OPUS IT Malaysia

OPUS IT Malaysia

Contact Centre

7 Best Call Centre Software 2022

Call Centre Software can make or break your business. This is what you should look for when looking for a contact center solution, along with a list of the best call center software you can find in 2022.

This is 7 Best Call Centre Software 2022

1. Zendesk call centre

Entry Level Price: $19 per agent/month billed annually

Zendesk call center software is embedded in the Zendesk ticketing system for a seamless customer experience. Zendesk helps expanding teams resolve issues faster while simultaneously measuring and improving phone support operations.

With Zendesk, your team will deliver a better customer experience across channels.

2. Talkdesk

Entry Level Price: $75 per agent/month

Talkdesk® is a global cloud contact center leader for customer-obsessed companies. They believe that better customer experiences start with AI. Talkdesk automation-first customer experience solutions optimize our customers’ most critical customer service processes. Speed of innovation, deep vertical expertise, and global footprint reflect our commitment to ensuring that businesses everywhere can deliver better customer experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes.

3. Aircall Virtual call centre

Entry Level Price: $30 per user/month billed annually

Aircall Virtual call center allows you to have the flexibility to remove and add numbers according to your needs. Your billing will reflect your exact activity in terms of numbers, users and time. Teammates working on-the-go can use the mobile app, while those in the office can use the computer app. With Aircall’s unified dashboard you have a comprehensive overview of your team’s activity and productivity.

4. Genesys Call Centre Software

Entry Level Price: $75 per agent/month

Genesys Call Centre Software creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Provide exceptional experiences for employees and customers and reap the benefits of speedy deployments, reduced complexity and simple administration — transforming your contact center into an experience center.

5. CloudTalk

Entry Level Price: $25 per user/month billed annually

CloudTalk is a remote-ready cloud call centre software for sales and customer support teams. Aside from providing top of the range call quality and a modern solution, our unique selling point is the ability to easily integrate with leading CRMs and helpdesks, giving customer service agents and sales people better visibility of their customer or prospect base. On top of this, we have a feature stack consisting of drag & drop workflow automations, multistep call flow builders and smart dialing functionality, which automate and simplify a large part of our customers’ workflows, saving on average 2-3 minutes per call.

6. CallRail

Entry Level Price: $45

CallRail is a phone call tracking and analytics platform that helps businesses understand which marketing campaigns are delivering valuable phone call conversions.

7. Five9

Five9 is the leading global provider of on-demand call centre software for telesales, telemarketing, customer service, help desks and order processing.

Which Virtual Call CentreSoftware Will You Choose?

As you can see, all the call center software options out there are nothing short of bad. Many of them offer free trials, so you can take them for a trial to make sure they are a good fit for your business. with the right contact center solutions, your call center will be ready for growth and happy customers

Call Centre in Malaysia

Are you looking for call centre in Malaysia?

Let us help you to improve your customer service. we have excelled in our Contact Centre Services where our team garnered awards at the Call Centre Association of Malaysia (CCAM) award Ceremony

Get a Call Centre Quotations in Malaysia

Benefit of Call Centre in Malaysia

  • Acquire great communication skills
  • best customer experience
  • fluent in English
  • Good Listener
  • Patience
  • Fast Response

Read More

Contact Centre is Important!! Why?

“Contact Centre is Important!!”

In this highly competitive market, brands are constantly competing for customer loyalty, the role of the Contact Centre is becoming increasingly prominent, and solutions for how to deliver effective customer service are emerging.

Contact Centre is not always considered glamorous, but one cannot ignore how important and effective it is in providing and delivering an efficient contact center for brands

Why Contact Centre

Contact Centre is ...

Contact Centre is often the central point from which all customer interactions can be managed in a business, this service is not the same as Call Centre. Contact Centre provides more services such as live chat, call recording, email, automated and interactive voice responses, and social media.

Customer-facing teams use contact centre software as a single platform to handle complaints coming from all communication channels.

Contact Centers are becoming increasingly important, as customers increasingly expect organizations to provide a variety of channels, not just over the phone. Contact Centers take an omnichannel approach, enabling them to improve customer service, increase efficiency and increase insight into customer behavior and needs to create a better customer experience so as to create loyalty to your organization or company through a good contact center.

