4 Questions You Should Ask Before Choosing A Call Center Solution

If it is time to change your current call center solution, the right choice could completely transform the way you communicate with your customers. Your enterprise deserves the very best, with reliable and accessible methods to deal with any questions or concerns.

Not all call center solutions will meet your standards for excellence, and without proper research trial and error could be a costly exercise. Instead of blindly choosing a new solution, here are the four key questions you should ask.

1. How many ways can we communicate?

These days, your customers expect your brand to be responsive in a number of ways. You should look for call center software that can handle a range of inquiry types. Even if you don’t need text, web, voice and social yet, you may in the future. Look for a product that can cater to any marketing efforts and complaint management with inbound, outbound and automated voice capabilities.

These features should be a priority because when you are readily available to your customers, the chances of a sale will increase.

2. Does the call center solution have the flexibility to grow with the company?

One of the goals of your enterprise will likely be growth or expansion, and your call center solution should be prepared for this. Find a product with more features than you need, giving you room to grow over time.

With a busy business, the process of switching providers can take up valuable resources, so it is best to make the right decision sooner rather than later.

3. Can staff work remotely from anywhere?

A cloud-based solution will allow any call center staff to work remotely, from anywhere in the world. This opens up opportunities for hiring customer service agents in a number of locations, while still maintaining the consistency that comes from a centralized control hub.

When call center software is updated via the cloud, the changes will occur in real-time. This means individual staff won’t have to do this manually.

4. Is the call center solution reliable?

Again, a cloud-based solution should be part of the answer. Developers will be able to keep the network secure as they continually monitor any issues that may occur. Find a vendor who has a good reputation and is committed to providing regular updates and product improvements. You will learn to rely on your call center software, and it is important you find a company that you can trust will be there into the future.

An uptime service level agreement or SLA will give you a guarantee that the service your customers expect won’t suffer due to an unreliable solution. Look for best-of-breed call center software with excellent reviews and good customer service.

Asking the Right Questions

Remember, customer service is one of the most important components of a successful enterprise. Finding effective ways to communicate will help your business grow, and your call center solution should be able to adapt as your company evolves.

Customers should be able to contact you through a variety of ways including voice, text, web and social. Premium call center software will help you maintain consistency and offer the same high standard of service, no matter where your team is located. The cloud is the best way to enable remote workers and maximize security with real-time updates.


Tanveer Naseer is an award-winning and internationally-acclaimed leadership writer and keynote speaker. He is also the Principal and Founder of Tanveer Naseer Leadership, a leadership coaching firm that works with executives and managers to help them develop practical leadership and team-building competencies to guide organizational growth and development. Tanveer’s writings and insights on leadership and workplace interactions have been featured in a number of prominent media and organization publications, including Forbes, Fast Company, Inc Magazine, Canada’s national newspaper “The Globe and Mail”, The Economist Executive Education Navigator, and the Ritz-Carlton Leadership Center.

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