The 2014 Call Center Software Advice Report | Workforce Optimization Blog

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The 2014 Call Center Software Advice Report

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Every year, the Software Advice website conducts a survey among call center software buyers, to find out what’s on their minds. This year’s results are typically revealing.

Perhaps the most surprising stat from Software Advice concerns “software advice” – or the ignoring of it. Turns out that nearly half of all participants surveyed – 46% – are just now getting around to a software purchase. This may be related to company size, as more than 60% of participants have 10 or few users.

The most requested feature among these buyers is call recording (42%), specifically to boost quality assurance and employee training.

What are the most important goals at call centers in 2014? Improving efficiency ranked at the top, mentioned by 67% of respondents, followed by organization (61%).

Cloud-based call center systems were the preferred deployment model, as more companies begin to realize the cost and convenience advantages of software as a service.

However, 40% of buyers expressed no preference between the cloud and an on-premises solution. Perhaps once they realize the differences in scalability, the costs attached to software updates and upgrades, and how technical issues are resolved, it will make this decision easier.

Price will also become a factor here, especially given the large number of responses from smaller call centers. A cloud system puts the capabilities of quality assurance and workforce management within the financial means of small businesses – the kind that traditionally get by with spreadsheets (or worse, pencil and paper).

And since this technology can boost the efficiency of smaller call centers, these companies are now less likely to export their call center functionality to India. Keeping call center services close to home, and making them cost-effective, is not only great for the company, it adds jobs to the national economy. That’s the kind of benefit everyone can get behind.


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