with a call scripting feature.
A call script, like a chatbot, detects specific keywords in the customer’s email and provides troubleshooting instructions based on a common answer. You should be able to use the script history to tailor your response to the customer.
A call scripting feature may also be useful in that it allows you to create common scripts that all of your agents can use.
As a result, the customer has a consistent experience regardless of which agent they speak with.
10. Escalation Management
You will be able to manage the escalation process for urgent customer support queries with the best call center software.
When a customer calls with a problem, they should be able to proceed to the appropriate party at each stage of the process.
Your call center software should also enable your agents to de-escalate issues by issuing vouchers, discounts, or refunds through the software, preferably during the same call.
Now that you know what to look for when evaluating call center software, let’s look at the best options.
Best call center software for your business
Look no further than HubSpot’s call center software and Service Hub for a powerful but user-friendly call center software.
HubSpot’s call center software, which is integrated with Aircall, is built on top of the company’s leading CRM and is linked to its sales and marketing platforms.
That means that regardless of who the customer speaks with, the front-line agent has all of the information they need to resolve the issue in front of them. Having all of this information in one place allows employees to provide a better customer experience.
HubSpot’s call center software includes advanced automation tools as well as insightful reporting, allowing your team to consistently improve customer service.
Service Hub includes a shared email inbox, live chat software, and self-service tools that work in tandem with Aircall for phone support. Aircall plans begin at $30 per user per month.
Businesses of all sizes can provide a delightful end-to-end customer experience across a variety of channels by combining HubSpot and Aircall’s cloud-based phone system.
When it comes to Aircall, this cloud-based call center can assist your support team in transforming customer experiences.
Some of the top features we mentioned earlier, such as IVR, cloud-based calling, call routing, and more, are included in this software. The software also includes features like skill-based routing, call queuing, queue callback, live call monitoring, and call whispering.
Managers can use the call whispering feature to advise teammates behind the scenes and make an immediate impact. This is excellent for both the customer experience and training purposes.
Aircall also provides call center analytics, allowing you to track the performance of your agents individually or as a team.
Nextiva is a simple solution that allows you to connect with more callers in less time and with fewer agents. IVR, automatic call routing, and call queuing are all available with Nextiva.
You can also optimize agent call flow, use virtual agents to automate interactions, and streamline the caller experience.