Top Call Routing Software Features Consulting Firms Should Look For

Posted In | CRM | Help Desk | Consulting Firms | Calling Solution

In the fast-paced world of consulting firms, having efficient communication strategies is key for success. Among the many ways to enhance this is through the use of call routing software. However, not all software is created equal. To help you make the right choice, here are the top features you should look for in call routing software.

 

1. Intelligent Call Routing

Intelligent call routing is an essential feature that ensures calls are directed to the right people at the right time. This feature employs algorithms to make intelligent decisions, like considering the skills of the available agents, their availability, and the nature of the customer's query before routing the call.

 

2. Multi-Channel Support

Modern customers communicate through various channels such as voice, email, chat, and social media. Therefore, your chosen software should be capable of integrating with these various channels to provide a seamless customer experience.

 

3. Real-Time Reporting and Analytics

Real-time reporting and analytics are critical for tracking and improving your team's performance. It helps in understanding call volumes, call resolution times, agent performance, and customer satisfaction levels, among other things.

 

4. CRM Integration

Customer Relationship Management (CRM) integration is critical for a comprehensive view of customer interactions. With CRM integration, agents will have access to the customer's history, enabling them to provide personalized service.

 

5. Scalability

Scalability is another significant factor to consider. Your chosen software should be able to grow with your business. Therefore, look for a solution that can comfortably handle an increased volume of calls and can be upgraded or expanded as needed.

 

6. Interactive Voice Response (IVR)

IVR is a feature that allows customers to interact with a company’s host system via a telephone keypad or by speech recognition. This feature can help in guiding customers to the right department or individual without the need for a live agent.

 

7. Call Recording

Call recording is crucial for quality assurance, training, and legal compliance. It allows supervisors to review calls for performance, train new agents, and ensure that all conversations comply with industry regulations.

 

8. Skills-Based Routing

Skills-based routing is a feature that routes calls to the most suitable agent based on their skills and expertise, thereby improving customer satisfaction and reducing call handling time.

 

Selecting call routing software with the right features is essential for enhancing communication within your consulting firm. By considering the features discussed above, you can ensure that you choose software that not only meets your current needs but also anticipates future challenges and opportunities.