Top Benefits of Call Center Software Solutions in Kenya

It is every organization goal to deliver great customer experience to its’ clients. Call center software solutions in Kenya, are becoming very significant in every organization quest to deliver great customer experience.

while providing customer experience is great for every business, it can be very challenging to respond to every client query while handling calls.  Clients always demand exceptional services and organization may lack on this section.

Call center software’s are solutions for business to offer top customer service to their clients.  The software enables agents to offer great response to the clients request and in a timely manner.  Omni-channel Contact Center Software systems offers even great all-round features.

It’s essential for have call center solutions installed for your business in Kenya to handle clients related needs. The solutions offer much more than just a tool to receive calls.  The contact center solutions offer efficient operation with features to track, monitor and manage all call with your customers.

What should you use a Call center Solution for?

Nearly every know the call center solution is for handling inbound and outbound calls within the organization. The solutions however offers more than what’s known for. with the power of Voice over IP (VoIP) features, there’s more you can do.

• Responding to queries.
• Handling inbound and outbound calls
• Responding to emails.
• Ticketing & CRM
• Interacting in live chats.
• lead management

Additionally, user-agents will also handle and deal with technical and sales issues arising from the customers

• handling Complaints
• Inbound & outbound sales
• General inquiries
• Technical support
• Appointment booking

Types of Call Center Solutions in Kenya

There are three most common call center software’s. This includes Inbound, Outbound and Blended Center

Inbound Call Center

These solutions handle great volumes of calls continuously. It’s designed to receive calls coming in from clients e.g., customer care centers such as in banks and telcos.  Automation is used in this case Interactive voice response (IVR) systems can be used to guide user to the various needs they have or also selfcare. This allows clients to route the calls to customer cares agents through automated call distributor (ACD)

Outbound call center

Businesses can make use of outbound call center solutions in Kenya, to make calls on behalf of their organization needs.  These tasks may include client retentions, lead naturing and generation, surveying, collecting debts and also sharing updates.

To ensure great efficiency various inbuilt solutions such as an automated dialer software which makes calls automatically and also transfer to available agents through help of IVR systems. To learn more read our guide to call center software to understand more.  Outbound call center software is usually designed to handle only calls going out of the organization.

Blended Call Center 

A blended call center solutions offers the ability to handle both inbound and outbound calls. it encompasses features of both inbound and outbound but is limited only to calls.  This can be done with the same agents, and still using the same contact center software.  This is one of the solutions that can be used by organization that want to handle both.

What is the difference between call center and contact center solutions?

The two terms are used inter-changeably but there is a slightly different.  Call Center is focused on one channel of communication that being telephone calls. Contact center on the other hand provides support for other features besides calls. It offers additional channels such as chat, emails, social media as part of the solutions.

Benefits of using call center solutions for your business in Kenya

Having to reflect on the day to day challenges your customer experience team face, you may want to consider a call center software for your business team. below are some of the benefits to enjoy.

#1. Improved Customer Service Management

The top reason you have your customer care number is to offer solution to your clients. Whenever the clients reach out to the call center agents, they do with high expectation that they will have their problems solved.

This they expect to be handle quickly and efficiently. Call center solutions for business in Kenya offers support where calls can be routed based on the client’s needs and services offered by the organization. Also, user agents can get to collect data and exchange information between agents to reduce clients wait times

#2.  Boost Productivity

Productivity is at the core of every company. This is done by ensuring optimized product and services offering are exception to customers.  Customers are usually demanding and have short span to offer attention. In order to maximize on this call center software agents needs to have great training to ensure proper response.

with call center solutions for organizations in Kenya help improve efficiency as it can manage queries through offering tickets, populating the CRM, appointment setting and solving technical issue in an efficient process.

#3.  Reporting Features

Reporting features are very important to the organization as this offers an opportunity to cross sale and upsell. Additionally, strategic managers get crucial information to help them make decisions.

