How to Improve Your Business Operations with this Call Centre Software

Starting a business can be complicated, so our clients need to be able to reach out to us seamlessly. So, what happens when people cannot contact an organisation that is supposed to help with their business? Total chaos.

That’s why we have upgraded our phones to Aircall. It allows us to make calls and share data anywhere, anytime! It also transmits your voice and other data over the internet and can access various devices, such as smartphones, computers, tablets, and even traditional office landlines. This is an excellent alternative for busy business owners like me who want to separate their personal phones from business calls.

For example, when I was in New Zealand, I could answer the phone as long as I had an internet connection. Some of our team members are overseas, but still can answer and make calls at no additional cost. It is also affordable, and you can get 1300 and 1800 numbers, a landline or a mobile number! All of this with other team members only costs us around $90 monthly, including GST and all calls.

This phone system, sometimes called a Voice over Internet Protocol (VoIP), is affordable, easy to use and loaded with unique features that will help you and your team stay connected and productive. 



Features

Phone System Features

Create a recognisable toll-free number and reach out to your customers by creating legitimate local and international numbers in over 100 countries at the same rate. This is best for businesses that are planning to expand their markets. You can customise conversations in voice mail messages, manage SMS business text messages and initiate a live conference call. It also has an interactive voice response (IVR) directory for first-time callers.



Collaborate with your teams

Coordinate with your teammates using the shared contacts and shared call inbox so that everyone can keep track of conversations. You can also configure its call routing feature by directing incoming calls to specific agents based on their availability, function, skills and location. Using the centralised dashboard, you can constantly adjust assignments in real-time. 

During a warm transfer, agents can confer briefly before forwarding the call over. The call will then be put to their to-do list, and the notes and comments will be synced immediately to the integrated CRM or Helpdesk that is accessible to the team.



Call Centre Features

The best thing about this cloud-based phone system is that it has a parallel call feature that allows you to switch between two calls as needed. The caller has the ability to opt out of your queue and request to be called back later. You can also add or remove users and numbers at any time and divert calls to multiple devices.

You can take as many calls as you can using the same phone number and it records your inbound and outbound calls. You may, however, pause them if needed to adhere to privacy standards and gain customers' trust.


Increase Productivity

• Power Dialer generates customers’ phone numbers and stores them in Salesforce or another CRM so that sales representatives can effortlessly make calls to prospect clients with just one click.
• Click-to-Dial is a time-saving feature that allows you to easily launch a call by directly clicking the number in the application. 
• The After-Call Work feature enables your team to tag, assign and prepare for the next call using this simple interface. This will help agents prioritise tasks after each session by organising notes in a more efficient way.



Analytics

Final Thoughts

We all know that communication is one of the important aspects in running a business. That is why it is necessary to adapt new innovative methods. Investing in a good call centre software will not only provide a cost-effective management solution for your business, but also pave the way for high customer satisfaction ratings and sales. If you’re interested in trying out this call centre software, click here.