15 Top Features to Look for in the Best Call Center Application Software

Customer satisfaction hinges on delivering exceptional service during every interaction. For call centers, adopting advanced software features is mission-critical to efficiently provide this level of service. This article explores the top 15 capabilities to prioritize in your search for the ideal call center application.

The Growing Importance of Customer Service

With 96% of customers citing service quality as an essential factor influencing their choices, the stakes are sky-high. After just one negative experience, 40% of American consumers will sever ties with a company.

Call centers are the frontline for customer interactions, so choosing software with robust features is a must. But which ones really move the needle on satisfaction and operational performance?

Key Metrics for Evaluating Call Center Success

When assessing software, start by considering desired outcomes. Key indicators of call center effectiveness include:

• First call resolution rate: The percentage of inquiries resolved in the first interaction. Industry leaders boast 80-90%.
• Average speed of answer: The average time before calls are answered. Top centers connect 80% of calls within 20 seconds.
• Customer satisfaction scores: Metrics like CSAT reveal how callers perceive their experience. Aim for scores of 80% or greater.
• Net promoter score: Would callers recommend your company to others? Top NPS ratings are 50+ on a scale of -100 to 100.

To reliably achieve these targets, call center solutions software with robust routing, analytics, and workforce optimization abilities is a must-have.

Advanced software empowers call centers to excel on these KPIs. Let’s explore the top features to drive customer satisfaction.

1. Interactive Voice Response (IVR)

IVR systems allow customers to self-serve for basic requests like checking an order status or account balance. After calling in, an automated menu prompts callers to use their touchpad or voice to select desired options without waiting to speak to an agent. This boosts efficiency for high-volume, repetitive inquiries.

IVRs also enable call routing and queuing. Based on a caller’s menu selections, the system transfers them to specialized departments or skills groups. Queue messaging keeps callers engaged if wait times exceed thresholds.

2. Automatic Call Distribution

Automatic call distribution (ACD) dials available agents when new calls arrive and intelligently distributes them based on factors like language proficiency, expertise, and workload. This enhances the customer experience by reducing hold times and accelerating first-contact resolution.

Sophisticated algorithms balance assigning calls based on who has been idle the longest, is due for a break, or is best suited for that particular customer. This drives service quality and agent productivity.

3. Call Recording

Recording customer calls allows quality management teams to review interactions for agent coaching and training. Evaluating real conversations identifies strengths to leverage and opportunities to improve.

Recordings also provide undisputable evidence if customers later make inaccurate claims about conversations. Supervisors can re-listen to verify services or advice previously provided.

4. Screen Recording

Complementing call recording, screen recording captures agents’ desktop actions, mouse movements, and program/database usage during customer interactions.

By evaluating screen activity in tandem with call audio, managers gain insight into areas for targeted coaching like data entry efficiency, following procedures, or accessing knowledge bases.

5. Computer Telephony Integration (CTI)

CTI integrates telephony abilities directly into business applications for streamlined workflows. For example, caller ID automatically queries and displays customer information on the agent’s screen before they answer the phone.

By consolidating applications, CTI also enables click-to-call features. Agents can automatically dial customers by clicking phone numbers in a CRM record.

6. Power Dialer

Power dialers automate outbound calling by selecting numbers from a pre-loaded list and calling them when agents are available. This eliminates manual dialing and accelerates call pacing.

When a live contact is reached, the power dialer connects the call with the next available agent. This avoids downtime from manual re-dialing of unanswered calls.

7. CRM Integrations

Integrating call center software with customer relationship management (CRM) platforms provides agents with a unified desktop. This creates a single view of all customer interactions and data across channels.

With this holistic perspective, reps can reference previous case details, service history, purchasing trends, and other insights to personalize engagements.

8. Live Call Monitoring

Call center supervisors can silently monitor agent calls in real time without being intrusive. This allows them to immediately catch opportunities to assist agents with challenging customer situations via call whispering or training follow-ups.

By identifying areas for improvement sooner, live monitoring drives higher first-contact resolution rates and customer satisfaction.

9. Call Whisper

Call whisper allows supervisors to speak directly to agents, providing tips, instructions, or resources without the customer hearing the exchange. This equips reps with on-demand expertise during calls.

Whispering approved messaging improves issue resolution speed without requiring potentially frustrating call transfers.

10. Analytics and Reporting

Robust analytics transform call center data into actionable business intelligence. Interactive dashboards track KPIs like call volumes, wait times, and service levels in real time.

Historical and trend reporting also uncover improvement areas by reporting on peak calling periods, common issues, agent performance, average handle times, and more.

11. Omnichannel Engagement

In addition to voice support, leading call center software also enables omnichannel customer engagement. Options like SMS, web chat, social media, and messaging integrate into a universal queue.

This provides users with consistent support across their channel of choice. A shared knowledge base also unifies the brand experience.

12. Smart Routing

Intelligent call routing factors in multiple variables to determine the optimal agent for each caller. Signal detection can identify high-value customers based on past spending or loyalty status and fast-track them to premium reps.

Rules engines apply criteria like language, location, and past service history to drive more personalized, efficient engagements.

13. Speech Recognition Software

Integrating speech recognition and natural language processing allows the IVR system and live agents to engage customers conversationally. Callers speak requests in natural language instead of pushing touchpad keys.

This speeds up self-service and enhances call interactions. Voice biometrics verify callers by analyzing speech patterns for security.

14. Workforce Optimization (WFO)

Workforce optimization (WFO) solutions unite call recording, quality management, coaching, eLearning, forecasting/scheduling, and performance analytics on a single platform. This enables data-driven refinement of processes across the entire agent lifecycle.

WFO empowers managers to continuously optimize both the individual contributor experience and collective service delivery.

15. Cybersecurity

With access to sensitive customer information, call centers must prioritize security. Leading software providers offer safeguards like TLS and SRTP encryption, role-based access controls, remote access limitations, SOC2 compliance, and data privacy certifications like GDPR, HIPAA, and PCI DSS.

Regular third-party auditing of security protocols instills confidence in clients by providing protection of their data and brand reputation.

Making the Right Choice for Your Call Center

While every organization has unique needs, this list provides a blueprint of the capabilities modern call centers require to deliver phenomenal customer experiences.

By selecting software that encompasses your must-have features and prioritizing capabilities that address current pain points, you’ll be empowered to drive higher satisfaction while controlling costs. With the right solution, your call center will become a true competitive differentiator.

Frequently Asked Questions

1. How can I calculate the ROI of implementing advanced call center features?

Track metrics like first call resolution, talk time, and customer satisfaction before and after implementation. Compare software costs to efficiency gains through faster call handling and improved CSAT performance.

2. Which is better: cloud or on-premise call center software?

Cloud solutions offer easier scalability, built-in resiliency, and lower startup costs but can have limited customization. On-premise enables personalization yet requires more IT infrastructure. Assess your needs.

3. How can these features improve customer satisfaction?

Faster call routing, first-contact resolution, fewer transfers, omnichannel engagement, and speech integration optimize interactions while recording and analytics foster continuous improvement.

Conclusion

Selecting the right call center software equipped with robust capabilities is essential for delighting customers, empowering agents, and gaining a competitive edge. While evaluating solutions, keep top features like IVR, intelligent call routing, insights-driven analytics, and omnichannel engagement front of mind. By leveraging technology purpose-built for call centers, you’ll be well-positioned to drive productivity, service excellence, and lasting customer relationships for years to come.