You can read more about the benefit, differences, and applications of the company in the following article “Contact Centre: Definition, Benefits and Application in the Company”

3 Reasons Why Contact Centre are Important for Your Company?

Despite the rise of digital service and support channels, its continue to be integral to companies worldwide. Why?

  1. Almost 75% of customers prefer voice communication or via a phone call, over any other customer service channel.
  2. 73% of customers “fall in love” with a company because of experiences with friendly customer service representatives.
  3. Over 82% of customers have taken their business elsewhere after a poor customer service experience.

Contact centre are extensions of your brand and present more opportunities to interact and attract loyal customers.

Customers will tell other people about good customer service experiences. Now that’s word-of-mouth marketing if I’ve ever heard it. Nothing quite replaces chatting with a human, especially when you have a pressing issue.

As helpful as live chats, knowledge base articles, and forums can be, offering your customers the option to talk live with an expert can make the difference between a sporadic customer and a loyal one.

Source: HubSpot

Successful contact centres can also support your business’s

contact-centre-austin-distel-uLnmmE8Y0E4-unsplash

It’s very useful for a company, because along with the times, more and more communication media can be used. With this service, a customer can easily contact your company if there are questions or problems that need to be resolved.

Conclusion

Why is contact centre so important? In most cases, it’s because the contact centre is your first contact with the customer. Customers can buy products from your store, and you don’t have to interact with them. They may visit your website and decide to buy without ever talking to customer service.

They may have a great customer experience if the transaction is smooth and easy to complete, but are you really providing great customer service?

It’s becomes very important when it is one of the contacts your customers have with your customer service, therefore it is necessary to use a good contact centre, which can greet them and make the customer experience better.

Other Article

Malaysia IT Support: Call/Contact Centre Differences

This article will discuss the differences between a contact center and a call center in a company such as Malaysia IT Support, in working on, managing and resolving every question and problem from customers.

What is a call center?

businesswoman-call-center-office

The call center functions as a medium of information for customers to provide the information they need. For example, when a company launches its newest product, customers can search for product information through the call center.

With a call center, the company knows what customer needs are so that they can provide better service. The call center is also used for telemarketing, telephone client and debt collection.

Most Companies, such as Malaysia IT Support, usually encourage agents to complete calls faster and answer more calls per day to save time and costs.

What is a contact center?

Contact Centre IT Support Company

The Contact Center is the central point from which all customer interactions can be managed in a business, this service is not the same as a Call Center. The Contact Center provides more services such as live chat, call recording, email, automated and interactive voice responses, and social media.
The customer-facing team uses the contact center software as a single platform to handle complaints that come from all communication channels.

What is an IT Support Company?

group-diverse-people-having-business-meeting

An IT Support company is a company that offers IT services or services to customers, similar to companies in general only offering IT services, Examples of IT Support companies such as Hosting services, Cisco (Networking), Web Design, IT security, and others.
In a country, IT Support Companies in Malaysia (Malaysia IT Support) also offer many IT Support services also Call Centre Support Services in many fields, with IT Support, companies will find it easier to manage their work, faster, more efficiently, and regularly.

Here, we summarize the 5 main differences between Call center vs contact center.

By Communication channel

Call Centre only focuses on telephone lines to communicate, interact with customers or consumers directly. Meanwhile, the Contact Centre does not only use telephone lines but can also use media such as email, live chat, chat bots and social media.

Complaint queue management requests

Call Centre requires a solution to manage incoming conversations, this is because all conversations are only through telephone lines.
Unlike the Contact Centre, because a company needs to provide services from many channels, it needs a tool or application that can handle all conversations or is Omni-channel.

Procedures that require self service

Call Centre, a customer must wait for their complaint to be received and resolved by the Call Centre agent.
With the Contact Centre, customers are given more choices, customers are given several options to submit their complaints based on the channels provided by the company’s Contact Centre. With this customer can analyse

Automatic Ticket Pickup and Routing

The Contact Centre uses an automated system to route the complaint ticket to the right agent, this is based on keywords, customer history and agent skills based on complaints. By routing tickets, Contact Centre reduces turnaround time for customers.
While the Call Centre, the ticket collection system or determining the route has not been implemented, the Call Centre only focuses on resolving complaints per incoming call.

