The number of call center software solutions on the market continues to grow. After all, as technology continues to develop, it’s become easier and easier to utilize technology within your customer service strategy. There are things on the market in 2020 that customer service representatives of days past could only dream of, and some of these pieces of software will make customer interactions much more streamlined and efficient.
Choosing the right call center software, however, isn’t always an easy task. Making the best decision possible about which call center software to select takes time and energy. Informed buying decisions are essential to make sure your call center software works for your business and fits with your customer service strategy. Trying a wide variety of software programs may leave you feeling frustrated, out a lot of resources, and confused as to how your technology even works. But getting it right is more important than just getting it done. If you aim to get one thing right in your company, it should be your customer service efforts—happy customers mean more sales, which means a thriving business. The correct calling software can help you get there.
That’s why you can’t simply Google call center software options and start digging. Well, you could, but it’s going to be an uphill battle! Each piece of software has different tools, different price points, and different ways of working within your business. It’s completely overwhelming and may make you feel like you’re looking for a needle in a haystack. You want to go in armed with some knowledge and a basic game plan for finding a new calling software for your business.
Here are three tricks for finding new calling software in order to take your customer service game to the next level. By going into the shopping process prepared, you’ll walk away feeling confident that you’ve got what you need to make an impact with your customers.
Know What Type You Need
First things first: What type of call center software are you looking for? There are many different kinds that can be combined with others to give your customer service technology stack the best-possible chance at effectiveness.
For instance, do you need an automatic call distributor (ACD)? ACDs help get calls routed to the correct person. Call center monitoring software is more for understanding your analytics and tracking your key performance indicators. Predictive dialers can, as their name says, dial predictively and connect people with a representative. All of these pieces of software are different but can be used together, and certain software may contain all three. There are also many other features available in call center software, like technology that brings together all communication channels or that utilizes high-level speech analytics, so knowing what you want your call center software to do is essential. Once you know the type of software you’re looking for, you can begin your search without getting overwhelmed—if a certain software doesn’t offer the features you’re looking for, you’ll know instantly it’s not the right one for you!
Pieces of software that work together are part of any tech-savvy company’s customer service strategy. But some integrate much easier than others. Your call center will interact with many other aspects of your business, so it’s important to choose one that works well with other facets of your customer experience. A disconnect will lead to angry customers, impatient representatives, and fewer sales. You also don’t want to invest time and money into a piece of software only to learn that in order for it to be fully functional, you need a few other pieces of technology. You need to have the full picture of where this software will fit.
When seeking out call center software, think of the other pieces of technology you work with, and see how they work together. Sometimes, it’s a dream scenario: Call center software plugs easily into another piece of your customer service strategy, and things flow smoothly. But other times, integrating them may be expensive or even impossible. Make sure you know how your customer service experience will work with this new software and how well things “click.”
Talk to a Representative
You can learn a lot about a piece of software online. But nothing will beat talking to a real, live representative. These days, many of us will do anything to avoid being on the phone. There are help desk e-mails, FAQs, and social media livestreams to help you answer customers’ most frequent concerns. While those things are terrific, your call center software is too important to your customer service strategy to leave to online interaction.
Why do you need to actually get a representative on the phone? Plenty of reasons.
- You can learn about features of the software you didn’t know existed.
- You can ask specific questions about integration.
- You can learn about any special deals or promotions the company currently has going on—often, these aren’t listed on the software company’s website.
- You can ask other specific, pointed questions that aren’t on the company’s marketing materials.
- You can inquire as to whether that company uses its own software; it’s a major red flag if it doesn’t!
But most importantly, you can get a feel for how that software company’s customer service is run. This is a company that will be vital to your customer service efforts, and you’ll want to know you can turn to it if the software goes down or if you experience bugs. If it’s nearly impossible to get on the phone, rude, unhelpful, or unprofessional, that’s going to be a problem for you down the road. By speaking to a representative, you’ll get a firm grasp on how high that software company places customer service on its list of priorities. You don’t want to work with a company that makes customer service calling software but doesn’t seem to care about its actual customers.