Call center software is an application to manage customer relations by telephone calls in an effective and efficient manner. The call center software is supported by advanced features such at the Automatic Call Distribution (ACD), the Interactive Voice Response (IVR), routing agents and many more, in support of existing call center services.
Choosing a call center software is paramount to improving the quality of customer service in your company. Mekari Qontak’s call center software is easily integrated with various other softwares to support customer service activity. Additionally, Mekari Qontak’s cloud-based call center software is accessible anywhere, including smart phones and other portable devices.
CRM Call Center is call center software that is integrated with the CRM system. It saves incoming and outgoing calls automatically.
CRM call center allow businesses to monitor customer support teams’ performance. It is because all interactions with customers are stored in one database, including the activities of the CS team.
On the other hand, interaction history also makes it easier for the CS team to understand customer needs. It’s easier for them to convert customers via telemarketing CRM.
Is call center and BPO same?
No, it’s different. The key difference is that a call center is focused on resolving customer queries; it is a subset of a BPO company and usually involves only phone work. Meanwhile, a BPO company performs back-office tasks for any business like customer support or accounting functions, whereas a call center company handles just telephone calls.
What is the main job of call center?
Call center representatives are responsible for responding to every customer call, listening to customer problems, and solving them. Representatives also have to make sure customers get the help they need quickly through inbound and outbound phone conversations with them.
What does POC mean in call center?
A point of contact (POC) is the individual or department responsible for communicating with the customer. They serve as information coordinators and organizational representatives in an activity or project.
Their role is to maintain better customer relationships. POC also helps to increase brand awareness and visibility in the market.
What are main features of call center software?
The essential features of call center software are:
Intelligent call routing
Call center analytics
What are the benefits of call center software?
Here are the benefits that businesses can get by using a call center software:
Good customer service management allows softwares to direct calls based on product category, customer location, and more, to ensure the most suitable agent to receive incoming calls
Better reporting capabilities based on sales, revenue per calls, resolution time, case category, and evaluation on a number of calls are another benefit
Exceptional customer service, where agents provide relevant information as well as accurate and personalized interactions for each customer
How does a call center software work?
Receive calls from customers (inbound calls) that are automatically distributed among agents with the Automatic Call Distributor (ACD)
Create a queue system to better delegate calls received by agents
Make automatically recorded outbound calls on the call center software
Store all recorded calls automatically using the call recording feature
What do you need to set up a call center software for your business?
To set up the call center software, you must sign up for a free trial or paid plan with Mekari Qontak. Next, you need to transfer your new or existing business phone number. After that, Qontak will configure the software the way you want it for call management. Part of the configuration may also include integration with other tools your business uses to provide customer service, such as CRM, help desks, ticketing systems, WhatsApp APIand more.
What is the best recommended call center software in Indonesia?
One of the best call center software providers is Mekari Qontak due to its end-to-end IP PBX call center technology and open APIs.
Mekari Qontak offers a complete IP phone solution to serve customers for all types of businesses. Integrate the call center software with other omnichannel solutions connected to a CRM.
Main features include: mobile access, ACD, IVR, PBX system, agent routing, VoIP, inbound and outbound wallboard, agent routing, dedicated support, omnichannel integration and more.
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Monitor and manage customer service easily with leading call center software by Mekari Qontak, used by thousands of businesses.