Call Center Management Featured Article
Survey Shows What Call Centers Want in Software Solutions
In the call center culture, using software solutions is a common denominator when it comes to making processes easier. Call centers need to properly forecast and schedule their call center staff while maintaining service levels and providing the best service to their customers. The right software solution can help manage the aforementioned, and a recent survey highlights what call centers want when it comes to employing the right technology for their agents and staff.
Software Advice polled 385 random interactions of call center software buyers, and found that 46 percent of buyers are actually buying for the first time. What they found was most wanted among buyers was call recording features and computer-telephone integration (CTI (News - Alert)), even ahead of IVR.
An astonishing 46 percent of buyers actually had no software in place, and these first-time buyers relied on legacy processes to perform their tasks, like spreadsheets, manual call handling, and good ol’ pen and paper to track information. Looking to a software solution means keeping better tabs on what’s really going on in the call center, and 40 percent of buyers said they prefer a Web-based system.
To operate the most efficient and effective call centers possible, companies need to equip their call center agents with powerful, data-rich applications that enable them to provide optimum service to customers and prospects. CRM software and call center software are vital to achieving call center agent productivity and customer satisfaction.
What the research says is that the call center software market is headed towards a Web-based model. Web-based, or SaaS (News - Alert), is “ attractive to call center buyers for its advantages of scalability and convenience. There's generally no need to install anything, the software is updated automatically and most technical issues are handled by the vendor,” according to the survey findings.
One of the prime benefits of using a call center software solution is obtaining better customer satisfaction. By using this strategy, all dealings involving servicing, marketing, and selling your products to your customers can be carried out in an organized and systematic way.
Edited by Stefania Viscusi