Information about problems experienced by customers

Call Centre utilizes incoming telephone calls as the only means of communication, gathering information related to customer problems can only be viewed based on incoming calls.
While the Contact Centre has been integrated with the help of software or applications from various channels, the Agent can maximize every task he gets.

What are the Benefits of a Contact Center for an IT Support Company / Malaysia IT Support?

Not only companies that need a contact center, IT Support Malaysia or other companies also need a contact center in their daily work, here are the benefits:
1. Providing information services about company services or services that are asked by customers, the contact center division must master the services offered by the IT Support company.
2. Answering and providing solutions to complaints or problems experienced by customers after using the services of an IT Support company, every complaint received needs to be analyzed and categorized before being given the right division.
3. Increase sales of company services or services as well as a reflection of the company, therefore the contact center division must have a friendly, patient and good listener nature.

Conclusion

With a contact center, customer service can do more than just answer incoming calls from customers. The contact center can reach out to paying attention to customer behavior and can answer questions that are often asked by customers even before the question goes to the agent.

Even though this can be done by the call center, it cannot run as easily as the contact center. The contact center gives customers the freedom to choose the most convenient way they want to stay in touch with the company.

We are is the best contact center company in malaysia by utilizing applications that have been developed and have been made in such a way as to be Omni-channel with features and automation that can make it easier for the company team to manage the data received.

OPUS IT Malaysia - Customer Support Centre Outsourcing

Need Contact Centre Service?

Contact us

Contact Centre: Definition, Benefits and Application in the Company

This article will discuss the importance of a contact centre in a company in working on, organizing and solving any questions and problems from customers.

Table of Content

1. Benefits and Definitions Contact Centre

     1.1. Introduction

     1.2. What, Benefits, Stages and Differences?

          1.2.1. What is a Contact Centre?

          1.2.2. Benefits of a Contact Centre?

          1.2.3. Stages of Contact Centre Status

1.2.4. What is the Difference Between a Contact Centre and a Call Centre?

1.3 Why Running a Contact Centre in 2021 is Important

2. Types of Contact Centres and Companies

     2.1. Companies That Need a Contact Centre

          2.1.1. IT Support

     2.2. Types of Calls/Contact Centre Cases?

3. Qualities of Contact Centre Personnel

     3.1. Actors Involved in the Contact Centre

     3.2. The Five Important Activities Performed by Contact Centre Team

     3.3. What Qualities do Contact Centre Staff/Persecutor Need to Have?

4. Important Features of Contact Centre Software

     4.1. Must-have Features of Contact Centre App

     4.2. Omni-Channel Application or Software to Facilitate Contact Centre

5. Conclusion

6. Article Source

7. Other Article

1. Benefits and Definitions Contact Centre

1.1 Introduction

You must have often heard the word “Contact Centre”, when you experience problems in conducting transactions or activities with the company, then you will contact this service to find answers and solutions to your problems, but what exactly is a contact centre and what are the details? tasks, and their importance to the company.

1.2 What, Benefits, Stages and Differences?

1.2.1. What is a Contact Centre?

Contact Centre is often the central point from which all customer interactions can be managed in a business, this service is not the same as Call Centre. Contact Centre provides more services such as live chat, call recording, email, automated and interactive voice responses, and social media.
Customer-facing teams use contact centre software as a single platform to handle complaints coming from all communication channels.

1.2.2. Benefits of a Contact Centre?

Benefits of the Contact Centre for companies

  • Provide information services related to the company’s products / services needed by customers, company contact centre must master the services and products offered by the company to customers or called product knowledge.
  • As an extension of the company to provide services to customers, become a company that is well known by customers, the contact centre is able to provide considerable benefits for the company
  • Listen to and resolve complaints or problems experienced by customers after using the company’s products. One of the Contact Centre services provided by the company is to address any problems or complaints submitted by customers. After sales activities require this service to be a mediator and solution provider for customers.
  • Increasing product sales, the Company uses this service in sales and marketing activities. This serves to contact potential customers and introduce or offer company products with the aim of increasing sales.
  • Companies to reach customers in large numbers, relying on the contact centre the company can reach a wider range of customers.
  • Being efficient for companies in serving customers, sometimes companies use a contact centre in the form of a system that is designed in such a way that it can meet consumer needs related to company products.

