Three Tools You need for Your Call Center

Today, call centers run on more than just people answering calls. The technology on which it is built, enables them to be responsive and efficient.

10:43 22 March 2022

Today, call centers run on more than just people answering calls. The technology on which it is built, enables them to be responsive and efficient like never before. Thanks to the new business phone systems, call centres are linking communication with other software, to make employees life easier, and provide them with all the tools they need to do their job right. Here are some of the best tools you should install.

 

The Phone System

Before you start adding tools, you first need to acquire the right phone system. That is something you can find by visiting aircall.io. They offer a VoIP phone system, that will make it easy to associate all the other tools that will be needed for employees of the call centre. It is easy to install, since it does not involve any landlines that necessitate a huge amount of equipment. The system can be positioned inside the office, but can also run in the Cloud. It helps to save cost on communication bills as well.

 

• Tools to add

• CRM

 

The most important tool that a call center needs is a CRM. The Customer Relationship Management Software is where all the information about customers will be entered for new accounts. If a customer calls back, the business phone system will automatically recognize the number and his file will appear on the PC of the employee that will take the call, so that he is aware of the history with this particular customer. The goal is to offer the best service possible, by having all the data in hands, while talking with the person on the phone, in order to become as efficient as possible.

 

CALL RECORDING

We often think that calls are recorded to have a proof of what is being said. However, most of the time, it is not the case. First of all, such calls cannot be used in a court of law, unless a judge accepts it, in certain cases. The real reason why you need call recording, is to help your employees. When they are on the phone with the client, they may not have time to write down everything that is happening. This information is important and valuable to the company. By recording the call, the person can go back to it and enter all the missing information inside the CRM software.

 

COMPREHENSIVE ANALYTICS PROGRAM

To be able to keep track of employees performances is a must in any industry, but maybe even more so, when it comes to a call center. If someone is not doing his job well, it could be costly in terms of customers loss. The price of acquiring a customer is higher than ever today, which means that each one that is lost has an important effect on prior investments. Through a comprehensive analytics program, managers will be able to evaluate agents through call lengths, numbers of transfers and average hold time, amongst other points. They can also calculate the time on which they were actually on calls, in comparison to their idle time.