Saturday, 14 July 2012

Call Center Software Comparison

There are various different call center software programs out there which are designed to help your business. Even though there are hundreds of different programs which basically do the same thing, they are not all the same and have some important differences between them.

Leading Suppliers of Call Center Scheduling Software

Pipkins, Inc. This is a company which supplies workforce management software for call centers. Their product is sophisticated and has the ability to forecast the needed workforce. They also offer a Vantage Point system which provides answers to difficult and complicated call center problems.

Center Soft Pro: This is the perfect system for an organization which is well aware of the importance of planning and forecasting employee scheduling. This system is affordable and provides you with the tools you need in order to deliver outstanding service. It delivers accurate and easy to read forecast reports daily, weekly, monthly, and more.

Xsellerator: This is an online call center scheduling service that charges a monthly fee but you are not required to sign any long term contracts. Because this service is online there are no programs to install and the system can handle everything from call center scheduling to financial collections. The only thing required is a headset for each call center employee.

SimACD: This is a module that can be added on which has the ability to test different scenarios before you actually present them to the call center. This module simulates the arrival of calls in large numbers and also shows the operator how many calls are holding in the queue.

Regardless of the type business you run there is always the need for some type of call center service. The size of the business determines the number of people who are needed to staff the center but this is a very important aspect of the business.

Often these centers are the first to have contact with the client. They might take orders or provide customer service issues the clients might have. The right software will track the times of day which sees the most phone call activity. This will help you determine how many staff members you need to have on hand.

Many software providers have the ability to detect the needed personnel for three shifts a day and provide prospective schedules fifty two weeks in advance. They can allow for vacation time or the schedules can be altered to accommodate sick days. Having the right call center scheduling software can help your company run smoothly and maintain productivity at all times.

Call Center Software Solution

The call centers are very crucial for any business success, that is why the automation with the help of call center software solutions is consider so very important by companies these days. From convincing customers from the calls made by a call center agent to the post sales services provided, the call center are important throughout the business cycle. Need of center software solutions is also more than ever to streamline, manage and maintain the whole call center business.

In the current era when competition among the companies has all gone to global level with the emergence and popularity of the internet, the center software applications are essential not to monitor the day to day activities, but also for planning tasks like resource allocations and roadmap design. With the help of call center software that are built or customized (if off the shelf products are purchased) according to company's style of work, can really act as a blessing for the shareholders and upper management. At lower levels, the appropriate center automated software solutions can provide ease and maximize efficiency of the center agents and managers.

There are so many types of software solutions that are used in call centers around the globe, however, the CRM (Customer Relationship Manager) software applications, VoIP (Voice Over IP) and Dialer software applications are bare minimum requirement for any good center. However, based on requirements and expansion needs and the size of the companies different set of software applications could also be obtained like automatic call redirector, load balancing software applications, to name a few.

A good set of software applications working in a center are enough to ensure the maximum customer satisfaction, provided the agents are skilled. Furthermore, it reduces the load from individuals and manager level staff of the company. With software running instead of manual operations means the cost is saved, as now more work could be obtained from the limited number of human resource.

From future growth perspective, the software also provide MIS reports which can be used to check the trend of the customers. The software applications can also help the company to learn the customers' needs, so that it can work accordingly to fulfill the gap and gain major market share. With the help of features like call recording, time spent on each call and many other such features, judging all the center agent performance also becomes very easy.

If you are looking for the best call center software solution you can visit, be sure to use a dialer application to increase your call ratio.

Call Center Scheduling Software

The smooth functioning of an enterprise is dependent on service scheduling software. Most facilities need an agile workforce and efficient management of operations. An efficient dispatch and scheduling operation lets you optimize on costs and make the workforce more productive.

Productivity in an organization is dependent on man-hours, the efficiency of workers and timekeeping. Most industries use service scheduling software. The goal of any business is managing people efficiently to get the maximum output and save money. The software has different functionalities including inventory control, invoicing and receivables, managing proposals et al. For a typical organization, the intricacy of the software determines how efficiently it can be used. The solution can also be customized for different workplaces.

Any typical enterprise uses a service scheduling software. There are different variants of this software for preventative maintenance, resource scheduling, and project and team management. Why use this software? It can help you save money and help in more efficient allocation. Most firms need maintenance management and software with the ability to streamline and automate. MNCs need the ability to foresee any problem and efficiently plan. Accuracy in record-keeping ensures that disaster-recovery is planned and assets are managed efficiently.

Usability is an important reason why anybody chooses to opt for service scheduling software. This is used in call centers and where ever a work order is created. Most managers use it to prioritize their plans, to drag-and-drop scheduling and to quickly locate site and property records. Most cost savings are a result of efficient management.

The features of a good service scheduling software are effective automation, good customer relationship management and avoiding delays. Most of the internal and external stakeholders in an enterprise need to be satisfied with the software. Productivity should not be compromised when this software is used. Most of the companies have to comply with regulatory requirements that keep changing over time. Access to integrated information across the enterprise is another useful feature of such software. Data usually exists in silos and there is no inter-departmental communication.

Software is expected to increase productivity, and incredibly grow without an increase in back office support costs. When you opt for service scheduling software, be particular about your requirements. The software has to scale and match internal requirements. Mission-critical applications have to run. Network downtime is a systemic fault that can be countered with such software.

Reducing liabilities and identifying possible benefit areas are the features of a good service scheduling software. Small and mid-size companies and larger enterprises need to efficiently run most of the time. There is an incredible amount of dynamism in any organization. Tapping that energy and transforming it productively is what the software should work towards.

Please visit to download a FREE 30 day demo of service scheduling software, available in a single user/network version.

