Call Center Software for Small Business

Call management software for small businesses should really help achieve three significant goals:

• It should help make the entire call process smoother. An example would be boosting productivity through features like a power dialer, which stops time wasted dialing calls.
• It should give you deeper insight into the sales process through features like call monitoring, so managers can refine offers and improve the sales pitch.
• And it should empower internal communications as effectively as it does with client-facing communications.

For a small business that requires customer satisfaction to establish itself and grow, these three broad outcomes are very important to achieve.

Yes, a mark of a good call system is that it adapts to your business’s size, call volume, ad format. For example, a small dentist’s office that is just starting out may only need a multi-phone line system for booking appointments and doing outreach.

But a workspace business fielding calls on their clients’ behalf would benefit from a PBX or cloud-based calling. Meanwhile, a remote team would use a VoIP solution to their maximum advantage.

Call center service software designed specifically for small businesses are lightweight, flexible, and cost-effective. They should require little to no ongoing maintenance and installation. They should also feature a simplified UI and a non-technical setup and onboarding process.

With this in place, small businesses can use this focused software to connect with their customers in a faster and more responsive way. They can also integrate CRM details to establish more personalized contact relationships with clients.

Typically, three types of software are used by call center agents:

On-premise software

This type of call center software will be installed on the premises and maintained by an in-house team or a service provider. The solution will be costly and require more investment from the company.

Hosted call center software

The call center software will be hosted off-site and agents can access the software and its functionalities via a network connection. The options for customization and integration will be limited.

Cloud-based call center software

This call center software is like a plug-and-plug device. The software will be app-based which you can install on any smart device and access the dashboard using the internet. Agents can also access the full functionality using their web browsers.

Setting up a call center is no easy feat. You need to begin by:

• Defining your goals and call center type
• Deciding on your budget
• Building and training your team
• Finding the right call center software for small businesses
• Creating a nurturing and hybrid work culture

Once you have covered the basics and purchased a VoIP-based virtual call center solution, setting it up is easy. After you make the purchase, you can choose the necessary features you need:

• IVR
• Custom greeting
• Call routing and forwarding
• Synching and integrating existing apps

You can instantly personalize your cloud phone system with a few clicks of your mouse using interactive menus.

Here is a list of some of the call center software for small businesses.

If you are looking for call center software for your small business, Ringover is your best bet. The VoIP solution is also scalable so that you don’t have to change your service provider as your business grows.

Benefits of Ringover call center software for small businesses

• Advanced analytics, auto-attendants, and more
• Reduced downtime using a predictive dialer
• Saleable cloud contact center software
• Collaboration tools to sustain hybrid work

By choosing Ringover as your call center software, you can:

• Make unlimited calling to over 80 destinations
• Get free local numbers
• Track and monitor performance
• Enjoy text messages, faxes, and collaborative SMSes
• Enjoy cross-platform support and use smartphones and tablets for taking and receiving calls

Ringover Pricing

You can get all the above-mentioned features and more for $54 per user per month. You can also choose annual billing and get the plan for just $44 per user/month making big savings. They also offer a customizable plan.
Offer better customer experience powered by the right insights with a call center software for small businesses. Take advantage of our feature-rich solution without creating a dent in your pocket.

