5 Best Call Center Phone Systems in Singapore for Effective Call and Performance Tracking

How to Pick Call Centre Systems to Boost and Measure Your Customer Service Team’s Performance

Although your call center agents will take the brunt of handling your clients’ concerns, it doesn’t mean that simply hiring more and more agents will make your company successful. Furthermore, it is a given that the people play an integral part in any call center’s success; the tools and technologies, especially the call center phone systems, are crucial for a stress-free work environment for your agents and especially for improving customer satisfaction.

This brings to mind the technologies that handle the primary call center functions – call center systems. With the ability to automate tasks, provide quality call monitoring, automated call routing, unlimited call recordings, and many other features. Reliable and flexible contact center software has become essential in outbound calls and inbound calls for businesses to manage customer interactions.

As such, are you looking to scale up your call center business? Are you looking for ways to improve the quality of phone calls between your customer service agents and their clients? Or does your business need better computer telephony integration? 

Having a call center system might be the answer. With this guide, you will learn the features of a call center solution, why you should consider investing in them, and how to choose the right center phone system for your business.

The Call Center Environment Today

Whether it’s concerned with a product or questions about a website, many people prefer picking up the phone and calling immediately for help rather than waiting for emails or instant messaging responses. 

They believe that live voice exchanges are ideal for exchanging information because of the channel's speed, clarity, and potential for empathy. Even those with access to and ability to use text messaging, email, or instant messaging may prefer spoken word conversations due to increased comfort and familiarity with the platform.

When you send a text or an email, you must wait for a response. This isn't a problem for everyone. They go about their business and simply wait for the response whenever it comes. However, there are numerous situations where this type of exchange simply does not work - all of which make the traditional call more appealing.

Waiting for a response to your messages can be frustrating and time-consuming when you have an urgent problem that needs to be resolved. Similarly, some people dislike waiting for that kind of back-and-forth exchange. Phone calls are a good solution because they provide instant communication with little wait time. If a call center is optimised to reduce hold times, it can reduce the time it takes to make a phone call, making it a faster, more efficient way to communicate with a customer service agent.

This is why fast service is still the game for call centers today and is becoming increasingly needed to deliver fast and consistent services.

What is Call Center Technology/Software?

Today, more and more types of communication are emerging for modern call center businesses to utilise. That said, it also becomes increasingly difficult to manage different kinds of communication channels without a proper system. This is why call center software was developed and why having one has become essential for contact centers today. 

Call center software allows the business to manage different communication channels in a single platform. Social media, emails, calls, live messaging, and many other types of communication can be done in the system to guarantee quality, consistency, and convenience to staff and customers. 

The platform essentially allows businesses to run a call center to provide customer support for their inquiries and act as a help desk for customer issues. It opens the door for customer communication with your company, allowing them to interact and engage with you about your business, products, and services.

Developments in other software like cloud servers and voice over internet protocols have also greatly improved the call center environment with cloud call center software. With just a personal computer and a smartphone, different systems can be integrated for various functions like call analytics, virtual call queues, social media support, and more. Cloud contact software allows your customer support teams to work from any location and device without worrying about access to all the features.

The most important factor in using call center software is that you can redirect your increasing profits into business growth rather than hiring more personnel to reach customers through manual dialling. You can build faster customer relationships and provide a better service to customers with an efficient call center for business, all while increasing your team's productivity. Hence, contact center software is essentially a tool that will improve all other technologies your staff use regardless of customer interaction.

Key Features of Call Center Software

Investing in contact center software has allowed businesses to enhance communication networks and utilities to stay competitive in the long run. However, there are different features of call center software to invest in to guarantee consistent results. Although you may get them all in a plan, it is essential first to identify the call center solution features that work best for your business. This is so you can keep everything cost-efficient by not buying features you won’t use enough.

Here are some of the main features of call center systems you should know:

• Digital Transformation

Digital transformation allows everything to be connected and managed digitally. With digital technology implemented for the business, you’ll have all customer data in one interface. The system will serve as the main platform where all communication channels will be connected.

Having everything in one place makes it easier to organise and monitor all kinds of data related to each customer and boosts workflow efficiency. Quality call center functionality makes interactions faster and smoother, guaranteeing customer satisfaction.

• Call Analytics

Call analytics are critical in providing real value from your call center software. It monitors and analyses different center metrics that give insight into general performance. Costs, call durations, details on past calls, and other information is used so that supervisors can make sound decisions to improve performance or address specific issues.

The system allows you to gather daily or even hourly statistics so you can be quickly informed about emerging patterns that may be crucial for improving your service or creating long-term plans.

• Interactive Voice Response (IVR)

Interactive voice response is a type of business phone system which allows the caller to route themselves to the proper departments. For example, when customers contact you, they are given options like Press 1 for Sales, Press 2 for Customer Service, Press 0 to cancel, and the like. The most significant benefit is that your agents won’t be burdened with high daily call volumes.

There are also more developed IVR systems that enable customers the options to view their accounts. This streamlines the process, allowing customers to get all the information they need instantly

• Automatic Call Distribution (ACD)

Automatic call distribution is a call routing feature that automatically routes calls to the appropriate agents. It is one of a call center system's most basic and essential tools. ACD distributes calls based on the business’ set criteria, such as the proficiency of particular agents, redirecting to appropriate departments, and other factors.

