Not all burgers are created equal. Some are good, some barely taste like bread, and some are downright bad.
In the same way , give the not all call center software, the same standard of performance. Some are redundant and a
Pain in the neck . A number of them come equipped with many useless features. And worse, some call center software
are complete chaos. Anyone looking for a good call center program is certainly lost in the jungle of screaming
Marketing ploy and misleading advertising slogans .
But here’s the good news . You must not carry out a trial- and-error test on all call center software ..
Expert advice is readily available. We have conducted a comprehensive interview on all call center software users
on what to look for in the program. Here are their recommendations :
First ) CLEAR NAVIGABLE LAY -OUT
The General User Interface ( GUI) should be clear, easy to read and simple to understand. You should be able to
navigate your way around without getting lost in the myriad processes.
2). REAL TIME STATISTICS
The user should see integrated directly into the software real-time statistics . In this way , a user can handle the
Data and make the right decisions based on this real-time statistics . This will ensure call center agents
stay on top of any given situation .
3) OFFERS callback function
The call center software should give the caller the option to call back if he wants to , if at all , the line gets
overloaded at the time of the call. So call center agents that is independent of issues that need to be solved , the nerves can
4) Built- in Interactive Voice Response ( IVR)
This sophisticated , must- have feature , the information he needs quickly present the caller without burdening the call
Center agent with unnecessary demand for the period . This is the call- center agents to spend the time in more
5) CALL ROUTING
Call routing adjusts time of call , geographical location and other information from the caller to the call center
Means which best meet these criteria . There is the satisfaction of our customers. At the same time , the call makes it
Center agent more responsive to the caller .
A good call center software should be customizable features and flexibility included to adjust to the changing needs of
the company .
7) POP UP SCREEN
If a call center agent receives a call, a pop-up window should appear on the screen immediately to the caller
Name , address, time of call , solved problems in the past , and other relevant information displayed. This one goes
long way in promoting good will among customers.
8) Monitoring function
A good call center software should the regulators to oversee the day-to- day transactions , the sweat
between call center agents and callers . Moreover, it should also give administrators access to the phone
Calls, so that can monitor them and improving the quality of performance of the funds.
9) COST FRIENDLY
Program costs are still the deciding factor for a call center software remain . It should be a good price.
You can be sure that a call center software that meets all the criteria mentioned above , is a good buy for your business.
For more information about how Contact Center Software, Cloud based Dialer, Voice Broadcasting Software, Call Center Software, Cloud based Auto Dialer and Hosted IVR may work for your small business, visit the LeadsRain.com.