subject: Attributes of an Ideal Call Centre Software [print this page] Attributes of an Ideal Call Centre Software
There are some essential qualities to be present in the ideal call-centre software. These softwares are of utmost importance to the organisation. Substandard call centre software would underutilize the resources available to the organisation. Some attributes to be present in good call centre software are given below:
- Clear and navigable lay-out - There are various processes in a software thus to know what to do and how to do it, the users should be provided with a clear and navigable lay out of the functions right on the display screen. Ideal software contains various useful features and all of them placed right on the graphic user interface to promote easy functionality.
- Real time statistics built into softwares- Real time statistics available in the software allows the user to make corrections in processes whenever felt the need to. This feature especially is very beneficial for organisations as call centre executives have to keep on confirming the customer details all the time. It like providing them with the quick-fix solution to any error occurred.
- Offers features like call back function - It is very much possible that the phone line may get congested at the time a call centre employee makes a call to a certain customer. So the feature of call back function would help them call back on the given number as many times as they want. This way extra labour to be exercised by the agents wouldn't be there and they will get some more time to do their work more effectively.
- Built in interactive voice response or IVR - IVR helps the agents to get more time to pursue other tasks of major significance while taking responding to the customer's call. Customer can be given timely response through IVR even when the executive is not available at the desk. IVR is contains only recorded dialogues that can be run whenever the agents needs. It contains the general information about name and services rendered by the company.
- Call routing; flexibility and Pop up screen are some features which are incorporated in modern call centre softwares now days just to make the product component enough to survive in the markets.
It is very much possible that a software vendor would boast about the features of its product in front of you, but might not have the required quality. There are many call centre softwares which have loads of features but all of them as useless as anything. To avoid such mistakes of buying useless softwares, it's recommended to check the features of the product first and if possible take a trial of the product before ordering it in large quantity.
