How To Choose The Right Call Center Software For Your Enterprise

Ryan Adamson
Ryan Adamson

Ryan Adamson

Contact centers are a vital part of any organization. It handles all inbound and outbound contacts, making it critical for driving effective and efficient business performance. 

As a business owner, you're probably already aware that choosing a reliable call center as a service (CCaaS) provider for your company is crucial. That's because completely transforming your business's contact center into a powerful communication hub is only possible with the right tools. 

Many companies provide CCaaS in the UK and other parts of the globe, but how do you know what software will suit your sales and customer service calls needs best? Which criteria should you consider? That's what you'll find out in this post. Read on to learn more.

Check the available features

The first thing you need to do is take a look at the features that come with the software right out of the box. 

These are some of the features that you should search for and test out: 

  • Automatic call distribution (ACD): As a vital tool for call routing, this feature lets contact center software users assign calls to teams or individual agents based on pre-established criteria. It also provides businesses with effective queue management, helping them sort and manage vast volumes of calls. 
  • Analytics and reporting: These features are handy in optimizing your call center, helping you achieve better results. With analytics and reporting tools, you can track the performance of the individual members of your customer service or sales team using real-time dashboards. These reports can be used for training your employees and solving customer problems. In fact, a Harvard Business Review analytics found out that a business can improve its conversion rate by up to 60% by prioritizing conversational analytics and using call center data in targeting more high-value prospects. (1)
  • Mobile app support: Go for software that offers mobile app support now that mobile phones are already every consumer's command center. Some business systems actually allow users to answer calls using smartphones or other mobile devices. It basically means that your agents can get in touch with customers anytime and anywhere. 
  • Omnichannel interface: Besides mobile app support, the call center software you'll choose should also support other channels, such as webchat and email, by handling all transactions in a single interface. Customers will likely contact your reps via their platform of choice. This feature is a real time-saver since there's no need to switch between various applications to respond to queries or provide solutions to customer problems. 

Of course, a call center system's best features still depend on the goals of your company. No matter what functionalities your business has to take advantage of, though, make sure to test them out before shelling out money to use the software.

Assess its ease of use 

Choosing the contact center system with the right features isn't enough. Make sure to check the software's overall ease of use, too. 

How long will it take for your customer service and sales team members to become proficient in handling the software tools and take advantage of its features? You want a software tool with an intuitive and user-friendly interface that eliminates the need to invest extra resources for training.

Here's a helpful tip when assessing your prospective call center software system's ease of use: Have one of your customer service reps or sales agents trial the software and see if they can navigate the platform like a pro within only a few hours.

Consider the software's ability to integrate with other business tools 

Another essential factor to consider when making a software selection decision is tool integration. Tool integration is the ability to exchange data between apps and have them synchronized. 

How vital is tool integration? Well, you know that taking or making calls isn't the only job that customer service or sales reps have. That's why you need a contact center system that can easily integrate with your CRM and other business tools. 

When your software offers seamless integration and an omnichannel agent interface, your customer service representatives and sales agents can save time, which means they can focus on what they do best—making customers happy and closing more deals!

Review the system's scalability 

Software scalability is a crucial consideration if you have plans to develop your business further in the future. A scalable contact center system basically allows you to do the following:

• Have control over the number of customer service and sales reps in your company (add or remove agents easily)

• Make required configurations without affecting your current operations

• Receive a specific amount of technical support according to your needs

Also, with a scalable contact center software tool, there's no need to select the most extensive package and get all the offered features in the beginning. Most CCaaS providers that value scalability implements the 'pay as you go' model, giving their clients a chance to downscale or upscale anytime.

Assess the level of security that the software provides 

Many companies have experienced data breaches in the past. It's especially true during the pandemic when remote work became a trend, and 70% of work-from-anywhere (WFA) employees used and are still using poorly managed, insecure devices to access corporate systems. (2) 

That's why when selecting a CCaaS company, it's essential to assess the level of security that the service provider's software offers. Do it by asking the following questions:

• Where's customer data stored?

• How does the service provider protect the collected customer information?

• Who can access the stored data, and how?

• Do they have certifications showing that they really follow regulatory security standards?

• What's the process in place in managing security breaches? (How did the company solve a security breach they've experienced in the past?)

Protecting your customers' data has never been vital due to increasing data breaches. Get some peace of mind by choosing a software provider that stores data safely in modern data centers and backs up, encrypts, and monitors everything 24/7.

Conclusions 

Choosing the right contact center software for an enterprise isn't a piece of cake. Organizations must assess all the factors mentioned and discussed above to make their choice easier. 

There's a significant decision ahead of you, so compare all CCaaS providers and consider everything you've learned here before settling with a specific system.