When you’re trying to decide what kind of dialing software will be right for your business, there are four key questions to ask that will should a role in your decision-making process.
1) Is your business growing?
Whether or not you anticipate your business’s needs changing in the near future should play a role in the type of dialer you choose. Some software solutions offer different levels of service or a different breadth of features depending on the size of your business, with different price points attached to each. But if you foresee your business growing, the last thing you’ll want to do is take the time to relearn new software when you need to add more agents and features. So if that is the case, you’ll want to choose a dialer that offers all its features to every customer, regardless of the number of agents or the size of the campaign. That way, everything you need is in place from the start.
2) Where do you want your reps based?
Do you want your agents to work from an office together, from their homes apart, or have the option to do either? This is important to think about because if you want your team to have flexibility in where they are located, you’ll want to hone your search to cloud-based dialers. But if you plan to have your team based only in an office, then you can consider premise-based dialers as well.
3) Do you need to integrate old software into your new system?
If your business is brand new and you are choosing your first dialer, this may not be an issue for you. But if you have an existing business and need to integrate existing programs into your new system, you will want to look for call center software that has an easy-to-use centralized access point from which you can access all the apps you use to run your business. The ability to insert webhooks into call scripts and have your apps communicate directly with your dialer may also be a plus.
4) Do you have an IT department?
If your company has an IT department, then you don’t need to consider how much technological savvy is needed to run your dialing software. But if it doesn’t, you’ll want to make sure that you choose software that is user friendly and doesn’t require any advanced knowledge to troubleshoot and use, or one that employs folks that can help you troubleshoot any tech issues that arise.