There are a number of different technology solutions available within the call or contact center that are meant to drive value. The challenge for any decision maker is to determine how to select the right call software solution that will actually deliver value within their unique environment. Challenges and opportunities can vary and identifying the right fit to overcome one and embrace the other can be daunting.

As every call center is different, no one solution is the best fit in every situation. Call software that is focused on performance, however, can apply in a variety of environments and help to improve overall numbers. It is important to avoid assumptions when considering call software that is focused on performance, however, as some solutions can actually encourage wrong behavior instead of improving the overall experience.

Consider, for instance, a call software solution that relies on total revenue per month as a measure of sales performance. This broad focus can actually lead to call churning as the agent is too focused on the overall number. This narrow focus ensures he or she cannot derive full value from all customer interactions and therefore adds wasted time to their day and possibly even increased customer churn.

Call software that instead focuses on measuring an integrated performance/management system to track the correct metrics can enhance the environment overall. Call tracking software will emphasize costs, revenues or quality and can hold agents accountable on a daily basis. This type of call software will also balance metrics to account for any influence they may have on one another that can skew the numbers.

Simplicity is also important in measuring for performance through call software. Agents cannot understand their real-time performance if the metrics must first be interpreted and plugged back into the system. Make sure the metrics are easy to understand and that they are tied to financial incentives that will encourage consistent behavior from your frontline agents all the way to top line management.

As important as this balance is, it can also be tricky. If all metrics are independent, it can be difficult for your agents to rely on call center technology to help them achieve set goals in more than one area. For instance, if the agent is focused on exceeding targets in one area, the rest will remain unchanged. As a result, a strong performance in just one area will seem like underperformance instead of a success. This can be defeating to the agent and a detriment to the center.

Call software that focuses on capturing real-time performance and measuring it against the overall goals of the contact center must be able to measure overall performance as well as individual performance. Agents are more likely to embrace challenges to improve performance if they understand they are part of a team working toward a larger goal. Just be sure they have the tools to reach their goals as setting expectations for performance levels they cannot reach will only drive dissatisfaction and employee churn.

Overall, call software should help you to make your contact center environment more productive. By understanding exactly how the call software will do that will help you  right-fit the solution according to your environment  and you can derive the most value and justify the investment.