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Find the right call center management software

Today we want to present you the characteristics (some of them; not all of them are mentioned but the main ones) that every call center manager should look at when looking for a management software for his call center.

 

Neotel

What should a good call center management system have?

Call center systems are the best solution that exists for companies, especially for those in constant need of communication with their customers. But it is important to pay close attention before contracting with any company lightly, or what in principle was supposed to be an excellent working tool, in the end could end up harming us more than it helps us.

Call recording: Call recording is an excellent way to have a record for internal control with all transcriptions of outgoing and incoming calls in the company. Thanks to this module, the call center administrator is able to analyze and search for faults that are commented within his business in order to improve them, correcting them through the training of call center operators. On the other hand, with the recording of calls our business has a record of recordings, if necessary to resort to them in the future, whether necessary for security reasons, etc..

sistema call center

Monitoring: Monitoring can be one of the most important features of the call center. With so many workers and so many customers you need a useful tool to control the monitoring of calls. With monitoring, the features of Spy & Whisper come into play. Through it the manager can contact in real time with their agents while they are talking to a customer. This is very useful when you need to explain something to the agent, transmit information, train him in real time, tell him to say something specific to the client he is talking to, … All this, while the operator of the call center is in the conversation on the phone with the person who has called us.

What are you supposed to do?

As you can see, all these features that Neotel attaches to the availability of its call center customers are very useful. Neotel also offers many other qualities not described in this article. From here we invite you to browse our website and learn more about our solutions for businesses and call centers. What are you waiting for?

What are the essential elements in Call Center Technology?

Let’s discuss a little more about technologies in call centers:

Call Center Technology – Where is your business?

Call center technology evolves day by day. Whether you are starting from 0 or on the contrary you already have your call center constituted, but with shortcomings at the level of professional software and what you need is to fill these gaps by adapting their tools and software, when looking for a company that offers call center systems and software for call centers is very important to make a preliminary study, in this case the client who wants to hire, and ask yourself questions such as «where do I want to get», «what are my goals?

Reports and Analysis in real time:

Not all software for call centers in the market give real time information to the user who manages it, with truthful data and / or graphics. Neotel call center tools integrate all this and much more. Because in Neotel we know that for a call center it is not enough just not to have the best software to work with, no matter how effective it is in terms of performing the task for which it has been designed. In addition, at Neotel we know that call center software users want access to detailed reports where they can analyze everything about their work.

 

ivr

Inteligencia Artificial:

AI can be used to improve the customer’s user experience.

Self-service:

Today’s customers don’t seek help for their problems. They themselves want to solve them without external dependence. With systems like ivr, customers can solve their doubts by clarifying them without having to depend on anyone else.

People don’t like to wait. With the ivr option, pressing a button the client can clarify his query quickly.

 

call center software

Predictive dialer:

A predictive dialer system is used to automate the action of making outgoing calls to a list of numbers previously loaded into the system. The predictive dialing system is capable of calculating which agent is going to be available to answer the call once it is able to connect to one of the recipient telephones.

CRM (Customer Relationship Management):

sistema call center

With a call center your staff will come into contact with a large number of people. Managing them effectively with a contact management program is a very effective way to do this. Every day it will be necessary to access customer data and with a crm program we would be using the most advanced customer management technology available today.