The contact center is at the heart of your business and plays an important role in your customer experience approach. It is the most reliable tool to build loyalty among your customers.

But finding the best contact center for your business can be difficult because the total number of contact centers in this world is around one hundred and sixty thousand.

Demand for contact center services is also increasing due to the emergence of new channels. Contact center solutions become strategic assets for businesses.

However, many businesses can struggle when evaluating the right contact center solution. The market is flooded with many solutions that offer different features and capabilities, which makes it difficult to make a decision.

We’ll explore the most important contact center software features to help you decide and ensure your contact center meets today’s business needs.

Reporting Feature

Reporting features provide insight into real-time and historical data and metrics. This feature can help you understand how key performance indicators (KPIs) are tracking against business goals and objectives.

Contact center software solutions provided by DialerKing include pre-built reports that organizations can customize, as well as real-time trending dashboards so managers can monitor customer support trends.

Powerful reporting features are important because they help organizations make decisions in the contact center quickly. Contact centers use this capability to track agent activity and provide a high level of service.

Key Elements of The Report Include:

Evaluation information

This provides the ability to benchmark performance at a specific point in time, helping organizations make changes in the contact center without negative business impact.

Agent report

This report focuses on metrics related to our support team, such as the response team’s average speed, average wait time, and average turnaround time. Again, this type of report is important for organizations to evaluate agent performance.

Reporting channel

These reports ensure that service teams can measure and compare their performance across communication channels such as phone, VOIP, email, chat and SMS. Channel messaging is an important feature if an organization wants to change its channel partners’ offerings.

Full report

The ability to create personalized reports is a hallmark of contact center software solutions by DialerKing, as it allows organizations to focus on the things that matter most to their business. Companies use custom reports to filter by team number, phone number, agent, department, customer group, or product.

Conversation analysis

As contact centers focus on using technology to improve the customer experience, the adoption of speech-based intelligence features has grown.

Conversational analytics can benefit call and contact centers by replacing the process of human listening and data processing. Instead, the software automatically analyzes the content of the customer’s phone.

Inbound call monitoring features give customer service organizations the ability to evaluate language and voice inflections to monitor sentiment about products, services, jobs, or agents.

This may include analyzing how fast the customer speaks or whether there is stress or emotion in the customer’s voice.

Conversation analytics can identify keyword patterns, product feature keywords, and competitor names, allowing you to quickly report trends and customer experience issues.

Communications analysts are based in organizations that must follow strict security protocols and procedures. 

These features enable contact centers to proactively engage with customers, reduce compliance issues and increase customer loyalty.

Sentiment analysis

Different types of concept analysis can help organizations to identify and categorize ideas about products, services or ideas.

For example, contact centers use sentiment analysis to listen for keywords that increase customer satisfaction. This relaxation may include agent promotion or automatic opening to encourage customers.

The sentiment analysis feature can even see patterns related to support issues with channels or agents, allowing you to understand channel performance and address concerns about agent performance.

Contact center software can record sentiment analysis data automatically. Sentiment analysis tools are available as stand-alone products, but they are an important part of contact center software.

Call transcription

Real-time call transcription provides insight into customer and agent behavior by recognizing patterns. Call transcription feature by DialerKing enables faster data analysis to uncover trends in customer behavior and experience, as well as revenue-oriented trends such as bid acceptance rates.

Like other features that offer automation, call transcription helps organizations eliminate previous paper or manual processes and shorten the time needed to log and evaluate calls.

Text Analysis

Similar to call transcription, text-based conversations from surveys, interactive voice response (IVR), SMS and email can be digitally recorded to discover trends and customer experiences.

Surveillance features

Monitoring features allow contact centers to track, evaluate, and analyze customer interactions, behaviors, words, and documents in real time.

An effective contact center monitoring program can reduce training time, increase productivity, monitor agent performance, and reduce customer experience issues.

Organizations can use inspection data and other information as input to quality control programs. Monitoring features can help you evaluate agent performance to ensure quality standards are met, for example.

Call Routing and Queuing Features

Routing and queuing features are important for contact center software solutions.

These features focus on capturing data, information and contact center “work” – such as questions, problems, support and sales needs – and sending them to agents at the right time for the right answer.

Intelligent routing systems in contact centers can route incoming calls to the next available agent or through skill-based methods and predictions.

Without this feature, customers become frustrated and agents become less efficient due to the lack of control over the process.

Automated Call Distribution (ACD)

With this feature, calls and additional contact methods are automatically routed to specific agents based on a combination of contact type and agent expertise.

ACD also serves as the foundation for many call center software features and processes, including talent center routing, call monitoring, and call metrics. This feature makes it possible, for example, to resolve customer issues that have been sent to the wrong agent.

Automatic call

This feature allows customers to wait to leave a voicemail message or enter a phone number to call and not lose their place in the queue.

This feature is useful for continuous high-volume contact centers or for use during downtime. Sometimes this is done with virtual agent technology.

Interactive voice response

IVR capabilities allow customers to interact with call centers through voice-activated or touch-sensitive keypads.

