Are your calls and sales becoming overwhelming? Call center software might be the solution you're seeking. Call center software is specifically designed to tackle your calls from the moment they arrive to follow-ups in the coming weeks. Today, call centers rely on reliable software to facilitate their calls and customer relationship management.
If you're still confused, we'll walk you through the different call center software, what to look for, and how to monitor your current metrics. No matter what industry you're in, from insurance to sales, we can show you exactly what will work with your business.
If you're looking for call center software for your business, HookedCRM is built to be the all-in-one platform — dialer, CRM, and AI assistant. Book a demo with us today, and one of our qualified representatives will walk you through our program and show you how it can enhance your workflows.
What is Call Center Software?
Call center software is a catch-all term describing the programs call centers use to manage their calls and customers. In general, it is a set of tools that work cohesively that companies use to meet their KPIs.
Here are just a few of the things call center software can include:
- VoIP
- IVR Routing
- CRM
- Call Recording
- Analytics
- Omnichannel Support (SMS, email, etc.)
Types of Call Center Software
Each type of call center requires its own specific set of software to enhance its workflows. Before you purchase a new call center software, determine what you need to focus on. Here's what each call center needs:
Inbound Call Centers
Inbound call centers handle a large number of calls coming into their company. This requires systems that can facilitate customers and keep your call representatives engaged. Here are a few of the tools you should consider for inbound call centers:
- IVR and ACD Routing: Ensures your customers encounter the most qualified representative as soon as possible.
- CRM: Tracks every customer interaction and creates schedules for your representatives to ensure client satisfaction.
- Virtual Phone Numbers: To protect your employees, you should provide virtual phone numbers that can mask their actual numbers.
Outbound Call Centers
In an outbound call center, representatives are tasked with making the calls to potential clients. They rarely receive calls, so they rely on qualified leads to come through before they make any calls. Here are some tools you can use for outbound call centers:
- CRM: These become essential when screening your calls. CRMs have the unique ability to provide client information when they call in.
- Cloud Phone Systems: This allows your employees to work from anywhere. Versatility is especially helpful for outbound call centers because it can handle more than a traditional system without adding expenses.
- Ability to Transfer Calls: If you can't answer questions, transferring calls to your managers can help representatives confidently fulfill customer requests.
Mixed Call Centers
Mixed call centers handle both inbound and outbound calls, so they benefit from every tool used by inbound and outbound call centers. The most essential tool mixed call centers can have is a CRM. With a CRM, mixed call centers become more efficient by providing immediate information on the client.
We also highly suggest investing in omnichannel support to reach a wider audience and send reminders to your clients. SMS and email communications should be a priority, especially if you are working with sales, since it'll make it easier for you to send important messages to your clients at critical moments that could interrupt the conversation's flow otherwise.
Cloud-Based Call Centers vs. On-Premise Call Centers
If you're working with a remote team, you must invest in a cloud-based phone system. This provides you with the opportunity to split your team by distance and focus on improving individual workflows. It also eliminates office expenses, which can be invested in better call center training or lead management tools.
In comparison, on-premise call centers can utilize VoIP systems or traditional phone lines. This allows you to use workforce engagement management tools, which enhances employee productivity.
Both have advantages and disadvantages, so you should consider the expenses for both and whether you value team cohesiveness.
How Does Call Center Software Work?
Call center software combines various tools to ensure call success. While every call flow is different depending on your industry, most inbound calls will follow this timeline:
- Step 1: The call arrived at the call center. If you're an inbound call center, the call was made through to you.
- Step 2: IVR service will capture the call and field any questions a client has before routing them to the corresponding employee.
- Step 3: An ACD will take the information from the IVR and route the call appropriately.
- Step 4: An agent or call representative will receive a notification on their dialer of an incoming call.
- Step 5: While the call is occurring, the dialer should record the audio, so you can send it to your CRM for further analysis. If you employ an AI assistant, it should generate a series of notes and a transcript for your CRM.
- Step 6: After the call is completed, the CRM should provide ample reporting and analytics for your review.
Of course, this workflow is only an example. Your customer journey will look different depending on the type of call center and industry.
Key Features of Call Center Software
There are plenty of call center software features you should use for your business. Each will not only enhance the customer experience but also employee satisfaction. Here are a few different features we've seen make the most difference in the viability of the call center software:
| Feature | What It Does | Why It Matters |
|---|---|---|
| IVR | Interactive Voice Response (IVR) systems field incoming calls by prompting callers with questions. | An IVR is a time-saving feature that ensures your incoming leads are related to your business. |
| ACD | Automatic Call Distribution (ACD) systems use information from the IVR to route calls appropriately. | ACDs ensure calls are given to the right representative the first time. This provides clearer call quality and customer satisfaction. |
| Auto Dialers | These features can automatically call leads from a contact list. | With an auto dialer, you can automatically screen voicemails, disconnected lines, and busy signals, and eliminate bad leads. |
| Call Recording | Records calls and keeps them in a database. | If you're looking to receive further analysis of a call, the call recording is an important piece of data you can use to refer back to. |
| Call Monitoring | Allows your managers and supervisors to join calls and monitor how the individual representative is doing. | This can be especially useful for call center training. Managers can guide their employees with a comprehensive idea of how the call has been going. |
| Analytics & Reporting | This feature dissects your calls and determines all the viable information from them. | Getting the most information out of your calls is the most valuable information call centers can receive. It dictates your future calls and can show you exactly what you're doing right and wrong. |
| Scheduling | Usually found in a CRM, scheduling features can ping representatives for upcoming appointments and provide lead information. | With a comprehensive scheduling system, your call representatives stay on track, and no lead gets ignored. |
| AI Summaries & Transcriptions | These features can provide accurate transcripts and summaries. | CRMs are only as good as the information you input into them. In the past, call representatives had manually created transcripts and summaries, but with AI, the tedious task has been eliminated. |
| AI Sentiment Analysis | This tool evaluates the conversation based on tone and language. | With sentiment analysis, you can determine how to respond to difficult customers. |
While these features are helpful, you should always evaluate your own workflow to determine which call features are right for your business.
How to Choose the Right Call Center Software
Choosing the right call center software comes down to a few different factors. For example, if you have a small business, you will have different needs than an established company with hundreds of employees. Here are a few questions to consider when choosing various call center software:
- What type of calls are you receiving?
- How are you communicating with your customers? SMS, email, calls, or a combination?
- What are the features you are prioritizing?
- How will the new software integrate with your existing CRM?
- Is the new software going to be compliant without security standards?
- Will the program scale with my business?
- How much is it going to cost?
Each question should be answered with a clear answer that points to your company's direction. When you book a demo, you should ask questions related to enhancing your workflow.
Call Center Metrics & KPIs to Track
Overall, your call center should fulfill your company's goals, and your call center software should keep track of every call success KPI. This will let you know which tools are working in your workflow and how you can adjust your customer journey to match. Of course, your call center's KPIs will differ depending on your call center.
For example, if you primarily work in a medical office, you will track the number of appointments made and insurance claims to ensure proper payment. However, if you are in insurance sales, you will follow up with potential leads and keep a sales record.
How Hooked CRM Works as Your Call Center Software
Hooked CRM is the all-in-one platform for your call center. We've integrated a dialer, CRM, and AI assistant to create a convenient, streamlined process. Each was crafted to foster an environment where your call representatives can succeed.
If you're interested in seeing how Hooked can change your workflows, book a demo with us today, and a representative will contact you as soon as possible. We'll walk you through your process and see how Hooked makes your life easier by managing your calls and customers.
