The quality of your call center depends completely on the customer interaction. A good interaction can win you a sale, a recommendation, or a good review. One bad interaction can spread like wildfire through social media or land a lawsuit.
You may wish to monitor all your calls and have your skilled managers step in when needed to ensure proper coaching and support during the interaction.
Quality control has long depended on reviewing calls after they happen, but with
software like Balto, specialized artificial intelligence screens calls while they happen and flags teachable moments.
Here are four of the benefits of call center software:
1.Stay compliant and correct calls before they go south.
Call center software automatically screens calls in real time and will alert managers when a call may need remediation. The software will flag critical compliance issues and allow managers to drop into the call to listen and offer feedback through an instant messaging platform.
The platform will also warn employees about smaller issues, like critical statements that must be said word-for-word to avoid legal implications. Prompts will help the agent stay compliant and collected data will show you the level of compliance of each employee.
2.Automatically learn the best ways to interact.
In addition to tracking compliance and potential problems, the software tracks wins. The software can help you test phrases against each other to see which one works better on clients. You can then program phrases to appear for agents, so that they do less talking and can de-escalate issues quickly. Ultimately, this will lead to having a uniform and stellar customer service approach among your call center agents.
3.Let call center software analyze every call for you.
In the quality control process, you have access to a lot of data, but limited staff and resources to comb through all the calls. Call center software will analyze 100% of calls with a dashboard system that will provide an overall rating and then break down that rating further so that you can see what drives call quality. You can see top performers and lowest rated employees at the click of a button, compare their calls, and understand where to give kudos and add additional coaching.
4.Call center software is a more secure option.
In addition to the artificial intelligence and data benefits, call center software will automatically wipe personally identifiable information from recordings and encode the data to prevent hacking. This keeps your calls and customers safe from increasingly common data breaches.
5.Get call center software now and outperform the competition.
When you purchase call center software, you give yourself the tools to get ahead of the competition. While other companies are guessing at whether their calls are compliant, high-quality, and secure, you not only know how your employees are performing but can test phrases and techniques and measure the results.
Call center software will bring your company’s performance to its peak and ensure that your customers feel valued, and your employees feel supported.
