Call Center Solution Comparison 2021 - Best Application Comparison

 

 

Call center solution comparison 


The call center is frequently where a customer's initial human contact with your company occurs. From making a positive impression to being able to deliver effective solutions promptly is key.

The problem is to accomplish it properly while also doing it quickly.

Top call centers employ several software solutions, contributing to more efficient and successful call center operations.

A thorough call center solution comparison is necessary for organizations to make an informed decision. CRM, Help Desk, VoIP, and Gamification are the four key categories covered in this tutorial.

CRM

 

CRM

CRM software enables firms to make the most of existing relationships while also identifying new ones. It's a phonebook for the corporate world, but it's also a lot more.

When combined with the right technologies, a CRM can track and record data about customers' account activities and more, giving you a 360-degree view.

The CRM market has grown to become one of the world's largest IT verticals. In 2019, the CRM market was estimated at $41.93 billion.

Sales services typically use CRM software or telemarketing teams to link client account data to role-specific procedures such as addressing a service problem or upgrading an account.

When researching and comparing CRM call center software, decide which of the following functions are most important to your business.

Features

  • Contact / account management
  • Lead management
  • Sales forecasting
  • Workflow automation
  • Task management
  • Social data integration
  • Collaboration tools (file sharing, internal messaging)
  • Performance management
  • Partner management
  • Reporting / Analytics

Help Desk

Help Desk 

At its most basic level, help desk software is typically a ticketing system that logs, prioritizes, and queues service requests for fulfillment. This automation enables service and support personnel to handle many requests without losing quality or allowing crucial issues to slip through the gaps. Administrators can also use a centralized system to track and measure KPIs against pre-determined benchmarks.

There are a slew of viable help desk solutions on the market, as well as an equal number of industry applications, ranging from basic product troubleshooting to IT support, HR help desk, and asset management. 

Features:

  • Ticket management
  • Knowledge base/ wikis
  • Community forums
  • Customer self-service portals
  • Telephony integration
  • CRM integration
  • Instant chat support
  • Custom service-level agreements (SLAs)
  • Reporting / Analytics

VoIP 

VoIP
 

Without a system for managing incoming and outgoing calls, a call center wouldn't be a call center. VoIP software is specifically intended for this purpose. 

A VoIP system allows businesses to handle telecommunications over the internet. As a result, VoIP has become the platform of choice in the modern call center since it is more efficient, dependable, and cost-effective.

The global VoIP market is estimated to grow from $85.2 billion in 2021 to $102.5 billion by 2026.

Most VoIP systems' work is done on a PBX, which is essentially a call-routing and line-management system. A PBX is installed on your premises or hosted by a cloud VoIP service.

Features:

  • Automatic call distribution
  • Call management (ordering, monitoring, barging, etc.)
  • Auto-attendant (IVR)
  • Conference and video calling
  • Private branch exchange
  • SIP Trunking
  • Autodialer
  • Call metric tracking (average handle time, hold time, etc.)
  • Mobile access

Gamification

Gamification 
 

The implementation of game mechanics in non-gaming contexts is known as gamification. Call centers are ideal candidates for gamification because of the high employee disengagement rate.

When used effectively, games make mundane tasks more enjoyable and drive your customer service representatives to improve their performance. 

For example, a leaderboard competition motivates your staff to sell more of a featured product while rewarding top performers with gift cards, badges, or virtual currency.

Many tools allow managers to design custom games for their teams. Call center gamification tools to interact with your CRM and other mission-critical systems, allowing you to create games based on existing workflows and KPIs.

Features:

  • Badges
  • Points / levels
  • Digital leaderboards
  • Rewards programs
  • Social recognition
  • Compliance and performance management
  • Sales contests
  • Coaching tools
  • Reporting / Analytics
  • CRM integration

So, how will you go about deciding which call center solution is ideal for your company?

That’s where Aavaz FreePBX comes in.

Aavaz FreePBX helps businesses find the technology that best matches their needs by providing a customized call center solution. 

Contact Aavaz FreePBX, your one-stop-shop for all of your telecommunication needs!

 

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