There are tons of options out there for companies looking for call center software for their business—so many that it can be difficult to choose the correct one. For starters, many businesses are choosing cloud-based software, thanks to the way it gives agents and employees the ability to work remotely from anywhere with an internet connection. But even once you’ve decided to go with cloud-based software, there are additional questions to ask to determine the best one for you. Here are five of the biggest ones.
- Can I connect it to my existing tools?
You want the call center software you choose to be able to work with all the tools you are already using—you don’t want to have to start from scratch to make sure everything is compatible. So when choosing software, consider how easy it is to integrate other web apps into the platform. CallShaper uses Zapier integration and webhooks that allow the call center software to communicate with over 1,000 different apps and tools to facilitate a smooth and easy transition.
- Will it allow my business to grow?
Some call center software has tiered offerings depending on the size of your business. If you only have a few agents, for example, it might make the most sense for you to get the most basic offering. But in some cases, this version of the software may have limited features and you may need to pay more if your business and your team grow in the future. With CallShaper, every user has access to all the tools available on the platform, regardless of the size of their team. If you’re anticipating growth, this type of software is ideal.
- How much training and support is needed?
Especially if you’re just starting out, your company may have a relatively streamlined team, one that doesn’t include many IT professionals. If that is the case, you’ll want a call center software that doesn’t require an IT department to operate and offer support for new users or when things go awry. You’ll want one that has software experts available 24/7 for instant support, plus offers a comprehensive help center filled with resources like step-by-step guides, training videos and troubleshooting tips. At CallShaper, we offer all these resources and more.
- How are the reporting and analytics features?
The only way to improve your business and the work being done by the agents in your call center is to evaluate their performance regularly and make changes accordingly. In order to evaluate their performance effectively, you need easy-to-use reporting features and ways to analyze the data that’s in those reports. CallShaper offers robust reporting features, include real-time reports and easy-to-edit scorecards, plus built-in quality assurance safeguards.
- What is the pricing structure?
It’s no secret that you are going to need to pay for your call center software. But the way it is priced, including when and how you have to pay, may play a role in your decision about what software to choose. Many options offer a pay-as-you-use structure, so you are only paying for the features you use. But others may separate features, dictating that you pay for help and support separate from the software itself, for example. Before you select a call center software, make sure you are clear on exactly how the pricing structure works so you aren’t surprised by any fees.
If it sounds like CallShaper offers many of the features you are looking for in call center software, we’d love to discuss it more with you. Contact us today!