Posts Tagged ‘call center software’

Key Features to Look for in Your Sales Software

Posted on: April 2nd, 2019 by Attila Szűcs No Comments

Satisfied customers, satisfied agents and satisfied management – for me, that’s the Holy Trinity of Sales.

Sales is vitally important for the success of any business. But selling in 2019 is definitely more challenging than it was in, say, the 1990s.

Customer expectations have changed, and sales departments have had to change with them. Gone are the days when companies can focus their sales strategy solely on cold calls. And although calls are still an important part of any sales cycle, in our tech-dominated world your company also needs to rely on comprehensive sales software in order to reap success.

Below, I’ve outlined the key features that any sales software you use should definitely have. Check them out and you’ll soon start to be selling more effectively in 2019!

Up-to-date Database

Besides having the right attitude and receiving high-quality sales training, your sales agents will also need certain technology tools in order to sell effectively. An accurate and up-to-date database is, without doubt, one of those tools.

In fact, an accurate database is a prerequisite if you want to successfully manage sales campaigns. Leveraging an up-to-date database will not only allow you to better understand your customers’ behavior and needs but also help you provide your customers with a more personalized experience, thus increasing your up- and cross-sell rates.

Therefore, I suggest you always choose a sales software solution that either comes with built-in databases or can be integrated with any other database.  

Killer Sales Script

As I’m sure you will know, call center scripts are written scripts that call center agents refer to and read from when on the phone with a customer. When used properly, they can greatly help your agents provide a seamless customer experience and sell more effectively. When written poorly, however, they can easily turn your customer experience into a nightmare and even reduce your sales performance levels.

Building powerful scripts is not always easy, and often requires significant time and resources. Even worse, if you hire a third party to build your sales scripts, the process can take up to several weeks. And, of course, time is money for any business.

So, make sure to choose a comprehensive sales software solution that comes with an easy-to-use script editor, allowing you to build and customize your own scripts in the blink of an eye.

With VCC Live®’s system, for example, instead of hiring a third party, you can quickly and easily build your own scripts by using an intuitive drag-and-drop editing interface. You’ll see it makes all the difference!

Predictive Dialer

One thing is certain, running a call center is extremely costly. But with the right tools, you can easily turn your call center into a profit center, rather than a cost center. One tool that will definitely help you do this is having a predictive dialer feature in your sales software.

The golden principle of sales is simple: the more people you reach, the more you can sell. Predictive dialers use statistical data to help predict how many numbers need to be dialed at any one time, so that every agent is always in an active call, and as a result, outbound dialing rates are substantially sped up.

VCC Live®’s intelligent predictive dialer, for example, can allow your agents to spend up to 40-45 minutes per hour in active talk with customers, enabling you to significantly increase the possibility of making more sales. Impressive, right?

Furthermore, our intelligent predictive dialer monitors activity during specific periods and automatically sets its parameters based on historical data available from those periods. Feedback from our customers shows that utilizing our predictive dialer results in, on average, an overall 30% increase in sales performance.

Effective Integration

There’s no doubt that embracing new technologies during the customer journey is essential to meeting customer needs. But if you ask me, without integration, there is no digital transformation.

Most companies use several technology solutions on a daily basis, and it is integration that helps keep their customer data consistent and up-to-date throughout all their systems. It is also integration that allows agents to use one single platform during customer interactions, instead of switching from one system to another.

If your systems are not integrated, your agents will have no choice but to switch from one system to another during customer interactions. Needless to say, making your agents navigate between several systems will hurt your team’s productivity, and consequently their sales performance.

On the other hand, with system integration, your agents will be able to access all necessary customer information on a single platform, allowing them to provide customers with personalized up- and cross-sell offers.

Based on my experience, I would say it is crucial for any business to choose a sales software solution that is able to integrate with other tools. VCC Live®’s system, for example, can be integrated with a great number of tools, such as CRMs, workforce and workflow management systems, including Zapier, Salesforce, Facebook Messenger , MS products, and so on.

