Alati pozivnog centra

Whether you need call center software for a small business or extensive call center equipment for a large enterprise, the right call center tool will make all the difference. With a high-quality customer service tool, you can boost agent performance, productivity, and customer service experience.

Koje alate pozivni centar treba imati?

Tools and equipment used in a call center are often a blend of call center hardware and software. When it comes to hardware, modern call centers need computers or laptops and headsets with quality microphones.

As for call center software, there are plenty of different business tools to choose from, each with its unique set of features. Some of the most important call center tools include:

• Help desk software: Help desk software enables support agents to keep track of tickets, resolve customer issues quickly and effectively, and organize all phone calls and live chat communications.
• CRM system: A CRM (Customer Relationship Management) system is a tool that stores all customer data as well as previous interactions to help improve relationships and services.
• Workforce management tools: Workforce management tools help us manage internal center operations, such as scheduling, and optimize agents’ overall performance.
• VoIP tools: VoIP (Voice over Internet Protocol) tools are crucial for businesses, as they enable cloud-based calls that don’t require any hardware. There are no installation and maintenance costs associated with traditional phone lines, making VoIP calls more convenient for businesses and customers.
• Call center software: Call center software is a set of tools and applications with various call center features such as IVR, ACD, automated callbacks, and more.

One software that offers all of these tools is LiveAgent, an all-in-one call center solution. It’s a help desk and self-service tool with built-in call center software, live chat, a ticketing system, real-time analytics, and many other advanced features. It can help you manage a multichannel contact center with a self-service portal that allows customers to resolve issues independently.

Koji je najbolji softver pozivnog centra?

Najbolji softver pozivnog centra ima mnoge značajke koje pojednostavljuju dolazne pozive, odlazne pozive, tickete za korisnike i svakodnevne operacije upravitelja pozivnih centara i agenata.

Prilikom odabira najboljeg softvera pozivnog centra pobrinite se da nudi:

• Dolazni pozivni centar
• Odlazni pozivni centar
• Virtualni pozivni centar
• VoIP pozivi
• Rješenja za samoposluživanje
• Mobilne platforme (npr. Mobilna aplikacija)
• Računalno-telefonska integracija (CTI)
• Integracije trećih strana (npr. CRM, pristigla pošta e-pošte, društveni mediji i chat uživo)

Third-party applications will help you optimize operations and leverage analytics tools for improving productivity, efficiency, and overall customer journeys. Meanwhile, self-service options are ideal for finding solutions to fundamental issues that customers can resolve independently. If they need to resolve complex issues, they can always request a live call with an experienced agent.

Koji su alati najbolji za povećanje produktivnosti agenta?

• Interaktivni glasovni odgovor (IVR) – omogućuje korisnicima interakciju s automatiziranim sustavom prije povezivanja s agentom pozivnog centra.
• Automatic call distribution (ACD) – receiving inbound calls automatically and distributing them to available agents.
• Prediktivno biranje – automatsko odlazno pozivanje na temelju dostupnosti agenta i vremena odgovora.
• Napredno usmjeravanje zasnovano na vještinama – dodjeljivanje dolaznih poziva najprikladnijim agentima na temelju iskustva agenta.
• Skriptiranje poziva – pisane skripte za rješavanje uobičajenih problema, prilagodbu odgovora i održavanje dosljednosti.

Koja je važnost osiguranja kvalitete pozivnog centra?

Call center quality assurance is important for monitoring customer service agents’ performance and improving the overall service quality. By monitoring every customer interaction, you can gain a clear insight into what works and what doesn’t.

Neke od ključnih prednosti uključuju:

• Identificiranje potencijalnih područja za poboljšanje
• Pružanje visokokvalitetne usluge
• Bolje korisničko iskustvo
• Zadovoljstvo i zadržavanje kupaca
• Povećane stope konverzije
• Vjernost kupca
• Osiguranje usklađenosti s propisima

Koliko košta softver za call centar?

The cost of a call center solution primarily depends on the call center features it offers. While there are excellent free tools, they typically have limited capabilities, so a paid tool might be a better option, primarily if you handle high call volumes.

Softver pozivnog centra može koštati od 15 USD mjesečno po korisniku do ogromnih 300 USD. Većina alata također ima naknade po minuti, koje se obično kreću oko stotine dolara. Drugi također pružaju određene besplatne minute po korisniku.

LiveAgent ne naplaćuje dodatne naknade po minuti. Ne postoje naknade za postavljanje te nisu potrebni ugovori i kreditne kartice. Plaćate kako koristite i možete otkazati bilo kada.

Our pricing starts at only $15 per user per month for email ticketing. Our multichannel live chat and ticketing solution costs $29 per month per user, while the all-inclusive help desk software with 180+ features costs $39 per month per user. We also offer a free plan with some limitations.