Customer services

4 Call tools to unlock key contact center capabilities

Call center companyCustomers have increasingly large expectations of call center service. After all, the business of a call center is to make and take calls, so… that’s something every call center should be good at!

What you need is the right tool for the job.

We’ve curated four (and then some) such tools to equip your call center with as you face the evolving needs of customers beyond 2020.

1. Call routing tools

When asked, 33% of consumers who left a business relationship did so because personalization was lacking. That clearly tells you why you need to focus on personalization.

That’s something you can achieve with call routing. Call tools that lookup data in your CRM can then use that data to guide each contact to the best resource for their problem.

An automatic call distribution (ACD) system is the fundamental tool when it comes to routing customers. Data from the CRM (or any system of record) means you can route based on language preference, customers lifetime value, live Helpdesk tickets and more.

2. Virtual queuing tools

Customers hate waiting in a queue. You do, I do, everyone does. So it’s no surprise that long queues are one of the biggest drivers of call abandonment. And you know what call abandonment leads to? Customer churn!

What’s really frustrating about this situation is that there’s a solution that any contact center can implement.

Virtual queuing systems offer customers an alternative to waiting on hold; they can simply hang up the phone and wait for you to call them back.

This makes the wait a *lot* easier to bear. There’s no annoying hold music or repetitive messages. The caller can do whatever they want while they wait.

And all you need its a good outbound calling strategy. Which brings us to the next call tool on the list.

3. Outbound call tools

There are plenty of reasons to make outbound calls to customers. For example, pre-emptive contact center service is a good way to keep customers happy and loyal.

You may also want to reach customers who call but then drop out during the queue. This is especially useful for VIP customers who are likely to expect a higher level of service.

With simple automated tools, you can keep track of who drops out and automatically place outbound calls to them.

This is a good way to maintain a loyal customer base. Often this happens through a smart integrated system that collects all incoming call data and schedules a call-back when your agents are available.

4. Actionable insights capabaple tools

Let’s look at two scenarios.

First, a business that doesn’t pre-identify callers, meaning agents have to start each interaction by figuring out who they’re talking to.

Second, a business that looks up the numbers of callers in the CRM to pre-identify them. These businesses start each call knowing who’s calling, what they’ve purchased and why they’ve called in the past.

It goes without saying that the second business has a major advantage. They get shorter calls, more natural dialogue and more informed agents.

(They also get better opportunities to cross-sell to customers!)

Extra call tool: Customizable call flows

Businesses are well aware of the benefits that come with IVR phone systems. But they’re equally aware of the major drawbacks – IVR systems are often tough to adjust and need fairly regular maintenance.

So imagine creating your own call routing and call flows without the technical programming associated with software customizations.

A No-Code automation tool goes a long way towards keeping customers happy and your agents working at peak performance.

Purchasing each of these tools separately would take a significant chunk out of your budget.  However, with No-Code tools, each of these processes is possible within a single platform.

A post by Kidal D. (4690 Posts)

Kidal D. is author at LeraBlog. The author's views are entirely their own and may not reflect the views and opinions of LeraBlog staff.

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