Even in today’s digital world, customers often prefer phone support when reaching out to customer service. The immediacy and familiarity of talking on the phone with a real human builds trust between a customer and customer service agent.

But, managing phone support can be a major challenge for many growing companies. While it’s often a great way to help customers, phone support is also the most time-consuming, least cost-effective, and hardest-to-measure support channel.

If you want to offer customers great phone support, you’ll need an effective call center software that supports your service team. Without software, customers will be left waiting on hold while agents struggle to answer queries. Supervisors won’t be able to manage the chaos because they won’t have any insight into call volume or trends.

The best call center software routes call to the right agents provides employees with additional context and help management execute an omnichannel strategy.

So, whether you’re a team of ten or a few hundred, choosing the right tools to build your call center is critical. 

• What features do you need in a Call Centers Software?
• What Programs do Call Centers use?
• What is a Call Center Software?
• How can I Start my own Call Center?
• Is It Profitable to Use Call Center Outsourcing for Small Businesses?
• How many Types of Call Centres are There?
• How do Call Centers Charge their Clients?

What features do you need in a Call Centers Software?

The best call center software depends on your team’s specific needs. Every tool has benefits and drawbacks depending on how you plan to use it. To understand which tool is right for your organization, draw up a list of desired features and then focus on your top choices. Below are a few features you might want to consider in your search.

1. Omnichannel

If you’re looking for a call center software, then you’re likely supporting your customers through other communication channels as well (like email, live chat or social media). It’s important to consider how well your new call center software will integrate with your other channels.

Read Also: Complete Business Solution

HubSpot found that a unified customer service experience reduces customer friction and increases front line efficiency. Ideally, incoming calls should be logged on your help desk which will allow agents to follow up via email.

Additionally, this feature will let everyone else on your team see the context of previous customer interactions — regardless of the channel they took place on. This feature allows you to create a consistent customer experience no matter which channel the interaction begins on.

2. Call Routing

When customers call your team, how do they get connected to the right person quickly? Whether your software offers automated call routing, or if customers need to select a department after listening to a set of options, it’s important to understand how your call routing will work. Many systems are complicated to update on the fly — so try setting up and changing your workflow during your trial period to make sure you’re not stuck with one configuration.

3. CRM Integration for Customer Context

According to Bold360, most customers believe it takes an average of six interactions to resolve a problem. This is a huge source of frustration for customers. Every time they pick up the phone they need to repeat their issue as well as provide a summary of their previous interactions.

But, when agents have more context about the customer who’s calling, they can provide more effective help. They can quickly reference past interactions with the customer which prevents customers from having to repeat themselves. Agents can look at trends in product usage and take steps to ensure the customer doesn’t need to reach out again about the same issue.

Many call center tools provide context through CTI (computer-telephony integration) pop-ups that identify a customer through their phone number and surface previous interactions through the browser. Understanding how the software you’re evaluating logs calls and integrates with other systems (like your CRM) is critical to providing your agents with enough context to be helpful.

3. Cloud-Based Calling

Call centers operating on cloud networks will require a cloud-based calling system to align with their online databases. Cloud-based calling, or a Voice over Internet Protocol, (VoIP) is a phone system that runs through the internet instead of a phone line.

While a third-party provider typically offers this service, it’s usually cheaper to install and maintain than regular landlines. That’s because VoIP doesn’t require on-premise hardware, which removes the typical maintenance and infrastructure costs that traditional phone lines have. 

4. Reporting

Running a call center requires managers to have a finger on the pulse of call center metrics like incoming call volume, call trends, and agent efficiency. It’s impossible to manage scheduling and plan for the future without knowing how your team is handling fluctuations in traffic. Reporting can help identify common issues that customers are calling about, gaps in your support coverage, and potential training opportunities.

5. Outgoing Calls

Call center software isn’t just for inbound customer service. Agents might need to make outbound calls to customers if you offer proactive customer support options. Sales teams might work through your call center software to place calls to prospects. If your contact center also requires agents or sales teams to place outgoing calls, look for software that includes an automated dialer and easy to use call logging features so your CRM stays up to date.

