Call Center Software for Your Small Business – Call center software is a vital tool for any small business that wants to provide excellent customer service and boost sales. But with so many options available, how do you choose the best one for your needs?
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In this article, we will compare some of the best call center software for small businesses in 2023, and highlight the features and benefits that they offer. We will also give you some tips on how to evaluate and select the right call center software for your business.
What is Call Center Software?
Call center software is a platform that allows you to manage your customer interactions across multiple channels, such as phone, email, chat, SMS, social media, and more. It enables you to route incoming calls to the right agents, monitor and record calls, track performance metrics, automate tasks, integrate with other tools, and more.
Call center software can help you improve customer satisfaction, retention, and loyalty, as well as increase sales conversions, revenue, and profitability. It can also help you reduce costs, streamline workflows, and optimize resources.
Types of Call Center Software
There are different types of call center software available in the market, depending on your business needs and preferences. Some of the most common types are:
- Cloud-based call center software: This type of software is hosted on the internet and accessed through a web browser or a mobile app. You don’t need to install or maintain any hardware or software on your premises. You pay a monthly or annual fee based on the number of users or features you use. Cloud-based call center software is easy to set up, scalable, flexible, and secure.
- On-premise call center software: This type of software is installed and run on your servers and devices. You need to purchase and maintain the hardware and software yourself. You pay a one-time fee or a license fee based on the number of users or features you use. On-premise call center software is more customizable, reliable, and compliant with your specific regulations.
- Hybrid call center software: This type of software combines the best of both cloud-based and on-premise solutions. You can use some features on the cloud and some features on your servers. You pay a fixed fee based on the features you use. Hybrid call center software is more adaptable, resilient, and cost-effective.
Features of Call Center Software
Call center software comes with various features that can help you manage your customer interactions more efficiently and effectively. Some of the most important features are:
- Omnichannel capability: This feature allows you to communicate with your customers across multiple channels, such as phone, email, chat, SMS, social media, and more. You can also switch between channels seamlessly and provide a consistent customer experience.
- Call routing: This feature allows you to direct incoming calls to the most suitable agents based on their skills, availability, location, language, priority, etc. You can also set up rules and conditions for routing calls automatically or manually.
- Call recording: This feature allows you to record all or some of your calls for quality assurance, training, compliance, or dispute resolution purposes. You can also store, access, playback, download, or share your recordings as needed.
- Call monitoring: This feature allows you to listen to live or recorded calls without interrupting them. You can also whisper to your agents to provide guidance or feedback or barge in to join or take over a call if necessary.
- Call analytics: This feature allows you to track and measure various metrics related to your calls, such as call volume, duration, wait time, abandonment rate, first call resolution rate, customer satisfaction score, etc. You can also generate reports and dashboards to visualize and analyze your data.
- Call automation: This feature allows you to automate some of your tasks related to calls, such as sending pre-recorded messages or greetings, answering frequently asked questions, scheduling appointments, collecting feedback, etc.
- Integration: This feature allows you to connect your call center software with other tools that you use for your business, such as CRM, helpdesk, billing, marketing, etc. This way, you can sync data, streamline workflows, and enhance functionality.
How to Choose the Best Call Center Software for Your Small Business
Choosing the best call center software for your small business depends on several factors, such as your budget, goals, requirements, and preferences. Here are some steps that you can follow to make an informed decision:
- Define your objectives: What are you trying to achieve with your call center software? Do you want to improve customer service, increase sales, reduce costs, or something else?
- Identify your needs: What are the features and functions that you need from your call center software? How many agents and customers do you have? What are the channels that you use or want to use? What are the integrations that you need or want?
- Research your options: What are the types and providers of call center software that are available in the market? What are their pros and cons, features and benefits, pricing and plans, reviews and ratings, etc.?
- Compare and evaluate: How do the different options match your objectives and needs? What are the advantages and disadvantages of each option? How do they differ in terms of quality, reliability, scalability, security, support, etc.?
- Test and select: How do the options perform in real-life scenarios? Can you try them for free or for a limited period? Can you get a demo or a consultation? Can you get feedback from your agents and customers?
Best Call Center Software for Small Businesses in 2023
Based on our research and analysis, here are some of the best call center software for small businesses in 2023:
- Zendesk Talk: This is a cloud-based call center software that is part of the Zendesk suite of customer service tools. It offers omnichannel capability, call routing, call recording, call monitoring, call analytics, call automation, integration, and more. It is easy to use, scalable, flexible, and secure. It starts at $19 per agent per month.
- RingCentral Contact Center: This is a cloud-based call center software that is part of the RingCentral suite of communication and collaboration tools. It offers omnichannel capability, call routing, call recording, call monitoring, call analytics, call automation, integration, and more. It is customizable, reliable, resilient, and compliant. It starts at $99 per agent per month.
- Freshdesk: This is a cloud-based call center software that is part of the Freshworks suite of customer engagement tools. It offers omnichannel capability, call routing, call recording, call monitoring, call analytics, call automation, integration, and more. It is user-friendly, affordable, and powerful. It starts at $15 per agent per month.
- LiveAgent: This is a cloud-based call center software that is part of the LiveAgent suite of helpdesk and live chat tools. It offers omnichannel capability, call routing, call recording, call monitoring, and call analytics
Frequently Asked Questions(FAQ): Call Center Software for Your Small Business: How to Choose the Best For You
How can a call center system transform customer experience?
You can transform customer experience with a call center system by offering 24/7 self-service via voice or touch-tone-activated IVR, creating more bandwidth for your agents with automated call routing, and making it easier for customers and agents to switch between service channels.
Why do you need a call center software provider?
Your call center deserves solutions that are specifically tailored to meet your needs. Having a software provider that understands your industry and business is invaluable. The best way to serve your customers is by using call center software equipped with tools that are tailored to serve your business.
How much does a call center phone system cost?
Cloud-based call center phone systems are the most affordable, with plans ranging from $20 to $150 per month per user. They also entail one-time development costs of a few thousand dollars and usage fees of approximately $0.10 per minute and up.
Why should you upgrade your call center with RingCentral contact center?
Upgrade your call center with RingCentral Contact Center. Deliver a better customer experience with skills-based routing, agent management, and real-time insights, so your agents can provide immediate, helpful service at any time on any channel.
What is WEM?
WEM stands for Workforce Engagement Management, a new software category introduced by Gartner that refers to the suite of products that helps companies manage and improve employee engagement.
What is a chatbot?
A chatbot is a software program that can interact with customers over text and offer self-help before requesting a live agent for assistance.
What are the essential features of call center software?
Some of the essential features of call center software are omnichannel capability, call routing, call recording, call monitoring, call analytics, call automation, and integration1.
What do you need to set up contact center software for your business?
To set up contact center software for your business, you need to have a reliable internet connection, a computer or a mobile device, a headset or a microphone, and a subscription to a contact center software provider.
How can a call center system transform customer experience?
A call center system can transform customer experience by offering 24/7 self-service via voice or touch-tone-activated IVR, creating more bandwidth for your agents with automated call routing, and making it easier for customers and agents to switch between service channels.