5 Must-have Features in Inbound Call Center Software

Running an inbound call center is a difficult task. Businesses need an efficient and effective way to manage tasks to deliver quality customer support. Leveraging the right call center software helps in running your inbound call center smoothly. While there are several call center software in the market, not all serve the purpose in the right manner. Let’s look at the five features that are a must for any inbound call center software.

Five features to look for in inbound call center software

1. Automatic Call Distributor (ACD)
If we talk about inbound software, a good automatic call distributor is a necessity. The feature allows various teams to route callers to the right agent or department based on the pre-defined information. ACD serves as the main element for call center software that has features such as call monitoring, skill-based routing, call metrics data acquisition, etc.

2. Built-in CRM
Routing the call to the right agent is only half the work done in a busy inbound environment. The real challenge starts when the agent receives the call. The call center agent needs to have access to accurate information about the caller to interact, cross-sell, up-sell or resolve a query. Software with built-in CRM gets the job done in an efficient way.

3. Cloud Contact Center
Software with cloud contact center provides many benefits such as more flexibility, fast deployment, ease of implementation, better scalability and ability to manage remote agents. The software meets the growing demands of call centers as it is easy to use anywhere and is better than the premise-based options.

4. Workforce Management
The data collected by call center software collects helps to optimize the performance of the agents and manage the workforce. Software with workforce management feature enables to forecast call volumes so that the managers can schedule and make real-time changes in the workforce, if required. When the software has features such as call recording, it assists in monitoring, analyzing and improving the performance of the agents.

5. Real-time Metrics
Real-time metrics is another essential feature for the inbound call centers. The software has an agent dashboard to provide data such as average wait time, handle time, longest wait time, the number of available agents and more so that managers can make immediate decisions to improve the efficiency of the call center and provide a better experience to the customers.

Running an inbound call center isn’t easy, and minor issues such as delays in call transfer or data inaccuracy could reduce the customer satisfaction level. An inbound call center software with advanced features helps businesses perform optimally and reduce managerial burden.