Uses of Call Center Software
Call center software:
1. Predictive dialer software: A predictive dialer is used in outbound call center applications, and can be implemented in either hardware or software, but software is cheaper. A predictive dialer is used to automatically call numbers stored in the call center database; identify disconnected numbers, busy signals, unanswered calls and answering machines.
2. Interactive Voice Response (IVR) software: IVR software is used in inbound call center applications, and allows you to setup an interactive set of pre-recorded menu options that a caller can select from, thus alleviating the need for live representatives to handle all incoming calls.
3. Automatic call distribution software: Automatic call center distribution software allows callers who are in a call queue to be routed to a representative efficiently. Such calls can be forwarded to the next available live person or to the most appropriate representative depending on the type and level of call as determined by the caller's IVR menu choices selected.
4. Flexible database backend: A good database is a must for any call center software system, and this is not the place to skimp. You should be able to sort the contact list by any field to maximize efficiency. The call center database should also allow one to easily import, export, and convert data between different database format from leading vendors as well.
5. Flexible reporting options: Good call center reporting software allows you to view and print call center performance metrics based on customizable date ranges, by call center agent, by service level or any other parameter. Good reporting software can make a call center manager's job much easier.
posted by Marketing Team @ 1:23 PM
2 Comments:
Can I have information about preview dialer?
A preview dialer automatically presents the phone service agent with contact information prior to the phone system dialing the number.
The agent has complete control over the dialing process and can inform the phone system if and when the call is to be placed.
If the agent does not wish to proceed with the call, the phone system can present another contact for the agent to review
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