Choosing the best contact center software for your business can sometimes be difficult especially if you're not up-to-date with technology and don't know the right questions to ask.
There are many contact center solutions, from on-premises to hosted solutions, including cloud PBX and cloud contact center.
Often, companies are concerned about the size of their operations, such as the number of agents, number of calls handled, budget, and the decision to move from an on-premises solution to a fully cloud-based solution.
While these are necessary metrics to consider when making a decision, other relevant questions would improve and facilitate the selection of the most appropriate solutions for your business.
How to choose the best call center software? Ask these 15 questions
- How does it work with your existing tools?
- What is the setup time?
- Will it allow my business to increase/decrease operations?
- Can your agents work remotely?
- How are the reporting and analysis tools?
- How is the pre-deployment demo process?
- Can the system handle busy periods?
- Does it have a multi-channel feature?
- How easy is it to add new users?
- Is the software user friendly?
- Can the software track positive and negative results?
- How is the training and support?
- How much does it cost to set up?
- What is the pricing structure?
- Does it have industry recognition (awards)?
How to find the best call center software
Providing customer support via phone calls is a great way to help users. However, fast-growing small businesses may find it difficult to handle a large volume of phone calls.
With call center software, you can answer multiple phone calls at once, answer customer questions faster, help your sales team reach a larger audience, improve your overall support process, and increase customer satisfaction.
When choosing call center software for your business, you should pay attention to some features, such as:
Interactive Voice Responses (IVR) –
You should choose a software solution that provides automated responses via IVRs, greets the customer when they call, and helps direct them to the right department.
Cloud Contact Center –
A cloud-based call center allows your remote team to serve customers from anywhere in the world without having to be on-site.
Multi-channel interaction –
Also known as omni-channel routing. This allows your support staff to respond to customers via social networks, live chat, email, phone calls and other channels using the same software.
Call forwarding and voicemail option –
You should look for software that enables voicemail and call forwarding features so that customers can share their queries even when call center representatives are not available.
With the questions above, your contact center solution decision-making process should be much more comfortable. If you still have questions and need clarification, you can. Contaque, a cloud-based solution is always ready to help you achieve your goals. Ready for a quick call?