What’s the Best Call Center Software for Your Business? - Talkdesk - ContactCenterWorld.com Blog
Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software often forms the foundation of a business’ customer service provision and outbound inside sales. The technology that you select will have a tremendous impact on your company’s bottom line, so it’s important to do your research.
We’ve compiled a list of questions to ask yourself as you seek out the best call center software for your business.
1. What teams at your company will use this tool?
Call center software can be a significant investment. In order to pick out the best solution, every team that will be utilizing the technology should be consulted and included in the evaluation process.
2. Will your business be making primarily outbound or inbound calls?
What’s best for your business is not always best for other businesses. One of the primary distinguishing factors between call center solutions is whether they are geared towards inbound or outbound calling. Most solutions allow for both functionalities, but tend to lean towards one or the other.
3. Do you have a preference for on-premise vs. cloud-based call center software?
What kind of physical technology best suits your business? On-premise software will require designated space and IT specialists for upkeep. VoIP technologies will need to be housed in the cloud. In general, there has been a move towards the cloud, but some companies may still prefer to have an on-premise solution for various reasons.
4. What is your budget?
The best way to save money on your call center solution is to determine exactly which features and functionalities are most relevant and necessary for your business needs so that you can choose the lowest cost, highest quality software for your team.
5. If this is your first call center software purchase: Are you ready?
Implementing call center software has the potential to be an excellent step towards customer service excellence for startups. But it is not as simple as just buying the software. Creating a call center requires investing in training and hiring and can represent a cultural shift at a business.
Agents and Representatives
6. How many agents will use your call center software?
Solutions are designed for different team sizes and compositions. Smaller companies would do best to choose simpler solutions with less functionality, but be aware that they will have to change systems as they scale.
7. Will the number of agents fluctuate or grow rapidly?
Some call center software solutions invest in creating flexible interfaces to allow for teams that have high seasonality, growth and/or call center turnover, while others may lack this advanced functionality.
8. How technically savvy are your agents?
If your agents are entry-level, outsourced or otherwise not technology experts, it may be best to invest in a solution that is user-friendly. This will save frustration and reduce onboarding time.
9. How much training will agents require?
Depending on your hiring strategy, it may make sense to invest in a call center software solution with advanced call center agent coaching functionalities.
10. What business tool integrations do you need?
Modern companies use an array of applications, including CRMs and helpdesks, to help them in their day-to-day work. When seeking out a call center software, the best plan is to find one that offers seamless business tool integrations with your existing systems.
11. What call volume do you expect?
How many callers will you have per day? This will dictate not only the number of agents, but the necessary features. A call center with a high volume should be equipped with powerful routing and queue callback.
12. What quality of service would you like to provide?
Is your call center perfunctory or are you hoping to create an outstanding customer experience? Features like multilevel IVR, comprehensive customer history and deep integrations can make all the difference in equipping your agents to provide exemplary support.
13. What metrics would you like to track?
The best businesses are data-driven, but it’s important to determine which data drives you. Some call center solutions allow companies to track a range of historical and real-time call center KPIs. The most advanced software even lends itself to gamification.
14. How customizable does your solution need to be?
Newer businesses may have a preference for an out-of-the-box solution that they can have up-and-running quickly. For basic needs, this is fine. Larger businesses require a higher level of customization. When this is the case, companies must investigate not only how many options there are, but how many can be done without the help of an external IT person.
There are, of course, many other factors that should be considered when determining what the best call center software solution is for your business. These fourteen questions should be used to guide your thinking as you explore the options available in today’s vibrant call center marketplace.
Publish Date: July 18, 2016 5:00 AM
2020 Buyers Guide Recording
|2.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
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