Aaron is a marketing professional who works for Unify mid-market partners and communications specialists and DuoCall. He has previously worked with a number of businesses in order to increase their online prescience and outreach. “ Aaron Watts - Digital Marketing & PR Executive
There’s a common belief that call centre software is solely for call centres; that belief is wrong. There are many businesses who wouldn’t class themselves as call centres that would benefit hugely from implementing this kind of software.
Call Centre Software, or Customer Relationship Management Software, provides a variety of features that can help a business grow. Features such as queue management, tool integration and real time/historical reporting are just some of the tools that can give a business the platform to improve and progress.
Take a look at our three main benefits of implementing Call Centre Software:
Employee Efficiency and Productivity
Even if you’re not a call centre, managing your inbound calls as if you were can help to increase efficiency. Most businesses need to be able to provide support to their customers, which is where call centre software can really help. Staff are easily able to track and escalate any queries or faults meaning time isn’t spent unnecessarily liaising with other departments.
Better Customer Service
When your customers call you they more often than not need some help or have a question. With Call Centre Software you can ensure that your customer is quickly and efficiently directed to the correct department or person.
As well as routing calls, the software offers a platform for real-time information exchange between staff. This cuts out any potential waiting time for the customer if calls need to be transferred.
This paired with a business-quality phone system allows for seamless interaction between you and your customers. If you’re unsure about what phone system features would best suit your business, then check out DuoCall’s Unify Triple Play Platform.
Reporting – finding opportunities for improvement
Call Centre Software allows you to gather in-depth call reports and data. By doing this you’re able to not only monitor staff performance but also identify areas in which your customer service team can improve.
For example, if staff are taking excess time to answer calls, you know that this is something that needs to be improved. Similarly, if it’s taking too much time for inbound calls to be dealt with by support staff you may need to either upskill them or put new procedures in place when it comes to dealing with inbound calls.
It’s important to remember that Call Centre Software isn’t solely for businesses that operate a traditional ‘call centre’. The number of different features available can play a huge role in the development of staff, improvement in customer experience and overall growth of a business.