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Selecting Call Center Software

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					Selecting Call Center Software
The prominence of call centers has created a huge demand for call center
software. Call center software is customized to manage interactions,
reducing hold time, immediate routing of calls to ideal agents, providing
detailed call reports and assisting in customer communication. Call
center software is generally integrated with CRM software. The software
helps in upgrading and improving customer service. It also enhances
efficiency by reducing costs. It is essential that call center software
helps in enriching the satisfaction of the customer with its in-built
features. It can decrease the call holding period by routing the calls
faster.
You should ensure you select appropriate call center software that
improves efficiency and enables to attend maximum calls. The selection of
call center software should be done keeping in mind to cut the operating
costs. The selected software should give effective details such as number
of phone calls attended the identification of the best agent who
successfully attended maximum number of calls, the hold times, the number
of callers who hung up on hold, etc. These reports help in analyzing and
evaluating and are of great significance in helping the management in
improving.
Process of selecting the perfect software
It is imperative to consider various aspects prior to purchasing any call
center software. The requests per month has to calculated, nature of call
centers, inbound or outbound, sales or service oriented, external or
internal. You should consider the number of agents as well as their
locations, determine if technical support is offered and does it assist
VoIP. Ensure the software has adequate room for future development. It is
always advisable to take the advice of management and the IT department
before deciding on call center software. Take into consideration the
installation time and go for software of your preference. The software
should be user friendly, the options should be openly available,
identification of callers and connection using database reports should be
instant. It should facilitate CTI (computer telephony integration) and
interactive voice response features.
Check with various vendors and choose one who is economical and suits
your budget. There are firms that provide services and products to help
businesses run efficiently. You should buy taking into consideration the
number of lines you have, the number of agents you are handling, the
number of operators and the products as well as services. You should not
buy software just by referrals. The software you select for call centre
should focus the leads to be taken, the leads under process, the leads
that are complete and that which went cold. The software should by all
means give complete report daily. The daily report is the evidence of
business developed. This report also indicates which staff has done
maximum potential calls and the duration taken. Such reports are
considered for giving incentives. The incentives earned are calculated
taking into account all the essential details given by this report. So
selecting call center software should encompass best features and
purchasing software should be done meticulously to ensure best results.
Promero is a leading provider of contact center solutions Together with
its partners, Promero provides innovative technology, strength,
stability, comprehensive consultation, implementation and support.
Promero is a Worldwide oracle certified partner for Siebel CRM and, IEX
Channel Partner and Authorized Reseller for TotalView Work Force
Management, Verint Channel Partner and Authorizes Reseller for Impact 360
Work Force Optimization, Cognos Channel Partner for Business
Intelligence, Voxeo Channel Partner for Voice Recognition and 1Vault
Reseller for data center services.

				
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posted:10/15/2010
language:English
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