Data Analytics

Having access to limitless information certainly led to new challenges (just think of the increasing number of cyberattacks), but at the same time, it also created new opportunities for businesses to make good use of the great amount of data they gather.

And how can you make good use of this data? By measuring everything, of course.

Applying data analytics to measure data can play a key role in increasing your sales performance. It’s logical if you think about it: your best chance of selling your product or services is if you understand which offers are most relevant to your customers.

By using data analytics, you’ll be able to examine patterns, such as purchase history, in a customer’s past behavior, and then identify their preferences and needs. Such information will, without doubt, help your agents cross- or up-sell products that are the most relevant to your customers.

Luckily, these days, comprehensive software solutions come with intelligent reporting tools such as real-time statistics, dashboards and wallboards to measure customer data and KPIs.

In particular, by measuring your KPIs, you can structure your workforce management based on identified peak and idle times. As such, in peak times, you can allocate more agents to take care of incoming calls, while in idle times your agents can initiate outbound campaigns.

So, these are the features that I believe are the most important ones to consider when buying a sales software. Now that you know what to look for, there’s no reason for you not to choose a comprehensive technology solution that will help your sales numbers skyrocket!

Why Your Call Center Needs an Integrated CRM System

Posted on: September 19th, 2018 by Roland Háry No Comments

Customer service departments have a bad reputation all over the world. The thought of contacting a company’s support team makes most customers roll their eyes in irritation.

But, with competition between businesses increasingly fierce, many of them already realized that one way they can stand out from the crowd is by providing exceptional customer service.

And in our ever-more connected world, where businesses need to rely on the latest technology solutions, one thing your call center can utilize in order to deliver exceptional customer service, is an integrated CRM system.

A CRM system allows your business to collect customer data, identify the most valuable customers over time, and even increase customer loyalty by providing personalized customer service.

But why is it essential for your call center to opt for an integrated CRM system, than just a simple CRM system? Read on and see for yourself!

The importance of using integrated systems in call centers

Most call centers use several technology solutions on a daily basis, and one of the biggest challenges they face is to integrate these systems, while keeping customer data consistent and up-to-date between the systems.

If your systems are not integrated, your agents, for example, will have no choice but to switch from one system to another during customer interactions. And it goes without saying that making your agents navigate among several systems will hurt both your team’s productivity and your customer experience.

Furthermore, it’s crucial for call centers to utilize data analytics in order to make good use of the tremendous amount of data they store and process on a daily basis. And with managing customer data manually no longer a realistic option, if your solutions are not capable of transferring data from one system to another, your employees will face a significant administrative burden, as they will be doubling the amount of data they deal with.

By integrating your solutions, however, you won’t need to worry about having to keep updating and transferring your data.

Establishing communication with API integration

Unfortunately, I still see that many companies focus on keeping data up-to-date in one system, while failing to do so in another. The consequence is inconsistent and outdated customer data, which typically results in customer complaints and frustrated employees overwhelmed with disorganized processes.

In order to ensure that agents have all the necessary information they need to make customers happy, you need an integrated CRM system that is able to communicate with your call center software.

If your systems are integrated, your customer data can be stored, processed, tracked and transferred automatically. As a result, your agents will be empowered to deliver an improved customer experience by accessing all the information they need using a single platform.

Of course, there are several methods possible for integrating your systems. Many companies choose to rely on third-party system integrators that develop an additional system, enabling integration between call center software and a CRM system.

However, having an additional system is not an ideal solution as it requires additional costs, time and resources. And as we all know, the more systems, the higher the risk of errors. There is a better way, though, to integrate your platforms without having to develop a third system. In fact, the best way to integrate your systems is by using API integration.  

An API (Application Programme Interface) is a tool that makes a website’s data digestible to a computer. With the help of an API, a computer can view and edit data, just like a person can, by loading pages. When call center software and a CRM system are able to communicate through an API, they are integrated.

