Are you juggling between customer satisfaction, round-the-clock support, and agent burnout? Call center software enhances your ability to deliver exceptional customer service. From automatic call distribution to monitoring and optimizing agent performance, the software enhances the overall customer experience while equally utilizing agent bandwidth.
However, the key to maximizing your team’s ability to serve customers lies in selecting a call center solution with features that match your unique business requirements.
This article highlights five key call center software features based on the ratings given by verified software users. We have included the highest-rated call center software solutions for each feature. Read more.
1. Call center management
Call center management feature helps manage call center operations by providing call monitoring, call recording, call answering, call transferring, etc. Additionally, the reporting and analytics abilities offer access to insights for data-driven decisions, including agent performance, customer issue resolution, and call distribution, among other key call center performance indicators.
What business problem does call center management solve?
Improper management and lack of coordination among the daily call center activities can lead to poor customer service. The call center management feature helps tackle such challenges by automating redundant tasks and tracking resource utilization, and monitoring agent performance. This reduces the wait time for customers and ensures efficient customer handling and issue resolution.
Ideal users of the call center management feature
If you are a call center manager, you can benefit from the call center management feature as it gives you holistic control over all call center activities from call handling to agent performance. You can use the tool to automate all tedious and repetitive tasks such as recording, transcribing, monitoring, and routing. You can also integrate the tool with the customer relationship management (CRM) system to sync all customer information such as name, interactions, issues, resolutions, etc. for personalized support.
Top 3 products with the highest ratings for call center management
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2. Call logging
The call logging feature of a call center software solution is dedicated to storing and managing all incoming and outgoing calls. This feature offers a centralized system for organizing and retrieving recorded calls and related information (customer phone numbers, date, time, duration, and the agent’s extension code). Agents can also add notes or comments to call logs, providing additional context or important details to evaluate performance and quality.
What business problem does call logging solve?
The call logging feature addresses the challenges of finding call-related information for assessment. It provides a centralized database to store call recordings with timestamps and participant details. The data can be downloaded and shared with other team members based on their roles and requirements. Additionally, this comprehensive information assists call center agents in providing personalized customer support such as identifying language and time preferences for accurate and on-time resolution.
Ideal users of the call logging feature
If you are required to manage the call database then you can benefit from the call logging feature. It is a part of knowledge management activities for customer experience and relationship teams, which includes capturing and preserving data for decision-making. This helps improve service quality and increase revenue.
Top 3 products with the highest ratings for call logging
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3. Call monitoring
Call monitoring feature of call center software allows listening to a live agent and customer interaction for training and assessment purposes. This feature offers whisper coaching for real-time feedback and guidance to agents during a call without the customer knowing. Barge-in feature allows managers to join a customer call and call evaluation assesses and rates agent assistance based on predefined criteria.
What business problem does call monitoring solve?
The call monitoring feature facilitates consistent and quality customer support by assessing and optimizing agent performance. Additionally, live phone call monitoring ensures that the agents stay compliant with the set standards of dealing with customers and their issues, especially when resolving disputes. In situations that require immediate attention, the feature allows intervening into calls and handling customer concerns.
Ideal users of the call monitoring feature
Call center managers can use call monitoring when focusing on training and development to boost agent productivity. The feature allows you to evaluate conversations between agents and customers based on call handling time, issue type, customer behavior, feedback, adherence to quality standards, and other relevant factors.
Top 3 products with the highest ratings for call monitoring
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4. Call recording
As the name suggests, this call center software feature focuses on recording and storing an inbound or outbound call between agents and customers. Call recording can also be a functionality included in call logging or offered as a stand alone feature. The feature creates a pool of all inbound and outbound calls, which can be filtered using date, time, customer details, etc.
What business problem does call recording solve?
The call recording feature is dedicated to solving the challenges of quality assurance and training. The recordings can be used to assess agent performance, adherence to scripts and protocols, and customer handling skills. This assessment helps identify the areas of improvement, the need to implement targeted training, and ways to improve service quality.
Ideal users of the call recording feature
Call recording is an ideal feature for you if your job is to strategize and implement training programs for call center agents and set clear guidelines to handle customer issues and disputes.
Top 3 products with the highest ratings for call recording
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5. Reporting and analytics
Reporting and analytics call center software feature assists with monitoring the key performance indicators (KPIs) for all call center activities. The KPIs include call handling time, agent performance, customer feedback, training, and other relevant day-to-day operations. The feature allows creating detailed reports of an individual, team, or overall call center performance and analyzing them against the set KPIs.
What business problem does reporting and analytics solve?
Reporting and analytics feature assists with performance evaluation for individuals and teams. The insights from the evaluation can be utilized to solve business problems such as long wait time, poor customer feedback, or delayed issue resolution. Moreover, the feature assists in optimizing resource utilization for the customer relationship teams. By analyzing call volumes and peak hours, supervisors can adjust routing calls, scheduling breaks, and setting shifts for agents. This, in turn, boosts productivity and improves customer support service.
Ideal users of the reporting and analytics feature
Call center managers involved in decision-making to solve business problems can benefit from reporting and analytics features. Additionally, managers involved in the training and development of agents can utilize call quality and performance metrics to identify areas of improvement and implement training programs to improve call handling.
Top 3 products with the highest ratings for reporting and analytics
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