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What Are Must Have Feature In Call Center Software for Customer Support Center?

Author: David Johnson
by David Johnson
Posted: Apr 05, 2018

Customer care centers can gain a plethora of benefits such as improved agent productivity, increased customer satisfaction, improved ROI and much more by buying call center software. The customer care center will need a contact center solution that supports just inbound calling, if it only attends inbound calls. However, if it also recall the customers and provide call scheduling facility, then they will need blended call center software. Generally contact center software comes with all required calling features. A good and advanced contact center solution also offers SMS, Email, Fax and other communication modes to provide omnichannel communication to the customer support center. However, there are some must have features in the call center software. Let’s explore top 5 must have features so you can assure to buy the best call center software for your customer care center:

1. Voice Logger

You must be wondering this is a common feature and all call center software will have it. However, this is not true. Many contact center solutions miss this vital feature or don’t have required support. The voice logger must have advanced options such as,

  • Selective calls’ recording
  • All calls’ recording
  • Online calls’ recording playback
  • Download call recording

This type of advanced call recording solution within your call center software helps in assuring the highest quality of service and accurate record keeping.

2. Live Call View

This is another important feature for supervisors to have a clear glance at the ongoing calls. This helps supervisors to assure the productivity of staff in real time. This works amazing to increase resource utilization and productivity.

3. Agent Support Features

There are three most important agent support features, which are briefed below:

  • Barge-in

To hear the call without acknowledgment of the agent. This helps in supervising call quality.

  • Whisper

To coach agent to handle queries of the customer without acknowledgment of the caller.

  • Conference

To have a 3-way conference among agent, supervisor and customer to resolve the query.

All three of them must be there in your call center software so you can assure that the supervisor have control over the quality of service and agents can have mentorship and support of supervisors.

4. Sticky Agent

This is an amazing feature to increase customer delight. It assures the call is routed to the same agent to whom the customer had a conversation last time. As the client already knows the agent and as the agent already understands the need and the mood of the client, this feature creates wonder in customer satisfaction.

4. Skill based routing

This call routing feature assures the call is routed to the agent who is most skilled to resolve the concern of the caller. This removes cases when the agent doesn’t have enough skills to answer the call and he fumbles or forwards a call to another agent or supervisor. This feature will decrease call wrap up time and increase customer satisfaction.

These are the top 5 must have features in the call center software to assure great and long lasting business.

About the Author

Mehul is working on a promotional campaign of Crm Call Center integration service offered by a leading software company.

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Author: David Johnson

David Johnson

United States

Member since: Jan 23, 2018
Published articles: 41

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