What Is Call Center Software?

If only your business could make calls more efficiently so that incoming calls could be directed to the proper departments, saving the customers time while they also receive expert-level advice.

Luckily, there is a way to achieve that feat, and it all starts with call center software.

To better explain how a business, whether it operates with hundreds of agents or a few employees, can use call center software to its advantage and what it actually is, we will explain some of the features by mapping out two kinds of call center software: automatic call distributor  and predictive dialer.

Automatic call distributor

An ACD connects customers with the most qualified and skilled agent available.

Because most customer interactions happen over the phone, it’s essential for potential and current customers alike to talk to the most qualified agents, which is possible with an ACD.

Based on certain criteria, such as who’s qualified in a specific department and availability, customers will be matched up with a customer service representative best-equipped to answer specific questions or concerns that a customer might have in a specific department, as well as be directed to an agent more quickly.

An ACD can also ensure that a customer is linked up to a certain department when calling a company so the customer isn’t being redirected until his or her desired department is reached. Another benefit is that customers who speak different languages will be matched up with an agent who speaks the customer’s language.

While an ACD in itself can have even more features outside of what’s explained above, this type of software is only one aspect when it comes to call center software. Virtual queuing is another feature of an ACD, and it allows a customer to be called back during peak business hours and keep his or place in line without having to be on hold.

Predictive dialer

A predictive dialer is a software that places calls and connects customers with live agents automatically. This benefits customers, agents, and businesses.

Here are just some of the reasons why:

  • How it benefits customers: Predictive dialers ensure callers are staying in compliance by meeting mandatory calling hours. Therefore, agents call at convenient times, not early in the morning or late at night (but during regulated times), which can benefit customers and the overall customer service experience.
  • How it benefits agents: Because the software automatically places calls, an agent doesn’t have to look up numbers and manually dial them. And the agents are connected to calls when the call is answered by a live person, so agents don’t have to deal with voicemails or potential customers not answering.
  • How it benefits businesses: Because agents are spending more time talking to real people as opposed to dialing numbers and potentially hitting answering machines, sales can increase because agents are being connected with more customers. Plus, a company can hire fewer agents because the software makes the calls.

While call center software is used for voice communications with customers and interactions are handled in a call center in which customer service representatives talk to current or potential customers, the features above are just the beginning. It all depends on what type of software you have.

As the customers change, the software will change. Look no further than the rise in Facebook Messenger bots and other chat-related services to see that.

As a result of call center software, businesses are becoming more efficient and productive, and customers’ wants and needs are being more adequately reached than ever before.

Image Credits: Call Center from FrameStockFootages/Shutterstock


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