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Call Center Software: A Quick Guide

Call center software helps streamline and improve telemarketing processes - both inbound call centers and outbound call centers. The software is designed to help customers communicate and connect together. Companies choose call tracking software to improve customer service, handle more calls with the same amount of telemarketing representatives, or learn more about the volume in the call center (what days and times have the highest volume of calls).

Read our call center software Buyer's Guide to see even more benefits. 

Do You Need Call Center Software?

Before you make a purchase, know how many calls your business handles each month, the source of those calls, how many users will need to use the software, the metrics you use for tracking, your phone system, and your budget.  Once you have a ball park for what you are looking for and a price range, it's time to get on the phone with providers.  Don't just talk to one call center software provider, instead call 3 or 4 to make sure you get comparable quotes.

Will your company be growing in the next few years?  If so it is wise to plan for that now rather than later.  Ask the potential vendor how they handle upgrades, and is it easy to implement on your side.  You don't want to be stuck down the road with going through the whole process of getting a new software program and lose out on profit as a result.

Streamlining your call center efforts will open the door to more calls made, and hopefully result in more profit.  Most call center software can save 10 to 20 seconds on one call.  Although that doesn't sound like much, that time adds up over time.  In one day that could result in a couple hours saved per agent.  Don't let the sticker price of call center software shock you.  It may be expensive, but being able to make more calls without hiring more agents should make up the difference in cost and yield a good ROI.

If you are calling many people across the country and/or have multiple call center locations, it is a good idea to switch to a VoIP connection.  VoIP is much more cost effective when making long distance calls, and you can communicate very efficiently to each of you call centers as well. 

To learn more about VoIP, check out our VoIP buyer guide.

What Makes a Great Provider

Many call center software providers will show you a demonstration on how the software works.  This can be extremely helpful, and you can get feedback on questions right way during the initial demo.  Besides you, it is a good idea to include an agent who will be using the software, along with your IT person.  This will cover all bases inside your office, and the more people who try the service, the more likely you will choose the one best for your company.

Another aspect to consider is if the provider will allow you to test out their services.  Having a 30 day trial for example, will allow you and your call center to decide if it works well with your company's needs.  If a problem arises during the trial period, this is also a great way to see how the vendor's technical support handles crisis situations.

Buying a purchase like call center software isn't something to be taken on lightly.  It takes a lot of time and effort to research what you need as well as finding a provider that works well with you.  For call centers, software is one of the most important aspects of your business, so make sure you put the right amount of effort into purchasing your software. 

If you're interested in call center sofware, you may also want to consider inbound call centers and CRM software.