Uses of Call Center Software

Call center software: Here are a few “musts” when  selecting call center software :-

1. Predictive dialer software: A predictive dialer is used in outbound call center applications, and can be implemented in either hardware or software, but software is cheaper. A predictive dialer is used to automatically call numbers stored in the call center database; identify disconnected numbers, busy signals, unanswered calls and answering machines.

2. Interactive Voice Response (IVR) software: IVR software is used in inbound call center applications, and allows you to setup an interactive set of pre-recorded menu options that a caller can select from, thus alleviating the need for live representatives to handle all incoming calls.

3. Automatic call distribution software: Automatic call center distribution software allows callers who are in a call queue to be routed to a representative efficiently. Such calls can be forwarded to the next available live person or to the most appropriate representative depending on the type and level of call as determined by the caller’s IVR menu choices selected.

4. Flexible database backend: A good database is a must for any call center software system, and this is not the place to skimp. You should be able to sort the contact list by any field to maximize efficiency. The call center database should also allow one to easily import, export, and convert data between different database format from leading vendors as well.

5. Flexible reporting options: Good call center reporting software allows you to view and print call center performance metrics based on customizable date ranges, by call center agent, by service level or any other parameter. Good reporting software can make a call center manager’s job much easier.


2 Responses to “Uses of Call Center Software”

  1. 1 kelwislulu April 18, 2008 at 9:56 am

    Here author tried his best effort to give some uses of the software which is used by the call center like Predictive dialer software, Interactive Voice Response (IVR) software,Automatic call distribution software,Flexible database backend & Flexible reporting options. Here each software is having its own importance as per uses & as talking to IVR which is a telephony technology in which someone uses a touch-tone telephone to interact with a database to acquire information from or enter data into the database.
    In this way this IVR helps much more to gather the data as well as information.

  2. 2 callcenterblogs November 25, 2008 at 5:29 pm

    Predictive diaer software is appropriate for some campaigns, but I find it frustrates, aggravates and annoys more than it assists in getting any good returns on an outbound project. Power dialing or “look & listen” works great, and it gives the market researcher a chance to learn more about the contact.

    How many rings does it take to answer?
    The sheer number of rings it takes for your contact to pick up the phone can tell you a lot about the lead. For instance, you only hear one or two rings and then the president or C.E.O. answers… um… this may be a smaller company than you anticipated. Perhaps it rings 17 times, is picked up by a hurried receptionist, you are placed on hold for 5 minutes, and then brushed off like a horse fly by a militant gatekeeper…this might be a bad time to call. It also lets you know they might have a budget.

    Is there a voice mail recording, or a menu?
    If a large phone tree with staff listings manifests itself, you may have stumbled onto a way to drill deeper into their corporate structure. You could find all of the decision-makers, learn how many departments have menu choices, as well as hear the overall tone of their projected presence. Are they funny? Serious? Do they provide a valuable service or product? Maybe they sound like con artists. Whatever the case may be, you still have an opportunity to learn more about someone you are trying to do business with. Take that chance and run with it.

    A computer or auto-dialer could never unveil this much while doing its job.

    People matter, give them good tools and they’ll create great results.

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