#4. Cost Efficient

Efficiency and cost reduction is something that comes with call center solutions for business in Kenya. No need to use time consuming solutions and employ many agents to handle calls. A call center software offers benefits of both inbound and outbound with auto-redialing solutions cutting call cost.

Not to mention that call center software is built-in with features to route calls and measure call metrics. Ultimately, you won’t need additional services for this purpose.

#5.  Boost Sales

Inbound and outbound call center solutions in Kenya can quickly improve on sales. with ticketing systems, embedded CRM you get to quickly escalate client’s needs.

The software assists sales and top-level managers to handle pre-sales queries, having history of user too and thus can better respond with great sale offer. Nearly 90% of missed voice calls never return and thus losing out on chance to sell.  additionally, by going through their existing users buying habits organizations can cross sell and introduce other products.

#6.  Multi-channel Support.

With the growth of internet, modern day customer expects cross platform response from organizations. Call center solutions in Kenya offers omnichannel systems that fulfill the objectives of the customer to deliver support across multiple channels.  It also enables brands and services to connect with clients via SMS, voice calls, video, email, chat, or social media platforms like Instagram and Facebook.

#7. Exceptional customer experience

In order to have a great customer experience, clients expect to have an ever-present customer services team to address their problems. Customer experience can be fully offered by understanding the user needs. Contact center software solutions offers this by giving history of the clients with data about the persona and thus a great opportunity to offer timely response to the clients.

#8.  Boost User data security

A call center collects and keeps information about users. This is critical data to their users and also the organization itself. Call center solutions for organizations in Kenya comes bundled with great security features and protocols to ensure integrity of data.  Moreover, you can backup this client data on cloud storage solutions for the company

#9.  Enhance Teamwork

A great call center solution allows for interaction between agents regarding clients. As their information is updated everyone get to understand the process and thus any agent can offer solution to a client. Call monitoring features also allow supervisors to get to understand what’s happening and how to assist in case of escalation.

#10. Prioritize urgent calls

Some calls are treated as urgent based on the nature the client is reporting. In most cases financial institution may use this feature. Based on what is considered urgent by the organization, the call center solution can prioritize which calls to be handle first. Eventually, you don’t need to worry about determining which calls are the most urgent. Through call center software, you have your clients’ list ready to respond.

Call center teams

Many different roles make up call center teams, including agents, team leaders and IT personnel.

• Call center agents. User Agents are the point of contact between an organization and its clients, as they talk directly with customers and handle their calls. Depending on the type of call center, agents may handle either incoming or outgoing calls. Call center agents typically have customer service skills, are knowledgeable about the organization and are creative problem-solvers.
• Team Supervisors. Majority of call centers within organizations, divide agents into smaller groups for easier management. Team heads help call center agents deescalate conversations, solve issues or answer questions from customers or the agents. In addition, team leaders should ensure call center agents are happy and fulfilled in their roles.
• Call center managers. While team leaders run smaller teams, the manages run operations and ensure everything runs smoothly. Managers, set the goals and expectations for user-agents performance to ensure they meet the standards for customer expectations and keep the center running smoothly.
• Quality Assurance.  Quality assurance (QA) is a practice that ensures products or services meet specific requirements, and QA teams put this into practice. These teams can monitor and evaluate agent phone calls in call centers to ensure the call quality and CX are up to the center’s standards. In some cases, call center directors run the QA checks.
• IT Team. IT teams are significant to call centers. They ensure that all systems are rearing to go for the call center solutions and that things are running seamlessly.

Conclusion

Call center solutions for business in Kenya is very important. The solutions enable agents to handle incoming and outbound calls by routing and tracking them.

Call center software is very much needed in every business to improve work productivity. It helps call agents manage all the incoming and outcoming calls by tracking and routing them. The software also provides features to handle diverse clients’ requests, such as general inquiries, technical support, complaints, and sales calls.

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