You will face the challenge of choosing from a huge selection of call center software. Features and labels indicating that they are the best will even confuse you further as you try to make a pick. While many options are great, arriving at a single one for your business or organization is not easy.
You should consider several important factors when narrowing down many options. In particular, take into consideration the following factors:
- The size of your customer support team.
- The size of your company.
- Your budget.
- The number of calls to answer daily.
Clarifying these concerns will help you get a better understanding of what you need. Once you’ve identified what you need, you’ll be able to better choose a suitable software later on.
Key Contact Center Software Questions You Must Ask
As is the case with any investment, you need to be sure of getting value for your money before you invest in call center software. Never purchase something blindly without carrying out due diligence first. To help you, here are five key questions you should ask before choosing your contact center software:
1. Can It Integrate with Your Existing Call Center Infrastructure?
If you already have an existing call center infrastructure, you need to find out if what you are considering is compatible with your system. Ensure the call center crm software you acquire can easily integrate with your existing tools. That way, you reduce wastage and unwanted disruptions that can cause inconvenience.
Assess the benefits and improvements the system will add to your existing infrastructure. Remember that what you are doing is enhancing your support to customers and not interfering with anything. Most importantly, acquiring new software should help you improve customer satisfaction.
Investing in a tool that does not add value wastes your time, money, and other helpful resources. So, check the ability of the new software to work well with your existing call center infrastructure. Ensure also your staff members have the expertise to use the new call center software.
2. Is It Flexible and Scalable To Meet Growing Demand?
Over time, your business or organization will experience growth. A good call center software should thus be flexible and scalable to help you meet the rise in customer demands. It should handle both low-volume as well as several calls.
Scalability does not imply subscribing to the highest capacity of your call center software. Instead, it should respond to changes in demand. That is, it should adjust to your needs at a point without any requirement to pay for idle time. It should easily switch from low to high volumes of calls.
In addition to the scalability and flexibility, your system should also be reliable. Capacity is not just about handling customer calls but also successfully responding to their needs without fail. You may need to seek the help of an expert to assess some of these aspects.
3. Is It Transparent in Pricing and Relevant Cost Structures?
As a premise-based software solution, contact center software requires you to allocate initial capital and incur maintenance costs. These are not, however, the only costs you will incur. There are costs associated with your onsite call center team and others.
When choosing contact center software, ensure that all costs you incur for having it are open. Different providers have varying pricing structures. Some companies use a pay-as-you-go pricing structure where you only pay for relevant features you use in your organization.
Some software solutions are also cloud-based, meaning you do not incur any upfront cost, unlike premise-based solutions. You may also come across other plans depending on what you choose. As a rule of thumb, choose an option that saves you cost and won’t incur extra costs for services you do not need.
4. Does It Allow Your Staff to Work Remotely?
An in-house contact center software for a large company might not help solve customers’ problems. This becomes even more vital when customers come from different time zones. In such instances, cloud-based software is the most desirable. It allows your staff to work anytime and from anywhere.
You can hire service agents to help you respond to customer needs from different locations if you opt for a cloud-based solution. That means all your customers will have 24/7 access to customer support services. Further, you will maintain a central command center or hub where you can carry out any updates you need.
Solutions you can use at home are also great if you do not have enough office space to house a large team to provide customer support services. It saves you space, and you will still support your customers and foster loyalty. You’ve possibly learned the importance of this during and after the COVID-19 pandemic that changed how we work to date.
5. How Many Inquiry Types and Communications Can It Handle?
Meeting customer support needs means responding to their queries in all the most common means they may want to use in contacting you. That means you need a call center solution that can use various types of inquiries. The most commonly used types include but are not limited to the following:
- Text messaging
- Voice calls
- Social media
A good contact center solution should help you manage complaints from different sources while meeting your marketing needs. Even if you do not need all the inquiry types at the time, you may require them soon, so have them working. That will save you the cost of upgrading or getting a new solution to help you handle customer complaints and support.
Customers play a pivotal role in the growth and success of any business. You will enjoy loyalty and grow if you meet their needs and strive to offer them excellent services. Finding the most effective ways of meeting customers’ needs, especially in dealing with complaints is vital.
You can maintain close contact and effective communication with your customers with good contact center software. Asking the right questions will help you make a perfect solution that meets your needs. Choose the best software that helps you respond to customers on time and handle all their complaints or inquiries on time. All the best!