Whether you already have a business call center, or are looking to to start a new one, it is important to bear in mind that a good selection of software tools will make a big difference in terms of the performance of your team, and the speed at which they serve your clients properly, and execute your day-to-day tasks.
It is good to keep in mind the tasks that your team of agents must perform on a daily basis to determine the type of software you should choose to improve their productivity. Some of the basic activities and needs are:
- Make and receive customers’ calls.
- Document customer conversations to facilitate later decision-making and follow up.
- Respond quickly to customer questions for both support and pre-sales.
- Collaborate with other agents in customer service, especially when you have teams specialized in certain customer segments or products and services.
- Log customer support requests so that the teams in charge take care of the attention and closure.
These are some of the software programs that you should consider having in your call center to increase productivity, collaboration and the quality of your customer service.
CRM - Customer relationship management
A CRM software is a tool that basically allows managing all the information of your clients and leads, from their basic contact information, to other commercial data, such as: the type of business, website, amount of sales, industry, and other details. In addition, it also allows the logging of all contacts with clients, either in person, by phone, by email or chat. The objective of this software is to facilitate the management of the sales funnel, making it easier for your call center agents not only to know who they are talking to, but also if the client has reported problems, their client category and, for prospects, their status in the pre-sale process. All of this will serve to tailor the service for each client, improving the efficiency of the service.
These are some of the best CRM software that you can check out and that Toky integrates with:
- Zoho CRM
- Hubspot CRM
It is important that your call center team has an internal means of communication that makes it easier for them to collaborate and share doubts with their co-workers. These tools should allow you to share images, chat, documents and any type of information that can help your agents to give an adequate response to customers.
Some of these tools can be:
Cloud phone system
One of the channels that your business must guarantee is voice calls, which offers customers a lot of trust, since it is a dedicated and personalized attention, different from chats in which customers know that the agent may be with more than one conversation at a time. This platform should be cloud telephony, which, in addition to guaranteeing a good level of quality, is easy to implement and doesn't require special devices. This tool must have basic features such as:
- Local or international virtual phone numbers
- Simultaneous calls
- Greeting audios
- Call History
- Working times for business and agents
- Call transfer
- Call queue with calls on hold
- Call forwarding to mobile and landlines
- A call button for your site
- Call recording
- Notes and labels for calls
- Apps for Android and iOS
- Apps for Windows, Mac, and Linux
It may also be important that it include other more advanced features such as:
- WhatsApp Business
- Voicemail drop
- Automatic Scoreboard
- Notes and labels for calls
- Call monitoring
- API for developers
- Integrations with CRM and business applications
In Toky you can find these and many other features to have an efficient call center in a short time and with favorable costs. Our cloud telephony platform can grow with your business even when you have an agent to start serving your customers. Learn more
Many of your clients' queries can go from being just queries, and require an additional process for their solution. In some cases, a support request may require another team to take charge of solving a problem and for this, a ticket system will help call center agents to report customer incidents and follow up on them; This will help not only to monitor the solution of customer problems, but also to prioritize teams such as development, commercial, and more.
Some ticketing tools that you can use and that Toky connects with are:
This tool can be included in some CRM or ticket systems, but it is good to note that you should try to have it available not only for your agents but also for your customers. A knowledge base is based on constant documentation of tutorials, manuals, and solutions to common customer problems and questions. This becomes a very valuable resource to attend to common queries, speeding up the closure of incidents and also even reducing customer contacts for support issues since many can consult and test the solutions available to them on their own.
Toky provides integrations with CRM and business applications that will help your team productivity, reducing manual tasks and speeding up the making of calls. Try Toky for free!