Introduction
The greatest call center software in India these days includes more than telephony. Customer service executives rely significantly on call center training software as part of their daily tasks. Effective call center outsourcing solutions are needed for your agents to perform their tasks well.
This blog is for you, whether you are a small business owner or a customer service executive searching for the best call center solutions providers in India.
5 Must-Have Features In Call Center Software From Call Center Solutions Providers
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Interactive Voice Response (IVR)
IVR is an intelligent response technology that communicates with callers and gets data to route their issues to the appropriate agents. This procedure is carried out via dual-tone multifrequency signals (DTMF), activated by pushing the phone keypad, also known as the menu.
Establishing an IVR will help small businesses save money and increase efficiency. Receiving a huge volume of calls is not a problem. That’s because the call center customer service solutions software routes the caller to the appropriate agent and even offers the “wait in line” alternative.
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Automatic Call Distribution (ACD)
Automatic call distribution guarantees that calls are promptly directed to the appropriate agent, reducing client wait time. It is a requirement for any call center solutions provider to have as a feature because it aids in the systematic management of consumer calls.
Calls can be forwarded in various methods, including based on performance, location, forwarding calls to the idle system, least occupied routing, and so on.
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Blended Call Center Solutions
Customers ring the call center to clarify their questions. In contrast, an outbound call center initiates cold calls to prospective customers regarding their products. A blended call center solution includes both.
Establishing a call center solution that accommodates both types of operations offers versatility to the services provided. Blended call center solutions India offers a smooth experience to the business and the customer. Furthermore, the software supports pre-recorded outbound calling campaigns, which are vital if organizations focus on broadcasting messages.
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Customer Relationship Management Integration
Having a CRM system or integrating your CRM with your call center solution gives you valuable insights into your customers’ past interactions. A client service associate can view previous queries and issues expressed by the customer and other pertinent information before answering the phone.
It adds a personalized feel while streamlining the process for all parties involved. The agent can easily generate new tickets and enter them into the database for other agents to access using a ticketing system.
Such an approach can be beneficial when converting sales or regaining lost clients for small businesses.
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Live Call Coaching (Whisper Coaching)
When an agent is currently in training, whisper coaching (one of the features of call center training solutions) can be extremely beneficial. A trainer can join the trainee on the phone and assist them through the process of addressing client complaints.
Due to this functionality, both individuals can communicate without the customer/caller hearing. This can be useful not only for training but also for coaching and monitoring.
5 Call Center Software Providers In India For Small Businesses
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Ozontel Cloud Agent Lite
Ozonetel CloudAgent Lite is an internet phone call center solution provider primarily used by small and medium businesses. It is free and does not entail a rental. Therefore you get full talk time worth.
You can integrate call center software with SMS and Email to follow up on voice calls. Small businesses can quickly manage customer calls with the Ozonetel call center solutions in India according to their requirements.
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Aavaz
Aavaz is a global cloud-based call center solution provider that allows convenient communication amongst businesses and their customers via browsers and smartphones. The software is engineered to be scalable for small businesses. It contains a wide range of features geared to the specific needs of advertising, sales, and customer service departments. Aavaz also functions as your web-based contact center, making them the best call center solutions providers in India.
Aavaz is CRM-integrated telephony that offers various voice features based on the firm’s needs. Aavaz call center training solutions also provide users with an advantageous incoming, outbound, and hybrid call center platform.
It improves workflow by making dialing speedier and more accurate. It provides comprehensive contact management, optimizing operations and increasing call precision and speed.
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Zendesk
Zendesk is one of the call center training solutions ideal for small businesses. The software is easy to use and can be accessed globally and from any device.
Zendesk Chat is a well-regarded live chat application for professional industries and enterprises. With this platform, businesses can connect with customers in real-time. Zendesk Chat’s business strategy provides a straightforward, elevated customer experience through a quick, no-latency chatroom. It also offers comprehensive and detailed live chat statistics.
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Freshdesk
Freshdesk is a customer relationship management call center software that helps to build a strong customer-business relationship. These call center customer service solutions enable businesses to manage client conversations from a unified platform while also controlling auto-responses to commonly requested inquiries. This program is critical for saving time and working more efficiently to solve problems.
This tool allows specialists to prioritize tickets and assign them to the relevant team. As a result, consumers can easily keep records of any registered tickets. The application helps rapidly develop operations without jeopardizing user access by sharing tickets with different teams.
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Talkdesk
Talkdesk provides everything you’d expect from an internal and external call center. It offers affordable cloud-based call center customer service solutions for small and medium-sized businesses with decent call metrics and diagnostic tools. However, some agents have reported the software is not storing data correctly.
Our Verdict
These are the 5 must-have features in call center software features and the 5 best call center solutions providers in India for small businesses.
All cloud-based call center solutions providers on our list offer diverse, sophisticated solutions. Small firms typically require call center services for outbound, inbound, and blended calls, and because of that, Aavaz is our choice for small businesses.
- Aavaz FreePBX provides a plethora of call center software functions. Everyone will find something to their liking.
- Aavaz will assist you in numerous application situations and guarantee you have the best technology to make a difference in the growth of your organization.
- Call center solutions are customized to your company’s present and future needs.