• Call volume
  One of the most immediate benefits is vision into your true call volume. Many managers are not aware that they do not have enough capacity to handle all of their inbound calls. Their customers were getting a busy signal instead of reaching the company. This ultimately means that the company has been leaving money on the table. Once an organization moves to a call center software solution, it is able to see what is really happening. It can see how many calls are in queue, how long callers are waiting, how many abandoned calls there are, and much more. Once leadership sees this data, they can make the appropriate strategic changes to accommodate the demand.
• Track peak days
  Every business will experience peaks and valleys. With a premise-based system, they could only estimate those peaks and valleys. But, with a call center software solution, they can now literally see their peak days and times, and managers can adjust staffing schedules and break times accordingly.
• Monitor internal performance
  The other way that a cloud-based call center helps to improve an organization is the visibility it provides managers into the productivity levels of the employees, and tools to assist with training and performance development. Managers can see all the performance statistics for everybody which leads to better decision-making.
  The hosted call center platform also provides the opportunity to directly improve customer service. For example, because managers can now see calls that have been abandoned – as well as how long each caller waited before abandoning – they can proactively call back those callers to follow up and assist them.
• Call recordings
  Call recording is vastly underused for coaching and quality control. Many decision-makers mistakenly think it’s only good for mitigating legal risks and complying with rules and regulations. But call recordings can help leadership determine the strengths and weaknesses of sales or support staff members. Businesses can often improve results just by empowering managers and employees to review call recordings so team members can hear themselves and strategize ways to improve service. Listening to call recordings is especially helpful when there is an opportunity to review a recording involving a disgruntled customer.
  Without a call recording, the discussion could become a “he said, she said” scenario, and then it’s very difficult to strategize ways to prevent similar future misunderstandings. And these days, when most of the customers are quite capable of making their own recordings and posting them on social media, companies need to know exactly what customers experience when they call. Another benefit is that management can listen to call recordings to help determine the types of training needed at the employee, team or overall department level.
• Call intervention
  Letting managers listen in on live agent calls from their headsets or mobile devices helps supervisors pinpoint agent trouble spots, and offer advice on the fly via whispers or text messages. Recording a call on demand also lets supervisors send the call recording in the form of an email with commentary that can be reviewed later.
• Coaching and learning
  Last but certainly not least is the coaching and learning is a major benefit. Managers will have all the data they need to pull it off: voice, audio, call recording snippets, documents, and more. Delivering the right learning content at the right time is highly important, but employees also need to focus on information retention. Managers can then leverage the individual call records during the annual employee review cycle to lighten the workload associated with annual employee reviews and reinforce the customer experience vision.
  It takes commitment to ingrain customer experience expectations into all customer interactions. But when all customer support personnel fully understand the customer experience vision and model it during every customer interaction, your team will become one that creates differentiation for your department, brand and organization, which leads to greater customer loyalty and in turn a greater share of the customers’ wallets.
• Customer feedback
  By being in direct contact with customers, it is easy to find out what is that they like and don’t like about the way the company is run. This information can be used to improve areas that the customers are complaining about while keeping the areas that customers are happy with running effectively. It can be considered free market research which is crucial to the continued success of a company.
• Skill based routing
  It is possible with call center software to have an idea of what kind of customer is on the other side of the line, such as home language, in order to use an appropriate agent to service them. This will often lead to greater customer satisfaction as well as better call turn-around times. Skills can be assigned to an agent on the system and then the call can be automatically routed to an available agent with the best skill set to handle a particular customer.
• Personalized messages to customers
  A dash of personalization can go a long way in bridging the gap between a customized service experience and a static one. Simple things like having personalized greetings or pre-defining language preference of a customer can do much more than adding a personal touch.
• Custom call queues
  Call queues allow businesses to route calls to the appropriate department, team, or individual. This reduces the amount of time wasted from transferring calls and will help your customers get the help they need from agents with the appropriate skill set.
• Extended reach beyond working hours
  When conducting business internationally, consideration must be given as to the differences in time zones. Companies that use call center services are able to have agents available for their customers on an around-the-clock basis. This means that customers in any area across the globe are able to connect with the business at their own convenience.
  For many businesses, offering this same measure of convenience without a cloud call center is not feasible because of the heightened expense of running a 24-hour operation. Hosted call centers can handle any after-hours customer inquiries the business might receive.
• Positive impression on customers
  Most business owners recognize the fact that excellent customer service is vital to the success of their business. They know word-of-mouth advertising increases when customers are impressed with the quality of service. Dissatisfied customers are more likely to be very active in warning potential customers to stay away from a company. Using a call center software is one way to ensure customers receive the best service, as it can help represent your business in a professional manner.
• Business Integration
  Cloud-based call centers allow small businesses to integrate their various business tools together to create one powerful platform. These third-party applications, such as CRM software, can transfer data seamlessly between the different tools and enable click-to-call functionality.
• No hardware required
  Unlike the premise-based applications which require a huge infrastructural set-up, the cloud solutions do not require any additional hardware. All it needs is a software that is uploaded on the cloud. All the information and the data are stored over there and as a result, the business house does not require any additional multiple pieces of equipment.
• Scalability
  It is essential that the company adapts to the changes in the business cycle. It must be adjustable to the changing dynamics of the organization. Outsourcing to a traditional contact center can prove to be a costly affair when it comes to being scalable. Huge investment is required both in terms of technology as well as infrastructure.
• After call time
  With the use of professional call center software, the after call time is not considered as dead time but is an integral part of the call. Modern call center software automatically provides after call time so that your agents can have that moment to complete their task.
• Deployment time
  Different from the traditional model, the cloud solution has less deployment time and can easily be configured in a matter of few hours. They are not only faster but are also simpler to organize. Unlike the premise software that can take months to set up, this operating system can sometimes be set up within a few hours. The time for installation also depends on the level of complexity of the application. Not only is the set-up time reduced, but the resources required to install are also limited.
• Robust data collection
  Agents need to know about the customer and the interactions that they had, in order to maintain continuity in the communication. The cloud solution allows them to have all the data at their disposal without much delay. They can have access to customer reports, their preferences and with the historical reporting feature even have a gist of the earlier interactions.
• Extra manpower for other projects
  The majority of companies don’t maintain a staff dedicated solely to the handling of in-coming customer calls. They might train their team on how to provide excellent customer service over the phone, but answering calls can hinder employees from completing other important tasks.
  Leaving the in-house staff to deal with inbound calls can result in a major breakdown in efficiency. Companies that utilize call center services get to reserve their in-house manpower for other areas of their operations, boosting productivity and profits.