Don’t let a lack of internal resources cause your customer satisfaction to suffer. If your company is having trouble handling all your customer inquiries, you can utilize call center outsource services like call centers. You can also invest in call center outsourcing software solutions based on your business requirements.
Before opting for call center outsourcing solutions, make sure the call center you choose is dependable and experienced in dealing with your customer’s base.
Collaboration with call center outsourcing software providers levels the playing field for start-ups, small businesses, and large corporations.
To assist you in selecting the best call center outsourcing software provider in India, we’ve compiled a list of the best outsourcing software providers in India and some factors to consider when selecting a call centre outsourcing provider.
Let’s get it started.
Five Best Call Centre Outsourcing Software Providers
Aavaz is a one-stop-shop for all your telephony needs, providing users with affordable inbound, outbound, and blended call centre platforms. It is a well-known name in the customer service industry, with decades of experience working with businesses of all sizes.
In addition to the Free PBX system, Aavaz offers a variety of other products and services. It functions as your web-based contact centre and includes various functionality tailored to the individual’s needs.
Popular Features Includes:
- Music on Hold
- Standard SIP Support. No proprietary lock-in
- Multiple Language
- Conference Rooms
- Manage their extensions and voicemail
- Web-based administration
- Easy Configuration
- Agent Monitoring
- Inbound Features
- Outbound Features
- Call Control Features
Five9 is an all-in-one contact center solution that gives customer service representatives the freedom to work from anywhere. It’s fully customizable and designed to meet the needs of companies of all sizes and industries.
The software provider provides a high-quality voice, strong security, and a 99.99 percent uptime rate. Five9 provides call center outsourcing solutions for small businesses to large corporations that are quick, dependable, affordable, and simple to use.
Top Features includes:
- CRM integration
- Open platform APIs
- Call routing
- Omnichannel support
- Global voice
- Self-service tools
- Predictive dialing
For businesses looking for call center software, RingCentral contact center is a great choice. It has over 40 robust features, including intelligence routing, CRM integrations, and workforce management tools, making it an ideal solution for sales and customer service teams.
RingCentral promotes itself as a safe, secure, and dependable call center software provider with a 99.99 percent guaranteed uptime. Administrative and management features such as surveys, call recording, and analytics benefit businesses.
Top Features include:
- Inbound voice support
- Standard IVR and ACD capabilities
- Omnichannel support and integrations
- Advanced IVR and ACD
- Inbound and outbound voice
- Predictive, progressive, and preview dialing
- Campaign management
Freshcaller is a call center software solution provided by Freshworks, a well-known and reputable name in the business solutions industry. Freshcaller is a cloud-based solution that is both straightforward and cutting-edge. It is simple to use for companies of all sizes and levels of technical expertise. Freshcaller has a plan for everyone, from small businesses to large corporations.
Top Features include:
- Unlimited agents
- Conference calling
- Call monitoring
- Routing during non-business hours
- Abandoned call metrics
- Service level monitoring
- Omnichannel routing
- Custom agent status
- Answer bot
- Agent activity reports
- Call recording opt-in
5. Zendesk Talk
Zendesk Talk provides easy-to-use cloud-based customer service software that is accessible from any location and on any device. Your agents will have access to a complete customer history as well as advanced features, including call recording and automatic ticket creation when they use Zendesk Talk.
The software is designed to improve your customer service process by eliminating inefficient tasks, allowing your agents to focus on solutions, conversions, and customers rather than workflow bottlenecks.
Top Features include:
- Inbound and outbound calling
- Custom greetings
- Local and toll-free numbers
- Browser-based calls
- Call forwarding to phones
- Call blocking
- Conference calling
- Group routing
- Call-back from queue
- Inbound and outbound SMS
- Advanced analytics
- Real-time dashboard
- Call recording and call record permissions
Consider the following when selecting the right provider for your company.
When businesses consider hiring a call center outsourcing software provider, the first consideration is cost. Most businesses make decisions based on cost, which is why partnering with the right provider saves them money.
Different providers charge differently depending on the subscription model, but you should also consider the overall value. Think about whether you’re getting a good deal.
When comparing call center outsourcing providers, the services they provide are the next thing to think about. Some companies specialize in inbound services, while others specialize in outbound services, and still, others offer a mix of both. Because no successful business stays static, you’ll want to partner with a provider who can provide both services.
You may want to add new services as your business grows, and you’ll need a provider who can provide you with scalable services and a wide range of services to help you do so.
Location of the Provider:
Consider the location of each call center provider because it will save you a lot of money in the long run. Only a few call center outsourcing software companies have call centers all over the world.
Suppose you want to provide your customers and business with 24/7 customer service. In that case, the best strategy is to follow the sun strategy, which involves choosing a provider with multiple locations in different geographical regions.
When we say track records, we mean requesting case studies from providers. There are many call center outsourcing companies to choose from, some of which are excellent and others less than ideal.
Knowing who they’ve helped, how they handle difficult cases, and other details will save you time, money, and even legal issues in the long run.
An experienced service provider with a long history of working with businesses of all sizes and industries will have the expertise and know-how to address any problems you may encounter.
Access to technology is another common reason why businesses choose call center outsourcing software, providers. It’s not cheap to upgrade your existing infrastructure, and many small businesses can’t afford to do so with limited resources.
You need to reconsider your choice if the call center outsourcing provider you’re considering uses outdated technology or isn’t updated on the latest trends. Choose a provider that utilizes cutting-edge call center technology to help you provide better customer service to your clients.
Even as the world becomes more digital, phone support remains an important part of customer service. Customers prefer to communicate with businesses over the phone, as per the latest study, so having good call center software to support your customers is critical. Call center solutions for small businesses are now possible thanks to modern technology. Contact Free PBX if you’re looking for a dependable yet call center software. The leading provider of contact center solutions will provide a customized call center suite to meet your current and future business needs. Now is the time to contact Aavaz PBX.