The Business Case for Call Center Software Investment


Many companies today are finding their call centers are not keeping up with their business needs.  Any company that is having difficulty tracking key performance measures, such as customer and employee satisfaction, should invest in the latest call center technology if it expects to meet their objectives for those key business processes.

There hasn’t been a better time to invest capital in call management technology in years.  Costs for bandwidth, processing power, and computer memory are at an all-time low and are more powerful than ever.  Due to the economy, software publishers are making deals on some of their best call center management applications.  Still, the keystone that must be laid out, in order to convince top management that change is needed, is a clear articulation of the specific business benefits that will be realized. 

No change in business information technology (IT) can be successful without considering how people will be affected by the new business processes.  Building a business case for call management software should account for the traditional analysis that top management and call center staff can understand.  A cost/benefit analysis complete with discounted cash flows and a clearly stated payback period is one of the best tools available for illustrating the results of implementing call management technology.  Outlining the risks associated with the project, as well as proposing a risk mitigation strategy, enables decision makers to examine best and worst case scenarios.

Call center software has been enhanced dramatically in the past few years.  Applications provide better tools to monitor employees and to ensure best practices are applied across the board.  Both in-house call center solutions and hosted, virtual call centers feature tools to give management the control they need to monitor all inbound and outbound calls.  Real-time reporting allows management to monitor the contact center statistics, such as calls per minute, per agent, and average call time, to identify high- and low-performing staff so that quick corrective action can be taken.  Modern call center software can also boost historical reporting capabilities, giving management in-depth reports on call dispositions, call campaigns, and users.

One of the most important facets of modern day call center software is a customer history database that is available to all agents.  It provides agents complete information about all inbound and outbound customers to improve productivity and close sales more effectively.  Pop-up windows display the latest information to agents about prospective clients.

Any business that is considering revamping old data and voice lines into one voice-over-internet-protocol (VoIP) line is a prime candidate for upgrading call center software.  The latest call center technology works over VoIP lines, and several services that cost extra on old phone systems, such as caller ID and call waiting, would be free in your VoIP call center.  Interactive voice response (IVR) systems can be employed to get more out of a business call center without burdening existing staff.  Businesses can construct interactive menus that can, via qualifying questions answered during the menu portion of the call, either answer customer inquiries on their own or provide staff with information to improve and expedite their responses.

The business case for investment in call center software is a strong one.  It can cut costs per customer and, for even more savings, allow many companies to downsize call center staff.

Leave a Reply