Four Essential Call Center Software Features To Improve Customer Service
For some call centers, customer service is the name of the game. Having the right software can help improve the customer service experience for those dialing in for help. As you look for call center software, consider the following options to ensure every call is handled with the greatest of care.
Digital Receptionist
The digital receptionist is the first voice your customers should hear. This recorded message directs callers through a host of available menu options, such as dialing one number for English and another for Spanish. Having a robust digital receptionist feature in your call center software can make it easy to route calls to the right person on your staff. The best setup will allow for layers of menu options so callers can drill down to the exact issue they're facing and be connected to an expert in that problem on the first try.
Customizable Hold Music
Customizable hold music lets callers know they're in the queue to await service from your representatives, but it also provides opportunities to educate the customer on your business. Recorded messages played at intervals throughout the hold message can direct callers to use automated features on your website or even alert them to discounts and promotions you're offering at any given time. Additionally, these messages break up the music, which can reduce frustrations during long waits and let callers know they're still in the queue.
Call Barging
Call barging is a feature that managers can use to intercede when customers are experiencing serious issues. Your management staff can join calls to help guide your representatives and find meaningful solutions for callers. This can consist of patching managers through to speak directly to the callers or letting them speak only to the reps to provide better insight and direction for how to resolve an issue. Call barging can also be used for listening in on calls without interrupting, so your management can monitor how the staff is doing and provide actionable feedback for future customer interactions.
Three-Way Calling
Three-way calling creates a seamless transition from one representative to the next. Instead of putting customers on hold and transferring them to a second operator, you can transition the call without interrupting the conversation. This means the customer won't have to repeat their issue to the next person in line to help them. You can use three-way calling when escalating issues to a manager or rerouting calls when they've been misdirected.
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