Your clients will be able to contact you through local or international landline numbers, regardless of whether they are new or existing numbers. They may also call you via Web browser or using our App.
...with an ACD cloud service...
Your Call Center will be managed in the cloud, combining the efficiency of our ACD (Automatic Call Distributor) cloud with the technical innovation of WebRTC (Real Time Communications).
... and with agents located anywhere
The WebRTC will allow agents to get connected however they want, wherever they want. On any IoT device, such as computers, smartphones or tablets, agents will be able to log in from anywhere in the world.
The same business IP phone experience but with WebRTC innovation
Choose how clients have access to your Call Center
With local and international numbers
We can port your existing landline phone number; the number that everyone already knows already and the one you basically use for everything. If you don’t already have a number, we can give you one based on your province or country depending on your business needs. Contact us to check its availability.
Toll free or premium numbers
If you own a toll free number or a premium rate number, we can also port it and use it as the main number of your Call Center. If you don’t, we can also provide you with a new one.
Access your Call Center through an App or Web Browser
Access the Call Center software through an app or web browser. Type the number through the number keypad or or use different action buttons to get quick access to the Call Center services.
An efficient ACD cloud solution
An efficient management of your calls
Thanks to our Cloud Call Center software solution, you will be able to choose the most efficient virtual PBX configuration for your calls. The calls will be automated with IVR (Interactive Voice Response) and will be processed through a caller queue using your customized ACD (Automatic Call Distributor).
IVR (Interactive Voice Response)
Virtual Call Center phone calls will be managed by the IVR (interactive voice response) using a personalized automated greeting or set of options. You will also be able to establish different options based on dates, hours, languages, etc.
Once calls are managed, callers remain in a queue, listening to music while on hold until they are attended. This important feature divides the amount of calls managed by the Call Center Software depending on the incoming traffic, and directs the calls to agents as soon as they are available.
ACD (Automatic Call Distributor)
The ACD (Automatic Call Distributor) categorizes and divides calls depending on the Call Center agents’ skills, priorities and their availability based on the information given during the initial set up configurations.
The Call Center agents can work from anywhere, anytime
Your virtual agents: However they want to, wherever they want
Thanks to the WebRTC technology, agents will be able to log in however they want, whenever they want, wherever they want. It means this technology enables agents to use any device (computer, cell phone or tablet) and work from anywhere in the world. Agents can now work in different countries or simply work from home.
No phones, no installments, no investments
The Call Center agents will not require SIP trunks, IP phones or other equipment. A computer (with headphones and mic), a cell phone, or tablet is all you need for agents to log into the Call Center software.
WebRTC: The new VoIP phone system
WebRTC is an open source software developed by Google that has revolutionized IP phone technology. It’s not just about the fact that you can now get connected on any device, anywhere; it’s also about the HD quality audio in conversations and the reliability of your phone call connections. These features alone showcase the substantial difference of WebRTC to traditional VoIP phone systems.
Make outgoing calls with your Call Center Software
Agents will call showing the main phone number
Thanks to the WebRTC extensions, virtual agents will be able to call from a computer, cell phone (through the app) or even a tablet from the Call Center software’s main phone number. If you have different local or international numbers, it’s also possible to choose which number you want display for each call.
Outgoing calls monitorization
All calls made by agents are monitored. It can record calls, based on control configurations in the Call Center.
With the WebRTC technology, we will able to offer you the best prices to make outgoing calls, not only for local landlines and cell phones but also for international calls.
Find out what we offer for your Call Center
What tools will the supervisor have in order to manage the cloud call center?
App for desktop , cell phone and tablet
The supervisor will have a simple and intuitive interface that will collect the main Call Center software variables in real time.
The Call Center manager will receive call transcriptions of each conversation the agents have on the phone. These transcriptions will also be available in different languages.
Listen to calls
The Call Center manager will have access to listen into all calls in the Call Center while the agent is still speaking to a client.
