Call Center Software Features in Bangladesh

An excessive number of telephones are ringing persistently. Call center agents sitting before their workstation, getting back to back calls. Other calls queuing up. Furthermore agents appear to be talking breathlessly.

A typical call center scene, isn’t it?

In any case, what happens when call center agents can't deal with such countless calls without a moment's delay, in spite of every one of their endeavors?

Customers become furious for making them stand by, and agents continue to apologize. Disappointed customers compromise them to give unfortunate reviews and end the service.

At last, both the agents and the customers end the call with dissatisfaction.

How and for what reason did things go wrong?

No one was to blame. It was the software system that made the confusion. Unseemly call routing, missed customer calls, delayed waiting time, and absence of complete customer data are a portion of the many reasons that angered customers. The call center software solution was very incondite and poor.

The genuine challenge looked by call centers is to keep activities smoothed out and make the most common way of taking care of calls proficient and smooth; to such an extent that neither the agents nor the customers wind up becoming irate.

In this way, prior to setting up a call center in Bangladesh, you should guarantee that the call center software in Bangladesh you will introduce includes these fundamental call center software features recorded underneath.

Interactive Voice Response (IVR)

 

An Interactive Voice Response is the initial voice customers hear when they call you. IVR assists you with picking your customer calls immediately and be accessible 24x7. It interacts with your customers through DTMF keypad tones and gives your callers tailored response. At the end of the day, an IVR goes about as a virtual assistant. It assists you to address your caller with a customized welcome message, and convey to your callers in their native language.

You can likewise pass messages on through IVR assuming there is a long call queue, or there is an issue that should be settled in light of which the customer could need to stand by. During occasions also assuming a customer calls simply pass on through the IVR welcoming that you will reach them up after the holiday period. It helps in giving a rich calling experience to your customers. At last, as a result of cutting edge technology based calling services, your customers will begin giving you pats on the back for flawless help.

Additionally, your customers can help themselves as well in the event that an issue needn't bother with the help of an agent. According to the insights, 40% of customers favor call centers that give IVR to work on customer support. So it is absolutely impossible that that you can avoid advanced IVR solution with regard to the image with regards to your call center.

Automatic Call Distribution (ACD)

Automatic call distribution guarantees calls are consequently directed to the right agent accordingly lessening the waiting time duration of customers. It is an essential of each call center as it helps in the precise treatment of customer calls. Whenever you set up a call center software solution, you can without much of a stretch tweak the succession or rules of routing customer calls. Later on, you can adjust it too relying on the call volume or customer prerequisites. A couple of manners by which calls can be routed are, performance-based routing, location-based routing, routing calls to the idle system, least occupied routing, and so forth.

Skill Based Routing

Automatic call distribution guarantees calls are consequently directed to the right agent accordingly lessening the waiting time duration of customers. It is an essential of each call center as it helps in the precise treatment of customer calls. Whenever you set up a call center software solution, you can without much of a stretch tweak the succession or rules of routing customer calls. Later on, you can adjust it too relying on the call volume or customer prerequisites. A couple of manners by which calls can be routed are, performance-based routing, location-based routing, routing calls to the idle system, least occupied routing, and so forth.

Routing calls in light of the range of abilities of the call center agents is expertise or skill based routing. To work with this, agents are sorted in light of different abilities as like- skill, language, location, campaign or others. IVR communicates with the callers to know their questions or queries. Then, at that point, as per the information given by the caller on the IVR menu, IVR routes the call to the top agents who satisfies the necessities of the caller.

At the point when the calls are directed to the right call center agents with the right range of skill, customer issues are settled rapidly, which raises customer loyalty.

Call Recording

The call recording feature records generally your inbound and outbound calls. It is an unquestionable requirement to screen the call quality as it empowers you to hear your agents from a good ways. Call recording assists you with preparing new agents and set a benchmark for call quality level. Likewise, assuming that any conflict emerges between a customer and an agent, call recording can assist you with settling the issue effectively while additionally serving concrete evidence.

Call Tracking and Monitoring

Call tracking monitors generally your business calls 24x7. Dealing with a call center while keeping both the agent and the customer cheerful is an intense job. However, innovation has now made it simple. With the assistance of the call tracking and monitoring feature, you can follow assuming every one of the calls are being answered, and screen the achievement of every individual call center agent. Presently, agents are not compelled. They simply realize that they are being monitored, and they'll play out their best.

With our call tracking and monitoring feature, you can perform quality control on calls. You can hear the call records and put marks on it based on quality criteria. Our application can show you whether the call is checked by hearing the call or without hearing it. Our system has live call hearing feature which is rare in call center software features in Bangladesh.

Live Call Transfer and Call Conference

This feature empowers agents to transfer calls to another agent or supervisor, without ending the call. Suppose, assuming a call center agent can't tackle an issue, he can transfer the call to his senior or somebody from one more division without disconnecting the customer's call. This will assist with lessening the holding up time of the customer as well as improve the customer experience.

With our call conference feature, call center agent can create a conference call with the customer in line and other required personnel if required. Agent does not need to hang up the call for it.

