Advanced call center software features

Written By: Eisla Sebastian

Advanced call center features are beneficial extras that can enhance call center software. These features typically include more automated options such as auto dialing and automated call distribution. Other advanced features focus on how calls are routed to call center operators.

When shopping for advanced call center products, it’s important to select a software platform that will offer you what you need without overwhelming you and your budget with options that aren’t a good fit.

Advanced call center features for post-call follow-ups

After call follow-up tools are very beneficial for call centers. These tools include note screens, problem and service ticket write ups, and payment scheduling. Here are some of the more typical after call tools available.

Agent call reporting

Analysis and reporting features are valuable advanced call center features. They allow your company to track how many calls each agent makes or takes, which actions the agents are taking during and after the call, and how long each call lasts. Managers can use this information to determine how effective their agents are at doing their jobs.

Agent call recording

There are several situations where an agent needs to record a conversation. One example is when a customer makes a payment by phone which is recorded to show proof of authorization for the payment.

Automatic call distribution

Automatic call distribution (ACD) is an advanced function that can be programmed into a call center's software. ACD distributes calls based on what skills are required to meet the needs of the caller. For example, a caller may select the "make a payment" option on the company's IVR menu. The ACD feature will then transfer that call to an agent who is capable of processing a payment.

Distributed call center agents

Many call centers outsource work to at-home agents. To distribute calls from the central call center to home-based agents, special software known as distributed call center functionality needs to be used.

Outbound predictive dialer

An outbound predictive dialer is an advanced call center feature that uses an automatic dialing program. This program has all the calls that the agent needs to make pre-programmed into the system. When agents log in, the auto dialer starts making calls on their behalf. As the operator answers calls, the predictive dialer then cues up the next number and dials it as soon as the operator finishes with the previous call. The feature may also dial the next number after a fixed number of minutes.

To find out the full array of advanced call center software features available, work with multiple call center software providers who can explain your options.