CCaaS (Contact Center as a Service)

6 Essential Contact Center Features to Deliver Exceptional Customer Service

Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study

Top 6 Contact Center Features

Every contact center solution provides plenty of features to enhance contact center functionality. The following contact center features list covers the most significant ones.

1. CRM Integrations

The contact center software must be able to integrate seamlessly with your helpdesks and CRM (Customer Relationship Management). This enables your sales team to enrich the customer data, identify potential and current customers quickly and provide them with customized answers.

The call center solution and CRM integration help your sales team work better, faster, and more effectively, guaranteeing improved customer service quality.

2. Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is one of the most essential contact center software features that guarantee a 24*7 phone system reception. It helps callers connect to the right agent based on their requirements.

With an electronic voice menu, callers can navigate through several options by clicking their phone buttons. This feature facilitates self-service and activity peak management.

For example, the customer can complete simple tasks – like verifying bill payments or one’s balance – without the sales rep’s assistance.   

3. Omnichannel Strategy

, 78% of customers are more likely to go to a company offering a seamless customer experience.

You need contact center software that is economical and easy to install. What can be better than equipping your contact center team with top-rated tools to deliver an exceptional customer experience?

Take a look at the following 6 must-have features of a contact center.     

Though email and phone are the most preferred communication channels, nowadays, customers also contact businesses via other channels like instant messaging, web forms, social media, SMS, and chat.

It’s important to include an omnichannel strategy in your call center solution that centralizes all communication channels in one interface.

Your sales rep will be able to get a 360° view of your customer (interactions and history) and may unify customer interaction on all channels.   

4. Automatic Call Distribution (ACD)

Skill-based intelligent routing directs inbound calls to the right agent (most qualified sales rep available).

Depending on the expertise, language spoken, particular products, etc., the inbound call is diverted to the rep who is best capable of providing a quick and clear answer. 

The ACD feature significantly reduces the wait time for every inbound call and boosts productivity along with enhanced customer satisfaction.

5. Real-time Supervision

This feature enables you to oversee the entire contact center activity in real time.

The customizable dashboards allow supervisors to view all the key indicators such as customers waiting, agents on a break, agents online or available, etc. This facilitates quick decision-making.

Whispering, discreet listening, internal chat, conferencing, etc., are other supervision techniques that enable reps to develop their performance and efficiency.      

6. Call Recording

The call recording feature enables you to save conversations between prospects or customers and your sales teams for future reference. Recording phone calls can be extremely beneficial for training purposes.

Listening to calls can help agents determine possible obstacles, reasons behind customer dissatisfaction, and points of progress. Recorded calls also act as legal evidence in the event of litigation with any customer.

Conclusion

Achieving your KPIs and goals is possible only if your sales professionals consistently offer a smooth customer experience. Choose a contact center solution with all the above-mentioned features to ensure the growth of your business.

FAQs

What are the essential cloud contact center features?

Complete CRM integration, omnichannel strategy, AI virtual assistant, salesforce gamification, etc., are some of the most important cloud contact center features

What is a call whispering feature?

The call whispering feature allows you to send a message to your coworker to ensure smooth customer service and eliminate any obstacles during live calls.

What is a power dialer?

An auto or power dialer automatically dials contact numbers to save time spent on dialing numbers. In the long run, power dialers also help bring down labor costs.

Vijaya heads the Global Support team at JustCall, where he has played a pivotal role in expanding the support team and diversifying its channels and services. Under his guidance, the team consistently earns top customer satisfaction scores. With a passion for team-building, Vijaya is committed to empowering his staff to deliver unparalleled customer experiences. In addition to his managerial responsibilities, he is a certified Leadership Coach, specializing in helping leaders overcome their unique challenges to achieve success.

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