Improve CX by using an integrated CRM system

By relying on API integration, you’ll discover new opportunities you never thought were possible. Amongst other things, you’ll be able to integrate your call center software with your Facebook or Google applications, and thus provide a unified customer service on multiple channels (If you’re wondering why your software should be integrated with your social media channels, make sure to check out our previous article on social customer service).

In addition, as we all know, automation has taken the call center industry by storm. Considering  IT security risks and the increasing number of cybercrimes, it’s essential for call centers to be able to easily transfer their data via a classified channel, preferably automatically without any human interface. And with GDPR already in force, it is also essential to ensure that data transfers are 100% secure and safe. Luckily, API integration makes it all possible!

In terms of performance, a well-structured API workflow can transfer thousands of pieces of customer data per second. VCC Live®’s software, for instance, uses Json rest API integration, meaning that, for example, after a closed deal the software automatically sends the customer’s data to the CRM system, while at the same time a third inventory management system indicates the purchased product.

Integration works best if your CRM is able to talk to your other systems, and vice versa, through API integration. Let’s say that your operator is closing a deal with a customer, but the purchased product is not available in your warehouse. If your call center software, CRM system and inventory management system are all integrated, they can immediately send a message to your operator, allowing them to inform the customer that the purchased product is not available while still in the call.

Another great advantage of API communication is that it allows your agents to deliver personalized offers to your customers by using up-to-date customer data stored in your CRM system. For instance, if you run an inbound call center, you can cross/upsell your products or services during wait times. An integrated CRM system will be able to send a message to your call center software informing your agent that the customer on the phone already purchased a TV subscription, thus your agent can offer, let’s say, an Internet subscription to them instead of wasting time on offering a service your customer already has.

With a well-structured API integration, you’ll not only be able to boost your team’s productivity but also increase customer satisfaction. For instance, if your service is down in one region, it’s very likely that calls from that region will immediately increase. In such cases, you can simply identify your customers from that region based on their phone number and display a message to them regarding the relevant issue without any human interaction.

The above-mentioned examples clearly illustrate that if your systems are integrated your business will be able to multiply its productiveness as well as deliver an improved customer experience. Ensure your call center leverages an integrated CRM system and make things easier for both your customers and call center agents. You’ll see it’s worth every penny.

What to consider when choosing a call center software

Posted on: May 29th, 2018 by dorarapcsak No Comments

In today’s ultra-competitive business environment, the recipe for success lies in the quality of your customer service: as customers grow more and more demanding, delivering the ultimate customer experience is the game changer for businesses everywhere.

As we all know, it’s in a call center where the majority of customer interactions take place. And as these days call centers are powered by state-of-the-art technology solutions, choosing a call center software is an essential and inevitable step for most businesses.

As technology advances at lightning speed, so do the call center software options available in the market. All you have to do is to find the one that is the most suitable for your business.

So, if you are looking for the perfect call center software for your business, let us help you make the right decision. We compiled a list of the most important factors you should consider when choosing a call center software.

In a nutshell, here are the factors you should consider when choosing a call center software solution for your business. In this article, we’ll discuss each of them in detail, giving you pro tips before you invest your money. Check them out now (and thank us later!).

1. Personal fit

2. Multichannel Communication

3. Security

4. Go Cloud!

5. Improved customer service

6. Training and support

7. Price


1. Personal fit

First things first: make sure your call center software is a personal fit for your business (yes, it is so important that we’ve put it in bold!). So, as a first step, you need to define your business’ needs before choosing a call center software.

Start by answering the following questions: what is your business’s core activity? How do you communicate with your customers? Does your call center handle inbound, outbound calls or both? Which communication channels do you rely on?

Many of the call center software options available on the market share some essential features, so you really need to consider which of those features are actually essential for your business. Therefore, always bear in mind that choosing the right call center software depends on the nature of your business.

For example, interactive voice response (IVR) will be one of the most important features for call centers typically handling inbound calls such as customer services and technical support.   

On the other hand, for an outbound call center, increased productivity and efficiency are the most important metrics. A predictive dialer speeds up outbound dialing rates a lot, so outbound call centers should definitely make it a priority to have this feature when choosing their call center software.

