Telephone contact centers remain a vital communication mode in today’s world. Recent statistics state that 48% of consumers prefer to communicate through phone. Furthermore, 75% of respondents want impersonal interaction for customer support. It is very important for companies that the right call center is a solution for customers.
In the long term, an excellent phone system for the call center helps the contact center to function smoothly. This segment focuses on looking at the most important call center features that can prove to be solutions to improve your business.
Telephone Contact Center Features
Interactive Voice Response (IVR)
Broadly speaking, interactive voice response is a telephone system technology that allows callers to communicate with computers. IVR can help customers reach the right contact center department with pre-recorded voice response messages. Additionally, the IVR has features that can help customers resolve their complaints without talking to an agent at all. This feature makes it unique and indispensable in any company’s call center.
Automatic Call Distribution (ACD)
In the first place, ACD is a feature that assists you to answer and technically distribute specific incoming calls to telephone contact centers agents. A voice menu will direct callers based on customer selection, time of the day, telephone number, etc. ACD might have different routing policies.
Round-Robin In Telephone Contact Centers
Specifically, this model assigns calls to an available agent in two ways: Regular and Roundabout. It’s about organizing each call center representative appropriately. By doing this, Voice over Internet Protocol (VoIP) follows the same order when routing calls to agents.
In fact, it’s a design that instantly directs calls to agents that match their strengths. This process is essential as it helps customers resolve their issues in the fastest time. You can achieve skill-centric routing by using a variety of call center software that determines call routing based on agent capacity.
Unknown Call Rejection
In fact, Anonymous Call Rejection automatically controls the rejection of calls from anonymous numbers. The anonymous call rejection function ensures that calls from a specific list of numbers are completely blocked from the phone system. For example, calls from telemarketers. Call rejection capabilities prove to be vital in any company’s call center, especially when considering high call costs.
Call Analytics (Live and Historical)
Please note that this feature allows you to get more real-time information about the operation of your call center. Call analytics also provide the opportunity to get detailed reports on individual representatives. Improving your service includes real metrics that show the actual performance of your contact center.
Recording Calls In Telephone Contact Centers
Tracks and plates require further analysis. In addition, the VoIP phone supports the sharing of voice data via the Internet. This makes it easier for businesses to store audio data sources without external hardware storage. Data can be stored in the cloud, which employees can access from anywhere if they have access.
This feature allows managers to find and solve problems together with their representatives. It’s vital because it allows them to pinpoint what went wrong by re-watching the call recordings. Call cloud recording ensures that calls are recorded immediately and do not need to be downloaded later.
A common but important feature. Internal chat and calls promote cooperation between contact center representatives and divisions. This feature solves the problem of customers always having to repeat their complaints to multiple agents. Alternatively, internal chat software tools quickly update all agents handling the customer.
At the present time, Katrium is a perfect example of a company with features that suit telephone contact centers solutions. Check out our articles about customer relation management (CRM) solutions and lead nurturing benefits!