According to McKinsey, customer service departments are experiencing a 61% increase in call volume. That means choosing the right call center software is more important than ever. The right solution can help you meet the increasing volume of tech support requests with ease.
But how do you find the right call software for your business? Below, we go over a few key factors to look for when deciding on the best fit for your call center’s needs.
Why choosing the right call center software matters
The right solution can keep your call center running smoothly and effectively. But what exactly does this mean for your company? Below are a few ways the right call center software can impact your business and customers.
Create a better customer service experience
96% of customers will leave after one lousy service experience. This means that if your company even makes one misstep, most customers won’t give you a second chance.
A strong call center software tool can help you create a better tech support experience and reduce customer churn. This, in turn, can help improve your company’s net promoter score (NPS), a vital metric for evaluating the success of your business.
Help your business run more efficiently
Additionally, a good customer service tool can help improve operational efficiency by increasing first-call resolution rates. When customers can resolve their tech support issue within the first phone call, it reduces call center volume and unnecessary business expenses.
Looking to streamline call center operations and boost agent confidence?
Improve agent performance
A robust call center software can help your agents work smarter, not harder. Some call center tools can automate repetitive tasks, freeing your agents to work on more complex work requiring human expertise.
In turn, these tools can also help agents do their jobs better. For example, studies show that AI customer support tools can help improve agent performance by 14%.
What to look for in call center software
A good call center software is vital to reducing customer churn and staying competitive in the increasingly crowded telecom and broadband industries. So, how do you choose the right call center software for your business? Below are a few tips to help find a solution that suits your company’s needs.
The software includes omnichannel customer support
Omnichannel customer service creates a unified customer experience across channels, such as email, chat or over the phone. Customers and agents can access consistent answers all within a single platform.
This creates a more effective and streamlined customer service experience than multichannel support, which is often plagued by siloed, inconsistent resources on various support channels.
With one consistent source of answers accessible from any channel, agents can quickly and effectively guide customers through their tech support requests. This creates a better customer experience by empowering agents to resolve customer inquiries in the first service interaction.
It has AI capabilities
AI is no longer becoming a nice-to-have but a must-have for any call center. Technology such as conversational AI chatbots can help your service team effectively scale support to meet customer demands.
For example, you can use conversational AI in your call center to answer customers’ frequently asked questions. This reduces case burdens on agents and frees up their time to work on more complex tech support requests.
Conversational AI has the potential to positively impact not only your call center agents but also your bottom line. A study by IBM found that adopting conversational AI technology can reduce business expenses by nearly a third.
It’s WCAG 2.0 compliant
According to the Centers for Disease Control (CDC), one in four Americans has a disability. If you don’t have accessible customer support software, you risk alienating 25% of your customers or agents.
For example, you might want to look for video tutorials that provide captions for customers who are hard of hearing or deaf. Or ensure any FAQ pages use a font that is accessible to those with low vision. Additionally, when you focus on creating a more accessible customer experience, the experience improves for everyone.
The software includes multilingual support options
As a broadband or telecom provider, you want to ensure all customers can access the support they need. This is a critical step in decreasing customer churn.
That’s why ensuring all customers can access tech support in their preferred language is essential. Not all customers speak English or feel comfortable using it to troubleshoot complex issues with their devices.
For example, did you know one in five Canadians say French is their preferred language? This means that if you have a Canadian customer base, you want to ensure agents and customers can access tutorials or other resources in French instead of only in English.
A robust call center solution should provide equal access to customer support, no matter the language.
The solution includes remote video support options
Live video support is undoubtedly the future of tech support. Live video support is a powerful tool for improving communication between the customer and agent, as well as the customer experience.
With video support, agents can resolve tech support issues more quickly and help cut unnecessary business expenses by reducing costly truck rolls.
Additionally, video-based customer service can help your business create a more tailored customer service approach. This is critical, considering that 78% of customers make repeat purchases with companies that provide a personalized customer support experience.
It’s easy to integrate and implement
When evaluating the best software for your call center, choose something easy to integrate with your current tech stack.
You’ll also want to choose a tool with minimal downtime. The implementation process varies by tool. Some may require days of downtime, while others only require a few lines of code to be pasted into the code of your website.
The software has a user-friendly interface
Good UX is critical for any software. You’ll want to choose a solution that lets agents hit the ground running with minimal downtime to learn the interface.
When comparing potential solutions for your business, make sure to look for software with an intuitive interface. How easy is it for agents to find what they need? Could they locate the information right away, or will they be frustrated scouring around for answers?
Again, user-friendly software is accessible software. Solutions that feature accessibility measures will likely be user-friendly for all agents or customers.
Find the call center software that’s the right fit for your business
A good call center software is critical for streamlining the tech support process, improving agent performance and standing out from the competition. By following the guidelines highlighted in this post, you can find a solution that fits your business needs.
Are you looking for a call center software that helps you effectively scale your tech support? Ozmo’s platform is trusted by Google, Verizon, Consumer Cellular and more. Discover the future of tech support today.
