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The 5 Telephony Features Your Call Center Can’t Do Without

According to a new report by Global Industry Analysts, the global call center market is projected to grow to an estimated $337.8 billion industry by 2013 . To become a key player in call center innovation and to provide superior levels of call center service, it is crucial that your call center phone solution provides the kind of telephony features which promote success through efficiency and productivity.

This article discusses the top ACD features that call centers shouldn’t go without, all of which are offered by Crexendo’s complete business phone solution:

Feature 1: “Maximum Calls Per Agent”
What it is/does: This feature allows administrators to limit the amount of calls allowed in a queue.
Why this feature is important: By limiting the amount of callers which can be put into a queue, call centers can ensure that they only take on the amount of callers that their agents can realistically handle within a reasonable amount of time. Having a reasonable queue wait time gives call center agents more time to thoroughly answer customer inquiries which in turn boosts overall customer satisfaction.

Feature 2: “Voicemail Shortcut”
What it is/does: When a caller is in a queue, this feature provides the caller the option to leave a voice message for an agent to answer later.
Why it’s important: Not every caller has the patience or ability to endure long wait times during periods of high call volume. Providing customers with a voicemail shortcut allows agents to attend to more customers than would otherwise be possible.

Feature 3: “Record All Calls”
What it is/does: Once this feature is turned on all (or any pre-prescribed amount) of call are automatically recorded.
Why it’s important: Depending on the type of call center, some call centers benefit from having their calls recorded for both quality control reasons as well as to limit liability from any issues that might arise later.

Feature 4: “Caller Position Announcement”
What it is/does: This feature announces a caller’s position within a queue along with the estimated wait time that the caller can expect to endure before reaching an agent.
Why it’s important: When callers know exactly where they stand within a queue they can make the decision whether to be patient and wait to have their inquiry answered, leave a voice message, or perhaps even call back at a later time.

Feature 5: “Real-Time Statistics”
What it is/does: Crexendo’s user portal allows administrators to view real-time statistics including: the number of agents currently on calls, the number of callers in a queue, the average length of time each agent spends on the phone, and the average number of callers which drop out of a queue.
Why it’s important: Statistics empower call centers to analyze whether they’re organized as efficiently as possible or if they could stand to undergo some restructuring to increase productivity.

Display of Real-Time Statistics over the period of a day. Includes: current wait time, average wait time, average talk time,  number of received calls, number of answered calls, number of abandoned calls, and number of voicemails.

Display of Real-Time Statistics over the period of a day. Includes: current wait time, average wait time, average talk time, number of received calls, number of answered calls, number of abandoned calls, and number of voicemails.

Statistics show: Start time of a call (time call entered into the queue), caller name, called number (DID or extension that was used to enter the queue), the state of the call as Call Status, the Duration that the call has been in that state, as well as the Agent Name if the call has been answered by an agent.

Statistics show: Start time of a call (time call entered into the queue), caller name, called number (DID or extension that was used to enter the queue), the state of the call as Call Status, the Duration that the call has been in that state, as well as the Agent Name if the call has been answered by an agent.

Crexendo business phone system offers a complete easily customizable solution for call centers which includes some of the most desirable ACD (Advanced Call Center) features currently on the market.

“Crexendo’s engineers have designed a robust ACD system that allows a great deal of customization for any call center. Plus, if your call center requires a feature that we do not currently offer, we have a fantastic history of developing custom applications, if warranted,” says Doug Gaylor, President of Crexendo, Inc.

What does your current phone solution offer that can entitle you to a piece of the $337. billion call center “pie?”

Photos courtesy of 123RF

 

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