First-class inbound call center solution that improves the customer experience, promotes customer success, boosts agent productivity, and increases adaptability of your business — all while reducing cost.
Every inbound call center strives to provide amazing customer service. Whether it's answering a customer’s query, completing a reservation, or closing a sales deal, the agents can achieve a positive outcome only if a call center provides them with the necessary tools.
Looking for a versatile application but feeling overwhelmed with the number of call center solutions? Check out our Voiptime Cloud inbound center software! It incorporates various useful elements to ensure the smooth workflow of a call center and turns every interaction between agent and customer into an enjoyable experience.
Distributes calls between teams to make sure that the queries are transferred to the most skilled agent who is free to take a call. Automatic call distribution feature puts a customer in the virtual queue if required.
Provides callers with self-service and links them with the right department or agent via call routing. IVR reduces the wait time and decreases the number of transfers, which improves customer satisfaction.
Establishes intelligent skill-based routing and connects the customer with the most skilled call center rep. Also, it ensures that inbound calls from a certain customer reach the same agent who spoke with him/her for the last time.
Enables you to listen to active calls in real time. Use silent call monitoring to oversee your call center reps or apply call whispering and call barging for coaching and training.
Enables you to filter and customize your call center data and measure performance indicators. Get a complete call (CDR) report with detailed information about all inbound and outbound calls, abandoned calls, internal and external transfers, etc.
Helps you to preserve high-quality standards across teams. Call recording is an essential tool to apply in inbound call centers for checking on compliance, quality assurance, and agent training.
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Running a small business or leading a large corporation? Our inbound call center software solution will help you contribute to customer success by enabling a high-quality customer experience during each call regardless of the size of your company.
Voiptime Cloud contact center solution will help you to:
Everyone should do what they are good at. Don’t send your customers and prospects to a jack-of-all-trades department.
Voiptime Cloud call center software provides skill-based routing, which leads to quicker call resolution. You get access to a built-in CRM and essential customer information without complicated and time-consuming CRM integrations. A client card with interaction notes, call records, and attached documents also facilitates efficient customer service. With Voiptime Cloud call center software, your agents don’t need to put a call on hold to find required information. They already have everything they need to deliver a personalized customer experience during each interaction.
Time is the most important asset. Show your customers that you value every minute.
Your clients can interact with your company through touchtone or voice features and select the professional services they want; smart IVR call center technology routes the call to the appropriate team. The most capable customer support representative then handles the query with ease. Your customers won’t have to wait until agents transfer the call to the right professional. Also, Voiptime inbound call center software offers a callback feature if there are no available agents to handle a call at the moment. Why make the customer listen to annoying hold music and waste their time?
Customer queries are sometimes tricky. If more than one person is needed to solve the problem, direct a customer to the appropriate expert.
Many virtual call centers do not offer external call forwarding. Therefore, to reach the needed person, customers often have to disconnect and call back again. This is a major inconvenience you won’t experience with Voiptime Cloud inbound call center solution. Apply the right tool and easily transfer calls within the system or redirect them to an outside phone number.
The workload throughout the year may vary. Prepare your call center for peak seasons.
The opportunity to scale easily is very important for seasonal inbound call centers and BPOs. If the facility needs to stay efficient at all times, Voiptime Cloud inbound call center solution makes it happen. Add inbound lines and call campaigns to your virtual call center whenever you need it. Increase or decrease the number of call center reps without compromising the quality of service or efficiency of the contact center. Also, you can always get additional functionality (e.g. Power Dialer, Predictive Dialer) by simply upgrading the service plan.
Performance reporting can fundamentally change the workforce management within a call center. Get all the necessary information on a variety of metrics.
Voiptime call center software enables advanced reporting on calls, campaigns, and user’s KPI to track agent productivity. Various kinds of comprehensive reports provide detailed monitoring of the statistics, control of the conversion rate of every agent, and quality assurance. You can get detailed information about the status and duration of each call, as well as track the progress of every campaign in your inbound call center. Oversee the number of abandoned calls and average call duration to determine whether you need more agents. The advanced reporting feature also helps you identify bottlenecks and make data-driven decisions.
Unlike outbound call centers, an inbound contact center is specifically designed to receive calls. Agents constantly deal with all sorts of customer requests, and they need to be prepared to deliver excellent customer service no matter what assistance the person needs at any given moment.
Whenever people call you and whatever problem they have, the bottom line is that their expectations are always the same. People need:
To some extent, the quality of customer service depends on your agents. They obviously need to be trained to handle customer’s issues over the phone, and they must possess all the essential soft skills. Also, low quality contact center software can be one-sided, which means that agents will need to operate in several apps at once. It can be difficult to navigate a myriad of call center solutions.
Voiptime Cloud for inbound call centers was created with great customer experience in mind. The software ensures a smooth telephone connection, and its advanced features provide your agents with the ability to handle all inbound calls with ease.
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