Friday, 13 July 2012

Call Center Workforce Management Software

A call center can have a lot to offer an employee, but without an efficient Workforce Management software program, flexible scheduling can become a nightmare for both the worker and the company. An attractive feature of many call centers is that since they operate on a 24/7 basis, they offer a variety of shifts, so college students, mothers with small children, retirees, or school teachers can usually find a shift that fits their schedule. However, if your system doesn't operate correctly, shifts can become overstaffed as well as understaffed, which can lead to a lot of disgruntled workers.

A challenge that faces a lot of call centers is that because they have a variety of shifts, and workers have specific requests for scheduling, it can be difficult to keep each shift fully staffed. Your WFM software should tell you who is available during what hours, so there is never any confusion. This can be especially meaningful when somebody calls in sick or needs the day off at the last minute, because a roster of available replacements is right at your fingertips.

Of course, a very important reason why scheduling is so important is to ensure proper customer service. There are not many things more frustrating than to be placed on hold, listening to the Muzak version of a Barry Manilow tune for several minutes while waiting to speak to someone about an urgent problem. This can often be the result of being understaffed during a peak business period. With a reliable WFM program, you can be sure that you will always have enough people on hand to meet customer demand. These days, people have a lot of choices when it comes to whom they buy from. You do not want to lose a customer due to poor service.

And it is difficult to create a proper schedule without being able to forecast your needs. Your WFM software should be capable of providing an accurate reading of same-quarter of same-period sales from previous years, so you are never caught in a situation of being short-handed during peak hours. This will also be of great help when it comes to hiring. Call centers are known for having a high employee turnover rate, so an accurate forecast will indicate whether you need to beef up your staff to be prepared for a peak season. Reliable WFM software can make scheduling a breeze.

Now you can get the right workforce software for your business! Find out more about small business phone and communication services at our website now.

Thursday, 12 July 2012

Call Center Management Software

If you operate a call center, you know how important it is to have reliable Workforce Management (WFM) software. Without it, you face the danger of being understaffed during peak call periods, which can lead to customer dissatisfaction and a possible loss of business, and you won't be able to accurately gauge your workforce's efficiency. And with the high rate of turnover associated with many call centers, it is important to maintain your workforce as much as possible, which can be accomplished with the aid of WFM software.

So what are some of the things to look for in WFM software? First of all, it should be able to help you when it comes to forecasting. Many call centers have peak periods throughout the year, especially if it is a company that sells holiday gift merchandise or seasonal clothing. Conversely, there can be periods where business is slow, and you don't need much more than a skeleton crew to keep things going. Your software should be able to provide an accurate accounting of sales and service activity from past years, so you know exactly how big or small of a staff you need to have on hand at all times.

Your WFM software should also be able to assist you when it comes to scheduling. Since many call centers operate on a 24/7 basis, and offer a variety of full-time and part-time shifts with flexible scheduling, meeting your employees' needs can be a big challenge. You want to keep everybody happy, but at the same time you need to make sure you have all the bases covered, including lunch breaks and vacations. The last thing your business need is for a customer to be greeted with a phone call that goes unanswered or is routed straight to voice mail. The software you use should allow you update schedules easily and efficiently.

Another feature of WFM software is that it should allow you to track employee accountability. With all the different shifts available, there are workers coming and going at various times during the day, so the software should indicate who is showing up for work on time, or if there are attendance issues to be concerned with. This can be especially important when it comes to determining employee productivity. So don't leave your customers and employees in the dark. Select WFM software that meets all of your call center's needs.

You can find out more about small business phone and communication services at Now you can get the right management call center software for your business.

Call Center Software

The prominence of call centers has created a huge demand for call center software. Call center software is customized to manage interactions, reducing hold time, immediate routing of calls to ideal agents, providing detailed call reports and assisting in customer communication. Call center software is generally integrated with CRM software. The software helps in upgrading and improving customer service. It also enhances efficiency by reducing costs. It is essential that call center software helps in enriching the satisfaction of the customer with its in-built features. It can decrease the call holding period by routing the calls faster.

You should ensure you select appropriate call center software that improves efficiency and enables to attend maximum calls. The selection of call center software should be done keeping in mind to cut the operating costs. The selected software should give effective details such as number of phone calls attended the identification of the best agent who successfully attended maximum number of calls, the hold times, the number of callers who hung up on hold, etc. These reports help in analyzing and evaluating and are of great significance in helping the management in improving.

Process of Selecting The Perfect Software

It is imperative to consider various aspects prior to purchasing any call center software. The requests per month has to calculated, nature of call centers, inbound or outbound, sales or service oriented, external or internal. You should consider the number of agents as well as their locations, determine if technical support is offered and does it assist VoIP.

Ensure the software has adequate room for future development. It is always advisable to take the advice of management and the IT department before deciding on call center software. Take into consideration the installation time and go for software of your preference. The software should be user friendly, the options should be openly available, identification of callers and connection using database reports should be instant. It should facilitate CTI (computer telephony integration) and interactive voice response features.

Check with various vendors and choose one who is economical and suits your budget. There are firms that provide services and products to help businesses run efficiently. You should buy taking into consideration the number of lines you have, the number of agents you are handling, the number of operators and the products as well as services. You should not buy software just by referrals. The software you select for call centre should focus the leads to be taken, the leads under process, the leads that are complete and that which went cold.

The software should by all means give complete report daily. The daily report is the evidence of business developed. This report also indicates which staff has done maximum potential calls and the duration taken. Such reports are considered for giving incentives. The incentives earned are calculated taking into account all the essential details given by this report. So selecting call center software should encompass best features and purchasing software should be done meticulously to ensure best results.

You can go to to obtain more information about call center software. Thank you for reading.