Learn what is Call Management System, Is it beneficial for your business?
What is Call management?
Call Management is all about handling phone calls incoming and outgoing of an organization. It includes tools and methods to make sure calls are managed well, improve customer service, and make communication smoother overall.
The process of call management can be as basic as having all phones ring at once on everyone’s desk, or it can be as advanced as directing a call to a specific agent based on an analysis of the customer’s issue.
Call management covers a range of tasks including call routing, monitoring, recording, and analysis. It’s crucial for maintaining excellent customer satisfaction, improving operational efficiency, and boosting overall business performance.
What factors contribute to the increased significance of call management in contact centers compared to call centers?
Call management holds greater importance within contact centers compared to call centers due to the extensive array of communication channels and services integral to contact center operations. While call centers primarily concentrate on telephone interactions, contact centers engage with customers across various platforms, including email, live chat, social media, and self-service portals. Navigating this diverse range of channels necessitates a holistic and integrated approach to call management. Below are three key reasons illustrating why call management is more critical for contact centers than for call centers:
- Multi-Channel integration: To make sure customers have a smooth experience, contact centers need to handle conversations across different channels smoothly. They use special software that helps manage calls and messages from various platforms all in one place, making things easier for both customers and agents.
- Omnichannel analytics: Call management within contact centers extends beyond mere call monitoring, encompassing the comprehensive analysis of interactions across various channels. This encompasses data derived from phone calls, emails, chats, and social media engagements, facilitating the extraction of valuable insights into customer behavior, preferences, and emerging trends.
- Proactive customer engagement: Contact centers often reach out to customers through surveys, appointment reminders, or promotions. Good call management helps them run these outbound campaigns smoothly, organize customer information, and see how well campaigns are doing. By being proactive, you can strengthen relationships with customers, find potential leads, and make your business grow.
Essential features of call management
Call management system has features like call hold, mute, call transfer and blocking.
There are eight primary features you should look out for in your call management solution.
- Auto conferencing: With audio conferencing, supervisors can listen in on campaigns and agent interactions as they happen. This means they can jump in to help with tough calls, give live advice, and steer campaigns to improve first-call resolutions. Because multiple agents can join these calls, it’s a breeze to train and onboard new team members. This saves supervisors a ton of time while making sure everyone gets the support they need.
- Automatic call distribution: Automatic call distribution is like a smart traffic controller for your calls. It directs incoming calls to the best-suited agent based on things like who’s available, their skills, what campaign they’re working on, and what the customer needs help with. This way, customers get connected to the right person quickly and efficiently.
When agents are busy, ACD jumps in and sends the call to the next free agent. This keeps customers from waiting too long, so they get help faster.
- Auto Recording: Auto Recording is a feature that helps your organization record all the incoming and outgoing calls without any external efforts. Saved Recording can help you to check employee performance.
- SMS Tracking: SMS tracking helps you to keep a track on all the messages send and receive by your employee.
- Interactive voice response (IVR): Interactive Voice Response (IVR) is like a virtual assistant over the phone. You can press buttons or speak to it to do things or get info. Customers can use it to handle stuff on their own until they’re ready to talk to a real person, who’s like the first stop when they do decide to call.
- Advanced speech recognition: Advanced speech recognition (ASR) is like magic for your voice. It turns what you say into written words or commands. When it teams up with interactive voice response, it makes things even smoother for customers. This tech gives chatbots and other customer tools the power to understand and respond to human speech, making interactions a breeze.
- CRM Integration: CRM integration is like having all your customer info neatly organized in one place:
Customer data: This includes call records, what they’ve bought before, and what they like. Marketing info: Like leads, campaigns, and interactions on social media.
Customer support stuff: Such as tickets, feedback, and surveys.
- Call analytics: Call analytics breaks down your business calls in real-time, giving you insights like how many calls you’re getting, how long they last, how they turn out, how quickly you respond, how well your agents perform, and spotting any trends or patterns.
AI powered Kit19 Call Management Tool
Kit19 is one of the best AI powered Call Management Software that provides best in class CRM. You can book a free demo. Our experts will also guide you is it better for you to take CRM for business or not.