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Features of a Call Center

Call center telecommunication systems function as both a means of providing customer care and a tool for sales representatives to close sales. There are certain features that are included with every phone system, but knowing which features which will serve your company best is crucial. In fact, a company of any size could be considered a call center, since they are fielding calls and need to route them intelligently. Here are the call company features that every company needs:

Multiple Channels

A Call center must be able to support interaction with customers in the manner that the customers prefer: phone, email, Web chat, or voice over IP (VoIP)/voice chat. With a VoIP hosted PBX, you can setup a ‘call me back’ feature on your website and a call will immediately be initiated with the caller and a call center employee.

Web-based Self-Service

Web-based self-service allows customers to acquire answers to frequently asked questions and perform self diagnostics without the assistance of a call center agent. This allows companies to minimize the number of incoming calls, and keep their agents free to handle more complex customer care issues.

Desktop Integration

Inventory, sales, accounting, marketing, and help desk should be all integrated into the desktop, giving sales representatives a single, consolidated view of all the information they need to take sales orders, handle responses to promotions and special offers, address billing issues, track shipments, and log in problems.

Call Queues

With a VoIP Hosted PBX, a call queue can be helpful since it plays hold music while the customer is on hold, and directs the call to the employee who has had the most amount of time between calls and to those who are not on the phone. For example, even a three-person company could have a sales call queue that will call every person in the company, since everyone should be able to make a sale and no company would want to loose a sales opportunity.

Analytics

Supervisors need the ability to generate analytic reports that will help them track and analyze call statistics, identify critical service trends, implement needed process enhancements, and maximize productivity.

Surveys

Listening to customer feedback is critical to keeping customers. All call centers should include survey capabilities, so customer opinions, perceptions, and satisfaction levels can be collected and analyzed.

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