Call Center Software for Businesses and Why It Can Prove Profitable


Think of call center software as a more rounded omnichannel business communication solution and you will see why it is to be preferred over traditional IP PBX. It all about customer experience and there is no doubt that contact center solutions prove far superior in delivering customer delight. 



Multipoint engagement
Customers today have more choices in the way they express opinions or voice grievances or show interest to purchase. Omnichannel features of the contact center software permits your business to listen, tap into conversations and engage customers through their preferred medium. Connect through Facebook, Instagram and Twitter besides other lines of communication like voice, SMS, chat and email through one seamless user interface. Switch channels as convenient.  



Calls go through to the right person
The first point of contact would be the IVR and then, if the callers find options not fitting in with their needs, the call is transferred to the right person through the skill based mapping feature. Callers are not put on hold while calls are transferred from one person to another. Should that person be out of office, the call is transferred to mobile phone. A prospective customer receives a surprisingly happy experience on first contact and turns into a customer. An existing customer appreciates fast answers and quick resolutions. Couple this with a backend CRM and you have leads captured by the system while for existing customers the CRM shows up data and allows better services and interactions. 



Delightful interaction 
Talking is one thing but being able to view the person with whom you are talking is much better. This is easily done by using the video chat and conference feature of contact center software. Talk face to face, present documents and even a demo video. You can close more sales using this feature and it needs nothing more than a mobile phone or desktop with webcam and headset. 



Plan and implement outbound campaigns
One of the best advantages of contact center solutions is the ability to configure and implement outbound campaigns. Simply feed in data to the CRM or use existing data from CRM and define parameters and the contact center gets down to dialing through the IVR, connecting to an executive only when a live person picks up the phone at the other end. Use the IVR in other ways such as pushing across offers or inviting feedbacks through surveys. Broadcast text messages containing offers and include a number targets can call. 



The call center software with omnichannel feature is indispensable and with imaginative use it can become something like a Swiss army knife to engage with customers and deliver a superior experience at any time. 

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