Top 8 features of inbound call center software you should know

Inbound call center software serves two primary purposes today. The first is to improve productivity since call center agents are not required to record their calls, and the second is to improve customer experience and increase customer satisfaction. 

Inbound call center solution allows agents to automate their work and focus on more pressing issues that require their attention. They can also reduce common call center problems like terrible customer experience, and abandoned calls, among others. Therefore, inbound call management software plays a vital role in helping call centers deliver better service. 

Agents can also improve their productivity by using automation tools while they’re on a call to focus on the most critical issues and have more time to spend with their customers.

What is an Inbound Call Center Software?

Inbound call center software allows you to receive calls from customers and deliver faxes, emails, and SMS messages without the need for human interaction. It is a voice-based program that recognizes the caller automatically. 

The program directs calls to the right departments based on the caller ID. These call centers are set to handle calls during business hours and follow a schedule based on the workload.

Essential features of an inbound call center software

Inbound call center software serves as an effective tool to help your customers interact with your support team, and it provides you with a solution to continue to communicate with your customers. Here are some of the features of inbound call center phone systems. 

1. Contact Management 

Contact management is a feature that allows customer care representatives to access and manage all customer information in one place. This includes the ability to add, edit, or delete contacts and the history of interactions with each contact.

This feature has been designed to provide customer service agents with one place to find all their contacts, no matter what channel they are using.

The inbound call management solution will automatically update customer information when an agent adds or edits contact using another channel, such as email.

This reduces the time it takes for agents to search through multiple channels for information about customers and ensures that customer data is up-to-date across all channels.

2. Call Control 

The call control feature in inbound call center software is an essential feature for any business to have. It enables the person on the other end of the line to take control of the conversation and change topics if needed. 

Additionally, the call control feature allows you to manage calls from the dashboard and change the call flow.

It also provides you with a complete view of all the calls in the queue, so you know what’s coming up next.

3. Call Recording 

The call recording feature helps with compliance and improves customer service. It is a very versatile tool that can work in various scenarios.

You would need to record an incoming call, such as complying with regulations, improving your customer service, etc. And fortunately, most CRMs on the market today offer this feature as an option.

Moreover, call records to help to conduct quality assurance checks on your internal staff who process customer inquiries over the phone and for compliance purposes.

Call Distribution 

The automatic call distribution (ACD) is the best feature in inbound call center software that automatically routes inbound calls to the agents with the highest call volumes for each agent’s skill set.

The inbound call management software optimizes traffic flow and also reduces average handling time by balancing queue depth and evenly assigning work among agents.

Interactive Voice Recognition (IVR)

Interactive voice recognition (IVR) is a technique in inbound call center software to generate higher conversion rates. It enables businesses to provide a more personalized experience to the customer.

IVRs are more than just voice mail systems, and they have changed the way people behave on the phone. Whether you are taking orders from customers or providing them with information about their accounts, a good IVR can make a difference in how much people enjoy talking to you and how likely they are to take your advice and buy something from you.

Skill-Based Routing

Skill-Based Routing is a feature that routes callers to the best available agent based on their skillset. This feature is usually found in inbound call center solutions.

This function benefits both the client and the corporation. It connects customers to agents who can assist them with their requirements. At the same time, businesses save money by routing customers to agents who do not require training.  It would otherwise be necessary if they were not allocated a caller with similar skill sets.

Real-time Reporting

The real-time reporting feature in inbound call management software is a great way to keep track of your team’s performance.

The software shows the number of calls each agent has taken and how long they have spent on each call. It also displays how many calls that agent has answered in a row without any breaks. Also, it displays how many calls they have taken with more than five minutes of wait time.

The feature is not just for agents. Managers can use it to give feedback on their employee’s performance. It also enables them to see if the agent needs training or if other issues need to be addressed.

Historical Reporting

It enables agents to keep track of all their conversations with the customer. It also provides them with information about the customer’s interests, preferences, and needs.

Agents can use this information to provide personalized service by answering questions from previous conversations. They can also use it for research and development by analyzing past interactions when they need new ideas for their campaigns or new ways of handling specific customers.

Get the right Inbound Call Center Software for your business

Inbound call center phone systems are an essential part of any business with a customer-facing component. A phone call from a customer is the best way to find out what they need and provide them with the information they need to complete a transaction or make an appointment.

HoduSoft provides one of the best inbound call center software that helps you stay on top of your game by providing the tools and features you need. You can install this software for your business and get started right away!