As you review and research call center software, don’t forget to take a good look at the management options of the software.
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.