Benefits of Contact Centre for Customers or Consumers

  • Get information about products or services from the company: Sometimes customers are still confused about how to use or function a part of the product or service they purchased. So this is where the benefits of the Contact Centre are, namely providing information, and providing explanations about the products or services that customers need
  • Submitting questions, complaints, criticisms and suggestions to the company: Contact Centre is useful for consumers who will provide criticism or suggestions to companies related to products.
  • Make transactions more effectively and efficiently: Some businesses or companies use this service to serve the process of selling or buying products or services

OPUS IT Malaysia - Customer Support Centre Outsourcing

Need Contact Centre Service?

Contact us

Need Contact Centre Service?

Contact Us

1.2.3. Stages of Contact Centre Status

Contact Centre OAR
There are important status stages in the Contact Centre:
New or Open
Each report received from a customer based on its category will be accepted as a new request to be followed up by the relevant division
Assigned or Responded
The problem report that has been given by the customer and has been categorized will be given to the division concerned, at this stage the problems will be understood and studied first so that they really understand the root of the problem until they find a solution that can be offered to the customer.
Closed or Resolve

After getting a solution, it will be implemented to solve the problem, it is necessary to ensure that each solution must be profitable for the customer and they can still do their job.

1.2.4. What is the Difference Between a Contact Centre and a Call Centre?

contact-centre-and-call-centre
By communication channel
Call Centre only focuses on telephone lines to communicate, interact with customers or consumers directly. Meanwhile, the Contact Centre does not only use telephone lines but can also use media such as email, live chat, chat bots and social media.
Complaint queue management
Call Centre requires a solution to manage incoming conversations, this is because all conversations are only through telephone lines.
Unlike the Contact Centre, because a company needs to provide services from many channels, it needs a tool or application that can handle all conversations or is Omni-channel.
Procedures that require self service
Call Centre, a customer must wait for their complaint to be received and resolved by the Call Centre agent.
With the Contact Centre, customers are given more choices, customers are given several options to submit their complaints based on the channels provided by the company’s Contact Centre. With this customer can analyse
Automatic Ticket Pickup and Routing
The Contact Centre uses an automated system to route the complaint ticket to the right agent, this is based on keywords, customer history and agent skills based on complaints. By routing tickets, Contact Centre reduces turnaround time for customers.
While the Call Centre, the ticket collection system or determining the route has not been implemented, the Call Centre only focuses on resolving complaints per incoming call.
Information about problems experienced by customers
Call Centre utilizes incoming telephone calls as the only means of communication, gathering information related to customer problems can only be viewed based on incoming calls.

While the Contact Centre has been integrated with the help of software or applications from various channels, the Agent can maximize every task he gets.

1.3 Why Running a Contact Centre in 2021 is Important

2. Types of Contact Centres and Companies

2.1. Companies That Need a Contact Centre

Contact Centre is very useful for a company, because along with the times, more and more communication media can be used. With this service, a customer can easily contact your company if there are questions or problems that need to be resolved, here are the types of companies that need this service.

Automotive
Shipping
Hospital
Finance
E-Commerce
Distributor
Community Service

2.1.1. IT Support

Contact Centre IT Support Company
As explained in the company that requires a contact centre, if your company is engaged in IT then one of these divisions will be needed for your company. An IT Support handles customer problems and the company’s problems or needs around IT, Basically IT Support requires more than one person to work, because there are many sub-tasks from an IT Support.
What is an IT Support Specialist?
If you have an interest in technology and like troubleshooting, you might consider becoming an IT Support specialist
IT Support specialists provide assistance and technical support to businesses or consumers who experience technical problems, hardware, software, network and others. Some examples of problems handled by IT Support are.
  • Slow Device
  • Connection Problem
  • Can’t Access Data
What do IT Support specialists do?
IT Support specialist must have knowledge of computer systems, software (applications), networks and electronic systems. They provide explanations to customers and employees, answer and solve problems in the category of technology-based products or services.
IT Support specialists handle most customer problems via email or telephone, but in some cases or problems need to come to the location, if the problem lies in hardware or software that needs to be repaired, cleaned and modified.
When assisting customers in solving their problems, IT Support Specialists will ask specific questions to understand the problem.
Because most customers are not familiar with technical terms and may not understand the problems that occur so they can’t explain them well, IT Support requires listening skills, communication skills and patience.
Some IT Support Specialists work for companies only, their job is to carry out continuous testing of the equipment and software used by the company.
If there is new equipment or software in the company, IT Support will test the product and provide feedback to the vendor and ensure the product can be used with existing company systems.

