Businesses must not depend on manual efforts, they should be purely process-oriented. Communication plays a major role in organizations. If companies do not manage communication properly, tracking and maintaining the whole system becomes chaotic. Call center software is useful for addressing all communication loopholes in many ways. It streamlines and automates day-to-day call flow to address all department needs of an organization. It synchronizes automation, tracking, managing, call routing, monitoring, and recording for quality assurance to increase the agent’s productivity. Along with the great customer service-oriented features, Office24by7 provides advanced reporting and analytical features to gauge employee performance for business enhancements. This article discusses the call center software benefits that a business organization can gain with Office24by7.
Modern businesses leverage the innumerable advantages of call center software by deploying one. Considering the critical aspects of call center software, let’s explore the major call center software benefits:
Automation
Automation is often considered as a major disruptor. It is becoming the rule for delivering faster for wealthier customer experiences. The call center industry has eventually upgraded with advanced applications intertwined into customer-friendly processes to reduce time consumption, manpower, and money to upsurge accuracy. Communication of all the departments in an organization, such as service, lead distribution, and customer support, is possible to automate, enabling IVR to perform complete automation at a 360-degree angle. This leveraged technology resolves issues promptly to take the customer experience to the next level without human intervention. This system paves the way for the call center employees to concentrate more on important issues with high-need customers.
Communication Automation
Businesses are customer-centric. Resolving issues about the product or service is a company’s stature. With this upheld, the customer expects the company to resolve issues quickly, efficiently, and professionally as First Call Resolution (FCR). Hence, in every case, the communication automation system builds transparency as the IVR automates inbound and outbound communication. This leveraged automation configures a single virtual number to receive or make calls. Calls are routed through DTMF input as per the customer’s need. This communication automation lets agents access, collect, and exchange information instantaneously. Thus, the software enables a smooth transition, overcoming calls dropping and customer wait times. Office24by7 call center ensures the recording of all incoming and outgoing calls, ensuring quality.
Service Automation
Customer service is most important, and retention depends on the services of an Organization. Hence, augmenting customer service is an essential step that businesses must take. Through this application, service automation can be done as the techie customers want the resolution at the first instance. To reach their expectations, Office24by7 have implemented the feature like Sticky Agent. The entire history of the customer issue is visible to the agents who attend to the customer and helps to deliver personalized experience to the customers. Once the customer receives a quick resolution professionally, becomes confident and faithful towards the organization.
Sales Automation
Generally, organizations carry out promotional activities with varied marketing strategies. To build up familiarity, company usually popularize activities through traditional media, which are inefficient in tracking and analyzing the best working channel. Sales automation made it possible to track every prospect response by assigning a Virtual number to work as a single point to handle and forward to the destined range. With this, customer identification becomes easy, and lead generation will be hassle-free. Based on marketing strategies and lead generation, businesses can target audiences by sending relevant information, paving the way for customer engagement and sales.
Support Automation
To retain customers, need to make sure that the service is accessible with rapid speed. Companies face several issues in providing the service on time. To resolve the issue of such companies, a Virtual Number can be published by configuring it with the inputs of the customer’s purview. Whenever a call lands on the Virtual Number, it will ask for authenticated information like date of birth, etc., for security reasons. Then, it allows the further process to balance inquiry and service expiry date. With this process, manpower and time consumption is reduced efficiently.
Seamless Tracking
Call center software benefits also include automated and seamless tracking of customer interactions for improving business and sales processes.
Customer Feedback
Knowing customer satisfaction levels is most important after buying a product (or) post visiting the showroom (or) post demo through Outbound IVR. This process helps to fill the gaps in the total process and retain the customer. Instead of searching for a new client, retaining existing clients is more useful to the company. No human interaction is involved in this process. Time and investment are also minimal.
Employee Tracking
With an efficient call center, organizations can track every employee’s activities, log-in details, number of inbound and outbound calls, breaks, interactions, and man hours worked in a day. An organization can set benchmarks based on performance. The admin can monitor live call handling by using call handling techniques like call monitoring, barging, and whispering, improving the calling activity agent’s efficiency, thus enhancing agent–customer interaction. Office24by7 dashboard enables businesses to set thresholds and alerts on real-time statics like dial methods, queue management, call forwarding, lead generation, etc. Extractable reports and analytics provide a detailed view of call history comprehending ROI.
Customer Tracking (R & A)
Customer tracking is very important. Once a lead is onboard, a lot of process is involved to convert or retain the customer. Even after conversion, businesses track the payment details. Classifying the number of customers on board in a month is easy. Office24by7 tailors the reports to business needs to access the relevant information required to make prompt decisions. The admin panel of Office24by7 enables hierarchy officials to manage agents from anywhere and to align the operational process at their fingertips, keeping track of every customer on board in real time.
Lead/ROI Tracking
For any outdoor advertising, either through social media or PPC, we need to publish the details through leaflets, messages, emails, etc., though tracking the responses is unmanageable. Office24by7 has introduced a technique to track all the responses by assigning a Virtual Number, which helps to comprehend the ROI and make available market strategy analysis to invest in the right platform.
