Depending on the size of your organization, you may not immediately assume that you need something like a call center solution at all.
“Why would I need to invest in something like that?”, you ask yourself. “I have a few in-house employees on-hand who are there to answer calls. Why would I need anything else?”
All told, call center solutions bring with them a variety of different benefits that can’t be ignored – even to the largest enterprises out there. They help increase efficiency, improve the customer experience and dramatically reduce costs – all at the exact same time.
Having said that, it’s also important to acknowledge that not all call center solutions are created equally. If you truly want to make sure that you’re investing in something that will meet your current and future needs, there are three key features in particular that you’ll want to make sure are included.
Short for “Interactive Voice Response,” IVR is a type of automated phone system that allows incoming callers to access important information like account data, as well as to get important answers to any questions they may have, through the use of pre-recorded voice response messages. It allows them to get the resolution they seek as quickly as possible, all without having to involve actual paid human employees. Everything is handled through the keypad on their phone, along with speech recognition technology.
Available in all Ozonetel solutions, our IVR offerings come with features like a drag and drop interface that allow you to build and modify complex IVRs without needing to write so much as a single line of code. Speech recognition and artificial intelligence are also employed to let customers carry out simple conversations with the system itself using only their voice – creating a far better experience for all involved.
Reduce Cost Per Customer
By preventing the need for human employees to get involved in basic customer contact events, the right IVR solution can dramatically reduce the cost per customer for your organization. The system itself is associated with a fixed monthly fee so you don’t have to worry about bringing new paid employees into the organization just to handle high call volumes or seasonal fluctuations. This can save a tremendous amount of money that can then be funneled back into other areas of the business where it can make the most impact.
Multi-Level IVR Options
Multi-level IVR options are also available that allow customers to handle deeper and more complex tasks, all via self-service solutions. As mentioned above, the drag and drop interface allows organizational leaders to create and adjust even the most complicated IVRs without needing to bring in additional programmers or outside help.
In addition to delighting customers and saving time, this type of multi-level IVR can also reduce costs, improve lead conversion and help you better understand the people who make up your target audience to begin with.
Another major feature to look for in call center software comes by way of automated recordings – something that is very important for enterprises in particular because they offer a record of customer interactions at scale.
No customer wants to repeat themselves again and again, explaining a problem in great detail multiple times, whenever they call your business. They expect to pick right back up where the previous call left off, regardless of who it is they were talking to. By matching call recordings with specific customer accounts, automated recordings make exactly this possible.
Not only that, but they also help customer service teams better track customer issues – helping them to identify certain recurring trends and patterns that may have otherwise gone undiscovered. The recordings can also be used to better train customer service teams, too.
If you had to make a list of some of the qualities that are truly essential to the modern enterprise, sophisticated monitoring is undoubtedly right at the top.
Not only do the monitoring capabilities built into call center software tools like Ozonetel allow organizational leaders to track customer service representatives, but they also shed valuable insight into specific interactions with customers, too. From one perspective, it’s a great way to learn more about who your real customers actually are – what they like, what they dislike, etc. This insight can help inform a lot of the decisions you’re making in terms of customer service moving forward, allowing you to offer a far better experience than ever.
From another perspective, it’s a great way to monitor your customer service agents to make sure they’re doing what they should be. By being able to instantly access an accurate recording of every interaction, you can identify those agents who are performing as expected and those who may need a bit of additional training. Singling out the latter quickly and addressing the situation will again go a long way towards preserving the experience you’re trying to create for your customers.
Overall, call center solutions have evolved to become far more than just another piece of software. Your business has gotten as far as it has to this point because of the quality of the relationships you’re able to forge with your customers. The better the experience you can offer, the more loyalty you’re able to instill. Not only that, but exceptional customer experience has long been one of the most effective ways to differentiate yourself from your competitors – which itself may be the most important benefit of all.
So if you’d like to find out more information about the major features that all the best enterprise call center solutions will always have, or if you’d just like to speak to someone about your own needs in a bit more detail, please don’t delay – contact the team at Ozonetel today. You can also receive a free, no obligation trial so that you can see what our call center software can do for your business up close and personal.