Organizations use this feature to improve customer experience by offering self-service options. IVR makes it easy for customers to reach the right agent or department without having to speak directly to an agent.

This feature by Dialerking implements proper data collection and routing that can help contact center operations by reducing customer and agent time. Agents can receive pop-ups that provide all the information spoken or written by the customer, which can reduce contact time and improve the customer experience.

Artificial Intelligence and Chatbots

Most of the softwares uses elements of AI customer service to support predictive capabilities and other automated actions that help organizations improve productivity and create a more streamlined experience for customers.

Chat is an important part of contact center software and can improve workflow, but call center agents must have sensible transition rules in place to move from bot to agent.

This type of AI functionality allows agents to work faster and more accurately than customers. Additionally, the ability to streamline and automate tasks saves valuable time and creates a more efficient process for customers.

Now let’s look at a small guide for businesses considering a new deployment or overhaul of a customer service contact center solution:

1) Your customer support team or business needs a Call Center

Providing the right information at the right time is key to gaining customer loyalty. It doesn’t matter if the caller is a first time or regular customer. A business is no good if it doesn’t have enough resources to support customers or clients to be effective and productive in the real world.

A business has two ways to solve such problems. First, hire a team of employees who can call customers and answer their questions. A second option would be to outsource this to the Customer Support Center. 

Outsourcing often seems like an easy option with cost advantages (infrastructure, staff, etc.), the company can focus on core areas, but sometimes it can lead to customer backlash (knowledge transfer is not done correctly, complex systems, L2 and (L3 level). support). 

On the other hand, the first option, which is to build an on-premise system and/or use a cloud-based solution, is a better option in terms of management and quality.

2) Build the right customer support center

You should choose the best one for your company. Since all vendors offer the same service, you need to determine your preferences.

Determine the best balance of automated and live-agent support

When it comes to calls related to checking account balances or flight details, interactive voice response (IVR) is ideal. However, direct agents are required for complex requests. 

Before submitting a task to an IVR or live agent, the organization must first analyze the incoming request and assign the task accordingly.

Cloud-Based vs. In-Premise Contact Center

A cloud-based call center is another option that requires a low initial investment. However, it lacks features related to security and privacy. 

For companies looking for privacy, choose the internal version. Standard solutions provide complete control over infrastructure and data security.

Explore the impact of geographic location and cost savings

Many companies are considering moving their contact centers to locations with lower labor costs to reduce overall operating costs. Infrastructure, day-to-day support and language skills are equally important in a customer support center. Offshore outsourcing can be problematic in foreign countries with a lack of understanding of how the local culture works.

3) Required Features

To get the most out of the services offered by the customer support center, it is recommended that you make a list of features you want (besides common features such as phone recording systems and workforce management software).

Reliability

Choose a solution that can handle the volume of customer interactions your business demands during peak hours and weekends, without service interruptions or downtime.

Integration of business tools

A call center solution that integrates with your existing systems (ticket system – helpdesk, CRM, e-commerce, social networks and relevant platforms) will help you improve the efficiency and productivity of your team in the long run.

Ease of use

Once you’ve selected a software solution that meets your contact center business goals, evaluate it for ease of use. Make sure the solution has multilingual support, is user-friendly, and can get your agents up and running with the software within hours.

Expansion

It is only when your business begins to grow at a fast pace that you need more staff to handle the large volume of customer calls. The ease of adding new employees to your system or the scalability you can achieve is one of the main things to consider.

Data and Analytics

You can’t improve customer service if you don’t use data. Your contact center solution must be able to capture, report and analyze data. 

Good data capture and analysis tools will help you predict future trends and develop actionable insights. This will help train agents and move away from established core practices.

Other features to consider include unlimited continuous calling, ring whisper, automatic call dispatcher, and push-to-call.

4) Sign in to your service provider

After that, you should start calling the vendor. The service provider you choose should have a good reputation and a decent performance history. A reputable company will always hire qualified staff to handle customer problems skillfully and efficiently.

Here are some aspects to consider when choosing a service provider. It is always recommended to go ahead with a provider that offers-

Quality standards

ISO or other quality standard certification to ensure timely implementation and quality project management.

24*7 Support

Ensure that the vendor provides 24×7 live technical support and priority share to support queries.

Training

Find training programs offered by vendors to help get your team up and running in no time. Check that the training engineer is sufficiently qualified (Each product has its own certification)

Reliability

Choose a vendor that can minimize security risks and manage sensitive data safely.

Service Level Agreement

SLA defines expectations and service levels for customers and suppliers. Setting, managing and tracking SLAs is one of the most important aspects in determining project success. 

Employees or agents must be well aware of the terms of the SLA in order to consistently deliver uninterrupted service.

5) Implementation and Conclusion

When building the system, make sure that all deadlines are met and that it is built according to your business needs. It should be tested well before it goes live, because at the end of the day, the system you choose must work for your business. No business or company can be better rewarded than a satisfied customer.

We, at DialerKing evaluate all of these factors and determine which features will help improve customer access to agents, increase loyalty, improve profitability, and create an overall positive customer experience.

We understand business needs and customer experience and accordingly focus on features and functions that provide the greatest value to the business.