When considering what call center tools you need, you’ll first need to figure out what type of call center you plan to set up. Typically, there are two types of call centers: outbound call centers and inbound call centers. Both centers require a computer setup, a strong internet connection, and a working pair of headsets. Beyond these essentials, here are four primary tools to help you build the best call center for your company.
1. Call Center Software
Every call center needs reliable call center software solutions to help its customer support and sales team work more efficiently. An inbound call center will need different contact center software solutions from an outbound call center, so keep this in mind as you shop around. Some common contact center solutions that are essential to creating a seamless customer experience include computer telephony integration (CTI), interactive voice response (IVR), call-recording software, call center analytics, CRM integrations, and call routing tools.
Every contact center needs a detailed customer database, and with the help of IVR, you can automatically capture customer information from inbound callers. With CTI, you can generate analytic reports that offer insights on customer service and conversions. This information will then inform what best practices you can adopt. Call recording systems allow your staff to monitor incoming calls and outbound calls for quality monitoring.
2. HVAC Service
To ensure that your call center is a conducive work environment for your agents, pay special attention to the quality of your heating, ventilation, and air conditioning system (HVAC system). Besides creating a great work environment for your employees, great air conditioning will also allow them to be more efficient, meaning fewer mistakes and better customer satisfaction rates.
To ensure that your indoor air quality is conducive to the work environment, have your AC unit serviced regularly by an experienced HVAC technician. If you’re looking for an HVAC in Albuquerque, NM, for instance, consider visiting databases such as the Better Business Bureau, Yelp, or Angie’s List.
3. Employee Training
Call centers still play such an important role in establishing a great customer experience for your callers. Callers expect call center customer service agents to be courteous, helpful, and knowledgeable during live calls. The professionalism of your contact center agents will determine the quality of customer interaction and, consequently, the nature of your client relationships.
Ensure your call center agents are fully qualified to carry out their roles by offering routine employee training. For the training to be effective, train your customer support team using the business phone systems, headsets, cloud solutions, and other center software that your company uses.
As part of your call center etiquette training, also include information on the preferred call center scripts—text messages, social media, phone call scripts—you’d like your agents to use during a live chat or call. This will help create a feeling of consistent brand messaging.
4. Ergonomic Work Stations
Due to the strenuous nature of their work—hunching over regular landlines, managing stressful calls, typing—call center agents are prone to facing several musculoskeletal issues and repetitive strain injuries (RSIs). To ensure that your employees have the best working experience, invest in ergonomic office furniture.
This is because RSIs like carpal tunnel syndrome, lower neck and back pain, eye strains, and muscle soreness can affect your employees’ productivity. Besides this, such injuries can also make a big dent in your bottom line in terms of increased workers’ compensation claims and time off.
Investing in adjustable chairs and desks, wrist rests, ergonomic keyboards, and laptop stands is a great way to prevent employee eye strain. Investing in hands-free headsets is another great way to prevent neck pains and back strains. Most importantly, ask your employees for their input before you make huge ergonomic changes. Different agents will have different ideas and preferences, so it’s best to hear everyone out.