Why Do Businesses Need Call Management Software

• Improve the on-call experience of your customers and the experience of other parties involved.
• Provide real-time updates as well as reminders for missed calls and follow-up tasks.
• Manage inbound calls by prioritising or routing them based on the customer purchase lifecycle and the agent workload.
• Provide businesses with a customised customer experience and maximum efficiency in call handling.
• Route calls are based on in-depth analysis of call volumes, allowing them to better serve their customers' requirements.
• Help you to organise better and manage your business phone calls and strengthen the relationship between the two parties.
• Categorise information generated by phone calls, conversations, and information gathering processes.

1. Auto Conferencing

Audio Conferencing allows businesses to monitor campaigns and agent performance in real-time. This allows supervisors to barge into a call, whisper tips to existing agents, or halt campaigns with unusually high call dropout rates. Because it saves time, it makes agent training and onboarding efficient. It also makes customising and routing simple and quick to implement. Most online telephone systems allow users to participate in audio conferences, but this is often limited by the number of participants and conference bridges.

2. Automatic Call Distribution

Automatic call distribution is the ability to transfer / route calls to the most appropriate agent based on time of day, skills/multi-skills, campaign, and other factors. Some agents may be busy with other leads when a call comes into the call centre. This feature ensures that a call is routed to the first available agent.

3. Auto Recording

Auto recording ensures that your call centre team records all incoming and outgoing calls without you having to do anything. The recording of phone calls and SMS messages can help you determine the cumulative performance of an agent over time. Call recordings can provide feedback to individual agents on their calls and can also be used by clients to double-check the information they have provided.

4. SMS tracking

SMS messages, in addition to phone calls, can be lost in transit, and SMS tracking helps you determine which messages should be transformed into automated scripts. Using SMS tracking, you can keep track of all text messages sent and received by your agents. Leads and customers can be sent automated messages such as, "I called, but you were busy," if they could not pick up the phone.

5. Interactive Voice Response (IVR)

When a customer calls an insurance call centre, the Interactive Voice Response (IVR) system will be the first point of contact they have with the company. An automated call classification feature allows the customer to self-serve themselves. Beyond the IVR, your call centre management software must allow you to transfer calls and forward leads so that your call centre agents can be proactive. Above all, the Interactive Voice Response (IVR) allows businesses to provide their customers with a customised service.

6. Advanced Speech Recognition

When used in conjunction with interactive voice response systems, advanced speech recognition improves the customer experience. Chatbots are powered by artificial intelligence and can provide customers with a natural and human-like conversation. Any phone system will include the bare minimum of auto-attendant functionality. However, a multi-tiered auto-attendant system can provide advanced features like customised caller greetings and the ability to route a call to multiple numbers.

7. CRM Integration

CRM integration with the call management system allows you to store your customer information in a single location. With CRM Integration, your agents can be proactive even when calling leads since they can transfer and forward calls, see all of their callers, prioritise according to importance. Your call centre agents can sometimes double as sales representatives because the CRM or lead management software shows them all the information they need about the leads.

8. Call Analytics

Call Analytics allows businesses to understand the efficiency of their business calls by using real-time data. A 360-degree deep dive into system-generated call reports is a fantastic resource for determining insightful next steps. Using information from a comprehensive performance report, it is possible to learn about general issues within the call centre team and make data-driven decisions.

Apart from these prominent features, your software should also include the following features to comprehensively address your requirements.

• Call tracking and monitoring ensure that each agent properly answers customers' calls and follows up with them on a timely basis.
• Basic voicemail functionality is available in almost all contact centre software and allows for customisation, such as automated transcription features.
• Seamless integration with email, text messages, and social media.
• Creation of transcripts of conversations and emails for quality control and customer engagement purposes.
• Live call transfer allows agents to transfer customers without disconnecting the call. This reduces the customers' waiting time.

• Simplifies making and receiving calls on cellular devices daily, thereby increasing productivity while saving money.
• Enables agents to attend all calls, thereby significantly reducing lost or abandoned calls and loss of customers.
• Enables business owners to manage staffing levels, improve agent efficiency and productivity to ensure customer satisfaction.

• Enables customers to receive better service as the agent has access to information about the customer's previous interactions.
• Makes it possible to assess employees' performance, identify training needs, and implement cost-cutting measures.
• Enables managers to listen in on calls and use this information to inform training sessions and team meetings.