There is a lot of uncertainty in the world today due to the COVID-19 (Coronavirus) pandemic. And managing a contact center in these trying times is a tough task. However, having the right technology by your side can make this a lot simpler and smoother. But the big question remains – how do you choose a remote contact center solution which best suits your business’s needs. Well, you are in the right place. Today, we will be discussing some of the factors that you should keep in mind while opting for a remote call center software.
1. Size of Your Business
Based on the size of their business – whether a startup, mid-sized, or an enterprise, organizations have different ways of doing a cost-benefit analysis.
- Small businesses or startups operate on small-term goals where they look for solutions that have lesser initial cost with maximum gains while being easy to use. So, for them, it makes sense to go for a cloud contact center solution with a subscription-based payment option i.e. pay for only what you use.
- On the next level are the mid-sized organizations. For them, scalability and ease of use become an important parameter for making the decision. A call center solution that allows them to offer autonomy and accountability while ensuring great customer experience is the most suitable solution.
- Things are slightly different when we talk about large scale enterprises. Customization, flexibility, and a feature-rich contact center solution that offers high-level security options is the one that makes the most sense for these organizations.
The location of your contact center is an important factor in determining the type of contact centre solution that you should opt for as that directly impacts the cost of operations. In India, for instance, the call rates are less compared to countries like the USA or Europe where calls are costly. Similarly, there are regulations and restrictions around the use of Voice over Internet (VoIP) across geographies. For example, countries like the UAE and Kuwait have banned VoIP services in their region, so if you are looking to set up a call center in any of these countries then you should look at alternatives like PSTN.
3. Type of Setup Deployment
If your organization operates in out of multiple locations or you have remote contact center agents working from various geographical locations, then that becomes one of the most important considerations when deploying a contact center software. In this scenario, having a cloud-based call center software is the most favorable solution to be work from home ready. At the same time, the decision between going for an on-premise or a cloud solution also depends on the speed of deployment, security, flexibility, and most importantly, the support offered by call center software provider.
4. Agent Infrastructure
Agents are the building blocks of a contact center. Thus, it is imperative to consider the infrastructure available to them while working from home. Every agent will not have access to the same level of internet speed and bandwidth, not all agents might have a laptop available to them. As an organization, you need to be mindful of these differences. Based on the infrastructure available at the agents’ end, you can opt for a mobile call center solution (when smartphones are available) or manage your customer interactions over an IVR. Make the decision that is in the best interest of your business as well as the workforce.
Last, but definitely not the least is the out-of-the-box call center integrations that are available. Whether it’s your existing order management or inventory systems in case of e-commerce or appointment booking tools as used in the healthcare industries, for a remote contact center to run smoothly, it needs to be able to integrate well with the existing technology. These CRM and CTI integrations, helpdesk, and ticketing integrations allow your customer service agents to get a holistic view of the customer and thus, improve conversion rates and the overall customer experience.