Around 66% of global call centers are located in the U.S and support a variety of industries from finance to public services.
But instead of outsourcing an entire team, buying call center software means you can handle your telecommunications via your business’s system. Perhaps you’re on the hunt to find the ultimate software but you’re unsure where to start.
Sounds familiar? Don’t worry, you’ve come outsourced customer service call center to the right place. Here is how to find the best call center software for your business.
Sounds familiar? Don’t worry, you’ve come to the right place. Here is how to find the best call center software for your business.
Know the Different Kinds of Software
Before you search for the best call center software, it’s important to understand the different types available. Note, these vary with cost, usability, and security but you can choose between:
- On-premise call center software
- Hosted call center software
- Cloud-based software
As you compare them, decide what you want from the call center services and the key features you’re after. For instance, if you’re planning to grow your team, then find scalable software.
Also, ask the provider for a free trial so you can familiarize yourself with the software and figure out whether it ticks all the boxes.
Things to Consider
As you weigh call center software options, reference back to your list of must-haves. This will streamline the process so you can find the best call center software solutions ASAP. For instance:
If this is your first time choosing a provider, compare the price of multiple call center software services to get an idea of starting price. Find out whether there are additional implementation fees, price per number, and if there’s a charge to use a certain feature.
Further, make sure the provider has a transparent billing policy so you can view charges at any time.
Determine which call center software features are crucial to your business.
Find software that supports call routing so customers can choose which department to speak to. This feature can also provide basic information which will resolve the call and manage the volume, a life-saver for your team.
You should also find software that has CRM integration. With this feature, agents receive a summary of why the client is calling without having to repeatedly ask. And find a call center software that offers omnichannel solutions so you can also support customers over email, live chat, and social media.
It’s also crucial that the call center solutions support call conferencing so customers can be transferred to the right department. The great customer service will make a lasting impression on your clients so they keep coming back.
Further, make sure the provider offers analytic tools so you know which areas to improve on. For instance, you’ll learn how many missed calls you get in a day and the processing time for each call. So choose software with a power dialer because manually dialing each number, on a large scale, will waste valuable time.
Call recording is crucial so managers can monitor their team’s performance and listen to a customer’s query first-hand. But make sure the software supports desktop notifications so your team receives a notification so they don’t miss any calls.
Training may only be a demonstration video or an instruction manual, but as long as you understand how the software works, that’s all that matters. Or, if you’re a mid-to-large business, then the provider may send a representative to train your teams and install the system.
Whichever you choose, contact the provider to ask about training so you can get things up and running quickly. Note, some solutions take a few hours to implement but this is problematic if you’re running a large team.
Remember, the longer it takes to install, the more money you’ll lose from frustrated customers.
For businesses, security is paramount as important data stored digitally.
Because of this, you must find a provider that uses state-of-the-art encryption so your data is safe and there’s zero chance of identity theft. You also want to guarantee that your customers are protected especially when sharing sensitive information like bank details.
Choose a provider that offers around-the-clock technical support either by live chat or telephone. They must be responsive because you never know when a problem may arise.
You should also do a background check on the vendor to consider their experience. Don’t be afraid to ask for referrals from other users so you can get honest feedback. If the provider is unwilling, then consider it a red flag as they’re likely hiding something.
Also, check out their social media pages, especially Twitter. Check whether the company has ignored any customer complaints or if they go the extra mile.
When comparing call center software solutions, figure out whether it’s scalable. For instance, ask the representative whether you can easily add or remove agents.
Make sure the system can handle a huge number of calls, especially during the holidays, and whether you can customize features or if you need an IT team to do this for you.
That’s How to Find a Call Center Software
Hopefully, after reading this article, you can now find the perfect call center software for your business.
As you browse options, consider your needs and then factor in the price and features to find the ultimate provider for you. It’s also crucial that they have 24/7 technical support and fantastic customer service to guide you through the process. Good luck!
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