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Wednesday, October 15, 2008

software Call centre

One of the Great technology Software for Call centre#

Call centre software system such as automating processes which is Depending upon the complexity of tasks and the magnitude of the enquiry turnover, there are several types of call centre software systems such as telephone call routing software, predictive diallers and call centre control software etc. available in the market place.

Call centre software solutions with advanced ACD features can also pick and choose the most appropriate agent for a particular caller based on their past calling history, complexity of problem, agents skill etc. This helps with customers getting the right service in good time.

Computer Telephony Integration (CTI)
The most frustrating experience for any customer is to call a call centre for the nth time and have to repeat all their details over and over again. Computer telephony integration features stop this kind of situation arising.

Which is the effectiveness of this feature that computer telephony integration has become a default feature for any call centre software solutions. Advanced versions boast of soft phone functionality (use of computer to control calls) and predictive dialler capabilities (an agent is connected only when a live person answers the automatically placed call).

Interactive Voice Response (IVR)
Few callers have queries that can be solved by just accessing a database without engaging an agent. An Interactive voice response feature interacts with customers and leads them to a solution through a set of predetermined questions. It is a very important feature, and can be an expensive add on, so do enquire about its availability with your chosen package!

Apart from above mentioned ‘must have’ features, call centre software solutions generally have some other features like workforce management for real time monitoring, call blending for switching agents between handling inbound calls and outbound calls, and multimedia handling for simultaneously handling of queries over different communication channels such as email, web, fax, chat and phone calls!

Since call centres need to have real time interaction with customers, keeping check of agent performance so as to maintain and improve the quality of customer service, is of critical importance. Call centre software systems perform this task very efficiently by providing real time reports to managers. Performance reports over time can also be produced.

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