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Call Centre Software

What does Call Center Software do?

Call Center Software is a specialized software designed to help businesses manage large volumes of incoming and outgoing calls. It is designed to improve the customer experience by providing faster and more efficient assistance. The software typically includes a wide range of features such as:

Automatic Call Distribution (ACD): This feature routes incoming calls to the next available agent, reducing wait times and improving the overall customer experience.
Interactive Voice Response (IVR): This feature allows customers to self-serve and get the information they need by using keypad inputs, reducing the need to speak to an agent.
Call Recording: This feature allows businesses to record calls for quality assurance and training purposes.
Call Reporting and Analytics: This feature provides businesses with real-time and historical data on call volume, call duration, and more, allowing them to track and improve their performance.
Workforce Management: This feature allows businesses to schedule and manage their agents, ensuring that they have the right number of agents available to handle call volume.
CRM Integration: This feature allows businesses to integrate their call center software with their customer relationship management (CRM) system, providing agents with relevant customer information and history when they answer a call.
Call queuing enables multiple callers to be placed on hold until a representative becomes available to assist them.
AutoDiallers enhance the effectiveness of lead lists and eliminate wasted time associated with manual dialing by automating the process of making calls.

Overall, Call Center Software is a powerful tool that can help businesses manage and improve their customer communication, increase customer satisfaction, and optimize their operations.

Essential features of a modern Call Centre Software package.

Automatic Call Distribution and Call Routing:

Automatic Call Distribution (ACD) is a system that routes incoming calls to the appropriate agent or department within a call center. The system uses pre-set call routing strategies to direct calls to the most appropriate agent based on factors such as agent availability, skills, and workload. This can help to increase call center productivity by eliminating the need for manual call transfers, reducing wait times for callers, and increasing the chances of first call resolution. Popular strategies include:

Round-robin routing is another popular call routing strategy. This strategy distributes calls evenly among all available agents, with each agent receiving a call in turn. This can be useful for preventing any one agent from becoming overwhelmed with calls, and can also help to ensure that all agents have an equal opportunity to handle calls.
List-based routing, where calls are sent to a specific list of agents in order. This allows managers to control which agents receive calls, and can be useful for distributing calls to specific agents with specific skills or languages.
Simultaneous Ringing is a strategy where an inbound call is sent to a group of agents with the same or similar skill sets simultaneously. The first agent to answer the call is the one who "gets" the call. this strategy can be useful for ensuring quick response time and reducing wait times for callers.
Skills-based routing is a strategy where calls are directed to agents based on how well an agent's skillset matches the needs of the caller. This is common in customer service settings, where calls are directed to agents with specific language or technical expertise. This can help to ensure that callers are connected with an agent who can best assist them.

ACD is often integrated with Interactive Voice Response (IVR) systems to provide additional functionality, such as providing callers with the option to select from a menu of options or enter information before being connected to an agent. It can also be integrated with other systems such as CRM, which can help agents to provide more personalized service to callers.

2. Interactive Voice Response (IVR).

Interactive Voice Response (IVR) otherwise know as a digital receptionist is a widely used technology that allows customers to interact with a company through pre-recorded voice menus using touch-tone or speech recognition. These menus provide customers with a range of options, such as account management, bill payment, and customer service inquiries. By using IVR, customers can quickly and easily connect with the appropriate department or agent without the need for human assistance.

IVR systems can automate various business processes, such as bill payment, account management, and customer service inquiries. They can also help to reduce call volume by directing customers to self-service options, such as account balance inquiries, rather than connecting them with an agent. Additionally, IVR systems can be integrated with other systems such as CRM or ERP, allowing customers to check their account status, pay bills, or update their contact information.

IVR menus also help agents to be better prepared for customer calls. They can opt for "warm transfers" that allow them to listen to or get information about a customer's interaction with the IVR system before speaking to the caller. This can help agents to better understand the customer's needs and provide more personalized service.

Above all, IVR menus help to ensure that the person the caller speaks to is someone who is qualified to assist them. By guiding callers through a series of options, such as language selection, department selection, and account type, IVR can direct callers to the right agent or department, which can help to increase customer satisfaction and reduce call handling time. Additionally, IVR can provide information through pre-recorded sub-menus that can help the customer to resolve their issue on their own. This can help to reduce call volume and improve customer satisfaction by providing them with the information they need without the need to speak to an agent.

3.Call Recording.

Call recording is a widely used technique in customer service and call center operations, as it allows for the capture and analysis of interactions between agents and customers. These recordings can be used to evaluate customer service standards, agent efficiency and compliance with regulations, as well as identify areas for improvement and training.

