Things to Consider When Choosing your Contact Center Solution

August 3, 2021

Struggling to find a good Contact Center Solution? Customer service management is now widely recognized as being just as vital as the quality of products and services that brands provide. According to a study, 93 percent of customers are more likely to purchase products from companies that provide exceptional customer service. Furthermore, when given a favorable customer service experience, 74% of consumers are likely to spend more or exhibit more loyalty. Companies must have a reliable and powerful contact center solution (or call center solution) to handle all inbound and outgoing connections with their prospects or customers in order to provide excellent customer care.

Interactive Voice Response (IVR)

The concept behind IVR is simple: it allows callers to select from a variety of alternatives corresponding to various types of requests.

Press 1 to check your balance.
Press 2 to talk with an agent.

For ensuring 24-hour phone service, interactive voice response is essential. It categorizes call causes so that your prospects and customers are routed to the most appropriate wait queue and an agent may tailor his response. Simple requests, such as checking one’s balance or paying a bill, can be done by the consumer without the assistance of an agent, allowing the agent to focus on more challenging requests.

Real-time supervision

Real-time monitoring is a necessary component for overseeing a call center’s overall operation. Your supervisors can see all of the crucial indicators at a glance thanks to customizable dashboards that are available in real-time, allowing them to make quick decisions: agents online, clients waiting, agents available or on a break, and so on. Other methods of supervision, such as quiet listening, whispering, conferencing, and internal conversation, enable agents to improve their efficiency and performance.

Reporting

Among the many critical performance metrics that speak to the quality of your customer service are the average response time, average handling time, FCR (first contact resolution rate), CRR (customer retention rate), and average pickup rate. Rich reports are a crucial tool for overseeing client satisfaction and should be an important component to consider when picking your call center solution in order to optimize your KPIs.

Automated Call Distribution System

Inbound calls are sent to the most qualified agent available using intelligent skill routing. The call is directed to the agent who is most capable of providing a clear and speedy answer, whether it is based on the language spoken, expertise, or a specific product. As a result, the Automated Call Distribution or ACD significantly reduces incoming call wait times, improving both customer happiness and productivity.

Also Read: The Benefits And Importance of Auto Dialer for Small Businesses

Things to Consider When choosing your contact center solution

Omnichannel Strategy

Customer service digitalization, which accelerated dramatically in 2020, now necessitates understanding new customer service channels. Customers still prefer to communicate with brands via phone and email, but they now use SMS, web forms, chat, instant messaging, and social media to do so. As a result, your contact center solution must be omnichannel, with all customer service channels centralized in a single interface. Your agents will have a 360-degree perspective of the customer’s history and interactions, and they will be able to integrate communication across all channels.

Integration with CRM

Your call center solution must readily link with your CRM (Customer Relationship Management) or industry tools in order to swiftly identify customers and provide them with customized responses (ticketing systems, helpdesk, payment system). One of the many choices available with a CRM and contact center solution integration for ensuring the quality of your customer care is fast identifying consumers in your Interactive Voice Response or enriching your customer data.

Pop-up files that appear automatically

Pop-up files allow your teams to get all of the information they need about a customer before they ever pick up the phone. This functionality is enabled by the call center solution’s interface with a CRM, and it allows for the customization of each customer discussion as well as an agent’s responses. It can keep track of a customer’s account, present their history, and review previous interactions in order to provide personalized service.

Dialer for outbound calls

The outbound call dialer allows you to make calls automatically from a list of phone numbers—from a CRM or straight from the call center solution. There are three dialing modes available: preview, progressive, and predictive. It allows you to customize your call strategy to maximize the reachability rates of your contacts, which is useful for teleprospecting, web lead callbacks, order follow-ups, bill reminders, meeting reminders, and satisfaction surveys. A reliable automated dialer is essential for enhancing agent productivity and ensuring campaign success.

Recorded Calls

You can record phone calls between your teams and customers or prospects and listen to them afterward. This is an essential component of agent training. Listening to their calls allows them to identify points of progress, potential roadblocks, and causes for client discontent when seeking to provide exceptional service. Recorded phone calls can potentially be used for legal purposes in the event of a consumer dispute.

Do you need a Dialer System for your Business?

JNA Dialer is an Industry Leading Dialer System that provides an intuitive and versatile call center solution that adapts to your demands in order to maximize client happiness and provide exceptional customer care.