A call management system with the right features can take your call center to new heights!
The features like call routing and automatic call distribution can immediately make your call center more productive and profitable by helping automate its systems. Similarly, many other call center features are on the market to improve your experience with your call management system.
Keep reading to explore the most effective features every call management system should have.
Top Features for Call Management Systems in 2023
Below are the most appealing features to look for when deciding on a call management system.
Call Forwarding
Call forwarding is a powerful calling feature that lets you redirect an incoming call to another phone number you pick. You can either set it to forward calls to a certain phone number if a condition is met or unconditionally.
Enabling call forwarding on your call management system lets you divert calls to anywhere in the world. So, you can work from anywhere in the world by setting up your office phone to forward calls to your mobile number. This way, you and your team will no longer be limited to conducting business on office grounds.
Moreover, as call forwarding can automatically redirect a phone call to another phone number, it ensures all customer calls get answered. As a result, you can help more callers and get more leads for your business.
Call Routing
Call routing is similar to call forwarding as it diverts incoming calls as well. But with call routing, you can develop pre-set calling rules to route calls to particular customer care departments and agents.
Using call routing, you can create an advanced calling queue to best handle your callers. It cuts down the time taken to connect a caller to a qualified support agent and streamlines your call center operations.
For instance, you can set your call management system to route an incoming call to a technical agent’s phone if the caller seeks technical support. But if the technical agent isn’t available, it may route the call to the next most qualified agent to handle the call.
Cloud-Based Calling
Though landlines have been a great telecommunication solution for call centers in the past, they may no longer be an effective choice. You see, the copper landlines have become outdated as they require setting up an extensive copper wire connection across your office, yet their data transfer rate is poor.
With landlines being phased out, internet-based (aka VoIP) calling services are on the boom. Generally speaking, they use the cloud infrastructure to enable communications over the internet. When seeking a call management system in 2023, it’s preferable to pick a cloud-based service provider for easy system deployment and increased flexibility.
The cloud-based calling systems also give you and your team locational flexibility. Your agents can handle customer calls from any part of the world as long as they have internet. They also allow hiring talent from all across the world to fit your business needs well. For instance, you could outsource your Chinese callers to a Chinese agent.
Call Statistics
Your call center decisions will be based on your call center data – how many calls it got in total, how many were missed, how many leads you got, and so on. The call management systems that offer a breakdown of such data and more are preferable to help you make meaningful decisions for your call center. That said, here are some important statistics to expect from a good call management program:
- Number of calls received
- Number of calls attended and missed
- Average call duration
- Average waiting time
- Outbound calls
- Agent availability across the day
- Which agents handled which calls
- Best performing agents
Call Recording
Call recording is another important call management system feature that is often overlooked. Recording your customer calls will be effective in managing an issue in the future and tracking previous conversations with a caller.
But that’s not it – you can also listen to your recorded customer calls to determine which calling tactics your agents should keep using and which ones they should drop. Apart from that, you can also use the recorded calls to train your new agents.
Omnichannel Support
It’s not uncommon to have your customers message you over various social media channels to get their answers. But it can be tempting for your support agents to keep an eye on all support channels, including social media, text, and iMessages.
That is why investing in a call management system offering omnichannel support is preferable. Such call systems let you manage your different text channels from one dashboard for convenience.
Wrapping It Up
When investing in a call management system, getting the right calling features is the key. If your phone system offers the required calling features, it can significantly improve your call center operations and employee productivity. As a result, your call center expenditure will be low, leading to higher profitability.
In this guide, we uncovered the top 6 features for call management systems in 2022.
These include essential features like call forwarding, routing, and call statistics. Further, features like cloud-based calling, call recording, and omnichannel support are also worthwhile. Until next time, cheers!