Looking for the Best Enterprise Call Center Software? Here Are Some Tips

Running an enterprise-level organization is a daunting task. You need to make sure your products and services are of the highest quality and your finances are in order. You also need to ensure that your customers can reach out anytime they want, and when they do, they’re well taken care of.

At present, focusing on customer service is extremely crucial for all types and sizes of businesses. As per one latest study, nine out of every ten customers feel that the customer service and experience a business delivers is as crucial as its products or services. And, when it comes to customer service, over two thirds of customers have higher expectations today compared to five years back, a stat by Netomi reveals.

In such a scenario, enterprise-level businesses must invest in the best call center software so that they not only provide the best possible customer service to their prospects and customers but also enhance their agents’ productivity and efficiency. This blog post details features enterprise call center software must have as well as the tried-and-tested tips to select the right software.

Auto dialing system

Dialing a phone number manually takes about five to ten seconds. Waiting for that call to be picked up by a live person takes almost ten to fifteen seconds. That means for every outgoing call, a person wastes about twenty seconds to half a minute in the manual dialing process. Imagine the wastage if one has to make more than a hundred calls every day. Enterprise-level organizations can’t afford to waste that much time. That’s why the auto dialing feature is a must for them if they need to make huge volumes of outgoing calls.

Sophisticated call center software comes with cutting-edge auto dialing systems. There are three main types of auto dialers—preview dialer, power dialer, and predictive dialer. Each has its unique strengths. Enterprise-level businesses must decide what type of auto dialer will suit them the best and must make an informed choice.

Self-service systems

A study conducted by American Express found that three out of every five customers prefer self-service options for simple customer service tasks. Another study by Dimension Data found that almost three quarters of customers would prefer to solve issues with their purchases on their own. In such a scenario, enterprise-level companies must provide their customers with a wide range of self-service options.

One of the best self-service options is an IVR (Interactive Voice Response) system. It’s an automated phone system that interacts with callers, provides them with relevant information and choices, as well as directs their calls to suitable agents. Another great self-service option is pre-programmed bots that interact with customers via SMS or web chats. Knowledge bases and FAQs (frequently asked questions) are also excellent self-service options.

Omnichannel support

Did you know that an average customer uses at least ten different channels to connect with businesses? The channels can range from the good old telephone system to cutting-edge voice-activated personal assistants. In such a scenario, enterprise-level businesses must use omnichannel support to facilitate multi-channel customer interaction.

Many advanced call center software provides omnichannel support, which enables customer service agents to handle customer interactions over a wide range of channels such as voice calls, web chat, video chat, text messages, emails, instant messaging platforms, and social media. Omni-channel support not only improves customer satisfaction but also enhances agents’ productivity.

Integrations with third-party apps

A recent study reveals that at least two out of every five top decision-makers in enterprise-level organizations consider siloed data as one of the major impediments when it comes to providing a comprehensive customer service experience. Data silos occur when data stored in one department remains isolated from all other departments in a company.

To prevent that, enterprise-grade companies must ensure that their call center software seamlessly integrates with a majority of third-party applications, such as CRM (Customer Relationship Management) system, so that they can retrieve relevant customer data during every call. Doing so will enable your business to tailor responses for every customer and provide them with an exceptional customer experience.

Real-time analytics and reporting

When it comes to measuring call centers’ performance several metrics provide in-depth insights into agents’ performance as well as call quality. Volume-based metrics such as average handle time, total calls handled, abandonment rate, etc. show quantitative performance. Whereas, quality-based metrics such as customer satisfaction (CSAT) score and net promoter score (NPS) show qualitative performance.

Sophisticated call center software can enable call centers to calculate all these metrics and generate various types of performance reports in real-time. By doing so, it can enable supervisors and managers to identify performance issues and take corrective action in an efficient and timely manner. Apart from identifying training needs, real-time analytics and reporting can help call center agents design effective customer experience strategies and optimize service levels.

How to find the best enterprise-grade call center software

Investing in call center software is one of the most important business decisions, particularly for large and enterprise-level organizations. The right decision will not only mean cost-efficiency and higher productivity for your business but will also impact your customer service. That’s why you must take your time to do your research and consider all promising options before making the purchase.

First of all, you’ll need to be clear about what you want from the call center software. Do you want it to be more sophisticated than your existing system? Do you want it to make your customer service operations more cost-effective? Or do you want it to be compatible with your expansion plans?

Asking these questions will help you determine the right type of call center software for your business as well as the features it must have so that you can achieve your goals. It will also help you to set a reasonable budget.

After that, it’s time to look for the best available products (and service providers). Here, the internet will be extremely useful to help you find the most suitable call center software for your organization. While searching the web, make sure that you use high-intent search terms to find the best results. Search terms such as “call center software,” “best call center software,” and “top call center software” are generic and will generate broad types of results.

But if you narrow down your search by using business-specific search terms, then the chances are high that you’ll find results that are most suitable to your search intent and business. That’s why to consider using search terms such as “best enterprise contact center software” “top enterprise-grade call center software,” “omni-enterprise call center software,” or “best call center software for enterprise-level businesses.”

You can also make your search location-specific and type keywords such as “best enterprise contact center software in the US,” “best enterprise contact center software in the UK,” “best enterprise contact center software in Canada,” “best enterprise contact center software in India,” “best enterprise contact center software in South Africa,” and more such countries or cities.

After pressing the enter key, you’ll get about a dozen of results on the first search engine result page. Some will be service providers’ websites while some will be aggregators’ sites. In the former, you will get detailed information about a company’s call center software, detailed features, brand story, customer testimonials, pricing plans, and of course, their contact details. But in the latter, you will get a bird’s-eye-view of ten or twenty call center software and you can compare their features, prices, overall ratings, and pros and cons.

Visiting both types of websites will help you create a shortlist of promising and trustworthy service providers. Now, you can contact each of them and ask for more details. Some software providers may not mention if they provide free demos or for how long they provide the free demo. You can get it confirmed in the call itself.

Post that, introduce the software to your team. If your customer service team isn’t fully equipped to use the demo version of the software, ask the service provider to provide a basic training session. After your team starts using the call center software, ask each agent for feedback. If everything goes well during the demo period, then purchase the software without any delay.

In closing

Finding the right enterprise call center software can mean the difference between success and failure for enterprise-level companies. While selecting suitable call center software, you need to consider the functionalities and set a reasonable budget. Take a close look at the features such as auto dialers, automatic call distribution systems, IVR, and CRM integration. Before investing in the software, research every software provider thoroughly and compare their products, prices, ratings, and reviews to make an informed decision.

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