There are two main types of call recording: automatic and on-demand. Automatic call recording is activated automatically for all calls, while on-demand call recording is only activated when manually triggered by an agent or supervisor. This allows for more flexibility and control over which calls are recorded.

Recorded calls are typically stored in the cloud, which allows for easy access and sharing of the recordings. Supervisors and managers can use the recordings to evaluate the performance of individual agents and teams, as well as to identify patterns and trends in customer interactions.

Additionally, some providers offer call recording transcriptions, which allow for the written text of a conversation to be generated from the audio recording. This can be particularly useful for analyzing customer feedback and sentiment, as well as for quality assurance and compliance purposes.

Overall, call recording is a powerful tool for improving customer service, agent performance and compliance, and can be used by companies of all sizes to achieve their business goals.

4.Call Reporting and Analytics.

Call center analytics are a powerful tool for businesses that operate a call center. They provide detailed, real-time data on key performance indicators (KPIs) that are critical to the operation of a call center. These KPIs include:

First call resolution rate: This measures the percentage of calls that are resolved during the first interaction with a customer. This is an important metric because it indicates how effectively agents are able to handle customer inquiries and resolve issues.
Average talk and handle time: This measures the average time that agents spend on the phone with customers, as well as the time they spend handling each call. This metric can help managers identify areas where agents may need additional training or support.
Hold time: This measures the average time that customers spend on hold before their call is answered. This metric can help managers identify areas where agents may be able to handle more calls, or where additional resources are needed to reduce hold times.
Voicemail percentage: This measures the percentage of calls that go to voicemail. This metric can help managers identify areas where agents may be unavailable or where additional resources are needed to handle calls.
Speed of answer: This measures the time it takes for agents to answer calls. This metric can help managers identify areas where agents may be able to handle more calls, or where additional resources are needed to reduce wait times.
Call queue status: This metric provides real-time information on the number of calls waiting in the queue, as well as the average wait time. This metric can help managers identify areas where additional resources are needed to handle calls.
Abandonment rate: This measures the percentage of calls that are abandoned by customers before they are answered. This metric can help managers identify areas where agents may be able to handle more calls, or where additional resources are needed to reduce wait times.
Cost-per-call: This measures the cost of handling each call, including the cost of agent time and resources. This metric can help managers identify areas where costs can be reduced.
Customer satisfaction: This measures the level of satisfaction customers have with the service they received. This metric can help managers identify areas where agents may need additional training or support, and can help identify areas where the service can be improved.
Churn rate: This measures the percentage of customers who stop doing business with the company. This metric can help managers identify areas where customer service can be improved to reduce customer churn.

Customizable reports and pre-made templates are available for administrators, and users can set up automatic report delivery at regular intervals. Reports can be generated for both individual agents and entire departments. This allows managers to analyze data by agent, team, or department, and to identify areas for improvement.

5.Workplace Management.

Call center software can help with workforce management in several ways:

Scheduling: Call center software can help managers create schedules for agents and ensure that there is adequate coverage during peak call times. Some systems even have features for automatic scheduling based on historical call volume data.
Performance monitoring: The software can track and record key performance indicators (KPIs) such as call duration, hold time, and first call resolution rate, allowing managers to evaluate the performance of individual agents and identify areas for improvement.
Real-time monitoring: Managers can use the software to monitor agents in real-time, listen to live calls and coach agents on the spot.
Reporting and analytics: Call center software can also provide detailed reports and analytics on call volume, abandonment rate, and other metrics, allowing managers to make data-driven decisions about staffing and resource allocation.
Automation: Call center software can automate certain tasks, such as call routing, queue management and IVR, which can help improve efficiency and reduce the workload on agents.
Quality assurance: Many call center software systems include quality assurance features, such as call recording and scoring, which can help managers evaluate agent performance and identify areas for improvement.

By using these features, call center managers can optimize staffing levels, improve productivity and efficiency, and ensure that customer service standards are being met, which can lead to increased customer satisfaction, and ultimately a higher retention rate.