When there is a system change in the company, the IT Support Specialist will arrange training times to explain how the hardware or software works to employees who work as easily as possible.

2.2. Types of Calls/Contact Centre Cases?

Contact Centre for Information
This Contact Centre usually only handles questions from customers regarding product or service information provided and other information such as questions about the company.
Contact Centre for Complaints
This Contact Centre focuses on complaints or problems experienced by customers, this section is not to resolve customer complaints or problems but as a medium that will channel customer problems to the right agent
Contact Centre for Help
This type for helps a customer in solving the problems they are experiencing in a more general scope, only dealing with problems or questions that are not specific.
Contact Centre for Compliments

Customer is also able to give praise or feedback to the company regarding the products/services they use and can also relate to the results of work or services that have been carried out by the contact centre division.

3. Qualities of Contact Centre Personnel

3.1. Actors Involved in the Contact Centre

Customer Service
Contact Centre Customer
Customer Service usually handles customer questions in the form of information about products or services provided by the company as well as questions about the company.
Helpdesk
Contact Centre Help Desk
The helpdesk handles problem reports submitted by customers, the helpdesk does not come down directly in solving problems, the job of a helpdesk is
  • Responding to Problems
  • Categorize
  • Prioritizing Problem
Engineer
Contact Centre Engineer
After the problem has been categorized and its priority, it will be submitted to the engineer to solve the problem, an engineer will perform several stages in solving the problem
  • Troubleshoot
  • Resolve
Agent
Contact Centre Agent
This division focuses on more specific products or services and can be a salesperson or make sales, this division will not handle questions that are not their specialty, for example insurance agents.
Management
Contact Centre Management
Every work that has been done by the above divisions will be accepted by the management, this division will evaluate based on the existing work, to determine the company’s strategy and what needs to be improved in the future.
  • Report
  • Performance
  • Improve

3.2. The Five important activities performed by Contact Centre Team

You can see how the contact centre works in the pdf file below:

CONTACT CENTRE - THE FIVE IMPORTANT ACTIVITIES PERFORMED BY CONTACT CENTRE TEAM

If you have read how the this pdf, then you can enter the section “Qualities that Contact Centre Actors need to have”

You can see how the contact centre works in the pdf file below

If you have read how the this pdf, then you can enter the section "Qualities that Contact Centre Actors need to have"

The five important activities performed by Contact Centre Team

3.3. What Qualities Do Contact Centre Staff/Persecutor Need to Have?

To complete the assigned task, these services must be able to work together as a team and create a system that manages customer service requests well. The contact centre must have the ability to be successful as a qualified agent and create a good customer experience, here are some of the skills needed
Have good knowledge of products and solutions
Customers need the right solution in a short time regarding their problems, a good contact centre agent must be able to understand and help provide solutions to solve problems.
Flexibility
The duties of a contact centre cannot be predicted every day, therefore they must always be ready for conditions and be able to adapt to unexpected situations.
Good organizational skills
Every question, problem or complaint asked by a customer will be different in terms of cases, priorities and time to handle it, therefore agents need good skills in categorizing problems received.
Creativity
An agent must be creative in providing solutions and suggesting alternative ideas that benefit the customer and the company.
Calm under pressure
Always ready and not easily confused when facing difficult and complicated problems from customers, must keep the atmosphere calm and in control like a professional agent.
Friendly
Contact centre agents are the face of a company because the first communication a customer will make is to the agent, because they must have a friendly attitude, make sure the customer gets a good and friendly company picture.
Quick response
As a contact centre, of course, you will often face community problems and complaints. Therefore, this profession is indeed required to have the ability to quickly respond to a problem
This serves so that what has been conveyed by the customer can be well received by and can provide the right solution.
Communicative

