Your contact center software forms the basis of your customer service capabilities, so it’s important to choose the option that will produce the best results. You never want to end up with a solution that doesn’t work for your business, so there are several things you need to know about each option. To see what you should ask about your potential call center software, take a look at the questions below.
How well does it meet your needs?
You’re choosing call center solution for your current needs — and any needs that develop in the future. Before making a final decision, consider the features and capabilities that will best serve your customer service needs. Look for a solution that will empower your agents and support your business goals. Carefully consider each option’s ability to keep up with technological and strategy changes. Make sure you find contact center software that will grow with your company for years to come.
How easy is it to use?
Whether your call center has 10 seats or 500, introducing new contact center software requires a significant investment of time and energy. Your new solution should offer a learning curve that all of your agents can manage with success, ensuring good results across the board. Your software’s provider should also provide reliable onboarding and ongoing support. Having an experienced instructor on hand during the transition can help you avoid many common issues and hiccups. With a quick deployment and access to support staff, you can enjoy a call center that continues to lead in customer satisfaction.
How flexible is the solution?
Your call center continuously experiences changes, so you need a solution that can keep up. When looking for call center software, search for options that can easily accommodate these changes and, most important, can adjust without high costs. Many software solutions offer the ability to adjust the number of seats without paying more. You also want to have control over the features, minutes, and customizations available without needing to invest a significant additional amount. The more flexible the solution, the better results you’ll see.
What features does the solution offer?
Once you’re sure the software meets your needs, it’s also important to consider the additional features and capabilities offered by the solution. Automated features offer a great way to enhance the customer experience while also increasing valuable agent uptime. With contact center analytics, you can use important data to understand customer behavior and improve every interaction. Some of the features to consider include:
- Real-time & historical reporting
- Interactive Voice Response (IVR)
- Automated Call Distribution (ACD)
- Customized routing
- Call queues
- Call control
- Skills-based routing
- Conference calling
As you consider the features offered by each option, determine which would provide the most benefits to both your clients and your contact center agents. If a solution lacks a specific capability, ask about any potential plans to develop it. While you may not get everything you want, you may be able to enjoy it in the future.