Activation and deactivation
The supervisor can login and logoff agents based on any other tasks or necessities that may arise
Interaction with agents
The supervisor may have a private chat with agents where they can exchange messages at any time
The Call Center supervisor will be able to “whisper” to agents during the phone conversation. That way, the supervisor will be able to give additional information and assist the agent during any Call Center call without notifying the caller.
The Call Center supervisor may also be included in the conversation, opening a 3-way call: supervisor, agent and caller. This way, the Call Center supervisor will be able to actively participate in the live conversation.
Incoming and outgoing calls will be recorded in the Call Center software. The Call Center supervisor will have direct access to the recorded calls. You can also to begin to record at anytime during the call.
Types of recorded calls
It’s also possible to record specific types of phone calls only. These types of recorded calls may be categorized by different criteria such as the Call Center agent, phone numbers that call more than X amount of times, important clients, etc.
Evaluate your calls
Statistics provides all the information you will need on your Call Center software calls. This includes missed calls, answered calls, calls where the caller hung up too early, agents who answered the most calls, average time on hold, etc.
Decision making is made easier with statistics available in real-time. Call Center supervisors may also export statistical reports as an Excel or Word document.
Any questions or concerns?
Advantages of Our Fonvirtual Call Center Software
Your Call Center software configuration will not require any installation, IP phones or other physical equipment, thanks to WebRTC technology. Agents will be able to login to make and receive calls using any computer, tablet or smartphone you already have.
Your Call Center will efficiently manage and direct your calls thanks to our ACD system, which is made up by call queues, IVR and many other helpful features.
Supervisors and agents alike have access to this simple interface, which includes everything you need for managing a Call Center on either a smartphone, computer or tablet.
Our Call Center software is a combination of what worked well on past VoIP network installations, combined with the innovation of modern technology such as the WebRTC.
Agents can connect to the Call Center from any device and anywhere in the world. The location of the agents, as well as the location of the supervisor, is one of the great benefits offered by WebRTC. There’s no need to stay in one place.
Our Call Center software will allow adjustments the number of agents in your network in order to fit the needs of your business. The more your company grows, the more people can become call center agents.
We provide our own software and other installations to ensure everything is running smoothly. Similar to a backup, you only have the option to call landlines or cellphones from the agents themselves.
With years of previous IP phone experience, we have created a trusted service with virtual phone lines where optimal service experience is provided to all of our clients.
The WebRTC requires much lower data consumption and bandwidth usage compared to traditional VoIP phone calls. Because of this, there is less calls dropped and HD quality sound on calls. Forget having your calls dropped in the middle of a call or hearing static when you lose connectivity.
Cloud Call Center, so you can work however and wherever you want
What other features can be set up for the Call Center Software?
Custom Main Greetings
Our customized main greetings are informative messages that are heard by callers when they first initially call. They help direct the caller by listing different options based on what they’re looking for. If the caller is making the call outside of business hours, the hours of operation will be listed and different options will guide the caller. Full PBX settings always contain at least four greetings.
This is a welcome message that informs the caller about the company they are calling. For example, “You have reached Fonvirtual.” Depending on the PBX setting, this initial message might need a following step. It may need to guide callers through the different alternatives, such as “If you wish to speak with the accounting department, press 1. For HR, press 2.”
As a second option, it is always good to add another message that informs callers when all the current phone lines are busy. This allows the caller to decide whether he or she wants to leave a message or try again later.
For calls made after hours of operation, we recommend including the hours of operation so they know when to call back. For example, “Our customer service hours are from 7 am to 12 pm and from 3 pm until 5 pm.” You may also want to include the option to leave a voicemail message so you can call them back later.
Lastly, it is also recommended to add a message with holiday hours of operations or office closures to specify when the office will reopen. For example, “Our offices will remain closed today due to the holidays and will reopen again next Wednesday.”
Fonvirtual can set main greetings in TTS (text to speech). Customers with Premium and upgraded subscriptions may include their own messages and human-voice recordings. Fonvirtual will then configure them in your PBX settings.
