Call Center Phone System: Features & Benefits

If You are struggling with managing sales, customer service, and customer support teams that need to respond to a high call volume, efficient call center software solutions can help streamline the workflow smartly and quickly.

VoIP-based call center phone systems have been replacing traditional phone lines because they have a lot more to offer in terms of performance, efficiency, and productibility. These phone systems usually include Automatic Call Distributors, “Interactive Voice Response (or auto-attendant),” desk software integration, computer telephony integration, and more.

Read about how the right call center software can help you scale business, improve customer service, and support employees in daily tasks.

What Is a Call Center Phone System?

A call center software is a means of communication that accepts incoming calls to assist customers or make outbound calls to reach out to clients. There are many kinds of call center systems that are comprised of various channels like telephony, email, social media, SMS, live chat, and instant messaging.

Advanced call management enables contact centers to improve agent performance, measure and analyze the metric data, and monitor overall productivity.

How a Call Center Software Benefits Your Business

By enhancing the workflow so that no caller is left unattended, call center phone systems assist businesses in providing quality customer service and building a sticker customer relationship.

Better Performance of Customer Service Agents

Whether you are a small or medium enterprise, call center phone systems can help reduce the waiting time and improve the speed of service. This, in turn, enhances the company’s credibility.

Clients expect your agents to pick up the phone and handle their issues immediately. However, it often happens that your employees are exhausted from receiving endless calls that do not belong to their department.

The Automatic Call Distribution (ACD) feature, also known as automated call routing, can perform skills-based routing or direct inbound calls based on business hours, technical support level, and other criteria chosen by a caller. This way, the chosen department will immediately be aware of a problem and assist directly.

Your callers can try to fix the issue independently without the agent’s help, thanks to the auto-attendant or IVR systems. This automated system helps route callers to the right destination based on their inquiry. Besides, call forwarding can eliminate missed calls when your agents are away from the office.

Better Performance of Customer Service Agents

A contact center needs people who are dedicated to serving clients any time of the day. However, it is hard to accomplish without some required tools. An advanced VoIP call center software eases the process and helps the agent during the call by utilizing necessary tools or immediately requesting help from a supervisor.

As one of the essential contact center features call queueing directs incoming calls to a particular destination and lets them queue up waiting for an available agent. Instead of putting customers on hold, directing them to voicemail, or playing a busy tone, this option helps lower the call abandonment rates.

Improved Company Image

There is nothing more important than a positive company image. It matters what your employees say about you and how much they are satisfied with your service. The factors that influence an opinion about your company are how quickly a caller can reach an agent and how quickly the problem can be fixed. That is why contact center software is essential for a successful future of a company.

CRM Systems Integration for Better Customer Experience

One customer can call numerous times to get the problem fixed or to ask additional questions. If your company uses a call center phone system with CRM integration, your agents will be able to log every call with the essential description. This way, when the same caller reaches you again, the next agent will be able to understand the context in advance. Moreover, a lot of time is saved when there is no extended explanation needed.

P-Series PBX System – Your Future Call Center Solution

With many contact center solutions on the market, it is hard to decide which one is the most cost-efficient for you and requires less maintenance over time. Yeastar presents the P-Series PBX System, introducing an economical and robust call center solution for small and medium-sized enterprises. It can be deployed on-premise or as a cloud-based solution with all necessary call center capabilities accessed from any internet-enabled computer to add agility and improve agent productivity.

Intuitive Interface

With access to Yeastar P-Series PBX System, you will find everything that you need to provide excellent customer service in one panel. The user interface is quite straightforward and doesn’t have a huge learning curve so you will not face any problems navigating through it. For example, the wallboard is well-organized with useful personalized widgets.

Call Routing

Fast and effective customer service leads to more satisfying customer journeys. Connect your customers to the most appropriate call center agents based on preset rules like date & time, agent’s availability, and the skills or departments needed with caller input. Yeastar P-Series PBX System integrates automatic routing, Interactive Voice Response (IVR), and sophisticated ACD queuing & distribution (ringing) strategies to help you optimize call routing for reduced wait time and drive faster call resolution.

