7 Mistakes Companies Make when Choosing a Call Center Software

Choosing Call Center Software

Companies that are hunting for call center software usually look for a tool that can help meet their organizational needs and the needs of their customers.

The 2024 U.S. Tech Trends Survey shows that 58% of businesses regret at least one software purchase and nearly a quarter (23%) have made multiple wrong buying decisions in the past 12-18 months.

Everyone can agree that the structure of the software and customer satisfaction go hand in hand, however, some organizations make some fundamental mistakes when assessing call center software alternatives.  These mistakes prevent them from providing quick, reliable and professional services to their clients.

Let’s have a look at 7 of the most fatal mistakes that contact centers make:

1. Ignoring the features list

Having a full understanding of what features your call center needs is very important. Many times organizations do not pay attention to the must-haves that are needed and this leads them to make compromises on quality, reliability, productivity and so on.

If you do not know what is exactly needed for a smooth and reliable call center such as a predictive dialer, cloud PBX, and SMS platform your company will fall apart.

2. Ignoring integration capabilities

Ignoring the integration capabilities of a call center software with your organization’s existing business solutions and platforms can render your technology and processes inoperable or frozen. If you do not pay attention to what integration capabilities work best with your software this can create a huge toll on your services.

Just because you see that the contact center software may have more integration capabilities does not mean that they are the right ones for you.

In order to get your business operations running smoothly and optimize them effectively, you will have to evaluate the ability of a call center software to integrate with your company’s CRM, existing technology platforms and systems, e-commerce platforms and so on. This will help you transform all of your business processes, improve your team’s productivity, efficiency and of course scale your business

3. Not thinking about scalability

Having mentioned business scalability we have to say that companies oftentimes overlook the scalability of a contact center solution when shopping for one.

Businesses need to identify first all the requirements their business has, and if they are thinking about scaling in the future. Companies usually overlook the future but it is important to think about it when searching for a call center software that will work properly with the number of customers and agents they have/plan to have.

4. Disregarding usability

One of the most important aspects of call center software is how easy it is to navigate. Ignoring the ease and usability of the platform is not a good idea. The last thing you need is to have a difficult to navigate and use call center software because this will create unnecessary problems for the customers and agents.

If you overlook the services you are purchasing your agents will be in a position of getting stuck and needing assistance to finish their tasks.

The frustration your agents could experience might transfer over to your clients and the overall customer service they experience, and that is not something you ever want to happen.

5. Ignoring customer support

If you purchase a software solution for your call center that does not provide good customer support you are in some trouble.

Having immediate technical support available is of critical importance for the smooth operation of your business.

If the call center software you are investigating cannot provide you with technical support this will create problems in the future.

It is also important to find out if that particular vendor has the technical skills and knowledge that your company can rely on. A good way to check this is to look at the customer feedback and reviews that you can find. This will help you shortlist the vendors that provide good service and support.

6. Not considering automation

If you want to create a call center solution that will be more efficient for your clients and agents it is important to consider automation.

Getting your basic tasks and processes automated will help you make your sales and support teams more productive, and of course, increase your client engagement when the processes happen fast and on time.

7. Basing a decision solely on price

It may be last but it is most often the most common mistake companies make. It comes naturally for people to look at the price of something before they look to examine the quality of the product.

However, this investment is really crucial for a call center and basing a decision just on price is not the right thing to do.

It is very important to look at the pros and cons the call center has to offer before basing your decision solely on which option is the cheapest.

All in all, there are many factors in deciding which software is correct for your operation. Needless to say, we have gone through great lengths to ensure these 7 points were addressed in all our products. We encourage you to contact our sales team to find out more about how we can help leap past your KPIs.

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