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Modern Call Center Software Customer Care Centers .pdf


Original filename: Modern Call Center Software-Customer Care Centers.pdf
Author: Ash Vyas

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How Modern Call Center Software Benefited The Customer Care Centers?
Customer care centers are important to any industry as it caters the dynamic need of the customers. It
also helps in resolving the concerns of the customers and lead them to the right solution. As good the
customer care center is as good the business because as per an old sales proverb, “a happy customer
works as an unpaid sales force for your company”. This is the reason arming your customer care center
with the advanced tools and technology is must. One of such tools, using which you may impart
maximum benefits for your customer care center is, “Call Center Software ”.
The call center software has taken a leap in offering the features, which can be really beneficial to the
customer support centers. The modern call center software touches each part of a customer support
center to ensure best-in-class services.
Advanced Tools for Supervision and Monitoring
One of the vital job of any customer care center is supervision of the tens or hundreds of agents and the
way they treat the callers. A single reply with an outburst by an agent can impact the whole “Brand”
adversely. Thus, screening and monitoring is the necessity. The modern call center software is
furnished with the different tools which makes the supervision easier. Some of the features are briefed
below:


Live Call View: The admin can see the detail of the ongoing calls in real time.



Barge in: Listen to the conversation of any agent with the caller without any intimation or
acknowledgment to the agent or caller.



Call Recording and Playback: The calls can be recorded and played back for further screening
and call quality monitoring.



Custom Reports: The supervisor can generate the custom reports to check the performance of
different agents. The reports will aid to filter out details like skills of the agents, who take the
least time in resolving a query, who take maximum time in a call, who get positive or negative
review, who need to take help of senior, etc. These reports will further help in taking the
improvement options and training sessions.

Enhanced Training Tool
The modern call center software offers many features which can be used for coaching the agents to
perform better. For example, the features available to the supervisors can be used to train the staff in a
way that their weak points fade away and their strengths get consolidated. There are a few specific
tools in favor of a call center agent training such as:



Coaching, in which the supervisor advises the agent how to answer the client concern without
acknowledgment of the caller.



Script to prompt agents about the standard welcome speech to be given. It can be further used
to provide a complete script for conducting the call more gracefully.



Call Recording and Playback: allow your agents to listen their recorded conversation with the
caller and find out the loopholes. It is one of the best techniques for self learning.

Remote Access
The modern call center software can be accessed remotely via a mobile application or a web browser.
This will not only allow you to give the flexibility to your staff to work remotely, but will also ensure
that you may impart the added benefits of reducing the operational costs and gain the benefits such as
24*7 client service availability.
The modern call center solutions have many more benefits which can take the customer care center to
the next level of success.
We offer custom call center solution development based on customer requirements. To discuss your
requirements, drop an email to our Marketing Manager, Ashvini Vyas, ashvini.vyas@ecosmob.com


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