What does Software as a Service mean?

Software as a Service means that the software is hosted by a company on their equipment or uploaded to your site and you utilize the software under a monthly license fee. You get the software and guidance for setting up a call center without buying an expensive telephone system, ACD and IVR equipment. It is a pay as you go type plan with all the features built in and ready to go.

You can usually choose the type of package you want with the features and service options that you need, without buying the entire software program and all the equipment to go with it. Often using SaaS options mean you can start a call center or make changes within hours instead of weeks or months.

Benefits

Virtual or hosted call center software can reduce startup costs, keep ongoing operational costs under control and steady, and allow small businesses to operate and utilize the same functionality as larger premise-based businesses. SaaS companies can help call centers improve customer satisfaction by providing services and features that otherwise might not be affordable. Call centers can utilize flexible staffing options that include having remote agents working from home, in the United States and in other countries.

Starting a call center can be done within forty-eight hours or less. A call center would need agents to have a computer with headset plugged in, and broadband internet service. The hosted call center software company will do the rest.

Once the original set up has been completed, the call center management team can manage the agents with reporting and the ability to add, delete and make changes at will.

Utilizing software as a service provider means your company faces no capital expenditures. You won’t have to provide expensive infrastructure or pay and wait for telephone lines to be installed. You won’t have to maintain equipment or hire programmers. The service provider will maintain the equipment, disaster recovery plans, maintenance and upgrades for the call center.

If you need additional lines for seasonal peaks, or want the flexibility to manage a special campaign that lasts a short period of time, you can be flexible without having to add and subtract hard resources. There is no need to increase space, buy more office furniture and add more telephone lines.

On Demand Call Center

Imagine being able to respond to clients immediately. As soon as you can hire agents, your service can be configured, up and running in the increments that you can handle. There are tools that let you scale up or down as needed. Whether you have ten agents, or hundreds of agents you can get the features, reporting and functionality your business requires.

Inbound Call Center Features

Many of the SaaS companies provide a suite of services and features specific to Inbound call Centers. These features include automatic call distribution and interactive voice response. The service companies will provide you with Toll-Free numbers and voice recording options.

Even remote agents can be monitored and the system will provide real time and historical reporting. Your company can take advantage of the increased cost advantages of VOIP or Voice over IP service and voicemail for your agents.

Outbound Call Center Features

Features that are specific to Outbound Call Centers include the ability to utilize Predictive Dialers. Predictive Dialing means that the software will dial the next contact without the agent being on the line. When a live body is detected the call is transferred to an available agent.

Industry statistics imply that predictive dialing can increase your customer contact rates by 400%. Agents don’t have to dial the phone, wait for a busy signal or the ringing to end and then hang up and try again when no one answers the phone or the call goes to voicemail or a recording. A good predictive dialer will adjust to the centers calling patterns, the number of agents logged into the system, and what the average call length is running. Many will do this without human intervention.

SaaS companies offer Call Scripting, list management and help you stay in compliance with federal, state and local regulations. You can record calls, utilize voice mail and generate real-time reports.

Summary

If you are researching call center software, make sure you take a look at what the software for a service provider can do for you. Many of the companies have questionnaires online that you can fill out and get an immediate quote.

Call Center software can give your company the ability to incorporate remote agents, or run a call center made up entirely of at-home workers. The advantages to allowing remote agents are many. From cutting overhead expenses to lessoning your carbon footprint, this may be a great option for your call center.

Consider adding remote agents if your center needs to expand but there is no room, or offer the remote agent option as a great benefit to your employees. If your center is in an area where weather is a factor in daily commutes, the agents won’t be restricted by snow, traffic or other factors.

Now your center can hire great people who need to work at home because of family conditions or long commute times. And you won’t be restricted by space and parking, just imagine the possibilities. This opens up your resources to hire handicapped individuals, older agents, and single parents as part of your call center staff. The remote agents will operate the computer screens and phone line as they would if they were in an on-site call center.

Remote Agents & Remote Access Call Centers

Call center software often includes the functionality of remote agents and supervisors. Usually connected over the internet, these agents have the full functionality to voice and data as is offered in a physical call center.

Remote agents can accept inbound calls, make outbound calls, or do both from their homes. You can even utilize a predictive dialer with remote agents. They would be included in any reporting and you will have real-time access to their statistics and login status.

