In the hustle and bustle of running a small business, every interaction counts. Call center solutions built for small businesses can give you the competitive edge you need to stand out from the crowd.
Let’s think: What do small businesses have that large corporations don’t?
Take, for instance, The Office. What does Dunder Mifflin have that Staples doesn’t? According to Jim Halpert and Dwight Schrute, it’s the attentiveness and accessibility of the Dunder Mifflin team. In other words, the quality of their customer service makes clients order their paper goods over the corporate competition.
The Office nailed it. Customer service is critical for small businesses. In fact, it can be the difference between a hot IPO and barely keeping the lights on. Research shows that companies can increase sales revenue by 2-7% and profitability by 1-2% by improving customer experience. But when you have a limited budget and a small staff, how do you even begin to compete with the level of service offered by larger organizations?
This is where call center solutions come in. Even in a small business, your customers need a way to get their questions answered fast. They need a place to vent their complaints and offer feedback. Call center solutions provide a way for small businesses to respond to customers. They give you a way to track key data. And they make it possible to provide the level of service customers want without putting too much strain on your pocketbook. Plus, the return is worthwhile.
With a call center solution, your small business can:
- Enhance your customer service
- Increase efficiency and productivity
- Save on costs
- Collect data-driven insights
Let’s dive into the four essential features small businesses should look for in a call center solution.
4 Must-Have Features in a Call Center Solution
1. Simple User Interface and Deployment
A call center solution for small businesses should be easy to deploy and learn. A straightforward user interface simplifies the learning curve for agents. For small businesses with limited resources, easy deployment means faster implementation. And faster implementation means you can start improving customer service in no time.
2. Call Routing
Imagine you ordered a new light fixture for your house. Though most of the hardware arrived as planned, you’re missing one key piece to finish installing it. You call the business with one question: “Can I just have this one piece sent to me without getting an entirely new fixture in the mail?” When you call, you listen through an IVR menu. And, to your surprise, they have an option for hardware and installation inquiries. Within moments, you’re talking with an agent who knows every piece of hardware and can ship the specific piece you need ASAP.
This is the epitome of efficient call routing. The point of an IVR or other call routing technology is to make sure incoming calls go to the most appropriate agent or department. In turn, this reduces call handling times and enhances customer satisfaction. For small businesses, optimizing call routing makes it possible to deliver personalized services. With call routing, you can resolve queries swiftly and make the most of limited resources.
3. Real-Time Analytics
Small businesses may not have the resources to hire a data analyst. And you don’t want to make one of your call center managers dig through spreadsheets just to track KPIs. Call center solutions with real-time analytics empower you to make instant decisions based on up-to-the-minute data.
Use analytics and reports to gather insights into call volume or track agent performance and customer behavior. With better reporting, your call center can make agile adjustments that ensure a responsive and efficient customer experience.
4. Call Monitoring and Recording
Monitoring calls in real-time and accessing recordings after calls is valuable for training agents. Since training and coaching are vital to improving customer experience, small businesses should invest in call center solutions with these features.
With call monitoring and recording, managers can provide immediate feedback to agents. Call recording can also identify areas for improvement or track calls so you can maintain service quality standards.
>>All these features (and more) are available in our b-hive virtual call center. Learn more by checking out our page.
What to Look for in Call Center Solution Vendors
Now that you have a list of key features in your back pocket, it’s time to find a vendor. But finding the right partner for your call center solution can be just as overwhelming as looking through different software offerings. Sure, a brand may offer all the features you need, but is their software scalable? Are they helpful when you have questions?
Here are three things to prioritize when searching for a vendor.
1. High-Touch Customer Service and Training
Let’s be honest: it’s miserable onboarding your team and learning how to navigate new software on your own. That’s why you should look for a vendor who offers excellent, high-touch customer service.
Find a vendor who is involved and provides consistent customer service and comprehensive training. High-touch service ensures a smooth onboarding process and ongoing support. When your partner is involved, you reduce disruptions and maximize the effectiveness of your solution.
2. Affordable and Flexible Pricing Models
Sorry to break it to you, but small businesses aren’t made of money. You can’t waste a dime on features you’ll never use. Find a partner who offers affordable and flexible pricing models while providing access to essential call center functionalities. With flexible pricing, it’s easier to scale. Find a vendor that lets you pay for the features and resources you need as you grow.
3. Multi-Location Support
While you might be small now, the goal is to grow. So, look for a vendor who can grow with you. Invest in a vendor who makes it easy to deploy to multiple locations. This way, you can ensure consistent service and seamless collaboration regardless of geographical boundaries.
The Top 5 Best Call Center Solutions for Small Businesses
To get you started, here are five call center solutions built for small businesses.
Five9 offers small businesses a robust and scalable call center solution. With a comprehensive suite of features, including intelligent routing, predictive dialing, and real-time analytics, Five9 empowers small businesses to deliver exceptional customer service. Plus, it’s easy to install and offers a user-friendly interface for easy onboarding and adoption for agents.
While this feature set makes it a good solution for small businesses, Five9 lacks pricing transparency, making it, at times, a less affordable option.
Talkdesk offers enterprise-level CX applications. This makes it integrate with almost anything. Their omnichannel integration makes it easy to provide a seamless customer experience across channels. And their agent workspaces make it easy to collaborate within your team. Some key features include intelligent routing, call recording, speech analytics, and granular reporting.
Keep in mind that Talkdesk is known for frequent updates, and its occasional glitchiness can slow you down.
Aircall stands out for its exceptional integrations with help desks and CRMs. Their platform helps you deliver consistent and personalized customer service. They offer custom call queuing, IVR, SMS business messaging, shared contacts, warm transfer, and call commenting. But their sometimes clunky app can make adoption and operational efficiency a headache.
Dialpad offers small businesses a versatile solution for their call center needs. With AI-powered tools and omnichannel services, Dialpad makes it easy to collaborate as a team. The platform offers a user-friendly interface, robust features like AI-powered analytics and call routing, and integrations that support scalability.
Dialpad struggles to offer comprehensive call recording and monitoring. And their complex offerings make adoption more difficult for small businesses.
Tailored for small businesses, Broadvoice’s b-hive virtual call center offers a versatile solution to streamline call center operations. It provides scalable and customizable features that accommodate growing businesses while maintaining cost-effectiveness. They focus on flexibility and adaptability, so the platform is intentionally easy to deploy and use.
The b-hive virtual call center platform is an all-in-one call center solution with all the features you could ever want. As a vendor, Broadvoice offers high-touch customer service, multi-location support, and affordability.
>> Ready to empower your small business to deliver efficient, personalized customer service? Schedule a demo with one of our consultants.