Is Your Call Center Using The Right Software?

Technology has revolutionized the call center

, facilitating customer service and technical support in ways that have benefited companies, agents and customers. When evaluating call center software, however, make sure to choose a product that provides the features your business needs.

Customizable Solutions

In general, when looking for any solution for your business it is best to look at tools that can be customized. Your needs are likely to be different from some other client's needs. Rather than trying to force an off the shelf solution to meet your needs, you will be better off finding a tool that is custom built just for you.

This is particularly important when looking for IT tools such as call center software. It's one thing when trying to match a product to your company's philosophy or culture. If necessary, you can tweak on your operations to fit the solution. However your IT environment is not so flexible. Call center software must not only work on the hardware you use, but must integrate with other technologies on the network. As server and network technologies change, can your contact center application keep up?

Secure And Compliant

The digital revolution has made it easy to store and retrieve information. Companies have built global networks that integrate storage media, software applications, and live agents into massive and responsive networks. With the rise of internet phone technologies, even the phone calls themselves have become part of the information network. Unfortunately, that same technology has also made information easier to steal and easier to lose.

Call center software must be able to collect, analyze and transmit information in a secure manner. It should prohibit unauthorized access to sensitive company information and protect data from corruption or loss. In some sectors, such as the financial and healthcare industries, federal regulations put a great burden on providers to protect information at all costs.

Usability

The IT department loves an application for its technical features. The accounting department adores the cost. Managers embrace the new analytical tools. The legal department is thrilled at the security. Unfortunately, after it's deployed the agents grow to hate it because it's clumsy, slow and lacks important features.

Too many organizations have made the mistake of evaluating technologies without getting input from the end users. Agents should be included in the process of buying call center software. They are the ones who have to use it every day, and they will have valuable insight that can prevent the company from making a very expensive investment into an ultimately worthless application.

The right software can greatly improve the efficiency of a contact center and improve the company's service arm. The wrong software can be a disaster. Careful evaluation and selection ensures you get the best tool for your organization.

by: Christine Harrell

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