The Technology

Your remote agents will need a telephone line and computer. Generally the call center software programs are geared to Windows based PCs. The agent will also need internet access and the remote call center software loaded onto the computer.

The central database and systems will have varying requirements. Some systems require that you have a phone switch; some call center software just requires internet access and the specific software loaded on a management computer. The requirements will depend on whether or not all your agents are remote agents, or if you have a central call center with only some of the agents working remotely.

Some systems and software will even allow you to provide your remote call center agents with the ability to utilize an agent select, call record function.

Predictive Dialing

Many remote agent call center software programs will support predictive dialing. Predictive Dialing means that the software will dial the next contact without the agent being on the line. When someone on the other end answers the phone and a live hello, versus an answering machine being detected, the call is transferred to an available agent.

This keeps the agent working, instead of dialing numbers and dealing with busy signals and voicemail. The agents are tracked separately and the call center software will funnel inbound calls to an available agent.

Some systems will even allow voice monitoring of remote agents. The monitoring capability allows supervisors to ‘listen in’ and ensure the remote agents are providing high standards of service.

Reporting

With remote agents, you still get all the reporting abilities of an on-site center. Utilize contact management, call history, and order entry reports for training and follow up with your agents. The reports can be generated on a campaign level, agent level and supervisory level.

Functionality

The features and functionality of a remote agent can mimic what would be available in a central call center. This can even include the ability to transfer a call if needed or conference in a supervisor.

Benefit Overview

The obvious benefits include needing less office and parking space. But you will find you have a broader base for recruiting agents and these agents are often more motivated and loyal because of the opportunity to work at home. This in turn can reduce agent turnover.

The not so obvious benefit is the raise in production in having an efficient, stay at home workforce. I’ve worked at home for years. One thing I’ve noticed versus going in to an office, there’s no logging out to talk to the people next to you, or extending a lunch or coffee break to catch up on office politics. You will also find that the saving both to you and your employees is real. Energy conservation means less money spent. Less gasoline consumption for the agents, as well as reduced heating and air-conditioning usage if much of your work force isn’t in a central location. You’ll also have less sick-time and negligible weather-related absences.

Not all call center software is created equal. One of the most important aspects of this type of software is the management options. If you have robust reporting, training and supervisory options, then you can optimize your agents’ success.

Call Recordings

Don’t overlook this option. Make sure you understand what you get with call recording and what the functionality of the specific call center software program includes. Call Recordings allow you to play back calls for training purposes. This generates real examples of both good and bad calls.

Call recording will also be utilized to manage compliance management and ensure call center consistency. If a customer calls with a complaint, you’ll want to be able to search the call recording database for a specific call. How many calls can be saved in the database? As you get close to choosing a software program for your center, make sure you understand all the parameters and restrictions with this feature.

You will want to ensure your recording options include the ability to initiate the call at the agent, supervisor or automatic level.

Reporting Options

The reporting options of call center software will allow you manage all the data generated by the agents, the automatic call distributer or ACD, and the interactive voice response or IVR. Many software options will have dozens if not hundreds of standard reports available. There should also be customizable options.

You may want the ability to export the data from the reports into multiple file types. There are options available to view reports in real time, have the reports sent to an email at preprogrammed periods, or some have reports that are only generated every twenty-four hours.

Reports need to be easy to read, and you may need the option to manipulate data to be utilized for agent specific training. Other options allow you to generate client specific reports versus management team reports. Often the data you give the client is different than what you will need training programs and to see how scripting is affecting call times and support options.

If you can’t understand the reports and manipulate the data, the reporting package won’t be useful. Get copies of sample reports before you choose the right call center software for your company. Look at the reports and ask questions about the customizable features for future needs.

Predictive Dialing

If your call center does any outbound calling, you are going to want to understand the predictive dialing options provided by the call center software you choose. Predictive Dialing means that the software will dial the next contact without the agent being on the line. When someone on the other end answers the phone and a live hello, versus an answering machine is detected, the call is transferred to an available agent.

Industry statistics imply that predictive dialing can increase your customer contact rates by 400%. Agents don’t have to dial the phone, wait for a busy signal or the ringing to end and then hang up and try again when no one answers the phone or the call goes to voicemail or a recording. Only calls with a live body are transferred to the call center agents.

A good predictive dialer will adjust to the centers calling patterns, the number of agents logged into the system, and what the average call length is running. Many will do this without human intervention.

