Shopify Ecosystem

How To Choose The Best Call Management Software: Everything You Need To Know

how-to-choose-the-best-call-management-software:-everything-you-need-to-know

Using call management software is an easy way to streamline efficiencies in your business and elevate the customer experience. By relying on a business call management system to facilitate call routing, tracking, analysis, and processing, employees can spend more time focusing on the customer.

This article will define call management software; explain the benefits of inbound call management solutions; highlight features for small, medium, and enterprise-level businesses; and provide you with the information you need to make the best decision for your business.

What is call management software?

Call management refers to the systems or processes that businesses use to handle incoming calls. Often, companies will rely on a call management system within a call center.

Call management software is often used by call centers to route, track, process, and analyze incoming calls. It’s the technical alternative to doing everything manually and it’s a great way to save time and optimize processes.

Inbound call management software solutions use a series of parameters and rules to route calls. Keep reading to learn what each function of call management software does and why these functions are essential.

Routing

Effective routing leads to satisfying conversations. With Aircall, finding the perfect call routing solution for your business is easy. Some potential solutions include:

  • Time-based routing: Automatically align your calls and your calendars. This routing method allows each of your teammates to define when they’re available to take calls or manually toggle their presence on/off. Fewer calls go unanswered when everyone’s availability is clear, accountable, and aligned with routing rules.
  • Skills-based routing: Directs calls to the employee best suited to help the customer. This ensures that the right person is connected with the customer every time.
  • Round-robin routing: Distributes calls equally among agents so there’s an equal opportunity to get leads.

When deciding how to set up call routing for your business, consider creating routing rules based on fit, availability, or other variables important to your business.

Tracking

Unique phone numbers are created for different aspects of your business marketing efforts. When customers call your business, the number they call from is logged and tallied against the rest of the sources to see which is most effective.

Processing & analysis

Call management software compiles the raw data you receive each day. Phone numbers, call duration, call location, and more information per caller are categorized and examined.

After the data has been compiled, it can be reviewed to gain a better understanding of the effectiveness of your marketing channels, which agents convert more leads, and areas where interested customers live.

What are the benefits of tracking business calls?

A few benefits of using call management software include:

  • No lost or abandoned calls: Effective call routing and data storage ensure that even dropped calls get quickly returned and make for better customer service.
  • Performance analytics: Agents can review their customer interactions and managers can spot areas for improvement.
  • Improved customer service: Customizing your business’ call routing plans allows the right agents to handle customer queries and reduces the workload on administrative and operational staff.
  • Lower costs: Call management software increases your efficiency and minimizes the need for large teams.

What are the key features of call management software?

When deciding on the right call management software for your business, look for top features that align with your specific needs.

Below, we’ll break down the necessary features for different types of business functions and teams.

Basic call management software features

These features are ideal for businesses looking for basic call management software:

  • Business hours: Set customized schedules to confirm when each of your numbers is available to receive calls.
  • Voicemail: Record, upload, or write the script for a customized message to greet callers when you’re away.
  • Call routing: Direct calls to the correct teammates every time by customizing distribution and ring rules.
  • Interactive voice response (IVR): Set up a smart IVR directory that automatically guides callers to the correct team on their first try.
  • Extensions: Assign everyone on the team a personalized three-digit extension their colleagues can quickly dial.
  • Blocklist numbers: Eliminate spam callers and bots so you can focus more on the conversations your business cares about.

Call management solutions without these basic features will most likely not be the right fit for your company, regardless of size.

Call center software features

These features are ideal for businesses looking to use their call management software in tandem with a call center:

Real-time modifications. Toggle your system settings at any time, including adding new numbers or users in a single click.

  • Call queuing: Give inbound callers the option to remain in queue until one of your agents is available to talk.
  • Ring groups: Route calls to teams grouped by location, language, skill, or any other trait you’d like.
  • Parallel calls: Put your current conversation on hold and simultaneously start a separate call with a third party.
  • Unlimited concurrent calls: Take or place as many calls as you would like—simultaneously—on the same phone number.
  • Queue callback: Give callers the power to opt out of a waiting line and receive your outbound reply at a later time.
  • Time-based routing: Set team and/or individual working hours to assure calls are routed only to available employees.
  • Call recording: Review call recordings to help confirm details, monitor quality, and guide training sessions.
  • Pause-resume recording: Keep your callers’ sensitive information secure by temporarily pausing call recording as needed.

Collaborative features

These features are ideal for teams that need to collaborate frequently:

  • Shared contacts: Create and share selected contacts with your team so everyone can follow the conversation.
  • Warm transfer: Give your teammates the option to quickly speak to one another before transferring a live call.
  • Shared call inbox: Get a complete perspective of calls that require a follow-up and archive old assignments as you go.
  • Call commenting & assignment: Assign a call to a teammate, leave them an explanatory comment, and the call will pop up on their to-do list.

Productivity features

These features help increase productivity:

  • Desktop notifications: Get incoming call alerts sent to your screen and start the conversation by clicking the banner.
  • Ring on speakers: Reduce your missed call rate by ensuring all inbound calls ring loud and clear in your workspace.
  • Click to dial: Save minutes every day by launching calls in the Aircall app with a single click.
  • Forward-to-phone: Stay in touch even when your office is out of reach by forwarding calls to your mobile device.
  • Custom filters: Search and sort through categorized calls to find the exact conversation you’re looking for.
  • Call tags & disposition codes: Tag calls to give your team all the context it needs for smart decisions and smooth follow-ups.
  • After-call work: After a call, give your team the time to tag, assign, and prepare for the next conversation.
  • Power dialer: Make calls in rapid succession with a powerful sales dialer that automatically adds numbers from any webpage.
  • CRM integrations: Make sure you can integrate with your CRM and help desk tools to keep all conversations connected.

Why does your business need call management software?

Call management software benefits businesses of all sizes, whether your company is small, scaling, or enterprise-level.

Call management software greatly improves the organization, efficiency, and productivity of customer support and sales teams that deal with large numbers of customers.

Virtual call management software like Aircall’s allows teams to work entirely online and remote without hardware, but it also has many advantages for office-based operations.

Whether you’re looking for small business call management or are a larger business, call management software pays off.

By investing in call management software, businesses of all sizes can save costs (like needing less personnel and increasing workflow efficiency), improve customer relations, and enjoy global reach.

How to manage business calls on your mobile device

Most call management software offers an app experience for your mobile device.

The Aircall call center app brings the familiar user experience of our desktop application to life on iPhone and Android screens. As a result, there’s no need to sacrifice efficiency when you’re on the go.

Our mobile business phone app packs all the powerful Aircall features our users love into a device that fits in your pocket. Take notes and tag calls, record important conversations, and log all the data you need into your CRM and help desk.

Aircall’s cost-effective call management solution is a cloud-based VoIP service that unifies business communications. It also integrates with other software for business applications to offer unprecedented versatility and flexibility.

Ready to try our business phone app? Schedule a demo today.

Special thanks to our friends at Aircall for their insights on this topic.
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