December 11, 2023
By: TucsonBizz Staff Writer
TucsonBizz is a division of Sofvue, LLC.
Printed with permission of Data Titan, Sofvue LLC
Customers expect a certain level of satisfaction when they choose brands and companies, and customer experience remains a top priority among businesses as they try their best to deliver the best services possible. Establishing a separate customer service team in your operations means spending tens if not hundreds of thousands of dollars to spin-up operations, but companies are finding solace in new technology trends in the remote working model.
The pandemic forced millions of companies to close offices, and this gave a major boost to the work from home proposition. Businesses soon realized the benefits of remote and hybrid work culture, and the exact same trend is now prevalent in the call center industry where companies are leveraging budding technologies to promote remote work environments.
Managing and operating call centers online is more challenging than it appears. Businesses need to organize multiple facets to guarantee that their customer support teams can provide effective solutions to clients. In today’s rapidly improving technology sector, online call center applications are increasingly utilized to improve customer experiences. These applications aim to lessen the burden on support staff while ensuring prompt resolutions for customers. This guide has been created to assist call center businesses in implementing the best strategies for their remote working model, particularly when dealing with many employees.
What should a call center app look like?
Let us start with the basics. A call center app is a tech-driven solution that enables remote work. It is designed for assisting call center executives in managing their calls and customer interactions to increase productivity of the team. Physical location is no longer a problem as a call center app enables customer support officials to work from anywhere. Here is how a call center application software can assist your business in promoting healthy customer experience and work culture:
➤ Call center agents can use a web-based browser centric or mobile app to handle inbound and outbound calls, including features like call forwarding, transferring, and holding.
➤ Access to customer databases and caller information, allowing agents to provide personalized and efficient customer service.
➤ Built-in chat, messaging, or video conferencing tools for collaboration with team members or supervisors.
➤ The application can record calls and log interactions for later reference and analysis.
➤ The ability to work from anywhere with an internet connection, facilitating a remote work model.
Top strategies to consider during the application development process
Online application development involves the demanding work of multiple teams. Different coders, developers, analysts, designers, and researchers put together ideas and expertise for creating an impeccable application. Application development companies adopt various advanced strategies to ensure the resultant application meets client’s requirements and delivers positive business results. We asked our in-office development team about the latest and top strategies and how they would apply these strategies when developing a call center application, and here is what they said:
#1. Personalized tools for executives
Staff working in the call center sector demand operating software that is both time and cost efficient. One way of reducing their workload is by providing personalized tools to them. Just like employees decorate their cubicles according to their likings, the same way the application on which they work needs to be personalized. You can add tools like work time availability, chat options, pre-recorded messages, etc.
#2. Priority settings
The application should allow agents to resolve customer complaints based on the urgency and priority. This can be done by introducing Interactive Voice Response (IVR) technology where customers already share a brief description of their issue or complaint, so agents can attend to them faster. This ensures all customers receive a timely resolution depending on how urgent and serious the issue is.
#3. Onboarding and training features
Call center applications require effective onboarding and training programs. Effective onboarding reduces the learning cycle, builds agent confidence, and improves productivity. Additionally, it sets the basis for an efficient remote workspace. An organized onboarding and training strategy is the link between technology and human knowledge that enables efficiency and customer satisfaction in the call center environment.
#4. Different software API integration
A good call center online application must be able to seamlessly integrate with other software and software API systems. This helps call center agents to gather customer details, call details and other related information from anywhere at any time instantly. You need to select development tools that enhance seamless combinations that enable your agents to offer quality customer service.
#5. Proper tools for seamless communication
Application development companies shortlist several communication mediums to incorporate in the call center application. Apart from on-call support, many businesses also offer chat and video call assistance to their customers. Effective communication is a crucial element of a remote call center. Include real-time chat/messaging capabilities in your applications as it helps agents to coordinate with their peers and managers, as well as seeking assistance from experts who can solve problems stat.
You may also like to read: A Real Estate Mobile App Development Guide: Features, Process, & Cost
Key features to add to the application
The success of any software depends heavily on its performance, design, and relevance. The application will be used by the call center employees, so it needs to have features that make call center support personnel jobs as productive and stress free as possible. Here is a list of features you can add to the application for efficient customer support and customer support executives:
1. Complaint section
This feature is added for easily filtering out complaints. Call center staff handle numerous calls daily, and a complaint section with effective filters can enable them to address urgent issues swiftly. This feature is crucial for prioritizing complaints that require immediate attention.
2. Video call support
Call centers and customer support departments are essential for providing timely solutions to consumers. Incorporating a video call feature allows customer support representatives to engage more personally with customers, such as demonstrating product installation live for a manufacturing company.
3. Interactive voice response
IVR is often the first point of contact for customers reaching out to support teams. Integrating an IVR system in the call center application is vital, serving as a navigational menu for callers. Developers should employ advanced technologies to ensure the clarity and automatic playback of recorded voice instructions.
4. Image sharing
Customers sometimes struggle to describe their issues over a phone call. An image sharing feature in the application lets them send pictures of defective products, significantly aiding in industries like food delivery and e-commerce when dealing with incorrect or damaged items.
5. Voice message support
Beyond voice and video calls, a voice message feature offers an innovative and convenient communication method. Call center staff can send audio notes to assist customers, which is particularly useful during connectivity issues. These voice notes can be accessed by customers at their convenience.
6. Quick expert consultation
A call center application can facilitate immediate connections with industry experts, especially beneficial for remote working staff. This feature allows executives to consult experts without needing formal appointments, with experts receiving a commission for their time. This setup enhances the quality and professionalism of the solutions provided to customers.
Questions regarding Call Center applications
How do you provide regulatory compliance?
Our approach includes having a specialized team that engages with legal experts to guarantee full compliance with all relevant regulatory authorities. This is a strategic process we employ with all projects, particularly in the realm of software and mobile app architecture, where adhering to legal standards is required. Moreover, the use of cutting-edge technology for data security, storage, and encryption ensures the utmost safety of your application. This commitment is vital in maintaining the integrity and trustworthiness of your applications in today's digital environment.
How much time do you need to develop a call center application?
The exact time to develop and application depends on the type and complexity of application you require, and projects typically have a range between three and twelve months, but every project undergoes the following:
✅ Technical Discovery
✅ Architecture and Scoping
✅ Coding / Programming
✅ User Acceptance Testing
✅ ALPHA/BETA launch
✅ Version 1x Release
✅ Stabilization
Book a call now and we can discuss the project further.
Key takeaways
When implemented effectively, developing a remote work business model can be beneficial, and leveraging technology is key to this success. Developing an online call center application can strengthen your ability to manage remote teams efficiently, while also offering employees the ability to work remotely from home.
A division of Sofvue LLC, Tucson Bizz possesses two decades' of experience in developing world-class software solutions across dozens of business sectors in B2b, D2c and B2c. To date, we’ve developed hundreds of custom software and mobile apps across dozens of market segments, and for companies across the United States, from New York to Los Angeles, and all points in-between. Our core strengths include:
✅ Mobile application development
✅ Custom web applications
✅ Management systems
✅ Business Intelligence (BI)
✅ Website development
✅ Content management systems
✅ Technology consulting
From delivering attractive and elegant UI/UX designs for user-friendly experience to responsive functionality, our company has developed solutions featured on Good Morning America, the History Channel, ABS/CBN News in Asia, and across numerous local and regional news outlets across the USA. For more information, contact us at 623-845-2747 or visit our sister website at datatitan.com.
Citations
https://www.liveagent.com/customer-support-glossary/call-center-app/
https://aircall.io/blog/call-center/essential-call-center-features-in-2020/
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