Call Center Software

Call centers are the backbone of any organization looking to deliver exceptional customer service and support. Conventionally, businesses used voice calls and emails as a medium to connect with their customers. But, now the market and customer expectations are changing, and the companies need to cope up.

With the digital shift, call centers today are moving away from the traditional legacy based system using PBX and call center hardware to call center software with the aim of eliminating latency and bringing in automation to customer engagement.

Shortlisting the Best Call Center Software

The pre-purchase vetting process has simplified with the advent of the internet. Now, people just “go on the net.” Having said that, it is essential to keep certain things in mind while deciding on the most suitable call center solution for your business

1. Your Budget

Call center software can be a complex purchase. It is essential to first understand how much money you are ready to shell out for the solution. A bootstrap start-up might look for a subscription-based contact center solution whereas, a big enterprise with deep pockets can search for a more elaborate software that meets their needs.

2. Type of Software

Once you have identified the need to get a call center software, you need to decide what sort of a deployment model do you want to go for. Most common deployment models are:
  • On-premise Call Center: When all the hardware - PBX, server and other such equipment is set up at the location of the organization
  • Cloud Call Center: A cloud-based call center software is hosted on the cloud by a service provider. The users can access the same by either buying a specific cloud instance for themselves (private cloud) or make use of shared space (public cloud).
Many factors come into play when deciding on the most suitable setup, such as cost, in-house skilled workforce, and the scale of business. If you are just starting your business or are still in the early stage, then it is best to opt for a cloud contact center as that allows you to pay as you use. That is, you can increase or decrease your licenses according to traffic. Whereas, an on-premise call center setup is most beneficial for larger enterprises with tremendous investment potential and known call traffic.

3. Feature List

Deciding on buying a call software is only as valid as the list of must-have call center software features. You need to know what are the features that you definitely need to have as a business to meet your goals and improve your customer experience. Here is a list of some of the features that a good call center software should have:

Dialer and IVR

To manage both your inbound and outbound calls. Auto dialing the leads saves your agents’ time while increasing the connect rates. Similarly, an IVR enables self-service while improving the overall customer experience

Call Control Options

As a call center agent, you need to have multiple options to treat a call - inbound/outbound. A software that allows the customer care executives to perform various functions on a live call such as transfer, conference, hold, mute, dispose of, etc. is the one most useful.

Routing Algorithms

Connect customers to the most suitable agents based on predefined routing logic. These algorithms can be set based on factors like agent’s skills, customer’s recent purchase behavior, the region from which the call is coming in, etc.

Unified Agent Interface

To give the agents a 360-degree view of the customer and enable them to have a qualified conversation. Knowing the context increases the chances of conversion and improves customer satisfaction.

Reporting and Monitoring

Empower your supervisors with micro and macro level data visibility to monitor the overall call center operations. Additionally, the supervisor can also track live-call quality with features like snoop, barge, whisper, etc. As a manager, you need to have reports and dashboards for easy data consumption and making well-informed decisions.

4. Vendor Support

Setting up a call center is an important decision, and having understood the right technology partner can make your life much more comfortable. Choose a call center vendor that you feel understands your business and also has the resources to provide the necessary support when the need arises. Doing thorough research here will help you make things a lot easier.

5. Flexibility and Scalability

While selecting the best call center for your business, make sure it is flexible, aka perfectly caters to your business goals, and is also scalable. This is particularly important for small and mid-size organizations. For example, you might start off with a cloud call center, and once your business grows, you want to migrate to an on-premise setup. Thus, you need a call center software that allows smooth migration with minimum downtime and maximum ease.

Setting up a call center might be a challenge, but choosing the right software does not have to be. Just take care of the points above, and more than half your job is done.

Author Bio:

Shambhavi Sinha is a technical blogger & Product Marketer and has been writing for 3 years. She is into technology and writes tech-based stuff. She aims to provide knowledge to users by sharing tips and tricks about new technologies, DIY, and learning about Contact Center Solution.