When an incoming call enters the PBX system, you may need to transfer that call to another extension without wanting to end the call. With call transferring, the initial extension can now transfer the call to a different extension and will now be available to answer other calls. The Fonvirtual Call Center offers two types of Call Transfers:
When an incoming call is received, the person who answers it will be able to communicate to other extensions at the same time. That way, they may ask the other person if they are available to answer the call while the caller is placed on hold. The idea is to consult the person who is going to receive the transfer first if they want to accept the call or not. With this feature, you have the choice to either transfer the call to the second line or answer the call now.
This type of call transfer directly routes the call to another extension, without any previous consultation.
For more information about Call Transferring, please send us an email at email@example.com
White lists and black lists
For clients you want to give special treatment to and don’t want them to have to wait on hold, there is the white list. That way, they can skip the whole process and be attended to immediately.
On the contrary, the black list is for callers you don’t want to receive calls from. This may be spam callers, annoying suppliers, prank callers or irritating telemarketers. We recommend putting them on the black list so that their calls will no longer be answered, or you can choose to put them on an endless hold with repetitive music. Regardless, their calls will never be attended.
One of the most useful PBX features is the IVR. This enables the distribution of incoming calls among different departments. That way, the caller is directed to exactly who they’re looking for. For example, the message may sound like this: “If you wish to speak with the accounting department, press 1. For HR, press 2.”
The only thing the caller has to do is press the number that corresponds to what they are calling for. Thanks to IVR, in most cases, we ensure that the call will be answered by the most adequate person first, based on the reason for the call.
There are many ways to divide a particular call. For example, we can direct the call based on department or by language options. For example, “For English, press 1. Para Español, pulse 2,” or by area: “For our New York office, press 1. For our L.A office, press 2.”
Besides it’s many different uses, IVR can also provide a larger company image.
Call queuing is very useful to companies that may have several incoming calls at the same time. Callers may typically have to wait for a few minutes before their call is answered. In order to avoid callers instantly hanging up the phone, the caller will go into a call queue where they may listen to music while they’re on hold until one of the extensions is no longer busy.
Be aware that callers won’t stay on hold forever. However, having a client on hold helps you win some extra time to finish answering other calls. Plus, having callers on hold helps create an exclusive company image by letting clients know that many people are wanting to contact your company and ask about your excellent services.
The supervisor will immediately receive a transcription of the call’s content in an email. The transcription is available for different languages and it provides immediate information to the Call Center Software supervisor.
Call recordings are stored as data that you can access later. It is particularly useful for those who are looking for specific things that were said during a conversation, or for those who would like to keep track of who is calling and why.
Call recordings are only available for 10 days, after that they will be permanently deleted from your account. If you would like to keep a copy, you may download them periodically. You can also extend this limited time period by registering for an additional FTP service.
For more information about call recording and their legal aspects, please send us an email at firstname.lastname@example.org
For moments in which you are unable to answer the call, either because you are unavailable, busy, or because the call is made during after hours, it is crucial to set up a voicemail.
Voicemail gives callers the opportunity to leave a message expressing the reason for their call. With the Fonvirtual voicemail you will immediately receive an email along the lines of “The phone number 64x, xxx, xxxx has tried to contact you at 14:43.” You will also receive a copy of the voicemail message in an .mp3 format attached to the email.
This feature ensures that you that you will never miss a call again.
Filter by Origin
Thanks to this feature you will be able to treat calls differently depending on their origin. For example, if you frequently receive foreign calls, the system will enable you to filter calls coming from France and set up a particular greeting in French for those calls.
The possibility to customize settings based on schedules and calendars is a customer favorite feature. We recommend having at least four different time frames set up for your customer service callers.
The main setting should be during your office hours. For example, this setting could be from Monday to Friday, 9 a.m to 2 p.m, and then from 4 p.m to 7 p.m. Withing this time frame, your incoming calls will enter the system so that they may be answered accordingly.
