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What are the features we should be looking for in an inbound call center solution?



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                                                                                   Complete call center solutions


Running a seamless inbound call center can be difficult without the correct call center software capabilities. Successful call centers have complete call center solutions in place to manage and maintain a seamless customer experience.


Inbound contact center software must be comprehensive, dependable, and trustworthy.


Complete call center solutions address all possible customer-centric challenges. You need to install the best contact center software in your inbound contact centers.


The following are some of the characteristics an inbound call center solution needs to have.


Automated Call Distribution (ACD) System

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                                                                                            ACD system


Based on pre-defined requirements, ACD allows teams to route callers to the most appropriate agent or department successfully.


ACD is a must-have call center software feature for inbound call centers. It serves as a basis for other significant call center software features and capabilities such as skill-based routing, call monitoring and call metric acquisition, among others.


Call Handling Capabilities

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                                                                                   Call handling capabilities


A good inbound call center solution must be able to interact with your existing CRM system and provide all of the usual contact center features.


  • Call Control

Your inbound call center's customer service agents must be able to perform a broad range of activities and have complete control over support functions. Functionalities include hold, mute, and forward incoming calls.


  • Call Recording

Any customer service software needs to be able to record all calls. This can be used for call center training solutions. You can control quality criteria and manage customer service.


Call Routing Features

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                                                                                                Call routing


An ideal contact center system can perform generic call routing functions like routing calls to the proper agents depending on various parameters.


  • Interactive Voice Recognition (IVR)

Callers are routed to the proper department and agent in the best contact center solutions. Organizations can construct and update their desired IVR flow without any effort with a flexible IVR builder.


Support teams can design their preferred process workflows based on their requirements using a flexible drag and drop IVR builder. An interactive voice response system is a very prevalent and useful call center software component.


  • Business Hour Management

Prospects and customers must be aware of your support staff's availability during business hours. This allows you to communicate with customers as much as possible.


Contact Management

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                                                                                       Contact management


Any inbound contact center software must have strong contact management capabilities. Keeping track of all queries and interactions from all touchpoints gives you a lot of control. An inbound contact center software needs contact management capabilities to deliver dependable customer support.


  • CRM Integration

Complete call center solutions can combine your existing CRM system with your call center software, whether it's hosted on the cloud or on-premise.


  • Previous Interactions

Customer service representatives are a company's most valuable asset. They must be able to keep track of all interactions across all platforms, including SMS, web, chat, and social media.


Monitoring and Evaluating Performance

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                                                                     Monitoring and evaluating performance


Businesses must be able to track the services and assistance they provide to their clients. Contact center software includes features that allow you to measure and monitor the overall performance of your customer service representatives.


  •  Analytics and Reporting

Complete call center solutions can compile and present all data in a thorough and actionable manner. Call duration, number of calls, abandoned calls, and time in line are available on analytics and reporting solutions.


Conclusion


A successful call center must be able to develop and maintain better levels of customer experience. This is done by delivering quality support and services. Managers and support teams at good contact centers must be able to collect and visualize data for full analytics. This helps call centers to gauge employee and department performance accurately.


Aavaz FreePBX is a leading contact center solution provider. From call center training solutions to hosted call center solutions, Aavaz offers complete call center solutions. Equip your business with the best call center solutions to increase productivity, efficiency, and revenue.



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Uploaded 01/24/2022
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