Call Center Solutions

How to select a call center platform

Selecting effective call center technology is a matter of identifying the risks associated with each product being considered.

Before beginning the software selection process, companies should determine the goals of the business, the key requirements for new call center software, and how the new product will fit into the overall technology environment.

When choosing a Call Center Software Platform it’s useful to consider some recommendations of what to look for in a program:

  • Clear, navigable lay-out; the General User Interface ( GUI) should be clear, easy to read, and plain to understand;
  • Real time statistics; a user should be able to process the displayed data and make correct decisions based on those real time statistics;
  • Call back function; the call center software should give the caller the option of a callback if the line gets congested at the time of call; 
  • Built-in Interactive Voice Response (IVR); this will allow the call center agent to spend the time more productively;
  • Call routing; it matches the caller’s time of call, geographical location, and other information to the call center agent that best meet those criteria; 
  • Flexibility; a call center software should contain customizable features and flexibility to adjust to the changing needs of the company;
  • Pop up screen; when a call center agent receives a call, a pop up window should immediately appear on the screen with the caller’s name, address, time of call, issues resolved in the past, and other pertinent information displayed;
  • Monitoring capability; it should also give administrators access to the phone conversations so that they can supervise and improve the performance quality of the agents;
  • Cost-friendly; the call center software should come at competitive price.  
 

Learn More About:

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