As a business owner, you are aware that communication is vital to the success of your business, and managing calls can be quite challenging, especially if you are running a large customer service centre. This is where call management software can help, as it lets you manage and streamline your call traffic effectively.
Call management software for businesses is an essential tool that streamlines communication, automates call routing processes, and improves customer service.
At Carden Telecoms, we provide call management solutions that enable small businesses to compete with larger businesses by providing excellent customer service. Our call management software integrates with your business phone, CRM software, and contact centre to improve customer experiences and build lasting customer relationships. If you want to learn more about our services, you can book a demo or contact us directly.
What is Call Management Software?
Call management software is software which helps businesses manage and handle incoming and outgoing calls more efficiently. It provides a range of tools and features that allow businesses to streamline their communication processes, automate certain tasks, and enhance customer experience. Call management software is particularly useful for call centres, customer service teams, and businesses that receive a high volume of calls.
How Call Management Software Works
Call management software integrates with a company’s existing phone system, such as a Private Branch Exchange (PBX) or Voice over Internet Protocol (VoIP) system. This integration allows the call management software to access and manage the company’s calls, providing a variety of tools to improve communication efficiency.
Types of Call Management Software
There are several different types of call management software available, each with its own unique features and benefits. Some of the most common types of call management software include:
- On-Premises Call Management Software
On-premises call management software refers to a solution that is installed and hosted within a company’s own IT infrastructure. This type of software is typically designed to provide businesses with complete control over their call management system. By hosting the software on their servers, businesses can customise the system to fit their specific needs and ensure that it meets their security and compliance requirements.
While on-premises call management software offers many benefits, it can be more costly to set up and maintain than other options. Businesses must invest in the hardware and infrastructure needed to support the software, as well as the IT staff needed to manage and maintain the system. Additionally, upgrades and updates to the software may require significant time and resources to implement, further adding to the overall cost.
Despite these challenges, many businesses continue to choose on-premises call management software due to the increased control and customisation options it provides. By hosting the software on their own servers, businesses can ensure that their call management system is tailored to their specific needs and that they have complete control over its operation. This level of control can be especially important for businesses that operate in highly regulated industries or that handle sensitive customer data. Ultimately, the decision to use on-premises call management software will depend on a variety of factors, including a business’s budget, IT capabilities, and specific needs and requirements.
- Cloud-Based Call Management Software
Cloud-based call management software is a solution that is hosted and managed by a third-party provider and accessed over the internet. This type of software is designed to provide businesses with a flexible and scalable call management solution without the need for dedicated hardware or IT resources.
Cloud-based call management software is typically more affordable and easier to set up than on-premises solutions. Because the software is hosted by a third-party provider, businesses do not need to invest in hardware or infrastructure to support the system. Additionally, the provider is responsible for managing and maintaining the software, which can save businesses time and resources.
However, there may be limitations to the level of customisation and control that businesses have over the software. Because the software is hosted by a third-party provider, businesses may not be able to customise the system to fit their specific needs. Additionally, businesses may be limited in terms of the features and functionality that are available, as they are dependent on the provider’s offerings.
Despite these limitations, cloud-based call management software is still a popular choice for many businesses due to its affordability and ease of use. Cloud-based solutions offer businesses the flexibility and scalability they need to adapt to changing business needs and growth. Additionally, cloud-based solutions are often more secure than on-premises solutions, as providers have the expertise and resources to implement and maintain robust security measures.
Key Features of Call Management Software
Call management software typically includes a range of features designed to help businesses handle incoming and outgoing calls more efficiently. Some of the key features of call management software include:
- Call Routing and Forwarding
Call routing and forwarding are essential features of call management software that help businesses streamline their communication processes and improve customer service. These features enable businesses to set up rules and criteria for directing incoming calls to the most appropriate person or team.
When a call comes into a business, call routing software automatically routes the call to the appropriate destination based on the rules and criteria set up by the business. For example, calls can be routed based on the time of day, the language preference of the caller, the department the caller wants to reach, or the agent’s availability. This ensures that the caller is quickly connected to the right person or team, reducing wait times and frustration.
Call forwarding is another important feature that allows businesses to redirect incoming calls to a different phone number or device. This can be useful in situations where an employee is working remotely or needs to be reachable outside of normal business hours. For example, calls can be forwarded to an employee’s mobile phone or home office, ensuring that they can answer calls even when they are not physically in the office.
By using call routing and forwarding features, businesses can improve their customer experience by ensuring that calls are quickly routed to the right person or team.
- Call Recording
Call recording is a key feature of call management software that allows businesses to monitor, analyse, and improve their communication processes.
Call recording allows businesses to capture and store all incoming and outgoing calls, which can be useful for a variety of purposes. For example, businesses can use call recordings for training and coaching purposes to help their agents improve their communication skills and customer service.
By using call recording and reporting features, businesses can gain a deeper understanding of their communication processes and make informed decisions to improve their overall customer experience. For example, they can identify areas where call handling can be improved, such as reducing call wait times or improving call resolution rates. They can also identify areas where additional training may be needed, such as providing agents with more information about specific products or services.
- Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is a technology that helps businesses manage high volumes of incoming calls effectively. ACD features work by automatically routing incoming calls to the next available agent based on predefined rules. This means that customers do not have to wait in a long queue or be transferred from one agent to another.
With ACD features, businesses can set up specific rules to ensure that calls are routed to the appropriate agents, such as by language preference, customer history, or the nature of the customer’s inquiry. This allows agents to be better equipped to handle the call and provide an efficient and satisfactory customer experience.
By using ACD, businesses can reduce wait times for customers and ensure that they are directed to the right agent, improving the overall efficiency of the call centre. In addition, ACD features can help businesses track and analyse call data, providing valuable insights into call volumes, call duration, and agent performance.
- Interactive Voice Response (IVR)
Interactive Voice Response (IVR) technology is an automated phone system that enables businesses to provide callers with a wide range of self-service options. IVR features allow businesses to automate certain aspects of their call-handling process, which can help save time and improve the overall customer experience.
One of the key benefits of IVR features is the ability to provide callers with menu options that allow them to self-select the appropriate department or service they need. This can help businesses route calls more efficiently and reduce wait times, as well as provide a more personalised experience for the customer.
IVR features can also be used to provide callers with important information, such as account balances or payment due dates, without the need for a live agent. This can help free up agents to handle more complex inquiries, while still providing customers with the information they need.
Another benefit of IVR features is the ability to collect valuable data about customer behaviour and call patterns. Businesses can use this data to better understand their customers and improve their overall call-handling process.
IVR technology can be customised to meet the specific needs of each business. For example, businesses can choose to provide callers with multiple language options, or they can use voice recognition software to enable callers to interact with the system using natural language.
- Call Tracking and Analytics
Call tracking and analytics is another important feature of call management software that provides businesses with valuable insights into their call metrics. Call reporting allows businesses to track and analyse call volumes, call duration, call outcomes, and other important metrics. This data can be used to identify trends and patterns in customer behaviour, improve call-handling processes, and optimise staffing levels to ensure that calls are handled efficiently.
These insights can be used to optimise customer support and sales processes, enhance customer experience, and improve overall business performance. For instance, businesses can use call tracking data to identify peak calling times and allocate staff resources accordingly. They can also track the source of calls, such as marketing campaigns or customer referrals, to assess the effectiveness of their marketing strategies. - Customer Relationship Management (CRM) Integration
Customer relationship management (CRM) integration features have become increasingly popular in recent years, as they allow businesses to streamline their communication processes and provide a more personalised experience to their customers. By integrating their call management software with their CRM system, businesses can access a wealth of customer data and history during calls, which can be used to improve the overall customer experience.
With CRM integration features, businesses can automatically display relevant customer information to agents during calls, such as previous interactions, purchase history, and contact details. This eliminates the need for agents to manually search for this information, enabling them to quickly address customer concerns and provide personalised recommendations based on the customer’s past behaviour.
Moreover, CRM integration features can help businesses track customer interactions across different channels, such as social media, email, and phone calls. This provides a comprehensive view of the customer journey, enabling businesses to identify patterns and trends in customer behaviour and preferences.
By leveraging this data, businesses can develop targeted marketing and sales strategies, improving customer engagement and loyalty. For instance, businesses can use call data to identify the most common customer issues and develop self-service options that enable customers to quickly resolve their own problems.
The Benefits of Call Management Software for Businesses
Call management software is a powerful tool that businesses can use to enhance their operational efficiency and improve customer service. By automating call routing and other key call-related tasks, call management software can help reduce operating expenses by minimising the need for manual intervention and staff resources. This, in turn, can lead to improved customer service levels, as customers are more likely to have their calls answered quickly and accurately, resulting in higher levels of satisfaction.
In addition to reducing operating costs and improving customer service, call management software also streamlines communication within a business. By centralising all call-related data and providing staff with easy access to real-time call data, businesses can ensure that all team members are on the same page, leading to better collaboration and faster decision-making.
Call management software can also help reduce call abandonment rates, which can be a major issue for businesses that receive a high volume of calls. By routing calls to the most appropriate agent or department, call management software can help ensure that customers are not left waiting on hold for extended periods, leading to higher levels of satisfaction and fewer missed opportunities.
In terms of staff management, call management software can simplify the process of scheduling and tracking employee performance. By providing detailed reports on call volume, call duration, and other key metrics, businesses can gain valuable insights into staff productivity and identify areas for improvement.
Want Help Implementing Call Management Software In Your Business?
Call management software is an essential tool for businesses looking to manage their call traffic effectively and provide excellent customer service. By investing in the right call management software solution, businesses can automate their call routing processes, gain valuable insights into their call traffic, and improve overall business efficiency. At Carden Telecoms, we provide call management solutions that enable small businesses to compete with larger businesses by providing excellent customer service. Book a demo or contact us directly to learn more about our services.