6.CRM / ERP Integrations

Call center software can help with workforce management in several ways:

Scheduling: Call center software can help managers create schedules for agents and ensure that there is adequate coverage during peak call times. Some systems even have features for automatic scheduling based on historical call volume data.
Performance monitoring: The software can track and record key performance indicators (KPIs) such as call duration, hold time, and first call resolution rate, allowing managers to evaluate the performance of individual agents and identify areas for improvement.
Real-time monitoring: Managers can use the software to monitor agents in real-time, listen to live calls and coach agents on the spot.
Reporting and analytics: Call center software can also provide detailed reports and analytics on call volume, abandonment rate, and other metrics, allowing managers to make data-driven decisions about staffing and resource allocation.
Automation: Call center software can automate certain tasks, such as call routing, queue management and IVR, which can help improve efficiency and reduce the workload on agents.
Quality assurance: Many call center software systems include quality assurance features, such as call recording and scoring, which can help managers evaluate agent performance and identify areas for improvement.

7.Call Queues

Call queuing is a system that allows multiple callers to be placed on hold until an agent becomes available to assist them. This system is often used by customer service departments or call centers to ensure that all calls are handled in an efficient and organized manner.

One important aspect of call queuing is providing callers with estimated wait times or updates on their place in the queue. This helps to manage customer expectations and reduce frustration. For example, callers can be informed of their estimated wait time before they are placed on hold, and then updated on their position in the queue as they wait. This can help to alleviate some of the stress and anxiety that can come with being on hold.

There are several different types of call queues that can be used. Sequential call queues are the most basic, where calls are answered in the order they were received. VIP-based call queues are used to prioritize calls from VIP customers, such as high-value clients or VIP members. Need-based call queues are used to prioritize calls based on the urgency of the customer's needs, such as emergency situations. By implementing call queuing, it helps to minimize the number of customer callbacks. This is because callers are able to get through to an agent more quickly and have their needs addressed in a timely manner. This can lead to improved customer satisfaction and reduced frustration.

In addition, call queuing can also help to improve agent productivity. By having a system in place that manages the flow of calls, agents are able to handle calls more efficiently and effectively. This can lead to increased productivity and better customer service.

8.Automatic dialing

Automated dialing modes are designed to improve lead list penetration and prevent time lost between making calls through manual dialing by automating the process of making calls. This helps to increase the efficiency of the call center and improve customer service.

The most common call center solutions will offer multiple dialing modes, including:

Power Dialer: This mode is designed for high-volume calling environments. It automatically queues up and dials the next outbound call on the lead list as the agent is finishing up the previous call. This ensures that the agent only speaks to someone who is on the phone and ready to talk, which can help to increase call efficiency and reduce wasted time.
Progressive Dialer: This mode is designed for environments where calls need to be made at a slower pace. Progressive Dialers make calls at a slower speed, waiting until an agent is free to speak to dial the number. This can help to reduce the number of calls that go to voicemail or are disconnected, and increase the number of successful calls.
Predictive Dialer: Predictive Dialers are designed to help agents place the highest number of calls in the shortest amount of time. They filter out busy signals, voicemail messages, disconnected phone lines, and more, which can help to increase the number of successful calls.
Preview Dialer: This mode allows the agent to choose from a list of past contacts and view key information about previous calls, any accounts they have or had, and prior sales. This can help the agent to be more prepared for the call, increase the chances of making a sale, and also to improve customer service by having a clear idea of the customer's history.

Overall, Automated dialing modes can help to increase the efficiency of a call center and improve customer service. By providing different dialing modes for different environments, call centers can select the one that best suits their needs and goals, which can help to increase productivity and sales, and improve the customer experience

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What are Sip Trunks?

SIP Trunking is a cost-effective solution for businesses that want to take advantage of the benefits of Voice over Internet Protocol (VoIP) while still using their existing phone systems. It allows businesses to make and receive phone calls over the internet, rather than through traditional PSTN networks. This means that businesses can use their existing phone systems with the added benefits of VoIP, such as advanced call routing, voicemail, and unified communications.

SIP Trunking works by using the Session Initiation Protocol (SIP) to establish, modify, and terminate multimedia sessions between two or more endpoints. This allows businesses to use their existing phone systems to make and receive calls over the internet, eliminating the need for a physical connection to the PSTN. This can lead to significant cost savings as businesses are no longer required to pay for traditional PSTN phone lines.

In addition to cost savings, SIP Trunking also provides businesses with more flexibility and scalability. Businesses can easily add or remove phone lines as needed, and can also easily move locations without having to reconfigure their phone systems. This makes it an ideal solution for businesses that are growing or have multiple locations.

Overall, SIP Trunking is a technology that allows businesses to take advantage of the benefits of VoIP while still using their existing phone systems, leading to cost savings and increased flexibility and scalability.

How do SIP trunks work?

