11 Essential Features of Inbound Call Center Software in Kenya.

January 31, 2023
Becky Mugo
VoIP and Call Center

The best call centers must be able to develop and maintain higher standards for client satisfaction by offering top-notch assistance and services. Inbound Call Center Software features are highly sort after by various users.

Managers and support teams should be able to gather and view data for thorough analytics and to accurately assess employee and department performance from high-quality contact centers.

The following are essential elements that your incoming contact center software must have: – Running an efficient inbound call center can be difficult without utilizing the appropriate inbound call center software capabilities. To manage and preserve a seamless customer experience, modern companies with vast client bases always have entire contact center solutions in place.

Characteristics that mark a Good Contact Center Solution

Standard inbound contact center software ought to be thorough, dependable, and reliable. All potential customer-centric challenges are covered by comprehensive contact center software. By equipping your incoming contact centers with industry-standard contact center software. You’ll undoubtedly notice the difference.

The following are some characteristics that the best contact center software must have:

Automatic Call Distribution, number (ACD)

Any inbound contact center solution must have an automatic call distribution system, and its implementation should be given top priority. Based on pre-established criteria, ACD enables teams to efficiently route callers to the most suitable agent or department. ACD is the essential call center software feature for inbound call centers since it serves as a basis for other important call center software features and capabilities like skill-based routing, call monitoring, and call metric acquisition, among others.

The best call center software should be flexible enough to interface with your current CRM system and offer all the features you would expect from a contact center such as Call Handling Capabilities.

Call Management

Your inbound call center’s customer service representatives must be able to carry out basic to complex procedures and have full control over support functions including call holding, muting, forwarding, and ending.

Recording of Calls

The ability to record all calls should be a feature of any customer support system. to manage customer service and maintain standards of quality.

Routing Calls Features

The best contact center software should be capable of doing general routing operations on calls, such as passing calls to the proper agents depending on various criteria.

Interactive Voice Response (IVR)

The best contact center systems must have the ability to route callers to the right department and agent using interactive voice response (IVR). Businesses can easily develop and update their preferred IVR flow using an IVR system’s versatile IVR builder.

Support teams can tailor-make their preferred process workflows in accordance with their own specifications using a flexible drag and drop IVR builder. IVRs are a very popular and practical call center software feature.

Management of Business Hours

Customers and potential customers should both be aware of your support teams’ availability. This gives you the opportunity to communicate with customers as gently as possible.

Contact Administration

Any inbound contact center software must have strong contact management capabilities. A fantastic technique to control is to be able to monitor all inquiries and interactions originating from all touch points. To deliver dependable customer support, the optimum inbound contact center software should offer contact management features.

Integration of CRM

The ideal contact center software should be able to interact with your current CRM system, whether it is hosted on-premises or in the cloud.

Previous Interactions

Customer service representatives are the company’s greatest asset; thus they need to be able to keep track of all interactions across all platforms, including SMS, web, chat, and social media.

Tracking of performance and evaluation

The ability of businesses to monitor the services and assistance they are offering to clients is crucial. The perfect contact center software must include a feature that allows you to track and keep tabs on how well your customer care personnel are performing overall.

Analytics and Reports

The perfect contact center software should be able to gather and show all the data in a thorough and useful manner. You must receive crucial data and actionable insights from the contact center, such as call length, call volume, abandoned calls, and wait time in line.

Read: Guide to outbound Contact Center Software Solution