Best Call Center Phone Systems Features

Best Call Center Phone Systems Features to Look For While Choosing the Best Option | Effective call centre phone system can aid in streamlining the process swiftly and intelligently if You are having trouble managing sales, customer service, and customer support teams that must respond to a large call volume.

Traditional phone lines are being replaced by VoIP-based call centre phone systems because they offer much more in terms of productivity, performance, and efficiency. Automatic Call Distributors, “Interactive Voice Response (or auto-attendant),” desk software integration, computer telephony integration, and other features are frequently included in these phone systems.

Learn how the proper call centre phone system can support employees in their regular responsibilities, help you grow your business, and enhance customer service. Also see:- Top 3 Call Centre CRM Software to Streamline Your Calling Productivity

What Is a Call Centre Phone System?

A call centre phone system is a form of communication that can be used to answer incoming calls from clients or to place outgoing calls to them. There are different call centre phone systems that combine a variety of communication methods, including voice calls, emails, social media posts, SMS, live chat, and instant messages.

Improved agent performance, metric data measurement and analysis, and overall productivity monitoring are all made possible by advanced call management for contact centres. Also see:- 5 Best Call Centre Phone Systems to Digitize Your Business Communication Process

Why Should Your Business Use a Call Centre Phone System?

The major advantages that organizations may get from call centre software are listed below, taking into account the significant role that a call centre phone system plays in streamlining customer relationship management.

1. Cost Reduction

Predictive dialling features that are integrated into call centre software enable businesses to significantly cut costs. The dialling function automates and logs crucial call activity into the program. In addition to improving lead management, it provides vital real-time metrics and keeps track of the best times to call clients.

This increases sales without the need to install any additional expensive telecom hardware. By moving their call centres from on-premise to the cloud, businesses can save up to 60% on their call centre expenses. Capital costs and ongoing system maintenance are greatly decreased because hardware and software are both hosted in the cloud.

2. Installation

In order to construct on-premise call centres, it is important to purchase the required hardware, determine licenses, set up the infrastructure, and locate appropriate software.

But switching to the cloud is simple! The system hosted in the cloud is relatively easy to implement. Cloud-based call centre setup is no more challenging than setting up an app on a computer. All you need are IP phones, voice prioritization software, and enough bandwidth to handle your call load.

3. Flexible Pricing Models

Because it allows for adjustable pricing based on your needs, the cloud is far more affordable.

Call centre phone system that is affordable for any budget is becoming more and more common in modern call centres. The goal is to offer customers a seamless and efficient experience at a reasonable cost.

4. Enhanced Customer Services

Omnichannel or multichannel experiences are supported by contact centres hosted in the cloud. A customer’s journey through any channel is simply connected through a uniform cloud solution. It implies that customers can interact with your representatives wherever they feel most at ease. It could involve using the phone, email, text message, video chat, or Facebook messaging.

Customers will therefore deal with your company with greater confidence knowing that their problems will be treated more quickly.

5. Flexibility for Distributed and Remote Teams

Desk phones must be connected to the server in your office if an onsite call centre is to be used. Customer service representatives cannot do their duties if they are not physically present at their desks. But with a cloud-based system, it is irrelevant where the agents are located. Just a web browser and a dependable internet connection are required. Representatives can bring a phone home and link it to a broadband connection, or they can route their office phone to their home phone.

Representatives can operate remotely thanks to call centre platforms built on the cloud. As a result, you can create a virtual call centre for your company, which will lower costs and reduce agent turnover.

11 Call Center Phone Systems Features

The following are the main call center phone systems features:-

1. Interactive Voice Response (IVR)

IVR enables your business to cut costs while increasing agent productivity in general. Customers will be able to speak with anybody they need to simply use the automatic voice response, avoiding any potential problems.

2. Automatic Call Distributor (ACD)

Employees in sales and customer service can effectively handle a high volume of incoming customer calls with the help of an ACD. Nobody will be overlooked or kept waiting longer than necessary.

3. Call Masking

When businesses use non-geographic numbers, this capability is often used. When a calling number is misrepresented or displayed as a different number, it happens.

4. Call Monitoring

This enables you to keep an eye on every phone call while it is being made. Call monitoring differs from call recording in that you can listen in on conversations without needing to play the callback.

5. Call Barging

Your supervisors can listen in on phone calls and speak with both participants by using call barging. When staff members are conversing with someone they want the boss to speak with as well, it is most beneficial.

6. Call Recording

Knowing exactly what is being said between your employees and clients can be challenging, but this tool enables you to do so. All phone calls are recorded during call recording, although no one on the call is informed.

7. Real-time Analytics

displays all call centre data on a dashboard for managers and staff. Service level, the number of calls in the line, abandonment time, wait time, etc. You can have useful data with this function to aid in making decisions for your call centre.

8. Warm Transfer

Before being transferred to the next department, your customers can have a live agent call them first with a warm transfer. The agent will then be able to provide the department with all the information they require regarding the caller as a result.

9. Omnichannel Support

Omnichannel Support is provided by contact centre software to manage customer interactions across channels without requiring customers to repeat information when they move channels. Phone, text, chat, email, and social media are some of these channels. Customers can contact a firm in a variety of ways with an omnichannel strategy, including through phone calls or email for a single transaction.

10. Toll-free Numbers

A toll-free number is one where the caller is not charged to make the call. They are made up of prefixes with three digits, including 800, 844, and 888. This is frequently used for complaints or customer service lines so that clients can seek help without paying long-distance fees. Toll-free numbers are simple to set up with the right service provider.

11. Third-party Integrations

Many business tools and applications are included with the majority of call centre phone software to help agents and customers. Your call centre data is connected to other tools through these third-party software connections, including calendars, customer relationship management (CRM) systems, and workforce management programs.

Conclusion

Compared to a normal incoming call centre, call centre phone systems can handle more calls. Automatic Call Distributors (ACD), Predictive Dialers, Desktop Integration, and Interactive Voice Response are some of the phone systems in this group (IVR).

A VoIP phone system is typically less expensive to build and operate for businesses because it doesn’t require on-site hardware. Traditional phone lines’ normal infrastructure and maintenance costs are eliminated, and the client experience is enhanced.