A call center is the centralized department of a company where every customer-related phone call is sent and attended to. Managing many calls without having computer software is like pumping your car tires with your mouth.
Call center software relieves the company as well as the agent of any difficulty in rendering their services. It is a system that helps agents properly organize the CRM system, and access proper analytics, and customer metrics to understand the customer’s priority while on a call. Or you can opt for a PTSN. PSTN is short for Public Switched Telephone Network and refers to the traditional telephone system used for voice-oriented communications.
It can be hard to select good call center software. Certain software can properly analyze customer metrics while others’ functions may be mediocre. When this situation occurs, the effort of the customer care department in delivering good service may hit a wall.
Therefore, it is extra important to select the best call center software to deliver better customer service. That’s why you need Cloud Call Center software. This article answers the 6 basic questions that need to be answered before you can choose a call center software.
Things You Should Consider Before Choosing a Call Center Software
There are several questions you need to ask yourself or the software company before choosing a call center software.
1. Does it Coexist With Existing Tools?
If you need to uninstall or reset your existing tools before using a call center software, there is something wrong with that choice.
However, no one wants to go through the hassle of removing and replacing tools when other software can easily integrate with the existing ones in the company.
2. Does it Allow Remote Work?
COVID has changed the face of work forever, and remote work is a new era. Moreover, work-from-home trends are now between 60% and 70% of US jobs since post-COVID.
This statistic is guaranteed to be much higher for positions such as call center agents and customer care. Therefore, if you intend to recruit or retain the best hands for the position, you need to follow the trends of work.
Choosing a call center software that has features that facilitate remote work, like Cloud call center, will put you at an advantage.
3. How Long Does it Take to Set Up?
Setting up call center software should be easy. Any member of the team should be able to set it up for work to begin in earnest. After the software engineers have done their thing, it should not take more than 20 minutes to set up the software. Anything more than this is a hassle.
4. How Would it Fare in Peak and Trough Periods?
For call center agents, there are times when calls will be so numerous that it could be deafening. There are also times when the calls come in scantily. There is little an agent can do to control these periods. Therefore, it is important that the call center software can manage these periods well.
There are times when the calls coming in are too much for the agents available. The software helps keep the customer engaged until an agent is free.
5. What is the Pricing Structure?
It is important to get a call center software your company can afford. You must consider how much income your business generates, how much you can invest in new software, and how much impact introducing new software will have on your business.
6. What Do Training and Support Look Like?
Training the agent is as important as getting the software itself. If the software is difficult to learn, it makes the whole call center process frustrating.
The software must be user-friendly and the agents must be familiar with each of the sections. In some cases, you need to request a demonstration.
Some software comes with free training, tutorials, and support. So, you do not need to pay separately for it.
You need to consider this factor before choosing a call center software.
Cloud Call Center: How Special is It?
On a scale of 1-10, Cloud call center software will score a 9. The cloud-based software is service-specific. Every one of its features is spelled out and is mostly independent of each other.
For call center agents, customer care executives, or any business executive who is interested in customer service, the following features should make clear sense to you.
1. Omnichannel Platform
With omnichannel, you can connect with customers who are making calls from different platforms and service providers. The AI-powered platform is capable of utilizing channels like video calls, SMS, phone calls, live chats, and social media channels to attend to customer queries at the same time by different agents.
2. Wonderful CRM Integration Software
As a business person, if you ever thought of how quickly you can integrate customers’ complaints and complaints into corporate business decision-making like sales and marketing, help desk, price control, branding, etc., then this software is for you.
The Cloud call center software is easy to set up and can seamlessly translate with other software such as Oracle Service Cloud, Zendesk, and Salesforce which influences the final results of that software.
3. Employee Management
When it comes to doing business appraisals for your call center team, Cloud call center software helps you properly analyze the performance of each person. As a supervisor or manager, you can easily keep track of your employees’ key performance index, and get comprehensive data and metrics through your dashboard.
4. Industry Recognition
Cloud call center software is internationally recognized and has been given various awards, which can attest to its history of reliability.
Some of the multiple awards include; ‘Captera shortlist 2020’, ‘CCW Excellence Award’, ‘Software Advice Frontrunner 2020’, ‘ High Performer Mid-Market 2020’, ‘ Frost and Sullivan Excellence Award’, ‘User Love Us’ etc.
Conclusion
Most companies live off the image they leave out there with their customers. Maintaining a good image can be possible by using the right call center tools and software to maintain a good relationship with the customer.
As a company, a call center agent, or a business manager, you need to put in a lot of thought to select what would help in the long run. Choose Cloud call center!
