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Selecting the right software for any call centre organization is one of the most difficult tasks any one would come across, as this is not just the quality of the service you would be offering to all your clients and customers but even makes the customer depend on you and the technology you have for them. And since the market today is believed to be a place filled with different software’s and technologies, it could be a herculean task to shift through various options finding the right solutions that fits in your needs and requirements. Given below are the 10 important questions you need to ask yourself before you choose software for your call centre industry.
Do we need to have any hardware that would help in enabling the call centre application to function?
The requirement of purchasing hardware for the call centre industry adds a burden to you and your business, as this is something that could complicate the entire process of implementation and support. A hardware application makes the call centre industry lose all their portability, extensibility and the other needs and requirements in terms of monetary investment and maintenance cost.
Are you paying too much for the software?
Before asking yourself with the above question check how much is the current software costing your business each and every month. How much are you paying for the calls, the upgrades, the ad on, the licence and the last but not the least the agreement? Has this been worth it? If the current software that you have been using has turned out to be the most expensive one in terms of the fees, ad on and the skyrocketing telecom costs, then it is the right time to shift towards a new one with all inclusive pricing. This would make it simple for you and your organization to allocate funds leveraging the new software solution.
Are your call centre agents comfortable in using the tool?
Have you been surrounded with too many complaints from your call centre agents regarding the software you have been using? Do they continue that your software is still lacking behind and is nowhere helping them? Is the user finding it very difficult to understand the entire process? Are they still struggling with the features? So if you think that all the above points given by them are painless and valid enough then it’s the right time to leverage a solution that meets their needs and requirements.
Is the software that you have choosen open for customization?
You need to understand and know that too what extent the software that you have choosen adapt and run the system for customization. The entire business process here needs to be in sync in order to streamline the operations and ensuring team collaboration. Remember the entire software solution has to be customizable to design the automation rules, the routing parameters etc as per as their needs and requirements.
Is the current solution reliable enough for you and your organization?
You need to check and know if your current software solution is living up to the mark when it comes to availability, the reliability and uptime. Have you come across any sort of technical issues? Are there any outages common? Have you been fielding too many complaints of the phones being down? And when it comes to call centres even one single complaint of the calls being dropped down or ignored by the call centre agents would lead to a huge impact on the business as a whole.
To conclude deciding when it’s the right time to switch to a call centre software solution could be a daunting task. But it would never be when you ask yourself the above mentioned questions.
Author bio:
Abhishek Jain is a young, professional blogger with 10 years of experience In the BPO Industry Malaysia. He writes about Finance and Accounting Services, Spend Management, Human Resource Outsourcing and many more related to a call centre industry.