An ever increasing number of companies are now using call centre software to improve the quality of their customer service or to boost the productivity of their call centre agents. This tool is now accompanied by a range of technologies and options, enabling the long-term transformation of customer relationship management. When it comes to productivity, what can we really expect from call centre software? To help you plan ahead, Vocalcom will present here its main advantages in this area.
The call centre software is a tool to increase team productivity while enhancing customer satisfaction. To achieve such results, this software has a number of undeniable assets. Firstly, it provides access to data in real time via its intuitive interface, and users can make optimal use of this feature when integrated into a CRM, as it brings all the data together in one place, making things easier to find.
The call centre software also has a number of other advantages. These include high-performance systems such as Interactive Voice Response (IVR) or Automatic Call Distribution (ACD). In addition to all of this, the call centre software also brings together all channels, in an omnichannel approach.
In short, it makes things easier for agents by simplifying exchanges with customers and ensuring day-to-day operations are more consistent and run more smoothly. The perfect way to boost everyone’s productivity!
As the world leader in cloud contact centre solutions, Vocalcom offers you high-performance call centre software for managing inbound and outbound interactions, with a number of innovative features. They all play an essential role in the smooth running of your customer relations, helping you to be more productive.
First of all, we know that it’s extremely important to have the right information at hand to be able to meet our customers’ expectations as effectively as possible. Our software integrates perfectly with your CRM to centralise all your data.
New technologies have emerged in recent years to boost productivity. We are thinking in particular of artificial intelligence, which is constantly making headlines. Chatbots, data analysis, choosing the right channel, smart pairing… All of these innovations enable agents to move away from repetitive tasks and concentrate on higher value-added missions.
Thanks to Automatic Call Distribution (ACD), intelligent routing is becoming a reality, helping to increase agent occupancy rates. This solution is capable of automatically redirecting an incoming contact to the right agent, in other words one who is both qualified and available. ACD can also prioritise call routing according to customer profile: key accounts, loyal customers, etc.
Live Chat is an excellent complementary solution to calls. With this on-demand feature, a single agent can handle several cases simultaneously. This allows several problems to be resolved in record time, boosting productivity, particularly during peak call periods.
Finally, the predictive dialer can make it easier to reach your agents, since it can call several numbers at the same time. Algorithms are used to define and follow a strategy tailored to your objectives. Again, this allows huge time savings.
If you choose to use call centre software for the first time, it’s important to keep a close eye on your performance, particularly in the weeks and months following implementation. There are a number of KPIs on which you should focus.
To measure your productivity, we highly recommend that you monitor the quality of service rate, average conversation time (ACT), average handling time (AHT) and first contact resolution rate. These KPIs should help you monitor your call centre activity and understand how it is affected by the call centre software.
