How Call Reporting Software is changing the game of Customer Service

Simply put, where there are happy customers, there tend to be happy stakeholders. Therefore, in the unending pursuit of improving Customer Care, there may be no better application of technology than in the innovations of Call Center Application Software.

Call center software solutions typically provided a robust set of features including speech analytics and reporting functions that allow call center managers to easily and automatically sort through recordings; streamlining the process of call evaluation which saves time and reduces overhead. Some programs even allow users to combine speech analysis with other other business criteria to quickly categorize their recorded calls.

These powerful software programs allow call centers to focus their processing power on the most relevant interactions recorded and avoid wasting time by sifting through calls that aren't pertinent to their business priorities.

Key Features That Affect Call Center Profitability

When you consider those factors of acquiring, training, maintaining, and upgrading your Call Center Software, it’s easy to see how a single purchasing decision has the power to turn a call center into a true profit center for your business. Below are some key features you’ll want to consider when finding the best Call Center Application Software for you.

VOIP - This acronym stands for Voice Over Internet Protocol which is considered the next generation of call center technology because VOIP delivers key benefits that conventional phone systems simply cannot. VOIP allows for fast and simple reconfiguration due to new regulations, changing business needs or innovations in technology.

Voice & Screen Recording - The evaluative process is far more effective when call center managers can not only hear the interaction but also see the interaction with customers with software that records the voice and the computer screen of the agent. The information available to managers from visual recordings adds far greater data and context to the calls under evaluation.

Saved Searches - In order to expedite call reviews, you’ll want to find a software that allows you to set and save specific filters. Using those filters, you can save that filtered search and have new calls that match your criteria sent directly to the manager’s inbox.

On-Demand Queries - Any software solution that imposes restriction on use are clearly less desirable than those that afford greater control. As an example, certain programs, once configured may not allow for search queries on a demand basis. You’ll want to find a dynamic system that allows your call center to readily adapt to shifts and changes in the marketplace.

Smart Tags - Tags allow users to assign an unlimited number of terms that are applied to recorded customer-agent interactions. Once the software then ‘tags’ a file according to its configuration, the call center manager can easily click through the various tabs for quick navigation.

Real-time Alerts - An interaction that extends well beyond the average duration or one that’s experienced multiple transfers are examples of calls that require immediate intervention from management. Look for recording and call monitoring software that offers real-time alerts, so that managers can be immediately informed of situations that require quick corrective action.

The goal is to to be able capture, search and evaluate both customer and agent data in order to drive key objectives without the need for overly complicated systems at premium prices. The best call recording and reporting software is the one that reliably performs the job it’s supposed to accomplish minus the extra features that are not just more expensive to maintain but also increase a call center’s training costs.

Whether your goal is to optimize your workforce performance or increase your long-range return on investment, any purchasing decision made concerning call center software should take the total cost of ownership into consideration. Certainly the best approach is to request a limited-time trial license of the software or set up a live demonstration of any solution you’re considering. Only in really using the program can you determine its ease-of-use and ability to satisfy those business goals unique to your call center, agents and customers.