Product Feedback
This tool is useful to forecast the product’s value in the market before or post-launch. Customer expectations are easily identifiable and comprehensible. Through an outbound IVR, easily measure the customer’s intent of the particular product. A survey can be performed for voting predictions.
Call Tracking
All the Incoming and outgoing calls of an organization are trackable. These details are extractable as calls-wise, department-wise, and product-wise. All the calls are recorded to listen to and improve the interaction between the customer and the employee.
Improve Business Goals
Call center software provides many upsurges that benefit businesses. Unique features that are incorporated in this technology create strength in many areas. Let’s talk in detail about the benefits of improvements.
Customer Satisfaction
Customer satisfaction is the main object of accelerating any business. It’s simple to say but chaotic to manage without the process. The entire industry is customer-centric, trusting that the happy customer is the best brand promoter. Call center software helps to increase the customer experience and satisfaction levels of every interaction. With this, sketching out the critical points, service failure, and quality of interaction becomes clear and transparent. However, this is a crucial time for organizations to understand the greater competition in customer retention. A retentive approach is always wise instead of identifying a new business. Hence, keeping a closer eye on filling the gaps in customer experience gives sustainable business forever.
Employee Satisfaction
Undoubtedly, the agent is the front face and plays the main role in the case of customer satisfaction. Most of the customers look forward to the resolution at the first instance, which may irritate the agent at times. To provide an awesome customer experience, an agent must be well-talented with multiple skill sets. Any employee is satisfied with his ability to execute and address the needs of the hour. Frequent training, development, and motivational programs must comprise methodologies to equip the agent with greater satisfaction.
Sales & Revenue
Since every activity is automated, visible, manageable, and saves time for an employee, productivity increases enormously. An effective employee presentation directs toward many sales closures and increases the company’s revenue by leaps and bounds. It helps to drive the business successfully at every touch point.
Accuracy
This tech-savvy world is buzzing about the accuracy of the business process. Subsequently, Office24by7’s call center software benefits have brought clarity even in minute points to increase the accuracy of all the aspects that control the information and maintain transparency.
Security & Redundancy
Office24by7 is a highly secured platform. Redundant servers are being applied in multiple locations to give the maximum output. Every transaction is authenticated within the network at multiple stages by using encrypted tools. Hence, users can ensure the authenticity of the data and fraud cases. Also ensures increased regulatory compliance and affords complete traceability so as not to tamper with any data.
Reduce Redundant Tasks
This technology is helping thousands of businesses, from small-scale to large-scale, and benefiting by eliminating the overheads as detailed below.
Manpower
It is obvious and evident that the acquisition of multiple resources is cut straight forward as the activities of all the departments are automated. Communicating with each other and maintaining lengthy updates are tough with traditional methods. Technological innovations have removed the burden of all such cases of organizations and customers.
Human Intervention
Customer experience is a top priority in any industry. Office24by7 software has the technology to avoid human interactions with the customers as every option is included in IVR to be selected by the customer as desired.
Integration
Apart from the above call center software benefits, there are also a lot of other advantages, seamless integration capabilities being one of them. Integration is the beginning of streamlining the software developmental process. Office24by7 offers powerful API suites, enabling any third-party application and tools to be integrated. We prepackaged a whole set of API integrations for every feature to get tailored to the organization’s needs.
Powerful API
Office24by7 Powerful API suites enable advanced and customized integrations of third-party software and proprietary applications with easy implementation and configuration.
IVR
A single or multi-level Interactive Voice Response system is an automated self-service segment without human intervention that can route callers to favorable destined points through DTMF voice inputs. It is customizable with a welcome message and several prompt and custom options that help to connect the right customer to the right department for healthy interactions. IVR is configurable through a single virtual number to handle several concurrent calls simultaneously. Every feature is tailorable as per business requirements. IVR allows automation of auto-responsive channels like SMS, email, and voice mail and generates leads missing not a single potential lead.
Agent CTI
Agent CTI stands on top of all call center software benefits and allows employees to access and manage customer information during support calls. As soon as the call initiates in connection with the customer, a screen pops up on the agent dashboard with all customer details for agents to edit and refer to for further processes from the CRM for higher efficiency and healthy customer support interactions. The Agent CTI enables agents to take customers on a conference call, transfer a call to another department, or give feedback on IVRs instantaneously for swift resolutions. This addresses customer needs quickly, eliminating the need to toggle between screens and entering replicated customer information.
Call Routing
Office24by7 offers an artificial intelligent routing system identifying which customers to be routed to what level, automatically extracting out of customer active interaction. Customizable routing features based on skill, time of the day, priority, ACD, etc., make it comfortable for the organization to set protocols and to assign, manage, and respond to every customer’s unique needs.
Data Management
Any service without proper data management and business oversight makes achieving customer satisfaction and retention impossible. Every business’s unique requirements and actions depend on the stored analytical data
Communication
As per the study, 70% – 80% of the crowd believe the issue can’t be resolved on the phone. Office24by7 has made it happen to block the communication gap between the departments for the convenience of customer and agent interactions.
Service
The new generation of techie customers wants the resolution at first instance. To reach their expectations, implemented the feature like Sticky Agent. The entire history of the customer issue is visible to the agents attending the customer.
