The call center industry has undergone a significant transformation over the years with the advent of technology. One of the most significant changes has been the introduction of virtual call assistants. These assistants have revolutionized the call center industry by providing a range of benefits to both businesses and customers.
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 to eliminate latency and bring automation to customer engagement.
Shortlisting the Best Call Center Software
The pre-purchase vetting process has been 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. First, you must 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 more elaborate software that meets its needs.
2. Type of Software
Once you have identified the need to get call center software, you must decide what deployment model you want. The 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 service provider's cloud-based call center software is hosted on the cloud. The users can access the same by buying a specific cloud instance for themselves (private cloud) or using shared space (public cloud).
Many factors come into play when deciding on the most suitable setup, such as cost, in-house skilled workforce, and business scale. If you are just starting your business or are still in the early stage, opting for a cloud contact center allows you to pay as you use it. That is, you can increase or decrease your licenses according to traffic. An on-premise call center setup benefits larger enterprises with tremendous investment potential and known call traffic.
3. Feature List
Buying call software is only as valid as the list of must-have call center software features. You need to know what features 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 must have multiple options to treat a call - inbound/outbound. Software that allows customer care executives to perform various functions on a live call, such as transfer, conference, hold, mute, dispose of, etc., is the 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 the agent’s skills, the customer’s recent purchase behavior, the region from which the call comes in, etc.
Typically, a call routing system is known as an Automatic Call Distribution. It diffuses the high volume of calls into specific queues based on customer requirements. Then the customer meets with the best available agent.
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
To monitor call center operations, empower your supervisors with micro and macro-level data visibility. The supervisor can also track live-call quality with features like snoop, barge, whisper, etc. As a manager, you must have reports and dashboards to easily consume data and make well-informed decisions.
4. Vendor Support
Setting up a call center is an important decision; understanding the right technology partner can make your life much more comfortable. Choose a call center vendor that understands your business and has the resources to provide the necessary support. 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 and scalable, aka perfectly caters to your business goals. This is particularly important for small and mid-size organizations. For example, you might start with a cloud call center, and once your business grows, you want to migrate to an on-premise setup. Thus, you need call center software that allows smooth migration with minimum downtime and maximum ease.
Setting up a call center might be challenging, but choosing the right software does not have to be. Take care of the above points; more than half of your job is done.
