Impress your clients by delivering customer experience using our innovative inbound Call Center software in Kenya. When integrated with Interactive Voice Response system, the callers will be presented prompts that shorten the waiting time. Also, to enable concurrent calls, this call center solution will be integrated onto the VoIP trunk. The VoIP trunk will provide multiple calling channels to enable concurrent calling.
Key features of call center software
- Inbound call distribution
- Interactive voice response (IVR)
- Intelligent call queue manager
- Music on hold, Call waiting and call transfer
- Post call surveys
- Automatic dialer for outbound calls
- Call monitoring and call recording
- Wallboard panel with performance statistics
The call center system is an advanced IP telephony infrastructure that coordinates incoming calls through an intelligent queuing system. And the system also handles outgoing calls placed by call agents from a click to call web interface. The full capability of the call center can be unlocked with the integration to a toll free line. The IP PBX expertly handles all call queues without dropping a single call. This leads to increased productivity from the sales department even as the customers enjoy improved service delivery.
In any case, installing a call center will lead to faster and accurate call routing. No time wasted in the queues trying to locate the right extension group. Most importantly, the system enhances caller experience, that is, both the agent and the customer.
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Call queue management
With increased innovation in the telecommunications industry, call center solutions have become less complex to install and manage. Additionally, office telephony solutions have become increasingly affordable to small and medium-sized companies. At Forty Servers, we provide affordable call center management packages depending on the call handling capabilities required by an organization.
- Do you want to decrease the number of calls being abandoned in the queue?
- Are you looking for ways for improving your caller’s experience?
- How about improving the performance of your agents?
We have a solution for all these and much more.
Key call center system features
Click to Call
Customer contact information is majorly captured in a Customer Relationship Management (CRM) system. When integrated with CRM, the call center system allows agents to make calls directly from the CRM page. This brings about the much-needed efficiency as the call agent saves time that would have been spent typing the telephone number on a separate dialer.
Softphone
The VoIP infrastructure that runs the call center software has made it easy to integrated unified communications (UC) applications into the system. These UC applications are the softphones that can be installed in a Windows or MAC computer. The same softphone can be installed on Android or iOS smartphones. The softphones will enable call agents to use computers and mobile phones as office telephone extensions. Softphone application can be used whether at work in the office or at home working remotely.
Automatic Call Distribution
An organization that receives a very high number of calls will definitely benefit from an inbuilt feature that intelligently distributes calls among agents. The criteria for intelligent call distribution can be based on agent availability or appropriate department. Therefore, the system will automatically direct the caller to the right queue to facilitate quick service delivery.
Affordability and cost effectiveness
VoIP phone systems have been designed in a modular architecture. This means the customer only pays for the features needed by the business. Hence, GSM modules, VoIP Trunk module and extension expansion module can be acquired separately. The IP PBX can be very expensive to a small business if all the modules are fitted at time purchase. However, acquiring each module separately can significantly reduce the cost of purchase making the system affordable to many customers.
Improved Call quality
The analog phones used to provide poor quality voice calls due to signal loss during transmission. With VoIP calling, both voice and video calling are of good quality. VoIP gateways have been instrumental in ensuring that the signal transmitted, whether audio or video, is not lost during transmission. Hence, the call center rely on VoIP trunks for calling.
see; biometric access control systems
Call Recording
The customer has the option of recording calls for various reasons. All recorded calls are stored inside the PBX system. And an automatic memory overwrite ensures that older recordings are erased to create room for the new recordings. Be that as it may, the call recording feature can really help in improving agent performance. The supervisor can listen to the recorded calls and train the agents on efficient customer handling skills.
The Wallboard
Through the wallboard, managers now have a platform for real-time monitoring of events. The supervisor can monitor call queues and even correct a situation when need be. Also, the manager can view the status of a call agent, the queue statistics. What is more, the wallboard allows the manager to see all incoming calls in real-time.
The IVR system
The Interactive Voice Response system (IVR system) is an automated call queue management that directs callers to various departments within the organization. What is more, the caller prompts can be customized to bring out the unique identity of an organization. For instance, when the caller prompt is configured for the banking and financial institution, different caller sections will be created. The customer support department, general inquiries, loans department, personal banker, etc. Thus, when the client calls, the IVR prompt will playback the list of services offered accessible under various prompts. For example, our the IVR system will sound something like this,
Welcome to Forty Servers, your IT partner for Life. If you want a quotation for the call center system press 1, to renew your service level agreement press 2, to speak to our engineers press 2, and press 0 to repeat the message.
The IVR system will enable your company to efficiently handle large volumes of calls. This telephony feature will be most suitable for companies and institutions in the service industry.
Performance Reporting
Have access to statistical reports that can help in measuring agent performance. Additionally, get detailed reports of the calls handled for a specified period of time. All these reports are particularly useful for providing the managers with important insights. For institutions will key performance indicators, these reports can be downloaded. And used to evaluate agent performance and even insight into ways for improving future performance.
