Inbound Call Centre Software

FAQs

What channels do you support?

We support outbound voice, inbound voice, web chat, Email, SMS, WhatsApp and Facebook Messenger.

Is it one sign in or multiple for the team members?

It is one single sign-on for the team members. All information is available on one screen.

Can your call centre software handle international calls?

Yes, we work with the best telcos to provide international dialling rates. This is part of our package offering.

What features should I look for in call centre software?

If you’re looking to upgrade your call centre software, it’s important to look for a platform that provides IVR. This technology allows automated interactions with callers through voice prompts and touch-tone keypad entries.

These systems typically provide:

• Call routing: IVR systems can route incoming calls to the appropriate department or agent based on caller input or predefined rules.
• Menu prompts: IVR systems guide callers through a series of menu options using pre-recorded voice prompts, allowing them to select the desired service or department.
• Integration with databases: IVR software can integrate with databases or CRM systems to receive customer information and provide personalised service based on caller data.
• Multilingual support: IVR systems often support multiple languages, allowing businesses to serve different customer bases effectively.
• Call queuing: IVR software can manage call queues during high call volumes, providing callers with estimated wait times or offering callbacks when agents become available.

MaxContact offers a drag-and-drop IVR designer that simplifies your call flows. The feature-rich designer allows you to quickly design, test and deploy inbound call strategies that will improve the customer journey.

Are there any cons of inbound call centre software?

Inbound call centre software offers a range of benefits, but there are also some potential drawbacks your business may encounter – especially if the software you choose doesn’t fit your needs or isn’t properly implemented.

Common challenges include:

• Initial Setup and Integration. Implementing inbound call centre software may require significant upfront investment of time and resources to get them up and running.
• Learning Curve. Adopting new software often entails a learning curve for agents and staff members who need to familiarise themselves with the system.
• Customisation and Scalability. Some inbound call centre software solutions may have limitations in terms of customisation and scalability, especially if your business has unique requirements.
• Maintenance and Support. Like any software solution, inbound call centre software requires ongoing maintenance, updates, and technical support.
• Customer Experience. While inbound call centre software can enhance efficiency and simplify operations, there is a risk of detracting from the overall customer experience if not implemented correctly.

At MaxContact, we can help you face these challenges by offering the support you need when using an inbound call centre, including CRM integration, user-friendly tools and ongoing support. This way, the risk of detracting from customer experience is kept to a minimum.

Which industries benefit from call centre software?

Call centre software is a powerful tool for any business that handles a large volume of inbound or outbound calls. This includes not-for-profit organisations, financial institutions, debt collection agencies and retail businesses. 

For the best results, however, it’s imperative that you work with a call centre software provider that understands the specific demands of your industry. Here at MaxContact, our software isn’t just fully customisable to fit your needs – we also offer tailored solutions for industries that require specialist solutions.

Is training necessary to use call centre software?

Yes, training is important if you want to get the most out of your call centre software. This is especially true if you choose software with advanced capabilities such as predictive diallers and IVR automation.

However, this can be simplified by choosing user-friendly and customisable call centre software. MaxContact offers a single sign-on and intuitive dashboards to help your agents navigate the system with ease, while our workforce management tools ensure you have the correct number of users with relevant skill sets.