Free Call Centre Software
There are many benefits to choosing free call centre software. These solutions are open source, contact centre phone systems, and cloud-based. This article will provide an overview of some of the benefits and features of free call centre software. It will also outline how to decide if free software is the right fit for your business. To get started, download the free trial version of any of these solutions and explore their many features. After installing the software, you’ll have the tools to run an efficient call centre.
For further information and pricing on phone systems, click here.
|UK VoIP Providers
| Customer Rating
|Who is it Best For
|£19 per user, per month
Small businesses with big growth plans
|£9 per user, per month
Small businesses looking for a cheap and easy solution
£12 per user, per month (billed annually)
Telesales teams and small businesses with high turnover
|£6 per user, per month
|£10 per user, per month
Companies that need to communicate remotely
£7.99 per user, per month (billed annually)
Small businesses with varied departments
£14.99 per user, per month
Small companies that are based online
Free Call Centre Software: Open Source
Open-source call centre software CRM programs, available in various forms, allow companies to control calls. They can use these programs to monitor staff’s actions while handling customer inquiries. Some applications even allow agents to leave messages or emails. These programs can also help call centres mark call outcomes using specialised or technical tags. They can mark calls as solved or handled by IT or even use IVR (Interactive Voice Response) to leave pre-recorded messages.
A new era of efficiency and productivity has emerged with the development of open-source call centre solutions. Companies can reduce expenses with cheaper and free licenses while maintaining high-quality customer service. In addition, open-source technology has provided new horizons for call centre staff.
An excellent open-source call centre software can perform multiple tasks simultaneously, including verifying caller identity, transferring calls to the correct department, recording messages for future training and quality inspections, and keeping track of performance and creating a performance report. Most solutions will balance the use of phone lines and help you monitor your staff’s performance. There are even programs that let you create and store historical reports.
These applications are designed to keep your business running smoothly and efficiently. The downside of open-source software is that it is often not accessible. However, it’s customisable. If you need something added to the software, you can have it manufactured by an open-source provider.
Additionally, open-source call centre providers don’t have to worry about maintenance, coding, or technical support. In contrast to proprietary call centre software, open source call centre software is free to use, but it requires some dedication and time to keep it running. A fundamental component of open-source call centre software is the click-to-call feature. With this feature, specialists can make outbound calls by presenting a database of clients.
Having such a database makes it easier to identify client needs. Another integral component of any call centre is an automatic call distributor. These systems route calls to the correct operator and is designed for effective results even in high call loads. Programmed call merchants also help control volume, hold time, and call span.
Free Call Centre Software: Contact Centre Phone System
Contact centre phone software is a necessary tool for any business that handles many calls. It helps you organise your contacts, manage your voicemail, and more. Most of these programs include a voicemail management feature. Some of these programs also allow you to customise your greeting and notifications. You can even use an email to receive these notifications. To find the best contact centre phone software, consider the following tips.
Listed below is a rough outline of how free call centre software works:
- First, you need to understand how this technology works.
- Typically, a call centre phone system will let you use Interactive Voice Response (IVR) technology to identify each customer.
- These systems allow you to acknowledge the call, give a time estimate, redirect a caller to a website, or even provide a quick menu that enables them to find the department they are looking for quickly.
- These programs will also allow you to record your interactions with customers to follow up on their status.
- Another feature of this type of software is speech analytics, which helps you analyse every customer interaction to learn what your customers want to hear and how they want to be treated.
You can find it in Talkdesk’s CX Cloud Elite plan. Its AI capabilities are an added benefit, as well.
There are two plans available – one for small businesses and one for large enterprises. They also offer a free demo and two for larger companies. VICIdial is another free contact centre phone system software option. It works with SIP gateways and SIP trunks and has various other features. It’s perfect for international corporations.
Free Call Centre Software: Cloud-based Call Centre Software
As customer interactions become increasingly sophisticated, cloud-based call centre software is essential for businesses. Cloud-based call centre software allows call centre managers to manage their teams and customer interactions through multiple communication channels, including phone calls, email, chat, and social media. Adding new communication channels to your software lets you give your customers the options they want.
