How to Select a Call Center Solution?

Posted by Jay on November 25th, 2020

Nowadays, 7 out of 10 call centers are powered by a feature-packed call center solution. Not only this, but 6 out of 10 businesses are also using call center solutions to handle their day to day business communication.

To meet this increasing demand for this software, many companies have launched call center solutions. Each of them offers almost the same features and negligible price difference. This makes the selection process difficult. They all look the same does not mean that you have to buy it from a big brand because big brands might charge high for maintenance and up-gradation and even license cost. Moreover, they may also have some hidden charges.

If you are confused in the call center software selection, leave your all stress behind. In this article, you will learn the top tips to get the right call center solution for your business.

1. Features you need

If you have thought or decided to buy a call center solution, then you must have some requirements or use cases. It means, whether you will use it to handle customer concerns or you will use it for lead generation or any other purpose; you need to know the basic requirements. Based on the basic requirement list, you can have a list of must-have features. You need to make sure the software you are considering has all those features in a basic or an advanced plan.

If you do not have any standard needs, you can skip this step. This is possible if you have decided to get this software as your competitors already use it or you want to gain a competitive advantage. In this case, skip this step.

2. Advance offerings

Whether you decide to get the most advanced version of a call center solution or not, you need to ensure your system has advanced features. Although you start with primary features, you should have an option to upgrade without much hassle or paying for feature development.

Some of the most advance and useful features and add-ons are:

• Data verification: verify email addresses and phone numbers
• Soundboard Avatars
• Graphical reports
• Disposition bucket
• Collection module
• Transform into a remote call center

3. Scalability

Scalability is a must-have characteristic. It is not a feature, of course. You need to know how much time and effort it would take to scale up your call center software.

4. Deployment time

Once you finish the formalities, how long will it take to have this software in a working condition under your access? It means how quickly the software will be set up and configured to let you use it. Cloud call center solution deployment time would be lesser than the deployment time of on-premises server-deployed software. It should take approx 2-7 days.

5. Hidden charges

Hidden charges can be billed by any business; whether a big one or not so established one. Therefore, being sure, and getting a written quotation is necessary. This will save you from surprises you may face after paying the kickoff payment.

6. Maintenance contract

Any software needs maintenance to have swift use of it. Support contract charges and terms highly differ from one provider to another. Therefore, you need to check the maintenance contract along with its terms and conditions.

Author Bio

Author writes articles on call center solutions and relevant call center technology topics such as call center CRM integration, call center social media integration, hosted call center software, etc. He further covers the content on VoIP technologies and other software.