If your business uses an inbound call center, naturally you want the most value from your assets. An inbound call center is a big investment, and you want to get the most from it. You want your employees to be polite, engaging, and helpful, and you want them to do what they can to help callers.

But getting the most from inbound call centers requires that you discourse inadequacies. Below are some things to consider helping you determine how ineffective your call center is

1.  Routing of calls

Routing of calls may either be based on skills or randomly.  When inbound call centers use skill-based routing, calls are sorted based on caller needs and are matched to the employees in the call center who can handle them best. Skill-based routing can queue calls into more than one suitable queue, and agents can be available for more than one queue if they are able to handle different types of calls. Good inbound call center management software allows you to set main concerns so that high priority callers receive speed up service.

2.  Call processing assistance

Call center solutions today such as Voicent’s software offer numerous features for helping agents’ process calls. The agent’s computer screen may contain information telling the agent which greeting is appropriate for a call, or the agent may have buttons to click to record information about the call in your system’s reporting tools. Moreover, an agent’s computer screen may show codes that the agent can dial to summon support for the case of difficult calls. Without these tools, agents cannot work at peak efficiency.

3.  Good tools in inbound call center management system

Remember being able to measure call center metrics empowers you to make positive changes. You can’t determine where inefficiencies are without evaluating various data about calls, callers and agents, and if you can’t identify inefficiencies, you can’t address them. Call center solutions for inbound call center should include metric handling abilities that let you gather statistics on call length, time of day when the call center is busiest, and how many calls have to be escalated to solve caller problems.

4.  Offers information with call center solution

Your call center management software must automatically bring up information on incoming calls for agents; your agents are presented with caller account information automatically. When agents don’t have to look up customer account information, they can save 15 to 20 seconds per call.

5.  Build a knowledge base over time

With Voicent you can have software that makes it easy for agents to add solutions to the knowledge base and share that information with other agents, leading to time savings. Good inbound call center software can be used to create a valuable knowledge base of solutions that agents can access to determine if there is already a solution to the caller’s problem. This saves agents from finding a solution from scratch.

Voicent’s Inbound Call Center

For inbound-oriented call centers, Voicent’s IVR Studio and its point-and-click interface, offers an easy but sophisticated way to manage your calls, including skills-based call routing, text-to-speech, CTI screen pop, and more.

From simple call-flow menus to incredibly powerful connections to web applications, CRM applications, ERP applications, and other tools, IVR Studio simplifies business integration and increases system flexibility. The inbound call center voice and SMS applications you can design with it can be fully integrated into your existing IT infrastructure and business processes.

IVR – short for Interactive Voice Response – is an automated telephony system that interacts with callers, collects information and directs calls to the appropriate recipient. An IVR system (IVRS) consents a combination of touch-tone keypad selection and voice telephone input and responsible for appropriate responses in the form of various media such as, voice, fax, call-back and e-mail.

Brief Overview

Voicent IVR (Interactive Voice Response) Studio delivers high-quality caller experiences by enabling you to easily build logical, fast, crystal-clear navigation of phone system menus and options.

Voicent IVR studio and Voicent gateway has built-in support for speech recognition. No not need to call any other programs in order to use it. The speech recognition engine is the default one and it is part of Microsoft.

The IVR Studio can be built to have conditional statements allows you to utilize the DID number anywhere in the IVR Studio software.

IVR studio is user friendly, no hassle.  All you need is a desktop or laptop computer with Windows 2003/XP/2008/Vista/Windows 7, 8 Operating System.  A phone service: could be a VOIP/internet phone service, a PBX system with SIP extensions, or a traditional analog phone line (requires voice modem and XP operating system). And you’re good to go!

Advantages with IVR platform

It allows callers to get answers to standard inquiries simply and easily, and in seconds, without the need for an operator or agent. Making it cost saving self-service.

It automatically captures relevant information from your callers and directs them to the appropriate agent to handle their call.

It enables your customers to get the information they need, when they need it. Your Voicent IVR application is working even when you’re not, or it can transfer important calls to your cell phone.

It is fully integrated with Voicent BroadcastByPhone Autodialer. Fully automated interactive outbound call applications to generate sales leads and keep in touch with your customers.

Additionally, we have a one time phone support service you can purchase to allow us to remotely log in and take a look at your IVR Design. As with all Voicent software, you buy it once and own it for life. Because there are no monthly fees or per-call charges, you get the highest Return-On-Investment (ROI) and the lowest Total Cost of Ownership (TCO).

Free Trial IVR platform

The free download has no time limit! Meaning you can take your time to evaluate all Voicent products. Also, you can design Voicent inbound and outbound system to accept payment processing by phone, from numeric digit collections to voice recognition.

IVR has unlimited index box. However, each line will support up to 5 extensions.

IVR – short for Interactive Voice Response – is an automated telephony system that interacts with callers, collects information and directs calls to the appropriate recipient. An IVR system (IVRS) consents a combination of touch-tone keypad selection and voice telephone input and responsible for appropriate responses in the form of various media such as, voice, fax, call-back and e-mail.

Brief Overview

Voicent IVR (Interactive Voice Response) Studio delivers high-quality caller experiences by enabling you to easily build logical, fast, crystal-clear navigation of phone system menus and options.

Voicent IVR studio and Voicent gateway has built-in support for speech recognition. No not need to call any other programs in order to use it. The speech recognition engine is the default one and it is part of Microsoft.

The IVR Studio can be built to have conditional statements allows you to utilize the DID number anywhere in the IVR Studio software.

IVR studio is user friendly, no hassle.  All you need is a desktop or laptop computer with Windows 2003/XP/2008/Vista/Windows 7, 8 Operating System.  A phone service: could be a VOIP/internet phone service, a PBX system with SIP extensions, or a traditional analog phone line (requires voice modem and XP operating system). And you’re good to go!

Advantages with IVR platform

It allows callers to get answers to standard inquiries simply and easily, and in seconds, without the need for an operator or agent. Making it cost saving self-service.

It automatically captures relevant information from your callers and directs them to the appropriate agent to handle their call.

It enables your customers to get the information they need, when they need it. Your Voicent IVR application is working even when you’re not, or it can transfer important calls to your cell phone.

It is fully integrated with Voicent BroadcastByPhone Autodialer. Fully automated interactive outbound call applications to generate sales leads and keep in touch with your customers.

Additionally, we have a one time phone support service you can purchase to allow us to remotely log in and take a look at your IVR Design. As with all Voicent software, you buy it once and own it for life. Because there are no monthly fees or per-call charges, you get the highest Return-On-Investment (ROI) and the lowest Total Cost of Ownership (TCO).

Free Trial IVR platform

The free download has no time limit! Meaning you can take your time to evaluate all Voicent products. Also, you can design Voicent inbound and outbound system to accept payment processing by phone, from numeric digit collections to voice recognition.

IVR has unlimited index box. However, each line will support up to 5 extensions.