Communication skills are needed because their daily life is dealing with customers via telephone, so this communication skill becomes important. The purpose of this is so that customers can understand what is conveyed by a contact centre in the solutions provided so that customers feel comfortable

4. Important features of contact centre software

4.1. Must-have Features of Contact Centre App

Features needed to simplify and improve customer service. Some of the basic features that a contact centre application must have include:
Omni-Channel
Creating a good interaction between the company and customers thanks to all data and processes from a well-integrated channel. Customers who have interacted with the company will be registered automatically
Interactive Voice Response (IVR)
IVR empowers customers to serve themselves thereby reducing support team work. Technology that allows humans to interact with computer-operated telephone systems via user input of voice and DTMF tones via keypad.
Automatic Call Distributor (ACD)
Directing calls from customers to support agents automatically based on criteria that have been selected by the customer, ensuring that every incoming call can be responded to quickly and accurately.
Routing Agent
To arrange the route of agents who will handle customers easily. Customers can be directed to the right agent
Automatic Notification
Sending notifications in the form of email, social media and others to send interaction status, product or service promotions or other important information
Reports & Analytics

Provide detailed report information on interactions, customer contacts, status and other important information that has occurred. Reports can be used as a measuring tool to make future decisions

4.2. Omni-Channel application or software to facilitate Contact Centre

Here are some applications or software that can be used to help companies
HubSpot
contact-centre-hubspot
HubSpot is an all-in-one marketing website based application that can provide advice through SEO, blogging, social media, marketing automation and marketing analysis. This app provides all the features and tools you need, converting visitors into leads and turning leads into sales.
The structure has been designed to increase sales, profit levels, margins and predictions. With features that are very useful for strengthening marketing strategies, even complex planning and implementation.
Bitrix24
contact-centre-bitrix24
Bitrix24 is the leading free CRM, project management and collaboration platform used by more than 4 million organizations worldwide.
Social intranet, a platform that combines easy communication through media such as email, telephone, live chat and social media with management tools for business purposes. You can communicate with colleagues through this application, plan, monitor, to save and use documents.
GLPI
contact-centre-glpi
GLPI which stands for Gestionnaire Libre de Parc Informatique is an IT Asset and Management system package that provides Service Desk, Live Tracking and Auditing Software features.
GLPI is a website-based application that requires a web server to be used. The advantage of a web-based application is that it can be used on all devices with just a web browser.
This application can be a company solution in building an asset database and managing administrative and financial information. That way, IT companies can create reports and documentation of technical information and maintenance records of existing assets.
Salesforce
contact-centre-salesforce
Salesforce is a software company based in San Francisco, California, United States. Cloud-based software application that provides CRM (Customer Relationship Management) system services.

By using Salesforce, companies that use this system make it possible to see customers as a whole through a system that is integrated with various services such as “Salesforce Sales Cloud”, “Service Cloud” & “Marketing Cloud”.

Need contact center service now?

Contact Now

OPUS IT Malaysia - Customer Support Centre Outsourcing

Need Contact Centre Service?

Contact us

5. Conclusion

Contact Centre is very important for a company in serving its customers and assisting the company team in organizing any problems or problems reported by customers. Many industries use this service such as IT Support, finance and others.
By utilizing applications that have been developed and have been made in such a way as to be Omni-channel with features and automation that can make it easier for the company team to manage the data received.
This service requires people who need to have special abilities so that every job can be well organized and given and completed by the right people, every job must also be well documented. The data can be used by the company to determine policies that will be carried out in the future.

With the help of existing applications, it will be much easier for the company team to work with the features that have been provided so that every problem can be handled properly and every problem and interaction that has been done can be recorded for reports and evaluations for the company. Every problem that is opened must be solved.

6. Article Source

Hubspot Academy

Vads

Glints – Contact Centre

Glints – Contact Center and Call Center

Affde – Hubpost-CRM

Niagahoster

Karedok

Saasten

7. Other Article