Call centers run various inbound, outbound, and blended calling campaigns to provide the required support to customers. Also, some call centers run various other campaigns to generate leads, verify predefined criteria, convert leads, etc. In a nutshell, the call centers can run all types of marketing, sales, customer onboarding, and customer support campaigns. In any campaign, agents play an important role because agents represent the business brand. Their communication and interpersonal skills as well as their knowledge about the offerings are very much important to make any campaign successful.
All these campaigns are executed via a solution, called, call center software. This software offers many features to run and control campaigns. Each solution offers some standard and some unique features to agents and managers. Some of these features are very useful for agents as those features help them do their job more efficiently.
One of the most advanced solutions presently available is the intelligent call center software. Along with the traditional and standard features, it also offers some additional features to empower agents. Let me share more details on the major features available to agents in the intelligent call center software:
1. Remote Agent Support
Unlike many traditional solutions, intelligent call center software offers comprehensive remote agent support. It means agents can work from home or any remote location. This software support PSTN line such as telephone numbers and mobile numbers. In the case of a remote agent, the ring group function will be enabled, so all available agents will hear the ring. As soon as anyone of them attends the call, rest will not be able to take that call.
In the current situation of the COVID 19, these features are very beneficial to let agents work fearlessly and productively.
2. CRM Integration
Intelligent call center software supports CRM integration, so agents can see the details of the caller on their system during a live call. This functionality helps agents to personalize their pitch to make customers feel more special. This helps in improving customer satisfaction ratio.
3. Voicemail, callback, and manual dialing
All agents using intelligent call center software have a feature, called, voicemail. Customers can leave a voicemail message if they do not like to stay in the call queue. Agents can listen to the voicemail message and schedule an automated callback, if needed. They can also give an immediate callback by using a manual dialer if the agent needs more clarity on the concern of the customer. Voicemail is only available in intelligent call center software.
4. Agent side reports
This modern day software for call center also provides an array of agent side reports such as:
● Agent session report
● Customer chat report
● Callback report
● Missed call report
● Voicemail report
All these reports can be used by agents for evaluation of self-performance and improve the same.