How Call Center Solutions Help Small & Medium Enterprises?

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As a small and medium-firm, you may believe that call or contact center technology is too complicated and expensive to afford. However, the situations have changed. 

Features that improve customer service benefits businesses with huge IT budgets and resources. Smaller firms are typically hesitant to use these solutions because they perceive them to be pricey and resource-intensive.

Cloud-based technology has changed the way we use technology. The good news is that contact center solutions like telecalling software are no exception. 

Contact Center as a Service (CCaaS) is a business model that allows enterprises to access the software through the Internet. This eliminates the need to purchase and manage on-premise infrastructure.

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Let us look at how call center solutions help small and medium-sized companies increase productivity.

Interactive Voice Response System (IVR)

An interactive voice response system allows callers to choose which agent they wish to speak with based on their needs. For your customers, using IVR is as straightforward and intuitive as feasible.

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By pressing the dial pad on their phone or speech, consumers can go through many alternatives via IVR. Callers hear pre-recorded voice memos such as “Press 1 to…” that are played automatically by the system.

The results are happy customers, service reps who can be accessible at any time, and more productive staff.

Skill-Based Routing

The second most critical feature of any call center software is skill-based routing. 

The caller is presented with a number of options until they are connected with the most helpful agent. 

Here is an example of how you can improve productivity using skill-based routing.

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Skill-based routing can help your agents perform better and be more productive. It allows a specific agent to tackle inquiries that are more in line with their given expertise. This helps them spend less time on the phone with customers. As a result, they can assist more people more effectively than ever before.

Call Recording

Call recording 

You might have heard the phrase “This conversation may be recorded for training purposes” when you call a business. 

Listening to and recording conversations has become standard, so your call center software should be able to record phone calls as well. These recordings will help you with training and increase your team’s productivity and customer happiness.

Here is an example of how a call recording feature can improve overall business productivity.

Small firms can use call recording to provide feedback to employees on how they’re communicating with clients. Managers will have the ability to help teams improve their phone etiquette, communication skills, and overall performance.

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By monitoring calls, managers can instruct them on how to provide better customer service and help. By listening to call records in a private session with their managers, agents can recognize and understand what is expected of them and which qualities they need to improve and work on.

The final effect is increased efficiency and productivity, which leads to increased revenue.

Power Dialers

Power dialers and telecalling software are typically used by outbound agents

The process of manually dialing a phone number takes no more than a few seconds. When outbound call center operators make thousands of calls every week, however, these few minutes can quickly stretch into hours.

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A power dialer dials stored phone numbers from a pre-selected list automatically. Only once the current call has finished may a new one be made.

The Power Dialer automatically recognizes phone numbers on your contact list. You can also dial a phone number four times faster and make up to 80 calls per hour using it. This saves your agents hours of dialing time by reducing manual labor and increasing productivity.

CRM Integration

Your software enables your staff to work more quickly, effectively, and efficiently. This is only possible if your tools can communicate with one another. 

Having powerful but simple connectors will help your team perform better.

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An agent’s regular working day can be divided into segments using CRM integration: call preparation, call duration, and call wrap-up activity. 

Data entry is a much bigger fixture in your team’s day-to-day without the agility of an integrated CRM system. 

Data can flow across systems automatically via integration. Without the extra strain of regular correct data entry, agents have more time to interact with consumers and build stronger bonds.

Telecalling Software

Telecalling software helps businesses reach out to customers, generate leads, convert leads, and drive sales. These are done through phone calls, text messaging, chats, video calls, and emails, among other methods.

How telecalling software improves productivity:

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Telecalling software allows you to reach out to as many clients as possible. This is because you only need a client’s phone number rather than their address to meet them in person. Direct or human selling is significantly more expensive than contacting customers through phone calls or emails, which is more efficient and productive.

Call Center Analytics

You’ll need to be able to monitor and measure your metrics. This helps you understand the influence of call center software and optimize your operations.

This is when your call center software’s analysis tools come in handy. You can increase team performance and make data-driven improvements to your workflows by being able to measure and track your metrics.

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Analysis and tracking functions vary based on the call center software you choose, from missed calls to processing time.

It would help if you were mindful of the data you want to collect and track while choosing software. Advanced analytics and live feed monitoring are available from the leading call center solution providers like Aavaz Free PBX


SMBs that rely on outdated technology with limited capabilities will find it difficult to compete in this competitive marketplace. 

You can gain a significant competitive edge by investing in a CCaaS solution. You’ll not only deliver effective customer service across many channels using innovative features, but you’ll also improve your overall business productivity. 

Contact Aavaz FreePBX, a leading call center solution provider. Aavaz offers a free online PBX system with customized call center solutions. You can improve your productivity, efficiency, and more while still being cost-efficient. 

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