Reduced hold time
Letting the callers know exactly how long they will have to wait
Connecting them to the right agent at the very first attempt
Better scheduling of employees
Empathizing with customer
Sovling the customer's issues quickly and effectively
You need to match the features of the software carefully with your requirements before making your choice. You might be able to take more calls with the same number of employees with the right kind of software. It might also save you a few precious seconds from each call. Keep in mind that trying to save a few dollars in the initial investment might prove to be harmful in the long run. On the other hand, if a company is planning to upgrade the entire call center, the technological aspects should be their primary concern.
The following factors, however, should necessarily be considered:
Whether the software is for an existing call center or for a new one
The principal functions that you need the call center to perform. This might include the following:
Call blending, where incoming and outgoing calls are handled at the same time
Auto Dialer
ACD-intelligently route inbound calls
Auto Dialer which dials groups of phone numbers for connection to agents
The number of users, like customer service representatives, telemarketers, operators etc. whom you expect will be accessing the software
The number of agents who are handling the calls and their locations
The metrics that is used to measure the performance of the employees
Whether your call center would be handling only incoming calls, only outgoing calls or both
The phone system that you currently use
The IT resources which are available to maintain the system
The approximate number of inbound calls, emails and inquiries that you expect to outsource each month
The approximate date you plan to begin using the service
The kind of outsourcing coverage you need
Whether your requests originate from phone, online chat, fax, email or the web
Your estimated budget
The phone systems or databases that the center will need to connect
The additional services you need, like the web enabled stations, processing credit cards, regular reporting etc.
Above all, consulting and involving all the right people also plays a crucial role. The management, the IT department and the agents themselves who would be the people using the software, should all be part of the decision-making.
