Compare Call Center Software

It is not always easy to have a selection to get your telemarketing needs outsourced to any call center unit. Telemarketing outsourcing may be an altogether different venture to of those firms which have been experiencing a cold calling from the very beginning. Moreover, selecting an outsourcing service supplier will be able to very be difficult at times. You need main whether you wish to employ any local service or a center primarily based during US or to every other offshore call center. It’s solely on your own selection to step during or step out. However, this article aims to offer you couple of tips on the way to pick a outsourcing service supplier and the services put on provide. advice4unow.com

See how inContact provides Vector BPO with a “scalable transparent set of tools that are critical to their success.”

Eight Important Features That a Good Call Center Software Must Have

The proliferation of call centers and their growing popularity has led to a huge demand for call center software and such software is essential for every call center who wants to increase and maintain their proficiency and productivity.

They allow one to manage interactions, reduce hold time, route calls immediately to ideal agents, provide detailed call reports and assist in customer communication. However, not all call center software is up to the mark. Here are some features which are a must in any outbound or inbound call center software.

1) Easy to understand navigable lay-out:
Keeping in mind the requirements of call centers, various General User Interface (GUI) based software units are being developed to provide a unique platform for the user to carry on interactions with their callers without any interference. Moreover, GUI can also be used for the task of gathering and producing information.

Remember, whichever GUI software you prefer for your call center it must be clear and easy to read. It must help the users to easily understand its functionality. The GUI software should be such that a user must be able to navigate his way through the numerous processes without getting lost.

2) Callback function to keep the caller happy
With call center software it is important to have call back function as it allows the caller, whose call is not processed at the time of call, to instruct the system to establish the connection whenever the line is available. This is done by the system by retaining both the called and calling numbers, redialing the called number periodically and alerting the caller when the connection has been made. This way, the caller will not be disappointed.

3) Built in real time statistics
In any contact centers, there are numerous data that need to be kept track off and the most challenging part is to use the data effectively. Call center software has built-in real time statistics that make it easy to establish communication with agents and executives instantly. Real time statistics built right into the software, helps the users to see and process the displayed data and make the correct decisions in real time.

4) Manage time with built-in IVR
A built-in Interactive Voice Response (IVR) system greets caller and prompts them to enter enquiries over their telephone keypad. It helps in providing the caller with a lot of information without burdening the call center agent and by reducing the time spent by the agent providing repetitive and standard details. It therefore helps by increasing the efficiency call agents. IVR is a must have software for any call center as it helps a call center agent to spend their time in a more productive way.

5) Improve communication with pop-up screens
For incoming call software, a pop-up window is an essential. With a pop-up window, the call center agent will be able to see the caller’s name, address, time of call, and other pertinent information on his/her screen. This feature helps in maintaining a database with various details about the caller and so it becomes easy to establish a good call agent and caller relationship.

6) Handling computer calls
With various call center software, there are call routing solutions to help call agents handle calls more effectively. In the longer term, efficiently routing and handling customer phone calls, chats, e-mail, and other media boosts the call center’s productivity. With call routing software, one gets valuable information related to a caller, like the time of call, duration of call, geographical location etc. This information helps to direct the caller to the agent who can help the caller best.

7) Quality monitoring capabilityAs quality assurance is important for the success of any call center software, it is important for the call center software to be equipped with the capacity for real time monitoring. It will allow the supervisor to keep track of past records of the interactions between the call center agents and the callers to check on the performance quality of the agents.

8) Customisable elements
The best way to judge the quality of any call center software is to review its customisable, flexible and scalable features. The more flexible is the software, the more it will suit the changing requirements of the call center company. With a feature enriched and easy-to-use call center software solution; there will be an increasing number of callers being handled which will ultimately improve the productivity of a call center.

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The Efficiency of Call Center Software

Call center software is like a productive support for BPO industry. It is an essential part of every call center which wants proficiency and productiveness. Nowadays, people are frequently looking for some kind of reliable solution for their business that can take them to a high level of success. However, it can be possible if they employ some kind systematic procedure. And it is here that call center software plays a important role.

This systematic software generally comes in different forms and varieties. Although, all forms of this software performs with their standardized quality but their features are almost different. The most unique feature of call center software is concerned with its implementation or execution from any location. For example, you can persuade your BPO agents to work from home, this will save your lot of money and will provide you quality work. Moreover, it can easily scrutinize work if you want to keep a close watch on your agents performance. This whole process will increase your business in terms of both money and clients.

