The importance of a call tracking system in your business

Every time your customers call you, you are given the opportunity to increase your customer’s satisfaction. The more satisfied your customers are, the more likely they are to stay as your customer. Making sure that your contact centre is equipped with effective call tracking software designed mainly for increasing customer satisfaction can actually make a big difference between a positive and delightful experience and a negative one.

Because of the growing need for an effective system that can track calls, there are many types of software made available in the market. These types of software that can track calls are known to provide multi-channel functionality, with the capability of empowering you and your business to maintain consistent customer satisfaction and delight through customer information across the best channel of communication – telephone. By providing your contact centre agents with access to only one contact database, your customer service representatives (CSR) will be able to interact with your customers across every touch point; thereby, resulting in increased and improved call centre productivity and customer satisfaction.

Through this type of software, you can implement a customer-focused system that tracks calls, which in turn will give your business all the tools it needs to increase first-call resolution for many different kinds of customer issues. Make sure that the call-tracking software for your call-tracking system is fully integrated with your customer relationship management system to ensure that all customer calls result in a much deeper insight.

How can your call centre benefit from the features of call tracking software to be integrated in your call tracking system?

• Incident Management System – it allows you to capture your customer inquiries by storing them in a central database. In addition, the software assigns a unique reference number to each customer inquiry, ensuring that the customers’ issues do not fall between cracks.
• Agent Assistance – it helps your agents whenever they encounter unfamiliar issues in integrating with the software’s knowledge base. It then suggests resolution information relevant to the content of the customer’s inquiries and questions.
• Case Management – it provides your call centre and front line support staff the capability of managing and prioritizing your customer service questions and inquiries, from the initial point of customer contact to the main point of resolution.
• Customer Satisfaction Survey Software – it comes with a feedback management program that can be integrated with the call tracking system. This allows you to obtain valuable feedback from your customers. By obtaining such feedback, you are able to deliver more delightful customer experience.
• Increased Productivity – One of the most important balances to maintain in your business is being able to increase productivity without decreasing the customer service you provide. By using call tracking software in your business, your customer service agents will be given power to effectively and quickly handle customer inquiries, without compromising the quality of service. With agents promoting support and functionality for service-level agreements and deals, call tracking software can provide your agent with the perspective they need to provide your customers the best level of customer service.