As a call centre entrepreneur offering business answering services, there are a few gadgets that you can use to help boost your business productivity. Lets take a look at five very cool and sophisticated gadgets that you may find useful.
1: Customer Relationship Management (CRM) software
For your call answering services to operate smoothly, you need to have good CRM software running. Your CRM programme will simplify a lot of your work through compiling and creating daily reports and monitoring your performance. You can set goals and create strategies to help you meet them. Most importantly, your CRM will be able to take customer information from your live calls and input it directly into your CRM saving you a lot of time having to create individual customer accounts and manually enter details.
2: Interactive Voice Response (IVR)
While IVR isn’t the latest cutting-edge technology on the call centre market, is has become an invaluable tool for those offering answering services. IVR allows your incoming caller to interact with you using speech recognition software or via keypad entry. IVR can respond to customers with pre-recorded information while holding during times of large call volume, or can be used to deliver outbound call messages.
3: Web-based script display
Web based script displays can be very useful when encountering a customer you don’t know well through your answering service. The programme will display who you are connected with making it easier for you to engage them in conversation and keep the flow going.
4: Automatic Call Distribution (ACD)
ACD is a great gadget for those providing larger call answering services with multiple agents available to take incoming calls. The aim of ACD is to cut down the call waiting time of incoming calls and transfer them to the first available agent. This gives the quickest possible connection with a call centre agent and improves the customer experience.
5: Call Recording software
Call recording software can be a very useful tool, especially for resolving customer issues, for performance monitoring and staff training. Improving your customer experience is of utmost importance for your company, so you can use call recording software to check and make sure your customers are getting a high-quality, professional service at all times.
By utilizing these very useful call centre gadgets and tools, you will be rest assured that your answering services are performing at maximum efficiency.
