Call Center Scheduling Feature Article
August 02, 2012
What to Look for When Purchasing Call Center Software
By Jacqueline Lee, Contributing Writer
According to a study from Loudhouse Research, 69 percent of large business respondents believe that call centers are integral to revenue generation. However, with so many options for call center software on the market, managers often have difficulty deciding which products to choose.
When reviewing options for call center software, call center managers should consider specific criteria including functionality, implementation and cost, according to a new blog from Monet Software.
When considering functionality, managers should look for crucial elements such as recording and monitoring, retrieval and playback, and compliance. For call recording, purchasers should look for multi-site capability and on-demand functionality that allows management to either concentrate or bypass the function as needed.
Also, access to call records should be secure, with managers having the capability to search by a variety of fields including customer name, location or call type. Look-back call recording as well as the automatic deletion of calls that no longer have to be archived are also important functions to consider. All call recording procedures must support PCI-DSS compliance.
In addition to having useful features, call center software should be easy for organizations to implement. Questions to ask during the review process include:
· What are the time and effort expenditures associated with setup?
· Is the system configurable for specific call center needs and can it be integrated with current infrastructure?
· Is the interface easy to understand or will it require extra training hours?
· Can it integrate with legacy workforce management, quality management and performance management capabilities?
Another important element that all companies must consider is cost. In the real world, costs don’t end with the software purchase and licensing and the installation of needed equipment. Costs for call center staffing levels, training, internal operational costs must be considered along with fees for maintenance and future upgrades.
When executed well, call center software implementation will increase efficiency by allowing agents to spend less time directing calls and more time interacting with customers. Good systems also offer metrics that will assist with call center scheduling.
Ultimately, good call center software will make running a business easier, improve customer service and drive revenue growth. These qualities are the ultimate litmus tests for any business endeavor.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Amanda Ciccatelli