Call Management Software System
Research indicates that the average hold time experienced by customers is just under 1 minute, with many companies failing to hit even this standard. Yet most customers will not stay on the phone for longer than two minutes. An efficient and effective call management software system is the key to ensuring your customers and prospective conversions rarely if ever come within sight of either of these two time targets.
Streamline the way you receive calls with Ringover
Dropped calls and long wait times will inevitably impact the customer experience and make every other aspect of your business more difficult as it creates disgruntled customers or worse, no customer at all. However, an effective CMS is more than a means of organising your inbound and outbound calls. It is also the first interaction with your prospective clients, serving as a flagship for the reputation of your company.
Call Management System Pricing
- Unlimited calls to 110 destinations
- Local number from 43 countries
- Mobile, web, and desktop applications
- IVR and call forwarding
- Call logs and recordings
- Call and voicemail transcription and summary
- Click-to-call
- Video conference, instant messaging
- Access to our API
- Local number from 65 countries
- Advanced IVR (smart routing, call groups, call queues…)
- 2 integrations
- Advanced analytics
- Coaching (double listening, whispering…)
- Text message campaigns
- Access to our webhooks
- Call campaigns
- Power Dialler
- Call scripts
- Voicemail drop
- Local Presence Dialling
- 3 integrations
- Single Sign-On
A comprehensive Call Management System will
- Improve your conversion, retention, and overall customer satisfaction stats and keep them there.
- Maximise productivity from your employees by streamlining workflow and reducing contact errors.
- Optimise your call load and thereby allow you to handle more with the same assets and resources.
Choose a Call Management System that does more
Any CMS worth its salt should be built on an understanding that every business is unique as are the needs of the industry in which it operates. In addition, these needs are always expanding and evolving.
This is why your Call Management System needs to be able to adapt to the requirements of the company or call centre and help meet your business goals. As well as this, metric provisions such as customer satisfaction reports, agent performance measurements and management reports will help you assess how well you are progressing towards these end goals. The right CMS can also be a powerful training tool facilitating real-time monitoring and agent development thanks to features such as call-whisper and double-listening.
Call Management Systems are both easy to set up and easy to use
Get started in a hurry
Call Management Systems can often seem a daunting installation whatever the benefits. A cutting edge CMS like the one offered by Ringover takes the challenge out of both the initial stages and the long-term use by creating a seamless and intuitive experience from day one.
Multiple markets with minimum fuss
With cutting edge CMS services like Ringover, you can have customer response services set up in 65 different countries in a matter of minutes with bespoke greetings recorded for each individual market.
Information when and where you need it
A vast amount of customer information is maintained within the CMS and at your disposal removing the need to cycle through multiple different software.
Automated distribution of call loads according to your parameters
The right task for the right employee
Calls misdirected to the wrong department frustrate both customer and agent alike and reduce customer satisfaction. A high-end CMS like Ringover’s employs sophisticated yet easy to use tools to ensure calls are routed according to a tailored set of parameters that you determine.
More options mean more accurate results
Routing parameters can be broken down via a large selection of criteria, ensuring a better and more precise distribution. Route calls according to agent skills sets, language, shift times and more.
The next stage in bespoke distribution
An advanced feature of our CMS is the ability to route calls using customer data pulled directly from your data banks. This means you can offer a service that illustrates your desire to utilise this data to create the best possible experience for your customer.
Impress both existing and potential clients with our Call Management Systems advanced features
Integrate AI into your overall experience
Utilising AI effectively will allow you to bridge the gap between automated messages and actual agents.
Interactive Voice response
This feature enables you to streamline a customer’s experience and deliver them to the right department in a matter of seconds.
Deliver more information without the need to reach an agent
Many calls can be resolved with basic information such as opening hours and basic product details. Ringover’s call centre software includes a multi-tiered IVR that offers you the ability to resolve many customer queries through automated voice messages that only activates when needed.
Call Management System FAQ
- What is a Call Management Software?
- How can I determine which features are required for my business?
- What are the benefits for my agents?
- Why should my company use a CMS from Ringover?
- What is a call management system?
- What is the importance of call management?
- What is a call management CRM?
- How do you manage phone calls effectively?
What is a Call Management Software?
In basic terms, a call management software is a system that organises and routes inbound calls based on a set of parameters. These parameters need to be set in advance by the business operator and will be tailored to the needs of that particular business. A CMS can employ a limited or expansive list of features depending on the need. These include things like IVR or Interactive Voice Responses, automated messaging and real-time call prioritisation.
How can I determine which features are required for my business?
