Are you planning to upgrade your office telephone system to an IP telephony system with advanced call handling features? Has your organization outgrown your present contact center system? This call center buying guide highlights some of the most important features of an efficient contact center system. Nevertheless, you can contact us for the best call center system in Kenya optimized with rich call handling features such as predictive dialing, automatic call distribution, the IVR, CRM integration among other innovative IP telephony features. Below are some of the features to look at before making the final purchase decision.
Features of the best call center system
Interactive voice response (IVR system)
The IVR system is the automated voice prompts that guide callers on how to get help through the virtual customer self-service platform. The IVR system is ideal for institutions that handle high call volumes every day. Ideally, the IVR system will be particularly important to banking and financial institutions, the insurance companies in Kenya.
So, when a caller calls, they will be directed to a virtual receptionist whereupon a welcome message will be playing. The voice prompts will come up immediately after the welcome message. For example, the interactive voice response system can guide callers on how to reverse a transaction, block a lost VISA card, etc. Additionally, the IVR will still be able to direct the caller to a human call agent if the issue cannot be addressed through the automated voice prompts.
Automatic call distribution
This is an intelligent call queuing system that efficiently distributes incoming calls received among the available call agents. When all the call agents are engaged, the IVR will replay followed by an advertisement about company products and services. Even so, the music on hold will play as an active call is being transferred to the most relevant department. The IVR system will provide an opportunity for a company to advertise newly introduced products and services even customers wait in the queue to be served.
In as much as the automatic call distributor manages incoming calls, the predictive dialer manages outgoing calls. This call center feature reads telephone numbers as provided in the list and automatically dials them one by one. When the contacted customer answers, the call will be connected to the call agent. It moves to the next telephone number automatically until all the customers have been contacted. This feature is particularly ideal for debt collection agents in the financial and banking sector. The predictive dialer is an IP telephony tool that automatically dials a list of customer phone numbers from the CRM system.
The use of physical desktop phones can be tiring especially in a busy setup where call agents handle as much as 100 calls per shift. Hence the need for softphone apps that can facilitate hands-free calling. The softphone applications can be installed on desktop computers and laptops. The call agents will be able to make outgoing calls and receive incoming calls using the headsets. The softphone applications come with productivity features such as instant chat messaging, presence plus a host of unified communications functionalities.
Organizations can realize more value from the call center system by integrating it with the customer relationship management system. Hence, the call agent call saves caller details at the end of the call. The information captured in the CRM system can be referred to in the future when the caller makes another call. More importantly, the CRM system holds very important customer information that can be used for business intelligence, formulate business strategy, etc.
The call center system should have a facility for recording voice calls; both incoming and outgoing calls. Be that as it may, most IP PBX systems come with inbuilt storage hard disks that can store voice calls for up to 30 days or more. Still, the IP PBX can be configured to send the recorded voice calls to a network storage drive. The recorded voice call can also include caller ID just in case the information is needed in the future.
Skill based routing
When set up properly, this contact center feature will direct incoming calls to the call agent with specialized skills to handle certain queries. Skill-based routing is a more advanced call queue management system. This feature will lead to improved customer satisfaction as their issues get handled by the most qualified in the team. While the ordinary queuing system will direct the caller to the idlest call agent.
Click to call functionality
In as much as the click to call feature is functionality designed for the websites, we have integrated this functionality into our customer relationship management system (the CRM system). Thus, when the call agent can dial a customer telephone number directly from the CRM customer profile. This integration saves time as the agent does need to access the dialing pad on a separate interface.
Call detail record
At the end of the day, the system keeps a record of all the calls made and received per day. Call details captured include caller ID, call duration, and name of the call agent who handled the call. Call reports serve various purposes in an organization. The call detail record can be used for measuring agent performance and budgeting for monthly telephone expenses. Also, the telephone records can be used to help formulate productivity improvement plans for call agents.
Real time agent supervision
Be that as it may, the supervisors tend to have more information regarding company products and services and the general company procedures. Therefore, the call center system allows the supervisor to barge in during call agent interaction with the customer. Real-time supervision through the barge-in feature will enable the supervisor to provide additional information that might be necessary during an ongoing call.
When planning to set up a call center operation, it is important to go for the best call center system. Contact us today for the best call center system in Kenya with rich call handling features such as predictive dialing, automatic call distributor, the IVR, CRM integration among other innovative IP telephony features.