Get your copy of the ultimate guide to lead generation through telecalling (scripts included)
96% of customers reported that great customer service plays a vital role in building trust. But, how do businesses ensure great customer service for every customer?
Well, the first step to helping your business provide good customer service is setting up a call center. Alongside this, it’s also good to invest in effective call center software.
Not only does call center CRM software enable representatives to be more operationally efficient, but also helps boost sales. Using the right call center CRM can improve your customer service, boost productivity, and optimize your business in so many ways.
In this article, we will explore call center CRM software, its importance and the 10 most effective call center CRM software in 2023.
Call center software is defined as a tool that helps your business efficiently handle inbound and outbound calls. This tool also tracks call metrics and simplifies workforce management.
There are two main types of Call Center Software:
With on-premise call center software, you’ll be able to take full control of your phone system. But, you will be responsible for purchasing and maintaining the hardware.
However, this type of call center software makes it difficult for businesses with multiple locations to expand.
Cloud-hosted call center software eliminates all of these drawbacks. This means that you will require no equipment, and the number of calls made will determine the cost.
There won’t be any need for installations either. As a result, it has advantages such as data security and accessibility. You can access information anytime, anywhere and anyplace
All call routing options, including IVR and on-hold messaging, are expected to be included in the standard features. Additionally, some call center service providers even offer complete SaaS platforms.
Related: Benefits of Having A Mobile Call Center Software
Call center customer relationship management (CRM) refers to call center tools that allow users to instantly access customer information. This then allows your representatives to help customers using up-to-date information during customer interactions and support.
A call center CRM allows you to effectively connect all your representatives through one centralized platform. CRM used in a call center is a great way to boost your telecaller productivity.
Alongside this, it also helps automate call routing and how your incoming calls are processed.
A call center is considered by many businesses to boost efficiency and productivity. With call center CRM, your business can more effectively route calls and optimize customer engagement. Moreover, it significantly reduces your agents’ workloads.
Newer technologies like chatbots and artificial intelligence (AI) are expected to become more commonplace in call centers in 2022. This would reduce costs while providing service reps with more actionable information without having to search for it.
Call center software with AI, chatbots or omnichannel integration are able to route calls to the most qualified service representative. They can also provide cross-channel information about the customer to the representative for better handling of calls.
Some other important call center software duties involve:
As a whole, call center software helps better your customer experience and improve your business’ service operation.
Even in today’s digital-oriented world, many customers prefer to get phone support when reaching out to a business. However, to offer effective phone support, you have to invest in the right call center CRM software.
Here is a list of the top 10 call center software tools you should consider:
NeoDove, India’s leading telecalling CRM platform, comes equipped with many great call center features to help enhance your business. With a smart auto dialer, your agents can place and handle calls effectively all with a single click.
NeoDove is trusted by 10000+ users across the globe and allows for over a 1000 integrations with multiple platforms.
Alongside this, NeoDove proves to be the perfect platform for small and medium businesses alike. It provides an easy-to-use solution that is highly scalable and solves all your telecalling, sales and marketing needs.
Ameyo is an all-in-one call center software solution that was designed to manage your end-to-end customer journeys. The platform aims to deliver the highest quality customer experience.
Ameyo is considered a highly flexible IP-based software that allows you to personalize all your customer interactions.
With Ameyo, you can even monitor all your business’ KPIs in real-time. Not only this, but owing to its flexible nature, Ameyo is suitable for various businesses across industries. From finance, to real estate, to healthcare, to e-commerce and more.
CallHippo is a call center software targeted at sales and support teams. It aims to simplify your business’ inbound as well as outbound calling. Moreover, CallHippo’s call center software comes in 4 different packages for small teams, startups, SMBs as well as enterprises.
With CallHippo’s call center software, you can even buy local numbers in 50+ countries across the globe.
Suited for businesses of various different sizes, CallHippo’s call center software is the key to growth. Not only is it easy to set up, but it has a clear and user-friendly dashboard as well.
Aavaz is a call center software that provides a cost-effective platform for inbound outbound and blended calling. It is considered a reliable and scalable option for businesses across industries.
