If your company relies on a customer service call center to interact with your customers, you understand the importance of a smooth flow and quality services to run your call center. There are so many aspects of handling your call center in the proper manner it can be difficult to make sure your call center is running efficiently. When you can trust one company for all your call center software solutions, you will not only save money, you will also save time and energy as you make use of these services.
Digital recording of all your customer service calls works well for quality assurance, as well as training purposes. If you are relying on an outside service to record these calls for you, it is time to look for a company that offers this service as part of a bigger software solution. When you take charge of your own recordings, you will know exactly which calls you have and can access them more quickly and easily from your very own system instead of having to request the calls from an outside provider or wait for them to send you the recordings. This streamlining will make your call center more efficient.
If you are still relying on a physical list for the Do-Not-Call, or DNC, Registry compliance, you are at a greater risk for costly mistakes. Your call center software solution needs to contain a digital version of the DNC registry so your outgoing calls don’t mistakenly go to one of the numbers on the list. Calling the wrong number can cost your company a lot of money. With a software solution that protects you from making these types of mistakes, you will save your company money and avoid the other ramifications of breaking this law.
Integrated Voice Response
Some companies are still using an in-person operator to transfer calls or a touch-tone based telephone menu to help with customer service and call center calls. While these methods are still effective, finding a software solution that includes integrated voice response, or IVR, will bring your business into the future of call center solutions. With simple voice commands, customers who call in to your call center will reach the correct representative who can help them with their problem without the need to transfer them to multiple service representatives.
A call center software solution that encompasses all aspects of customer service and out-bound call centers will not only improve the quality of service your business provides, it will also save your company money. The right software solution will integrate all aspects into one so you can more easily navigate through the system without relying on one or more outside companies. From call recording and integrated voice response to avoiding numbers on the Do-Not-Call Registry, having a single solution makes sense for your business.