Whether you are a small business or a global franchise, call centre software can benefit any business! In this blog, we aim to explore how call centre software can benefit any business and why it might be the choice for you.
In order to survive and thrive against competition and deliver high quality customer service, many businesses turn to call centre software. Streamlining the ingoing and outgoing calls for a business can have so many benefits – let’s explore them!
What Is Call Centre Software?
Firstly, let’s start by exploring what call centre software actually is. A call centre is a place which handles calls over the telephone.
The main purpose of implementing call centre software into your business is to streamline the amount of inbound and outbound calls – dealing with customer communications as they would in a call centre. More often than not, customers opt to deal with their enquiries over the phone – due to it being a quicker and more direct response, but we appreciate the strain that endless phone calls can put on a company.
This is where call centre software comes in. As well as the obvious, streamlining of communications, software can have lots of other benefits for businesses.
The Benefits Of Call Centre Software For Businesses
Many business owners often spend a lot of time answering customer queries and getting bogged down in the nitty-gritty – sometimes turning a blind eye to strategies that may standardise processes and contribute to business growth.
We want to explore exactly how call centre software can improve your business.
Improve Customer Experience
At the heart of a business, is its customers. Sometimes, potential buyers or existing customers are left with a sour taste after their communication with a business is poor. Being able to contact a business and being met with solutions to their problems is essential for a positive buyer-seller relationship.
As human beings, we often want instant gratification – 61% of consumers prefer to contact a business over the phone. The opportunity to connect with a business and receive assistance promptly results in a better experience for your customer. Customers will likely be more satisfied with a business’s professional response with the incorporation of sophisticated software.
An automated, standardised response that bridges the gap between caller and business allows them to be forwarded to the correct person in a satisfying time.
Building A Professional Image
This leads us directly to the professional image, which more often than not is at the discretion of the customer. If a customer gets a good experience from their communication with you, they will deem you more professional.
Being seen as authoritative in your industry, and dealing with matters professionally can work wonders for your reputation. A software solution that directs and responds to customer calls will make your business look more professional as opposed to missed calls or timely attempts to reach the right person within the business.
Stepping away from the customer and shifting our focus to within the business – integrating call centre software can have a positive impact on the productivity of a team. Introducing call centre software into your business offers a full time service to your customers without your team taking hours out of their day responding to queries.
Enhanced productivity is essential for the growth and smooth running of a business – no matter its size. Streamlining urgency through call centre software enables the relevant people in the business to respond to appropriate requests. Making sure the right people answer the right calls, whether it be sales, IT or complaints, a call centre software directs the right call to the right place, allowing the rest of the business to carry on with their tasks at hand.
Omnichannel Contact Centre
At Daktela, we feel strongly about the benefits that call centre software can have on businesses. The omnichannel contact centre is a virtual contact centre software that results in effective reporting, productive employees, and happier customers.
Although slightly different to call centre software, in terms of dealing with more than just telephone queries, this contact centre software is another way of streamlining communications with your customers.
We understand that streamlining and standardising communications both internally and with customers can have a positive impact on businesses, no matter the size, and so we offer the solution!
Omnichannel contact centre goes one step further than other solutions, connecting voice, email, SMS, web chat and social media platforms, so whichever way your customers try to reach you, it is easily managed in one place.
This solution allows businesses to grow through improved productivity and customer experience – two of the top benefits we have explored in this blog!
If you are interested in integrating any of our call centre solutions into your business and are intrigued by what we have discussed in this blog, get in touch!
This type of software can benefit any business, so whether your business is big or small, we would love to hear from you and offer solutions!
You can contact our team by calling 0800 470 2159 or why not book a demo to see just how this solution would work for you?