This Method is Saving Startups Thousands on Call Centers

No Pricey Phones or office space is needed!

Yes, you heard it right. 

Small business owners hardly imagine setting up call centers at their premises because the cost of equipment, renting space, and hiring employees to answer the calls consumes a large part of their budgets. However, having a call center shows the seriousness of your company because this center is in direct contact with the customers, and the way they talk will either make your visitor a lead or your lead a visitor. 

You must be clear about what call center software is. 

For those who are not, here is some quick info: This is a software used for managing your customer interactions in one place.

It performs several duties, such as:

• Replying to queries
• Answering inbound calls
• Responding to emails
• Interacting in live chat
• Performing outbound calls. 

In contrast to it, this section also has to deal with queries, complaints, and much more.

Perks of Call Centre Software:

• Your customers expect immediate answers to the calls from your side, which might be troublesome for agents as they may need help with the never-ending demands of your consumers, leading to poor customer experience. But, with call center software, you can keep up with all the consumer queries with automated IVR Greetings and 24/7 working time. 
• Call center agents will be available in a different time manner and require time to get used to daily work. In contrast to it, the call center software can manage any query and technical issue smoothly, which improves productivity. 
• With no physical restrictions on activity limits, you can expand your business however you like with the help of a call center. 
•  Call center software allows the routing of the calls to the right team, which provides your customers with the best experience. 
• Call center software provides your business with a professional image. It is designed to automatically direct and respond to calls in a professional and shows the seriousness of your company. 
• Call center software prioritizes important calls. It provides a sequence that tells the client's needs by entering a specific number. It allows you to make logical orders for your customers. 
• Every call center software has features like instant cloud backup. The software will secure all the call information on its system, which allows you to make further improvements to your business. 

Unnegotiable Call Centre Software features for Small business ventures:

• Omnichannel:

An omnichannel call center software that supports multiple integrated communication channels, including phone, chat, email, text, and social media. It allows agents to carry out customer interactions by taking ideas from previous conversations on other channels. 

• Call Routing:

Every customer wants their problems to be handled by the person in authority and not someone who has superficial knowledge about the problem. So, a good call center software must be able to re-route the calls after pressing just 1 or 2 on the dial pad. 

• Cloud-Based Calling:

Cloud-Based Calling, or Voice Over Internet Protocol (VoIP), is a phone system that runs through the internet instead of a phone line. It is hosted and supported by third-party vendors and includes technologies consisting of the Automatic Call Distributor (ACD) and interactive voice response (IVR) system.

• Reporting:

Call center software must allow managers to measure the performance and efficiency of their call centers, such as incoming call volume, call trends, agent efficiency, KPI, etc. 

• CRM Integration: 

This feature allows agents to have a 360° view of the callers, which enables them to provide a personalized experience to the callers. 

• Interactive Voice Response (IVR):

 IVR helps you pick up your customer's call instantly and be available 24*7. It interacts with your customers via keypad tones and provides the callers with the appropriate responses. It also allows you to convey the message of long queues and communicate with your callers in their native languages.

• Outbound Calls:

 Call Centre Software must allow the agents to make outbound calls to offer customer support options with an automated dialer and easy-to-use logging features instead of typing every number on the dial pad. 

• Call Scripting:

Call center software must integrate with other back-end platforms to suggest particular scripts for particular customers, providing them with tailor-made messages. These functionalities can help with maintaining continuity whenever a call is being transferred, paused or resumed. 

Here comes the most awaited part:

Best Call Center Software for a Small Business: 

1. Hubspot:

Best for:  

• Omnichannel support
• CRM integrations
• Internal collaboration
• SLA management
• Reporting 

Hubspot's help desk service and service hub are integrated with Aircall. It allows you to easily line up an entire day's worth of calls easily. Place sales calls from your browser without even picking up a phone. It also allows managers to efficiently coach with conversation intelligence that provides transcription for keyword searching, call commenting, and call analysis. It is an all-in-one software that your team can actually use. 

