Call Center Tracking Software

Call center tracking software

Call Center Tracking Software

Call centers of all sizes often turn to various call center software solutions to help them run their operations. Without specialized call center software, it would be a truly impossible task to try to balance the many variables that make a call center a successful organization.   At the most basic level, call centers must be able to handle calls in the most efficient manner given scarce resources. Certainly financing for the business would be the most controlled resource, but in terms of the day to day operation, time and people are the most difficult variables to control.   Without a call center software solution, contact center managers would need to manually, in a worst case scenario, figure out how to:  

• Staff their call centers during the service window

• Route calls to the most appropriate agents

• Make calls in the most profitable manner

• Divert call traffic to less expensive channels

• Screen callers in terms of their revenue creating value  

Fortunately, call center software is available to assist management in making these critical decisions.  A partial list of such software solutions include:

Automatic Call Distributor (ACD):  An ACD is a call center software solution that distributes incoming calls to a specific group of agents.  Routing is often based on preset instructions within the software, which determine the best available employee for certain types of incoming calls.

Agent performance analytics:  In the early days of the call center business, knowing how long agents spent on calls was a sufficient measure of agent performance; however, the current competitive environment makes it crucial to look at calls in terms of customer loyalty and revenue generation.  As a result, agent performance analytic call center software has been developed to track various data in every customer interaction so that it can be used to Increase service effectiveness while minimizing staffing costs, gain insight into how training, tenure, and reward agent performance.

Customer relationship management system (CRM): A CRM is in its simplest form a powerful call center software solution that is used to gather customer data and transforms it into actionable intelligence.  However, CRMs are much more than call center software.  They can drive a company’s strategy and entire business model depending on the usefulness of the information they provide.

Computer Telephony Integration CTI: This type of call center software allows interactions on a telephone and a computer to be integrated for maximum efficiency.   For example, this type of call center software can associate a caller’s phone number with information regarding buying habits, call history, and depending on IVR call center software options, the specific reason for the call. 

Interactive Voice Response (IVR):  An IVR system is call center software that allows a caller to select an option from a voice menu and interface with a computer system. The call center software is usually designed to play prerecorded messages that prompt callers to press or say a number that is associated with specific call drivers.  One of the major strengths of an IVR call center software system is that the software enables self-service to be low cost option for handling customers.

Predictive dialers: A predictive dialer is a type of call center software that automatically dials batches of telephone numbers to be connected with waiting outbound agents.  This type of call center software is generally used in outbound sales campaigns.  Predictive dialers monitor answers to the calls made and transfers qualified calls to idle agents.  The software discards unanswered calls, disconnected lines, lines in use, answers from faxes, answering machines and other automated services.  Once a person answers the call, the call center software connects the prospective customer with the next available sales representative.

Workforce Management (WFM):  WFM call center software matches staff levels and employee roles with specific tasks.  If used properly, this call center software optimizes scheduling in such a way that labor costs are reduced while not jeopardizing customer satisfaction. WFM call center software increases employee productivity, ensures the best employees are scheduled for important tasks, supports optimal customer service levels and increases profit margins.    

Although there are many more kinds of call center software available in the market, the call center software listed above is among the most commonly used in the industry

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