How to Choose the Right Call Center Software for Your Business

 

How to Choose the Right Call Center Software for Your Business

Ryan Adamson

Ryan Adamson

 

Communication centers are an integral part of any organization. It manages all incoming and outgoing contacts, making it essential for driving efficient and effective business operations.

 

As a business owner, you probably know that choosing a reliable call center as your service provider (CCaaS) for your company is important. That’s because completely transforming your business’s contact center into a powerful communication hub is only possible with the right tools.

 

Many companies offer CCaS in the UK and other parts of the world, but how do you know which software will suit your sales and customer service calls? What factors should you consider? That's what you'll find in this post. Keep reading to learn more.

 

Check out the features available

 

The first thing you need to do is look at the features that come with the software out of the box.

 

 

 

 

Here are some of the features to look out for:

Automatic call distribution (ACD): As an important call route tool, this feature allows users of call center software to make calls to groups or individual agents based on pre-established terms. It also provides businesses with better line management, helping them to plan and manage a number of calls.

Statistics and reporting: These features are helpful in expanding your call center, helping you achieve better results. With analytics and reporting tools, you can track the performance of each customer service member or team of vendors using real-time dashboards. These reports can be used to train your staff and solve customer problems. In fact, Harvard Business Review statistics found that a business can improve conversion rates by up to 60% by prioritizing chat analysis and using call center data to guide high-value expectations. (1)

Mobile app support: Get software that provides mobile app support as cell phones have become the command center for all consumer features. Some business plans actually allow users to answer calls using smartphones or other mobile devices. It means that your agents can contact customers anytime and anywhere.

Omnichannel interface interface: In addition to mobile app support, the call center software of your choice should also support other channels, such as webchat and email, by managing all activity on a single interface. Customers will likely contact your reps with their preferred forum. This feature saves real time as there is no need to switch between different applications to answer questions or provide solutions to customer problems.

Indeed, the best features of the call center system still depend on the goals of your company. No matter what the functionality your business should take advantage of, however, be sure to check yourself before withdrawing money to use the software.

 

 

 

Check its ease of use

Choosing a communication center system with the right features is not enough. Make sure you check the ease of use of the software, too.

 

How long will it take for your customer service and sales team members to become proficient in managing software tools and implementing their features? You are looking for a software tool with a clear and easy-to-use interface that eliminates the need to invest additional training resources.

 

Here's a helpful tip when checking the ease of use of your call center software system: Have one of your customer service representatives or sales agents test the software and see if they can roam the area as professionals in just a few hours.

 

Consider the software's ability to integrate with other business tools

 

Another important factor to consider when making a software choice is the combination of tools. Tool integration is the ability to exchange data between applications and make them synchronized.

 

How important is the combination of tools? Well, you know that taking or making phone calls is not the only job the customer or retailer has. That’s why you need a communication center system that can easily integrate with your CRM and other business tools.

 

When your software provides seamless integration with the omnichannel agent interface, your customer service representatives and sales agents can save time, which means they can focus on what they do best — entertain customers and close many deals!

 

Update system rating

Software firmness is an important consideration if you have plans to grow your business in the future. The mobile contact system allows you to do the following:

• Have control over the value of customer service and vendors in your company (easily add or remove agents)

• Perform the required configuration without interrupting your current operation

 

• Get a certain amount of technical support according to your needs

 

Also, with a reliable communication center software tool, there is no need to choose the most comprehensive package and get all the features provided in the beginning. Many CCaaS providers who value rating use the 'pay as you go' model, which gives their customers the opportunity to downgrade or upgrade at any time.

 

Check the level of security provided by the software

 

Many companies have experienced data breaches in the past. This is especially true during this epidemic where remote work becomes commonplace, and 70% of employees from all over the world (WFA) are used and still use poorly managed, unprotected devices to access business plans. (2)

 

That’s why when choosing a CCaaS company, it’s important to check the level of security offered by the service provider software. Do it by asking the following questions:

 

• Where is the customer data stored?

 

• How does the service provider protect the customer information collected?

 

• Who can access the database, and how?

 

• Do they have certificates of genuine compliance with regulatory standards?

 

• What process is in place for the manager