The last blog in this series of 'what questions to ask...' looks at other general questions that don't fit the pricing, product features or user-friendly categories. Let us know if you think there are any that we missed out on!
The testing phase is really important for making a decision as it allows you to get a feel for each of the options you're considering.
There's nothing worse than having a problem with call center quality monitoring software you're paying for and getting no response on a support ticket... and not having a number to call the support team on.
You cannot use call center quality monitoring software that isn't verified and secure, you would be breaking your own compliance regulations if you upload sensitive customer information into a platform that isn't secure. A good idea to combat this is to ask the QA tool provider if your IT team can do penetration tests before commencement of your custom.
Credibility is important when choosing a supplier so check out who else is using the product and what they think of it.
To read all the other blogs in the series on what questions to ask when buying call center quality monitoring solutions click on the links below;
Today’s customers are not as enthusiastic about phone calls as previous generations. While traditional phone support still has its place, the truth is that 22% of customers don’t like talking on the phone. They are used to texting and emails as the most effective..
Contact center regulatory compliance impacts every aspect of your business. The fact is that thousands of customer interactions happen in the contact center each and every day, many times exchanging sensitive information that could result in disputes, claims, or..
People forget that spreadsheets were developed as computerized replacements of paper accounting worksheets, useful for "what-if" analysis since many financial cases can be rapidly investigated without manual recalculation.