Actionable insights to monitor and improve
Easily customize and build IVRs
Call Recording & Speech Recognition
Quickly and precisely analyze calls
Accelerate sales with built-in tooling
Global Numbers and Porting
Numbers anywhere in the world
Everything at your fingertips
Maximize revenue with intelligent dialers and workflows
Delight customers with custom routing and automation
Seamlessly handle multiple clients and scale with ease
Have you ever called someone and got excited to hear their voice saying a familiar “Hello”, only to be followed by a common “Sorry, I can’t come to the phone right now. Please leave a message…”? For call center agents, this is not a rare experience but a routine reality, as about 70% of all outbound calls go straight to voicemail.
If your agents are manually handling every single call, they are inevitably spending more time listening to IVR systems or answering machines than actually talking to live customers. Provided within advanced call center software, Answering Machine Detection is the solution that can change this work routine and drive better outbound campaign results.
How do call center executives know where to direct resources for managing performance? To introduce changes that ultimately generate more revenue, you first need to assess the current state of operations. Data-driven decisions start with introducing powerful call center software that can provide insights on several measurable parameters for your calls, agent teams, and inbound or outbound campaign settings.
However, tracking all possible metrics and comparing the numbers to industry standards may actually turn out to be counterproductive. Keep in mind that any call center reference percentages you may find on the internet strongly depend on the business profile and may not apply to your case.
In a complex ecosystem of various roles, responsibilities, KPIs, and countless acronyms, finding the right tools to drive call center performance can be challenging. To advance in the areas that mean the most – like delivering stellar customer service and increasing revenue – you need a bulletproof operations structure to fall back on. A reliable, predictable, and powerful system to support all your business needs now comes in the form of a call center software.
Automation and artificial intelligence are not designed to replace the human element in call center operations. Rather, they will enhance the experience for your agents, supervisors, and managers, allowing them to reach their full potential.