Phone System Features for Your Contact Center

Posted on Aug 02 2022 by in Blog Blog Post Blogs Blogs and Blogging 

Contact centers receive hundreds of calls 24/7. Therefore, an efficient phone system is highly valuable to ensure effective and prompt service to clients. Every contact center has its own process and needs, but we listed the features call centers often look for in a phone system. See which of these your company does not use yet that you might find helpful.

IVR or interactive voice response

It’s a technology that uses recorded messages to assist customers. When they call, they listen to the IVR message and select their options from the menu, helping them reach the correct department to assist with their issues. It could also help customers take care of their concerns without talking to an agent. For example, if they need to make a payment or check their balance, there could be an option in the menu to guide them. It frees up agents to assist other clients who might require their assistance.

ACD or automatic contact distributor

As the term suggests, it automatically assigns calls to agents based on your preferred settings.

  • Skill-based. Prioritizes specific agents, usually the top performers, to receive calls. As soon as they are available, they could get calls right away.
  • Uniform. Agents with the longest available time get the call.
  • Simultaneous. It rings the phone of all available agents until one of them answers the call.
  • Round-robin. Calls are distributed to the agents on your list. The ones that finished the calls will go to the bottom, and so on.

Automatic dialer

If ACD is for incoming calls, automated dialers are for outbound calls. If your contact center makes several calls daily, it will be helpful as agents don’t need to dial the numbers manually. It lets you upload the leads or numbers to call, and the software automatically dials them. It could move on to the next number if the call is dropped or leave a message if it reaches voicemail. Once the call is connected, it transfers it to the available agent.

Third-party integration

You may use other tools besides your phone system, and one that allows third-party integration offers convenience. For example, if you use CRM or customer relationship management or calendars, you can assist customers better if you access them in the system.

Omnichannel support

Omnichannel support means you can access various support platforms, such as email, chat, and call in one interface. It will be easier to assist clients since you can check the history of their transactions regardless of the channel.

Call queue

When you receive several calls, this feature puts them in order, so the next in line will be connected to an agent as soon as one becomes free to answer a call. You could also add a voice message letting callers know their average waiting time and what number they are in the queue.

Call monitoring

It lets you listen to the calls in real-time or through call recordings, which is helpful for quality assurance and coaching.

Check your current phone system for improvement. Also, consider these features to enhance your process further.