Moreover, it allows your telecalling team to function more efficiently. In fact, Aavaz functions as your own personal web-based contact center.
As flexible as it is, Aavaz is suitable for small businesses as well as large enterprise call centers. Be it for calling, marketing or CRM integration, Aavaz is the perfect call center software to tie your business together.
ZenDesk is a call center software that revolves around customer relations management. With ZenDesk, you can provide a seamless customer experience with minimal effort.
ZenDesk allows customer service teams to provide phone support from the same location where they manage other channels. Your agents can take calls with customer information and history provided side-by-side.
The call center software operates out of one centralized portal. This allows your team to maximize productivity and deliver the best customer experiences.
CloudTalk is a call center software that is easy to deploy and set up. Moreover, it was specially designed for optimizing and customer service teams.
It assists the sales team in maintaining customer satisfaction via smart routing and IVR. With over 70 advanced calling features, CloudTalk is among the best call center software for medium-sized companies aiming to grow.
Every CloudTalk plan comes with access to the online dashboard and native desktop and more. It also offers real time reporting to keep an eye on your live team performance.
Dialpad is a cloud communication-based call center software powered by AI to take down notes and analyze sentiments.
Dialpad comes equipped with automatic spam detection, collaboration, unlimited calling, multi-level auto attendant, and more. All these helpful features allow for quick and easy deployment.
Dialpad’s mobile application allows you to stay connected from any remote location through any device. Suited for businesses of all sizes, it’s a reliable call center solution that offers a highly personalized experience.
LiveAgent is cloud-based and more than your typical call center software. It comes packed with help desk capabilities, ticket management and so much more.
Aside from call center software, LiveAgent also allows you to effectively distribute calls vis automatic call distribution (ACD).
LiveAgent is best suited for small to medium-sized businesses. It provides a fully cloud-based call center software solution as part of its own help desk software. More importantly, the price to value is among the best.
Genesys is an all-in-one call center software that aims to take your customer experience to the next level. Not only does Genesys call center software allow you to improve employee productivity, but it also reduces handle time.
With Genesys, the software is built to scale which allows your business to grow without limitations. Equipped with workforce engagement and AI tools, Genesys call center software allows for rapid deployment of innovations.
What truly makes Genesys stand out is that it can bring your units together. It is able to work with both on-premise and cloud systems, allowing you to deliver the best customer experience.
3CX is considered one of the most reliable call center software that relies mainly on cloud providers. With 3CX, you can immensely reduce your IP traffic as well as offer job configurations.
Moreover, 3CX call center software allows you to work from anywhere and at any time. It allows you to completely get rid of expensive telecom consultants with the help of a web-based PBX console.
Furthermore, it offers enterprise-grade communication to seamlessly provide unbeatable connectivity. 3CX call center software also integrates with popular CRMs, Office365 and more.
Read More: 5 Best Outbound Call Center Software
It’s safe to say that customer trust and brand loyalty are built on a foundation of efficient customer service. However, phone support is still an important part of customer service. Picking an effective call center software for your business is the key to satisfying customers while also boosting your sales.
Call center software helps you best utilize your time and resources. In this way, you can better connect with their customers while also delivering an even more personalized experience across various channels.
Choosing the right call center software gives an advantage over competition, increased revenue, reduced agent training, improved customer retention, and more. As such, it’s important to consider all your options and their benefits before making your final choice!
A call center refers to a central department where individuals work to handle calls over the phone. The people who are responsible for handling these calls are called call center agents.
Call centers aim to provide a communication channel through a phone medium. Call centers located within an organization are called ‘in-house’ call centers. Aside from these, there are also call centers that handle phone calls on the behalf of other organizations, as third-party companies.
Inbound and outbound calls are quite different from one another. Inbound calling refers to calls that occur when an individual calls into an organization. For example, customer service calls, calls to make a purchase, etc.
Outbound calls refer to when an organization makes a call to a prospect or current customer. For example, late payment calls, appointment reminder calls, etc.
Take your telecallers’ efficiency to the next level, get started with NeoDove today!
Get your copy of the ultimate guide to lead generation through telecalling (scripts included)