When talking about finding a ‘’solution’’ for your Inbound Call Center, what we really mean is ‘’How to find and select the best software that will work perfectly for your Inbound Call Center and your business’’.
Your Inbound Call Center Solution is something extremely important as your whole business will depend on it. The last thing you would like it to happen is that your software fails and causes inconveniences and monetary losses to your business operation.
Here are a couple of factors to take into consideration when trying to select the correct Inbound Call Center Solution for your business:
Automatic Call Distribution (ACD)
ACD is the first thing you need to look at when selecting the best Inbound Call Center Solution for your business, as this will allow you to distribute calls, SMS, emails, and social media messages to the correct agents.
What ACD does is that it matches the customers’ needs to the agent’s skills, which basically means your agents will be productive and efficient, as each agent will be directed to a customer because they have the most relevant skills needed to help the client.
Efficiency of the agents
For your agents to be efficient, they need to have the best and most updated Inbound Call Center Solution, as this will allow them to do all the necessary tasks in a couple of seconds and clicks away.
Keep in mind that the goal for any Call Center is to spend the least time possible on a call, so your agents will rely on the software you provide to reduce the amount of time on a call.
Collaboration is important
Do revise if it’s possible to collaborate on your agents’ calls with the customers, as this will allow you to have call conferences, call transfers, voicemails, agent-to-agent calling, and most importantly, the opportunity to have the supervisor of the Call Center just a call away if necessary.
Some solutions offer diverse methods of doing this, either by allowing the supervisor to ‘’call whisper’’ a call, or to only ‘’snoop’’, this is a very important function that your solution must-have if you want to resolve a problem while providing optimal customer service.
Tracking your team
When choosing the best solution for your Inbound Call Center Service, it is imperative you find one with a Team Performance Tracking system, that will allow you to assess the metrics that have been included in the solution.
The software will show you all your staff’s relevant data in terms of waiting time, calls in queue, unanswered calls, abandonment time, live calls, etc.
The beauty of today’s Inbound Call Center is that agents are not limited to work at the office. In fact, they could be working from all around the globe, if they have a computer and a stable internet connection.
When you look at your possible Inbound Call Center Solution, make sure this accessibility is offered to you, as it will enable your agents to work efficiently while having a flexible job – and who wouldn’t love to work under those conditions?