Five Call Center Software Features That Will Knock Your Socks Off
Everyday, call center owners and managers like you are bombarded with technical jargon from your own IT staff as well as software vendors hoping to make a sale. It is becoming harder and harder to make sense of these supposed "great features" in order to identify the features that will really make a meaningful, positive impact on your bottomline. Like all ChaseData solutions, the features in this article are based on years of helping very effective call center owners and managers maximize real-world call center revenue.
Five Unique Features That Really Matter
1. No more "down time" in the call center.
We've all been there, an outbound campaign slows to a crawl because very few prospects are answering the telephone. Or worst, the new leads are simply not up to snuff with regards to quality. Meanwhile, the inbound group is overloaded with calls and the drop rate is climbing through the roof.
ChaseData's software automatically routes inbound calls to qualified/trained outbound representatives automatically. Best of all, the software continues to dial and connect calls.
2. Software that is always training and always motivating.
Every second your agents spend looking at their waiting for call screen is a training opportunity. Create simple web based slide shows that deliver ongoing training such as: objections/rebuttals, quick facts about popular products/services. Some of our clients tie their first call resolution report (by agent), sales quota agent rankings, etc. in order to foster friendly competition between agents and reinforce spiffs and bonuses.
3. Automatically find agents that are "having a great day" and give them more calls without burning them out.
By the time your call center super realizes that an agent is "on a roll" ChaseData's software has already given that agent (or those agents) prior in receiving inbound and/or outbound calls. The KPI optimization algorithm constantly monitors and scores individual agent performance trends. Within a few calls, the system recognizes your most effective agents and gives them priority access to your customers/prospects.
4. Train new skills, call are routed automatically based on those skills.
Agents can be trained to perform certain tasks (i.e. closer, level 3 technical support, appointment setter, operator, vacation specialist, etc.). Your call center agents may be able to speak a foreign language, or other unique abilities that help them succeed in the call center. ChaseData's call center software allows managers to assign "skills" to campaigns and once a campaign is running, calls are automatically routed to agents whose skills match the campaign's skills.
5. Customers never, ever have to repeat themselves.
Existing customer records, notes from previous call and everything required to authenticate their identity (i.e. last 4 digits of their serial number, etc.) is instantly visible in the agent's screen. Customers will no longer suffer the indignity of being asked for their telephone number or worst having to repeat themselves regarding previous issues.