Best CRM Call center softwares

Published At: 04 September 2020 , 07:25 PM

Even in today's digital world, customers often prefer phone support when contacting support. Having a direct and casual phone call with a real person builds trust between the customer and the customer service agent. While it is often a great way to help customers, telephone support is also the most time consuming, least cost-effective, and difficult to measure support channel.

If you want to offer your customers great phone support, you will need effective call center software to support your support team. Without software, customers will have to wait while agents try to respond to requests. Leaders will not be able to handle the chaos because they will have no idea about call volume or trends.

Best CRM Call center software

The best call center software routes calls to the right agents, provide employees with additional context, and helps management implement a multi-channel strategy.

So, whether you're working on a team of ten or a few hundred people, choosing the right tools to set up a call center is critical. This post explores common call center software features and the best call center software options available in 2020.

CRM Call center software capabilities

The best call center software depends on the specific needs of your team. Each tool has its advantages and disadvantages depending on how you plan to use it. To understand which tool is right for your organization, make a list of the desired features, and then focus on the most preferred option. Below are a few features that you might want to consider when searching.

Omnichannel CRM Call center software

If you're looking for call center software, you probably support your customers through other communication channels (like email, chat, or social media). It's important to consider how well your new call center software will integrate with your other channels.

HubSpot has found that one-stop customer service reduces customer friction and improves front-line efficiency. Ideally, incoming calls should be logged with your help desk, allowing agents to contact them via email. In addition, this feature will allow everyone else on your team to see the context of previous customer interactions - regardless of the channel through which they took place. This feature allows you to create a consistent customer experience regardless of which channel the interaction starts on.

Call routing

When customers call your team, how quickly do they connect to the right person? Whether your software offers automatic call routing, or if customers need to select a department after listening to a set of options, it is important to understand how your call routing will work. Many systems are difficult to update on the fly, so try tweaking and modifying your workflow during the trial period to make sure you're not stuck with one configuration.

CRM integration in the client context

According to Bold360, most customers estimate that it takes an average of six interactions to solve a problem. This is a huge source of frustration for customers. Each time they pick up the phone, they need to repeat the problem and also briefly talk about their previous interactions.

But when agents have more information about the calling customer, they can provide more effective assistance. They can quickly reference past customer interactions, which saves customers from having to repeat themselves. Agents can track product usage trends and take action so the customer doesn't have to contact the same issue again.

Many call center tools provide context through CTI (Computer Telephony Integration) pop-ups that identify the customer by their phone number and display previous browser interactions. Understanding how the software you are evaluating logs calls and integrates with other systems (like your CRM) is critical to giving your agents enough context to be useful.

Cloud communication

Cloud-based call centers will need a cloud-based call system that is consistent with their online databases. Cloud calling or Voice over Internet Protocol (VoIP) is a telephone system that works over the Internet instead of a telephone line. While this service is usually offered by a third-party provider, it is usually cheaper to set up and maintain than regular landlines. This is because VoIP does not require on-premises equipment, eliminating the typical service and infrastructure costs incurred by traditional telephone lines.

Making report

For a call center to work, managers need to keep their finger on the pulse of call center metrics such as call volume, call trends, and agent efficiency. It's impossible to manage your schedule and plan for the future without knowing how your team is handling fluctuations in traffic. Reporting can help you identify common issues that customers are calling about, gaps in your support, and potential training opportunities.

Outgoing calls

CRM Call center software is not only designed to service incoming calls. Agents may need to make outbound calls to customers if you offer proactive customer support options. Sales teams can work through your call center software to call potential customers. If your contact center also requires agents or sales teams to make outgoing calls, look for software that includes automatic dialing and easy-to-use call logging features to keep your CRM up to date.