Inbound Call Centre Software

FAQs

Is it possible to integrate inbound call centre software with other tools?

We support outbound voice, inbound voice, web chat, Email, SMS, WhatsApp and Facebook Messenger.

Can I use inbound call centre software for remote teams?

Yes, inbound call centre software is cloud-based, which means agents can access it from anywhere, whether they're in the office, working remotely, or on the go. This flexibility ensures consistent service quality across all team locations.

How can I track call centre performance?

Most inbound call centre software comes with real-time analytics and reporting tools that track key performance metrics like call volume, agent performance, wait times, and customer satisfaction. These insights help managers optimise operations and identify areas for improvement.

What kind of support does inbound call centre software provide?

Inbound call centre software offers support through features like call recording, call monitoring, and quality assurance tools. These features allow managers to monitor interactions, and provide training and feedback to agents.

These systems typically provide:

• Call routing: IVR systems can route incoming calls to the appropriate department or agent based on caller input or predefined rules.
• Menu prompts: IVR systems guide callers through a series of menu options using pre-recorded voice prompts, allowing them to select the desired service or department.
• Integration with databases: IVR software can integrate with databases or CRM systems to receive customer information and provide personalised service based on caller data.
• Multilingual support: IVR systems often support multiple languages, allowing businesses to serve different customer bases effectively.
• Call queuing: IVR software can manage call queues during high call volumes, providing callers with estimated wait times or offering callbacks when agents become available.

MaxContact offers a drag-and-drop IVR designer that simplifies your call flows. The feature-rich designer allows you to quickly design, test and deploy inbound call strategies that will improve the customer journey.

How easy is it to set up an inbound call centre software?

Setting up inbound call centre software is typically quick and straightforward, especially with cloud-based solutions. Most platforms offer user-friendly interfaces and step-by-step setup guides, with customer support available to assist during the implementation process.

Common challenges include:

• Initial Setup and Integration. Implementing inbound call centre software may require significant upfront investment of time and resources to get them up and running.
• Learning Curve. Adopting new software often entails a learning curve for agents and staff members who need to familiarise themselves with the system.
• Customisation and Scalability. Some inbound call centre software solutions may have limitations in terms of customisation and scalability, especially if your business has unique requirements.
• Maintenance and Support. Like any software solution, inbound call centre software requires ongoing maintenance, updates, and technical support.
• Customer Experience. While inbound call centre software can enhance efficiency and simplify operations, there is a risk of detracting from the overall customer experience if not implemented correctly.

At MaxContact, we can help you face these challenges by offering the support you need when using an inbound call centre, including CRM integration, user-friendly tools and ongoing support. This way, the risk of detracting from customer experience is kept to a minimum.

Which industries benefit from call centre software?

Call centre software is a powerful tool for any business that handles a large volume of inbound or outbound calls. This includes not-for-profit organisations, financial institutions, debt collection agencies and retail businesses. 

For the best results, however, it’s imperative that you work with a call centre software provider that understands the specific demands of your industry. Here at MaxContact, our software isn’t just fully customisable to fit your needs – we also offer tailored solutions for industries that require specialist solutions.

Is training necessary to use call centre software?

Yes, training is important if you want to get the most out of your call centre software. This is especially true if you choose software with advanced capabilities such as predictive diallers and IVR automation.

However, this can be simplified by choosing user-friendly and customisable call centre software. MaxContact offers a single sign-on and intuitive dashboards to help your agents navigate the system with ease, while our workforce management tools ensure you have the correct number of users with relevant skill sets.