The vast array of features available in call center software solutions can be somewhat overwhelming for the individual just starting to examine his or her call center needs. There are specific features that any call center must have to compete effectively in today’s market, including call recording, call center analytics, workforce management, compliance management and computer telephony integration. Take a look at each of these features and why they truly are a must-have in your call center.

Call Center Software Solutions Must Include Call Recording

Call recording is nothing new to the call center industry, but its purpose has changed over the years. In many industries, calls are not only recorded for quality purposes, they are also recorded due to regulations within that particular industry. In such cases, calls are recorded to ensure agents are following the script appropriately, sticking to the elements of the campaign and essentially doing their job. Call recording is also used to identify those agents who are exceptionally talented in their role, and those who need a little more work. Recordings in both situations can be used for effective training to improve interaction skills among the entire agent base.

Call Center Analytics are Critical in Call Center Software Solutions

The call center is easily the most expensive division within the company, making the proper management of the call center activities even more critical. Call center software solutions should include analytics that allow you to capture call statistics, agent activities, key performance indicators and other metrics for measurement. Capturing critical call data allows you to identify trends, drill down into calls to identify weak scripts, focus in on agents who are outperforming their counterparts and more. Constant improvement is a key focus in call center software solutions that allow you to capture and study analytics.

Call Center Software Solutions with Workforce Management Drive Results

The call center manager has a lot to do when scheduling for the call center. He or she not only needs to properly forecast for the upcoming week, but also schedule according to skills sets, scheduled training, requested time off, lunch breaks, start and stop times and more. Optimizing the workforce demands the integration of workforce management with your call center software solutions. This feature allows you to automate the forecasting and scheduling functions so you can easily reduce shrinkage, and eliminate the under- or over-staffed call center. Proper scheduling is essential to morale and delivering the expected level of customer service.

Call Center Software Solutions Should Include Computer Telephony Integration

Integrating the call center call with computer technology was a demand in the call center long before the arrival of Voice over Internet Protocol (VoIP). With the proliferation of the VoIP call center, it has become much easier to integrate calling activities with the desktop. Now, the complete interaction can be captured in one file, from the voice exchange to the data entry captured on the desktop. This integration is key to capturing business intelligence data and delivering the optimal customer experience.

The Bottom Line: Call Center Software Solutions

Regardless of your customer service initiatives, there are certain features within your call center software solutions that will deliver unmatched value for your investment. Finding a vendor that will offer these features means finding the best match for your company. When you implement these five features, your call center will be well on its way to hitting performance expectations and creating the optimal customer experience.