Need to scale your business operation through calls? Order-taking service refers to inbound and outbound call center services, allowing to place their order online or over the phone. Order-taking service plays a significant role in saving time and effort for customers. Indeed, efficient customer service is like fuel to keep your business running. As per Statista, 40% of customers in the USA stop doing business with specific brands just because of bad customer service. Thus, call center agents use tools and techniques for a smooth flow of services and to retain customers engaged. In this blog post, you will learn about must-have 12 tools and technology for efficient call center service. So, let’s get started!
Exceptional Call Center Tool_ Inbound VS Outbound Call Center
At the initial stage, it is necessary to understand what different types of call centers incorporate for business and their unique functions. Plus, it is also important to determine what tools they use and which one you need for your operation.
Call center services are based on Inbound and outbound services but often call centers provide one or both. Inbound call center where trained agents receive customers’ calls. Customers ask questions on call, report issues, or ask for assistance.
On the flip side, in an outbound call center, agents make outgoing calls to reach the customers. Usually, outbound calls are performed by sales agents to sell products and services. To take services, outbound calls are also important.
24/7 Inbound Call Center for Order Taking
- Flexible Platforms
- Business Intelligence
- Digitally-Fluent Agents
- 24/7 Call Center Service & Support
- Customized Call Center Programs
- PCI Compliant
- Performance Training
- Workforce Management
- End-to-End Security
12 Top-notch tools and techniques are as follows:
1. Call Center Software (Help Desk Software)
Customers are not likely to pick up the first call from call center agents, in fact, several customers like to approach agents for any queries, support, and assistance. Zendesk, Magneto, and Salesforce are top examples of help desk software. Research from Zendesk indicates that 63% of customers prefer emails, 43% use live chat support, 25% social media, and 22% SMS support for answers.
2. CRM (Customer Relationship Management) System
CRM plays a crucial role in order-taking services that are provided by a certain platform to customers to manage their information and data. According to the survey, 85% of call centers use CRM to store data, and security, build positive customer relations, and streamline the order-taking process. When you receive a call you can see the caller’s details such as:
- Name
- Company
- Account Value
- Survey response
- Customer experience score
3. IVR (interactive voice Response) System
Call centers claim a 300% increase in call volumes at the beginning of the Covid 19. An Interactive Voice Response system is essential for call centers to provide automatic call routing to customers, where they can navigate many options by using voice. Over 70% of call centers use IVR to interact with clients, reduce waiting time, and provide high-end services.
4. Call Recording and Monitoring System
Research shows that almost 80% of call centers influence call recording and monitoring software to enhance agent presentation, turnout capability, and customer satisfaction. It is a way to record calls and store them to consider the customer’s interaction and quality service assurance.
5. Live Chat Support System
Live chat support is a real-time communication tool between customers and agents. It is based on text, voice or video calls, websites, and mobile apps. Omni channel is the biggest example of live chat support that effectively performs an order-taking service. Approximately, 70% of call centers use a live chat support system.
6. ACD (Automatic Call Distribution) System
An automatic call distribution system is best for handling large-volume calls to reduce the stress on agents and distribute the service efficiently. This tool is preferred by over 92% of call centers to optimize the call center routine.
7. Conference Call System
Customers hate to wait. Right? When call center agent put their calls on hold for a long period it badly affects the customer’s service. Instead of doing this, you can use a call conferencing tool to reduce the wait time, when sending calls to the relevant department. If you are an agent and want to talk with a supervisor, call conferencing is the best option.
8. Whisper coaching system
The whisper coaching system is also a vital tool for agent training. This tool enables managers or coaches to talk and listen to the caller’s communication with the agent. It is a great way to train the call center over taking agents.
9. Call Barging
Like call recording, call barging allows managers to listen to live calls without the agents and clients knowing it. Additionally, it lets supervisors talk to the consumer and the agent if required, particularly if the customer asks for it.
10. Scripting Call system
Call center agents rely on scripted call answers for effective customer service. in this system, the agent provides scripted answers to customers’ queries. The customer gets a prompt response to their question without wasting time.
11. Call Queue
It is hard to respond immediately to all inbound callers at a time. Thus, call centers use a call queue system to make the waiting time pleasant and tolerable. Call queuing organizes all calls into waiting lines to ensure smooth and stress-free customer service. it is good to wait before answering the caller instead of directly sending it to voicemail.
12. Introduce Mobile Application
People prefer to use mobile for any queries or assistance. You need an internet-connected device for your agent like a mobile, laptop, or tablet. Create a mobile app for the convenience of customers and order-taking service enhancement.
Bottom Line
Customer services are not only key to satisfying a huge base of customers but also play a significant role in retaining them. In call centers, to make order taking service agents use many tools and techniques such as call monitoring, help desk software, CRM, IVR, ACD, live chat support, mobile applications, call queues, and more. Further, script call systems, whisper coaching, barging systems, and conference calls are also important. Emenac Call Center provides exceptional order-taking services to all kinds of call centers.
