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Call Center Software Features & Pricing
Every vendor will have a different overview of what call center software should look like. They may stress certain features over others, or completely abandon applications that seem minor to them but could have a tremendous impact on your organization. Make sure that you examine what each vendor offers and request the solution that your company will benefit the most from.
And remember, you don't have to buy a software package that includes all of these features. Some vendors will offer applications such as predictive dialers, auto dialers, or IVR as stand-alone features. Click here if you want to request free quotes for one or more specific features.
Workforce Management
This important feature lets you efficiently manage your call center and increase productivity. Who are your best reps? When is the busiest time for calls? For sales-based calling, which reps perform the best? Wouldn’t you like to know who hangs up if kept on hold for too long? You can use templated reports to get this detailed information, or customize your own to focus on specific real-time data. Specific tools such as call monitoring allow you to train your staff and script a series of answers to use for all types of calls.
Automatic Call Distribution (ACD)
When a call comes in, it's automatically matched against your internal list and routed to the most appropriate agent depending on customer information in the system. If there are specific agents that work with certain customers frequently, they can have those calls directly routed to them. ACD comes in two flavors: conditional routing and skills-based routing.
Conditional routing lets you set parameters for which agents get the call. It ensures that a caller won't be on hold for more than a specified time period before a live service rep takes the call. Skills-based routing sends the calls over to agents with specific skills sets. This ensures that certain calls are handled efficiently which can reduce time spent on the phone and improve sales performances.
Auto Dialers
This feature saves you loads of time when you need to send out appointment reminders or notify clients of upcoming events. Auto dialers call a list of customers in a specific order so you don't have to. It can perform different actions depending on whether a live person picks up the phone, you get a busy signal, or it defaults to voicemail. If a listener picks up, auto dialers prompt the listener to enter responses by pushing the appropriate buttons on the telephone keypad.
Predictive Dialers
Similar to auto dialers, predictive dialers allow you to call several prospective clients and only connects live people to an agent. This saves ample time by not having to wait for a call result only to reach a busy signal or voicemail. Every action is reported in detail and the feature removes names appearing on Do Not Call lists automatically.
Screen Pops (or CTI)
Computer telephony integration (CTI) makes call centers extremely efficient by popping up screens with call information in front of the agent. This way, your reps can dive right into the call since they have the basic information before saying "hello"! It also gives your business a professional, streamlined feel which will sit well with customers.
Interactive Voice Response (IVR)
Live representatives shouldn't have to answer each and every call. What if a customer simply wants to know what your mailing address is to send in a check? Or what if people just want to know their checking account balances? You don't want to waste staff resources answering basic questions.
IVR puts the caller in the driver's seat by allowing them to access the information they need without ever reaching a live agent. By following a simple menu of audio instructions, they are prompted to hit telephone keys that correspond to their question. And if they have more pressing needs, they can opt for a live agent. IVR even lets customers enter basic information so the rep has it before taking the call.
To get IVR in your workplace today, submit a free request for quotes!
Other features
- Call blending - This allows you to balance the load of inbound and outbound calls as volume increases. Usually an option for larger call centers, call blending efficiently uses the time an agent has to spend on the phone.
- Customer service logs - Customer service inquiries can come from phone calls, email, live chat logs, and fax. These other methods allow agents to remain productive during downtime. You can also track and report all media at once the same way you can for phone calls.
- Remote access - Agents don't necessarily need to work at a physical call center. Many agents work at home or from the road and require access from any location with a broadband Internet connection. Even if you don't have many offsite employees now, it's an important feature to obtain up front if it's in your future considerations.
Call center software pricing
Let's be blunt: call center software isn't cheap! Plan to pay thousands to tens of thousands of dollars for a fully integrated solution. Just remember the big picture: You will be reducing call times and increasing productivity for your employees which will do wonders for your business.
Just be sure to avoid the "lowest cost" trap if you're serious about the purchase. While an expensive venture up front, skimping on a few hundred dollars early on can cause thousands of dollars worth of damage later on when you need to pay for constant repairs or service calls. It's important to assess your customer service needs and determine which methods work best for you, how frequently you need it, and what level of support you get.
To determine how call center software can impact your organization, remember to check out our Call Center Software ROI Calculator. This will allow you to get a preliminary estimate of how it will impact your bottom line.
Local software
The bulk of your costs will be the one-time set up fee that includes everything from the software customization to the installation and training. Right away, that can cost you $2,000 to $25,000 depending on the complexity of the software and the number of services you require. You may even pay higher prices if you require very complex customization.
You also must pay for the rights to use the software. This can be priced in a couple of ways:
1. Some vendors offer a licensed software solution that includes a fixed number of agents that will use the system. You can then purchase additional licenses for employees beyond that amount. Depending on the vendor and the quality of the software, you can pay between $2,000 to $10,000 for this solution.
2. You can also pay for call center software on a per license basis. This can cost between $800 to $1,500 for each agent. This can quickly hit you in the pocketbook, but fortunately you can receive volume discounts as you purchase additional licenses. If you are going to upgrade or add hardware, budget a few hundred dollars extra for each agent's setup.
If you want to ensure your company is protected from software problems, and you want to get the most up-to-date software upgrades and bug fixes, expect to tack on an additional 10% to 20% of the costs for a comprehensive maintenance plan. This can differ from vendor to vendor: Some software vendors offer free updates while others charge a nominal fee independent of extended maintenance costs.
ASP software
If the costs of a hosted solution seems very high and you don't run a large call center, an ASP software solution may be a better fit for your budget. The set up fee is far lower - and in some cases free - and you then pay $50 to $350 monthly per agent. That cost can decrease based on the number of agents using the software.
You may also be able to get concurrent user licensing prices which are more expensive but include all of the users accessing the software at one time. This is more economical option if you have several agents or agents working in various shifts.
Whichever call center software solution you choose, make sure you get one that is easily expandable. Your eight-person call center could grow to 50 people in a year and you don't want to have to go through a new integration process. Many solutions exist that are easily scalable for growth.
Vendor considerations
When you sit down to talk shop with a call center software vendor, you want to make sure you get the appropriate mix of fair price, reliable product, and solid customer service. Here are three guidelines to follow when choosing a vendor for call center software (or any other important business purchase):
1. Always meet with multiple vendors. Never take the word of the first call center software professional you speak with. You want to give each offering a fair shake to ensure you get the best mix of quality, price, and value.
2. To differentiate between the vendors, learn early which ones have worked with businesses similar to yours. They'll be able to share what others like you have purchased for their call center software needs and which features they found the most useful.
3. Don't take perception of the vendor at face value. Do your own set of research about the company. See how long they have been around and what their core values are. Read customer testimonials and contact references to find out what their experience was like. This is a serious purchase and you should feel 100% comfortable with whoever you choose.