The second time frame may be the known as “after hours”. Anytime before or after office hours are considered “after hours.” If an incoming call is made during this time frame, callers will hear a list of the correct office hours and are told to leave a voicemail message.
We find it useful to create a message to inform callers during the holiday season that offices are closed. We recommend creating a setting for each particular holiday. For example, on the 4th of July customers may hear: “Due to Independence Day, our offices are closed today and will reopen again tomorrow”
Finally, if the office will remain closed for an extended period of time, it is convenient to inform clients to not call during that time. For example, the message may sound like this: “Due to a scheduled vacation, our offices will remain closed from July 15th until the 30th.”
Professional and personal cell phone numbers may be added from any phone provider as extension. It’s useful being able to identify where a call is originating from, whether it’s from another virtual PBX number in your network or from an outside caller.
If the phone number is coming through a virtual phone number, we can tell in two different ways:
Setting up a mask number: our virtual phone number. This way, independently of who is calling, we will always see the same phone number; ours. It’s like our own PBX virtual network calling us.
Another alternative is to include a mico voice-over that only you will be able to hear. This means the customer won’t hear it when they’re on the call. This option is especially useful if your company has multiple departments, since you will then know which department the caller trying to reach. For example, if you hear “sales” you would respond differently than if you were to hear “Management”. This feature will work the same way if you wanted to direct a call to a specific language, such as answering the phone in either English or Spanish.
All of our clients have access to their data by entering a username and password. By logging in, you will be able to see statistical reports on your call information.
This isn’t just a basic list of incoming calls. Our platform allows you to filter information based on what you’re looking for. With this feature, your search results will generate a report based on all kinds of searchable information, such as specific time frames, call duration, or the origin of each call.
With so many possibilities, your reports will allow you to visualize what areas your company may need to improve on.
For example, if you have an IVR setting, you will be able to see which numbered option is selected the most by your callers, who answers these calls the most or which department has been missing the most calls.
Because of the versatility in data collected through our virtual phone numbers, these statistical reports can be used for launching marketing campaigns or for knowing how many additional virtual numbers should be added to your network in order to grow your business. For more information about our virtual phone numbers, visit the virtual phone number section of our website.
Want to know more?
What is a call center software?
The call center software is a business communication tool that can intelligently manage a high volume of calls and distribute them according to their configuration settings. Incoming calls are managed automatically by the IVR (Interactive Voice Response) system,which processes calls by having them enter a waiting queue. Calls will then be intelligently assigned to each agent thanks to the ACD (Automatic Call Distributor).
What is the difference between a call center software and a virtual PBX?
The main difference is that our call center software combines WebRTC(Real-Time Communication) technology with the ACD cloud (Automatic Call Distributor Cloud), which is responsible for distributing calls to the next available agent depending on their previously assigned skill sets. The ACD works in real-time and allocates calls efficiently. For this reason, call center software is used more frequently in customer service and companies dedicated to managing a large volume of calls in need of a more sophisticated service.
What kind of companies can benefit from a call center software?
E-commerce sites, multinational companies, banks, insurance companies, travel and tourism agencies, emergency hotlines, etc.
Companies benefit from having a call center service because their clients will be able to contact them to resolve any questions or concerns they may have. Because everything can be done virtually, this call center service is significantly less expensive than the traditional call center services since there are no installation fees or phones that need to be purchased.
What happens if the Internet connection is cut off?
In the event of an Internet outage, Fonvirtual offers a backup plan to divert calls to other specific lines so that no calls are missed during the outage.
Where can I use my Call Center Software?
Call center agents are able to work from anywhere using any device connected to the Internet (computers, cell phones, and tablets).
Is it possible to track the activity of the agents?
Yes. The call center software has a supervisor account that will be able to monitor other agent activity in real-time. They can also join-in on calls, check caller statistics, and more.
