Top 5 Call Centre Software for Small Businesses

Top 5 Call Centre Software for Small Businesses | For small businesses and startups, providing outstanding customer assistance might be one of the hardest problems. This occurs because the majority of small firms cannot afford to employ a specialized team with cutting-edge resources for customer care. Additionally, a lot of clients still favor phone conversations. As a result, maintaining an eye on as many channels as you can while providing a rapid service is crucial. Small business call center solutions can help with this.

There are many tools available for customer service; some are only for use in contact centers, while others are full suites that offer support through a variety of channels.

So this article is for you if you’re seeking a solution to assist you to communicate with your consumers over the phone. But, before we go ahead with the list of top call center software for small businesses, let’s understand what call center software is actually. Also see:- Top 3 Call Centre CRM Software to Streamline Your Calling Productivity

What is a Call Centre Software?

A specialized platform that allows you to handle all of your client call communication in one location is call center software (ideally).

Many of the platforms used today are in the cloud, in contrast to more established “legacy” or cutting-edge call center businesses and solutions. This implies that you no longer require a large workplace with endless rows of analog phone systems and working telephones. But don’t worry, you can still queue up those in need of assistance and move calls between departments thanks to the more recent software.

VoIP (voice over internet protocol) has completely transformed the calling landscape because it uses the internet to link your phone line rather than a traditional phone exchange.

Why is Call Centre Software Necessary for Small Businesses?

To even be considered as an option by your clients today, you need a lot more than just a fantastic product or service. You need to go above and above to sound professional to clients and compete with the major names in your industry. This is especially true for small businesses and start-ups.

Call center software can help you appear more professional, enhance your brand’s reputation, and also increase the efficiency and effectiveness of your staff, which makes it such a high-leverage investment for you. You may provide your customers with an Amazon-like calling experience at a reasonable price with cloud call center software.

Important Features to Look for in a Call Centre Software for Small Businesses

1. Outbound and Inbound Calls
It allows employees to manage both outbound and inbound calls, which are typically complaints or inquiries about a product or service (cold calls used to promote a new product to a customer in hopes of making a sale).

2. IVR – Interactive Voice Response
It answers the customer’s question without the need for an agent to get involved. IVR directs the consumer to the appropriate agent or department in the event that action is required.

3. Call Routing
It reduces wait times and guarantees that the customer receives assistance as quickly as possible by directing the consumer to the next available agent. Depending on the customer’s responses during the IVR stage, the consumer is forwarded to the appropriate agent.

4. Omnichannel Assistance
It enables clients to get in touch with agents through a variety of channels, including email, social media, and live chat.

5. Integration with CRM
Without having to ask the customer again, a representative can get the customer’s profile and any other information needed thanks to customer relationship management (CRM). Additionally, it records client behavior, enabling a support team to respond to customers appropriately if a pattern is identified.

6. Reporting
It enhances accountability for activities completed and provides a better knowledge of the agent’s performance. Additionally, it offers insights into any recurring issues that clients identify, which helps to enhance employee training.

Top 5 Call Centre Software for Small Businesses

1. LeadsRain

LeadsRain is a cloud-based call center software that offers a predictive dialer for small businesses. It helps the calling agents to talk to the human-connected calls only which actually results in a more productive calling and automatically senses and handles the machine-answered calls. It also helps the calling agents to perform their calling tasks with accuracy with a pre-uploaded calling script, and pre-loaded calling leads, they can send the pre-recorded voicemails on answering machine calls and also send the pre-loaded email templates to the leads.

On top of the all supporting features, when it comes to small businesses what they look for is cost-effective calling software. LeadsRain offers pay-as-you-go pricing with no per-user monthly charges and no contract at all, which makes it the most suitable for small businesses to use.

Key Features:

• It can predict the call answered by a human or a machine and only connects the human answered calls to the agents which makes their conversation more productive and saves time on unwanted activities.
• It helps the agents to be sure while they are on call, using the pre-defined calling script.
• It records all the calls by default for future analytics and training purposes.
• It helps the agent to transfer the call to the closer for a better closing rate.
• It also offers skill-based routing to land the call to the most preferred agent with the pre-set priority.
• It also helps the agent to approach the leads with a multichannel outreach approach using call-to-text and call-to-email technology.
• It helps the agent to segment the leads based on different criteria with customized lead filters
• On top of that, it offers the most promising live customer support with calls, chat, and Emails.

