ChaseData Call Center Software Blog

A Guide to Using Call Center Software to Improve Contact Center Efficiency

Posted by Ahmed Macklai on May 22, 2018 7:30:00 AM

Contact Center Efficiency

The essential differences between a traditional call center and one that uses call center software to deploy a campaign are speed, intuitive user interface and reduced integration time. Speed is achieved through cloud-based technology, putting information at the agent’s fingertips about a lead, whether it’s an inbound or outbound call. The intuitive user interface with today’s modern software means it’s a point, click and learn scenario, with additional training at the behest of the business. Reduced integration times means the difference between switching over to a system that takes days to do versus software which can take a matter of hours to load your data. Here a few other key reasons why software is the key to contact center efficiency.

The Basics of Software That Refines Contact Center Efficiency

There are a few key features to cloud-based call center software that makes it the most efficient way to manage your client campaigns. The way software works varies by the type of calls you’re making, though it’s totally compatible with blended call centers. Here are the basics:

  • Outbound calls use predictive dialing to eliminate wasted agent time by cutting out full voicemail boxes, bad numbers, or other dropped leads.
  • Inbound calls are managed by routing callers to the correct agent immediately, rather than requiring someone to go through a series of transfers.
  • Blended calls where the agent is taking and making calls is traditionally challenged most by not having easy access to lead history, which is eliminated with call center software.

Gauging Quality by Customer Response

There are many quality monitoring options in call centers, from call monitoring of randomly selected agents to periodic performance reviews. However, you also need hard analytics to truly see the bigger picture of how your call center is performing as a whole. Call center software can break down your KPI (Key Performance Indicators) via customized reports that are accessible in real-time. Evaluating KPI reports on a regular basis is also essential if you’re a busy call center with agents working on different campaigns. For example, you’ll be dealing with a variety of different demographics in a call center depending on the calling campaign you’re working on. Being able to obtain that KPI quickly and evaluate where you need to tweak your approach to contacts is essential, especially at the beginning of a campaign.

Customizable to Size and Call Center Type

With call center software, you don’t need to worry about whether you’re running an inbound, outbound or blended operation. Using cloud-based software is all about scalability and customization as long as you’re working with a flexible team that’s committed to your individual needs. The truth about call centers is that it’s never a case of one size fits all. Businesses come in all different sizes and industries, and in an age where the entrepreneurial spirit is strongest, it’s no longer just the Fortune 500 big boys that are capable of running or contracting a call center team. Software means that whether your business is a team of 20 or 2,000, this is a scalable system. Another benefit of using software is that it’s possible to keep up with the ever-evolving trends in call center technology by adding updates and tweaks at the same pace as changes arise in the call center sector.

Contact Center Efficiency

Thorough Training for Effective Deployment

The central component of effective training is marrying stellar software with effective deployment. It’s wise to think about call center training in two different ways to inspire the best performance out of your agents. The first is using a software that’s specifically designed to be intuitive and user-friendly, with a point, click and learn philosophy. The most cutting-edge call center software is designed and implemented with this philosophy in mind. In theory, using this software should be easy and intuitive enough for any agent to understand that they can sit down and just use it.

There are a few things to consider when you’re devising an in-house training strategy. While call center software is designed to be user-friendly and easy to learn, different worker demographics means that there are also different ways to effectively convey information. For example, Business 2 Community points out that Millennials retain information better if it’s presented using graphs, charts and infographics. At the other end of the spectrum, you may have older call center representatives who aren’t quite as tech-savvy but are open to learning. For this group, hands-on demonstrations are usually the way to go, since learning by doing is easier if tech in the abstract is difficult to conceptualize. In order to deploy your software in the contact center efficiency and increase productivity, it all starts with carefully planned and implemented training.

The Meaning of Cloud-based Software Setup

The beauty of using a cloud-based technology is that moving your data over to the new system is a snap. There’s no labor-intensive data entry process or lost favorite apps when you’re switching your call center over to cloud-based software. Data is simply plugged into the new system via the cloud, eliminating the need for processes that can traditionally drag on for weeks and also allow for errors. The reason so many call center managers are pleased with software is that it speeds up all processes, whether it’s data conversion into a new system to how quickly center agents can retrieve information to make every call a productive interaction. Not only that, but the resulting KPIs are easy to obtain and agent progress can be monitored in real time. This is what the cloud is all about.

The biggest advantage to call center software is the fact that it’s fast, efficient and scalable regardless of your business size. Contact center efficiency is all about connecting excellent customer service representatives to the customers, but you need a solid foundation for your reps to build on. Software pushes technical difficulty to the background, allowing call center representatives to focus on building their customer service skills rather than worrying about bringing up the right screen or retaining historical data. Integrated cloud-based software simplifies this process with an intuitive, user-friendly interface.



Topics: Call Center Software, Call Center Operations