Call Center Software

What is call center software?

Call center software or contact center software aids the call center agent by recording, auditing, and analyzing contact center calls for agents' performance, business intelligence, and their daily activities. Call center software even provides a platform for contact center  auditors to audit calls manually and send reports from the same platform. It even provides an AI-powered score and analyst data about the call performance along with crucial business data.

An intelligent call center software is one that is integrated with machine learning technology that can learn and evolve to serve your customers better. This is the only way to truly improve your call center performance and deliver a high-quality service to your customers. This is why our call center software uses a machine learning algorithm to record and analyze every call made through any platform, making it possible for your agents to provide an exceptional experience to every customer. This software can identify patterns in customer behavior and use that data to tailor their communication with customers.

Aircall employed call center software to improve their call centers' efficiency

AirCall is a powerful cloud-based business phone system and call center solution provider to over 5,000 companies worldwide, such as Hostmaker, Adyen, and SendCloud. Having 100 suppliers across the globe, it became difficult for them to get visibility over connectivity and audio quality concerns as expressed by Strategic Project Manager of Aircall, Paul Rousselle, that their primary focus was improving call quality for their customers, but  they couldn’t monitor the quality provided by their various partners.

They decided to integrate a call center software that could record, transcribe, analyze and store it over a cloud platform. Post integration, Aircall can now monitor carriers across their global infrastructure, identify issues more efficiently, and get changes done as the problem arises.

Aircall now proactively monitors calls and routes. Working closely with the suppliers, they defined a proactive alert mechanism about outages.

The solution also provides Aircall with robust comparable data to support their future business decisions with their existing carrier partners. Proactive monitoring allows Aircall to quickly detect potential customer-facing issues before there is a customer impact.

The duration of issues is also vastly reduced not only by identifying them sooner but by providing the information to resolve them quickly.

Why get call center software?

Call center software can disrupt completely or partially the repetitive and time-consuming manual inefficient call center operations. It can improve the daily operations, decision-making, and overall performance of the call center’s output. The call center industry is, anyhow, here to stay, as to get their query resolved faster, customers still prefer contacting the contact center of that organization.

That is, doesn't it make sense to improve the efficiency of every vertical in the contact center with the help of a contact center solution.

Help agents 

Want to ensure your call agents are able to finish their calls on time and with minimal problems? 

Getting call center software can make their amount of work more manageable, so they’re not stuck in piles of paperwork every day. This system will keep track of all the incoming and outgoing calls that come through via using features such as audio recordings, quick call audits, and AI-powered customized reports. It also helps by structuring an extensive resource library for future use or search reasons.

Help auditors

Auditors end up having to switch between multiple platforms for fetching the recordings, auditing, and then finally auditing the conversation based on the ten parameters. Sounds familiar?

With AI-powered call center platforms, auditors can do all this from the same platform and compare it with the ai-powered call score and analyst data created. 

Help Managers

Keeping a tab on the daily activities of every agent on the floor can be difficult for the manager. To know how many calls and emails every agent is making every day? What are they talking about? are they responding appropriately to all the queries?

With an AI-powered call center software, you get an X-ray of the daily activity of every agent and their daily call performance based on their response, interruptions, and other custom parameters based on the contact center audit needs.

Now before you employ AI-powered contact center software for your call center. Under your needs.

Types of call center calls - Inbound calls and Outbound calls

Outbound calls

Outbound calls are usually made in an attempt for sales, collection, and feedback. Here contact center agents have given a list of leads or else called potential customers, which they call throughout their day while also keeping a manual record of every conversation.

Depending upon the profile function, the number of calls per agent may differ.

Inbound calls

Majorly receive calls about queries, complaints, and product inquiries. Here there is no calling from the agent side but majorly receiving the calls when any existing or potential customer may call. It can be for appointment booking, product inquiries, service-related queries, etc.

