A customer-centric software or mobile app development company cannot exist without call centres. They are a valuable asset to the software development company to improve customer interaction, resolve difficulties, and increase brand value. The customer service sector has changed rapidly, and most call centres now employ advanced technologies to improve their efficiency.
Customers’ issues are resolved, and a high-quality customer experience is delivered by phone (in the case of a typical call centre) or numerous channels, like emails, social media, live internet chats, and so on (in case of a contact centre). According to statistics, 88 percent of custom software development companies consider customer service a key priority for their call centres.
In this article, Hanna Shnaider shares her experience with increasing a development company’s call or contact centre KPIs and discusses the best tools for call centre optimization. You can find out more about her here.
What is Call Centre Optimization?
Call centre optimization is a customer experience approach that combines new digital channels with existing call centre technology to enhance user experience and employee engagement. (These are connected, as we’ll discover later.)
Best Practices for an Effective Call Centre
- Crucial call centre metrics and KPIs should be tracked and measured. Set up a KPI system to track call centre procedures and agents (First Call Resolution). The score of Customer Satisfaction, Call Handling Time, and so on).
- A/B tests should be carried out. A/B testing is useful for discovering the most efficient call centre scripts, for example, to boost user experience.
- Agents at the call centre should be trained. You should provide call centre training that includes soft skills training, product expertise, and adequate documentation as customer behaviour changes and your custom software development company’s products and services evolve.
- Make use of today’s custom call centre software. To give a better client experience, the correct technologies had to be implemented. The use of technologies like interactive voice response (IVR), computer-telephony integration (CTI), chatbots, and artificial intelligence (AI) will benefit your custom software development firm by allowing your custom software developer to focus on more vital duties and provide better customer support.
Top 3 Call Centre Optimization Software
Microsoft Dynamics 365 Customer Service
Dynamics 365 Customer Service provides your agents with functionalities such as instantly implying an identical situation or a knowledge article, creating self-service portals, and more that will not only assist your agents in resolving a customer’s issue faster but would also allow your customers to deal with their issues on their own.
Characteristics to look for include:
- Omni-channel — allowing agents to connect and engage with consumers across many channels like email, SMS, social media, and more, with the option of routing them to the appropriate management.
- Self-service portals — setting up a self-service portal where clients can look for solutions to their problems or request help.
- Dashboards and reports to track your agents’ performance (Average Resolve Time, Customer Satisfaction Score, etc.).
- Power Virtual Agent – create, test, and launch chatbots to resolve customer concerns using natural language processing and speech recognition.
Limitations: There are just a few third-party connectors available.
Price:
- Professional Edition – $50 per month per user
- Enterprise Edition: $95 per month per user
- Virtual agent: $1,100 per month
Salesforce Service Cloud
To increase your agents’ productivity, Salesforce Service Cloud provides advanced call/contact centre optimization solutions such as CTI, call recording and transcription, AI-powered service analytics, and more.
Characteristics to look for include:
- Service Cloud Voice is an interactive voice response system that collects customers’ problems and routes them appropriately.
- Automatically recording and transcribing a call.
- Listening to a customer-agent conversation and recommending the best solution for the agent to deliver.
- Dashboards for analyzing KPIs and agent performance in call centres and contact centres.
- Omni-channel — directing a customer’s issue to the appropriate software development companies based on skills and availability across numerous channels such as web, email, phone, chat, social media, and so on.
- Self-service portals and communities — using a drag-and-drop editor, create self-service portals and communities, integrate a knowledge base, and add a chat, so your clients can find solutions on their own or ask for assistance from development companies professionals like the FortySeven software professionals fortyseven47.com.
- Einstein Bot — developing, testing, and launching a chatbot with built-in natural language processing and voice recognition to answer the most common questions without the need for human involvement.
Limitations: No on-premises deployment is possible.
Price:
- Essentials Edition – $25 per month per user (billed annually)
- Professional Edition: $75 per month per user (billed annually)
- Enterprise Edition: $150 per month per user (billed annually)
- Unlimited Edition – $300 per month for each user (billed annually)
Five9
The Five nine cloud contact centre platform gives your custom software agency AI-powered capabilities like Virtual Assistant, Power Dialer, Predictive Dialer, and more, as well as features for creating tailored omnichannel customer experiences across phone, email, chat, and social media.
Characteristics to look for include:
- Workforce management – utilizing six forecasting models to determine how many agents are required to handle the call load at the centre and provide precise agent schedules that account for lunch breaks, training, and other factors.
- Advanced analytics, monitoring, interaction recording, and agent quality performance management are all part of the quality monitoring service.
- Virtual Assistant — developing a virtual assistant with inbuilt natural language processing, speech recognition, customer tone analysis, and natural language generation to quickly answer clients’ most frequently asked inquiries.
Limitations:
- No on-premises deployment is possible.
- There is no free trial period available.
- There is no mobile app.
Price:
- The vendor does not give pricing.
Conclusion
To boost employee engagement and customer happiness, you should use procedures such as monitoring and evaluating agent performance and analyzing customer feedback in your call/contact centre KPIs. The correct custom software is the key to a successful call centre or contact centre performance optimization. FortySeven’s call centre consulting services are available if you want to improve your call centre’s performance. Please do not hesitate to contact the FortySeven IT staff if you are seeking a way to improve the performance of your software development call centre or contact centre.
