Guide for selecting appropriate technology for a Call Center

Guide for selecting appropriate technology for a Call Center

To select the technological tools necessary for operational campaigns, BPO services and other call center services, call centers must take into account what different technological abilities are needed, which if used correctly, will yield successful campaigns for their clients.

It should also be clear that an outsourced call center’s purchasing decisions regarding technologies should focus on making sure the technology is adaptable to the current and possible future types of infrastructure, architectural telecommunications, networks, and security.

Despite the simplicity of the process of selecting the appropriate technology, there are several factors that must be considered:

    1. Size is important.
The demand in the number of licenses, call center services or users is important. Contact centers should attract supplier(s) by providing numbers of how many units of a certain product may be needed, especially if it’s in the thousands or tens of thousands. The bigger, the better in the eyes of suppliers.

    2. Call centers must be understood by suppliers.
Technical support has to be local, in your language, and on your schedule. The nearshore call centers that purchase the technologies and the employees who provide support for the manufacturer should have something in common: the language. This includes official languages, as well as industry and technology jargon. If the people don’t speak the same language, there will likely be communication problems, which may cause confusion and failure.

    3. Let them show you how.
The technology platform should require training and efficient support, readily available and in-person. The quality of your call center services will greatly benefit from this. It isn’t helpful for an outsourced call center to receive a training manual that has a file size of 136 GB that occupies space in the server’s memory (and not in that of technology manufacturer). The goal is for the contact center to utilize the technology independently and only consult the manufacturer with serious problems or for further purchases.

    4. Easy, friendly, and intuitive.
It is extremely important that the system’s interface is written, adaptable, and 100 percent localized to the operators’ different regions. The same goes for supervisors, managers, administrators, and those who operate independently. However, just because the interface is adapted to your language, there still may be confusion, due to the endless terms, combos, formulas, indexes, and buttons. These could be the difference between the success or failure of the system’s management. Equipment, software and their manufacturers need to speak the same language as their nearshore call center customers to avoid problems.

    5. Integration
Currently, it is fundamental to rely on a platform that is completely integrated and based on servers that operate with VoIP protocols (Voice over Internet Protocol), which don’t require older technology integrations. This is how modern platforms based on cloud computing servers integrate voice, data, markers, recordings, storage, searches, development, and social networks among other technological tools to convert multi-channels into one station.

At NextDoor Solutions, we bring personalized attention to BPO services to a higher level. Our nearshore call center, located in Tijuana, Mexico, is staffed by a highly qualified, bilingual workforce that shares the same time zones with America.

Our outsourced call center is filled with experts who love helping companies reach their full potential. NextDoor Solutions proudly provides cost-effective call center services and BPO services for the United States.

Contact us today by calling 1 (619) 400-4177 or emailing info@ndscenter.us

Maximize your front office and back office support staff by contacting NextDoor Solutions today!