Will I have reports and statistics of the calls?
Yes. These reports and statistics will show the number of outgoing calls, incoming calls, what time your business receives the largest amount of calls, which option menu key is pressed the most, etc. You can also view your agents activity, such as how many calls are answered per agent, average duration of their calls, time it takes for them to answer a call, which departments lose or receive the most calls, etc. In short, you can view the life of each call made by each agent at any given moment.
How do customers make calls to my Call Center Software?
The Call Center Software uses virtual phone numbers through a virtual PBX phone system. These virtual phone numbers work the same way as a regular phone number, however you can pick up and make calls online. That being said, the caller would just call your virtual phone number the same way as any other phone call. In fact, they will have no way of knowing that you are using an internet phone number. You can also select which area code you will like to use so that customers may see you calling from a particular country, despite your current location.
How many agents can the call center software have?
The call center software can have as many agents as the company needs. There is no minimum or maximum number. The call center will adapt to your company as your company evolves over time.
Where can the agents work from?
Because you are able to access the call center from any internet connected device, agents can work from anywhere: Home, the office, hotels, coffee shops, the street, etc.
What are the technical requirements for a Call Center Software?
The only thing you need to start using the Fonvirtual call center software is a computer, cellphone, or any other device that can connect to a stable internet connection. You can access the call center software by entering your username and password from a web browser or through a free mobile app.
Which web browsers work with WebRTC?
Google Chrome, Mozilla Firefox, Opera (Also iOS and Android)
What are some of the features of a virtual Call Center Software?
Some of our features include:
Greetings : These customized greetings may include Welcome, Busy, Out of Office Hours , etc.
For example: “Welcome to ….”, “You are speaking to …”
Options Menu: Customize your menu options based on what may interest your callers.
For example: “If you would like to speak with the Human Resources Department, press 1. To speak with the Accounting apartment, press 2. For more options, please wait on hold to speak to a service representative”. “If you would like to contact the Madrid office, press 1. To contact the Barcelona office, press 2.”
Waiting lines with music: Choose what kind of music your callers may listen to while they are on hold, plus other information.
For example: Music + “All our operators are busy at the moment. We will attend to you shortly”.
Call Recording: This is useful for managing orders or managing the quality of your customer service.
Call Transfers: Customize who you may transfer calls to and inform them that an incoming call will be transferred.
Internal Calls: Among the different extensions in your business, you can call any internal staff member easily.
Call Statistics: You can analyze your calls through many different reports. You can find information like the amount of calls answered, calls not answered, saturated calls, lost calls, and more.
Caller ID: allows you to know in which department or in what number the call originated.
Voice Mail for moments in which you are unable to answer the call.
Schedules: You can change your configuration settings to inform callers of your office hours, holidays, hours of operations during holidays, or other different occasions.
IVR and ACD systems
Call Transcriptions: While speaking with a customer, you may view or save call transcriptions of the conversation. You may even change the language you want the transcription to pick up, and it will create a written text of everything spoken throughout the conversation.
Listen to Calls: The call center manager to listen in on calls made by any agent while they are still on the phone with the customer or client
Activate / Deactivate agents: The supervisor may login or log off an agent in case they need the agent for a separate task. Both agents and supervisors may change the status of the agent at any given time.
When calls enter the virtual PBX phone system, they will be automated with the IVR, and then will be put on hold before they are intelligently assigned to the most skilled, available agent thanks to the ACD.
What materials do I need to purchase for my Call Center Software?
None! You can use the call center software from your office computer or from your private cellphone. No need to buy any extra equipment. We recommend having noise-canceling headphones with a built-in microphone whenever you receive calls through a computer to reduce outside distractions.
Do I need to download or install anything for my Call Center Software?
No. The best part about Call Center Softwares is that there are no downloads or installations necessary. Your call center software is available through any web browser, or a specific app for your call center. Because of this, you are able to access your call center from any IoT device, such as your cell phone, laptop, or tablet. All of your data is stored in the cloud, meaning you can access your data in real-time. You can access your call center from any location, with any device, as long as you have a stable internet connection.
