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Contact centre software: 8 benefits you cannot ignore

How do you respond to customers who increasingly demand and expect more from you? With contact centre software. We list 8 advantages.

By Renée Müller

7.3 min read

13 August 2021

Contact centre software

If you want to survive in today’s competitive landscape, you have to provide an outstanding customer experience. But that is not easy, as we know better than anyone. Questions nowadays do not come in on one single channel and customers expect to be helped immediately. What is the solution? Contact centre software. With this software, agents can improve their productivity and serve customers on all channels, without switching tools. We list 8 benefits of contact centre software that you can’t really ignore.

If you have customers, you need to have customer contact and people to speak to them. A contact centre is no longer just a place where people make phone calls, but a place where you can track, monitor and manage conversations with your customers. With all the calls and messages, agents are often under pressure and struggle to maintain productivity. After all, customers always want to be helped immediately and it doesn’t feel good if you can’t keep an appointment quickly.

This is one of the reasons why many companies choose to use contact centre software. It helps you to restructure your daily conversations and to have good conversations with customers. In fact, it makes the things you need most, such as call scripts, monitoring and call recording, a lot easier. Thanks to the software, the workload of your agents is less and a lot more efficient.

Contact centre software: the benefits for businesses

When you think about the challenging job agents have today, you can’t really ignore customer contact software. Nevertheless, we would like to mention 8 advantages for all companies with customer contact.

1. Customer service is better managed

The phone has long ceased to be the only channel customers use to contact you. Today, they reach you via email, chat, WhatsApp, Facebook, Twitter…. It just depends on what the individual’s preference is. So while your agents are on the phone, there is also a flood of messages coming in on numerous channels. In practice, this means a lot of manual work (“may I have your postcode?”) and searching for data. Because it could be that a customer first contacts you on Facebook and then picks up the phone. And then it’s a shame if your agents constantly have to ask the same questions, isn’t it?

With contact centre software, you combine all these channels in one system. Whether a customer contacts you via Twitter or WhatsApp: with an incoming message you immediately have the correct customer data and you can even respond in the channel of the customer’s choice. In addition, you should see the software as a complete tool for the complete management of your contact centre. Intuitive dashboards give you insight into the productivity of your agents or the work schedule. It is actually an HRM, CRM and contact centre in one.

2. Productivity improves dramatically

When your agents don’t have to constantly switch between tools and the administrative burden is reduced, there is more time left to be customer-focused. In addition, with contact center software you have a 360-degree view of your entire contact center and you know exactly how an agent is performing. Are you training someone? Then you can listen in on a conversation or even whisper something to the employee.

3. Contact centre software is cost-effective

Time is money, it’s that simple. Instead of employing more agents, you can optimise your processes. The great thing about contact centre software is that it’s easy to manage, because you don’t need any IT knowledge. The costs are very transparent, because you pay per seat per day. So you buy what you need and the costs can be seen as variable. If you are busy, you use more licences than when it is quiet. In addition, you do not have to invest in a server park or an expensive telephone exchange, because it works entirely from the cloud.

Experience shows that users of contact centre software often recover their investment within six months. Curious about the ROI for your company? Request a quote and we will calculate it for you.

4. You build a professional image

Did you know that customer service contact moments can determine the image of your entire company? If customers contact you and receive a prompt response to their query, they quickly perceive your company as professional. Waiting is often one of the most frustrating moments and thanks to smart IVR menus, you can take advantage of that. A simple IVR that tells your customer to wait because an agent is about to contact you is already more professional than a phone that rings for minutes on end.

Research shows that getting a quick answer is the most important part of customer satisfaction. More than 40% of people think it is important to get a quick answer.

Read more about Steam-connect contact centre software?

Download the flyer

5. It increases your sales success

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Contact centre software is also a great marketing tool because you can use it both outbound and inbound. Direct sales, appointment scheduling, lead generation or database enrichment? You can do it all with the software. In addition, it has a integration with Salesdock as standard. Does an agent have a lead on the phone who is interested in a quotation? Then the data is immediately transferred from the software to Salesdock. The agent does not need to open other systems or transfer data; the completed quotation is ready and can be sent immediately without errors.

This saves time and reduces the risk of errors. And your agent can focus on what he is good at: selling!

6. Identify urgent calls

Being able to prioritise calls is vital to enhancing your customer experience. With contact centre software, you instantly identify the urgency of calls. When customers contact your customer service, the software will display a sequence that tells you the customer’s needs by, for example, dialing a certain number.

From this step, you know which calls should be prioritised. Contact centre software provides you with this information to create a logical sequence. In this way, agents can respond immediately to those who need a quick answer. Finally, you no longer have to worry about determining which calls are most urgent. In the software, you have the list of your clients ready to answer. At the same time, the software takes care of other calls in the queue, so that you don’t lose important calls in the process.

7. You provide an exceptional customer experience

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Customers prefer to work with a company they can reach at any time of the day. If they buy a product or service from your company, they expect to be able to contact you if they encounter any problems, such as faulty items, undelivered products, and so on.

Tapping into a long e-mail in which they describe exactly what their problem is, is something they no longer do. They want an immediate answer and a quick solution to the problem. With the right software, you can deal with questions quickly and make sure that your customers feel heard.

8. Contact centre software is safe

Customer data are a kind of company treasure. They contain useful information, such as product preference and shopping history. But storing your customers’ data can be a challenge, especially if you don’t have a security or backup system to protect it.

Contact centre software often comes with features like instant cloud backup. Whenever you receive calls from customers, the software will immediately secure the information on its system. You don’t have to worry about losing the data of the customers who are actually helping your business.

Conclusion

To increase the productivity of your customer service department, contact centre software is a real asset. It helps call agents manage all incoming and outgoing calls by tracking and routing them. The software also provides features to handle a variety of customer requests, such as general enquiries, technical support, complaints, and sales calls.

Software such as Steam-connect integrates all your contact channels into one system and makes your agents’ lives easier. Best of all, it’s live in less than two days, with no help from your IT department. Want to know more about this software solution? Download the flyer here.

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