What Are Must Have Features in Inbound Call Centers?

Posted by Jay on March 18th, 2021

Unlike earlier, when a call center solution used to offer specific features only like auto dialing, nowadays, call center solutions offer hybrid features. Therefore, the selection process needs to be more rigorous. 

There are many call centers across the globe and often they work on specific nature of business. Therefore, they use more of relevant features. For example, a collection agency will use a predictive dialer, preview dialer, and similar features to run debt collection campaigns. On the other hand, customer care centers use call routing rules majorly. Therefore, it is necessary to find and use the call center solution, which has all the required features depending on the major use.

In this article, I will share details of features one needs in inbound call centers. 

What is an inbound call center?

A call center that runs more inbound campaigns is called an inbound call center. The inbound centers need inbound call center solutions. However, nowadays, call center solutions come with common features. Therefore, inbound call centers need to focus more on getting a software system, which has more features to empower inbound campaigns.

Here are some of the must have inbound call center solution features.

1. Sticky agent

All call center solutions offer multiple call routing strategies to empower inbound campaigns. Depending on the provider and package, it may have some call routing rules and some might be missing. You need to make sure your software has a sticky agent feature. This feature makes sure that every time a customer calls, he gets connected to the same agent. It helps in improving customer satisfaction where the customer relationship needs to be strengthened.

2. Skill based call routing

It is another call routing strategy. It assures that each call gets connected to the most skilled agent in the group. This assures that the customer or a prospect receives the resolution within minimum call duration and call hold time. This also increases customer satisfaction. 

3. Most idle agent call routing

Another call routing strategy, which is a must-have in the inbound call centers is the most idle agent call routing. In this case, the call center solution routes the call to the agent who has been idle for a long. This feature makes sure that each agent receives equal work and each works productively. 

4. Priority call queue

Similar to call routing strategies, call queues are also necessary. The IVR (Interactive Voice Response) feature of the call center software needs to put all calls to the right call queue. It means your dialer must have multiple call queues. One of the call queues supported by your software is the priority call queue. It puts all the important customers into the priority queue. The customers who are long term customers or have been paying high are examples of priority customers. The priority queue makes sure they get special treatment by getting attended quickly.

5. Callback

Sometimes, the call waiting time is quite high in the call centers because of different reasons. In this case, it is necessary to give the option to select a callback from the call center. Instead of waiting in the call center, customers can choose to get a callback from the company.

These are the must have features in your inbound call center solution to empower your inbound call center. If you don’t have them, then make sure to get all of these features or a call center solution that offers all these important features.