The quality of your call center means everything to your customer service and sales, given that most consumers prefer to communicate over the phone. What are the vital call center phone systems features for your operation?
Find out the 18 essential features a call center needs.
Key Takeaways:
- Your call center needs tools that help you remain competitive in the marketplace.
- ACD, IVR, call analytics, softphones, and call prioritizing are crucial to providing efficient customer service.
- Your call center should have business software integration, DID, omnichannel communication, internal chat, and call presence.
- Call monitoring, whispering, and barging improve training.
What Call Center Software Features to Look For
Call center phone systems features are more than extra bells and whistles you add to a phone line. These components elevate your communications from simple connections to powerful tools for customer support.
Whether you’re doing inbound, outbound, or both, a modern cloud-hosted call center helps you increase customer satisfaction for a fraction of the costs of traditional public branch exchanges.
1. Automatic Call Distribution
ACD routes your calls to agents in line with your predetermined policy. Routing calls to the right person the first time can work wonders for your productivity.
A top feature of ACD is skills-based routing , which gets customers to the agents with the qualifications to help with a particular problem or question. Simultaneous inbound call routing rings all calls at once to make sure a caller reaches whoever is available.
Regardless of the system you desire, your call center dashboard lets you set up routing with whatever rules suit your organization, eliminating the need for manual call transfers.
2. Interactive Voice Response
IVR is one of the top call center phone systems features because it helps you appear more professional and attentive with a 24/7 digital attendant that does more than answer calls. Callers can handle routine account and payment procedures with secure artificial intelligence for convenient self-service.
Using call queuing with your IVR system lets you keep numerous incoming callers on hold when agents are busy. This empowers call center teams to service each person in an appropriate order according to their needs.
3. Call Analytics
The only thing standing between you and being able to optimize your call center efficiency is having clear and current metrics that rate your performance. Real-time analytics are among many companies’ favorite call center phone systems features.
In the past, you could only rely on agent self-reporting and random samples when your management team had time to monitor and record. Now, AI captures analytics for a consistent overview of agent activity and the mood of a conversation.
4. Softphones
You can purchase equipment that does a fantastic job for remote and in-office workers, but you can also use apps that operate on your team’s personal and mobile devices to take phone calls anywhere.
These “softphones” offer excellent functionality that allows your leadership the same monitoring capabilities and preserves data securely.
5. Caller Priority
When 20% of your customers bring in 80% of your revenue, prioritizing high-value customers is one of the most necessary call center phone systems features. Priority alerts put these key clients at the top of the call queue so you can give them the gold-star service they deserve, even during periods of higher call volume.
6. CRM Integration
Your call center brings in crucial data that benefits other teams. Entering and reentering details into your customer relationship management (CRM) software or enterprise resource planning is a recipe for inefficiency and mistakes.
Find a call center software that integrates with popular business applications, like Salesforce. Access to an API platform lets your developers link your call center with your customized apps.
7. Direct Inward Dial Numbers
DID numbers can create a local presence and build a more personal connection between account managers or customer success representatives with clients. Instead of having to proceed through an auto attendant or IVR, callers can reach an employee with a direct number.
This call center feature also prevents incoming connections from tying up your line.
8. Omnichannel Communication
Reports show that companies retain 89% of their customers when they offer reliable service across multiple communication channels. Your call center phone systems features should allow you to provide customer service effortlessly across different communication methods.
Take a conversation from chat to voice and back again while keeping the pertinent info in one convenient digital spot. You can also keep emails and text communications together and integrate the discussion into your CRM.
Customers will appreciate the seamless interaction in whatever communication mode they desire at the moment.
9. Call Presence and Internal Chat
Customers often turn to online manuals and FAQs before calling customer support, so when they do call in, their queries are more complex than quick fixes can usually resolve. Instead of agents having to put a caller on hold to reach an expert or a different department, chat tools let the agent communicate with a team member to get answers quickly.
Your call center phone systems features also enable easier internal connections and transfers. With the call presence function, agents and managers can determine which team members are available before a transfer so callers aren’t endlessly on hold.
