The Call Center Tools Guide: Which Features Are Essential?

As the frontline of a business, a call center can make a huge difference in how satisfied your customers are. Finding the right call center tools for your call center can help you run a more efficient call center, which will in turn lead to more customer satisfaction

So which call center tools are must-haves? Some of that will depend on the needs of your company as well as your customer base. Read our guide to learn all about the top call center tools available today and which ones you need.

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The Best Call Center Solutions for Small Business

Top Call Center Tools

There are many tools available on the market to choose from. Whether your call center is on-site or remote, the right call center tools can improve the efficiency of your call center, leading to higher customer satisfaction rates.  

Here are some of the top call center tools you need to increase efficiency and customer satisfaction. 

1. Softphone

A softphone is one of the most convenient call center tools at your disposal. But what is a softphone? A softphone is a software application that allows users to make and receive phone calls over the internet using a computer or mobile phone. By logging into your call center software app, you can make and receive phone calls from anywhere you have an internet connection. This allows for your call center agents to work remotely and gives you more flexibility in how you conduct your business. Plus, softphones eliminate the need for physical hardware, which can save you considerable money. 

The Best Softphones for Businesses

2. Predictive Dialer

Another top call center tool to look for is a predictive dialer.  Predictive dialing is a technology that uses algorithms to dial a large number of phone numbers on behalf of call center agents. It predicts when agents will be available and makes phone calls accordingly. Because the system screens busy signals, voicemail, and disconnected numbers, predictive dialing reduces the amount of time agents spend waiting for calls to connect. Predictive dialers help increase the efficiency and productivity of your agents, which can lead to higher volume of calls, shorter wait times, and increased revenue.

3. IVR

Interactive Voice Response, or IVR, is a technology that allows callers to interact with a computerized phone system using voice or touch-tone inputs. IVR systems use pre-recorded voice prompts to provide callers with a menu of options, such as “Press 1 for English. Press 2 for Spanish.” Callers can use their touch-tone keypad or speak their responses to navigate the menu and select the appropriate option. IVR systems route calls to the appropriate department or agent, provide callers with information, such as their account balance, and collect information from customers. IVR systems are essential call center tools because they reduce call center wait times and free up agents to handle more complex issues. 

4. CRM Integrations

Customer Relationship Management (CRM) software is a technology that helps businesses manage customer interactions and relationships. Typically, CRM software includes a database that stores customer information, such as contact details, purchase history, and interactions with the business. Some call center software allows for integration with CRM software. This helps agents assist customers more efficiently. Because data is synced, agents will have a record of previous interactions, making it so that customers don’t have to repeat their problem multiple times. Some call center software, such as Nextiva, even have a screen pop that brings up relevant information automatically. 

5. Call Recording

Call recording is another important tool for many call centers. Call recording is the process of recording and storing phone conversations, typically for quality assurance, training, dispute resolution, and compliance. There are two main types of call recording: active and passive. Active call recording is initiated by the call center agent or supervisor, who can start and stop recording manually. Passive call recording is done automatically and records all calls without any action required. Some call recording includes analytics and reporting capabilities, which can help managers identify trends and patterns in call center performance. It’s important to note that call recording can be subject to privacy laws. Call centers need to ensure they are complying with applicable regulations when utilizing call recording.

6. Call Whisper

Call whisper is a call center tool that allows a supervisor to “whisper” to an agent during a live call without the caller being able to hear the conversation. The supervisor can provide guidance, support, or feedback to the agent during the call, helping improve the customer experience and the agent’s performance. 

7. Automatic Call Distribution

Automatic Call Distribution (ACD) is a technology that automatically routes incoming calls to the most appropriate agent or department based on predefined rules. ACD systems use a variety of criteria to determine the best agent to handle each call, such as: caller identification, call type, agent availability, time of day, or language. 

8. Reporting and analytics

Reporting and analytics are an essential tool for any call center. By tracking specific metrics, such as average handle time, transfer rate, and total resolution time, you can see where your call center is performing well and where it needs improvement. Reporting and analytics tools can be used to help you provide a more customer-centric experience and improve the efficiency of your call center. 

9. Call Scripting

Another useful call center tool is call scripting. Call scripting is the process of creating a pre-written script for agents to follow during customer interactions. The script typically includes a set of questions, prompts, and responses that guide the conversation between the agent and the customer. The goal of call scripting is to ensure that all agents provide a consistent level of service and that important information is conveyed to the customer during the call. Call scripts can also improve efficiency so that calls are handled in a timely and effective manner. Call scripts with an integrated knowledge base can help agents search for answers to specific questions. 

