Which Contact Center Features Should Your SMB Embrace First?

Which Contact Center Features Should Your SMB Embrace First?

Providing an excellent contact center software customer care experience is crucial in any company. Still, when your business is small, it’s vital that you make every contact center customer interaction count for your growing company.

Investing in a Contact Center solution perfectly integrated with your other small business software must-haves (like a VoIP system and a CRM) will give you more robust tools to manage customer interactions and grow your business through customer satisfaction and retention.

Cloud-based contact center technology are rapidly growing in popularity, and many small companies are investing earlier than ever in these customer-centric feature suites thanks to the affordability offered by the cloud. 

Contact Center software boasts many features that can be customized to your business, but which tools will have the most impact (the most quickly) on your small business needs and budget?

Features of Contact Center Software

Here’s a closer look at our favorite Contact Center features for SMBs. 


Adding a click-to-call button on your website that integrates with your Contact Center system can benefit a small business. People interested in your business and who have made their way to your website (most likely from a mobile device) will have the option to call an agent directly from your site without hunting for contact center details. 

This contact center feature will help your SMB look more established and help you connect with more of your interested buyers instantly. This small change to your website (which consists of adding the coding for the widget linking the button to your Contact Center) can help drive sales and conversions and help you quickly build up your brand as a small company. 

Call Scripting

Many Contact Center solutions offer customizable call scripting features that you can use to help guide your agents through important customer and client calls. You can create an array of scripts that apply to scenarios you frequently encounter within your support group and ensure that your agents convey the proper branding for your business and deliver excellent care. 

When your business is small, it’s vital that you take full advantage of every opportunity to turn a lead or new customer into a long-term consumer of your products or services via a contact center. Making sure your agents are saying the right things and communicating effectively with every potential customer via the contact center is critical to securing and keeping customers. 

Call Monitoring and Reporting

Measuring the quality of your contact center customer care is vital to providing the best service as your company grows. Contact Center solutions offer handy tools you can use to monitor calls and put metrics around the quality of the care your customers are receiving. 

You can use the call recording and real-time monitoring features to listen to how your contact center agents handle calls, offer coaching tips, and continuously improve the quality of your care. Analytics can help improve customer experience.  

Call Recording 

Contact Center systems also provide call recording capabilities that can be very useful for small companies. 

  • You can use recordings to listen to service calls, ensure your agents represent your brand effectively and treat your customers with a friendly, helpful tone.
  • You can also keep recordings of excellent customer interactions to help train new customer service reps you bring on board as you grow.
  • You can use the recordings to pinpoint customer needs and behaviors and use that information to inform your decisions around customer care, Contact Center feature upgrades, and more. 

Call Routing

Effectively routing calls in your service team will help you take care of your customers by getting to their questions and requests as quickly as possible. Customers are savvy and expect a smooth contact center process and fast service when they contact a business for support.

Contact Center software offers different call routing configurations you can customize to help make sure your customers are taken care of quickly and professionally, with as little time on hold as possible. You can route calls based on several different criteria, including:

  • Topic or Type of Support Needed
  • Agent Skill and Expertise
  • Specific Agent Preference

Remote Access

More and more companies are hiring remote team members, especially in the customer care field. This gives you fewer overhead costs as a small company than running a physical contact center. You also gain access to a broader pool of experienced customer service agents who work in a remote contact center

Modern Contact Center software in the cloud offers easy, secured remote access (without sacrificing tools and features) so you can build your support team quickly without incurring excess costs. 

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Benefits of Using Contact Center Software

Implementing Contact Center solutions in small and medium-sized businesses (SMBs) has numerous benefits. 

Centralized Platform

Contact Center solutions offer a centralized platform for managing customer interactions, allowing SMBs to handle multiple customer inquiries and support requests through various channels, such as phone, email, chat, and social media. This can streamline customer and company communication, providing a seamless customer experience and improving contact center response times.

Reports and Insights 

Contact Center solutions provide valuable data insights, such as call logs, call recordings, and customer behavior analysis, which can help SMBs make informed decisions about their customer service operations. This data can also be used to improve the quality of customer care, provide coaching and training to agents, and continuously improve the customer experience via your contact center.

Expand Customer Service

Contact Center solutions can help SMBs expand their customer service capabilities, even with limited resources. By using cloud-based Contact Center systems, SMBs can take advantage of remote access, which allows them to hire a remote team of customer service agents without incurring additional overhead costs. This provides SMBs with a broader pool of experienced customer service agents, possibly in multiple languages and dialects, allowing them to build their support team quickly and efficiently.

In conclusion, investing in a Contact Center solution can be a game-changer for small and medium-sized businesses. Implementing a Contact Center solution can improve brand image and customer service and ultimately drive sales and revenue for the business. Whether you're looking to enhance customer interactions, build customer loyalty, or grow your business, compare the best contact center solutions before making the investment.

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