Call Tracking Services in cloud call centres is quickly becoming part of the most potent Call Centre Software Solutions by acting as a powerful performance metric tool. So what exactly is Call tracking? Well in simple words it is a ground-breaking technology which helps cloud call centres track phone calls and associate them with several performance-based solutions such as SEO Services, Google ADWords along with Display and Electronic Direct Marketing services by using various means such as pay per call, pay per lead business model or pay per minute services.
Now that you know what a call tracking software does for its users we will venture into its uses. A cloud contact centre software with proper inbuilt call tracking features has a number of important features which helps its users benefit in a number of ways. We will now list a few of these features and describe how they benefit a cloud call centre.
1. Better conversations thanks to call recording services
One of the most important ways in which a call tracking system is embedded within a competent contact centre software solution is through its call recording service. Every call that is made to the cloud call centre, be it an inbound call or an outbound call, gets recorded automatically by the call tracking system of the cloud call centre which can be used by the cloud call centre to help improve the customer service support that is provided by their employees. This helps the cloud call centre employees serve their customers betters and converse with them in a more efficient manner the next time they avail the cloud call centre’s services.
2. Better management of the busy hours with the help of call rating
Call Rating is a feature of a call tracking cloud customer service software which helps cloud call centres collect information about the calls that the enterprise receives. This information is very important for call centres as it helps them figure out useful means to tackle the peak hours of customer service and manage their services accordingly.
3. Perk up customer calls with the help of call whispers
Call Whispering is a great technology that is now included employed by call tracking software which helps them provide within the best customer contact centre software solutions by those that develop these software. This lets cloud call centre supervisors provide inputs to their teams directly when they are dealing with a customer on a customer service call. The input that is provided cannot be heard by the customer but helps cloud call centre agents a great deal as they can get real time tips to improve their customer service support and improve greatly from the same.
4. Better call forwarding methods
The Call Tracking feature is part of all great outbound call centre software as it helps cloud call centres improve their call forwarding technique by making it more efficient. The proper call tracking software can automatically detect the customer’s needs and direct their call to the right cloud call centre agent. This saves the customers from having to experience unnecessary call forwarding and saves a lot of their valuable time.
5. Improve overall call centre performance
Call Tracking is a great cloud call centre performance metric and its various features makes it an important part of one of all the best telemarketing software thanks to which cloud call centres can improve their customer support service many fold. Call Tracking software provide all the required inputs and record conversations which can then help guide cloud call centres towards improving the service of the entire enterprise.
Thanks to the above features and benefits Call Tracking now ranks as one of the most important features in the best call centre software, which, will only improve and benefit even more cloud call centers in the future.
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