Call center database software is used to integrate the information stored in the database, to provide easy accessibility to the call center agents and customers. The software helps in reducing the number of calls directed towards the call center, with the use of alternative channels enabled by the software.
The self-help function allows customers to directly access the database for answers to repetitive questions. This reduces the workload on the agents and allows them to focus on top priority issues, such as handling inquiries that require human interaction. The software uses a knowledge base, built on customer interactions. It provides customers with relevant and timely answers to their queries. The information stored in the database is also used for replying to customer queries via e-mail, live chat and phone calls.
The e-mail response management component of the software is designed with sophisticated workflow processes that enable agents to provide fast and effective response to customer queries. It scans incoming queries and suggests automatic replies for the common ones. It allows automatic routing of multiple channel queries, based on agent skill sets, customer history and agent availability. It captures every transaction of a customer, to create a detailed customer profile.
Recent sourcesIt helps in generating survey questionnaires based on customer profile, used to monitor and track customer satisfaction levels, get feedback on new product designs and learn about customer preferences and buying habits. The software enables on demand and closed incident surveys, web survey links, custom mailing lists as well as complete survey-tracking administration, including survey workflow notification and response scoring.
The use of call center database software has increased over the years, due to an increase in call traffic in call centers across the country. Research has shown that the level of customer satisfaction increases dramatically, after installing the database software.
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