Investing in call center software can dramatically improve your efficiency and customer service experience. Call center software is also known as contact center software, because it’s more than just taking phone calls, it’s also answering customer service email and online chat from your customers. These multiple forms of media can all be rolled into one platform to make service and access to your customers streamlined and convenient. Read on to learn more about how your business can increase profits by using call center software.
Efficiency and Productivity
Call center software helps your customer service agents to quickly create, track, and escalate incoming cases. It’s easy to automatically route calls to the appropriate agent without having to have an administrative assistant reroute calls manually. Updates are made in real-time, which enables your employees to respond faster and work more efficiently.
Quality of Service
A call center functions as an aid for clients who have questions or need help. Your clients should come away from a customer service call feeling happy and satisfied, not frustrated and angry. Oftentimes, this is the most interaction a client will have with your company, so the impression they are left with is key to retaining your relationships as well as your reputation. Contact center software presents useful information up front while also quickly and efficiently directing clients to the correct departments. Plus, calls, email, and online chat are all easily accessible from the same place, which creates a more streamlined contact center experience. Your customer service agents can access, pool, and exchange information in real-time, which helps to reduce wait times and ensure a smooth customer experience.
Enhanced Reporting Metrics and Recording
Call center software provides you with advanced reporting metrics that help you to assess your company and make strategic decisions that will increase efficiency. You can analyze call volume, case categories, case times, up-sell rates, and revenue per call, among other features. This helps you to maintain proper staffing levels and assess effective strategies for increasing efficiency and productivity as well as boosting customer experience. Call center software is often paired with recording as well. Recording calls provides two important functions; it often keep agents on their best behavior, and it allows you to review a call if you get a customer complaint or compliment.
Contact McEnroe Voice & Data Today!
Are you ready to upgrade your phone system and improve your customer service experience? Call McEnroe Voice & Data in Maryland, D.C., Northern Virginia, or Central Pennsylvania at 1-800-727-1607 or in Maryland or D.C. at (703) 903-9881, or simply contact us on our website! We offer a free consultation, so be sure to get in touch and take advantage of this free service. Want to keep up with the latest in voice and data news? Follow us on Facebook,Twitter, Google+, Pinterest, and Linkedin!