Call Center Software for Startups and Small Teams
Are you a startup or an enterprise with small teams? If yes, then you may wonder why you should even consider call center software to manage the communication process. You might be using other tools like mobile phones, Skype, email, and WhatsApp for communication. However, if you take a closer look you will find that call center software for startups is really beneficial. In fact, call center automation software can be transformational in boosting the growth of startups and other small enterprises.
Drive customers into a single funnel
The top priority for any startup or a small business enterprise is to not let slip a single lead. The trouble is that prospective customers may initiate a conversation on any channel. As per a report, over 85% of customers expect conversations with customer service agents to move flawlessly and in real-time between channels. They don’t like repeating themselves and their issue. It means that today’s customers expect a prompt response. However, it would be difficult for executives to keep track of all these channels.
With the help of robust call center software solutions, businesses can incorporate unified communication channels. This allows executives to manage important leads consistently and speedily. Talking to the right person is also important. Thus, the Automatic Call Distribution (ACD) and skill-based mapping feature of web-based call center software come in useful. The result is fast service leading to more customers down the sales funnel.
Audio/video chat and conferencing
Face-to-face interaction is best but physically this may not be possible. Instead, the contact center software with WebRTC phone allows video and audio chats as well as conferencing. This can be put to good use for face-to-face discussions over the web through a web browser on desktops or mobile phones. It is easy to judge reactions and facial expressions. Besides, you can modify your talk as well as make presentations and demos during the video chat.
This feature of online call center software also permits conferencing. Call centers can use conferencing for customer interaction. Moreover, the team members also benefit by using this facility for collaboration, wherever they may be located. This way, it simplifies integration, reduces costs, and enhances communication without overlooking security requirements.
It may happen that the executives do not interact in quite the right way. In such a scenario, the barge-in and supervisory features of the VoIP call center software prove invaluable. These features allow a manager or any other authorized person to listen in or watch the ongoing call. This way, corrective actions can be taken immediately during the chat or interaction to deliver a satisfactory response. Taking corrective actions on the spot instead of after the event, helps in creating a good impression on the customers.
The management can also record the interactions for analysis and improvements with the help of call center software. Analyzing the recorded calls or interactions helps to enhance customer experience. Besides, the management can use the data for training the new agents. They can also use it to point out the key areas of improvement in the agent’s service. The agents can work on those areas to become more efficient and productive.
The Inbound and outbound call center software can do more than WhatsApp or Skype can do. The software can help in aggregating data, storing it in a CRM, analyzing it, and deriving intelligence. Call centers can put this to good use to get even more customers to expand their business. Even the use of smart auto-dialers such as predictive dialer call center software helps to derive intelligence. It allows agents to determine the most efficient calls they can make throughout the day.
The predictive dialer for the call center automatically places the outbound calls and only transfers answered calls to the agents. This way it prevents agents from dealing with unnecessary calls like busy tones, unattended calls, calls transferred to voicemail, etc. Overall, an auto dialer makes the entire process more efficient while allowing agents to increase their productivity.
Also Read: What Predictive Dialer Software Can Do for Outbound Call Centers
A professional communication setup
In today’s business era, more and more small businesses are growing in number. The startups and small enterprises can opt for call center software that allows them to benefit from the latest call center features without spending a huge amount. HoduCC call center software is one such product from HoduSoft. It works out of the box without the need to invest in specialized and expensive hardware. The software is designed considering the budget, needs, and other essential requirements of every type and size of businesses.
You can scale it up when you wish to conduct intensive campaigns and scale it down as per your requirements. Moreover, HoduSoft provides various customization options to meet the precise needs of small businesses. What you pay eventually comes out of the revenue generated from the use of this top-notch software. Effectively, this means you are getting a professional enterprise-grade package for next to nothing.
Call center software can help businesses deliver a reliable, seamless, and personalized customer experience. Whether you are looking for single-tenant call center software or Multi-tenant call center software, HoduSoft offers everything to make a call center fully functional. Powered by advanced technology, HoduCC Call Center Software can keep the agents and customers happy alike.