How to Buy Call Center Software
For most businesses, the single most important piece of software is the call center software. Business class systems usually start out costing a few thousand dollars, and the price increases proportionally to the size of the system and number of features that you want. The business class systems that we will discuss are intended for ten or more people in the office.
What are the features that we are looking for?
The features that convey value to your business and connect your business to the world are going to swell the total cost of the software. They will sell you all the features that you might need, but you need to be extra careful and select if it will add value to your current business or will it save you money in the long run.
What we need to consider for your call center software are the features that are beneficial. You might want to consider an auto attendant that will greet your callers once they call in. You might also need to check the conferencing features, especially if you are dealing with finances and have to talk to your customer and a person from his/her bank. Call hold are also adamant. You need to have great hold music while the employee is doing something else. Research shows that having a great hold music increase customer satisfaction.
Advanced features will append significant cost to the total system and will add an on-going cost over the life of the system. However, this could be offset by the customer service and time saving ability they bring. Some of the advance features that we can add are option to locate the last employee that the caller talked to. We can also put in the Computer Telephone Integration (CTI). It provides the ability for the phone system to interact with a computer system. Examples are a user clicking on a telephone number on the computer screen and the phone system automatically dials the number (reduce wrong numbers and save time). Or, when a customer is calling in, the phone number from the Caller-ID is automatically parsed and sent to the computer for identification and the customer’s account is displayed automatically even before the employee answers the phone.
The right call center software depends on your company’s needs. They need to be tailor fitted so that in the long run, it will definitely be worth the expenses or investment that you have made.