Call centre software systems may be complex and not very easy to coordinate. They provide a wide range of business and communication functions relying on multiple levels of technology, apps and tools which are often drawn from different vendors and in different time frames. This problem may result in overlapping jobs and gaps in functionality, which will undoubtedly be detrimental to our business.
All this complexity and disintegration can increase as we launch a new product or campaign. The greater the challenges and demands, the more complicated it seems to keep a call centre in place, prepare agents and satisfy our customers. So, how to keep call centres at competitive levels, reach market opportunities and increase the level of demand quickly when the need is greater?
For many organizations, moving from a traditional call centre system to a virtual call centre software is what makes the difference because it allows the company to adapt to the constant changes of this dynamic environment, while saving money and avoiding the inconvenience of maintaining a complex internal system.
What is a call centre Software?
A call centre is a communications system that allows companies to offer after-sales customer service, support and technical assistance and communicate their shipments, but it is also a sales channel. A company’s call center software, through its operators, can carry out surveys to improve its products and services and develop telesales and marketing strategies to become a sales tool.
In the end, what we are talking about is a means of communication between the company and its customers or potential and future customers. And it is a very powerful tool because, when used properly, it nourishes the company with a series of data that will allow it to improve its customers’ experience and increase its sales. Call center companies in the Philippines continue to improve the tools that they use while maintaining personal connection to their customers and that makes them one of the top countries for the BPO industry,
Beyond the operators, speaking of pure and hard infrastructure, a call centre is composed of several elements of hardware and software such as a Phone System (PBX, Private Branch Exchange), a CTI Server, a database server, an IVR (Interactive Voice Response System) and the stations of the operators (their work centres and equipment to operate), among others.
However, the implementation of a call centre of these characteristics represents for some companies an investment that is not always easy to assume, and that is where our Virtual call centre (CCV) service comes in.
The advantages of having a call centre software in your business
The benefits of outsourcing this work are not only related to large companies. Everytime, more and more small and medium enterprises have decided to outsource their customer service via a call centre company.
Cost reduction
As we anticipated above, outsourcing the call centre service means a reduction in costs by not having to have a full-time employee attending calls.
Time saving
In cases where the company does not have a person in charge of receiving calls, the advantage may be given by the time savings that can result for all employees of the company.
Improved call quality
If we bear in mind that the companies that offer these services are made up of professionals trained in customer service, we can expect the quality of the calls to be better.
Better telephone attention
This is, perhaps, one of the advantages of getting call centre software because by improving the quality of calls, customer service improves too.
24 service hours and continuous updates
Normally, call centre companies usually offer a service 24 hours a day, 365 days a year. Plus, virtual call centre software include improvements and updates
Call analysis
Although companies do not take into account the importance of proper monitoring, the truth is that companies that offer these services emphasize the importance of it.
Brand’s perception improvement
How many times have you called a company and been put on hold to that annoying music for a long while? Probably more than once, and if it happens repeatedly when calling the same company, they’ll eventually lose you as a client. Customers want their queries to be satisfied without waiting on the phone all day long, and the easiest way to avoid it is getting a call software centre that is able to deal with all the calls for you.
In conclusion, getting a call centre software for your business may be a quality leap in your company. Both in terms of functionality, since you will save resources, money and space, as well as in terms of human resources, your agents will be able to work from anywhere and enjoy a more enjoyable job.