Call centers have a unique issue when it comes to upgrading their telecom systems. The main problem is that they have dedicated teams (i.e. sales and support) that do little else other than make and take phone calls all day. It is vital then, that any upgrades to a call center business phone system take place as smoothly and quickly as possible. This is also true when it comes to maintenance on the new system as well. It’s especially important that you have a system that is simple to set up and maintain. It will save you a lot of time in the future. Therefore, here are some call center features to look out for when choosing a new system.
Easy Set Up
It’s important that you have the ability to quickly add new users to the system. This not only minimizes the amount of IT resources you will need, but also helps reduce downtime during the upgrade.
Remote Worker Flexibility
Your new call center should accommodate remote workers with ease. Unfortunately, many call centers don’t easily handle remote employees. A good indication that the system will work for you is that it has all employees listed in one directory regardless of where they physically are. This way, you know they can all be managed from one location.
You Don’t Need IT to Help Make Changes
Call center managers constantly try to improve the caller experiences. Frequent changes, however, can prove a burden for an IT staff. If it’s a big change, your IT department should handle it, but if it’s a small change, it should be something the manager can do. You shouldn’t need IT to help you update greetings, call queues, IVRs, etc.
Your Phone System is From a Single Vendor
Ideally, all of the components from your call center system should be from a single vendor. This way, if something ever goes wrong with it you will only have to make one call. This quickens the time until you’re back up and running.