10. Call Monitor, Whisper, and Barge
Call monitoring, lets trainers and supervisors listen in to customer calls without callers knowing. With call whispering, the trainer can discreetly coach an agent, while barge allows the trainer to jump in and help without having to put the caller on hold. This can expedite the time it takes to coach new agents or improve existing call center agent performance, by allowing trainers and trainees to collaborate during live calls.
11. Inbound & Outbound Call Flow
Efficiently manage incoming calls with features tailored for inbound call centers while supporting outbound call center operations for sales and follow-ups. Advanced routing ensures customers are connected to the right agent, streamlining service delivery and improving satisfaction. Tools like click-to-dial and preloaded call lists enhance productivity in outbound campaigns, driving better outcomes with fewer missed opportunities.
12. Cloud-Based Call Recording and Transcription
Cloud-based call recording and transcription improve quality assurance and compliance efforts by offering easy access to past conversations. Supervisors can review interactions, identify training opportunities, and ensure adherence to company policies. Real-time transcription also enables agents to focus on the conversation while capturing critical details, leading to more accurate follow-ups and superior customer experiences.
13. Predictive Dialer
A predictive dialer optimizes phone number dialing by connecting agents only when a live customer answers. This eliminates wasted time spent on unanswered calls or busy signals, boosting outbound efficiency. Predictive dialing integrates seamlessly with customer data to ensure outreach efforts are targeted and personalized, enhancing the likelihood of successful interactions.
14. AI, Automations, and Workflows
Leverage AI-driven automations and workflows to access customer information quickly and handle routine tasks efficiently. Intelligent call routing, automated follow-ups, and AI-based chatbots reduce agent workloads while maintaining a high level of customer service. These tools improve response times and create a smoother overall experience for customers and agents alike.
15. Customer Callback Requests
Empower customers to request a callback at their convenience, reducing frustration with long wait times. Callback functionality enhances customer satisfaction by ensuring they receive assistance when they need it. This feature can also help balance call volumes and optimize agent availability during peak hours.
16. Computer Telephony Integration (CTI)
Integrate your phone system with customer data using Computer Telephony Integration (CTI). This functionality allows agents to view customer profiles and history during live interactions, enabling personalized support. CTI ensures agents have the context they need to resolve issues quickly and effectively, improving the customer experience.
17. Call Scripting Templates
Provide agents with pre-designed call scripting templates to guide conversations. These templates ensure consistency, professionalism, and compliance in every interaction. Customizable scripts help agents navigate common scenarios, upsell opportunities, and troubleshoot efficiently, ultimately driving higher success rates and customer satisfaction.
18. Post-Call Surveys
Gather valuable customer feedback through post-call surveys. Whether conducted via voice, text, or email, surveys provide insights into customer satisfaction and agent performance. Analyze responses to identify trends and areas for improvement, ensuring your call center continually evolves to meet customer expectations.
How Advanced Call Center Features Improve the Customer Experience
Advanced call center features streamline customer interactions by enabling faster, more efficient service. Tools like intelligent call routing and automated workflows reduce the time agents spend on administrative tasks, ensuring customers are quickly connected to the right support. These enhancements lead to reduced wait times, allowing customers to receive assistance promptly and fostering greater satisfaction and loyalty.
Higher first-call resolution rates are another critical benefit of advanced call center technologies. By integrating customer data through tools like Computer Telephony Integration (CTI), agents can access key information in real time to provide personalized, effective support. Features such as internal chat and call whispering empower agents to collaborate seamlessly with team members, addressing complex issues on the spot and leaving customers with a positive and lasting impression.
Your Source for the Best Call Center Phone Systems Features
This list has only scratched the surface of what you can do with the best call center software features. Discover everything a contact center platform can do for you with assistance from our team here at Intermedia .
Rob Oscanyan
Robert Oscanyan is a Senior Director of Product Marketing at Intermedia, where he focuses on helping businesses improve their customer experience using Intermedia's award-winning cloud communications solutions. Rob has over a decade of experience spanning market research, messaging, and elevating the voice of the customer. In his free time, he constantly creating new adventures with his wife, seven kids, and a small army of pets.
October 26, 2024
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