Telecalling software enables your sales and support team to make a lot more calls. They also help you manage and track your agents’ productivity and performance.
They offer features such as auto-dialing, IVR, routing, and call recording. They can also be integrated with CRMs and other tools to streamline operations.
Auto-dialing
Auto-dialing is a feature that many telecalling software solutions provide. It helps businesses automate the process of calling potential customers and current ones for various reasons.
Auto dialing works by collecting a list of phone numbers from a database and automatically dialing them one after the other. This system also knows how to handle busy signals, voicemails and answering machines.
It can be a great way to save agents time and improve their productivity while working on outbound campaigns. However, you need to ensure that your telecalling software supports this feature.
Auto-dialing requires a computer, a regular or VoIP (voice over internet protocol) phone line and a voice modem. A good auto-dialer software will have an interface that allows you to upload your contact database, set call flows and assign agents.
IVR
Interactive voice response (IVR) is a feature that can help customers input their concerns and route them to the right agent. This helps reduce call waiting time, increase first contact resolution and decrease abandonment rates.
IVR also saves your business money on high call handling costs by avoiding long hold times and transference to multiple departments. IVR will identify each caller based on preset criteria and reroute them to the correct agent.
It is important to test your IVR system extensively before it goes live. This will allow you to determine if the customer flow is effective and whether your touch-tone options are easy to navigate.
Routing
Call routing is a critical part of the customer experience. It connects customers to sales and support representatives that can quickly solve their problems or answer their questions.
Routing software makes it possible for businesses to distribute calls according to preset criteria. This can include time-based routing, skills-based routing, or round robin routing, among others.
The goal is to ensure that each incoming call gets to the right person at the right time and that agents don’t become overloaded. This prevents your business from losing valuable customer and employee time.
In addition to directing calls, routing also helps improve your company’s workflows and efficiency. The right software can help your staff focus on the issues they’re most skilled in handling, which means your customers will be served quickly and accurately.
Call recording
Call recording is a feature of many telecalling software solutions. It can help companies to monitor the quality of customer calls and make intelligent adjustments to ensure a positive experience for customers.
Businesses can also use call recordings to resolve disputes between customers and employees. This helps to prevent any misunderstandings from happening in the future and ensures regulatory compliance with state or federal laws.
Call recording systems for small business often include encryption and masking functions, so that sensitive information is protected while it’s in the process of being recorded. This can help to ensure compliance with PCI and MiFID II standards.
Reporting
Telecalling software allows you to collect and store the data records of all calls made and received. These are called Call Data Records (CDRs), and they are essential for billing purposes.
These are collected and stored through the software, which is connected to your phone system (also known as an IP-PBX). This can be done on-premises or in a cloud environment.
These systems can help you gain a complete view of your business and its operations through reporting. They can be used for various purposes, such as identifying problem calls, optimizing wrap-up time, and reviewing call handling techniques.
