Call center solutions offer variety of features to benefit call centers and organizations that use it. The intelligent call center software is a few steps ahead in terms of feature offering. It uses smart algorithms and AI- driven technologies to boost up performance and automation. Although, there are a few companies that offer this type of call center solution, there are already many call centers and companies that have started using it in their daily call center related operations. However, the companies cannot achieve those much-needed and expected benefits. Is this the problem of the solution or infrastructure?? No. It is issue of lack of knowledge and experience of using such a powerful tool. To help you in process of making the best use of your intelligent call center software solution, I will share the top 3 tips of using it.
1. Use all sorts of automation
All call center solutions offer different types of features to automate some tasks. The intelligent call center software offers even more features so different tasks can be automated smartly. The users of this type of solutions must use different options to perform tasks without or a little human intervention. For example, interactive voice response, auto dialer, predictive dialer, disposition list, etc. are features that can be used to automate different operations and tasks. This helps in increasing agent productivity and saving time and resources.
2. Apply customer-centric features
The intelligent call center solution often focuses on delighting customers or prospects. However, to actually increase customer satisfaction, the customer centric features need to be used by the users. For example, Soundboard Avatars, sticky agent, skill based call routing, callback, etc. are features developed in the intelligent call center software to delight customers.
3. Use A/B testing
Generally, call centers use the same features which they think are working fine in all campaigns. However, fact is dissimilar, different campaigns can perform differently by using different settings and features. For example, if predictive dialer works really well in a campaign, it is possible it performs well in another or it is also possible any other dialer would work even better in that campaign itself. To check which feature works better in a campaign or all other campaigns similar to that it is necessary to test different features. One can run A/B testing to test different features and check which works well for it.
4. Read blogs and articles of call center software providers
This is a bonus tip for you. Each intelligent call center software provider writes blog posts and articles. There are also some portals that publish articles of different experts and providers. It is advisable to read these articles as it will help you to learn different tips, tricks, and hidden gems of this type of call center solution so you can use it in the most useful manner.
These are the top 4 tips to make the best use of intelligent call center software solution. You must use the one and explore all its features in your favour.