Finding something is hard when you don’t know what you are looking for. Such is the case with choosing a call management software when there is a multitude of options available, but you just can’t get your head around the one software that everybody recommends.
It’s true, too, as there are hundreds, if not thousands, of call center software available for the purpose of call management, and it is just like finding a needle in a haystack, more importantly, the perfect needle. However, you don’t need to worry too much because after reading this guide, you will be able to easily find the one that is best for your business.
Discover how you can find the tool you require as we dissect the features and advantages for your convenience. Below is a list of features that you should look for in call management software:
- Customer relationship management (CRM) functionality
- Insights and analytics
- Predictive dialing
- Power dialing
- Integration ready
- Call recording
- Intelligent Call routing
Customer relationship management functionality
A CRM system sits at the core of customer management as your customer service team gets to interact with existing and potential consumers through this multifaceted software that covers areas such as team building, customer information, sales, and so on.
From the moment a consumer enters your sales funnel, your CRM system starts to keep track of that prospect. This only becomes possible because the CRM system is equipped with features such as record storage, record sharing, accessibility of information, and real-time analytics about the entry and interest points.
So, choose a call management software that offers CRM functionality.
Insights and analytics
What is management software without data and insights? Exactly nothing. You need to keep an eye on the number of calls made, impressions generated, customers acquired, and deals closed. A call management software should provide you with call analytics so that you and your team can better understand the focus areas and make efforts to overcome gaps.
Now, it depends on the type of management software you choose and how you view data in spreadsheets or in real-time. Moreover, you should also be able to customize the type of metrics you want to look at because every business is different, and so are its requirements.
So, choose a call management software that allows you access to insights and analytics so you can make informed decisions.
Predictive dialing allows you to jump ahead of the curve and helps your agents stay connected to live calls all the time. This feature makes sure that calls are being made automatically, regardless of the availability of the live agents, and as soon as a call is connected, it is then transferred to an agent. This saves time and money.
So you need to choose a management software that offers predictive dialing.
Power dialing is a technology that literally allows you to push through the clutter and keep on making calls. Power dialing ensures continuous connectivity between the agents and the customers, helping you cut down on costs and increase productivity.
This is why you should opt for call management software that offers you the power of power dialing.
It’s good to choose a call center software that offers features separately, but it’s best to go for software that is integration-ready and adaptable. A call management system that allows integrations with the CRM you are already using or one that you choose is the one that’ll help you sync the records of customers that you have had for a long time.
This feature is particularly important if you have an established business and are trying to make a switch in terms of software.
Businesses that are looking to grow or expand need call management software that offers them the ability to add or customize features as they require. It’s important to understand that the scalability of your business can be directly linked to the amount of work your software can handle, and if so, you need to choose a call management system that is upgradeable, integrates seamlessly, and offers customizable features.
On top of all this, the software provider should always provide exceptional system support in addition to troubleshooting because that’s all scalability is really about – to help you grow while you grow.
Call recording is one of the most desired features of any call management software because if you aren’t able to record calls, how can you examine, inspect, and find your way forward? Call recording is super beneficial, especially when you need to provide training, make sure of the quality of service being provided, and ensure quality management.
Some call management software offers screen capture alongside call recording so that the users can, later on, look at where things went south and how they could have done things differently. This is why you should choose software that offers call recording.
Intelligent call routing
Intelligent call routing is one of the best features you can have in call management software. Through this feature, calls are automatically routed to the agents that are thought of as being the best to handle that particular call. For example, when a call comes in for a product inquiry, it can be marked for a specific department. Then the agent who’s in charge of handling such queries can take it up from there, making it easier to provide exceptional customer support.
So, these are all of the features that you should look for before choosing a call management software. However, if you’d still like to know about one software that offers all of these features and more, then you should go for 8×8’s call management software.
This is all about how to choose the best call management software. If you still have any questions, you can let us know. We’d be more than happy to help you out.