How Siptrunks connect to Traditional and Hosted PBX, Example

SIP Trunking is a cost-effective solution for businesses that want to take advantage of the benefits of Voice over Internet Protocol (VoIP) while still using their existing PBX systems. It allows businesses to make and receive phone calls over the internet, rather than through traditional PSTN networks. This means that businesses can use their existing PBX systems with the added benefits of VoIP, such as advanced call routing, voicemail, and unified communications.

With SIP Trunking, businesses can connect their on-premise PBX systems to the internet and make use of cloud-based VoIP services, which eliminates the need for landlines and physical connection to PSTN. This can lead to significant cost savings as businesses are no longer required to pay for traditional PSTN phone lines.

SIP Trunking works by using the Session Initiation Protocol (SIP) to establish, modify, and terminate multimedia sessions between two or more endpoints. This allows businesses to use their existing PBX systems to make and receive calls over the internet, eliminating the need for a physical connection to the PSTN. This can lead to significant cost savings as businesses are no longer required to pay for traditional PSTN phone lines.

With SIP Trunking, businesses can utilize their existing PBX systems and hardware to communicate over the internet, taking advantage of advanced features and cost savings of VoIP. It's a great solution for businesses looking for a more flexible and cost-effective phone system.

Differences between a traditional PBX and a Hosted PBX

Traditional PBX, also known as on-premises or analog PBX, is a telephone system that uses physical hardware, such as copper telephone wires, and on-site software installed at a company's office. Calls are made by connecting the landline to the Public Switched Telephone Network (PSTN), also known as the Plain Old Telephone Service (POTS).

On the other hand, Hosted PBX systems are cloud-based and rely on internet connectivity rather than copper wires and PSTN. Voice traffic is sent via the internet, typically using VoIP technology. This means that businesses that use hosted PBX for their communication systems tend to use VoIP phones or softphones instead of traditional desk phones with individual extensions. Additionally, the infrastructure and maintenance of hosted PBX is entirely handled by the service provider.

In summary, the main difference between traditional PBX and hosted PBX is that traditional PBX is an on-premises system that uses physical hardware and is maintained by the business, while hosted PBX is a cloud-based system that is maintained by a third-party provider and relies on internet connectivity.

Traditional On-Premise PBX	Hosted PBX
On-site hardware and software	Infrastructure is managed by the provider and via the internet
Basic call control features	Far more advanced features which can give even the smallest companies the impression of the larger companies, interactive voice response (IVR), Voicemail to email, Call back and SLA (Sevice Level Agreement alerting
More responsibility over PBX system	Hand over control to service provider or IT Provider
Expensive to scale	As your business grows its easy to increase the capacity and functionality of your hosted PBX system
Requires specialist PBX employees	you can easilly control your hosted PBX without experts and the Hosted PBX provider is responsible for the technical stuff.
High initial set-up costs and long contracts	Minimal set-up costs and in many cases no long contract
No use of internet for telephony and no fail over	Relies on internet connectivity with many failover options
Hard for remote working so limited to the office environment	Easy remote working so you can work from anywhere

Difficulties of a Traditional On-Premise PBX

Hosted PBX, on the other hand, is a cloud-based system that relies on internet connectivity, is maintained by a third-party provider, and can be accessed from anywhere. One of the main differences between the two is the upkeep and maintenance, where traditional PBX requires more maintenance and upkeep than hosted PBX, which can be a significant consideration for businesses when choosing a telecommunications solution.

Maintenance/Upkeep: Hosted PBX and traditional PBX are two different types of telephone systems. Traditional PBX, also known as on-premises or analog PBX, uses physical hardware and on-site software installed at a company's office, and is maintained by the owners business. Hosted PBX, on the other hand, is a cloud-based system that relies on internet connectivity, is maintained by a third-party provider, and can be accessed from anywhere. One of the main differences between the two is the upkeep and maintenance, where traditional PBX requires more maintenance and upkeep than hosted PBX, which can be a significant consideration for businesses when choosing a telecommunications solution.

Basic calling: Old Traditional PBX systems provide a basic phone call service without additional features and functionalities offered by hosted PBX. These systems are less flexible in terms of adding features such as auto-attendants, greetings, voicemail, and conference calling capabilities, which are common in hosted PBX systems.

By choosing a traditional PBX means that the business may have to compromise on advanced telecommunications features that can enhance productivity and improve customer service.

Capacity constraints and limited scalability: Traditional PBX systems typically have a limited number of supported desk phones, making them less suitable for large businesses or those planning to expand, They are usually manufactured by the PBX manufacturer.

The cost of upgrading and expanding the number of connected phones in an on-premises PBX can be prohibitively high as the handsets are usually expensive and usually need to buy an additioanal license