What is a call management system and How do you manage calls?

June 25, 2022

In this modern era, businesses offer multiple channels to their customers so that they can get help in the need of the hour. But if you ask customers to pick only one channel, most of them will choose the telephone. Human touch is the primary reason why they prefer voice support. Owing to the very same reason, companies get a lot of calls in a day. They try their level best to handle calls properly and reduce the call abandonment rate as much as possible. This is where the significance of the call management system increases.

What is a call management system?

A call management system (CMS), aka call management software, helps businesses manage the call volume. It plays a vital role in handling calls because it routes them according to some predefined parameters. It appears as a helping hand during peak hours because it not only keeps the call abandonment rate in check but also empowers brand representatives with high-quality features to make sure that every call ends on a positive note.

How should you manage calls?

Yes, call handling is a challenging task, but it is not an impossible one. Here are a few ideas that you can implement to take your game to the next level:

- Invest in auto dialers

Auto diallers can make outbound call management painless for you, and the major benefit of using an auto dialler is it eliminates manual errors. No business owner should take the impact of manual errors for granted because they kill a lot of precious time and make a big dent as far as agents’ productivity is concerned.

Since manual dialling dwindles the percentage of successful calls/day, companies struggle to achieve their objectives associated with outbound calling. With an auto dialler, this problem can be wiped out for good because it automatically places calls with high precision and makes every minute count.

Use the IVR technology

IVR technology has always been considered the best inbound call centre management software because it helps to increase customer experience and build a strong brand image. It can do wonders for your business as well.

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Well, whenever customers place a call to connect with a brand regarding product/service-related issues, they expect a quick response from the other end. However, when this doesn’t happen, they put the phone down in frustration. Therefore, it is imperative to ensure a low response time. In this, the IVR system can help you.

It transfers each caller to the right department so that customers can get satisfactory solutions in one go. It even allows callers to fix generic issues on their own by explaining the solution through an automated voice. As a positive result, the CSAT score soars and puts your business in a pole position.

Leverage the missed call alert service

Another way to make call management effortless is to get a missed call alert service from a reputed vendor like Knowlarity. It can make your life super easy because there’s a high possibility you will see a significant drop in your average call volume.

Through this service, you can offer a USSD (Unstructured Supplementary Service Data) menu whenever customers make a missed call. With the help of a USSD menu, customers will be able to resolve basic issues without having a word with your voice support agents. In case they fail to resolve issues using USSD menu options, they can request a call-back by choosing the right option. It helps you keep your customers satisfied and allows you to gain an upper hand over your competitors.

Call management can be a headache if you don't use the right tools and strategies. It can put your business’s integrity at risk and break customer relationships once and for all. With the help of this blog, I have tried to share some effective ideas. But it would be great if you get call management services from an expert like Knowlarity.

Written By:  Manna Khare


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