Buying a home, buying a new car or relocating to a new city are major life choices that need thorough research and deliberation. However, all of your time and effort will be rewarded after you have made your final decision and know you made the right one. If this is common in your personal life, why would you not do the same while making a major business decision? Choosing which software to buy for your call centre affects every aspect of your operations — therefore, you do not want to be hasty. Freecomm can provide call centre solutions to suit all businesses.

What exactly is call centre software, and why do you need it?

Call centre software is the platform on which a contact centre runs its operations. It can handle anything from the dashboards that your agents use to make/receive phone calls to analysing metrics and managing your call centre performance.

A good call centre software can provide you with access to all the solutions required to keep your call centre operations running smoothly. Whether you are handling inbound, outbound, or hybrid calling, the right call centre software can help you streamline work, deliver insightful data, and boost agent efficiency. In an industry that relies on key performance indicators (KPIs) and metrics, you need a system that can deliver everything you need… when you need it. Let us take a closer look at call centre software to help you make an informed decision and buy the best call centre solutions for your needs.

A lesson in history

Although call centre software is currently utilised worldwide, this was not always the case. Before the 1950s, when someone called a phone number, the wait time was only as long as it took the operator to transfer them to the people on the receiving end — no being put on hold for hours on end.

However, the first automated call distribution system (automatic call distributor or “ACD” ) was developed in the mid-1950s. This invention did not make much of an impact at first since less than half of all households in the UK had phones. The Birmingham Press and Mail launched the first call centre to handle inbound queries in 1965. This was the first time a company sought to engage with its customers in this manner — and it acted as a catalyst for customer service as we know it today.

Over the years, innovation and technology advanced, introducing toll-free numbers and interactive voice response or “IVR”. With the advent of the 1980s, society was introduced to an increase in call centres and longer call hold times. Customer hold times increased as the contact centre industry boomed. Fast forward to today, and the world of call centres has only gotten more complex.

We now have automated technologies that allow customers to get information instantly without an agent, and call centres can engage with customers more efficiently and professionally than ever before. Call centre software has made great strides in adapting to forever evolving customer expectations — and it will continue to do so as long as innovation flourishes.

What to look for when buying call centre software?

When it comes to call centre software, you want one that is clear about its policies, capabilities, and price. As a busy call centre manager, you do not have time to go through pages of basic information just to find that the software is still not clear about what it has to offer.

Here are a few things you should look for while buying call centre software:

  • A wide range of tools to meet your needs
  • No binding contracts
  • Cloud-based solutions
  • Top-notch customer service and support
  • Innovative task automation features
  • Tools for ensuring compliance

Though these are only a few of the most important factors to consider when buying a call centre software, they are an excellent starting point. Remember to do your homework, make sure you are informed of your options and do not be hesitant to ask for a demo of any solutions that look promising. Getting a closer look at the software will only help you make a more informed decision.

How do you know if you made the right decision?

Determining whether or not you made the right decision can take some time. After a few months of exploring the software and becoming acquainted with the dashboards, you will be able to determine whether the software meets your business needs and if there are any shortcomings.

By automating time-consuming processes, your call centre software should take some guesswork out of everyday decisions and relieve some of the weight on your shoulders. It should give you a deeper understanding of all of your call centre activities and easy access to actionable insights.

When buying a call centre software, you should not have to settle or feel as though you have made certain sacrifices. Call Freecom at 0191 5000600 or email us today to learn more about our call centre solutions and how they can help your operations.


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