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Competitive businesses retain an advantage with consumers with exceptional customer satisfaction. One of the ways a business distinguishes itself is through accessibility, allowing existing and potential customers the ability to address and resolve issues promptly. An increasing number of companies and organizations are opting to do this through call centers. Call centers are able to do far more than simply handle incoming and outgoing calls, and the range of communication options available to callers has enabled those who adopt omnichannel software to serve caller needs more efficiently, resulting in increased customer satisfaction.

What is omnichannel call center software?

Omnichannel software enables call centers to expand the range of communication options available to callers. It is common for call centers to use Interactive Voice Response (IVR) systems as part of their structure. IVR offers callers prompts and lets them provide information either by voice or through their keypad to help identify the purpose of their call and how to best serve the caller’s needs. In some cases, IVR can provide the information required or take necessary actions without ever transferring a caller to a call center agent. For example, a person can input their account number and passcode to find out how much they owe on a bill and clients can use a navigation system to place orders. When a person has a more complex concern or complaint, the IVR will put them in a queue so that they can speak to the most appropriate agent who can handle their issue.

Omnichannel call center software expands the options even further. A customer may be in a noisy area and not wish to struggle to hear prompts or speech. Others may simply prefer to reach out via chat. No matter what the reason for their preference is, omnichannel call center software combines the methods of interaction with a business or organization. A person can opt to use chat to address their issues or choose to correspond through text messages. Other options include exchanging emails and faxes or communicating via social media.

How does omnichannel call center software work?

Omnichannel call center software allows information from multiple sources to be directed to an organization’s call center. It connects the call center to communication options provided on social media and on the organization’s website. When necessary, it feeds data from all of the available communication channels to customer service representatives who work in the call centers as needed. The omnichannel software can be incorporated to work with IVR, which can have integrated artificial intelligence (AI) that enables the system to handle complete exchanges with callers in some cases.

When IVR is insufficient to handle the consumer’s needs, they may be placed in contact with a call center agent. Those who opt to use emails, faxes, chats, or texts to communicate may have their information given to a call center agent so that the agent can follow through. For example, an agent may need to schedule an appointment and confirm the time with the contact. In some cases, billing disputes must be handled by staff with the appropriate seniority, so an agent may need to communicate directly with the individual with the billing problem. Those who choose to address issues via fax or email, for example, may have their information forwarded to agents who provide a response. Omnichannel call center software facilitates both incoming and outgoing communication into one unified platform, allowing agents to communicate with customers through the means they prefer.

Benefits of omnichannel call center software

There are several reasons to implement an omnichannel call center software solution. A few key reasons include:

Average Handling Time (AHT)

Expanding the list of options for callers helps to reduce the amount of time it typically takes to offer service to callers. One of the reasons is that agents can multitask and handle multiple consumer chats simultaneously.

Customer Satisfaction

When callers have their issues resolved quickly and are able to do this through their preferred communication methods, they will be happier with the service they have received.

Cost

When companies are able to streamline communications effectively, they can reduce the need for extra staff and ensure the employees are utilizing their time productively. This saves companies money through staff costs and increased efficiency.

Data

Pooling all information from multiple sources in a central call center allows for thorough analysis of customer service performance and consumer needs. Organizations can use the data to refine their practices and processes to further improve customer service.