Compliance Regulations

Some predictive dialers and other options within call center software will help you manage the federal, state, and local compliance regulations. From federal ‘Do Not Call Lists,’ to managing time zones and the ‘two second rule,’ having programmed assistance in managing compliance will be an asset to your company.

The two second rule is an FCC regulation that states your agent has to be available within two seconds of a predictive dialer connecting to a live caller. If an agent isn’t available, there must be a recorded message played giving the name and phone number of the seller.

There are other federal regulations governing call abandonment and several other statistics. State and local governments can add to the list. If you run a call center it is important you know these regulations, and have the reporting data to show you are in compliance. There are fines and punishments for not having the correct data if asked, or meeting the regulations.

So as you narrow down your options for call center software, remember that reporting is an option you need to investigate—especially if you plan to use predictive dialing. Because call center software programs can vary greatly in their reporting feature set, it’s important to understand what each can do for you.

When you are researching and comparing call center software, make sure and look carefully at the reporting and scripting capabilities. You will want reports that are easy to read and utilize, along with options that can be ‘tweaked’ to meet your precise requirements.

Reporting

Call Center management reports can be one of the most important tools generated by the software programs. Many will give you literally hundreds of ‘canned’ options and the ability to create your own, customized reports. These reports need to be easy to read and manipulate so the data can be utilized for agent specific training, and to give your clients or the center management team an overall feel for how training programs and scripts affect call times and support options.

If you can’t readily understand the reports, the data won’t help. So make sure and get copies of sample reports before you choose the right call center software for your company. Look at the reports and ask questions about the customizable features for future needs.
Scripting

Many call center software programs will come with scripting. Scripting is the ability to allow your agents to follow a computer screen of questions, comments and gather information for the next question or step. This can simply be for transaction management, to ensure you’ve collected all the information needed to make a sale or get service related data.

Or the script can be used to make sure all critical information is furnished to a customer. Scripts can be utilized to handle objections, provide technical assistance in the form of question and response, and for knowing when and how a call should be escalated to the next level of agent or to management.

Call center software programs differ in their scripting abilities, so make sure if this feature is important to your center, or is something you will want to incorporate eventually, that the software you choose has the flexibility you’ll need.

Scripting options include the ability to create a tree of information with logic that will take the answers input into the script and then move the agents screen to the next rational branch of questions or comments. Many scripts will allow management to capture and input data, the change the scripts in real time as information evolves.

Call Center Management

Call center software will come with management abilities that vary by software. Make sure you inspect the administrative capabilities of any software to determine what utilities are available and how the system is managed. Some software will need to be ‘reset’ before changes take effect, and some software will allow you to make changes real-time.

Get a list of management options. They can include things like creating and modifying call lists. You will want to see what the options are for setting up a new agent and what you need to do to change the agent’s skills, and permission levels. Meaning what information and programs they can access.

Can you create, view or customize specific campaigns, agents, or groups? Or do you have to look at and change the entire center? It might be important to have search capabilities to find a specific recording or transcript of a specific call. Can you do this, or do you have to manually scroll through everything that happened that day?

Live Data

Another important option is the ability to see the data now, live. Accessing what happened on that last call, versus only getting reports at the end of the day can make a big impact on how your center runs. Call center management options should allow you to set and monitor quotas and goals on several different levels. Whether for motivation or compensation, an agent level view can be priceless.

Change The Settings

Management should be able to go in and change the outbound dial settings, add information or areas and numbers to the programming and update the compliance requirements on a real-time basis. The more flexibility you have, the better.

Can you manage the inbound queues and reroute calls that are holding? Do you have the ability to ‘see’ which agent is excelling and who needs a little more time? Managing a call center isn’t just about the data and numbers; it’s using those numbers to help your agents manage their callers and clients and overtime enhance their performance.

Consistency

Call center software should be easy to use. You want tools that will help you minimize training time. Time off the floor will cost you money, so anything you can do to make the agent’s job easier, and ensure consistency will make a difference.

Having screen pops with customer data will help provide this consistency. If the agent can see the customer information, including previous calls and comments, it will help them manage each call.

In-house Call Center vs. Outsourcing

Outsourcing means you are going to hire a call center to manage this part of your business. They will in turn, utilize their employees or hire specific personal to handle the calls. The physical facilities and equipment, and probably the software will already be in place. If you plan to outsource, the only decision you need to make in reference to software, is if the software they have or will provide is what you need for your business. Some call centers will customize or build programs if you need a specific functionally that their package doesn’t include.