6. Usage Pricing

Finally, a word of warning about call center pricing. Depending on how your chosen software assigns your phone numbers, you might be charged more than expected for each minute on the phone. Before committing to any new phone lines, make sure to confirm what’s included in the package and how much each call and minute will cost.

What Programs do Call Centers use?

1. HubSpot

HubSpot’s Help Desk Software, integrated with Aircall, is built on top of HubSpot’s leading CRM and connected to its sales and marketing software. That means that no matter who the customer talks to, the front line agent has all the information they need to resolve the issue directly in front of them. Placing this information into a single view helps employees deliver superior customer experience.

HubSpot’s call center software features advanced automation tools and insightful reporting that helps your team consistently improve customer service. Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support — Aircall plans start at $30/user/month.

By combining HubSpot with Aircall’s cloud-based phone system, businesses of all sizes can offer a delightful end-to-end customer experience across a variety of channels.

Price: Free

2. Nextiva

Nextiva’s Call Center is an easy-to-use solution that helps you connect with more callers in less time, with fewer agents. With Nextiva, you get features like IVR, automatic call routing and call queuing. Also, you can optimize agent call flow, leverage virtual agents to automate interactions and streamline the experience for the caller. 

Pricing: $50-$100/month per user

3. Bitrix24

A contact center built around your to-do list, Bitrix24 helps teams collaborate to get their work done. They offer a multitude of customer service channels, including rentable telephone lines, live chat, and email queues that all integrate into Bitrix24’s task management software and CRM. Bitrix24 also offers an on-premise solution for industries that are still required to, or feel more comfortable with, hosting their own data storage.

Price: Free

4. TalkDesk

A robust call center solution for enterprise teams, TalkDesk offers features designed to help big teams manage phone support at a fast pace. From workforce management to industry-specific security features, TalkDesk helps teams with everything they need to deliver a consistent customer experience at scale.

Pricing: Variable

5. Five9

Five9 brings together everything your business needs to launch a complete customer service and sales call center. Focused on enterprise businesses, Five9 includes workforce management tools, predictive dialing, and CTI (computer telephony integration) screen pops to help agents provide better service and not miss a chance to upsell.

Pricing: Variable

6. RingCentral

RingCentral is a flexible cloud-based phone system that supports both desktop and mobile users. One unique feature it provides “RingOut,” which enables one-touch calling from any phone or internet-enabled computer. Additionally, RingCentral has powerful call delegation and answering rules so you can be sure calls are routed to the right individual.

Price: Variable

7. CloudTalk

ClouldTalk is an innovative call center software that provides its users with a variety of unique tools to work with. For example, its custom queue feature allows support teams to dictate where incoming calls will be distributed. With CloudTalk, inbound calls are routed to agents who are best suited to solve the customer’s issue. This eliminates call transfers which adds friction to the customer experience.

Another customizable feature that CloudTalk offers is personalized voicemails. If your team is unavailable, customers can leave voicemails that agents can respond to later. That way, customers aren’t stuck on hold waiting endlessly for your team to answer them. Instead, they can simply leave a message, return to their work, and wait for your team to reach out with a prepared solution. 

Pricing: 15$/month

8. Dixa

Dixa is simple to set up a contact center that runs entirely in the browser. Featuring advanced call distribution algorithms and caller recognition, Dixa is a modern solution designed to improve the experience of both the customer and the contact center administrator.

Pricing: $19/month

9. Zendesk

Built on one of the most extensive customer service platforms, Zendesk Talk offers a call center solution for businesses of every size. With automatic ticket creation, agents can take advantage of Zendesk’s slick help desk features to help customers across every channel.

Pricing: $29/month

10. LiveAgent

LiveAgent’s call center solution is built directly into their multi-channel help desk, so you can help customers over any channel you choose. One of the only tools on the list not to charge a per-minute usage fee, LiveAgent can be a cost-effective solution for small and medium-sized businesses that rely on phone support.