Following are some kind of call center software which utilized in BPO industry:

• Predictive dialer

• IVR ( Interactive Voice Response )

• CTI ( Computer Telephony Integration )

• Voice mail & PBX

• Auto dialer

This software can be operates in many other industries also, where customer is considered as a top priority. Apart from this, it can also handle call tracking process to data analysis and can maintain both inbound and outbound calling processes.

Call center software can systematize voice messaging for straight marketing procedures, leaving computerized messages on voice mail and answering machines. When a call is transferred to an agent it can save a lot of time and ultimately enhance the productivity.

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Cloud-Based Call Center Software to the Philippines

Cloud-based solutions are suited to help meet the service and profitability goals of business process outsourcers (BPOs) worldwide, and particularly those in the Philippines, that need to rapidly scale as the market grows. inContact, a provider of on-demand call center software and call center agent optimization tools, announced today the expansion of its operations into the Philippines.

The company opened a new Manila office to support existing customers in the country, as well as the five new customers the company won since expanding operations in the country. According to the Commission on Communications and Information Technology (CICT), the Philippine market has seen exponential growth over the past few years, with 446,000 call center agent seats in 2009, of which approximately 90% handle calls that originate in the United States, according to the Contact Center Association of the Philippines (CCAP). The market is projected to grow to billion in 2010. With the rapid growth of the market in the Philippines, the country is perfectly suited as inContact’s gateway to Asia, and the first location for its international expansion.

Although cloud-based business applications have become all the rage, with more than 70 percent of US-based businesses now using some form of cloud-computing, misconceptions about what cloud-based software can and cannot do have persisted. There are some companies out there that, for a wide variety of reasons, are just plain reluctant to replace their premises-based systems with cloud solutions. In many cases it’s simply that they made a considerable investment in hardware, traditional software licenses and perhaps network infrastructure, and they’re looking to get as much return on that investment as they can. In other cases they have fallen into misconceptions about the features and capabilities that cloud-based solutions can deliver – for a wide range of reasons they view these applications as being “deficient” in one way or another when compared to their premises-based systems. The more standards-based and open the underlying system, the easier the integration. Few integrations are easy, whether the solutions are premise-based or hosted. However it goes on to point out that software vendors today are putting a much stronger emphasis on interoperability and “out-of-the-box” integrations, providing connectors and APIs that make it many times faster and simpler for IT teams to carry out integrations. The newer the software, the more likely it is to include open standards, which in turn facilitates simpler and faster integration with other leading systems. It also points out that some of hosted contact center offerings are built upon premises-based systems, therefore they cannot be any harder to integrate than their underlying core technology.

Cloud-based solutions give BPO operators an extraordinary competitive advantage, as evidenced by our initial success in the Philippine market. We have been working with several outsourcers over the past several months, and are excited to have a physical office presence here now. The BPO market is highly competitive, and client dissatisfaction and low margins can be the end of an outsourcer’s business. Our powerful portfolio of scalable, flexible, pay-as-you-go cloud-based call center outsourcing solutions enable BPOs to better manage their talent, reduce non-billable hours, increase revenue per call and differentiate their service offering. The technology is a very well-rounded, integrated and robust solution that was infinitely more scalable and less expensive than any premise-based system, a perfect solution for BPOs because ultimately it enables us to deliver more for our clients’ customers.

The inContact platform combines call routing, workforce optimization and network connectivity solutions with a powerful work flow between the subsystems. Additionally, the platform boasts enterprise-class security, reliability, availability and the industry’s best uptime guarantee of 99.99%. Unlike premise-based solutions, the inContact platform enables BPOs to scale up and down as their business dictates, making it a perfect technology match for their dynamic business model. The timing of inContact’s expansion is perfect, as cloud-based, or Software-as-a-Service (SaaS) offerings are rapidly growing in popularity across the customer service industry. According to industry analyst firm Gartner, “by 2013, at least 75% of customer service centers will use some form of SaaS application as a part of the contact center solution.” Analyst firm Ovum has said that, “given the new investment philosophy, a growing number of enterprises are looking towards hosted contact center services to reduce capital outlay and to access a wide range of technology options.” Jarman concluded, “We are excited to bring our leading edge cloud-based offering to the Philippines to enable customers to operate more efficiently, optimize the cost and quality of every interaction, create new pathways to profit, and ensure ongoing business improvement and growth.”