In-house, means that you will be starting your own call center. A few years ago this meant you would be providing a large ‘brick and mortar’ space, filling it with employees, telephone and computer equipment, and running an actual center. It still can mean that. If this is what you plan to do, one of your main questions about the call center software will be if it will work with your telephone system and your computer system. You will want the interface and resulting functionality and reports to be seamless.

Seamless is a term that simply means you don’t want to have to do a lot of technical patching. You want to make sure it works without any “holes” or things like dropped calls and calls handled without showing up on the reports.

In-house, can also mean you plan to run a remote or off-premise call center. This means that all or a portion of your call center is staffed by employees who work from their homes and utilize their personal computers, or one provided by the company. They may utilize their own telephone, or you may be installing a separate line just for your business.

When you are researching call center software, the first question is if the software only handles call centers that are centrally located with everyone in one place, or if it will only work if your employees are working remotely. If you plan to ever have a combination of the two, make sure the software can handle both on and off-site options.

Inbound vs. Outbound

Is your call center an Inbound Center, meaning it takes Inbound calls via a local or toll-free, 800-type service? Or is it an Outbound Center, whereby your employees are placing the calls? Rarely is the type of center split equally. You may have an Inbound Center that places a percentage of the calls– outgoing, or vice versa, but most of your calling will be one or the other. Software and services will be targeted toward the focus of the center which will be either Inbound, or Outbound.

Automated Call Distribution or ACD

If the call center is Inbound, do you plan on utilizing ACD or Automated Call Distribution? The basic function of this technology is to answer the call via a recording and allow the user to make choices and be routed to the department or person who can help them. Calls are generally routed on a first come, first serve basis. But they can be routed intelligently by the use of identifiers, like the telephone number the client is calling from, to give priority service and ‘bump’ the call to the front of the line.

ACDs can be standalone call center software, or this service can be incorporated as part of a package. The system can be offered by a long distance telephone company as part of their network services, or it can be a software or hardware solution on-premise.

Other routing options can include the option for bi-lingual service – press one for English, two for Spanish…or the calls can be routed by time of day to different centers if you have one on the East coast and one in the West. Your ACD may also have an IVR or Interactive Voice Response, option. This allows you to route the call based on words said, versus pressed numerical response.

ACDs can be used to offer solutions to a customer’s problem without them talking to a live body. You can offer an option that has a recorded address, for instance. Or one that gives hours open, or even walks them through general questions and answers.

As you can see, there are so many options and different terms to learn and we haven’t really started.

Inbound, Outbound or Both

An Inbound Center means your call center handles mainly inbound calls via a local or toll-free, 800-type service. An Outbound Center is placing calls. Rarely is the type of center split equally. You may have an Inbound Center that places a percentage of the calls – outgoing, or vice versa, but most of your calling will be one or the other. Software and services will be targeted toward the focus of the center which will be either Inbound, or Outbound.

For inbound calls, the software might provide a ‘screen pop’ as the call comes up. Giving you information on the customer like their number, if they’ve called before, name and account information, or maybe just what area of the country they are calling from.

Outbound calls can be generated by predictive dialing, or preview dialing where the system calls a number, gives a message and asks the person on the other end to wait for a live agent.

If you call center is running both, you can either designate agents for either inbound calling or outbound. Or you can prioritize inbound calls so that the same agents can handle both, and anytime an inbound call comes in, the agent is blocked from being included in the next outbound call and gets the inbound pop screen and telephone call.

ACD and IVR Features

The call center software features than can make some of the biggest impact in a call center is ACD our automatic call distribution and IVR, Interactive Voice Response.
Separately or combined, these features will give you skills-based routing, real-time modification of routing options with disaster recovery features and self-service options that can handle some of the calls without utilizing a live agent.

Manage the Regulations

Check the call center software that you are interested in for Compliance Management options. If the software can help you keep track of and scrub ‘Do Not Call’ lists from the predictive dialing software, or help you manage federal, state and local regulations as it relates to Time Zone management. There are also federal, state and local regulations that affect use of caller id settings. Make sure your call center is compliant with all the laws and regulations governing call centers by purchasing software or utilizing an outsourced software company that updates their software with new and expanding regulations.

