Why should you use call center software?

How does call center software
work in the new, modern world of service?

From a technical perspective, call center software is an application hosted on a server or cloud platform.
The application consists of different modules that work together to enable call center management.

This is how modern call center software works:

1. The caller dials the call center number and is automatically routed to the Automatic Call Distribution (ACD) engine, which is responsible for receiving incoming calls, evaluating them, and routing the caller to an available agent. The ACD engine uses various algorithms based on factors such as agent availability, agent skills, and customer preferences.
   
2. If no agent is available, the caller enters one of the ACD system’s queues. After a short time on hold, the caller is presented with several alternatives via a voice menu system called Interactive Voice Response (IVR).
   a. Scheduled Callback: The caller schedules a callback directly in the queue. These scheduled callbacks are determined based on the call center’s capacity. The call center software then connects the caller to the available agent in a timely manner.
   b. Virtual Wait / Courtesy Callback: The caller reserves the next available callback and hangs up. The software waits on behalf of the caller for the next available agent. The customer is then called back as soon as possible.
   c. Option to wait: The caller can also choose to stay on the line and wait.
   
3. Call handling and monitoring: Managers can monitor calls in real time to ensure that the caller’s request has been understood and handled correctly. Call center software allows managers to provide real-time support and coaching.
   
4. After concluding the call, the Reports function offers data and analysis on various aspects of call center management, such as call volume, average wait time, abandonment rates, customer satisfaction and more.

Fig. 1: How does call center software work?

What challenges do call centers currently face?

1. Call centre software allows you to actively manage poor KPIs in terms of calls handled, service level, first response time, call duration, repeat calls, and abandonment rates and implement corresponding measures based on your objectives. The combination of call centre software and consulting takes KPIs to a new level and impresses management, employees and customers.
2. Increased cost pressure due to rising personnel costs, a high degree of fluctuation or the use of external call centres affects us all. However, a positive customer experience doesn’t always mean spending more money. Call centre software optimises queues while at the same time offering major cost advantages and a significant increase in efficiency.
3. Call peaks and excessive call volumes often outpace team capacities. ServiceOcean is rethinking workforce planning. Now, call volume can be adjusted to the available employee capacities. Our software cuts abandonment and repeat call rates in half by offering scheduled call-backs. Peaks are smoothed out.
4. Long queues result in low numbers of calls handled in your call centre and have a negative impact on efficiency as well as on customer and employee satisfaction. With call centre software, long queues are replaced with intelligent scheduled call-backs or virtual call waiting. Calls handled are increased by up to 38%.

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