Inbound calls are pretty simple, but you need to understand the strategies of inbound calls to excel in the contact center

Outbound calls strategy

There are numerous strategies that can be employed to make your outbound calls more effective. The right strategy will depend on the objectives of your business and the nature of your outbound calling program. If you have not committed to an outbound call strategy, take some time to think about your goals and priorities. Do you want to maximize the number of outbound calls you make? Or do you want to sell more products or services through your outbound calling program? Don’t worry if you are not sure. 

The best way to decide on a strategy is to generate several options, test them, and see which one is most effective. Once you have your strategy in place, you can create a realistic call schedule and training program for your callers.

Using AI-powered call center software for outbound call strategizing

Understanding the audience

Using an AI-powered call center software like Convin that can analyze calls for customer intelligence, changing buying behavior, and new trends. So that your team can create a call center script that resonates with the customers and prospects, you can even create a buyer’s persona to help you with customer-centric outbound strategies. 

Competitive intelligence

AI-powered call center software also runs alerts and lists down whenever any detail about the competitor is uttered during the conversation. It lists down details about their pricing, features, offerings, USPs, etc., from the conversation, so you don't have to employ additional resources to uncover these data.

For creating outbound content

Using Convin, you can uncover unique selling points, competitor differences, and customer pain points and use them to create content that better resonates with the customers. So that you can use this content to keep your lead warm and convert to customers finally.

Now that we understand what you can do with call center software. Let us get into what Convin’s call center software can do for your company.

Convin’s call center software improves closure rate by 25%

Convin’s call center software comes with two options for businesses; one which automatically monitors the conversation for quality and the other designed specifically for contact center call auditors, i.e., manual quality assessment.

Convin’s automatic quality assessment solution automatically asses the call for custom parameters like call interruptions, responses, talk points, etc., and scores the call performance while generating a detailed report about the call. Using Convin, contact center agents can get instant feedback and improve their performance call by call. Convin’s call center software removes the hustle and bustle of waiting for weeks to get one call feedback. And it even reduces the time taken by auditors to audit a single call, which would usually take 2-3 hours per call.

Convin even automates the call training for contact center agents by analyzing the calls. It assesses the call for skill gap and provides agents with call recordings from the call library for training.

Convin’s manual quality assessment gives auditors a platform that they can use to audit all the contact center calls and send reports from the same platform without the hassle of changing platforms for different tasks. 

Convin sentiment analysis even provides the agents and management with proactive alert and red alert whenever a call is going off course of its aim or something negative is happening in the call.

Convin’s call center software is an agent assist platform that helps them uncover skill gaps, competitive data, and customer behavior and even automatically trains contact center agents to train for facing the call center challenges.

How does Convin’s call center software work?

Convin’s automated call center software is easy to deploy and easier to use. 

Step 1: Integrate
Convin easily integrates with your calendar, dialer, cloud telephony system, and video conferencing platform, along with Slack and CRM. Using the calendar meeting link, Convin automatically joins the meeting to record it.

Step 2: Record
Then it starts eavesdropping on your conversations and even records them - how shameless?

Step 3: Transcribe
After recording the call, Convin transcribes the entire conversation - that means no more note-taking.

Step 4: Analyze
Convin analyzes on the basis of custom parameters and then highlights for you the call insights like; topics discussed, queries, feedback, call performance score, soft skills, actionable items, etc.

Step 5: Share
‍Remember integration with your Slack. And CRM?
Convin readily shares the insights directly to mail, and Slack and logs the data in the CRM.

Convin’s Call center software is completely secure

We at Convin understand how important customer and call data security is; that is why we ensure your data is completely secure and safe with our in-house transcription and NLP engine. We ensure call data security:

• Secure login and monitoring
• Hosted on AWS
• SSL data encryption
• Role-based access control
• Enterprise-grade application monitoring
• GDPR compliant meeting recording

Convin, as of now, supports English, Hindi, and Hinglish. And it takes less than a week to get us onboarded, so don’t wait, ask for a demo now!