For example, a client speaking Chinese will be automatically directed to a Chinese-speaking agent. ACD helps call centers significantly reduce queues and wait times and allows for faster catering of customers.

• Natural Speech Recognition

Natural speech recognition assists a program in recognising words or phrases in spoken language and converting them into a machine-readable format. It enables contact centers to capture all voice data in voice recordings, allowing agents to improve their customer experience.

Call center agents can use this speech analytics feature to enter data into the computer quickly and accurately. Natural speech recognition can transcribe live calls as well as previous calls and send them directly to their dashboard. Moreover, a call center system with natural speech recognition can capture speech much faster than typing and assist those with speech or vision problems. 

• Modern Call Center Software and Support Ticketing

Support ticketing is a software solution that assists customer service agents in effectively managing support requests. Call center ticketing solutions function as a queue where agents can attend to the most urgent tickets. The content of tickets can range from concerns or incidents requests from emails, social media, and more.

It assists agents in managing each incident from the time it is submitted until it is resolved. A ticketing system improves your company's IT support by organising and optimising it. It also assists customers in setting clear expectations by providing an estimated response time.

What Invest in Call Center Systems?

Call center software is a tool to assist your call center teams in their tasks. Daily activities are streamlined and tracked, incoming and outgoing calls can be automatically routed, and more. Here are some specific reasons you should invest in a call center system. 

• Improve overall call quality

Regarding call center services, it is clear that good voice quality in calls is essential for creating a pleasant customer experience. You quickly understand the customer's concerns and requests when talking on the line without lag or disconnection. Call recording also gives an option to listen to and improve customer calls. That means you can provide proper and accurate solutions to them instantly. With the fast response you can do because of good call qualities, you improve customer satisfaction and boost customer retention and loyalty. 

• Improve work experience for all calls

As mentioned earlier, call center systems make things easier for your agents. When your teams are met with numerous daily calls save to do other things manually, the stress and pressure will get to them soon. With the workforce management tools in call center software that automate different tasks, your agents won’t be burdened with too many things to handle when they’re at work, allowing them to focus and perform better at their given tasks.

• Boost productivity of customer service and sales teams

Call center software will also naturally increase productivity. Apart from automating tasks mentioned above, call center systems routing calls instantaneously to the proper departments is a big thing to consider.  Contact center solutions provide agents with the comprehensive data required to perform their duties effectively. Additionally, IVR systems pair customers with the best-suited agents to assist them immediately.

• Cost-effectiveness of customer support calls

With the productivity and improved experience of both customers and agents, the call center can reduce costs because fewer resources are used in managing its services. By providing fast customer service software, the business reduces the cost of long call durations and can serve more people without using additional resources. You’re not only paying for the features that make calls more accessible but also for all the data and statistics you get from the system, which can ale you critical insights into the strengths and weaknesses of your business.

• Better security for contact centers

You will never have to risk losing customer and company information by having robust and reliable data security. Today's call center systems have fine-tuned security features to protect vital client and company information. They can also expect disaster recovery measures, given that the system will come with cloud backup. This also plays a big part in cutting costs since you do not have to maintain the system constantly.

Choosing the Best Call Center Software

Now that you know the call center system's different features and benefits, you might be thinking about which ones to get as one call center solution. However, you’ll find that some call center software might not fit your exact needs. Here are some of the main things you should consider to find the call center system that is just right for your business. 

• Overall Quality Management

You want to choose the call center software that allows you to give the best customer service possible. For one, there’s call quality and uptime. You wouldn’t want to invest in a system with poor or erratic connections during calls since that will significantly affect reliability and the customers’ impression of your company. The quality of the call center solution will reflect your brand image. You want to be known as a business that provides precise and dependable solutions to customers, so look for call center software to help you.

• Call Center Software Features 

Choose your call center software based on the features that are most important to your company. Attempting to manipulate software to do what you need it to do when it is not designed to do so is a waste of time and money. Each call center software solution has a distinct set of features. To ensure cost-efficiency, you must filter and decide which feature set best suits your requirements.

• Software Integrations

If you want to boost your business further, the contact center solutions should not be left as a stand-alone system. When choosing a new call center software, ensure it can be integrated with other systems you can use or use for your business. For example, everything should run smoothly once you connect your social media tools or CRM systems to the center phone system.

• Call Center Solution Security

The call center software solution you select must be highly secure. One can never be too careful on the internet, especially with vital company data or your customers’ privacy. The software should also include methods for detecting unauthorised server access. Thus, before using the software, one should thoroughly examine the security measures it offers.

Growing Your Business with Call Center Systems

Technology for the call center industry has been growing continuously over the years. There is no good reason not to invest in a contact center solution, which is developed especially to help businesses. 

They are a great way to grow your business and help you increase revenue. They allow for more efficient use of your employees, which can help you save money in the long run. Despite the numerous customer service options available, call centers remain a timeless method of connecting with your customers. A phone call's immediacy and personalisation cannot be replaced.

Check out our call center systems companies to learn more about how their services can improve call center performance and help your business’s brand value.