Nowadays, business owners look for technologies that can facilitate their multi communication channels and a cloud-based call center management system seems to be the perfect solution for them. It is a myth that call center management system or software is created just for call centers and not for SMEs or MNCs that are operating other businesses. However, with
our call center management system, Nubitel Customer Engagement Solution, you can enjoy the privilege of a call center infrastructure that has been created especially for companies that are doing customer service or communicate with their customers through various communication channels. Our call center software helps you in managing multiple communication channels like phone, email, instant messaging, live chat, SMS support or social media.
our call center management system, Nubitel Customer Engagement Solution, you can enjoy the privilege of a call center infrastructure that has been created especially for companies that are doing customer service or communicate with their customers through various communication channels. Our call center software helps you in managing multiple communication channels like phone, email, instant messaging, live chat, SMS support or social media.
One of the best uses of a call center management system comes in customer support or in a help desk software that features ticketing service to help agents respond to customer queries and resolve issues. There are two types of call center management software: On-Premise Software System- These are usually sold to private owners with an on-time utilization license in which the corporate user takes care of the upgrade and maintenance. These usually need the installation of private branch hardware and equipment and are the foremost skilled type. However, they are highly overpriced and filled with hassles.
Cloud-Based Call Center System
A popular and more affordable alternative to the on-premise software system, the cloud-based call center system does not require any downloading or installing software. The call center is accessible from any part of the world as it is hosted in the cloud.
Now that you have decided the type of hosting you need, you need to find the perfect call center management system for yourself. Those features can make a big difference when it comes to quality of customer service, such as time measuring or system tracking. Here are a few useful features available in modern call center software management systems that you should definitely look out for-
Call Recording
An important feature, call recording helps operators and supervisors to record the phone calls and store them in the server. This feature enables the customer service managers to train new agents as well as set a benchmark for quality. The supervisors can also replay critical calls again and again for better understanding of the caller’s needs. Moreover, in case of a dispute between a customer and an agent, the call recordings come in handy to resolve the issue effectively.
Now that you have decided the type of hosting you need, you need to find the perfect call center management system for yourself. Those features can make a big difference when it comes to quality of customer service, such as time measuring or system tracking. Here are a few useful features available in modern call center software management systems that you should definitely look out for-
Call Recording
An important feature, call recording helps operators and supervisors to record the phone calls and store them in the server. This feature enables the customer service managers to train new agents as well as set a benchmark for quality. The supervisors can also replay critical calls again and again for better understanding of the caller’s needs. Moreover, in case of a dispute between a customer and an agent, the call recordings come in handy to resolve the issue effectively.
Automatic Call Distribution
If there is one thing a customer hates, it’s waiting. Hence an automatic call distributor (ACD) is a crucial tool that a call center management software must have. An ACD is capable of routing the calls automatically to the right agent and therefore reducing wastage of time. When setting up a cloud-based call center management system, you can easily customize automatic routing based on your preferred routing rules. Some of the ways in which you can route your calls are through performance-based routing, location-based routing, routing calls to an idle system, or least occupied routing, etc.
Monitoring and Reporting
No business wants to lose money unnecessarily and the reporting feature in a call center software ensures to save your cost and resource tremendously. Through the monitoring and reporting feature allows operators to track the performance of their agents as well as analyze the call duration, call costs, basically every call analytics needed like calls per day/line/agent/department etc. You can also check out the average duration of calls, average abandoning rates, the service level and more. These metrics can help the supervisors make detailed decisions on issues such as employee performance or training needs.
Intelligent Routing
Intelligent routing is one of the top features for any call center management software in the current times. Ideally, every operator wants the calls to reach the agents who would be able to serve the customer best. Skill-based routing or intelligent routing is an extension of ACD and this when enabled routes the call directly to the relevant authority based on the agent's skill and expertise . This feature saves time for both the agents and the customers.
Nubitel Cx is a call management software that provides all the above features. It is one of the solutions provided by Nubitel, one of the best software solution providers in Malaysia. Our services also include VoIP phone service, IVRS, Call automation, etc. We are one of the best options when it comes to a call center system software for small business houses. Visit our website https://nubitel.co/my to know more about us.