Furthermore, these days many call centers work with both inbound and outbound calls, and utilize call blending techniques to help with this. Call blending is a powerful call center software feature, since it allows a single agent to handle both inbound and outbound calls. If you want to read more about the benefits of call blending, just check out our article about it here.


2. Multichannel Communication

In our fast-moving world, customers often spend more time connecting via SMS, chat or email, than talking directly on their phones. As a result, it is no surprise that today’s modern call centers rely not only on telephony services, but also on a variety of communication channels, such as web chat, email and SMS. As such, the ability to deal with multiple communication channels has become ever more important for call centers.

Therefore, always consider which channels your call center uses for communication, and how important they are when trying to provide seamless operations at your business. By doing this, you’ll be able to decide between the call center software providers offering different multichannel communication features.

While all of the communication channels mentioned above are essential for the proper functioning of any call center, certain channels, depending on the nature of your business, will be more critical for its basic operation. If you need some help working out which are the most important channels for your business, just check out the pros and cons of different communication channels normally used by call centers here.


3. Security

As Cybercrime becomes an increasing danger, modern organizations are facing more security threats than ever before. Although the types of cyberattacks vary, one thing is for sure: organizations storing a huge amount of information – such as call centers – are becoming a major target for cyber criminals.

As if that wasn’t enough, don’t forget that GDPR, the new legislation introduced by the European Union, also came into effect on 25th May (if you’re still unsure whether your call center has prepared for the changes required by GDPR, check out our GDPR checklist for call centers).

So, always make sure the call center software you choose uses the latest security measures to keep your data safe and secure. It’s a prerequisite for any call center that values their customers’ privacy, and I’m sure you would want your customers to trust your business enough to give you their personal data.

Speaking of GDPR, it’s definitely a good idea to look for a call center software provider that is already compliant with the new legislation. In addition to GDPR requirements, there are also several additional data security certificates that will show that their holders take data privacy seriously. If, for example, the provider you are considering holds any ISO certifications, then your data will more than likely be safe with them. As we briefly mentioned in a previous article, VCC Live®’s software complies with some of the strictest ISO certificates around, and is one of only 791 European companies in total who have received these certificates.


4. Go Cloud!

Call center software solutions come in a number of forms, and there are many on-premise, hosted and cloud-based solutions available in the market. But, as for the last few years cloud computing has become the biggest thing in the tech world, we can definitely recommend you consider a cloud-based solution when choosing a call center software.

In fact, the latest platforms launched on the market are all cloud-based, and for good reason: with this new technology, physical hardware and telephones are no longer necessary, as cloud-based call center software can connect through the internet, meaning your call center agents can be located pretty much anywhere in the world.

In addition to this, cloud-based call center software solutions are affordable, easy to use and scalable.

On the other hand, on-premises solutions are not only extremely costly but have also proved to be not 100% safe. As we already talked about in a previous article, unexpected events and operational disruptions can occur anytime. For example, in the event of a fire, an on-premise solution may go down for hours, thus paralyzing your business operations, cloud-based software options, on the other hand, can offer a safe backup solution ensuring that your business stays safe from any system-threatening issues.


5. Improved customer service

When it comes to your business’ success, one thing is for sure: with great customer service, you can truly fuel growth.

State-of-the-art call center software solutions offer several features that help you improve your customer experience, so always make sure to look for the following features: a user-friendly interface, powerful analytics, call recordings, and surveys.

Software tools have the potential to let agents provide exceptional customer experience, so don’t make it difficult for them by purchasing a software that is not user-friendly. Always bear in mind that a software with a user-friendly interface empowers them to carry out their tasks more efficiently without easily getting frustrated.

Furthermore, as you run a call center, it’s pretty likely you collect a lot of data. But what’s the point of collecting and storing information, if you don’t use it to boost your business’ performance? Always look for a software solution that comes with powerful reporting and analytics features, allowing you to monitor your performance and analyze the data you need in order to constantly improve your services.

