Must-Have Call Center Software for Rapid Business Growth

Posted by Erric Ravi on May 7th, 2019

Since 2015, the volume of calls to the customer service teams has dropped rapidly. It is because executives fail to make contextual conversations with the customer, or do not understand what the outstanding query is about. To avoid such mishappenings, companies should rely on a tool that is a one-stop solution to all what a company needs.

Ameyo Omni a complete call center solution that has the capability of omnichannel support, secure on-boarding of customer data, generating insights, and many more. The solution is trusted by 2000+ customers worldwide. Here are some features one can explore with this tool.

Reporting and Dashboard Management

The tool helps in tracking real-time performance by generating reports and user interactions. It helps in real time agent monitoring. It helps them get consolidated reports about call summary, agent summary, and customer summary. The tool can store and synthesize information based on data gathered in the system. It can then generate a report to get valuable insights from customer service integrations. The reports can be customized as per the operational metrics to create insightful data having a visual representation. This makes it simpler to identify the overall performance and the gaps if any.

Quality Monitoring

The first step to a successful workplace is to ensure that the employees understand the value of ‘self.’ With the help of self-monitoring, the agents can analyze their activities, performance and take the right step to improve if the targets are not met. The analytics include average handling time, the number of calls attended and converted. The voice logger component can record every interaction happening through the call center software. It gives the managers the advantage to the users to manage data for quality and performance assessment. The managers can use call snooping feature with which they can monitor agents by listening to the calls.

Ameyo call center solution also offers a Wall Board that gives instant access to the key metrics of employee performance and improve customer care, agent motivation, and customer retention. To enhance the customer experience to a higher level, the call whispering feature helps the managers to step up the conversations. For situations where it is required to handle interactions better, they can assist the agents by prompting them for better communications without hampering customer experience.

Inbound, Outbound and Blended Process Handling

The highly customizable IVR of callcenter software is a boon to the workplace. It is because the managers can lay routing algorithms as per the basis of customer queries. The ACDs (Automatic Call Distributors) intelligently routes incoming calls to the right department or the person with the right expertise. Whereas for an outgoing call, auto dialer automates the dialing process. This process ensures that only contextual conversation is made with the customer.

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Erric Ravi

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Erric Ravi
Joined: February 7th, 2018
Articles Posted: 29

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