Mistakes to Avoid When Choosing Call Center Solution


When it comes to choosing call center software, you are looking for a tool that meets the needs of your organization as well as customers while keeping cost in check. Customers want quick solutions to their queries, and a reliable contact center solution can come to your rescue. However, there are a few common mistakes made by some organizations while choosing a contact center tool.

checklist1. Feature list

The most important part of any software is its array of features. When you are looking for a call center solution, you want a tool that has all the features needed for the smooth running of your business operations.

Some enterprises ignore this aspect of software search and do not consider tools on the basis of must-have features they cannot compromise. It’s important to take time to explore the feature list of available tools to ensure you get exactly what you want, like power dialer, click-to-call, voicemail, call barging, call monitoring, historical and real-time reporting, predictive dialer, among others. You can make a list of the features and then shortlist systems offering the same at cost-effective prices.

2. Integration

Can the call center software integrate with your existing business tools? Some enterprises pay little attention to integration when they are exploring a software tool for their business operations. As a result, they struggle to optimize benefits from the software that does not integrate with their existing technology. When it comes to choosing a contact center solution, make sure it integrates with your CRM, social networking platforms, and ecommerce platform, among others.

Integration with existing systems will help transform your team’s efficiency and productivity. A fully integrated solution will prove to be a game changer for your enterprise and make customer service more efficient. When searching for call center software, look for one with automated feature, which will help automate repetitive tasks for your staff.

3. Scalability

When shopping for a call center solution, make sure the software is flexible and scalable enough to meet the ever-changing needs of your business. Most enterprises ignore this crucial feature and buy solutions that do not scale, which means they cannot accommodate the expanding needs of their business, making such tools redundant after some time.

When you are exploring your options, try to find answers to these questions. Can I add/remove agents with this tool? Can your system handle bulk volume? Can I customize features? How often do I need to update the software? Is the updating automated or manual? Are there extra charges for updating the system?

Presentation, Training

4. User friendliness

The last thing you want is the shortlisted software being difficult to use, maneuver, or navigate. You are investing in a software solution to make tasks easier and not to add to your miseries. It is critically important to choose call center solution, which has an intuitive interface and is easy to use so that when a customer contacts you, they get immediate solutions to their problems.

You don’t want a system that is difficult to use and keeps your executives struck at one page due to its complexities. Your agents should be able to proficiently navigate through the system within a few hours.

The software should not be a nightmare to implement, but a breeze to install and roll out. The deployment process should be smooth and less time consuming – the longer it takes to roll out a solution, the greater the frustration for customers and the higher the overall cost to you.

It will help to have end users, that is, the customer care executives test drive the software before you make it a part of your business. This could save you a lot of headache down the road.

crm5. Technical & customer support

Customer service and technical support are critical factors to determine whether you should go for a system. You don’t want to purchase a software solution that comes with its pack of complexities, for which you need to contact the vendor. In such cases, the vendor should be immediately available.

Is the company responsive? Do they provide 24/7/365 service? Are their technical professionals available round the clock? Can you rely on their customer support team? Try to find their average response rate.

A vendor that doesn’t provide ongoing customer service will lose out to the competition. Look for customer feedback and reviews to ensure that you choose the best ally that can respond immediately to your queries and offer solutions.

Still wondering which call center solution would be the right choice for your business? Worry not; help is here at ITQlick. Our team of highly motivated professionals can suggest you a comprehensive contact center solution that will boost your business efficiency and improve customer service.