Pricing: $39/month

What is a Call Center Software?

Advancements in Voice over Internet Protocol (VoIP) and hosted software has made a reality the hosted call center environment requiring the most basic components – a PC, a browser and a phone. With a call center solution, you can now easily set up your own dedicated call center hub that can undertake quality monitoring, call recording, speech/text analytics, virtual queuing/web callback, and social media support.

What is call center software? It is your tool for enhancing your help desk and boosting customer support which are service areas you should do well to focus on for the reasons we’ll tackle next.

Despite its seemingly diminishing status and the wide availability of self-service channels, the phone is still a favored tool by customers. A research study by Harvard Business Review found out that 57% of customers end up shifting from web to phone (inbound call) for support.

Meanwhile, according to eConsultancy, customers prefer the following support channels when they need help: phone, email, live chat, online knowledge base, and “click to call” support automation. On the side of businesses, a Contact Center Survey revealed that 62% of organizations view customer experience provided through contact centers as a competitive differentiator.

With these data, it makes sense to invest in a good call center solution to further reinforce your business operations. However, before choosing one, it is best to first gauge what this type of software can do, how it works, and what to expect in terms of subscription plans. 

How can I Start my own Call Center?

If you enjoy helping people and talking on the phone, and you don’t want to leave home to make a decent income, starting your own virtual call center could be a profitable entrepreneurial move for you. You need a quiet room where you won’t be disturbed while you’re on the phone and a modest budget to invest in some equipment.

1. Select Your Specialty

Different call centers offer different services and may require different ranges of experience. An inbound call center for drug rehabilitation patients, for example, requires a much different set of skills than an outbound call center selling newspaper subscriptions or an inbound call center booking hotel reservations.

Select a specialty that suits your background and interests. This not only makes it easier to promote your services to new clients, it also makes the work more enjoyable.

2. Call Center Equipment

The equipment needed for your call center will likely depend on your clients’ needs. A client that already uses virtual call centers may require you to use a specific software program. Some clients insist that you use a phone line, while others prefer that you use an internet phone service such as Skype or a chat interface that is linked to the company website.

Regardless of your clients’ requirements, you should have a good computer with the latest operating system. Equip your computer with up-to-date anti-virus, malware protection and a firewall. Windows 10 comes with these protections already; however, clients may want you to invest in additional software.

You should also invest in broadband internet and a wired telephone – not a cordless phone – to ensure the best call quality. Add a good-quality headset so you can type and make notes without the physical pain of having a receiver pressed against your ear all day.

3. Call Center Software

If your first client doesn’t already have call center software, it is up to you to manage your work yourself. There are several call center programs available at a variety of pricing packages. The software you select should be able to track calls and offer email and chat options, as well as give you the ability to queue calls with recorded messages or music. Make use of free trial programs to get acquainted with the software before making the investment.

4. Finding Your Clients

Because your call center is virtual, there’s no need to restrict your client prospecting efforts to your own city. The entire world is open to you. Make use of social media including LinkedIn and Twitter to let people know what you have to offer. If you are fluent in other languages, include this information in your social media profiles.

If you decide to focus on small businesses like doctors’ or lawyers’ offices, you may want to offer additional virtual assistant services.

5. Growing Your Business

Network with others across the country or across the world who offer services similar to yours. If you’re on the East Coast, for example, and you connect with someone on the West Coast, you may be able to help each other acquire clients who require a call center that’s open across multiple time zones. You may prefer to partner with these people or subcontract them to increase your revenue and profit.

Whatever arrangements you make, their professionalism is a reflection on your business, so remember to check out their references and interview them on the phone before making any agreements.

Is It Profitable to Use Call Center Outsourcing for Small Businesses?

Customer-oriented approach is one of the most beneficial now and it comes to the fact that one of the most popular services which are preferred to be outsourced is call center because among the wide range of communication means the phone is most preferred. The recent research shows, that 71% of people prefer talking to someone, feel the soothing supportive voice of another human being.

