Free cloud VoIP PBX system + call center software= Efficient & Improved bottom line

With the explosion of email, live chat, social media, Zoom calls, chatbots, and other channels, you might like to believe that phone assistance is obsolete. However, the majority of customers prefer to resolve concerns over the phone.

With technology advancement,  Modern call center software has vastly improved its effectiveness while lowering operational expenses.

We’ll delve deep into the world of call center software on this page, particularly the call tracking, recording, and monitoring software.

Let’s start!

Call Recording Software

Must-Have Call center software: Call recording software 

A call recording software records and stores phone calls through a free cloud VoIP PBX phone system. This call center software will also include call logging capabilities. Call centers must have call recording software to deliver exceptional customer service and grow sales and service.

The following are the key benefits of using call recording software.

Customer Satisfaction

Call center software Increases Customer satisfaction 

The relationship between a call center representative and a consumer is critical. The agent must communicate correctly, follow phone etiquette, respect the consumer, keep a cheerful tone during the call, and respond to customer inquiries. 

Management will only know if an agent has done all this is to record and listen to the call. Of course, a team leader or manager can barge in and listen to the discussion in real-time, but this is not feasible for every call. 

A call recording software will record all of an agent’s calls, and a manager will select and monitor one of them. This will compel the agent to maintain a professional demeanor during all calls. Call recording will also allow supervisors to resolve consumer issues more quickly.

Enhanced Security

Call center software For Enhanced security 

If your company has a suitable call recording system in place, it can help to reduce improper calls and uncover any security issues. 

To reduce inappropriate conversations, you can also monitor employee interaction. It will also help in reducing personal phone calls.

All call centers are obligated to notify the consumer ahead of time that the call will be recorded. Customers will stop using offensive language on the phone due to this. So, in general, a call recording software will assist in keeping the talks professional.

Sales Training

Call center software For Sales training 

The data/information gathered from recorded calls delivers effective sales training to agents. 

Here is an example, if a customer is in a good mood, they will talk about various topics throughout a contact. Such exchanges can reveal a customer’s preferences. The information can be used to boost sales. 

There is a method for selling a product to a customer. Managers can play experienced agents’ calls to trainees or junior agents to earn points. Managers can also select negative calls to highlight what should not be done on a call.

Call Monitoring Software

Call monitoring software 

Call monitoring software is frequently integrated with cloud-based systems like free virtual PBX. It allows you to optimize and streamline call monitoring with sophisticated features. You can do more than just listen to calls with a versatile call monitoring solution.

Benefits of Call Monitoring Software 

Benefits For Agents

• Boosting agent performance.
• Enhancing employee satisfaction
• Making it easier for the management and agent to communicate quickly.

Benefits For Company

• Enhancing the customer experience
• Increasing the number of first-contact resolutions.
• Improving the performance of call centers.
• Consistently providing amazing service.
• Boosting sales and service performance.
• Improving Customer Loyalty, Satisfaction, and Experience

Benefits For Customers

• Raising the bar on quality.
• Enhancing the consistency of the experience.
• Increasing the standard of service.
• Increasing the efficiency of agents.

Call Tracking Software

Call tracking software 

The term alone clearly indicates what a call tracking system is. This call center software records information about incoming phone calls and caller-to-attendee conversion. 

Here are some instances of information and data that recording software captures:

• The source of the calls
• The number of calls dialed
• The caller’s geographic location
• Phone call recording as a marketing tool

Benefits of Call Tracking Software

Enhances Lead Generation and Conversion

Enhanced lead and conversion 

Call tracking’s ultimate purpose is to increase lead generation and conversion. The phone tracking system allows you to pinpoint the exact call location. You can learn where you acquired the lead, whether from a website or a billboard campaign.

This will eventually allow you to display the consequences of your marketing campaigns and modify and improve them as needed.

Promote Outperforming Ads and Remove Non-Performing Ads

Ads

This call center software allows you to emphasize high-performing marketing while removing low-performing initiatives. As previously said, you can use call monitor software to evaluate which ads are performing as planned and which aren’t. 

This data will be crucial in deciding whether or not to continue with the specific campaign. You can save money and resources by canceling or halting underperforming ad campaigns.

Enhances the Customer Experience

Enhanced customer experience 

The consumer is, undoubtedly, the commercial market’s emperor. All of these marketing efforts aim to please customers and provide them with the best products and customer service they desire. You have already improved the client experience by giving a dedicated phone number for customer assistance.

However, call tracking software will provide you with crucial extra information like call purpose, customer information, and so on. This information will help you employ a strategy geared to a certain set of customers to maximize customer satisfaction.

Conclusion

The call center serves as the company’s public face for many organizations. When customers require customer support and service, one of the first points of contact they have with your company or organization is the call center. 

That is why it is vital to integrate free cloud VoIP PBX with call center software for your business.

Are you eager to try out call center software?

Interacting with your consumers is critical to the success of your business, and no one understands it better than Aavaz. Try Aavaz FreePBX customized call center software today if you’re ready to provide improved customer experiences across all channels.