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Ten years ago most businesses would not have considered owning call center software for their business telephone system unless they had a true call center environment. The cost was absolutely prohibitive for any other application, but with recent technology advancements its now time to ask, Should I be using call center software for my company The financial case for doing so is overwhelming in several new market niches.

The definition and the perception of what a call center now is has dramatically changed in the last ten years. It is no longer just the large outbound telemarketing rooms or the huge inbound customer service centers that qualify. Many small call centers are essential profit centers for their companies, and many others are classified as non income producing overhead that are absolutely vital to their smooth operation and business model.

But how do I know if am running at peak efficiency How do I know if I am understaffed or overstaffed How do I know who is producing and who isnt Are my customers as happy as they should be Do I really need a full time person to manage a small operation Not knowing the answers to those questions could cost a company dearly.

When you take a closer look at what call center software reporting and management tools can cost effectively bring to an organization, a whole new set of questions come to mind.


How long do my customers REALLY wait on hold Are my reps picking up in a timely fashion
What are the most calls in cue that I get at one time
How many or what % of abandoned calls do I have
Do I lose calls due to excessive hold times
What is the average length of call
How long does it take to wrap up a call
Who has the longest average call length My best agent or worst Why
How do I know if I am properly staffed
How do I know if my call center has trouble
How do I solve it

These are questions only large call centers with proper management tools could have answered in the past. With new cost effective technology, more and more businesses are looking to software solutions to streamline their operations and answer the essential questions that can differentiate them from their competition.

The person that is answering the phone or placing the call for a company costs much more than the actual call itself, so it is imperative to understand how ones resources are being allocated. Being overstaffed one person could pay for software many times over in a single year. Being understaffed could be costing a company a tremendous amount of business and repeat business because of frustration and substandard service levels.

If the axiom holds true that I cant manage what I cant measure, being able to measure the business KPI (Key Performance Indicators) is essential. Here are some additional questions businesses use to consider if Call Center Software would be a benefit to their operation:


If I could recruit talent elsewhere in the country without the additional office space or overhead, yet maintain the same management tools and quality of service, would it be beneficial
Is there an associated cost per customer (Knowing this will help justify my ROI)
Do my clients know about additional services and products I am offering Would a message playing while they are in cue be appropriate to create awareness and upsell
Are there highly profitable new products I want my clients to know about
Is measuring outbound sales call volume important
What happens if I lose my best agent because they are frustrated with my infrastructure or processes
How much does it cost me to train a new representative
How will that affect my operation
How much does it cost me to lose a client
How much does it cost me if I lose my biggest client
What is my actual call volume
How good of a job does the person answering the phone do Can I record their calls for verification and training purposes
Are per minute toll free number charges attached to inbound calls If I can reduce my average length of call and hold time 20% per call, would that assist customer satisfaction and cost control
Are my representatives able to visually see, as well as management, exactly how they are performing in comparison to their peers via an electronic wallboard Would that be beneficial
What, if anything, do my customers complain about Is it possible that other customers have the same complaint How do I solve it

If you have ever asked any of those questions or really need to know the answers to them, a telecom software solution may be right for your company. As a guide, always ask if the cost of not knowing the answers to those questions outweighs the cost of the software solution itself. As always, it is recommended you consult with your telecommunications professional to assist you in your search, as there are many options.

Article Source: ArticleSoft.com

About the Author

Steve Norris is a Texas based Energy Efficient Electrical Contractor that shows business how to save electricity and a Telecommunications Broker for over 80 carriers nationwide. He specializes in hardware solutions for multi-location businesses with advanced infrastructure needs. Over 90% of his clients are able to implement a new Business Phone System without increasing their budget with TeleTAP.

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