• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

The Tech Block

tech tips from tim the techie

  • Home
  • About
  • Blog
  • Business Tech
  • Finance Tech
  • Gaming
  • Home Tech
  • Phone
  • Travel Tech
  • Web
  • Contact Tim

Call Center Optimization: Tips and Software to Consider

September 28, 2021

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.

 

Tweet
Pin
Share
0 Shares

Categories: Business Tech

sidebar

Blog Sidebar

About Us

I’m Tim from The Tech Block. Tim Techy! haha. I’m all about gadgets, gaming and technology. I don’t just sit in my house all day playing around on gadgets, but they are very integrated into my everyday lifestyle. When I work out I use technology to track it, when I turn the heat on in my home, I use my computer to do it and when I travel, I take my fun techie stuff with me!

Popular Posts

Facebook

Tim's Tech Block

News Latter

Connect

  • Facebook
  • Instagram
  • Twitter

Recent Posts

  • Private Label Vitamin K Manufacturing in the Nutraceutical Industry
  • Executor’s Duties in Alabama Navigating Your Role
  • Why Lear Capital Says Continued High Demand for New Cars Is Influencing Precious Metals’ Pricing and Availability
  • Is the S19 XP Hydro more efficient?
  • How to Create a Morning Routine

Recent Comments

    Archives

    • December 2023
    • November 2023
    • October 2023
    • September 2023
    • August 2023
    • July 2023
    • June 2023
    • May 2023
    • April 2023
    • March 2023
    • February 2023
    • January 2023
    • December 2022
    • November 2022
    • October 2022
    • September 2022
    • August 2022
    • July 2022
    • June 2022
    • May 2022
    • April 2022
    • March 2022
    • February 2022
    • January 2022
    • December 2021
    • November 2021
    • October 2021
    • September 2021
    • August 2021
    • July 2021
    • June 2021
    • May 2021
    • April 2021
    • March 2021
    • February 2021
    • January 2021
    • December 2020
    • November 2020
    • October 2020
    • September 2020
    • August 2020
    • July 2020
    • June 2020
    • May 2020
    • April 2020
    • March 2020
    • February 2020
    • January 2020
    • December 2019
    • November 2019
    • October 2019
    • September 2019
    • August 2019
    • July 2019
    • June 2019
    • May 2019
    • April 2019
    • March 2019
    • February 2019
    • January 2019
    • December 2018
    • November 2018
    • October 2018
    • September 2018
    • August 2018
    • July 2018
    • June 2018
    • May 2018
    • April 2018
    • March 2018
    • February 2018

    Categories

    • Blog
    • Business Tech
    • Finance Tech
    • Gaming
    • Home Tech
    • Phone
    • Travel Tech
    • Web

    Meta

    • Log in
    • Entries feed
    • Comments feed
    • WordPress.org

    Footer

    About Us

    I’m Tim from The Tech Block. Tim Techy! haha. I’m all about gadgets, gaming and technology. I don’t just sit in my house all day playing around on gadgets, but they are very integrated into my everyday lifestyle. When I work out I use technology to track it, when I turn the heat on in my home, I use my computer to do it and when I travel, I take my fun techie stuff with me! Read More…

    Popular Posts

    Featured Post

    Private Label Vitamin K Manufacturing in the Nutraceutical Industry

    Executor’s Duties in Alabama Navigating Your Role

    Why Lear Capital Says Continued High Demand for New Cars Is Influencing Precious Metals’ Pricing and Availability

    Is the S19 XP Hydro more efficient?

    How to Create a Morning Routine

    Facebook

    Tim's Tech Block

    Copyright ©2018 The Tech Block | All Rights Reserved