Selecting CallCenter

How to Choose Call Center Software

by Cheena,on Dec 18,2019

Selecting best call center software is most important for call centre. As we know that call centre employees have to work with telephones and smart phones. It is very important for organization that provide good call center software so that the employee can work without any obstacle.

There are many companies’ that provides call center software. Choosing the best call center software is very essential so that it will upgrade your brand value. Call center software is a tool which is equipped to handle the customer interactions for an organisation or a call centre. These interactions are broadly termed as inbound & outbound interactions. The channels which are used in these interactions are voice and the digital mediums e.g. Email, website chats and social media.

Choosing the technology for a call center should be taken in a structured manner. Below are the considerations to be kept in mind when selecting a call center software:

Type of call center software: Every call center has different requirement based on size, structure, industry and business goals. There are four types of call center software based on mode of deployment: on-premise call center software and cloud-based call center software. Both the solutions have its own advantages and disadvantages in terms of cost efficiency, security, integration, customization and reliability.

Price: If a business is hesitant to spend on call center software, think of the cost of losing a customer due to faulty software or lack of access to customer information. Therefore, a business should not spend more than necessary. Get clarity about expenses: implementation fees, training fees, price per agents, price of additional features. Endorse if any hardware is required to be purchased for the software to work.

Features:

The next step is to make a list of call center software features that you should have for your team to work at their optimal levels. Here are some important call center software features you must consider before purchasing a call center software.

>> Predictive Dialer:

A predictive dialer feature is an outbound calling system which automatically dials from the given list of telephone numbers. This increases the productivity of a contact center, so while choosing a call center software this feature must be considered.

>> IVR (Interactive Voice Response):

Automated Interactive Voice Response will help the callers to choose the service they are looking for, including language selection option while being guided through various pre-recorded voice prompts.

>> Skill Based Routing:

Skills-based routing is a technique used to get customers to the right agent to address their query. Skills- based routing allows contact centres to designate agents as specialists in certain products or issues. While choosing a call center software it is important to look into this feature.

How to Choose Call Center Software

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