Effectively manage calls, track prospect journeys and perfect your customer experience!

What is Call Management?

Call Management can be defined as the process through which inbound calls are routed to call center agents. As such, call management software refers to the tool or system used to manage and control incoming calls and track and optimize telecaller performance.

Why is call management software important for Call Center?

For Call Center, how your business interacts with customers is highly important. This is especially true when it comes to telecommunications. 

With call management software for Call Center, you can effectively track and route calls as well as analyze the behaviour of callers. Not only this, but through call management software, your business can improve client experience and maximize team productivity. 

Overall, implementing call management software will undoubtedly help your business grow.

The Important Features of Call Management Software for Call Center

1) Automated Call Distribution

Effectively assign calls to your telecallers with automation, route calls based on priority and tags and boost first call resolution rates.

2) Lead Management

Capture, track and manage all your leads effectively from one centralized platform and eliminate lead leakage. 

3) CRM Integration

Centralize storage of customer information on one easy-to-access platform, effectively manage and track your leads and enhance customer engagement. 

4) Call Recording and Tracking

Enhance quality control, evaluate telecaller performance and take steps towards optimizing the customer experience.

5) Interactive Voice Response (IVR)

Ensure constant availability of customer support, reduce missed calls and increase call volume with IVR software.

6) Real-time Reporting

Track and monitor key metrics to improve telecaller performance, enhance customer engagement and boost sales.

The Perks of Call Management Software for Call Center

1) Streamlined Communication

Optimize interactions with prospects and clients, facilitate informed decision-making and streamline internal communication.

2) Boost Productivity

Effectively manage your time spent on tasks, stay on top of call traffic and reduce your agents’ workload. 

3) Higher First Call Resolution

Easily access customer information, better understand customer issues and offer quick and effective personalized solutions.

4) Cost-Effective

Improve call flows, effectively utilize your workforce and reduce operational and power costs through multi-featured call management software. 

Who can use call management software in Call Center?

1) Sales and Marketing

Create separate sales and marketing campaigns for Call Center. Consolidate all your leads for Call Center on one platform, and track the journey of each lead and your teams’ performance in real-time.

2) Support or Service

Stay on top of all your calls and ensure your support is top-notch. Customize your support and gain insight into the progress of each of your leads based on lead history.

3)  Lead Generation

Manage all your leads for Call Center from multiple sources on one centralized platform. Create campaigns based on your requirements and generate campaign reports to see how they’re progressing.

4) Feedback and Survey

Effectively manage your feedback campaigns and surveys for Call Center all in real-time. Get CSV reports with collective campaign responses, so you don’t have to do it all over again!

5) Recovery

Determine which leads require follow-ups with lead history and intuitive dashboards. Execute follow-up campaigns and monitor your leads for Call Center based on real-time performance analytics.

6) Call Center

Effortlessly assign leads for Call Center to your telecallers or sales agents in real-time. Ensure leads are connected as soon as possible and receive hourly, weekly, and monthly reports on your agents’ progress with the leads.

FAQs

• How does call management work for Call Center?

For Call Center, call management involves tracking, performing analyses, routing as well as effectively processing calls.  With call management software, you can access valuable insights like records of outgoing calls, real-time call recordings, and customer tracking data and use this information to enhance customer experience.

• How to use CRM in call management for Call Center?

A CRM is highly effective to help manage calls more effectively for Call Center. Through a CRM, you can track prospect and customer journeys, create real-time reports, monitor your telecaller performance via call recordings and so much more. 

• Why do we need call management software forCall Center?

With the help of call management software, you can better see as well as eliminate any bottlenecks in your sales process. Not just this, but call management software also opens more opportunities for sales development, helps in the prioritization of leads and improves overall customer experience. 

• Does my business need a call management system?

If your business needs a one-stop solution for handling calls effectively and improving customer engagement and experience, then it’s definitely worth considering adopting a call management software or system.