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Essential Features of Inbound & Outbound Call Center Software-merged

Inbound Call Center Software: Automatic Call Distribution (ACD): directs incoming calls to the most appropriate agent or department based on criteria such as IVR selections or skill-based routing. allows callers to interact with a menu of options using voice or keypad input to reach the right department or gather information quickly.

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Essential Features of Inbound & Outbound Call Center Software-merged

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  1. Essential Features of Inbound & Outbound Call Center Software Call center software, whether inbound or outbound, shares important features for efficient and effective operations. Here are the key elements that should be considered for both types of software: Inbound Call Center Software: Automatic Call Distribution (ACD): directs incoming calls to the most appropriate agent or department based on criteria such as IVR selections or skill-based routing. Interactive Voice Response (IVR): allows callers to interact with a menu of options using voice or keypad input to reach the right department or gather information quickly. Call Queuing: allow callers to wait in a queue until an agent becomes available, with options like hold music or estimated wait times. Skills-Based Routing: Agents with specific skills or expertise are assigned calls that match their abilities for relevant assistance. Screen Pop: displays relevant customer information (e.g., CRM data) on the agent's screen when a call is received, helping them provide personalized service. Caller ID and Call History: agents can view caller information and their interaction history with the company to offer more personalized support. Call Recording: records and stores call for quality assurance, compliance, and training purposes. Real-Time Monitoring and Reporting: enables supervisors to monitor call center performance in real-time and generate reports to analyze metrics like call volume, wait times, and agent performance. Integration with CRM: allows for seamless integration with customer relationship management software for access to customer data and history during interactions. Voicemail Management: efficiently handles voicemail messages, including automated transcription and routing to the appropriate agent or department. Outbound Call Center Software: Predictive Dialer: an automated dialing system that predicts agent availability and dials multiple numbers simultaneously to maximize agent talk time. Call Scripting: provides predefined call scripts to guide agents through outbound sales, marketing, or survey calls for consistency and compliance. List Management: easily manages and imports calling lists for targeted campaigns, such as lead generation or telemarketing. Call Monitoring: enables supervisors to listen in on live calls, whisper instructions to agents, or take over the call if necessary for training and quality control. Progressive Dialer: a dialing system that dials one number at a time and connects an agent to a call when a live person answers. SMS Cloud Technologies Pvt Ltd Corporate Address: G-49/50, Ground Floor, Sector-3, Noida, (UP)- 201301 Registered Address: 410, 4th floor, Shalimar City, Sahibabad, Ghaziabad, UP-201005 India https://expressivr.com/

  2. CRM Integration: integrates with CRM or lead management systems to access customer data and update call outcomes. Call Disposition Codes: allow agents to categorize call outcomes (e.g., sale, follow-up required, not interested) for reporting and analysis. Compliance Management: includes features to ensure compliance with regulations such as the Telephone Consumer Protection Act (TCPA), including call scheduling and Do-Not-Call list management. Call Recording and Logging: records outbound calls for compliance, dispute resolution, and training purposes, along with call logging for reporting. Campaign Performance Analytics: provides detailed reporting and analytics to measure the success and efficiency of outbound campaigns. Call Back Scheduling: allows for scheduling call-backs for leads or prospects at specific times and dates. SMS and Email Integration: supports sending follow-up SMS messages or emails after an outbound call. Both inbound and outbound call center software should be scalable to accommodate changing call volumes and business needs. They should also be user-friendly and provide robust security features to protect sensitive customer data. SMS Cloud Technologies Pvt Ltd Corporate Address: G-49/50, Ground Floor, Sector-3, Noida, (UP)- 201301 Registered Address: 410, 4th floor, Shalimar City, Sahibabad, Ghaziabad, UP-201005 India https://expressivr.com/

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