OMICall: Unified multi-channel customer service call center software.

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Call center software is not a new concept for businesses today. However, maximizing the power of a Contact Center across multiple channels is not simple.

What harm does ineffective call center software cause to businesses?

To succeed in business, companies need to put their customers at the center. Customer care and support must be done seriously, meticulously, and as quickly as possible. However, doing this well with a sluggish call center is extremely difficult. Many businesses are facing perennial problems such as:

Inability to support all customers during peak hours

Loss of customer care data

Customer complaints about cumbersome customer care processes

Customer service staff constantly switching channels when working with customers on multiple channels such as SMS, Zalo, Email, Viber, causing wasted time and inefficiency.

How Have Customers Been Driving Away From Your Business?

In today’s rapidly developing technological era, companies are constantly equipping themselves with cutting-edge “weapons” to attract customers. As a result, customers feel increasingly important and prioritized. They are ready to leave, choosing another destination that offers the best experience. There are many reasons for dissatisfaction, and a large portion of them stem from customer service. It’s your own customer service staff who are driving your customers away. You heard that right, your own employees are doing it:

Under work pressure, employees sometimes exhibit inappropriate behavior towards customers.

Employees quit and take all your customer data to competitors.

Data is distributed haphazardly and unsystematically, making it impossible to track which customers need to be called back, and your employees overlook this.

All of these problems arise because your call center software doesn’t help reduce employee workload or help you manage your customer service department effectively.

What kind of call center solution does a business need to provide the best customer service?

A professional call center software needs to meet the management needs of the business owner, provide support for customer service staff, and automate the support process. Additionally, you need to consider the scalability and growth rate of the business. Changes in scale will require different expansion methods and costs for each call center system.

The Omnichannel Customer Service Trend

Unlike traditional customer support processes, the Omnichannel call center model allows Sales/Telesales staff to serve customers across multiple channels within the same system. To avoid missing any customers on any channel, implementing omnichannel call center software is essential.

The Smart Call Center Trend

Today’s call center software can handle multiple tasks simultaneously, such as intelligent call routing, ticketing, video calls, IVR, real-time reporting, etc. The smarter a contact center is, the more advantages it brings to businesses in building relationships with customers.

Features of OMICall multi-channel call center software

Dashboard feature for real-time reporting

No need to wait until the end of the day to view call quality statistics. OMICall’s intelligent call center software supports reporting at any time, helping business owners understand employee performance. It also helps employees adjust their customer service methods, benefiting the business…

Automatic Call Distribution

During peak hours when call density increases, contact centers need to meet customer needs, minimizing waiting times and cumbersome call forwarding processes. ACD (Automatic Call Distribution) means automatic call distribution. This feature supports setting up appropriate ringing scenarios for call center agents. In addition, combining it with IVR scenarios will direct customers to the correct agent for support.

Advantages of ACD

Handles a large volume of customer calls in a day.

There are many call center operators with different areas of expertise.

Calls are properly allocated to different branches of the business.

Call center software integrated with CRM.

For an effective customer service process, we need to understand our customers. CRM software helps us analyze and assess customer needs in the most detailed way. A traditional call center cannot do that. Fortunately, with smart call centers, integrating CRM/ERP software is easier than ever. Besides supporting the customer service process, CRM also helps you evaluate data, thereby creating more effective marketing/remarketing campaigns for your business.

CRM integrated with a virtual call center software can increase customer data management efficiency by up to 99.9%. On average, each employee will save approximately 32 minutes of calls per day. Employees manage calls better and improve remote workflows. This leads to increased productivity, optimized time, and increased employee and customer satisfaction. The data obtained helps improve products/services or focus more deeply on marketing activities.

Furthermore, a virtual call center integrated with CRM is highly scalable. It offers different plans for companies at every stage of their business. Instead of paying for features you don’t need, you can choose a basic package and gradually add features. Or upgrade to a higher level as your business needs increase and your company grows.

Free internal calls

Imagine your monthly bill increasing by more than 20% just because of internal calls. That’s terrible; however, a virtual call center uses VoIP and cloud computing technology, so those calls are completely free. Especially, calls between different branches will not be charged.

