Female working at laptop with images depicting call center software features

Top 5 Call Center Software Must-Have Features in 2021

Call centers face a variety of challenges in today’s ever-changing environment. When it’s time to upgrade your call center software, the selection process can be overwhelming. Just like buying a vehicle, there are a variety of features available. It’s imperative to consider what features will meet your business needs both now and in the future. The following five features keep your call center operating efficiently and create a better customer experience.

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AI Icon, Headset, Call Center Agent, Computer Screen

1. Virtual Multi-Channel Platform

Unify communications with a multi-channel ACD capable of processing inbound phone calls, SMS text messages, e-mail messages, social media activity, and web and mobile applications to drive customer engagement. 49% of consumers, on average, use three to five different communication channels to contact customer service. (Source: Microsoft Dynamics 365, 2020). 

With the increase of hiring work from home employees (retention rate for at-home agents is 80% versus 25% for in-house. Source: Pipkins), browser-based software is a convenient solution for work from home agents. Agents can connect from any desktop computer or laptop and work anywhere they have an internet connection. 

2. Reporting and Call Recording

If you are not monitoring reporting and analytics data, you are missing opportunities to optimize your call center’s performance. Monitor agents’ interactions with callers, traffic patterns, agent abandons, and system abandons. Charts and tables help to identify possible performance issues. Historical and live data provides valuable information to set goals and improve efficiency. 

Call recordings help with evaluating agent performance, and monitoring agents’ calls ensures they are complying with standards. They can be used for training and to improve customer interactions. 

3. Call Scripting

A customizable and intuitive scripting feature will help decrease errors in agent call handling and reduce training time. Protocols can be built into navigation scripts so when agents fill in the caller’s responses, the script proceeds to the next appropriate question. Specific fields in the message script can be programmed as required fields so they can’t be left blank. Color-coding helps agents identify call types so they can handle calls more quickly.

4. Skills-Based Call Routing

Utilizing skills-based call routing ensures efficient call-handling and first call resolution. Calls are routed to the agent most qualified to handle the call versus waiting for the next available agent. Priority levels are configured so the system can distribute each type of call to the qualified agent.

5.  Artificial Intelligence

As technology continues to evolve, the prevalence of Artificial Intelligence (AI) in call center technology grows. Using AI enhances a caller’s experience by determining the best way to route calls based on prior call history. Using a call’s automatic number identification (ANI), AI can determine the best agent to receive that call based on various factors, such as which agent is the most qualified to handle the call. The ANI can be used to match previous call interactions and provide call history.

Return on Investment

Your call center software plays a critical role in operating a successful business. When it comes to the bottom-line, choosing the right features will streamline operations and help your business with the challenges it faces now and into the future.