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Choosing The Right Call Centre Software

Dec 21st 2015 at 3:10 AM

When you are going for any call centre software or auto dialer software it is vital to know what it does. There are a number of different features a call centre software offers and you need to know them all in order to make your correct pick. Here are some of the most popular features offered by a call centre software.

A navigable lay out

The general layout of the software should be easy to use and understandable. You should have no problem navigating your way around the software efficiently without wasting time.

Real time statistics

There should be a display of real time statistics offered in the software. This helps in processing the data and making correct decisions. This helps in ensuring call centre agents remain on top of any situation which arises.

Call back function

The call centre software should be able to give the caller a complete call back feature to help him out if the line ever gets congested or disconnected. This helps in saving a lot of time. inclusion of the features of a power dialer software works well.

Interactive voice response

This feature will enable the caller to present any info he needs without ever burdening the call centre agent. This will save time and let the agent work on more important matters.

Call routing

Call routing enables the caller to pin point the time of the call as well as the geographical location. They also show other information regarding the caller. This will give more satisfaction to the caller and also make the call centre agent much more responsive to the caller.


The software should be flexible to use. You do not wish to have a call centre software which is still and unresponsive at the time of need. Make sure that the software has a variety of features which can be relied upon at the the time of need.

Pop up screen

If a call centre agent receives a call he should be able to get an instant pop up window which will appear on the screen with the caller’s name, address and time of call. There are several other information which should also be displayed. This will help in maintaining a good relation with the callers.


The software should be able to produce a proper and detailed data sheet regarding the transactions of the day to the call centre agents and the callers. The administrators should also be able to get the access to phone conversations to ensure the quality and performance of the workers.

Cost friendly

The program should be available at a competitive price. No supervisor wishes to pay a huge amount of money for a call centre software.
These are the factors which you need to consider when you go for a call centre software. Visit to know more.


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