Too many business owners have the preconception that Contact Center Software is only for enterprise level organizations with giant call centers. In fact, if your company has 10 or more in-house sales agents, you should be looking at call center software.
When every call counts, it’s important for your team to have the tools to deliver a first-rate experience to your customers and new prospects. In other words, give your sales team superpowers to compete with the giants in your industry.
Still not convinced? Here are the top six ways your organization could benefit.
Integration with CRM Software
Track your successes and failures and analyze the data to determine the best time to pick up the phone. Plus, you can add new customers to your database with every call.
More Respect for Your Customers’ Time
No one likes waiting on the phone. And having to explain the same problem twice or connecting with an agent who can’t help is even more frustrating. Contact Center Solutions properly routes calls and allows you to pass on information to the next agent.
Integration with Social Media
Today’s customers/callers Tweet, Like, and Chat more than making calls. Today’s Contact Center Solutions can monitor and filter social media and detect who needs special attention. You can direct your customers on any social media platform right to your agents.
It’s All About Experience
Contact Center Solutions lets a supervisor monitor a call and gives the option of either “whispering” into an agent’s ear without the customer hearing, or “barge” into the call and take over. Either way, the customer will get the benefit of the more experienced agent and have a better experience.
Customizable Distribution Rules
The order that calls are directed can be completely customizable based on tracking and analyzing data on success rate, length of calls, skill sets, and more. To that effect, you even make sure customers get the same agent every time.
Analytics
Your management team has access to powerful analytics tracking productivity, sales, customer support issues, even customer sentiment. You will quickly identify areas that need improvement.
For more information on how contact center software can increase productivity, deliver better customer service, and boost sales, book an evaluation with My Resource Partners. Our telecom savvy advisors will work with your team to identify the features that would most benefit your sales team. Then we’ll quickly connect you with the Contact Center Solution providers that best match your needs and budget.
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