What is ACD system in a call center?
An ACD (Automatic Call Distributor) is used in call center softwares to categorize and divide calls based on an agents skill set or the priority of the call. The initial set up configurations determine how calls are categorized so that each customer can reach the best available agent to assist them with their needs.
What can a call center supervisor do?
The call center software supervisor can listen to calls from their agents in real-time, and chat with them at the same time. There is also an additional feature called “whisper” that allows supervisors to speak with agents while they are on a call to assist agents. Supervisors can even join the agent’s call with the client by creating a three-way conversation. From the supervisor panel you can also control the activity of your agents by seeing if they are available and their current and previous activity.
What is a call center software?
A Call Center Software is a tool that allows call centers to customize the menu options for incoming calls, and helps redirect calls to the correct agent at any given time. Calls may also be transfered or monitored to provide the best possible customer assistance. With a Call Center Software, call centers are now mobile and agents can be located in any location of the world to take calls, as long as they have a stable internet connection. A Call Center Software can also adapt to the size of the company, and statistics on each call are recorded. You can also integrate different CRM tools such as SalesForce or Zoho.
How does call center software work?
Call Center Softwares store data in a cloud. They are a system that works online, which can be accessed using any web browser or from a specific app. They direct calls to the corresponding agent depending on what menu option the caller selects. Outbound calls can also be made as well. Because it is a software that runs completely through the internet, calls can be made from any location in the world at no extra costs. Call Center Softwares can also be customized to fit the desires of each company that uses the product. In summary, a call center software manages calls and handles customer service interactions.
Do call centers use VoIP?
All call centers use a PBX phone system. The Call Center Software that we offer at Fonvirtual uses a virtual PBX. That being said, our virtual PBX phone system uses VoIP to help businesses and their customers alike communicate through the internet.
What is Cloud Call Center?
A Cloud Call Center allows data from calls to be stored through the internet. Because of this, cloud call centers are a fraction of the costs of a regular call center. No additional hardware is needed when everything is virtual. Servers are stored in the cloud through the internet vs physical servers, which are expensive and require maintenance.
What is BPO in call center?
BPO (Business Process outsourcing) is contracting another outside company for non-core tasks in business. This may often include call centers, but can also include payroll or HR duties. By outsourcing these jobs to other locations, costs are reduced significantly.
What is CRM telephony?
CRM (Customer Relationship Management) telephony is the combination of using a CRM tool with your business telephone network. You can integrate any CRM tool, such as SalesForce, with your Call Center Software. By combining both, marketing departments can then target who is their best client, manage marketing campaigns and see who is the best agent on their team. You can analyze the data by combining both programs.
What is call routing?
Call routing, also known as ACD (Automatic Call Distributor) sends customers to a specific queue or agent based on their question or urgency of their call.
What is the major difference between a call center and a contact center?
Contact center is more concentrated on online chats and email, where a call center is more focused-based on incoming and outgoing phone calls. However, with a Call Center software, features such as instant messaging and chats are still available. You can also create video conferences if you wish.
What is the difference between call center software and virtual PBX?
Virtual PBX is a phone network for businesses that is run entirely through the internet, and data is stored in the cloud. You can make and receive calls within your company or to outside clients and customers. A Call Center Software uses a virtual PBX to make these calls, however, your customization will be geared more towards customer service assistance rather than your regular business telephone network.
What should I look for in a call center software?
When looking for a call center software, you should focus on what main features you’ll need and which are available. We recommend always having the following features:
-ACD (Automatic Call Distributor)
-Routing calls to agents based on their skill set
-Customizable call queues
-Virtual and international phone numbers
-Call recording or transcriptions
How do I set up a call center?
1. Contact Fonvirtual, and tell us all about your business needs and what you’re looking for. We will come up with the best possible business solution for your call center services.
