What is call center software?
Call center software is used to manage your company’s outbound and inbound telephone operations.
Call center managers, supervisors and agents can use this software to process incoming calls, place calls, monitor important call center parameters, supervise staff and load automated scripts for call handling.
Call center software can streamline telephone operations that would otherwise require significant investment in hardware and personnel.
Why do you need call center software?
Call center software is used by companies of all shapes and sizes. Whether you’re a small company with a dozen employees, or a large corporation with hundreds, call center software can simplify the telephone system on a grand scale.
As a result, the software also increases the effectiveness and efficiency of your company’s call management.
What’s more, compared with traditional call center management, call center software can deliver significant cost savings.
Good reasons for your company to implement call center software
Unlike personal calls, business calls have a specific nature and importance.
They also have a higher priority and may require immediate assistance.
Here are just a few examples of how call center software can help your business.
Meeting an urgent need
Your correspondent needs an urgent solution.
For example, he has just lost his credit card and needs immediate help to cancel it.
He may also need help requesting a replacement card.
These are needs that need to be dealt with immediately to reassure your customer.
In such a scenario, call center software that connects callers directly to support agents is recommended.
Responding to complex requests
Here you need direct interaction. Incoming calls are not always easy to understand.
In some cases, information may be difficult to convey by e-mail.
In this type of scenario, a phone call via call center software can make all the difference.
For example, resolving an anomaly in a travel plan that involves multiple embarkations, disembarkations and journeys.
Efficient call center software for the travel office can take the burden off callers.
Meeting a personal need
A special request following an online order or related to a medical problem that cannot be explained in an e-mail.
A personal situation that the caller can only explain in person. In all these situations, your caller wants to hear the reassuring voice of your call center staff.
Helping people who are less at ease with computers
Your correspondents and/or customers can be of all ages and types.
Some are technology-savvy, while others are not at ease with digital tools. The latter need human intervention via your call center software to resolve a problem.
In such circumstances, the telephone becomes your best companion for managing all your target audience’s conversations.
What are the differences between a call center and a contact center?
What’s the difference between a call center and a contact center?
This question can be confusing for some companies.
Here’s an overview of the differences.
Types of call center software
On-site call center software
On-site call center software is a telephone system that requires companies to install telephone hardware or software on their premises. They usually contain a fixed line and routing servers installed on site, in the old-fashioned way.
If you wish to install a control over the telephone system, this comes at a cost between thepurchase and maintenance of the existinghardware and software.
Keep in mind that call center hardware and software quickly become obsolete.
Finally, it’s quite difficult to extend on-site systems to other sites.
Cloud-based call center software
With cloud-based call center software, there’s no need to buy and maintain telephone servers and associated hardware and software.