Stand alone Software versus Software with Training and Management

Call Center Software can come in a box, or be downloaded as freeware from the internet. You get the software and sometimes a paper or digital guide on how to install, implement and what some of the features are.

There are also companies out there that provide software, and charge a startup and monthly fee for things like custom integration. Meaning they will make sure it works with your telephone and computer equipment and any reporting or other software and hardware you might have. They will integrate data and applications and configure the software you purchase from them.

Monitoring and Reporting

These are very important features of call center software. But it isn’t enough that your software provides reports that include station level monitoring, you’ve got to be able to read and understand the information and know what steps can be taken to increase productivity from those reports. So try and get sample reports to look at before making your decision on the type of software to buy.

Software options will often include Call Monitoring

Which means a coach or trainer can listen to an agents call and provide feedback later. There is coaching options where you can direct what they are seeing on the screen while you are listening. Other options are conferencing, recording and scripting. Scripting means they follow a script on the computer that leads them to ask questions and go to the next steps. This can be helpful with technical support, for example.

The reporting options should allow you to look at overall results for the center, and narrow in on each agent chair by time and day. These reports should help simplify training by graphing results over time, so you can see improvement. Many call center software programs or outsource companies will have ‘canned’ reports, meaning they are preset and you input just a few parameters if any. You should also look for a software program that allows you the option to customize reports based on specific needs.

• ACD: This is a type of software that offers intelligently routed inbound calling. This feature is ideal for businesses handling large numbers of inbound calls.
• CTI: This type of call center software product provides the caller information on the customer service representative or the agent’s screen, as they need it, automatically.
• Auto Dialer: One of the most common features found in software, auto dialer allows for large numbers of calls to be called automatically and then delivers a message to those who receive the calls. This makes the process faster and reduces costs but only works in some scenarios.
• Predictive Dialer: This type of software is designed to allow for batches of calls to be called and then allows for the agents to connect to those calls. There is no dialing by the agent, therefore reducing errors and improving speed.
• Call Recording: Some types of call center software provide for recording opportunities. This allows the calls to be quality monitors, for backups made and for all calls to have some form of archiving, important for protecting the business.
• IVR: This type of service provides for touch tone as well as voice interaction with the callers. It is a step up from the auto dialer.
• Workface Management: For those call centers with many agents, this type of software can be in use to monitor the volume of calls that are coming in to agents.
• Call Blending: Here, the most comprehensive service is available in that it allows for both inbound and outbound calls to be managed at the same time. This is a good option for many businesses.

Once you have chosen the types of software you need, or let the representative know that you are not sure of the right choice, they will need additional information from you. They will need to know how many agents will typically manage the system. They will need to know if both inbound and outbound calls will be made and received from the system. In addition to this, they need any other information to help customize the software for your needs or otherwise give them a clearer picture of the type of business you do and the type of software you need for it.

From this, the company can likely offer many software choices for the call center’s use. The question you need to ask next is if they will be installing the software for you and if they will be providing training for your employees. Many companies do provide this. If you do not need this type of service, though, you may pay less by not using it. The ability to find quality help desk help is also important, especially when complications arise to the use and function of the website. It is very important to consider this.

As you consider the many types of software available for your particular company call center, realize that cost is not everything. While finding affordable solutions is always important, many businesses need quality over anything else. Since it becomes very important to look for quality over price, first limit your software choices by those that provide the features and back up you need. Then, look at the options you have in lowering the costs. Call center software definitely provides a necessary function for a business and needs to be updated and managed easy. You want your employees to have no problem using it and relying on it.

Call center software is used to help manage the in and out calls a call center makes. It handles massive amounts of data on a regular basis, allowing customer service representatives to contact those that they need to without fail and in the most time efficient manner. Though there are many reasons to use call center software like this, many use it for handling large numbers of calls for telemarketing campaigns, public message campaigns or customer service needs. The right software can make the campaign successful or allow it to be a waste of time. For this reason, many businesses need a type of software they can rely on.

When you first talk with a representative about the various software options you have for call centers, one of the first questions they will ask you is about the current business situation. If you are just starting your business, they may have more leeway in designing the software around your particular needs. This also plays a role in the size, features and structure of the software. If you have a business already in the process, the software may have to fit around older software that you are currently using or may have to meet specific requirements in equipment and styling. Once you let them know what your options and needs are, they can match the right software to your business.