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How Supervisors Benefit From Using the Oracle Contact Center Anywhere Call Center Software

It is fortunate for contact center supervisors that the Oracle Contact Center Anywhere comes fitted with special integrated supervisory tools so that their mission of providing optimal customer service, yet being able to maintain an efficient and quality call center service, becomes less arduous and more realistic to achieve. Oracle Contact Center Anywhere is offered through Promero.

One beneficial feature of this call center software is the Supervision Manager interface which allows supervisors to choose the right framework to supply the correct data at the right point in time. With this feature, supervisors can come up with pertinent decisions in real time so that both call center performance and customer service can be addressed properly.

The Supervision Manager is a Web-based service which can be used by supervisors from anywhere in the world provided that Internet access is available. If you are a supervisor on a business trip, you can check on the activities of your agents at any time of your work day and from anywhere you can get Internet access (even within your hotel room, if they have Net access that is.) This virtual call center feature allows supervisors to set up a mobile office anywhere, which makes the Oracle Contact Center Anywhere a friend of all mobile office workers everywhere. It also allows agents to stay in touch with their supervisors at any time of day, regarding any problem or issue that may crop up.

It is equally good that a call center technology set for quality assurance purposes (such as call monitoring) come as a basic part of this call center software package. This allows you big savings that would otherwise go to paying for additional fees or for third-party integration. As an integrated-by-design software design model, this call center solution permits you to monitor calls by audio, or by looking in on what is happening to the desktop of the agent while listening in on the call as it is being conducted. If you are the supervisor and you see a crisis approaching (such as when one of your agents finds it hard to answer client queries), you can take advantage of the barge-in capability so that you can directly answer the questions of the client yourself. If necessary, you may even assume control over the desktop screen of that agent – and thus save a potential sale from being abandoned due to confusion on the part of the client and your agent. Features like this prevent misunderstandings from developing.

Another great feature you can examine on the Oracle Contact Center Anywhere call center software is the quality monitoring feature which is also known as the Whisper Coaching feature. This permits you to guide the agent through a call without letting the client hear your end of the discourse.

As you can see, supervisors may find their job as supervisor a lighter burden to carry daily with this virtual call center solution called the Oracle Contact Center Anywhere product. Promero is currently an Oracle Certified Partner, which explains why they can afford to offer this product.

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Selecting Call Center Software

Selecting Call Center Software

The prominence of call centers has created a huge demand for call center software. Call center software is customized to manage interactions, reducing hold time, immediate routing of calls to ideal agents, providing detailed call reports and assisting in customer communication. Call center software is generally integrated with CRM software. Call center software helps in upgrading and improving customer service. It also enhances efficiency by reducing costs. It is essential that call center software helps in enriching the satisfaction of the customer with its in-built features. It can decrease the call holding period by routing the calls faster.

You should ensure you select appropriate call center software that improves efficiency and enables to attend maximum calls. The selection of call centre software should be done keeping in mind to cut the operating costs. The selected call centre software should give effective details such as number of phone calls attended the identification of the best agent who successfully attended maximum number of calls, the hold times, the number of callers who hung up on hold, etc. These reports help in analyzing and evaluating and are of great significance in helping the management in improving.

Process of selecting the perfect software

It is imperative to consider various aspects prior to purchasing any call center software. The requests per month has to calculated, nature of call centers, inbound or outbound, sales or service oriented, external or internal. You should consider the number of agents as well as their locations, determine if technical support is offered and does it assist VoIP. Ensure the software has adequate room for future development. It is always advisable to take the advice of management and the IT department before deciding on call center software. Take into consideration the installation time and go for software of your preference. The software should be user friendly, the options should be openly available, identification of callers and connection using database reports should be instant. It should facilitate CTI (computer telephony integration) and interactive voice response features.

Check with various vendors and choose one who is economical and suits your budget. There are firms that provide services and products to help businesses run efficiently. You should buy taking into consideration the number of lines you have, the number of agents you are handling, the number of operators and the products as well as services. You should not buy software just by referrals. The software you select for call centre should focus the leads to be taken, the leads under process, the leads that are complete and that which went cold. The software should by all means give complete report daily. The daily report is the evidence of business developed. This report also indicates which staff has done maximum potential calls and the duration taken. Such reports are considered for giving incentives. The incentives earned are calculated taking into account all the essential details given by this report. So selecting call center software should encompass best features and purchasing software should be done meticulously to ensure best results

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