What is Call Centre Software and Why You Need It?

| November 27, 2017

updated on January 19, 2022 at 6:32 pm

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When you are running a call centre, there are certain things which are out of your control. For instance, as a dealer in electronic equipment, you may get a call from a customer asking for your tips on how to stay fit during winters.

Such situations are often not under your control. But there is something that you can manage at your end – the quality of customer service. Irrespective of the type of customer queries you are receiving on a day-to-day basis, you can resolve them effectively with robust and reliable call centre software in place.

What is Call Centre Software?

Delivering outstanding customer service is the ultimate goal of any call centre software. With the use of a robust and reliable call centre technology, service agents can attend every customer call efficiently.

Top best call centre software tools help contact centre agents in doing more than just ensuring live interactions. Through easy integration with information database, the best call centre software helps in providing quick solution to customer problems.

The support of advanced features like Interactive Voice Responses (IVR) further ensures the efficiency in customer service. Through IVR, customers can easily navigate through auto-generated options and connect with a live agent over a phone call.

Overall, the best call centre software creates a robust online platform for customer support, which can integrate seamlessly with other systems like help desk, CRM and PBX. This integration is useful for customer service agents in tracking all customer-related information quickly.

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Why You Need Call Centre Software?

To sustain in the competitive landscape, growing businesses need to provide enhanced support to customers. Here is how a customer service software with all the advanced features can them in upgrading the customer service level.

1. Remote Agent Desktop

When using an upgraded contact centre software, service agents can work from home or any other remote location and serve customers unfailingly. The productivity and efficiency of call centre staffs can increase with the remote agent desktop feature, and they can offer outstanding service to customers round the clock.

2. Graphical View of Customer Interactions

It is important for service agents to have a graphical view of how customers are being served and how interactions are taking place. With this insight into the quality of service provided through self-service channels and direct calling, agents can make better strategies to improve their overall performance and the quality of customer service.

3. Reporting & Analytics

To measure the performance of service agents and to devise strategies for continuous improvement, call centre people need enhanced analytic reports. The structured data received through analytics and reporting can essentially change the way a call centre is operating. Agents can adopt new strategies to improve their performance and achieve the bigger goal of complete customer satisfaction.

4. Omnichannel Interaction

The advanced call centre software technology makes it possible for agents to leverage interactions with customers through all possible platforms, be it social media, web chat, IM or SMS. Through a single desktop, they can have access to multiple interactions at the same time and provide customized solutions for customer queries.

Contact centre software is important for corporate leaders to ensure impeccable customer service. By deploying the best call centre software, they can remarkably improve the process of handling customer requests and queries.

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