What is the purpose of a business? Profit maximization. How can that profit maximization be achieved? By attracting more and more customers to the business. Customers will be drawn towards a business and its services only if they are completely satisfied with everything that business would have to offer. This does not only include the actual service/product that the business deals in, but also includes the customer care services the customer receives before and after making use of the service/product. There are several platforms through which customer care services can be ensured like social media outlets, live chat, emails among other things. One such platform is Freshcaller call center software.

What is call center software?

Call center is software that helps a business in handling customer care services through the medium of telephonic conversations. Customer care services can be handled effectively over the phone as the control of the entire conversation is in the hands of the customer care executive and he can handle incoming calls, outgoing calls, regulate workforce management transfer automated transcripts all through the medium of phone. The primary purpose of a call center executive is to be of service to the customers and help them out over the phone. In the present digital era, most of business related communication takes place over the phone. A phone performs several other functions other than just making calls varying from emails to using social media. But in order to achieve uncomplicated solutions and quicker and clearer remedies, calling is the best option. Once a customer gets in touch with a call center executive over the phone, it is guaranteed that he will be able to explain his problems or queries more clearly and the call center executive would be able to help him better. It is the fastest means of communication possible, just a click away.

Why is Freshcaller call center software the way to go?

Freshcaller software allows a business to buy toll-free and local numbers in several countries. Earlier the set-up was highly time consuming, it would take a specialized agent having technical knowledge to set up the connections. But with Freshcaller, all the arrangements are organized within a matter of minutes. Even the base plan, that the business would be required to buy, can start with a deposit of $0 which he can later upgrade based on is requirements and size of the team. This removes financial burden from the business and ensures cost effective methods of providing efficient customer care.

The highlight of the software is the user-friendly interface. It does not require a technical genius to decode the process. The software could be understood and figured out by anyone. Also, since there is no hardware involved, the maintenance cost amounts to nothing. Now, freshcaller call center software is cloud-based, it does not require downloading of third software in order to initiate. It is self-processed and also, due to its cloud-based nature, all the data is preserved.

How does Freshcaller call center boost customer service?

Freshcaller has been able to successfully provide the businesses a cost-effective, time saving platform through which they can ensure customer satisfaction. Here are a few ways how Freshcaller software would boost customer service:

• Interactive Voice Response System (IVR)- Freshcaller operates a system of interactive voice response wherein, the software enables the customer to route itself to the appropriate department. The automated voice delivers commands and each command holds a different response from the other. The customer has the liberty to make way to the concerned department without being bounced from one department to another; like it often happens that a customer service helpline number connects the customer with the first available executive. It has happened that the executive does not hold the relevant qualification to address the customer’s query so he would transfer the call to another department and it would keep bouncing like that. But with IVR, the customer has the liberty to input responses that would directly lead him to the concerned department.

• Adjust calls according to business timings- There are different departments in a business and each functions at a different time. A customer could face problems at any time of the day and if it is a cross-border service provider then the time difference is inevitable. This requires a service that functions 24x7 without fail. Freshcaller software is efficient in this domain. It is set up in a manner that it operates at all times of the day without crashing or pausing. Each number that has been allocated through Freshcaller can have a customized time at which it will be operational. This will ensure customer service at all time without disruption.

• Monitor calls- All the calls that are made to and from the Freshcaller numbers are monitored and supervised at all times. All the calls are monitored in real-time. If there is any discrepancy in the conversation or the executive decides to go off-script, it can be rectified in the same instant. The real-time dashboard keeps a tab of all the conversations taking place within a business. It also assists in ensuring smooth flow of work and monitoring conversations.

• Rerouting calls- There are times when due to some technical default or other circumstances, a call that was originally being transferred to a customer care executive bounces and the connection breaks. With Freshcaller, there is an alternative to avoid such situations. It has a function of rerouting calls wherein if a call bounces off of one executive it would reroute to another. This ensures that all calls being made by the customers are tended to and are not missed.

• Call Recording- Although Real-time dashboard is a pretty efficient function to monitor all calls and activities but call recording is a significant function. Freshcaller provides for a feature of auto call recording wherein the conversations taking place between the customer and the executive are recorded as initiated. This helps in setting precedents and is used for reference. Such recordings are also used to check the effectiveness of the communication and training purposes.

• Call Masking- Freshcaller software provides for a function wherein it allows the businesses to hide their personal identity through numbers. There are instances that when a customer finds a number that belongs personally to an executive, some unparalleled actions could take place that fall outside the purview of the company as well as the executive. So to keep the business personal and at the same time professional, call masking is imperative. It also helps a company appear local whereas he would be working from another country.
• Local phone numbers- Apart from call masking there’s one more feature in Freshcaller that will help you establish a local presence and be better at serving your customers—your business phone number. For instance, if you are a Manhattan-based business or if your audience are based out of The City, using a 646 area code phone number has several advantages. First, it makes you more accessible to your local customers—they do not have to pay for long distance calls. Second, it makes you more visible—you can advertise in local directories and listings. Similarly, you can subscribe to phone numbers with the area code of your choice.