The call center industry has been one of the revolutionary industries over the years. The top contact center solution provider companies build personalized features and solutions to meet diverse business goals and needs. A helpdesk contact center solution is an advanced invention of software that is invented to enhance a specific business type that deals with technical support requests from clients.
Unlike a traditional call center solution, it is not bound to features related to customer care and call center operations. Of course, a helpdesk contact center solution consists of these features. In addition to that, it will have several amazing features to support the technical customer care team to work more productively and handle customer concerns, which are often referred to as tickets, more professionally and precisely.
What is a helpdesk call center solution?
A contact center solution that consists of features of a help desk support solution or technical ticketing system in the call center software is called a helpdesk call center software solution. Some of the most common features available in this software are:
- Support ticket management
- Priority management
- Seamless ticket status tracking
Top ways a helpdesk contact center solution improves the productivity of agents
With its amazing features, this software helps in boosting the productivity of agents. Let’s explore how.
1. It doesn’t require the management of two systems
In any technical center, there are always two teams:
- Customer care, which handles customer support related jobs and
- Technical support, which handles technical query resolution to resolve tickets aka concerns
Whether a company uses a helpdesk ticketing solution or not it has to use a help desk ticketing system along with a call center solution. It is vital to keep both departments productive. If a call center uses two different systems, it increases the complexity related to managing two systems. It increases the need of juggling between two systems to retrieve the required information. A helpdesk contact center solution eliminates all these unnecessary exercises by offering all the required details within the same system and contributes to increasing productivity.
2. It removes repetitive tasks
As agents don’t need to manage two different software solutions, they also don’t need to manage records of clients and their tickets in two different systems. Moreover, a helpdesk call center software solution will automate several jobs of agents. This eliminates the tedious and repetitive processes for agents. This helps agents to deliver more productive results.
3. It gives the required insight and features
A helpdesk system integrated into a call center software solution provides complete insight into a concern raised by the concern to better handle the issues of clients. Moreover, it will have all the features along with automation, process optimization, and other elements. All this directly contributes to high productivity.
In conclusion, this software is built to empower technical support centers. It has amazing features to facilitate the optimization of different jobs and increase productivity.
iCallify offers the best and feature-rich helpdesk contact center solution. To know more about this software and its benefits.