In addition, customer calls provide some of the most valuable feedback and consumer information for your call center. So, don’t miss out on the opportunity to record your calls and use the information and introduce improvements based on it. Plus, it’s a great way to train your agents.


6. Training and support

So, you finally found the ultimate personal fit for your business: it’s 100% secure, cloud-based, and allows you to communicate with your customers on multiple platforms while having powerful features that are suitable for your business. Although your work is almost done, there’s still one further factor you should consider when choosing a call center software: easy-to-understand training materials and training sessions.

In our opinion, it’s better to choose a company that provides on-premise or video training sessions for your business, as this is the fastest way to acquire the knowledge your team needs to become up-and-running.  

As Murphy’s Law says, anything that can go wrong will go wrong, especially in the event of an operational disruption or error, where you’ll have to act quickly. So, be prepared for such events, and always choose a provider that provides effective technical support so that you can quickly get back to normal operations.

In fact, some call center software providers will not only provide you with training sessions and technical support but also act as a consultancy offering you some of the most valuable industry knowledge around. For example, here at VCC Live®, we provide dedicated account managers for our clients.

If you’re still unsure which of the call center software providers you shortlisted offer the best level of support, then go and check out some online reviews. As we already mentioned in a previous article, online reviews are powerful when life is so dominated by the internet.


+1: Price

It is no coincidence that price is an extra factor on our list. It’s natural that you’ll want to choose a call center software provider with the highest performance at the most reasonable price. Of course, it’s true that cost is essential for any call center, but don’t let it be the ultimate deciding factor. Thinking in the long-term, it’s better to invest more in a call center software that is the most suitable for your business, empowering you to provide better service for your customers.


Wrap up

Choosing the right call center software solution for your business can be a real headache. But we are pretty confident that if you follow our guide, then you can be sure you’ll end up with a reliable software solution that will allow you to grow your business and provide top-notch customer experience.




VCC Live® receives Great User Experience and Rising Star Awards

Posted on: May 24th, 2018 by dorarapcsak No Comments

Exciting things are happening at VCC Live®: we’re more than delighted to announce that we have been awarded the Great User Experience 2018 Award and the Rising Star 2018 Award delivered by FinancesOnline.

The expert team of FinancesOnline examines and analyzes hundreds of B2B products and customer reviews to find the possible best solutions that allow businesses to grow. FinancesOnline contains more than 5,000 detailed business software reviews in 140 categories, and we’re proud of the fact that this reputable software platform featured our product in a detailed VCC Live® overview on their site highlighting all the great features our software offers.

VCC Live® is a top performer in FinancesOnline’s top 10 best call center software due to its feature-rich, up-to-date technology solution that empowers businesses to perform a wide range of call center related actions on a single platform, without any initial investment. The software review platform highlighted VCC Live Pay, our one-of-a-kind payment feature, allowing customers to handle payments over the phone while keeping their transactions 100% safe and secure.

The experts from FinancesOnline agreed that VCC Live®’s comprehensive software offers everything a call center needs while supporting work from more than 150 countries all around the world. Amongst other things, they’ve highlighted the following benefits:

  •      All-in-One cloud-based platform
  •      Powerful features, such as a predictive dialer and VCC Live Pay
  •      Variety of communication channels including phone, email, SMS, chat
  •      Excellent integration capabilities
  •      Multi-country operations

As discussed in the review, VCC Live® is more than just a software company: after the setup and training period, our support team and dedicated account managers continue to offer ongoing support as needed. Furthermore, our agile development methods ensure that our clients enjoy the benefits of a customized and state-of-the-art call center software solution.

All of these great features have allowed us to receive these two awards from FinancesOnline. Winning these two awards is proof of the success of our aim to keep delivering the latest technology solutions to the call center industry.

About the awards

Software solutions that provide an intuitive interface and well-designed tools are distinguished with the Great User Experience award by FinancesOnline. We are proud to have received this distinction under the best call center software category. The B2B review website also discerned us as a Rising Star for 2018, indicating that various call center companies all over the world believe VCC Live® is reliable in handling their daily operations.