Do you run an inbound call centre? And has the thought crossed your mind that the call centre software solutions might not be keeping pace with the changing needs of your customers. And are you sure if it’s the right time to leverage a more robust call centre software solutions with the functionality of getting the job done in the right manner.
Given here are 10 important questions you need to ask yourself about your inbound call centre software solutions helping to evaluate whether its adequately meeting the needs and requirements of your team or not.
Is your call centre offering relevant caller information to the agents in real time?
In order to effectively continue interacting with the callers, call centres agents must be armed with contextual information about the caller. They should not have to dig through pages of notes or multiple applications to do so. Progressive call centre solutions would here needs to provide a comprehensive caller data in the browser of your call centre agent as they have routed the call. This allows them to optimize their approach of interacting with the callers with little to no time preparation.
Does your call centre software integrate with the business tools we use the most?
Accessing the real time information is one of the most important thing when it comes to inbound marketing, and imagine how effective would your agents be if they have been given an access to the entire information of the callers history, the phone interactions they have had, support tickets of the issues faced, emails they have sent, chats, orders etc. from one interface. The call centres software with your business tools integrations would provide a 360 degree view of caller in one interface. This would allow the agents to develop a solid understanding of why the customers have been calling so they can more effectively and efficiently meet their needs and requirements.
Is your team able to access the call centre from anytime anywhere?
If your team is not able to gain an access to your call centre while they are at home then it’s the right time you make a move. Progressive call centres software solutions are browse based, thus all the teams would need to use them having a computer and internet connection. This helps them afford the team with flexibility they need to stay connected no matter where they are located.
Is our call centre software solution making training simple?
Learning how to deal with your call centre software solutions does not play a large role in the training process. So if your agents can’t learn how to use the software in about 10 minutes demonstrating the proficiency within the first day then it’s high time that you upgrade.
Is the call centre software facilitating collaboration among the team members?
Agents who are generally working in a call centre do not do so in isolation. Do make sure that your call centre software solutions would provide them with the tools they need collaborating with their colleagues at a great ease. They should be given the access to the functionalities like warm transfers, call conferencing, agent to agent calling, voice mail assignment so that they could work together and provide an optimal use of experiences.
Do the agents have an access to the reporting functionality in order to make data driven decisions?
Empowering the agents with the real time data and encouraging them to make an informed decision could positively have an impact on the KPO that is imperative enough in running an inbound call centre. If your call centre software solution does not provide you with data about the service level, the waiting time, the abandonment time and calls in queue then it might be missing the mark.
To conclude if your current call centre software solution does not seem to keep the pace with you and your organization, then it’s the right time you switch to another. Ask yourself these 6 above questions and if the answers to these questions would lead you to make a switch then it’s the right time you start today.
Abhishek Jain has over 10 years of experience within the BPO Industry and Finance and Accounting outsourcing services. Business Process Outsourcing (BPO) Services India delivers and manages various offshore/onsite projects in various technologies and domains