Has the thought crossed your mind that your call centre software solution is not suitable for your team? If so then this is the right time to sit down and evaluate the current call centre software solution. Given below are some of the 10 important questions you need to ask yourself about call centre software solutions, and once you have finished responding to all of them then it is time to move on with the decisions that would fit with your team needs and requirements.
Am I able to access my call centre from anywhere I need whenever I need too?
Have I been driving in office on Saturday to pull out the metrics for Monday morning meeting? Does my call centre fall apart when I travel and do not have the access to call centre monitoring, real time metrics and call conferencing when I am out of office? Do I wonder how the graveyard shift sounds on all the live calls but do not want to drive to office in order to find out why. You need to remember that progressive call centres are browser based and thus all the teams would need to use them through computer and internet connection. And if you like to access your call centre software while you are at home then travelling out of office, browser based call centre would be the best option for you.
Am I paying too much that what’s required?
How much is my current call centre software solution costing me and my business each and every month? How much am I paying for the calls? The Add-ons? Is the amount more than what I could actually afford. Is it really worth paying so much? So if your current software solution has become too expensive due to the hidden, add-ons and skyrocketing telecom costs, then it is the right time to consider switching to a more affordable solution with all inclusive pricing. This would make it even simpler to allocate the sufficient funds leveraging a new contact centre software solution so that when the bill comes the sticker shock won’t be there.
Is the current solution really scaling with my team?
If the current solution does not seem to keep up with your team changing business then it’s the right time to switch to another that could help you cope up with your team. So try and make a list of all the contact centre software solutions must haves and see if the current solution matches it all the haves or not as mentioned in your list. And if it does not then it’s time that you find one that does.
Do the agents find the call centre software solutions helpful and easy to use?
If there are agents to complain about your call centre software solutions then it is high time that you do have a look at it. After all they are the ones who use it day in and day out so they have to say if whether it fits their team or not. So try and take out time in order to poll your agents about the features they have been struggling with, the features that they have been carving out and some other call centre software pain points. And in case you find their complaints valid then it is time that you take the leverage of getting solutions that could meet up with all their needs and requirements.
Have I been spending a long time for upgrading the current solution?
Updating an antiquated software solution and infrastructure is a time consuming process. So when the costs outweigh the benefits of having an on premise solution then it’s the right time that you move to cloud based or browser based call centre software solutions.
To conclude if you’re current software solution is not providing you with sufficient support and your businesses has been suffering as a result, then try and consider moving to a solution that would lead you with some better results. While evaluating a new call centre software vendor do not forget to ask about their average response time, support channels, how many support agents do they have on staff and the support hours of availability.
Abhishek Jain has over 10 years of experience within the BPO Industry and Finance and Accounting outsourcing services. Business Process Outsourcing (BPO) Services India delivers and manages various offshore/onsite projects in various technologies and domains.