subject: Benefits of Call-Centre Software [print this page] Benefits of Call-Centre Software Benefits of Call-Centre Software
In these modern times, it is now possible to hire software solutions online. Not only is it easier for the user, but is also cost efficient. Call-centre managers now have the option to choose out of the various software packages.
These call-centres can successfully buy a package or a few modules depending on the requirements. The software can be immediately downloaded once the payment is made online. The downloading is quite a straightforward process and the company offering the service may offer technical support once the software has been installed such as any fine tuning or any critical information that the user must be aware of.
As this software is now accessible on the internet, the costs pertaining to it sale have been reduced. This is because people have started purchasing directly online and not from brokers who earned commissions off of the retail price.
The capability of the software to predict the best time to dial a number through a complex algorithm, the software ensures that the call agents do not sit idle and receive calls through the course of their presence at the office.
Predictive dialling eliminates the curative tasks of manually dialling numbers and the tension and the frustration an agent receives when target is not being met by the lack of people answering calls and the huge amounts of time wasted.
The online software downloads have proven beneficial to many call centres around the world. Apart from being affordable, they can easily be attuned to the amount of personnel employed.
Likewise, at times you might hire few call agents and you might face the problem with many clients complaining regarding poor customer service. The accuracy of the software will help you meet your customer.
The software also helps in controlling the leads. Once a number has been dialled by a predictive system, it would remember the time and the outcome of the call and hence, would not call the number again, until of course it is asked to.
Manually, it takes a user 20 to 30 seconds to dial number and wait for 4 to 5 seconds and hang up if no one replies and remember to call the number back later.
Call centres use this software to allow the agents to talk to at least two people in the same time an agent takes when dialling numbers manually and reach one person. Using the software, the productivity of the firm may increase by 200 to 300%.
