5 Tips for Choosing Phone Systems for Call Centers

 
Every business follows a different set of requirements but they have a lot of things in common as well. These common factors must be identified and understood before deciding what call center phone system solution is the best for you. 

5 Tips for Choosing Phone Systems for Call Centers

Every business follows a different set of requirements but they have a lot of things in common as well. These common factors must be identified and understood before deciding what call center phone system solution is the best for you.

​Thus, Rich Technology Group has shared some of the key tips and important factors that can act as pillar points for your call center grade solution. 

1. Features Required 

An average business does not change their phone system for up to 7 years; so be sure to think of all the features that you need now or may need in the future. Before consulting with the clients regarding the features you work on, always find out the features that work the best for you.

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• How many extensions and users are required for the business?
• What level of mobility do the users require?
• Is there a need for mobile and desktop apps or not?
• Does the business require integrated video meetings for calls?
• Does the business require software integrations with any application?
• Does the business require an advanced Call Queue?
• What level of call reporting and analytics does the business require to track performances?

​Although there are just a few questions, there are many important factors that can be considered according to specific business requirements before requesting a price quote or asking for a demo.

​Thus, depending upon what basic to intermediate, or even advanced features you have on the list, a choice between regular cloud-based solutions or call center grade IP can be made easily. 

2. IP Phones and Hardware 

Most businesses are going virtual in today’s changing business world. As more people are retiring their desktop apps and are shifting towards VOIP mobile and desktop apps, they are getting free from the upfront and maintenance cost of hardware.

Although having an IP Phone is still a requirement and it totally depends upon personal preference, it can be an optional thing with the advent of virtual VOIP platforms. 

​Purchasing and maintaining IP phones can be really costly for people having extensions greater than small-sized businesses. Thus, to avoid such an add-on, mini call centers are going virtual with mobile and desktop apps with just a number of IP Phones for receptionists, CEO, and higher management. Many VOIP providers offer free IP phone agreements so it can be a major saving in many cases thus, considering this hardware cost prior to moving with VOIP service is a plus. 

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3. Pricing 

The monthly cost for a cloud-based call center solution solely depends upon the features you acquire. This list of desired features determines, if the call centers can function with regular VOIP solutions or is there a need for a call center-grade IP solution. The pricing difference between these two can be huge; but it worths the features because for call center grade IP, you are getting what you paid for. 

;​A call center grade solution includes call queues, voice response capable IVRs, artificial intelligence, machine learning capabilities, and much more. If these features fit with your business communication requirements, you are good to go.

​Most contact service providers include these in their C-cas package; so you can request demos of the platform to check it.

​Thus, knowing the difference between regular cloud-based VOIP and contact center grade IP should be considered before moving forward.

Related: Top 5 VOIP Service Providers for Call Centers 2021

4. Innovative Call Center Solution 

​Make sure that the VOIP service provider you are moving forward with is innovative enough to advance according to the latest changes in the business world. There are two important factors to consider in this aspect:

• Monitoring of current marketing trends in communication
• Monitoring of trends and requests from existing customers

​Any good contact center service provider understands the business communication platform needs and is always evolving. Therefore, adding new features and advancements to the platform is necessary.

​Thus, learning about the latest releases and new features about the provider beforehand is essential.

Here are 5 tips for choosing the best phone system for your call center. This video will help you during your search for the best call center software.

5. Customer Service, Support, and Implementation 

Adapting to a new phone system can be regarded as a tough nut to crack. The more users an organization has, the more advanced features will be required. For that, a highly efficient support team should be considered for challenges like integration, assistance, deployment, etc.

​Training of internal staff should also be considered as another important factor. Be sure to find out hard questions regarding the pre-setup and long-term support that you will receive from the VOIP provider.

​Most contact center providers typically charge a one-time fee for that in the initial phase. While this can be a little costly, it is well worth the money and time in contrast to the exceptionally long time. 

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Typically, a dedicated project manager is assigned to a mid-sized or higher-level company. The role of this person is to coordinate with the staff for all-aspect coordination, testing, training, etc.

However, it is just a temporary role and will be available for only 3 to 6 months. Thus, it is important to explicitly enquire about the technical support, customer service, typical time for callbacks, and similar stuff.  

Final Thoughts:
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If you like this article and want to manage a call center of any size,  not sure about which contact center service provider makes the most sense for your business, get in touch with us. We can coordinate demos for you and can get you access to special pricing get in touch without hesitation. 

If you want to find out more information regarding VOIP Services, get in contact with Rich Technology Group. Get the best business phone system deals at the best price by getting in touch with us. You can also share your business requirements with us as we can better navigate whether the service is good for you or not.

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