Multi-channel customer care on a single interface

Customer service/Telesales staff face a lot of pressure from customers, so they need to be highly focused when communicating. Constantly switching between communication channels such as Messenger, Zalo, Viber, and phone calls significantly reduces their focus and work efficiency. OMICall multi-channel call center software helps Telesales/Customer Service staff consolidate all popular communication channels (voice calls, video calls, chat, email, SMS, Facebook, Zalo) into a single interface, allowing staff to interact with and handle all customer feedback on a single platform.

Call Forwarding to Personal Devices

You can’t always be on the desk or call center. In certain situations requiring you to be out, the Call Forwarding feature will forward calls to your personal phone. The COVID-19 pandemic demonstrated how essential this feature is for contact centers. Even working from home, customer service processes can still run smoothly.

Conditions for call forwarding:

Always forward

When the landline is busy

No one answers

Rings for a specified period of time; if no one answers, the call will be forwarded

Call forwarding methods:

Transfer to a personal phone

Transfer to another line

Ticket and Push Notifications

Tickets – Request Forms – are where relevant information requiring resolution is recorded. Tickets are typically used for inter-departmental tasks. Departments create tickets and forward related tasks to other departments for processing.

The OMICall intelligent call center software supports tickets, allowing telesales staff to better note and record customer information. This enables personalized support during customer service. Furthermore, these notes are color-coded with different priority levels, ensuring priority for each task. Push notifications from tickets are displayed on the screen to remind call center staff to prioritize urgent tasks.

Benefits of the OMICall multi-channel call center software for businesses:

Cost savings for businesses

On average, a business in Vietnam spends between 10 and 300 million VND to install a complete traditional call center system. This is a relatively high cost, especially for small and medium-sized enterprises (SMEs) and startups. With a virtual call center, you can purchase a basic service package for as little as 350,000 VND.

The OMICall smart call center utilizes cloud computing technology. All data is stored on virtual servers, making call center setup incredibly simple and eliminating the need for bulky physical servers. Businesses implementing a virtual call center save over 60% compared to traditional call centers. Thanks to its streamlined installation and the elimination of the need for a dedicated maintenance team, OMICall helps businesses save a significant amount of money.

Improved Customer Service Quality

A seemingly simple feature that greatly contributes to improving customer support quality is call recording. The OMICall call center software supports call scoring; calls of poor quality will be flagged. Managers or business owners can listen to those calls to develop appropriate solutions.

Besides improving call quality for existing employees, the recordings also serve as training materials for new employees. This optimizes the workflow when new employees take on new tasks.

Improved work efficiency

Customers want their issues resolved quickly and accurately. This is where IVR (Call Forwarding) comes into play. Through pre-set scenarios, users can independently navigate to the relevant department to get their questions answered. This saves the cumbersome time spent waiting for transfers/callbacks typical of traditional telephone networks.

Personalized customer experience

Every business strives to create a closer connection with its customers, and good call center software must meet this need. To better understand customers, the OMICall smart call center integrates AI to analyze and evaluate calls. Customer data is generated in detailed reports for each individual.

When a customer calls, the telesales representative will greet them by name displayed on the screen along with information from their previous interaction. This allows for personalized customer service tailored to each specific customer.

Smart call center software – the solution to digital transformation.

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The Covid-19 pandemic has accelerated and intensified the digital transformation process in Vietnam. Furthermore, the pandemic has helped the government, agencies, businesses, consumers, and the general public realize that digital transformation is no longer just a slogan but a necessity dictated by market forces.

Many businesses using traditional customer service call centers struggled during lockdowns. It was impossible to install physical servers at each employee’s home. In contrast to this inadequacy, businesses using virtual call center software can utilize it for remote work. All communication with customers remains seamless, employees can work from home, and business owners can manage performance from anywhere. This leads to greater customer satisfaction and trust in the businesses they support. If digital transformation is a question, then a virtual call center is part of the solution for any business.

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

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