Today in this competitive world, it is really a daunting
task to run a busy inbound call center. Sometimes it becomes even impossible to
run a successful inbound contact center without right inbound call centersoftware features. There are numerous inbound call center software providing
companies are there today but choosing the appropriate one for a hassle-free
inbound call center campaign is little difficult. Sip2dial is one of the
leading call center software providing company to provide client-friendly and
advanced inbound call center software. Here are 10 amazing features of
Sip2dials inbound call center software enlisted below. Check it now!
1. Automatic Call Distribution (ACD)
It is important for any busy inbound call center to leverage
a good call distributing framework. There are different kinds of businesses
around the world who want to reach their target audience by providing them good
services and solutions. Inbound Contact centers are necessary to let consumers
know about products and services. Automatic call Distribution feature from
Sip2dial allows contact centers to effectively route callers to the most proper
specialist or division in view of pre-characterized data.
2. Multi-Level IVR
3. Skills-Based Routing
Skill based call routing is ultimately known as the final final tool in an inbound call center call routing toolkit. This call center software feature from Sip2dial routes callers to the most qualified agents who can solve their problems or offer appropriate advices based on the Interactive voice response(IVR) selections. Skill-Based routing feature is capable of setting skills of agents, improving the quality of client-agent conversation as per geographical locations.
4. Customized Call Queues
Call queues are common things in busy inbound call centers.
To optimize the customer experience contact centers must be familiar with
configuring and managing the call queues.
Sip2dial as a reliable call center software provider offers advanced
inbound call center software with customized call queues feature. It is essential
for every call center business to have their separate queues for each
department. When maximum queue size, waiting limits in each queue and other
features like call back from queue and queue to voicemails is determined,
contact centers can run smoothly aiming towards a better ROI and good
client-agent relationship.
5. Built-in CRM
When callers are routed to an agent that is inexperienced,
they don’t get the proper solutions. It is important to route callers to the
most qualified agent though it is just the half part of the battle. Routing
callers to the most appropriate agent is only half the battle to providing
top-notch service in a busy inbound call center. To resolve customer issues,
the agent should have the right information about the callers. The best tool to
help agents get the job done right is a call center software with a
built-in-CRM and enhanced caller ID. With sip2dial’s built-in CRM and
Enhanced Caller ID, agents will have detailed information about the caller
(i.e., name, phone number, picture, company and position), regardless of in the
event that it is the first occasion when they called the organization or the
tenth. The Built-in CRM of sip2dial will let the agents to access the entire
call history, call recordings, voice mails and more of the caller in real time.
Basically those who are start-ups can easily make their inbound call campaign
run easily with sip2dials Build-in-CRM feature.
6. Business Tools Integrations
With sip2dial’s call center software, the business tools
integration is one of the finest features for a contact center. As Built-in CRM
provides the overview of the consumer, business tool integration enriches the
displayed information of the consumers, so that agents can have a 360 degree
view about their customers.
7. Dedicated Phone Numbers
Technology has become so developed today that most people
are busy with gadgets, smartphones and other equipment. If you don’t provide a
dedicated phone number to your callers, they would have to navigate a
complicated IVR system or wait on a queue. This will frustrate them and finally
it can hamper the reputation of your contact center. Sip2dial’s advanced inbound call center
software allows agents to pass out their dedicated phone numbers which is
convenient for VIP customers, vendors and high business contacts or callers who
need to reach an agent in a specialized department. The primary aim that
sip2dial preach for inbound call centers is to reduce customer frustration and
enhance agent-client communication.
8. Agent and Team Voicemail
Inbound call centers are the hubs of customer experiences.
It is important for call centers that utilize dedicated phone numbers, should
also configure these phone number settings optimally. This process is very
simple which makes sure that call centers have their own voice-mail to make
callers interactions convenient when they call that number outside of business
hours. The inbound call center software from Sip2dial is enriched with this
amazing feature which makes it simple for the entire team at a contact center
for keeping track of their callers’ every time.
9. Real-Time Metrics
Today in every
business, real-time metrics play an important part as a constant dashboard helps
providing data like service level, average wait time, longest wait time,
average handle time, number of available agents and much more so operators can
settle on more educated choices because of the company’s best advantage. Sip2dial’s
real-time metrics feature allows call centers to keep and review the
information about their customers for quality control and improvement of
efficiency.
10. Historical Reporting
Historical reporting in call center business simply means to
evaluate the performance of agents, department, phone number, campaign, team
and the entire company based on historical data. Sip2dial allows the managers
of contact centers to manage their call center well. It is essential today for
contact centers to be equipped with latest and advanced call center software
due to the competitive behavior outside.
Finally
At the very end, it is important for every contact center
business owner to know that, contact center business entirely depend on how you
take and manage calls. Whether you are a start-up or an established company,
you must use that software that are advanced and enriched with some essential
features. In case of inbound call center software, all these aforesaid features
are created with respect to the time changing nowadays.
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