April 30, 2014
Call Center Software is Still In
By Stefania Viscusi
Assignment Desk Editor
Call centers have operated for decades as the central communication hub between a company and their customers. Vast improvements have been made over the years to the way agents communicate with customers and how the overall call center functions.
Today’s contact centers are still central to customer communications but they are now communicating at all times of day, via web chat, email and even video conferencing and doing so much more. Not only has this helped to improve customer experiences, but call center software today also offers insights for call center management, improves agent productivity and helps reduce costs.
Software Advice, a website offering software recommendations and reviews for buyers, recently released findings show the market for call center software is still very alive and ripe.
To arrive at some basic knowledge on the actual industry, the company analyzed random communications from call center software buyers over the last year to find out who is buying and what some of the most common call center software being sought.
In particular, forty-two percent of buyers expressed interest in call recording options with their call center software because they stated it could be used for both employee training as well as offer quality assurance.
With so many customer complaints and heavy violations involved with call centers today, having a call recording option is not only beneficial, but necessary for many. The added benefit of having recorded calls means managers can see how their agents are doing on the phone and offer training as needed to ensure quality service is also always being delivered.
Falling just below this on the list of priorities in a call center software offering (39 percent) was computer-telephone integration (CTI (News - Alert)). This technology makes agent jobs more efficient and easier because it integrates information about the caller with the computer system - so things like specific caller information will appear right in front of an agent screen as they are on the phone. More importantly even, the buyers told Software Advice they wanted this capability because it made note taking easy and made it possible to track customer interaction history.
The latest report from Transparency Market Research also looked at the CRM software market and found it is set to continue growing through 2018 thanks to more players entering the market and continued technology adoption. But the biggest key pushing the overall market for software solutions to assist with customer retention is the increasing competitive landscape across industries.
Edited by Maurice Nagle