“Founders and CEO of every startup should pay attention to the depths of business without spending time on lead generation, customer support and virtual assistance” – says Michael Balyasny, CEO of Attendify. The fast-growing quantity of customers among small businesses forced a lot of companies to look for new solutions of not using in-house call centers. 

Let us show you the benefits of outsourcing call center:

1. Helps to save time and money

It can take a year for a new employee to contribute to the success of your company. Besides, it takes a lot of time and money to invest in hiring and training each new staff member. By outsourcing a full team of call center support experts who know exactly what direction to run in, your business can move much faster and productively.

The professional provider will find the best solutions to improve metrics like average handle time, first call resolution, customer satisfaction, etc.

123 Finance provides us with the next call center outsourcing costs:

• United States/Canada $500-700 per month
• Western Europe: $700-800 per month
• Eastern Europe $250-500 per month
• Australia: $700-800 per month
• Africa/Middle East: $150-300 per month
• The Caribbean and Central/South America: $90-200 per month
• Philippines: $300-800 per month
• India/Pakistan: $100-200 per month

2. Helps to focus on core of business

On a competitive market, outsourcing call center support services make it possible to focus on core areas of business and concentrate on long-term, strategic processes. Experienced outsource provider allows you to have the advantage of business development and stay ahead of the competition. As a result, you focus on your niche instead of trying to cope with things outside your field of expertise.

Providing professional 24/7 call center support for users is expensive. Because of its greater economies of scale, a dynamic outsource partner can provide customer support at a significantly reduced price.

3. Gives you customer retention

Competition is the backbone of US economic policy. It is a well-known fact, that 82% of customers every year pass a company owing to improper customer support experience and stick to other services. Outsourced call center gives you satisfactory responses and raises your business among competitors.

Outsourcing services are the major differentiating point between startups. When companies improved customer retention by a mere 5%, profits rose by up to 95%, Harvard Business Review reports.

4. Provides with word-of-mouth marketing

If you are in a small business, you have no infinite budget. You are not able to spend a lot for advertising campaigns, but advertising really matters.
Outsourced call center gives you access to the power of word-of-mouth marketing. Being a startup Softcube gained popularity among their clients by outsourcing their calls to call center outsourcing services.

Expert customer service is the link between business and word-of-mouth marketing. 91% of B2B customers bought products which were previously considered to be good by other customers, says Amity Kapadia, Director of Content Marketing at Ambassador.

Meeting customer’s needs is far from easy tasks. But outsourcing your call center will help you to improve your services and will give you infinite space for the exploitation of your own success. The benefits of such a decision are never-ending.

How many Types of Call Centres are There?

Call centers are one of the tools that companies use to provide clients with a support system. In this post, we will look at the main types of call centers and explain job responsibilities of each of these call centers: inbound, outbound and virtual.

1. Inbound call center

An inbound call center employs agents who receive calls from customers. These call centers tend to focus on assistance for customers who need to solve their problems or need instructions.

For example, if your internet connection stops working or if it’s too slow, you can call your internet provider’s customer service center to report the issue and get it fixed. Apart from on-call support, inbound contact center agents often provide email response or chat support. 

The main goal of an inbound call center is to resolve as many customer issues as possible. The number of calls handled by agents largely depends on the number of people contacting the call center. On some days, the call center may be very busy, on other days, the inflow of calls may be much lower. 

2. Outbound call center

In an outbound call center, agents call potential or existing customers rather than receiving calls from them. This type of call center is mainly used for sales, promotions and customer surveys, but it’s not always the case. Some businesses choose to welcome their new clients with the so-called welcome call, during which agents provide further information on the company’s products or policies.

3. Virtual call center

Many businesses have opted for virtual or cloud-based call centers that combine the services of inbound and outbound call centers with various advanced features. Cloud-based call centers can be operated from anywhere, the set-up is very easy and quick and you don’t need any special programming skills or equipment.

Users only need a computer or a phone with internet connection to access the service. A huge advantage of virtual call centers is the possibility to integrate them with your existing tools, such as CRM or sales support systems.

