9 Inbound Call Centre Software Features you Must Have

An inbound call centre is a customer service centre that handles incoming calls from customers. In today’s world, call centre software such as diallers are essential tools for managing and optimising the performance of an inbound call centre.  They can allow you to handle a high volume of calls efficiently and effectively.

There are various features that call centre software must have to ensure smooth operations and improved customer satisfaction. Here are nine inbound call centre software features that you must have:

Automatic Call Distribution (ACD):

ACD is a feature that automatically routes calls to the next available agent. This ensures that calls are answered promptly and efficiently, leading to improved customer satisfaction.

Interactive Voice Response (IVR):

An IVR is a feature that allows customers to interact with the call centre through a series of pre-recorded prompts. This helps in reducing the wait time for the customer and directing them to the appropriate agent or department.

Call routing:

Call routing is a feature that allows calls to be routed to specific agents or departments based on the type of call or the customer’s needs. This helps in ensuring that the customer is connected to the right person and reduces the time spent in transferring calls between agents.

Call monitoring and recording:

Call monitoring and recording is a feature that allows supervisors to listen in on calls and record them for quality assurance purposes. This helps in identifying any issues with the call handling process and training agents to improve their performance.

Real-time reporting:

Real-time reporting is a feature that provides real-time data on various aspects of the call centre’s performance, such as the number of calls handled, the average hold time, and the number of abandoned calls. This helps in identifying bottlenecks in the call handling process and taking corrective actions.