Technology has done wonders for the call center, introducing new techniques and streamlining complicated tasks all in the name of serving the customer. The available software solutions today can address anything from data capture and customer relationship management (CRM) integration to identifying training deficits as training sessions  are launched during downtimes for individual agents.

With so many benefits available in call center software, it can be challenging to make the right choice and implement the solution so that all promised benefits are actually delivered within the center. The decision maker must make the right decision when it comes to call center software; but to do so, he or she must take a step back to examine the needs of the call center before moving forward on a purchase.

Identifying the needs of the call center is the most important step of the process when selecting the right call center software. And, to ensure the right selection when it comes to vendors and solutions, the needs identification step must be done internally and independent of vendor involvement. A number of vendors in the market offer consulting services as part of the sales process.

While this service can be valuable, remember it is still part of the sales process and their recommendations are not likely to put the needs of your call center ahead of their own initiatives in terms of revenue goals for the quarter. To get the most value out of this experience, bring the vendor in later in the identification process to ensure you still keep your primary goals in mind.

It is important to remember that just because the vendor offers a great deal on an electronic board for monitoring the bull pen doesn’t mean you need one with only four in-house agents. Identify the need first so you can provide the right fit for the solution – not the other way around. Outline the exact processes to conduct business every day, highlighting those processes that are done manually, and identify areas where software may help to streamline the process and create a more efficient environment.

Once your needs have been identified within the call center, the next step is to evaluate call center software solutions that can directly address your needs. The most important question you can ask in any call software evaluation: how will this solution help me to enhance customer satisfaction? If you can not readily answer that question, it may be time to move on. Not every solution will improve your environment and if you cannot readily identify the benefits, move on to the next product.

If the solution you are considering meets your needs and will help to enhance customer satisfaction, you next have to evaluate ease of use, integration and overall support. Ease of use is essential as complicated solutions make it more difficult for your agents to get their job done, creating a deficit instead of a benefit. Integration with your current environment and other solutions is critical to ensure you optimize current investments and truly streamline the process. Support is something you will need over the long term, so avoid those vendors who do not offer long term support or cannot provide references from satisfied clients.

In the end, you are still taking a chance with any call center software selection as it introduces change within your environment. The good news is that by identifying your needs and practicing due diligence in your evaluation of vendor offers, you will increase your chance of selecting the right call center software solution that will truly deliver the value you need.