Customer service and experience is one of the key influencers in a customer’s decision to do business with any organization. According to a recent study, at least 76% of customers claimed to have stopped doing business with a company as a result of a negative customer service experience. (Source: Ovum) Simply put, your customer service call center cannot afford to offer its customers anything but exceptional service. Setting up a hosted call center allows you to manage and optimize customer experience.
Key Features Drive Customer Service Call Center Success
Call centers focused on customer service relationships require specific features and functionality to support both happy agents and happy customers. Easy-to-use call center software helps agents resolve customer service problems quickly. As a result, customers spend less time on hold waiting for an answer or resolution to their question. Select features and functions included with virtual call center software support customer service call center success.
Ensures that customer calls route to the right agent or location every time. Advanced call distribution techniques include skills-based routing, geographic call routing, and percentage-based routing.
Enables supervisors to listen to calls in real time and monitor for quality assurance purposes; use call whisper and call barge to coach, train, and provide additional information needed to support positive customer experiences.
Monitor active calls and measure call center trends over time with 100+ built-in reports and dashboards. Use historical reporting to evaluate overall agent performance and identify areas for improvement.
Provides support for ongoing agent training and ensures agent compliance with strict quality assurance standards. Call recordings also help customer service call centers resolve customer disputes.
Provides self-service option for customers; create your own custom menu to allow inbound callers to choose the correct agent or department and reduce wait time and call transfers.
Cloud Call Center Solutions for Superior Customer Experiences
Hosted call center solutions, like AVOXI’s Smart Queue platform, offer a competitive feature set focused on the unique needs of customer service contact centers. Whether you have a single call center location, multiple locations, work-from-home agents, or a combination, AVOXI’s customer service call center software provides the functionality you need to maintain strong customer relationships.
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