Every day, call centers handle an incredibly high number of calls from customers. Call center services are commonly used by businesses to deal with customer care, helpdesk, marketing, sales, or technical support calls. Call centers handle inbound and outbound calls or either of the two. Usually, call centers have on-staff phone operators sitting in front of costly and advanced software to answer customer queries. This program runs from server racks that are wired to large Private Branch Exchanges (PBXs) hardware that could route hundreds of phone calls at a time. But, things have changed a little in the last few years.
Although some of the larger third-party call centers that run this way may still exist, most of the others have changed the way they operate. Small to mid-size companies (SMBs) can now take advantage of a sophisticated suite of technological features for advanced call center services with the help of software available for this purpose. It is also true that many businesses are now opting for in-house call center services. They can do it without migrating from their existing system or having to justify the cost of using hundreds of on-staff operators. There is call center software like KENT CamCall that offers world-class features. This is the first inbound video-based call network for winning sales calls & world-class customer service. It is an app-less system that does not involve any download of software, either by the agent or customer.
Following are some important features of advanced call center services software like KENT CamCall:
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Video Calling
The call center services software provides high-quality live video calls to give customers a new and differentiated experience. It is an advanced video-based call center solution that easily helps the agents on the toughest days or difficult customer interactions. There is no need to schedule video calls, and they can be initiated easily through the sharable link, QR code, widget on a website, embedded links in the app, and digital marketing ads. It helps in better customer engagement, and with the facility to transfer calls, more participants can be added easily.
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Sharing of AV Content and Screen
Agents can easily share content through a screen-sharing option on the video call. During the ongoing video call, customers can also share their screen with the agents to have a better understanding, and all their doubts are easily cleared.
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Monitoring by Supervisors
The cloud-based software allows supervisors to easily go through all records and information, ensuring that agents handle the customers efficiently. Performance metrics such as total calls (abandoned/connected/disposed of), average handling time, etc., are readily available that helps supervisors in measuring an agent’s performance.
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Video Call Recordings
Inbound call center solutions like KENT CamCall allows users to record video calls, play them from the cloud, and download these recordings. This feature offers transparency and constant feedback for regular improvement. Personalized insights can also help in enhancing an agent’s performance and increase their productivity.
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Industry Standard Encryption
Call center services software operations require proper data security, reliability, and compliance. A software like KENT CamCall employs the best methods and offers end-to-end encryption for all data. It removes the potential risks of data mismanagement and helps in delivering a reliable customer experience. It offers 128-bit security for all communication.
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Low Bandwidth Requirement
A poor internet connection can create issues in your conversation and lead to a poor customer experience. However, such occurrences are rare with KENT CamCall, as it can operate with a bandwidth as low as 250kbps. It is easy to initiate video calls via mobile internet, broadband, and dongle.
So, what are you waiting for?
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