Top 3 Advanced Contact Center Software Features to Improve Customer Satisfaction
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Gone are the days when manual calling was used by call center agents and manual entries were made in the excel sheets. The manual processes are tedious, slow and error prone. That’s why more and more people have started using Contact Center Solution to fuel up their calling activities along with the benefits of streamlined and well organized records with all required details. This article shares top 3 features of contact center software, which increases customer satisfaction.
Skill based call routing
In any call center or customer care center, it is of vital priority that each incoming call of a lead or customer complaint should get addressed by an agent who has enough knowledge and required skills to handle that call. It means the agent must have matching skill to resolve customer’s concerns. This can increase the first call resolution ration and also decrease call wrap up time, which are two most important scales of good performance in the call centers and customer support centers. The advanced contact center software such as Dialshree provides a feature called, skill based routing. According to this feature, the incoming call will be routed to an agent who has required skills to answer the calls and handle it with the best possible approach.
This is a common fact that a customer likes to talk with an agent who helped him last time. This saves a lot of time explaining the same thing or getting that bond. Also, it contributes in better customer relationship management. The sticky agent feature of advanced contact center software such as Dialshree facilitates callers to talk with the same agent they talked last time. It means the call will be routed and handed over to the same agent every time when possible.
It is a normal scenario in a call center or customer care center that an agent run out of information or expertise to resolve a customer’s concern. It may frustrate a customer, if an agent put him on hold or in a call queue to supervisor. Here the feature, called, whisper, of contact center software can be really helpful. Here, the agent don’t need to transfer the call or put it on hold; he can get mentored by his senior or supervisor, how to handle the request, that too, without acknowledgment of customer. This would create a good impression in customer’s eye that the call center or customer care center has qualified staff because according to the statistics, the biggest concern of the caller is the customer care center staff is not qualified enough or don’t have enough knowledge to resolve their concerns.
These are the top 3 features available in advanced contact center solutions such as Dialshree that help you improve customer satisfaction ratio. There are many more as such features and services which would help you to cater customers in a better way. Contact us for more details and a free demo of the contact center solution.