Contact center software solutions play an important part in the success of any startup business. It improves the productivity and also balances revenue and expenses. Though every feature of the software plays a significant role, it is important for call center software to have these essential 8 features:-
• Technically Robust
The software must be compatible to work on web, mobile and tablets. It must be lightening fast for user to navigate screens quickly. It must be searchable and provide the needed data or information quickly. The software must run on a cloud server with a secure database encrypted to prevent data loss and maintain confidentiality.
It must give a hassle-free experience to the customer service reps and should have minimum or no downtime to ensure calls are not dropped.
• Scalable
The software should be capable to add/edit/delete user or sales rep logins with minimum fuss. Call center software solutions must be adaptable to multiple business scenarios and should require minimum set up for sales representatives.
• Data Security
The software must restrict upload/download documents and media of any nature to its agents. The infrastructure must be strong with facility like number masking to protect data hacking of any nature. Sales rep must call/email to numbers mentioned in their excel sheet only. Business can also purchase screen capture software so that no data leakage happens.
• Affordable
Pricing is the most important factor. The software must be affordable and the business should not bear additional cost of PRI lines, expensive servers or GSM Gateways.
• Boosts Sales
Sales is the most important stage of the customer life cycle and outbound call center software must be equipped to generate reports for lead generation, qualification, average call handling time, conversion rate, hot leads so that manager can quickly prioritize the lead process and close deals fast.
The software must be compatible to work with mobile devices through an app so that sales representatives can accommodate important requests to call elite customers to close deals faster than the competitors.
• Quality
The software must be equipped for the managers to hear LIVE calls from their mobile phones and should insist that customer reps enter feedback after the call so as to maintain proper notes in the system. Software must restrict the calling hours so that no unsolicited calls can be made to leak data or leads. The application must be equipped with a locker application to restrict openings of any other application without permission.
• Email and SMS Integration
Not just through calls, Customer Service and Sales Reps can reach out to customers by sending email templates and catchy SMS through the software. They can attract the customer by sending discount offers or prompt them to give missed calls so that they directly qualify as a lead. It also improves personalized touch and help to retain customers. This is possible through cloud customer service software, which can easily integrate SMS and Email gateway.
• Training and interactive forms
Business can upload all product updates, videos, documents, customer feedback forms, test papers, and survey forms in the cloud contact center software to motivate employees and train them on the recent updates.
Interactive forms help to get timely feedback from old and new customers to shape up the customer strategy in an agile manner. Above all, it helps to cut expensive costs to train people from multiple geographies and the associated marketing cost.
In a nutshell, the best telemarketing software should have these 8 essential features for healthy business growth.
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