Running a call center or telemarketing business is no easy feat. With hundreds of calls made daily and the pressure to close more deals, there’s no room for poor call quality and unreliable software. Having a good call center application or dialer is crucial in ensuring success and growth for your business. But how do you know if you’re paying for a trash call center application or dialer? In this blog post, we’ll discuss three big little things to watch out for to avoid investing in subpar software.
The first red flag is the inability to transfer calls with the prospect’s phone number instead of your floor number. Without this feature, your agents might appear unprofessional and even lose a deal. As most prospects are more likely to answer calls from local area codes than unfamiliar ones, it’s essential for a good call center app or dialer to have this capability. Make sure to test this feature before investing in any software.
Another issue to look out for is when your call center app loses recordings, causing compliance issues. For businesses that rely on call recording for training, quality assurance, and legal purposes, losing even a single recording can be detrimental. Compliance regulations, especially for industries like healthcare and finance, make it mandatory to keep recordings for a specific period. If your dialer software has a glitch that causes recordings to disappear, it poses a significant risk to your business.
Thirdly, a good call center or dialer software should enable you to work dynamically. This means the system should allow your agents to adapt to the flow of the conversation and personalize their approach to each prospect. Static, one-size-fits-all scripts might cause disinterest among your prospects, leading to lost deals. Your call center application or dialer should allow your team to be alert and respond in real-time, making informed decisions and taking action that yields results.
In conclusion, investing in poor quality call center software can harm your business instead of elevating it. Make sure to look out for these big little features before committing to any call center app or dialer. Call transfers with the prospect’s phone number, secure call recording, and dynamic working are all essential features of a good call center software. Your business success and growth depend, to a great extent, on having dependable call center software. Remember to test these features first before you invest a single penny.