How outsourcing firms choose the right call center technology

How outsourcing firms choose the right call center technology

OABPO Blog Team Published on May 21, 2014

two-male-in-data-center-room
There are several things to consider when choosing equipment and software for outbound sales, inbound customer service, multilingual support, and other call center services. Open Access BPO shares some of the steps that outsourcing firms take to make technology a worthwhile investment.


Choosing any form of technology to be used in call center operations involves careful planning and consideration of risks or benefits the company may reap from each option. How long will the technology be used? Is it compatible with the call center’s current equipment? Are the agents comfortable with using the new programs and devices? These are just some of the questions that the vendor must address before settling with a product in mind.

Define goals

No software or equipment should be purchased without initially determining the goals of the company and how the technologies would help attain those objectives. The firm should outline its plans and what its clients want to achieve before looking for the tools they need. In narrowing down the choices, the vendor must then match or compare the options’ specifications and functionalities to determine which among the products could meet the predetermined requirements.

Wants vs. needs

businessman-with-social-media-icons

There are innovations that could make call center operations a breeze. These technologies, however, may not be that important or demanded by the customers. Phones, headset, and computers are absolutely needed, but do they need certain add-ons like a callback software?

Vendors set the nice-to-haves apart from the must-haves by finding out the main functions and minor processes handled by their call center. Those carrying multiple accounts must have routing systems and interactive voice response (IVR) features, and those that are purely voice-based may not benefit from text analytics applications. Basically, the needs vary from company to company and sometimes, from account to account.

Consult teams and departments

The decision must not solely come from the management, but also from those who will use the equipment and those who will maintain it. It’s advisable to survey the agents about the most user-friendly products for them, and then consult the IT department about which brands could promise reliability and hassle-free upgrading, troubleshooting, or maintenance.

The existing facilities, systems, and devices must also be surveyed to know if the new technologies will adapt with the old ones. Consultation before purchasing can save the vendor from spending on extensive staff training for the new tools and investing in costly but unsuitable products.

Cost vs. efficiency

Affordability is an important factor, but this should not exclusively dictate the firm to avail the technology. Every option must be evaluated for efficiency first, and the choice that hit the most numbers of criteria must be given the highest consideration for buying.

Some firms make the mistake of selecting a piece of technology just because it does the needed function, without considering how the employees, clients, and other existing technologies would perform with this addition. Since there’s no perfect product, the key to selecting the right call center equipment and software relies on the proper identification of each product’s risks and compatibility with the call center.

0 responses to “How outsourcing firms choose the right call center technology”

  1. People should also consider what technology platform could be leveraged. Given that Skype for Business is poised to take over the telephony market, and that companies can earn major cost savings by retiring aging and expensive infrastructure, people should also consider moving their contact center to Skype for Business.

    • Faith Ocampo says:

      Great point, Ian. Technology’s closely tied to outsourcing. It facilitates almost, if not all, all business processes. The key is to look for readily available and low-cost tools that get the job done. And of course, security will always be a top priority.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO5 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO1 week ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO