Introduction
How can you accurately discern which supplier would best meet all of your business’s demands amid a congested sea of call center solution providers?
It’s critical that your solution gives you robust telecalling software–in this day and age, it’s also critical that you understand all of the moving elements involved in your operation. Your call center software in India should be equipped with all of the necessary telecalling software to function as the full backbone of your call center business.
Whether you run an SMB or an enterprise-level call center, the software you choose is a much bigger decision than you might realize.
To guarantee you’re investing in the call center training solutions, ask call center software the following questions as you research alternative options.
1. Will your software assist me in reducing my high agent turnover rates?
Why is this question important? High turnover rates have always plagued the call center sector. So call center managers would be wise not to install software that would inherently help your agents stay motivated on the job and reward them for their performance.
When choosing call center software in India, keep in mind how your agents will react to the change. By asking this question, you are inquiring whether the software contains business gamification, a tried and true approach to increasing workplace happiness and efficiency.
By rewarding agents for meeting KPIs, administrators provide agents with the extra push they need to meet the goals you’ve set for your organization.
2. Can you assist me in making my reporting less of a hassle and more automated?
Why is this question relevant? The only way to truly run a successful call center is to make data-driven decisions. However, you may not always receive the reporting your ever-expanding business requires.
Your reporting requirements may be automated with many other cloud-based call center software providers. As a result, all of your critical KPIs may be supplied to you immediately when you require them.
You will significantly weaken your entire operation by skipping this question and simply presuming that your provider will meet your reporting requirements.
3. Is your service able to connect me to tier-one call carriers?
Why is this question necessary? Call quality will be the most critical component underlying every call your agents make for your consumers. Poor audio quality leads to dissatisfied consumers, dropped calls, missed revenue, wasted time, and the possibility of agents misinterpreting vital information.
This can happen if call center software providers do not supply tier-1 carriers to their customers. Without tier-1 carriers, you are at a significant disadvantage compared to your competitors. However, a call center solutions India that connects you to tier-2 carriers may appear to be the less expensive and superior alternative.
This is an extremely crucial question to ask for two reasons:
1) As previously stated, not using tier-1 carriers will significantly reduce call quality. This will result in more dissatisfied consumers and a significant rise in the possibility of miscommunication between your agents and your customers/leads.
2) Tier-2 carriers will not connect directly to your contacts. Tier-2 carriers, in other words, serve as a middleman. While one may suppose that technical developments have rendered this quiet period unnecessary, this is not the case.
You are placing your sales efforts at a significant disadvantage if you do not use a tier-1 carrier. Call center solutions that employs tier 2 carriers face lull times; these pauses lead even the savviest dialers to believe that the carrier hopping is an unanswered call.
You could, for example, make a call using a tier-2 carrier. However, the system may hang up if it takes too long to connect the call. As a result, your contacts’ statuses will be incorrect. This will significantly contribute to poor contact rates and inaccurate reporting.
Conclusion
Transparency is essential in any industry, including call centers. You can get a clear picture of what you may expect from call center software if you ask them these questions.
Contact Aavaz immediately if you seek one of the top call center solution providers in India! Aavaz provides the best free virtual PBX system with cold call management software designed to your present and future business demands.