Sophisticated Call Management Software like Ringover’s boast a plethora of features, not all of which will be essential to your business. Determining which ones to prioritise requires a careful assessment of your company’s needs and those of your customers. Answers questions such as by which criteria should your calls be filtered? What kind of business do you have e.g. service call centre, cloud contact centre, etc? Should calls come to agents or automated responses first? How long should a call stay in the call queue and what should be done with it when too much time has passed? Answering these and similar questions will enable you to tailor your CMS effectively.
What are the benefits for my agents?
A CMS can benefit your agents in a number of ways. By effectively routing the right call to the right person, it ensures that less time is wasted on unnecessary transfers which not only cuts down on productivity but also frustrates the customer making sales and problem resolution more challenging for the agent. In addition, information gathering features mean that agents are better able to identify and resolve customer’s issues and queries from the outset.
Why should my company use a CMS from Ringover?
As well as key features such as auto dialler and predictive dialler, Ringover provides a Call Management System that offers an ideal balance between sophisticated features and ease-of-use. Both set-up and interface are easy and intuitive meaning you and your agents can spend more of your time and energy providing a friendly and interactive experience for your customers. In fact, effective use of CMS systems like Ringover has proven to increase conversions and customer satisfaction ratings without requiring large increases in resource allocation.
What is a call management system?
A call management system (CMS) is a bundle of tools and software to manage inbound and outbound calls, typically used in call centres, contact centres, and organisations with high-volume calls.
It automates various tasks, thus increasing agent productivity, improving customer satisfaction, and reducing costs. Call management software further allows managers to track performance indicators and improve processes based on call data. It usually has the following features:
- Interactive Voice Response (IVR) to interact with customers and offer them self-service facilities.
- Call recording to record calls and assess agent performance.
- Call tracking to monitor metrics such as call source, duration, wait time, drop rates, volume, etc.
- Call routing to automatically route calls to the appropriate agents/departments based on predefined parameters.
- Call monitoring to monitor conversations between agents and customers, and intervene if required.
- CRM integration for instant access to data.
- Other features: Intuitive dashboards, call forwarding, auto-diallers, click-to-call, analytics, etc.
What is the importance of call management?
A call management system allows businesses to manage inbound and outbound calls efficiently. It helps them:
- Increase agent productivity: A call management system automates tasks your agents would otherwise have to do manually. It helps them save time and increase productive hours.
- Reduce wait time and dropped calls: Call management software reduces hold time and dropped-call rates by automatically routing calls to the best available agents.
- Monitor calls: The analytics and reporting features in call management software helps you measure and track various KPIs and metrics.
- Assess agent performance: Managers and supervisors can evaluate agent performance using features like call recording and call monitoring.
- Access information when needed: It gives agents instant access to customer information and history during calls to offer better services.
- Improve customer satisfaction: When customers can connect to agents without much hold time or having to call multiple times, it improves their experience.
What is a call management CRM?
A call management CRM is a customer relationship management platform integrated with a call management system (CMS). It acts as a unified platform for managing calls, tracking customer interactions, and gathering call/customer data, thus giving you a complete view of your communications.
You can build a call management CRM by purchasing a third-party CMS and integrating it with your CRM. For instance, Ringover offers call management software as part of business phone systems. In addition to making and receiving calls, it lets you manage calls with features like call routing, monitoring, tracking, and analytics. You can integrate Ringover CRMs like HubSpot, Zendesk, and Pipedrive, and other business tools.
The advantage of integrating your CRM with CMS is that it unifies communications and consolidates data to improve the performance of your teams. An agent can easily pull data from the CRM database and have a full context while talking to customers.
How do you manage phone calls effectively?
You can manage your inbound and outbound calls effectively with a call management system. It is a suite of tools to automate various tasks, from receiving calls to routing them to appropriate agents to tracking agent performance.
- The first step is to find a call management software solution based on your requirements.
- While choosing a CMS for your business, you must look for features like call recording, IVR, tracking, monitoring, routing, dashboards, analytics, etc.
- Once you have purchased the system, integrate it with your CRM, ERP, Helpdesk, and tools.
- The next step is to activate call management features and configure them as per your needs. You can customise IVR menus, select the metrics you want to measure for individual agents or agent groups, establish criteria to route calls, etc.
- Once configured, you can track the analytics and reports on the easy-to-use dashboard.
Manage inbound and outbound calls effectively with a call management system. It offers a full suite of tools to record, track, monitor, and route calls and a gamut of other call management features. The system helps improve the quality of your customer services, lets you track agent performance, and increases customer satisfaction by several notches.