Sales call centers can lead to serious profits. In fact, 13% of industry leaders said that their organization generated more than $25 billion annually.
It is clear that big money can be made through call centers. But to do so, you need your processes to be as streamlined as possible.
Thankfully, call center software can help to make your sales centers into money-making machines. But it needs to be the right software.
So read on as we take a look at 11 key features all the best call center software should have.
We all want our businesses to grow. But if they do, we need the infrastructure to be able to handle it.
Your call center software needs to be able to grow as your business does. This is where cloud-based solutions really come into their own. No matter how big your business grows, your call center platform will be able to grow with you, without any disruption to your business.
2. Dynamic Scripting
You’re very unlikely to make a sale if your lead feels like they’re just another phone number.
Following the same tired script no matter how your contact responds just isn’t going to cut it. Your software should always include dynamic scripting so that your agents’ questions are perfectly tailored to the person that they’re talking to.
It also gives you the peace of mind that your agents are all following the same protocols.
3. Predictive Dialer
The last thing you want is your agents sitting idle whilst they wait for someone to pick up.
Predictive dialing software will know when an agent is about to become available and put several calls out at once until one of the contacts answers. That means there’s zero idle time for your agent, who can move straight on to converting that next lead.
4. Integration with Your CRM
If you’ve already got a customer relationship management system in place, then you want to be sure that your call center software will play nice with it.
The more integration options, the better. And ideally, you want integration that works both ways, so that your CRM can feed into your call center platform and your platform can update your CRM. All in real time.
5. Interactive Voice Response
IVR is something that can seriously streamline your call center operation.
By using pre-recorded messages to gain information from the contact even before they’ve spoken to the agent, you can ensure that calls are routed to exactly the right agent in exactly the right department.
If you run a call center that handles a wide variety of teams and call types, then IVR is a must.
6. Skills-Based Routing
IVR is great, but it’s how you use it that matters.
Routing calls to the right departments is vital, but your software shouldn’t stop there. It should have the capability to assign calls to the agent most skilled to deal with the current caller, based on their IVR selections, previous history with the company, and other pertinent information.
This gives you a far better chance of landing those sales.
7. Real-Time Reporting
Einstein said that insanity is “doing the same thing over and over again, but expecting different results.”
So if you want your business to grow, you need to constantly be evolving, adapting, and improving. And to do that you need data. Call center software needs to be able to provide you with real-time reporting so that you can see what is happening in your campaign and take action.
It allows you to monitor everything from individual agent performance to changes in call volumes throughout the day.
8. Customizable Historical Reporting
Of course, you also need to take a look at long term trends.
Your call center platform should not just offer historical reports, but ones that you can customize to give the exact information that you need. In other words, it should be able to provide you with the reports that you want, not just the reports it thinks you might need.
9. Lead Management
Without leads, your outbound marketing is useless.
Good call center software should allow you to manage your leads effectively. It should be able to handle new leads in real time and allow for the uploading of bulk files and databases.
It should also be capable of prioritizing leads to maximize your returns.
TCPA rules on calls to wireless numbers are very clear.
Autodial calls can only be made with the consumer’s prior consent. Your call center software should be able to determine whether your leads are for land-line or wireless, and apply the appropriate rules to ensure that you remain compliant.
It should also be able to determine which leads have already given their prior express consent, and treat those accordingly. It means that you can get on with the job of selling, safe in the knowledge that your telemarketing is fully compliant with the TCPA rules.
11. Robust Support
Time is money. The last thing you want is for there to be an issue with your call center software and for you to be unable to get hold of anyone.
Your provider should be contactable by phone and online, and ready to help you out in a timely manner. They should also provide customized training to get you and your team up to speed so that you can make the most of all the powerful features that their software offers.
Are You Looking for the Best Call Center Software?
If you’re looking for the best call center software for your needs, then we’re here to help.
Our cutting-edge cloud-based call center platform is ideal for both inbound and outbound marketing. It’s dynamic and highly-flexible and helps you to keep your agents focus on the most important thing: making those sales.