A typical call centre software package begins with:
- Facebook, and
- Google’s business messages.
This ability to expand communication channels allows for a better understanding of the customer and a higher level of satisfaction.
Dialpad’s cloud-based phone system focuses on lead management, including real-time lead posting, prioritisation, and source reporting.
- It’s also good at regulatory compliance and quality assurance.
- Dialpad’s Chrome extension enables basic functionality within a browser, while its voice-intelligence feature allows managers to track customer sentiment in real-time.
- And, of course, a company’s overall customer experience is improved by using cloud-based call centre software.
- While legacy call centre software requires a mix-and-match approach, cloud-based solutions can provide cutting-edge features for a more modern customer experience.
- And they can integrate with existing services, such as CRM platforms, helpdesk tickets, and survey templates.
The flexibility of cloud-based call centre software makes it a valuable tool for any size business. These systems can be accessed from any location through a web browser. The cloud-based call centre software is accessible anywhere a high-speed internet connection is available. This makes it possible to assemble a team of agents in multiple locations, even if they’re not at the office. In addition, many call centre agents consider working from home to be a perk. This gives them a competitive edge in today’s challenging market. You can also quickly scale your business without any limitations.
Free Call Centre Software: Features
Choosing the right call centre software for your business can be tricky. Choosing the one that provides the features and capabilities your business requires is essential. Generally, you can expect the software to provide some basic features, but you should also consider its costs. If you are looking for a free program, you should choose one with reasonable costs. However, it would help if you kept in mind that free call centre software is not always better than its paid counterparts.
- Call Routing: The software allows you to route incoming calls to the appropriate agents or departments based on predefined rules, such as skills-based routing or round-robin distribution.
- Interactive Voice Response (IVR): IVR systems provide automated menus, and voice prompts to guide callers through self-service options or route them to the appropriate agent or department.
- Call Queues: Incoming calls are placed in queues when all agents are busy. Call centre software usually allows you to customise queue settings, such as maximum wait times, prioritisation, and hold music.
- Call Recording: The ability to record and store calls for quality assurance, training, and compliance. Some software may limit the duration or number of recorded calls in free versions.
- Real-Time Analytics: Call centre software often provides real-time monitoring and reporting features, allowing supervisors and managers to track key metrics like call volume, wait times, agent performance, and service level agreements (SLAs).
- CRM Integration: Integration with customer relationship management (CRM) platforms to provide agents with relevant customer information and a unified view of interactions.
- Call Transfers and Conferencing: Agents can transfer calls to other team members or supervisors when necessary. Conference calling enables collaboration between multiple parties, such as involving supervisors in escalated calls.
- Call Metrics and Reporting: Detailed historical reports and analytics on call volume, wait times, call durations, agent productivity, and customer satisfaction.
- Call Monitoring and Whisper Coaching: Supervisors can listen in on live calls to monitor agent performance and provide real-time guidance or coaching without the customer’s knowledge.
- Call Scripting: The ability to create and manage predefined scripts to guide agents during customer interactions, ensuring consistency and compliance with company policies.
- Integration with Communication Channels: Many call centre software solutions support other communication channels like email, chat, and social media, allowing agents to handle multiple channels from a single interface.
- Automatic Call Distribution (ACD): ACD systems intelligently distribute incoming calls to available agents, ensuring efficient workload balancing and reducing wait times.
- Outbound Dialing: Some call centre software may offer outbound dialling capabilities, including preview dialling, progressive dialling, and predictive dialling, to initiate customer outreach or telemarketing campaigns.
If you plan to use call centre software to improve your company’s customer service, you should look for one that allows you to record your calls. Call recording is essential in any quality management program and helps understand how your agents interact with your customers. A good call centre software will also be able to record your agent’s screen, allowing you to review the entire experience and make meaningful improvements to your processes and CX. Choosing the best software is essential to the success of your business, so you should never settle for less than the best.
Free Call Centre Software – Click here to see more of the best-rated phone systems for 2022
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