There are so many websites making one call center software comparison after another that it is very hard to decide whom to believe. There always lingers a bit of doubt that the author of a call center software comparison may be leaning toward one software product to the detriment of the rest on his review list. Thus business people tend view a number of comparison articles before finally deciding on the software that best suit the needs of their call center.
The most logical first step in the search for the most appropriate call center software seems to be to list down all the features which will benefit your particular operation. From there you can narrow the field down by crossing out software offerings without your required key features.
If you want information fast, you can view the features of more than a hundred call center software through the website of VOIP-info. The site even has a filter which allows you to choose dozens of call center software features. The filter can give you a shortlist of software which contains the features you are looking for. But your search should not end there. There are a few basic features of good call center software, some of which may not necessarily be on the list of features. Here are some of them:
Your agents will appreciate a user-friendly layout. After all, call center software is meant to make life easier for your agents. A layout that is hard to understand increases the chances your agents will make a mistake; that is something that can adversely affect efficiency and even your relations with the client. A good layout means easy to understand and easily navigable.
Monitoring and assisting features are very important. Really good call center software allows you to monitor agents in real time. There are also some which allow you to assist the agent by providing information he needs on the screen or to actually coach the agent through whispers. In the worst case, there ought to be an option to take over calls the agent cannot handle properly.
The call center agent, his supervisors and managers will benefit from statistics provided in real time. These statistics can include but not be limited to name and details of the client, call duration, number of calls being fielded, number of calls waiting to be answered, and duration of time waiting.
An interactive voice response (IVR) feature helps qualify calls so you can make informed choices on the most appropriate agent to assign the call to, and its urgency. Qualifying calls also increase efficiency by reducing time which an agent spends asking questions.
An automatic call distribution system is indispensable to call centers especially those with a large number of agents. It is this feature which efficiently distributes calls based on caller location, agent availability, caller selection and other pre-programmed details.
The last feature is scalability. This ensures the software can handle the ups and downs in your demand – this is something inherent in cloud-based call center software solutions.
The time you spend choosing the call center software that best meet your requirements is an investment in operations efficiency. Take all the time you need to make the best choice.