When customers call a call center, they expect immediate solutions. Quick and seamless communication, without keeping the customer waiting, are gospels on which call centers operate. Customer support and call centers are supposed to be operational 24/7 without disruption.
How can the best phone systems for call centers help your business? Call centers deal with several challenges - too many tools, agents not retaining information, performance issues, and attrition.
Knowing what the market offers is essential when choosing the best call center phone system, as too many tools can confuse your employees, leading to a dip in your service levels. As call center phone systems are abundant, selecting the best one might be challenging.
Switch to Community Phone, the best call center phone system in 2023. With features like automated answering services, call routing, live call transfer, and voicemail-to-email, Community Phone is what your call center needs!
Read on to learn more!
Essential Call Center Phone System Features
Knowing your call center’s requirements is the best way to get the ultimate phone system for your business. Being mindful of your budget and the essential features you need will help you zero in on the right phone system for your business.
1. Automatic Call Distribution
Call routing is the first important feature you should look for when choosing phone system software.
It works like a filter that automatically routes the call to the relevant department or agent based on predetermined conditions. ACD is considered the foundation for the other significant features of phone systems software.
2. Call Forwarding and Skill-Based Routing
Skill-based routing is the best feature of a call center phone system. It filters out the inbound calls based on predefined conditions and forwards them to the relevant department. It helps save time and resources by routing calls to the appropriate department or agent.
3. Voicemail Capabilities
Voicemail-to-email and voicemail-to-text are necessary features that bring ease when dealing with high call volume. Voicemail-to-text transcripts the content into text form, making it easy to know the call’s content without actually listening.
4. Call Recording and Analytics
Recording calls can help set quality parameters and coach agents. Call analyses help analyze the performance and course-correct to achieve goals and objectives.
5. Interactive Voice Response
The best phone system must contain an Interactive Voice Response unit allowing you to route calls to the relevant department. It should provide the option to create a custom design to route processes to meet the desired goals.
The Best Phone Systems For Call Centers
1. Community Phone
Community Phone is the best call center telephone system in the U.S that works off of cell towers, eliminating the need for an internet and copper connection. Substantial coverage in rural and low-reception areas, cost-effective plans, business calling features, and 24/7 reliable customer service make Community Phone stand out from competitors.
Here are some Community Phone features specific to your call center:
Automatic Call Distribution and Call Routing
Community Phone ensures you don’t miss calls, improving your overall response rate. You can program set rules to ensure your route customer calls to the appropriate agent or department.
You can also program your phone system to ring several phones concurrently, enabling the next available representative to answer the call. Or, if any of your lines are busy or no one’s answering a call, Community Phone’s innovative system will ring the second line to ensure the call gets responded to on time.
Never ask your customer to hold the line while you get the right guy on the line. With the Community Phone live call transfer feature, you can transfer the call to the right person in the team without any delay to ensure your agents answer your customer’s query.
Custom Dial Menu
You can set up a recorded greeting or a welcome message for your customers when they call in. You can share relevant information regarding your company or department, set business hours, and route the calls to voicemail during peak or off-business hours.
With this feature, you can access voicemails as audio files or transcripts in your email, enabling you to access them at your convenience and respond to them.