Questions You Must Ask While Buying a Call Center Solution

Posted by Mike Hussain on February 23rd, 2021

A call center solution is a useful tool, which empowers sales and customer care campaigns. It is also somewhat expensive software, of course, which gives great returns. However, it becomes necessary to make sure the software you are going to buy will benefit you in the long run and on an ongoing basis.

In the market, you will get hundreds of options when you decide to buy a call center solution. Thus, when you decide to buy a call center dialer, you need to invest some time in investing the righteousness of the software. In this article, I will share the top questions that you must ask your shortlisted vendors to make sure you make the right decision.

1. Usability

The first thing you must check in a call center solution to be purchased is its usability. There are three aspects of usability and some important questions related to it are as below:

• How easy is it to use the software by admin and agents?
• How accurate the software is?
• How clean the reports are?
• Which are the major KPIs to monitor?
• How easy is it to setup automation rules?

These are the important questions and each must get the answers in yes with some explanation related to the same.

2. Scalability

When you buy a dialer, you will commence with some agent seats, which means some parallel call capacity. You may also decide to go with limited features and functionalities. However, as your business grows, you will need to scale up the software so it can support more concurrent calls and give you advanced features. Thus, it is necessary to ask all the important questions related to scalability which are as below:

• How many concurrent calls the dialer can handle? The answer needs to unlimited with the correct hardware and features.
• How long will it take to scale up the capacity? It has to be within a few days or weeks.

3. Flexibility

Flexibility in other words is called compatibility. You must be using some software and tools in your business and quite likely to add more in the future as well. It is necessary to make sure you can, not only use these tools in harmony with the call center solution, but can also integrate your business tools into the dialer. To assure this, ask the following questions:

• Will your software be able to integrate our ePBX or LMS or CRM solution?
• How easy will it be to add other software into the dialer?

4. Support

Last, but not the least, is support. The call center software is a technical solution. You may need some sort of technical support at a certain point. At that time, you will need to take support from your call center software provider. To make sure there are no aftershocks, ask the following questions:

• What is your hourly rate?
• What are the terms related to the support contract?
• How speedy the support tickets will be resolved?
• Will you offer support during our working hours when it is urgent?

Author Bio

Author works in a company that offers different call center solutions such as hosted call center solution, omnichannel contact center software, etc.  It also offers VICIDial customization services. The company also offers various services such as call center WhatsApp integration, VICIDial customization, etc.