Running a call center means ensuring that you have the best performing telephone system possible if you want to wow your customers. If you're in the process of finding a new system to invest in, here are a few important features to look for that will help ensure that all your needs are met as time goes on:
Cloud Storage
One of the most important features to look for when choosing a new phone system for your call center is the ability to move some of the core components of your system to the cloud. With access to the cloud, you can pass some of the responsibility of managing your telephone infrastructure off to your service provider. With your core components uploaded to the cloud, you can count on your service provider's security experts to keep things like your customer information safe. Overall, the cloud will provide you with enhanced security, and automated system management.
Communication Analytics
It is also essential to make sure your new phone system offers real-time and recorded communication analytics. You need to be able to track statistics for each of your customer service representatives to gauge production and ensure quality. Everything from the length of and reason for each phone call recordings of the calls themselves should be available for review on a whim, and the information should be downloadable into a database where you can store it for future use. Look for a system that offers a customizable analytics system that will allow you to focus on the stats that are most important to you and easily overlook the stuff that you don't care so much about.
Easy Expansions
If you'll be using a VOIP service, it's a good idea to make sure that your system is expandable without having to worry about upgrades or new installations. You shouldn't have to switch to a new system package or endure a waiting period just because you want to add another phone line to your call center. Make sure that the new phone system you invest in allows you to add things such as phone lines, analytic systems, and customized databases with little notice and without delay. You may have to pay a small fee when requesting an expansion, so compare those fees before deciding which service provider you want to go with in the end.
These are just a few of the features to look for when shopping for a new telephone system. Add your own list of preferred features to the ones outlined here and use it as a guide while comparing your options at sites like http://www.gardenstatecommunications.com.
