Call centers can take their pick of call center software but it is not easy given the variety of solutions available from top brands and from challengers such as Hodusoft. If you are thinking of starting a call center as a stand alone business or as part of your business then consider this guide designed to help you pick one that will give value.
It has to be truly omnichannel
The omnichannel contact center software you choose should truly be omnichannel. This means it should have voice, chat, email, video, SMS, fax, voicemail and social media. Talk of social media and you must have Facebook, Twitter, Instagram and Whatsapp as part of the package with particular emphasis on Whatsapp. Given that virtually everyone who uses a smartphone is on Whatsapp it is necessary that the CC solution has this feature.
Managing all the channels
It is all very well to have omnichannel feature but how easy or difficult is it to manage the channels is another thing to look at. Ideally, well designed omnichannel software for contact centers will provide a unified dashboard that lets agents keep watch over all channels. If a customer calls on one channel, they are alerted and can converse on that channel as well as switch to any other channel with ease and without breaking continuity.
Auto dialer and predictive dialer
Think of your agents and how you can reduce their burden. The auto dialer and predictive dialer feature help to automate outbound calls. The predictive dialer decides when to place a call depending on agent availability and talk time. The auto dialer automates outbound calls and connects the agent only when the person at the other end picks up the phone.
Load distribution
The skill based mapping feature is one must have feature in the omnichannel contact center software. Calls are routed to agents who are known to have skills to handle the issues that a caller may raise. There is no time wasted in switching calls from one agent to another. Then you have call distribution feature that automatically distributes calls to agents who are available. Customers do not have to wait in a queue.
Make their jobs enjoyable too
Agents are not drones working away all the time. Make their life enjoyable. Let them interact with callers face to face. This happens when the contact center software includes WebRTC. This feature permits a virtual face to face video chat. If a third party like a supervisor needs to be included in the conversation then a three way conference can take place. Resolution is much better and your agents will love talking with customers while watching their face and gauging their mood.
IVR
What would an IVR be doing in contact center software you may ask? It can play several roles. First, it can take all incoming calls and provide a measure of self service, reducing load on your agents. Two, it can divert calls to agents based on skill mapping, should caller desire interaction. Three, you can use IVR to carry out surveys or launch outbound campaigns based on customer database in your CRM.
CRM integration
Do not even look at a call center solution if it does not have a CRM included or allow you to plug it into an existing CRM. You can use your database in a variety of ways like sending out SMS through the SMS broadcasting module of the software.
Analytics and all that
You must have quality analysis and reporting module. It helps improve efficiency and in better decision making.
Hodusoft’s omnichannel contact center software meets all these criteria and it is one of the best rounded, thoughtfully designed and affordable packages for call centers.