The purpose of a call center software is to efficiently handle calls for your customer servicing agents and help route them to the necessary skillset so that they can service customers to their full potential. SlashRTC’s Call centre Software can help prioritising a call based on its urgency and level of complexity to resolve the same more efficiently while attaining the benefits of enhanced insights and reporting for supervisors.
Optimised productivity and efficiency
A birds eye view of how your organisation’s customer service vertical is performing is the biggest insight that all companies are looking for, Using A.I. organisations can be available 24/7 and have necessary / complex queries escalated to human agents while maintaining call details and records over the cloud. The best call centre software is the one that manages to achieve the above mentioned for organisations.
A Consistent customer experience is the better experience
Customer satisfaction is of prime importance to remain successful in your business as it is the final touchpoint for your customers where they judge the servicing ability of your organisation. There are known issues in the customer servicing field and one of the biggest issues are caused due to human error which can be mitigated via contact centre solutions. At times the customer service agent may forget to convey something important or may be undergoing training. These issues cause inconsistencies and issues while servicing the customer. A high grade Call centre software can help mitigate this issue by incorporating a chatbot or a VoiceBot that can get smarter over time and be more accurate when communicating with a customer. Using this is an example, the best call centre software provides a consistent experience to the customer every time he or she calls and can also provide a seamless transition across to a human agent.
For organisational improvement you need the right insights
Call center software can empower organisation supervisors with the ability to scrutinise the quality of servicing to the customers. There is complete transparency to examine customer agent skillsets and listen to customer agent calls or even barge in if the customer agent is making an error. Verified reports can also be generated showcasing the call times, resolution fix times, waiting times etc, and revenues per call. These are the Advantages of incorporating the right call management software.
Working pleasure for your customer service agents.
With daily working schedules for your customer service agents, work can become repetitive and mundane. It becomes difficult maintaining employee satisfaction as a customer agent has to maintain a clean record of all his communication of all his traditional communication channels and digital channels as well. But organising this seamlessly becomes an issue as more and more leads pile up. To mitigate this issue, a single point fantastic user interface is known to optimise the agents work process as a great call centre software can help provide exactly the same. Thus it is important for your organisation to be onboarded with the best call centre software.
Better insight = Better customer servicing = Better Business The best call centre software for small business or large business all provide an eagle eye view of the customer service department. The enhanced reporting metrics, real-time updates, immediate resolutions and state of the art insights helps in making great strategic decisions by vertical heads for organisational improvements and excellent customer relationships.
Minimize Human Error. When a customer calls in during odd working hours or during low business hours, at times organisations place less skilled workforce on duty. Also, at times there are large training knowledge base programs that customer service agents need to study and understand. Using SlashRTC’s Call Centre Software, A.I. can take control of the regular mundane questions and leave only complex queries for human customer service agents. Through this method, calls will never be handled with flaws and certain mistakes can be avoided with a single instance of the software. No more being put on hold for too long, given inaccurate information, multiple agent transfers. We make sure organisations get it right for the customer the first time, every time.
Cost Efficiency While organisations do their best to service their customers, product lines and services on offer also gradually increase over time. As these product offerings increase there is a parallel cost that increases simultaneously. There are costs related to training, hiring more customer service agents, gestation period for the customer service agent to understand the product lines better and many other factors. The above mentioned costs can be avoided by using SLashRTC’s call centre software where an Artificial Intelligence Bot can take complete control over inbound calls, answer intelligent questions and also have scheduled outgoing calls. A single instant of the software can do the job of multiple customer service agents while maintaining customer satisfaction.