Customer Relationship Management (CRM)

Our iCRM is one of the best call center CRM software solutions in Bangladesh that can integrate with any other CRM system in the world. It can give call center agents with a 360 degree view of the callers. It can assist agents to ensure a personalized customer experience. When a caller calls you on your call center number, a pop-up screen will come in front of the agent. Agent can see all necessary customer information on that pop-up screen. Call center agent can see caller name, number, call logs, ticket status, previous cases, call type, call category, notes and more. Moreover this CRM system is customizable according to the customer needs. This CRM pop-up feature will assist call center agents become more organized, productive and compelling.

Analytical Reports

Analytical reports show call volume based on hour, day, month, drop calls and call received, traffic coming from various areas, new and returning customers, and other significant statistics. Insightful reports are huge while settling on staffing choices, preparing call center agent schedule, and assessing the KPI of individual agents, teams, and the call center all in all.

Outbound Call Feature

The world is getting quicker step by step. You can move money with a single click, purchase anything you need without going out, and so forth. On the off chance that we have our phones in our grasp, we have the whole world readily available. At this point, making an outbound call manually by dialing the phone number is not effective at all. Further develop your call center's working and efficiency of your call center agents by getting outbound call software solutions for your business.

It won't just deal with your agent's monotonous work but also improve their efficiency by their on call duration. Besides, it will work with you in running a top-quality outbound call center.

Our call center software has the predictive dialer feature. A predictive dialer is a sort of automatic dialer that spots calls even before the agents become available. It's intended to expand agent’s effectiveness by calling however many leads as could be expected under the circumstances.

This system rapidly continues on to the following lead after an unanswered call. Calls answered, then again, are immediately routed to the following available call center agent. This ensures more useful talk time, guaranteeing further developed efficiency for the call center.

Ticket Complaint Management System (CMS)

Complaint management is the method involved with taking care of, making due, reacting to, and revealing customer complaints. This interaction requires a smoothed out approach and steady observing to guarantee quicker goals.

These days, customers approach you from all over the place, so you really want complaint management application with multichannel abilities to react faster to their inquiries. iTicket gathers all call center tickets from various channels and sorts out them under one tab, to assist call center agents with reacting to every one of them. These channels may include- inbound call, email, social media, live chat, web form etc.

Whenever a customer presents a complaint, it should be directed to the right division or individual. While this interaction should be possible manually, it builds the possibility of delays. Automate this interaction with your complaints management application assisting your team members with settling each issue quicker.

There are two types of ticket or complaint distribution system available. They are- Round Robin and Specific Automation.

Round Robin is the most straightforward type of an automated ticket allocation. It circulates tickets equitably to every one of your call center agent in view of the breaking point that you set. With insignificant intercession and no time squandered, Round Robin guarantees that no ticket inside the complaint management framework goes unassigned.

You can likewise guarantee that particular sorts of tickets are taken care of by specific call center agents in your team. For example, you can set up a standard to appoint tickets from channels like web-based media just to the same media specialists, so customers get the best arrangements in the briefest conceivable time.

Incorporating your other applications, similar to project the executives applications, CRM, and schedules with your complaint management application provides you with a combined perspective on your customer data that sounds dispersed, truly. This assists call center agents with focusing on issues in view of the customer's status and notes across offices to determine issues quicker.

Workforce Management (WFM)

At its generally essential, work force management is the cycle call centers use to guarantee that they have the perfect individuals and ranges of abilities accessible to effectively deal with customer communications on time and at an insignificant expense for the association. Call centers regularly utilize a measurement called "service level - SLA" as the base for their work force management. This is an objective set by the organization laying out how rapidly they need to answer to customer needs and resolve them. Call centers base their service levels on wanted cost efficiencies and assumptions for the customer experience.

The basic feature of call center WFM includes forecasting, scheduling and managing. Important values can be served by using WFM application include- compatible customer experience, call center agents task engagement and satisfaction, operational effectiveness, financial savings and more.

Committed work force management application offers a critical overhaul over obsolete, wasteful bookkeeping spreadsheet processes. As call centers answer to rising tensions and new requests, they are searching for better approaches to get more out of their call center representatives, while likewise accomplishing better outcomes. Across the call center, WFM can further develop plan advancement, increment call center agent commitment, smooth out agent work processes and smooth out reporting to all the more likely adjust the call base on both of these targets. Following benefits can be achieved from a call center workforce management software- high accuracy in forecasting and scheduling, spent less time in managing the call center, better insight into call center kpis, simpler reporting and analytics and many more.

A call center needs well-spoken call center agents, yet additionally proficient call center software solutions to assist them. An effective call center software system wouldn't just limit their endeavors yet in addition support their usefulness and execution.

Anyway, would you say you are empowering your call center agents to play out their best?

Are you going to depend on typical call management solution like PBX or IP telephony?

Or, are you going to implement an advanced and smart call center solutions like iContact which has the most latest call center technology and all the versatile call center software features that can help you increase your customer satisfaction by ensuring efficient, cost effective and uninterrupted service.

The decision is yours to make!