Whether you’re purchasing inbound call center software for the first time or considering an upgrade to your current system, there are a number of factors that you should keep in mind. One of those factors is the set of features that the system offers. Key features like live call monitoring and reporting can dramatically impact the way that you interact with your system, it’s important to make sure that this new system offers all the functionality you need.
For inbound call centers in particular, we recommend that your platform offers three specific features: call recording, live call monitoring, and quality assurance tools. In this post, we’ll dive into the details for these 3 must-have features for inbound call center software so your business can deliver consistently superior customer service.
Call recording is one of the most essential tools for an inbound call center. Call recording works by automatically saving every conversation that takes place on your phone system. With most inbound call center software solutions, you can review these recordings whenever you have time and even save these conversations for future use.
So, why is call recording so important for inbound call centers? For starters, it allows you to review calls for agent training purposes. You can listen to these calls for opportunities where agents may be struggling or where your call script could use an update. You can then make sure you touch on those with your entire team, thus improving your overall process.
You can also listen to call recordings to find areas where your customers may be experiencing issues. This helps improve customer service because you’ll be able to focus on their specific issues and work to fix them.
Live Call Monitoring
Another must-have feature for inbound call centers is live call monitoring. Live monitoring is similar to call recording in the sense that it allows you to listen to the calls taking place in your call center. But with live monitoring, you can listen to these calls in real time.
Live monitoring is a great tool for any call center manager. First and foremost, it gives you a great training opportunity. By listening to calls in real time, you can communicate with your agents right after they’re done talking with a customer. This also allows you to see your call script in action. You can make adjustments immediately so your agents are always assisting customers as efficiently and effectively as possible.
Quality Assurance Tools
As a call center manager, you want to make sure you’re doing everything you can to run a better business. Tracking quality assurance levels is one of the best ways you can manage your call center's ongoing performance.
Features like agent-level reporting, scheduling tools, and quality assurance evaluations provide important insights into how your call center is running. These are essential to understanding the metrics behind your success and the specifics behind the areas where your business may be lacking.
Manage a Successful Inbound Call Center
Every inbound call center software provider offers a different range of features and functionality. Because of this, it’s important to choose the provider that offers exactly what your company needs to succeed. We personally recommend one that offers call recording, live call monitoring and quality assurance tools. These features will allow you to better manage not only your system and your employees, but your current and potential customers, too.
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