Call Barging
This is a very important call center feature. This feature allows the supervisor to listen to telephone conversations between the agent and the customer. Also, the feature enables the supervisor to whisper some information to the agent affecting the customer. In some instances, the supervisor can take over the conversation from the agent in real-time when the situation demands.
see; payroll system
Agent internal chat
Using this feature, colleagues can send each other messages and receive an instant response. Agent internal chat enables agents to assist each other with information that might be of help while assisting customers.
Additional telephony features
In as much as the call center system is designed for advanced call handling capabilities, it still comes with all the standard features of an IP PBX system. These include mobility extension, music on hold, call pickup, call forwarding, remote extensions, call monitoring, etc.
Call Center Software Integrations
In any case, what is a call center system without value add integrations? This system can be integrated with various third-party applications to improve the overall experience. For instance, the API is available to allow integrations with Whatsapp, Facebook, and other instant chat and messaging apps. Most importantly, the system allows for quick integration with the existing CRM software. No need to abandon your existing system.
User management
The supervisor has a separate user account. The supervisor does administrative functions such as creating agents and assigning them different roles based on company setup. Likewise, agents have their own login accounts.
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Automatic inbound call distribution
Speed of service delivery is very critical for companies in the services industry. Faster resolution of client enquiries and customer support is a key differentiator and a competitive edge for businesses. Call center systems have inbuilt automatic inbound call distribution technology that boosts agent productivity and efficiency. This feature chooses the best path to route calls to the right agent leading to efficient handling of customer enquiries.
Outbound automatic dialer
Different dialer options can be set to handle various outbound calling demands. Manual dialing applies to companies with less outbound call demands. However, companies with long lists of clients to be contacted within a short period of time will require an auto dialer system.
The auto dialer system reads from a list of contacts and automatically calls the telephone number. If the client answers the call, the call will be directed to the next available call agent. Only answered calls get routed to the agents. Evens so, the telephone numbers that go unanswered will be redialed when the system exhausts the list.
An auto dialer is a productivity booster for call center agents as it eliminates manual dialing with automatic dialing. Manual dialing slows down the agents as each has to manually the telephone numbers on the dialer each time an outbound call is made.
As for progressive dialer, the system will keep checking agent statuses t see if any is available to take a new call. Should any call genet become available, the progressive dialer will dial the next telephone next in the list. If all agents are busy, the system will wait until an agent becomes available. Therefore, the progressive dialer will automatically dial new outbound call as soon as an active connection ends.
Missed call alert
Never miss a call from either an existing customer or a prospective customer. All missed calls get displayed on the agent dashboard. Therefore, the agents will be able to call back and complete the sale. If the agent is also an administrator, the admin will be able to see the status of the call queue.
Customizable call center features
Our call center system can be customized according to the customer requirement. Our call center system is ideal for small and mid-size businesses. Also, inbound call center can used in the hotels for reservations, tours and travel and hospitality in general to receive and distribute calls from clients. On the other hand, outbound call center be used by financial institutions for debt collection as it automatically dials a long list customer numbers.
Still, inbound call center can be used to facilitate customer self-service like checking account balance. And, we can set it up for real estate sales department and automobile sales offices in Kenya.
Flexible DID number
When setting up call center, businesses have the option of retaining the exiting official telephone numbers. Additionally, companies can get extra telephone members particularly for those companies in need of multiple concurrent calls. In this case setting up VoIP trunk would be ideal.
Frequently asked questions
What is a call center system?
Call center system is a telephony solution for handling large call volumes. It can be implemented for outbound calling particularly to help financial institutions in debt collection. It can also be implemented for inbound calling for most companies seeking to improve sales performance and customer support.
Is auto dialer available in a call center?
Automatic dialer is available in a call center software and majorly implemented for outbound calling. The auto dialer helps to create efficiency for call agents thereby improving overall performance. This is because the auto dialer will automatically dial phone numbers as provided in the list. Hence, eliminating the need for call agents to manually enter the phone number on the dialing pad.
Is IVR part of the call center?
The IVR (interactive voice response) is a feature available in call center system. This feature is also available in most IP PBX systems. The interactive voice response (IVR) system plays a key role in handling high volume of inbound calls in a call center. After activating IVR, your callers will be presented with an interactive caller prompt with choices to be selected. Based on the selected prompt, the call will directed to a specific telephone extension or department. This telephony feature shortens the turnaround time for customer support or sales management.
Can call center software calls be recorded?
Both inbound calls and outbound calls can be recorded. The recorded calls can be played back and listened to later to help with training and quality assurance.
How can call agent performance be measured?
Agent performance dashboard is available with key performance indicators. Visible in the performance dashboard is the number of calls handled, call duration, and missed calls. Also, you can see agent login and log out time.