Pricing

LeadsRain is offering the call center software service with pay-as-you-go pricing without any contract or any per-user monthly cost.

2. Zendesk Talk

Zendesk Talk is a cloud-based call center solution, that enables businesses to offer specialized phone assistance. The Zendesk for Service multichannel support ticketing system has a feature that enables you to offer phone help from the same interface where you conduct other customer interactions.

Key Features

• Integrating the phone solution with other communication channels, Zendesk Talk enables agents to view all client information in real time.
• Allows you to manage customer calls, voicemails, and texts in the same area as emails, chats, and social messages, which unifies communications.
• Enhances voice capabilities by allowing you to add additional tools, such as enhanced call transcription, redaction, etc.
• Calls to the appropriate agent at the appropriate time by using IVR, group routing, and after-hours routing.
• Creates cross-channel real-time information for comparison
• Generates cross-channel analytics in real time to compare call performance to those of other customer contact methods.

Pricing

A Free trial is available for Zendesk. Pricing plans begin at $49 per agent per month.

3. KrispCall

KrispCall is a cloud-based call center software tailored for small businesses, providing an efficient and cost-effective communication solution.

With KrispCall, businesses can handle inbound and outbound calls with great efficiency because of its remarkable call management system. With its array of powerful features, including call routing, call recording, and call analytics, businesses can maximize their call-handling processes and significantly increase the productivity of their agents.

Key Features

• User-friendly dashboard with a unified callbox. It displays the entire communication detail with a client in a single window, which prevents miscommunication and missed conversation with the clients.
• Interactive Voice Response (IVR) system for automated customer interactions and faster query resolution.
• Call forwarding and transfer features, automatically directing calls to available agents, increasing customer satisfaction, and ensuring calls reach the right agent, even if the initial contact was with the wrong one.
• Wide coverage in 100+ countries, ideal for multinational businesses.
• Number sharing feature, which allows a single number to be accessed by multiple agents so there will be a fewer chances of missing customers’ calls thus delivering service quicker.

Pricing

The monthly subscription is $15 per user per month. 

4. Dialpad

Dialpad offers consumer engagement and business communication services for small businesses, new ventures, and large corporations. Global teams may make more informed calls thanks to this cloud-based business phone solution.

Key Features

• It Enhances consumer engagement via sentiment analysis and real-time transcriptions.
• It has a built-in AI that automatically generates the appropriate scripts for questions that are challenging to answer.
• It claims to offer a service level agreement (SLA) with 100% uptime so that you never miss a call.
• It enables agents to work from any location on any device.
• It integrates with Google Workspace, Zendesk, etc.

Pricing

A 14-day free trial is offered for Dialpad. The monthly price for the paid plans is $20 per user.

5. Five9

With the help of Five9, a cloud-based call and contact center solution, you may interact with your clients via the channel of their choosing. The platform assists your company in developing a multichannel, digitally-first consumer experience.

Key Features

• It allows users to use the video troubleshooting function to communicate their issues with agents in real-time.
• IVR self-service is available even on mobile devices to give customers a consistent experience.
• It automates communication on social media to ensure timely and reliable responses.
• It provides a centralized interface for managing all messages, including SMS and social media messaging.
• It also has a live chat option provided for a prompt online answer.

Pricing

Pricing is available on Request

6. RingCentral

RingCentral offers small businesses, start-ups, and large corporations a complete virtual contact center and call center solution. The business provides an outbound SMS and call center in addition to an inbound omnichannel cloud contact center.

Key Features

• It offers a user-friendly platform with all the features needed for meetings, messaging, video conferencing, etc.
• It provides free inbound calling, free international extension-to-extension dialing, and local numbers.
• It ensures the greatest level of service possible through constant platform optimization and monitoring.
• It has solutions for healthcare, retail, and other industries.
• It can do integrations with Google, Salesforce, Zendesk, and other open API platforms.

Pricing

A Free trial is available from RingCentral. The monthly price for the paid plans is $29.99 per user (billed monthly).

Wrapping it up

Calling the prospective leads is something any business can’t afford as at last, you need to get it very clear what the prospect is thinking, feeling, and expecting from the product or service businesses are offering.

When it comes to small businesses, the best they can do is, stop investing money in other communication channels and invest in the direct communication approach that lets them take the decision faster and move ahead faster in the lead life cycle and the sales funnel. In the process of doing this, calling is the best approach, and doing it with the call center software is the best deal small businesses can do. 

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