Are you looking for solution to optimize your telephone call management? The function of telephone call management represents a difficult task for companies receiving calls, especially for those for which it is the main activity. They need to manage the numerous calls, the list of contacts, the archiving of calls, the monitoring of agents, etc. As a result, they need to have a complete and efficient tool, in particular a management software. ‘phone call. Kavkom, your VoIP operator, offers just that.
Choosing phone call management software
This innovative tool has been designed to facilitate the management of a telephone base. Its features and performance vary from provider to provider. Thus, it is essential for you to know your real needs and understand the software before making your choice. We can say that a software is efficient if it includes at least the following functions:
- follow-up of operators (prospectors, after-sales service agents, customer service agents, etc.) ;
- optimization of the contact list;
- management of incoming calls;
- outgoing call management.
These days, Internet-based telephony solutions (VoIP) are the most popular, and rightly so. They have particular benefits for the company, including making calls to any country. In addition, unlike using traditional telephony, calls are billed according to your internet package only.
In many cases, telephony solutions also feature a two-way messaging function (voicemail): you can leave a message in your customer’s or prospect’s voicemail, and they can leave a message for you. On your side, the voice message will be received in the form of an email (audio attachment).
If you have several sites around the world, opt for call management software with multitasking capabilities. With the latter, you only use a virtual number, and via your software’s interface, you can send calls to your operators wherever they are.
Phone Call Management Software: Benefits
In addition to the good practices that call centers must adopt (courtesy, empathy, clear expression, etc.), the use of call management software reflects a more professional image of your company. In addition, the telephone call management software saves time. Indeed, the agents/operators no longer have to dial the numbers one by one thanks to the automatic dialing function .
By using telephone call management software, you can easily carry out your customer follow-up. It automatically compiles all the call history and the solutions already proposed, which makes it possible to direct the following answers.
It also lets you easily coach your operators. The software allows you to listen in on calls in progress and intervene without the caller’s knowledge if the agent has a problem. Besides, there is a call recording option. These audio files can then be consulted at will. This function aims to further improve telephone reception.
For a call center, telephone call management software helps build customer and prospect loyalty. Indeed, the quality of the call depends on the satisfaction of the caller. This quality generally includes the welcome and the solution provided to the problem.
The telephone call management software also provides call statistics. This parameter allows you to carry out in real time, or later, an analysis of the performance of your company and thus identify the points for improvement.
Kavkom, your ally in telephone management tools
Since our creation in 2012, we’ve been providing VoIP lines, telephony software (software/predictive dialer, robot software), a virtual number, a switchboard to call centers looking to innovate their services. Our VoIP Centrex telephony services and software solutions are designed to integrate seamlessly into your system. They are reliable, easy to handle and can be customized to suit the size of your company (VSE, SME, SMI…) and your requirements.
The switchboard that we offer includes all the features facilitating telephone call management: multi-site management, statistics, voicemail, virtual number, reports & analysis, and many more. Its main advantage is the reduction of your telecom costs. In addition, we support you in the installation of the software.
