Virtual Call Center Software Options: Separate the Fluff From the Value-Added

In a review of all the virtual call center software options, you have probably noticed that there are a number of different features that can be added to any virtual call center deployment. The challenge exists when you try to determine which features you need and which features are simply add-ons that sound good but don’t truly add value. You also face a challenge with virtual call center software options when you are trying to determine what matches with what you need and what matches with what you want. When additional cost is involved, the answers become trickier to determine.

Things to Demand in Virtual Call Center Software Options

There are certain things that you will want to demand in virtual call center software options. First, you want to be able to monitor for performance. This is not just because you are launching a virtual call center, but because you have specific KPIs you have to meet and maintain among your team. Your virtual call center software options should allow for this monitoring and reporting. You have to be able to do something with the information captured in your monitoring efforts, so reporting is a must have. Also look for virtual call center software options that allow you to provide training and coaching through this portal, as well as the ability to whisper to agents during a call. Virtual call center software options should not leave your agents high and dry, so leverage these tools.

Virtual Call Center Software Options Should Include Screen Pops and CRM Integration

If your virtual call center software options don’t give you the same capabilities you have with your on-premise solution, you will quickly notice a difference in performance. If you don’t currently have screen pops and CRM integration, this is the perfect time to demand it. Virtual call center software options can easily tie into your CRM platform, so leverage this capability to ensure you can deliver optimal service to your customers. No one calling your virtual call center wants to get the impression that their business doesn’t matter to you – and this is not an impression that you want to give. Demand that screen pops and CRM integration be included as virtual call center software options, or continue looking at other alternatives.

Is Agent Scheduling Necessary in Your Virtual Call Center Software Options?

The answer to this question could be argued among the vendors, but there is one rule you can apply: if you already have a scheduling tool and it will integrate nicely with virtual call center software options, why invest in this capability again? You do want to be sure that all agents have access to the scheduling tool and can make requests, add preferences and so on; but ultimately, only opt for this add-on if you need it. Keep in mind that scheduling in virtual call center software options is important, but you don’t need to buy it twice.

Virtual Call Center Software Options: The Fluff?

To determine the fluff, you have to first determine your needs. There are some things that will be obvious to you when you examine virtual call center software options as they will stand out as unnecessary luxuries. Other elements are not so easy. Determine what makes your call center work well and what options can make you more efficient. Keep in mind that your employees are likely to resist something that makes their job more challenging, so be sure they add value. If the vendor suggests it, ask them to justify it as well. If you don’t think their argument holds water, don’t check the box.