Call Center Software

Greetings are recorded messages that whoever calls the company will listen to and will guide callers throughout the Call Center Software. They are a great way to inform caller where are they calling to, which departments can attended their call, if the call is out of office hours or any other necessary explanation to manage better the calls.  Almost every Call Center Software has four greetings, although there may be greetings of any kind.

Welcoming

It is an initial message to communicate callers which company or Call Center Software they have reached out to. Once the company has been introduced, the caller is usually requested to remain in the call queue or the call goes directly to an IVR. The IVR enables callers to choose which department he or she wants to contact. ( “If you want to contact the Marketing department please press 1, for contacting Accounting please press 2”)

Busy

Messages to inform all lines are busy and giving the caller the option whether to leave a message or to try again later.

Out of office hours

Often companies establish different setups for different time frames. It is usual to include a message informing callers of the hours to contact the company. (“You can reach us from 9 a.m to 2 p.m and from 5 p.m to 7 p.m”). We should also give the possibility to leave a message in our voicemail so we can contact them later.

Holidays

Finally, including messages for the holidays is also very frequent. The message will inform callers when they can contact us again.

Call Center Software incoming calls could be transferred from one agent to another rapidly and easily. This way, the agent who is transferring the call will be available again to answer other calls.

There are two types of call transfer:

Attended transfer:

Prior to the call transfer, the agent who is initially answering this call, asks the other agent if he or she wishes to accept it or not, while the caller remains in a call queue with music on hold. The communication between both agents could be either to check the agent’s availability or whether it is necessary to comment any other eventuality.

Unattended transfer:

The call is directly transferred to another agent with no need of communication or neither asking for permission.

There is the possibility to provide a personal care to special clients. If we wish special clients to avoid the regular Call Center Software services, it is possible to set up a VIP list or a whitelist where we will include the phone numbers we want to give priority to. Numbers on this list will speak directly to an agent, they will not have to wait on a call queue or it is possible to allow them calling even out of hours.

On the contrary, there is the opposite which is the “blacklists”.  These lists are for those calls, that we wish not to answer due to different reasons. These calls could remain at a call queue permanently. This way the call will never be answered, as well as if we set up a notification that all our agents are busy, just for those numbers.

The IVR is one of the main components of the Call Center Software, that allows distributing incoming calls among different departments. Furthermore, it is user-friendly and it is very efficient for call distribution. (“If you wish to speak with the accounting department, press1, Marketing, press 2”)

The person who is calling will be able to choose the option that best suits the reason why she or he called. Once the caller has chosen the department he or she wishes to speak with, the ACD  smart technology will assign the best agent for it depending on previously set skills.

The Call queue with music on hold is the Call Center Software next step to the IVR. Once calls are categorized, it is necessary to size the number of calls the Call Center Software can manage. The call will remain in a call queue with music on hold until there is an agent available, in order to avoid people hanging up the phone.

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 recording will give access to all Call Center Software agents’ conversations. It works for both incoming and outgoing calls. It is particularly useful for the supervisor since it enables finding a specific piece of content in a determined conversation. This tool is fundamental for call managing.

We recommend to include a voice mail, especially for those situations in which call were unattended because agents were busy, or because it was made after work hours or during the holidays.

The voicemail gives the caller the opportunity to leave a voice message and the reason of his or her call. Although, most people will hang up without leaving any message.

The voicemail immediatly inform you via mail when “the number 9xx xxx xxx  has tried to contact you at 16:48″. In case the caller left a message it would be attached in the email as a Mp3 file.

It is a secundary feature that avoids missing calls.

This feature allows treating the call differently depeding on where it is coming from. Besides the smart management, the Call Center Software does when it assigns calls to agents, this filter enables a previous and automatized call management based on some parameters.

For instance, if the company regularly receive international calls, it will be possible to establish a specific set up for calls from France so they would always be assigned to French speaker agents.

Establishing different set ups depeding on the calendar and the schedule is very useful. Most common times frames are these four:

Work hours

The Call Center Software service will have a main set up that will remain active during work hours. It means, incoming calls will enter the system as usual. For instance, Monday to Friday from 8 a.m to 3 p.m and from 5 a.m to 7 p.m.

Out of work hours

The second time frame would be “out of work hours”. This time-space reffers to those hours that are not part of our work hours, including Saturdays and Sundays. Incoming calls received during this time frame will listen to a recorded message informing callers about what are the hours and the days when they can contact us, and giving them the possibility to leave a message in the voicemail.

Holidays

We recommend to create a specific set up for local and national holidays. For example, January 1st callers will listen to a message similar to this one “Due to federal holidays for new year’s eve, our stores will remain closed today”.

Vacation

Finally, for those vacation periods in which the company remains closed, callers will be informed about when they can contact us again. “We will remain closed till August 31st due to summer vacation”.

Identify where are calls coming from is always an useful tool to help agents with their performance. Let’s imagine an agent who answers calls from two different call queues, Sales and PR.

The agent will know from which call queue is the call coming from thanks to a short message that only the agent will hear when he or she picks up the phone. This message will say either “Sales” or “PR” so this way the agent will know what kind of assistance has to give. It is particularly useful gor those who receive calls from different departments but also for those agents who receive calls in different languages. Thanks to this feature agents will know in which language they have to answer the call.

The supervisors will have access to the Call Center Software platform with their username and password, where they will be able to see different reports of call statistics.

It is not just a simple list of incoming calls. Out platform enables using filters to create different reports depending on the data you want to obtain. You will be able to obtain reports that include the period of time, days or months, in which

There are endless possibilities, you will soon see by yourself that the statistics instrument provides a great amount of information about how are Call Center Software calls managed, what is the performance of agents, and what the weaknesses and strengths are.

Although it is possible to create any parameter related to incoming calls, we can highlight the following:

• Missing calls
• Incoming calls
• Overflow calls
• Saturated calls
• Waiting times
• Average conversational times
• Level of service
• Call distribution among call queue