Call centers have evolved over the years and today are not restricted just for customer support but also for lead generation, marketing campaigns and outbound sales campaigns.
What are the things that we should consider, before selecting a Call Center Solution ?
Clear Business Objective: Have a clear business objective - what do you want to achieve, how do you want to measure the objective or what parameter would you consider to measure the result. Finally, what should be the Return on Investment (ROI). Try to write down the objective and evaluate all the below mentioned points based on objective
✔Multichannel Today multi-channel is a must, it is not advisable to take multiple solutions linked with different channels. The most widely used channels for customer service are voice, live chat and email. The other upcoming channels are social media & video chat. The solution should support as many channels as possible and provide the agents a “Single view”for all customer communications.
✔Ease to Integrate It should be easy to integrate with CRMs and other analytics tools.
✔Live dashboard & Reporting: Real time insights into call center operations is needed to take corrective actions. The solution should be able to provide a metric-wise drill-down for key result areas.
✔Mobility Reports, Analytics & Call center monitoring should be accessible for any location and not bound to just one location - the office.
✔Customizable: In line with custom systems that businesses might have, like a customized CRM, the solution should have flexibility to integrate and perform as a single system.
Experience & Customer Service:
✔Company history: When choosing a partner for your customers, its best to do a background check, maybe even speak to customers using the solution and others not using the solution, for an easy comparison. ✔Expertise: The solution provider should have an expertise in providing Call Center Solutions - Provide the right solution as per your industry needs & also keep it updated in line with changing technologies. ✔Customer Service: 24/7 is a must. ✔Mobility Reports, Analytics & Call center monitoring should be accessible for any location and not bound to just one location - the office. ✔Customizable: In line with custom systems that businesses might have, like a customized CRM, the solution should have flexibility to integrate and perform as a single system.
This is a generalized list of to dos and can be selectively applied as the business's needs.