The Best Call Center Solutions for Small Business

Between the costs of hardware and setup, a call center may seem unattainable right now for your small business. However, there are actually a variety of call center solutions for small businesses that won’t break the bank. In fact, recent innovations in technology make it so all you need is an internet connection to set up your call center.

With so many affordable options for your small business, you can set up an omnichannel contact center, which is what many companies are moving toward today. With call center solutions for small businesses, you can reach your customers via text, phone, email, live chat, social media channels, and more, all the while scaling the service to your unique needs.

Wondering about the best call center solutions for small businesses? Read our guide to find out which key features your call center needs and our top picks for call center software.

What is Call Center Software?

Traditional call centers require the purchase of expensive hardware and the costly installation of lines. Customer service platforms are a separate purchase from the phone equipment. Plus, a dedicated IT department is needed to keep all the equipment functioning. It costs a lot of money to run a call center like this. While many companies are still working with legacy call center equipment and lines, the cost is prohibitive for most small businesses.

On the other hand, call center software is a single platform where you can reach customers, whether over the phone or via text. Typically call center software is managed in the cloud. While you might purchase specific phones for your call center, all you need is an internet connection and an internet-capable device. This opens up many flexible options for your small business call center. You don’t have to rent office space for your call center. Additionally, you can hire remote employees to work from anywhere in the world.

Call center software gives you the flexibility and scalability you need for your small business. You’ll be able to communicate better with your customers, which in turn improves customer satisfaction and customer retention. As your business grows, it’s easy to add lines, an option that is difficult and expensive with traditional call centers.

Needed Call Center Features for Small Businesses

While there are many call center solutions for small businesses on the market, they are not all created equally. When you’re shopping for call center software, look for these key features.

Scalability: Scalability is the ability to add more lines or downsize. Traditional call center hardware is very difficult to scale. The best call center solutions for small businesses will make it easy for you to add lines at the touch of a button.
Omnichannel capability: Omnichannel capability allows you to reach your customers in their preferred way, whether it’s over the phone, text, or live chat. The best call center solutions will bring all your communications channels together in one platform for your ease of use.
Self-service: Helping your customers help themselves improves the customer service experience. Adding a chatbot to your website cuts down on the number of calls your call center receives, allowing your agents to focus on the customers that truly need your help.
Analytics: The best call center software offers in-depth analytics to help you track KPIs, such as answer time, call resolution, and call volume over time. Analytics are essential to running your call center. Analytics let you track your team’s performance and make data-based decisions to improve your call center.
Call transcriptions: As a manager, you can’t listen in to every single call. It’s simply impossible. But monitoring your agents for quality assurance is important. Call center software with call transcriptions lets you scan through calls to identify areas where agents are succeeding as well as areas for improvement.
Phone routing: Look for call center software that gives you call routing options, such as round robin and skills-based routing. With customers reaching the right agent from the get go, customers are more satisfied with their experience and more likely to be repeat customers.
CRM integration: Your customer relationship management software helps you track all interactions with a specific customer, which in turn helps you better serve them. Look for call center software that allows you to integrate your CRM with the platform. With no need to switch between platforms, your agents can more efficiently help your customers.
IVR: Interactive voice response, or IVR, is an electronic or pre-recorded menu that customers interact with to be sent to the appropriate department. IVR is an essential feature to look for in your call center software.

Best Small Business Contact Center Software

Now that you know what features you need for your call center, you’re probably wondering what the best call center software is. That’s why we’ve put together this list of our top picks for small business call center software.

Nextiva:

Our number one pick for call center software is Nextiva. From advanced analytics and reporting to crystal-clear voice, Nextiva has just about everything your small business call center needs. Some of our favorite Nextiva features include call pop, which brings up customer information at the start of the call, and real-time suggestions and conversation analysis.

Dialpad Ai:

Dialpad Ai is another excellent option for small businesses. With a huge variety of integrations, you can access all of your software in one platform. Call transcriptions, call recording, and Real-Time Assist cards are just some of the features that benefit you and your agents. Plus, IVR and call routing are simple to set up.

UJET:

UJET is a newer provider, but don’t let that dissuade you. UJET’s platform is focused heavily on omnichannel communications, letting you bring all of your channels together. Some key features of UJET include CRM integrations, video and photo sharing from customers in live chat, and mobile app embedding.

Five9:

Five9 is an established call center solution we love. Some key features include predictive dialing, upselling screen pops, and management tools. Set-up is so easy that even someone without much technical knowledge can administer the system.

LiveAgent:

LiveAgent integrates all channels of communication into a single inbox. With an intuitive user interface, LiveAgent is easy to use. And with a huge variety of features, you’ll be able to get everything you need for your small business call center. Some key features include automated routing, screen sharing, ticket management, and collaboration tools.

Freshdesk:

Freshdesk, which used to be called Freshcaller, offers call center solutions for small businesses, with key features like advanced call routing and voice-activated IVR. Live dashboards let managers monitor their agents, and both call transcriptions and call recording help you ensure quality assurance. Freshdesk offers a free plan, which is especially useful for small businesses. As your call center needs grow, you can upgrade to higher plans for more features.

Avoxi:

Avoxi is another excellent call center solution for any small business. With an easy-to-use platform and crystal-clear voice quality in over 170 countries, Avoxi lets agents make calls from both their mobile app and a softphone. Avoxi can handle both inbound and outbound calls and lets you acquire local numbers to better serve your customers. Key features include 24/7 support, CRM integration, and easy set-up.

Why Having the Right Small Business Call Center Software is Important

VoIP (Voice over Internet Protocol) and cloud software has changed the game for call centers. But choosing the right call center software is essential. You need features that will help you serve your customers and grow your business at a price you can afford.

Some call center solutions offer a one-size-fits-all approach. But your needs depend on both your industry and your customer demographics. You need solutions that will grow with you and allow you to tailor your communications channels to your customer preferences.

If you’re feeling overwhelmed with all the options, don’t worry! One-stop communications has you covered. We work with the country’s best providers. Let us help you find the right call center solutions for your small business. We serve the entire Southeast including Atlanta, Orlando, Miami, and Alabama including Birmingham. Click here to get your free quote.