Call Center Software Features to Simplify Call Center Management

Posted by Mike Hussain on December 18th, 2020

The use of a call center software solution has increased significantly in the past decade. Along with call centers across the globe, worldwide for-profit and nonprofit organizations have also started using this solution.

Usually, this software is used to handle incoming calls of customers to handle their concerns and resolve them to increase customer satisfaction. On the other hand, this software is also used to run cold calling or warm calling campaigns to increase leads and sales. In a nutshell, the general use of a call center solution is to increase leads, convert them, and provide them the required support. The contact center software offers various features to handle these operations. To empower the call centers or businesses using this software, the call center dialer also offers multiple features. Some of these features are dedicated to aid supervisors and help them ensure campaigns are performing well and agents are working productively.

In this article, I will share some of the major features offered by a majority of call center solutions to benefit the supervisors to simplify call center management.

1.   Agent reports

Different software solutions offer different reports, but each of them will show some reports related to agents. These reports will show various KPIs (Key Performance Indicators) related to agents as well as other information. For example, the reports will show average talk time, average call hold time, average call shrinkage, etc. All of this information can help in judging productivity. This further helps in taking further steps to increase productivity.

2. System monitoring in real time

Contact center solutions nowadays offer live monitoring tools. The call centers can review various information and data in real time such as:

•        Number of live calls
•        Number of ready agents
•        Number of live campaigns
•        Data related to system usage
•        And more

This information helps in managing various campaigns and agents for optimal performance and use. On the other hand, this software further helps in monitoring the system and its usage and making the required infrastructural changes to ensure that the system stays up and running and delivers excellent performance.

3. Excellent user management

The modern call center solution offers various features for effective call center management with ease. One of these features is related to user management. The dialer offers different user interfaces to different users of the system. For example, agents will have a different layout than the layouts of the supervisors or admin. This helps in monitoring the working hours and attendance of each employee in the call center or a company using this software. This further helps in better team planning and management.

4. Customer management

If you integrate a CRM solution into the call center software using call center CRM integration, then the customer management will be easier and sleek. However, even if you do not invest in integrations, then also you can manage customers as the call center dialers provide fields to store primary information of clients. It also shows the conclusion of the last call, which further helps in better customer management.