This shows that every business, large or small, requires the right tool to succeed. Call centers are no different.
For decades, many companies are using call center tools for various purposes like providing excellent customer service, increasing sales, technical support, and even helping in collecting debts.
However, the call center does not offer you effective performance without the right tools. Most of the time, when it comes to putting together all hardware and software tools for a call center, it becomes challenging.
Also read: Complete guide on call center
Here’s a list of the right call center tools that you would need to run an efficient call center:
Necessary hardware for call centers:
It is a fact that one can not have a call center without a computer. Even in the early times, the business had phones and agents to make outgoing and receive incoming calls.
Today we are providing you with some essential hardware tools that make it a success. Without the presence of these tools, your business may lack the minimum things required for your call center to operate.
Computers
In today’s time, no business can survive a call center without a computer. A computer allows an agent to use CRM and apps that help in converting the leads into sales.
The best part is a business does not require an advanced computer system to enable a call center to work. All a business needs is a computer or a laptop with limited storage capacity and a recent operating system. Most of the computers that are used in call centers are easy to find and are affordable.
Headsets
It may sound silly, but while an agent sits in one position throughout the day can take over anyone’s body and mind. Headsets play an important role as it allows an agent to move around during their shifts. If a business offers more freedom to its employees, it ensures better productivity.
Headsets allow a business to get better efficiency by allowing employees to multi-task. When employees of call centers are equipped with headsets, they can connect to calling software , manage calls, look up to all information, and more without any limitations.
PBX Switch
A PBX switch is a tool that connects computers with internal and external networks. It is a perfect tool for IT professionals that helps in managing all call center tools.
The PBX switch can be used with any type of phone, whether it is VOIP or a USB Phone. PBX helps in distributing the calls to agents. PBX switch allows your phone to get connected to the internet.
Software for call centers:
As we said before, hardware is an important tool but never forget hardware does not provide you effective working unless it has software to work properly in order to achieve goals.
There are various indigenous software for call centers that can save time, improve efficiency, and boost the growth of a business. Here are some important software tools for a call center.
Automatic call distribution
This is one of the most important software tools that is used for increasing agent efficiency. When a client calls a company into a call center, the ACD holds the call in the queue and then waits for the agent to be available. As soon as the agent is available, the software automatically directs the call to the agent.
Read: Remote vs in-office call center
Interactive voice responses (IVR’s)
The most popular software of a call center is IVR. It is responsible for reducing the number of tasks that the agent takes to execute the task. Through an IVR, an agent does not have to look at the lead’s phone number and then dial it.
IVR handles the task with a simple push-button. Regardless of its work, IVR helps an agent to quickly do their jobs without making mistakes.
CRM
Customer Relation Management is much more than increasing an agent’s efficiency, it provides all-access to customers’ information and helps an agent to convert leads into sales during cold calls .
CRM assist an agent to get various information, stated below:
- From where the call is coming
- Previous customer’s interactions
- Whether the caller is new or old
- What kind of services a customer has used before
- How much time the caller has spent on hold
- Demographics of customer
The more information the agent has about the customer, there are better the chances of reaching the goal.
While working remotely a call center app can be a valuable tool that can be used in place of a CRM. Most of the call centers also connect CRM with automated emails that are helpful in targeting existing customers and also keep existing clients aware of the company’s latest products.
Metrics and analytics
This software is also crucial for a company as it helps them to know whether they have reached their targets or not. Without data, if agents make guesses about the targets, it is going to be a problem in the long term.
Analytics software can provide data about:
Giving a target will keep your agents motivated and they understand better in what aspect you have expectations from them.
Real-time reporting
The call center can review the analytics in real-time or provide reports when it is needed. Most companies find real-time reporting more effective because it allows a business to adjust in spikes of incoming calls.
Real-time reporting also benefits call centers while placing outgoing calls. Instead of waiting for the end day to get a sales report, an agent can look at the conversion chances anytime they want.
This helps in altering the strategies and allows a business to adopt the right tool as per the lead source.
Call Recording
Call recording is also an important tool of a call center that benefits in three popular ways. Recording customers interactions helps a manager in different ways, they are as follows:
- Know how agents are performing
- In case of excellent calls, recording gives an opportunity to train employees with the help of it.
- Creates transparency between business and customers.
Without call recording, managers may not get to know what their agents are talking to customers.
While you want to adapt various call center tools for your company, explore a highly effective telecalling CRM like NeoDove.
NeoDove makes telecalling a breeze with its simple yet powerful platform.
Book your demo today!
Originally published at https://neodove.com on February 21, 2022.
