Advantages of hiring a call center software

A call center software is a telecommunications service for companies and freelancers that allows managing in an automated way all the communication processes of any company.

Call centers or contact centers have been used for decades to provide customer service, telemarketing, and other business support services. But the revolution has undoubtedly come with virtual call centers.

For those who do not know very clearly what this service consists of, let's make a brief summary of it: it is a centralized office managed by agents that stands out for its ability to handle a large volume of calls. The newest and most useful (virtual) work from the WebRTC system, which offers the great advantage of being able to receive or send calls from any device and wherever you are, as the Internet is the protagonist in this service. 

It is at the top of the list for customers to contact businesses. When it comes to providing a quality user experience, the call center is undoubtedly a priority. 

Optimizing the call management system allows maintaining a good image towards customers, suppliers or any user who maintains contact with the company. Its advantages start from managing incoming and outgoing calls, to establish which of the agents has the best qualities to provide the best attention and service to the caller.

Why is this service so important? This interesting fact will solve all your doubts: More than three-quarters of customers confirm that they would leave a company if they receive poor service. So having systems that improve customer service should be a priority in any business.

Features of call center software for companies

Some companies have integrated the use of new technologies into their telecommunications services for companies, such as the new WebRTC technology (the one we mentioned above).. 

WebRTC or Web Real-Time Communication is the new generation of voice over IP that allows HD voice quality and the total ubiquity of workers. This new technology allows agents to receive and make outgoing calls from anywhere in the world and from any device connected to the Internet.

Therefore, in addition to all the advantages of having a call center software, must be added the advancement of new technologies, such as the benefits provided by the WebRTC.

In this case, the call center software that works with WebRTC technology will be completely hosted in the cloud. 

Advantages of call center software for companies

Hiring a call center software has multiple advantages. Here are some of them:

1. Professional image. Making use of a call center with functionalities such as locutions, IVR and ACD,  options menu, schedules, etc., projects a professional image of the company.

2. Lower costs. Unlike traditional call center systems, call center software hosted in the cloud do not require new installations or buy equipment or IP phones.

3. Efficiency. Thanks to calling automation systems or ACD, calls will be handled faster because it relies on queues, IVR and more features. 

4. Call statistics. This option allows you to know which calls have been answered, unattended, missed, entered out of hours or which agents have attended them. 

5. Intelligent call management. The most advanced call center software allows you to manage calls intelligently. Thanks to the options menus, locutions or application criteria by dates, times, languages..., the calls will be distributed to the agent who can best cover the client's needs, according to previously established criteria.

6. Ubiquity. A call center software that works with WebRTC, allows workers to answer and make calls from anywhere. They will be able to work both from home and abroad.

7. Simplicity. The interface is very simple and intuitive, so both agents and supervisors can easily manage them. 

8. Business productivity. When all goes well and customers are happy, all employees will be more motivated and committed. 

All these advantages provided by the call center software allow increasing the productivity of the company. But also, it allows improving the quality of the calls and the quality of attention to the client.

Of course, today there are numerous strategies to stand out from the competition, but it is also true that customers are the cornerstone of any business, so if your strategy is focused on them, you will probably get great results.

These are just some tips for achieving greater productivity in your business, but there are many other options that will help your company stand out from the competition.

Emma Smith, PR and content manager at Fonvirtual. Fonvirtual provides companies and entrepreneurs with international virtual phone numbers and other virtual services. I’m interested in digital marketing, technology and international logistics. I am a usual collaborator in blogs, where I try to spread the word of telecom services in international business.