A Call Center Guide To IVR Software

This guide teaches you about IVR call center software. You'll learn the basics, get tips, find advice, see trends, and more!

Call centers and IVR software

Historically, call centers have been defined as the department used to give or receive information on behalf of the company or organization. Today, it's clear that business call automation has evolved.

Innovations in voice response software have made it possible to view the contact center as more than just a communication hub. In fact, some might go so far as to describe it as a dynamic and strategic business move.

That's because software, unlike hardware, is diverse.

Categories of applications:

Personnel Management

Analytics & reporting

CRM/Lead capture

You'll see businesses using it for employee training, keeping track of operations and profitability based on calls received, and even for improving customer relationship management (CRM). Let's take a closer look at each category and what is needed for success.

Software that is designed for support staff often includes scheduling, job reporting, and technical support. This is somewhat different than conventional applications because it focuses on addressing the needs and concerns of the employee, rather than those of the caller.

What's needed: Applications that save time, reduce errors, and minimize frustrations that might impede performance.

Analytics and reporting applications can include both basic and advanced options such as providing call transcripts or creating records for callers detailing why a voice response aided call was transferred to a live employee.

What's needed: Applications that accurately report information based on what the client wants.

CRM and lead capture software simply refers to voice response solutions that depend on caller-specific details and records.

What's needed: Applications that are able to interact in real-time.

In each instance, software can play an important role in helping the company balance key areas. Read on for tips on how managers can use software in a way that increases accountability, streamlines procedures, and fine-tunes call automation.

Tips for managers

Managers normally find themselves at the helm when it comes to implementing new software. Because support staff will perform at peak levels when they are held accountable for the services they provide, it is up to the managers to ensure that everyone is on the same page so to speak.

Here are some tips to ease the transition if your company is just getting started:

Make sure key employees understand how to use it & know how to get help when they need itCoordinate with internal departments so calls are routed appropriatelyHave regular staff meetings so you know what's working and what isn't

New and upcoming industry trends

Several new and exciting trends have popped up this year. One of the more interesting developments is how voice response solutions are being integrated with the caller's mobile devices. The idea is that relevant consumer data like web browsing, texts, and downloaded apps can be captured and entered into a company's existing database.

Finding more resources

No guide is complete without a list of additional resources. Here's a list of helpful sites with more resources for call centers:

TMCNet

Contact Center World

Connected Planet Online

Voip-News

Jay E. Coop writes about technology and has spent nearly a decade helping call centers choose sophisticated IVR software. Visit http://www.smartaction.com/ for more info.

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4 Reasons Your Business Needs Call Tracking Software

Call tracking software can be slightly misleading in the sense that the title gives the impression of simply recording a phone number or missed call. The reality however, is somewhat different.

Businesses need to know who is calling them and why. Businesses need to be able to talk to customers and clients to make sales.

Consider:

Is your staff able to answer every call?Do you feel you are losing business due to nobody being available to answer all the calls your company receives?Would a software solution which could inform you within minutes that a call had been missed be of use to you?Would it benefit your company if you had statistical data on which departments and staff members were answering calls and which were not?Would it benefit your company if you could identify which of your staff or departments were natural sales people and which were not so good?Would it benefit your company if you could record the conversation between customer and staff member for analysis and training purposes?

If yes, then consider the following reasons your company needs call tracking software. With this in place you can:

Identify the source of calls by keyword. The better call tracking software can follow it from first click on a search engine result page or website source, and track the call to see if it led to a sale. With this information you can slash marketing budgets by avoiding spend on underperforming keyword and reallocate money to where it is working.Monitor staff performance through recording calls and analysing sales techniques. This leads on to identifying training and or underperformance issues. With call tracking software in place you can ensure staff are performing to the required standards and be at the top of their game.Recording missed calls or opportunities. This enables staff to call back the potential customer or client within minutes of receiving the call. This gives great potential to maximising sales leads and not losing them to a competitor. A customer could well have a credit card in their hand when they call you for a product or a service, so every missed call potentially costs you dearly.Analysing which staff and department perform and which does not. With this ability your business can identify to the person who performs and who requires training. When combined with other features of call tracking such as call recording a wealth of information about your business performance is at your fingertips.

Choosing the right software

The call tracking software industry is evolving and companies can now offer services such as call tracking to some degree, which provides some or all or the above points. Currently, in the UK only one company can offer the full range of call tracking services, and this should be the company which should be at the top of your outsourcing list.

About Calltracks.com ( http://www.calltracks.com/ )
Calltracks.com is a pioneer in the call tracking and conversion attribution tracking industry. Their call tracking software includes performance management of staff, call recording and analysis, sales lead management, keyword tracking, and prospecting.

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