2. Set up your PBX, which is a phone networking system for businesses. At Fonvirtual, we offer the Call Center Software that uses the virtual PBX system. This means everything you do for your call center can be done online.
3. Next, you will need a desktop computer, laptop, tablet or smartphone. Open up your web browser. We recommend Chrome or Mozilla Firefox.
4. Be sure you have a stable internet connection
5. Login to your Call Center Software online. Then, customize how you want calls to be distributed, your main greetings, which phone numbers you want to use, etc.
5. Once everything is customized to your liking, make sure you have headphones with a mic to make calls on a desktop computer. You can also use them on your cell phone or tablet to make calls hands free.
What is considered an abandoned call?
This is a call that ends before the conversation occurs. This typically occurs when a customer has been on hold for too long and hangs up.
What is CRM in a call center?
CRM (Customer Relationship Management) is a separate tool that may be connected to the Call Center Software to collect data and view customer interaction and management. This allows you to visually see your data to see which agents are performing the best, which areas need improvement, etc.
How do I stop call center abandoned calls?
To prevent abandoned calls, we recommend distributing your calls in the most efficient way possible so that customers are on hold for the shortest period of time. Make sure you have agents that can assist with multiple skill sets and questions so that calls are distributed between agents more evenly. You can also create a limit for how long customers are on hold so that they may be directed to leave a voicemail message instead.
How do I set up a call center from home?
To set up a call center from home, you will need a virtual PBX phone system for your business. Then, you will be able to select as many virtual phone numbers as you need. From your call center software, you will be able to customize everything about your virtual PBX phone system, such as the menu options or how calls are directed. Your virtual phone numbers will be able to make calls to regular phones. You can make calls from your computer or cell phone by opening up a web browser and logging in into your account. If you need further assistance, hit “Click to Speak” at the top of our website to speak to a representative, or send us a message through our contact page so we may assist you.
Why do you need a call center?
Whether you are a startup company, a large corporation, or a crisis hotline, call centers are powerful. If you are a business, call centers help assist customers with any questions or concerns they are having. Although this may seem like something small, customers who are not assisted are likely to never come back. The better the assistance, the better loyalty customers will have towards your company. If customers leave positive reviews and recommendations, more people will likely select your company over a competitor.
The most important part of a call center is making sure customers receive the best service, as quickly as possible. With the Call Center Software, agents are more flexible than ever when helping their clients. Automated greetings and menu options give customers more information about the company before they are directed to the corresponding agent automatically. Agents can then focus just on finding solutions for each caller.
This is why call centers are also used for crisis hotlines. When someone has an emergency, call centers will provide them with the help they need as quickly and efficiently as possible. Why not integrate this into your business model?
Are call centers good for CRM?
Call centers are very useful when integrated into a CRM tool. The Call Center Software will pull statistical data on all of your agents and calls. By using a CRM tool, you can view how well your call center is performing based on the information collected.
What software is used in call centers?
Different software is used in different call centers if they are working over the internet. However, at Fonvirtual, we provide the best Call Center Software for your needs. Not only are all of our features customizable, you can adjust your features, extensions, hours of operation, and more depending on your company’s growth at any given time. All of your data is safely stored in the cloud. Calls are encrypted. You don’t have to make just calls, you can also chat and create video conferences with this service. Phone numbers can also be chosen with different area codes other than your own. You can have all of this; all with the lowest prices.
How can we improve our call center environment?
To improve on your call center environment, take a look at how many calls are abandoned or unanswered. Based on this knowledge, you can adjust the maximum amount of time your callers are on hold and tell them to leave a voicemail message. Also, you can redistribute which calls are going to which agent. Also, it is important to hire agents with a variety of skill sets so customers can have any possible question answered. If you have agents located in different time zones, you can also provide a call center service for more hours during the day. This means your global customers can get assistance at any given time. Luckily, with a Call Center Software, the agent can access the call center from any location, as long as they have a stable internet connection.