Preparing for a call center software purchase
Most call center software purchases are for call centers that already have a system in place - even if it's a basic business phone system that simply hunts for open lines. Gather some information about your current message flow and call center procedures:
- How many requests do you handle per month?
- Where do your requests originate from? (phone, fax, email, web, online chat?)
- What are your primary calls? (inbound or outbound? sales or service? internal or external?)
- How many agents handle these calls? In how many locations?
- What metrics do you currently use to measure performance?
- What phone system are you currently using - are you set up for voice over Internet protocol (VoIP)?
- What systems will the call center need to connect with (existing phones, databases, CRM, etc.), and will your current software systems interface with the call center software?
- What's your budget for this purchase?
- What IT resources are available to help integrate and maintain the system?
- How will you measure the success of the new system?
Plan for the future
Answer these questions for your current operations while also considering the future. Think about your needs three to five years from now - if you're planning significant growth, you should purchase extra capacity now. A small extra investment now will save you considerable expense later.
Ready for VoIP
One technology decision you should make is when - not whether - you're going to switch your telephone system to support VoIP. Voice over IP has moved past the cutting edge into the mainstream, even for essential operations like call centers. Plus, the cost savings are so significant that you simply can't ignore it. Read more in our VoIP phone system Buyer's Guide or find a VoIP phone system vendor near you now.
Most call center software systems support VoIP - some even require it. Knowing where you stand on a VoIP rollout will help frame your discussions with potential vendors, including open source options.
Involve the right people
Specifying and deciding on call center software requires input from both IT and call center management. One of the surest paths to disaster is to give either one complete control over the decision, minimizing the involvement of the other. Make sure that both are deeply involved in the process from the start and you'll avoid problems down the road.
Call center software has such a dramatic impact on your agents' day-to-day operations that you should try to include them in your decision making, as well. They don't have to be at every meeting, but having actual agents who try different solutions can give you some unique insight into the pros and cons of the system.
Talk to vendors
Once you've gathered the basic data, start talking to potential vendors. Often, they'll ask you questions that will help further refine your requirements. Remember that call center software isn't a commodity or off-the-shelf type of purchase: you won't be buying the "standard 25 agent package."
