TMCnews Featured Article

When considering making the leap to purchasing a predictive dialing system, there’s more to think about than just cost. While it makes sense to try to get the best value for your money, there are other important considerations that must be factored in. The following are some points that are worth weighing, before putting down your hard-earned money:

Modularity: Is the system you’re considering a modular one? Can you add on features as needed? Make sure it is, so that it can grow with your business.

Features: Speaking of features, predictive dialing systems come with a plethora of options. Make sure the one you’re considering at least offers different types of dialing modes (Predictive, Fixed rate, Quick Connect, Preview and Manual). Also look for a dialer that can handle a blended campaign; that is both inbound and outbound calls.

Recording: Recoding all calls is legally required in some industries, but it’s a feature that every call center should consider. Recording is a powerful training tool as well as providing a verbal verification on transactions, if a question should arise down the road.

Integration: Most call centers today have some type of CRM software. Whether it’s Windows based, Web-based or proprietary, you should look for software (such as that offered by SpitFire Predictive Dialers), which can seamlessly integrate with almost all CRM applications and PBXs.

Price: Sometimes it can be difficult to estimate the costs of call center software prices because the total cost depends on installation charges, the type of equipment you select, and the options—recording, monitoring, integration, headsets, etc.—you choose. Hosted or cloud-based solutions appear to be an inexpensive solution until you start doing the math. On the other hand, premised-based solutions offer the best of both worlds because the manager application (dashboard) is browser-based but it is a onetime cost. (With hosted you never own the software.)

Ease of Use: The call center environment often experiences a high employee turnover, so be sure that whatever you choose is a system that managers and agents alike can quickly learn how to operate.

Security: This is a major concern these days, with hackers invading Web-based applications everywhere. But you can have the best of both worlds by utilizing a dialer like the SpitFire Enterprise, as its manager is browser-based, allowing campaigns to be accessed from anywhere on your LAN while keeping your data secure.

Support: Make sure the support you engage is at the top of their game and available 24x7. Clients never want to hear that “….you’ll get back to them.” A problem solved immediately creates a customer for life.