How to procure call centre systems technology that’s fit for life – and not just for Christmas …

Key points about your procurement strategy when buying call centre systems technology

Sometimes cost takes second place to being able to procure a higher-quality product. Is it possible to have both quality and value?

Procuring quality call centre systems technology

The forthcoming Black Friday online extravaganza is a great example: in 2018, UK shoppers spent a reported £1.23 billion over the Black Friday weekend alone*. This year, Black Friday is on 29th November, followed by Cyber Monday on 2nd December. Securing the best deal has become something of an art form – some will be looking for anything displaying a massive, one-off price reduction; others a particular product at an attractive rate. There are even online guides, with the likes of Techradar offering ’10 tips for making the most of Black Friday 2019’.

Getting the better spec and a great price during Black Friday has become news to brag about on social media.

How do you procure quality call centre systems technology at a great price?

In the contact centre, quality can’t be compromised; customers expect a fast and straightforward service, which solves their issue. In a recent Salesforce survey ‘State of the Connected Customer’, ‘84% of customers said the experience a company provides is as important as its products and services’*. But achieving this, of course, requires a careful balance between providing excellent CX and doing so within budget, with an eye on the bottom line. That same Salesforce report noted that ‘66% of customers are willing to pay more for a great experience’.*

To achieve the right mix, when procuring technology in the customer service environment, you need a solution which aligns Customer Experience, User Experience and cost. This is possible without agonising for months if you involve the right people in discussions.

5 tips for procuring the best call centre systems technology

  1. Be clear on the outcomes required from the technology. In your research, include customer-facing agents and back-office staff.
  2. Keep customers at the heart of your strategy. For example, if a product saves you money but limits the standard of customer service you can offer, it won’t be worth it.
  3. Take a long-term approach to achieve best value; a contact centre solution should be flexible and agile, to accommodate your organisation’s changing requirements going forward. It must be able to overlay your existing infrastructure and connect with other systems, to support sustainable growth.
  4. Armed with a list of the issues, start the discussion early with suppliers. Any potential partner worth their money should be able to suggest innovative ideas to solve your challenges and add value. They should also be able to demonstrate how their product will help you comply with Best Practice.
  5. Look for clear and straightforward contracts for easier management and monitoring. And ensure a proper level of training and support is available from your supplier.

We’ve got over 30 years of experience in the call centre industry and our contact centre software will help you achieve your required goals and outcomes.

Why not have a chat with us as a next step? Contact us here.

Sources

Techradar 10 Tips for Black Friday 2019

Radio Times Black Friday 2019 deals

Salesforce State of the Connected Customer Report 2019