 2. Dialpad Ai Contact Center:

Best for:

• Outgoing calls
• Workforce engagement management
• Sentiment analysis
• CRM integrations
• Call routing

Dialpad Ai Contact Center has built-in AI, which automatically surfaces the right script for tough-to-answer questions. It provides live customer sentiments, CSAT survey results, and pre-defined summaries at a glance. Dialpad has other features like chatbot self-service functionality, etc. It can also integrate with popular tools like Hubspot, Salesforce, and Zendesk, combining them together in a single unit. 

3. Cloudtalk: 

Best for:

• Skills-based call routing
• Post-call tagging
• CRM integrations
• Advanced reporting
• Real-time analytics 

Cloudtalk provides native integrations with the most popular CRMs, helpdesk, and business tools like Pipedrive, Hubspot, Salesforce, etc. It allows you to maintain a local presence with a phone number that is internationally available and run your virtual call center from anywhere in the world. It automates inbound calls to the right agents without any friction. 

4. Bitrix24:

Best for:

• International collaboration
• Interactive voice response
• HD video calls and conferences
• Task automation 
• Call routing 

Bitrix24 supports a fully-featured and mature telephony module and various social network Integrations, as well as other communication channel integrations. It also does collect data and communicates with your clients from one place, running customized marketing campaigns later. This comes with open-source code that you can customize. Additionally, there are landing pages builder, all types of web forms, live chat, website widgets, and other ways to engage with your audience. 

5. TalkDesk:

Best for:

• Omnichannel support
• Workforce engagement management
• Internal collaboration
• Advanced reporting and analytics
• Skills-based call routing

TalkDesk helps in identifying the areas of opportunity to be improved and action plans that need to be executed. TalkDesk AI optimizes your most critical customer service process. It offers features designed to help big teams manage phone support quickly. 

6. Aircall: 

Best for:

• Cloud-based calling
• Interactive voice response
• CRM integrations
• Call monitoring
• Shared call inbox 

Aircall sets up in seconds with no hardware. Integrating Aircall with CRM systems allows better calls. It allows monitoring individual and team metrics in real-time to start making measurable improvements. Additionally, it has other features such as skill-based routing, call queuing, queue callback, live call monitoring, and call whispering. The call whispering feature allows managers to advise teammates behind the scenes to make an impact at the right moment. 

7. Zendesk:

Best for:

• Customizable automation
• Omnichannel support
• Interactive voice vesponse
• Call recording
• CRM integrations

Zendesk helps teams resolve issues faster while simultaneously measuring and improving phone support operations. It allows agents to start chatting without a precarious system of post-it notes. Cloud support is embedded in the Zendesk ticketing system, which will easily connect you with your customers.

8. LiveAgent:

Best for:

• 24/7 customer service support
• Outgoing calls
• Automated callbacks
• Advanced reporting and analytics
• Integrations and APIs

LiveAgent package includes full helpdesk capabilities such as live chat, ticket management, and omnichannel support, and all the features of LiveAgent are accessible in an all-inclusive plan. It can be a cost-effective solution for small and mid-size businesses that rely on phone support.

9. MiCloud Connect:

Best for:

• Skills-based call
• Inbound and outbound calls
• Priority routing
• Agent status controls
• Real-time KPIs 
• ACD call pickup 

MiCloud Connect software includes messaging, screen sharing, conferencing, etc. It also gives real-time reports, which allows you to optimize workflows and resource planning for maximum call center productivity. 

10. Aloware:

Best for:

• Omnichannel support
• Outgoing calls
• CRM integrations
• Interactive voice response
• Real-time reports and analytics

Aloware call center software auto-responds to all texts and calls. It provides unlimited calling, which can be integrated with any CRM. It also allows small enterprises to communicate wirelessly with their customers wherever they may be. 

As a startup owner or small business vendor, adding a call center may look like a hefty investment, and you would probably think twice before making an investment in this area. However, virtual call center software makes your dream come true without any specialized need for new hardware. 

In case you are looking for someone to guide you about the call center softwares and maybe even provide you with the best call center softwares at reasonable prices, then you must have a look at our site Steer Through and possibly set an appointment with one of our best experts who will make your business or startup journey steer through easily. 

Have a great Business Journey Ahead!!!