10. Omnichannel Solutions

Gone are the days when phone calls are the only way for a customer to interact with your business. Omnichannel solutions offer your customers multiple ways to contact you–from email and texting to live chat and phone calls. With the right call center software, you can handle all methods of communication from a single platform. 

Omnichannel Contact Center Solutions 

Essential Call Center Equipment

Whether on-site or remote, you’re going to need some essential call center equipment to run your call center:

• Computers: Even if your agents are using softphones rather than headphones, a computer is essential. Whether a desktop or a laptop, your agents will need a computer to access customer information, input data, and communicate with other agents.
• Headsets: Headsets are another critical piece of call center equipment. They allow your agents to talk hands-free so they can input data and access resources. 
• Internet connection: Having a high-speed internet connection is an essential part of any call center. Agents need to be able to quickly load pages and pull up information so that customers don’t have to wait. Plus, a fast internet connection is critical for call quality when using VoIP. If your employees work remotely, you’ll want to ensure that they have access to high-speed internet at home.
• Furniture and workstations: Most call center agents work in a cubicle with a desk, chair, and computer. Ergonomic furniture ensures the comfort of your agents so they can work more effectively. 
• Call center software: Call center software gives you features like IVR, call forwarding, call management, call queuing, analytics and reporting, and much more. You’ll want to find an option that has all the features you need. 

How Does Call Center Software Work? 

Call center software allows your call center to make and receive a high volume of phone calls over the internet. Call center software works hand in hand with VoIP (Voice over Internet Protocol), a technology that transmits phone calls over the internet rather than traditional phone lines. Before VoIP, call centers were restricted to a physical location with expensive on-premise phone systems. With VoIP, you can set up a call center without a physical office for all of your employees. Agents can work remotely and access call center features through a desktop or mobile app. 

Call center software is designed to streamline and enhance the operations of a call center. By automating key processes and providing real-time monitoring and reporting, call center software enables you to provide a high level of service to your customers. Call center software gives you flexibility, scalability, and a number of advanced features that can increase the efficiency of your call center. 

Most call center software works on a subscription model, where you pay a monthly price per number of people using the software. This makes it highly affordable for even a small business. And because the software is cloud-based, deployment can be pretty fast–a matter of minutes or hours rather than days.  

The Best Call Center Auto Dialers & Systems

Finding the Right Call Center Tools

When it comes to call center tools, not all software is the same. There are a lot of options on the market, and sometimes choosing the right call center software for your business can feel overwhelming. The right call center software may depend on your industry, the size of your business, as well the unique needs of your company. As you consider your options, you’ll want to look at factors such as compatibility, customization, ease of use, available features, and total cost of ownership. 

Here are some of the top call center software providers on the market today:

Nextiva

Nextiva’s cloud-based call center software is a unified communications platform that does just about everything your call center could need. With a rich set of APIs, SDKs, and code-free integrations, you can configure the software just the way you need it. Nextiva comes with many advanced features, including call pop, robust analytics and reporting, CRM integrations, IVR, call routing, and more. Plus, you can seamlessly communicate with your customers on a variety of channels to offer the best possible customer service. 

Vonage

Another top provider of call center software, Vonage helps you improve both the customer and agent experience. Vonage has an intuitive user interface for easier agent training and comes with a rich number of call center tools. Some of the top features include CRM integrations, omnichannel communications, virtual assistant, call management tools, and conversation analyzer. 

Verizon

Verizon’s call center software is a powerful tool for organizations looking to lower costs and improve agent experience. With omnichannel communications, CRM integrations, analytics, call management tools, IVR, and call routing, among others, Verizon comes with a robust number of features to improve the efficiency of your call center. 

Aircall

If you’re looking for call center software that’s especially easy to set up, Aircall is a great option. Aircall comes with third-party integrations, real-time monitoring, project management features, click-to-dial, post-call automations, and many more features. 

Your call center is the face of your company and can have a big impact on your reputation. Customers hate nothing more than waiting in a long queue and repeating themselves to multiple agents. The right call center tools can help you run your call center more efficiently so that customers wait less time and talk to the right agent from the start. 

If you’re not sure which call center tools you need, OneStop Communications can help. We work with the nation’s top providers–such as Nextiva, Verizon, and Vonage–and can help you find a plan that suits the unique needs of your business.  We’re based in Atlanta but we serve all of the US including Charlotte, Miami, Orlando, Fort Worth, and more. Contact us for a free quote. 

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The Best Call Center Auto Dialers & Systems

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