Are you in a business which requires you to constantly be in touch with your customers? Are you striving to be the customer-centric brand? Well, in that case, you need the best call center software for your business. That can seem like a mighty task, but let’s make it simple. Here are some factors that you can consider while choosing the right contact center software:
#1. Type of Deployment
Primarily there are two types of deployment models that an organization can opt for when deploying the call center software. Care must be taken to opt for the model which is in sync with where your business is at the moment and where it is headed.
- On-premise Contact Center Software: This is the most suitable deployment model for organizations who are well-aware of their call volume and have an in-house skilled IT department.
- Cloud Contact Center Software: A cloud-based call center software allows businesses to eliminate the costs associated with installing the hardware and maintaining the setup on-site. Brands in the initial stage of the businesses are the most suitable candidate for this model.
Apart from the above mentioned two models, another type can be a hybrid call center solution. But, at the end of the day, it all comes down to what are your business requirements and the future growth plan.
#2. The Tech Stack
Before anything else, as a business, you need to know what are the must-have features that you cannot do without in a call center solution. Once you have that down, look for a vendor that can provide you with them at competitive pricing. Some of the key features of call center software are as follows:
- Dialer: An automated dialing mechanism is the most helpful tool for the call center agents to manage outbound calls in lesser time.
- Interactive Voice Response (IVR): An inbound tool to encourage the customers to self-serve and be directed to the best solution to their query
- Automatic Call Distributor (ACD): Route callers to the right department in the first connect to increase customer satisfaction and first call resolution.
- Voicelogger: To store all the call recordings for inbound and outbound calls to be used for training and assessment purposes.
- Reporting Tools: Will help in the tracking and monitoring of important call center metrics which enable the supervisor and business heads to make faster decisions.
#3. Flexibility & Scalability
Businesses aim to grow with time. No one wants to be stagnated. Thus, you need a call center software which grows with your business rather than be an obstacle. Additionally, call center solutions nowadays need to be flexible and customizable. They need to be able to cater to the business requirements so well that it enables the achievement of business goals. So, you need a solution with which you can easily migrate from one deployment model to another. For instance, while your business is in its early stages, you might choose to go for a cloud contact center software but once you are a well-stabilized organization, you might want to migrate to an on-premise setup. Either way, go for a solution which allows seamless migration.
Business tools integrations are one of the most important call center features which looking for the right solution. A software which easily integrates with your existing CRM, helpdesk, ERP, order management, appointment, etc. systems will make the lives of the agents much simpler. The idea is to have a solution which offers plug and play integrations which are easy to set up and drastically improves agent efficiency and overall operations. These integrations further automate the call center management with the help of intelligent and dynamic workflow design and add on features. This translates into a seamless synchronization between the existing and new technology.
#5. Cost & Support
One of the most important factors to consider while purchasing call center technology is the cost. Is it within your budget? What are the out of the box features? Any additional cost, etc are some of the questions you need to think about before making the purchase. Ask the vendor about any additional cost on top of the package, training, license, support, AMC pricing, etc. Opting for a cheaper solution might seem a better option in the short-run, but can prove to be disastrous in the long run. Evaluate the cost of losing a customer when your systems are down without proper engineer support. This will not just have a financial impact but can hamper your brand’s reputation.