These three types of call centers can be further divided into domestic and international call centers. Domestic call centers make and receive calls from people within the same country. So if your call center operates in France, your agents will be in touch with customers living in France only.

On the other hand, international call centers receive and make calls to people from all over the world. International call centers often use several local phone numbers or toll-free numbers to minimize fees for their customers. 

Call centers can be also classified based on the owner:

• In-house call centers are owned and operated by the company itself. This means that the company’s team takes care of the installation, configuration and maintenance with in-house software and hardware.
• Outsourced call centers are the cheaper option used by companies that can’t or don’t want to hire agents and spend money on training, offices and technologies. Businesses that are worried about costs and time related to set-up should consider using the services of a cloud-based call center that does not require any programming or special IT infrastructure. 

How do Call Centers Charge their Clients?

Many of the questions asked by our new clients revolve around one topic – “prices”.  Call center pricing might be the single most important factor in the whole outsourcing process. There are many variables involved in outsourcing costs including: skill levels, type of work, location, and duration of the application.  Here are some general guidelines to call center prices in our industry:

Read Also: Help Desk Software for Small Business

1. Inbound

Inbound call center services tend to be priced in three main ways:

• Shared – “Shared Inbound” is defined as services in which a pool of agents answer calls for 1-3 dozen clients.  The client then pays only for the time used on a per minute basis.   These rates range from $.35-$.45/minute at low cost international agencies to $.75-$.90/minute in the US/Canada. Shared Services are ideal for applications with wild volume swings or low overall activity.
• Dedicated – This type of service involves a dedicated group of agents that handle calls exclusively for one client.  Our call centers typically price this service on a per hour basis.  These rates range from $8-$15 internationally to $22-$28 in the US/Canada for “normal” agents. Dedicated Services are ideal for complicated applications or when volume is significant and predictable.
• Monthly – This type of call center pricing is basically a subset of “dedicated”…simply compiled into a monthly rate instead of an hourly rate.  Many low cost international call centers offer this type of pricing.  However, it is rare to find it in North America or Europe.

2. Outbound

Outbound call center services are typically priced as follows:

• Hourly – This is the “normal” call center price structure for outbound sales, lead generation and appointment setting.  In general, rates vary based on the location of the agency.  Smaller agencies in India or The Philippines normally charge from $6-$10 per hour.  Furthermore, call centers in Eastern Europe or Latin America normally feature rates from $9-$14/hour.  Finally, call centers in mature western countries (like the US, UK, Germany & Canada) typically charge $22-$32.   Very specialized, high level agencies in these countries can occasionally be hired for $35-$50 per hour.
• Commission – On certain sales or lead generation applications, a full commission structure makes sense for both parties involved.  The amount of commission is completely dependent on the situation.   However the amount earned per hour by the call center should provide at least a 10% to 20% premium over their normal hourly rates to account for the additional risk to the call center.
• Hourly + Commission – This might actually be our favorite call center pricing structure for sales programs. Just like you pay an internal salesperson in this manner, a combination structure provides that both parties have “skin in the game” and often works quite well to maximize performance.

3. Location

The single largest outsourcing cost variable is location.  Therefore, selecting a call center located in the US or Europe versus India or Latin America will have a huge impact on costs.  Here is a general guideline to outsourcing costs by geographic location:

• United States/Canada: $22 – $35 per hour
• Western Europe: $40+ per hour
• Eastern Europe $12 – $25 per hour
• Australia: $35 – $55 per hour
• Africa/Middle East: $15 – $20 per hour
• Latin America: $8 – $18 per hour
• Asia/Philippines: $8 – $14 per hour
• India: $5 – $9 per hour
• Pakistan: $6-$10 per hour

Finally

Call center software ranges in features and pricing. Many companies offer countless features and add-ons, but small businesses may prefer the simplicity and quick onboarding that more basic software can offer.

Call center software can help your customer service agents personalize customer experiences and reduce wait times for a more efficient and customer-centric process.