5 min
Level: Beginner
There are many contact centre software providers, from those that only integrate voice functionality to advanced solutions that handle calls, emails, WhatsApp, SMS, online chats and more.
While it’s important to note that every business has its own unique needs, there are certain features that only the best customer service software will have. How do you identify them? Follow these seven steps.
STEPS TO TAKE TO FIND THE BEST CONTACT CENTRE SOFTWARE
- CHECK WHICH CHANNELS THE SOLUTION INTEGRATES
Does your contact centre only handle calls, or does it also manage emails and WhatsApp messages? The good news is that some software already includes the most common contact channels in a single platform.
This means that agents don’t have to open multiple channels separately, but can receive and respond to calls and messages from one interface.
Centralising all contact points improves the customer experience by speeding up response times, and it also benefits agents by making it easier for them to manage multiple channels at once.
- ASSESS HOW MUCH ARTIFICIAL INTELLIGENCE COULD BRING TO YOUR CONTACT CENTRE
Artificial intelligence in contact centres is still a relatively new technology, but leading companies in the sector are already integrating it into their solutions.
Some contact centres are starting to use AI to qualify user intent (via both voice and chat). As this technology can detect customer emotions, they’re using bots to transfer conversations to agents, indicating the reason for the enquiry and the emotional state of the person they’re about to speak to.
Others are developing their own bots to help agents resolve queries independently and immediately. By centralising all team knowledge in databases, AI with ChatGPT technology can answer agents’ questions during a call.
Another common use is to use AI’s analytical capabilities to review all conversations on a daily basis and create automated reports using big data tools such as Power BI. These reports can, for example, identify the most common reasons for contact based on the day of the week.
- CHECK INTEGRATIONS WITH THIRD-PARTY TOOLS
There are two types of speech integrations. On the one hand, native integrations allow you to start and answer calls directly from a CRM, for example.
On the other hand, APIs work with (almost) any website and program that acts as a trigger. They allow us to configure the system so that when a call is received in the contact centre software, a specific web page opens in any browser tab.
Whether you work with popular CRMs or have a bespoke one, it’s best to look for a contact centre solution that offers both types of integration.
- CHECK THAT YOU CAN MEASURE THE QUALITY OF INTERACTIONS AND AGENT PERFORMANCE
Many contact centres are switching to new call centre tools specifically to measure their service levels in real time.
Although the vast majority of contact centre software includes dashboards and graphs that display key metrics (calls received, calls answered, handle time, longest call, etc.), the best customer service software allows you to filter this data by queue and agent.
This way, as well as getting general data, you can quickly identify the cause of a problem, such as why a queue is overloaded or why an agent isn’t answering as many calls as expected.
- ENSURE YOU CAN RECORD AND MONITOR CALLS
Asimismo, para los supervisores también es muy útil poder escuchar todas las llamadas del equipo en tiempo real e, incluso, dar indicaciones a un agente sin que el cliente las escuche.
To monitor service quality and comply with GDPR regulations, the software you choose should allow you to record all calls, either automatically or manually.
It’s important to ask how long these recordings will be stored for, and to make sure they work with an accessible 24/7 and secure infrastructure.
It’s also very useful for supervisors to be able to listen to all team calls in real time, and even provide guidance to an agent without the customer hearing it.
- CHOOSE SOFTWARE WITH DIFFERENT DIALLING OPTIONS
If your company has a telemarketing team, it’s important to choose software that includes an autodialer. This will eliminate the need for manual dialling, saving time and reducing errors.
Good contact centre software should offer the two most popular autodialing options: progressive dialling, which takes agent availability into account before dialling calls, and predictive dialling, which connects the optimal number of simultaneous calls.
- CHECK THAT IT SUPPORTS HYBRID OR REMOTE WORKING
After the pandemic, many contact centres adopted remote working solutions, and since then we’ve become more aware as a society of the importance of work-life balance. As a result, many companies allow their employees to work from home.
Although it’s not as common in Spain to see customer service teams working from home, the latest market research from Asociación CEX shows that companies with hybrid staff have lower absenteeism rates than those that only offer on-site work.
OMNICHANNEL CONTACT CENTRE HAS ALL THE FEATURES YOU NEED
At Enreach, we’re proud to offer a contact centre solution that’s been around for over twenty years. What started as a simple voice channel has evolved to integrate all the key contact channels your team needs.
Our in-house software is constantly evolving to include all the functionality teams need to improve the customer experience. Just this year, we’ve integrated our own artificial intelligence into the Omnichannel Contact Center.
While our technology is at the forefront of the industry, what really sets us apart is the people behind Enreach. Our relationship with our customers is not as a vendor, but as a technology partner. From the very first call, we’ll help you find the service your business needs and we’re committed to continually improving your business because, as in the contact centre world, it’s all about people.
CONOCE A NUESTROS EXPERTOS
Subscribe
Ask for a demo