Call Center Software

By Aimee Bradshaw | Writer and researcher | Updated: 2 October 2019

What is Call Center Software?

Call center software helps you manage almost every aspect of call center operations. It lets your customer agents make and receive calls from their computers, and core features like call queuing and automatic call routing make it easy to manage outbound and inbound call traffic.

Whether your goal is to pursue leads, seal more sales, or deliver world-class customer support, call center software gives you the tools to do it effectively.

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Call center software

Call center software separates the good from the great

Why Use Call Center Software?

Acquire More Clients

Making the right call at the right time could be the difference between closing ‘the sale of the day’ and regretting ‘the one that got away’.

To this end, call center software maximizes your chances of success. With it, your sales agents can make customized caller profiles for all their prospects and, at the click of a button, find out when they were last contacted, what the call was about, and even listen to recordings. You can strike up conversations with strangers as naturally as if you were old friends. That’s good for building client relationships and great for business.

Increase E-commerce Conversion Rates

If you got your website designed professionally, it should convert a high percentage of visitors into paying customers. But no matter how smooth you make your online user journey, some customers will always want pre-purchase phone support. And did you know that half of online shoppers will only call your customer support line once before abandoning an online purchase attempt?

Call center software uses call routing technology to help you make those calls count. It automatically assigns incoming calls to the most appropriate agents based on their knowledge, language skills and prior interactions with the caller. And when your staff are stretched during peak hours, call queueing keeps your callers on the line so you can help them complete their purchases.

Improve Customer Service

Call center software keeps your customers happy, thanks to integrations with tons of different customer relationship management (CRM) solutions.

These integrations significantly extend your customer service agents’ capabilities, allowing them to get more client/caller information, analyze customer data, strengthen customer relations, and more, all within the same platform.

Save Time and Money

If your agents spend almost as long dialing phone numbers as they do speaking with leads and customers, a call center solution might help you. Call center software cuts dialing down to a single button click, enabling your team to make and receive a much higher volume of calls.

There’s also no need to shell out on hardware. Unlike a traditional call center that relies on expensive telephone lines, call center software uses on cost-effective Voice over Internet Protocol (VoIP) technology to send call data digitally via the internet. The only hardware you need is a computer and a hands-free microphone headset; reinvest the rest in your business.

What Are the Key Features of Call Center Software

You should look out for several key features in call center software solutions:

Virtual Extensions

Phone numbers that forward calls to other phone numbers. Employees can use them to receive work calls on their personal mobiles while out of the office. Useful for relaying important information to customers who call during non-working hours.

Ring Anywhere

Assigns the same phone number to all of a user’s devices (desk phones, smartphones, laptops, tablets) so that they all ring when the number is called. Essential for mobile employees./p>

 Auto Attendant

Helps direct callers to the appropriate department or person within a company via instructing them to make button choices (i.e. “Press ‘1’ for …”). Basic but useful for improving customer service.

Interactive Voice Response (IVR)

A more advanced type of auto attendant that uses voice recognition to interpret a caller’s responses.

Automatic Call Distribution (ACD)

A mechanism for distributing incoming calls to the first available agent/one who has been idle the longest. Improves customer service.

Silent Call Monitoring

Lets managers silently monitor calls. Call barge allows them to take control. Useful for employee supervision and training.

Call Me Now

Enables you to add a button to your website that customers can click to instantly initiate a call with your business. Also called ‘click to call'. Improves customer experience.

Call Park

Lets you put a call on hold and continue the conversation seamlessly on any VoIP device. Great in situations where employees move around a lot.

Call Queue

Places callers in an ordered queue until an agent is available to help them. Improves customer service.

Software Integration

The ability to integrate your phone system with other apps and platforms, such as your CRM software. Great for boosting agent efficiency.

Hot Desking

Users can log into any phone handset on the network and have their profile loaded onto it. Useful for mobility.

Voicemail to Email

Emails the user a written transcript of any voicemail left on their system. Great for improving employee productivity.

Emergency Calling

US emergency services phone support.

How Does Call Center Software Actually Work?


Next Steps

To sustain growth, you need to invest in your call center. But the wrong kind of investment can turn your call center into a ‘cost center’ – an arm of your business that loses money.

Great call center software makes call center management easier, plain and simple. With it, your call center will function as a well-oiled machine. Without it, you’ll be a step behind the competition.

Still not 100% sold? Ask yourself the following questions:

  • Has a crackly line ever stopped you from closing a deal?
  • Do you routinely leave callers on hold for longer than 90 seconds?
  • Do calls ever get routed to the wrong department?
  • Could your call center work more closely with other parts of your business?

Answering ‘Yes’ to any of the above is a good sign that it’s time to think about new call center software.

Fortunately, you’re in the right place to find out about the best call center software solutions. Not all of them are worth your time and money, so it definitely pays to separate the good from the bad before you buy. A great place to start is our guide to the best call center solutions of 2020.

When you’re ready to explore pricing for specific options, we’ve got you covered with our free call center software quotes service.

Aimee profile image
Aimee Bradshaw Writer and researcher

Aimee is Expert Market’s resident telephone systems and point of sale go-to. If she’s not writing about business products, you’ll find her daydreaming about dog walking on Dorset beaches.

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