Call Queues & Queue Panel

Like a virtual waiting room, queues allow callers to wait in line for available agents. You can use several queueing options to decide how to route calls. Better yet, the dynamic, streamlined Queue Panel makes it easy to monitor all queue traffic and quickly conduct call operations like transfer, monitor, and parking – with drag & drop or simple clicks.

Performance Monitoring

Yeastar’s call center software is equipped with essential tools to monitor and measure agent performance and call center productivity.

Call Monitoring (Listen, Whisper, Barge-in):

The “Listen” feature allows team leaders to connect to phone calls without informing the agent or the caller about it. The “Whisper” mode lets supervisors or trainers support agents during a call without a caller hearing it (especially helpful for sales teams). The “Barge-in” feature allows team leaders to join the call they are monitoring.

Call Recording:

Yeastar call center phone system supports the call recording feature to record every phone conversation. If you are training a new sales team, these snapshots can become an effective teaching tool. It also helps you review and confirm information to reduce liabilities and comply with regulations.

Wallboard:

Yeastar provides a customizable wallboard to display real-time call center metrics. You can see at a glance the overall queue performance right from the moment and be aware of the service goals. All data are auto-calculated in real-time, daily, weekly, or monthly intervals for your in-depth monitoring, management, and optimization.

Reports and Analytics

With 8 advanced call center reports, you can easily review advanced performance statistics and conduct in-depth analysis. Easily spot issues and opportunities with agent-specific operational metrics, call parameters, and panoramic queue data.

Predefined reports: Agent Call Summary, Queue Performance, Satisfaction Survey, Agent Missed Call Activity, and 4 more.
Targeted analysis based on the custom timeframe, agent, and queue selection.
Downloadable formats for all real-time & historical reports.
Scheduled reports that will run periodically

Channels of Communication

Yeastar P-Series PBX System offers unified communication channels for both customers and employees. Not only can you provide high-quality customer interactions but also keep the whole company engaged together. It is especially useful if you have remote teams. Some of the Yeastar’s call center systems can do are:

Instant Messaging
File Sharing
Conference Calls
Customer Relationship Management (CRM) Integrations
Contacts Management
Presence
Video Conferencing

Yeastar’s call center phone system aims to elevate customer experience but also promotes meaningful teamwork.

Frequently Asked Questions

What is on-site call center software?

We call a call center software “on-site” because all the infrastructure needed is installed within the company that operates it. On-premise call center software offers you full control over business communications. It may be a better choice for businesses that have complex and dynamic requirements since they can modify it as needed.

What is cloud-based call center software?

Cloud contact center software is delivered entirely over the Internet and managed completely off-site by a service provider. It takes very little time to set up and involves fewer hardware resources to manage onsite. If you do not want to pay fully upfront for the complete ownership of the system, a cloud-based phone system can significantly reduce your initial capital expenses and ongoing system maintenance.

Should I go with an on-premise or cloud-based solution?

Both on-premises and cloud-based call center software can be effective and reliable options. They offer different benefits, whereas each system may be a better fit for specific communications requirements. It’s often preferable for large enterprises to buy their own equipment upfront, whereas it’s favored by smaller businesses to pay on a subscription basis.

What else do contact centers need besides a business phone system?

Phone systems are critical to running a call center, but it’s not the only thing to consider. You may also need desk phones or softphones with headsets to assist call answering. In addition, contact center software may also be integrated with 3rd party systems to boost productivity, such as CRM systems, workforce management tools, project management tools, etc.

What’s the difference between inbound and outbound call centers?

Instead of actively making calls, inbound call centers receive and handle calls from current and potential customers. An outbound call center, on the other hand, focuses on making outgoing calls and is more sales-oriented. Both types rely on call center phone systems to deliver customer service and positive customer interactions.

Try Yeastar Call Center Solution for Free

Available as both on-premise and cloud-based solutions, Yeastar’s P-Series PBX System offers integrated call center functionalities for businesses to elevate customer service, improve company image, and reduce costs. It is also an adaptive communications platform that can be tailored according to your business necessities.

If you’re looking for the best call center software with advanced features best-suited for SMEs, check out Yeastar now. Your team will be able to utilize a series of tools to deliver excellent customer service. Start the free trial and find out yourself.