Nine out of 10 consumers want an omnichannel experience with seamless service among communication methods, according to UC Today. That means customer service in the call center needs to support both voice and SMS, among other methods. As consumers want more immediate, personalized support, call centers have to be ready to serve them through both calls and text – at any time of day.
This pressure means call center software companies have to have the most reliable, cost-effective means of supporting growing traffic for their customers. When your customers are the businesses upholding these steep asks for customer service, you need to be ready to scale and ensure your service is online 24/7. The right communications platform can help you do that. Here’s how:
Look for Carrier Redundancy
When you use a single voice provider and downtime occurs, your users are left with no voice service to power their call centers. Call centers can suffer no blip in service, so neither can you. When you choose a voice provider, it’s best to opt for one that features multiple carriers so you can switch from one carrier that is down to one that is online instantly – avoiding an outage and supporting around-the-clock call center needs.
Consider the Ability to Scale
As your call center customers require the ability to scale, so do you. As a call center software provider, you’ve seen your customers experience spikes in seasonal call volumes at holidays and other times of year pertinent to their businesses. When they need to process more calls and texts, your solution needs to hold up. That’s where the scalability factor of a voice and SMS provider comes in.
Look for a provider that can provide scalability at a low price point so you can support your customers’ call volumes while scaling your own business as your customer base grows.
Seek Cost Control for Voice
Using a single carrier eliminates cost control. With multiple carriers, you have options to lower your expenses and keep your voice costs in check.
It’s also important to search for a platform that offers intelligent call routing and AI technology to help you automatically route voice calls over the least expensive routes. That’s why we’ve designed thinQ’s intelligent call routing solution to automate the process of selecting the lowest-cost carriers for your voice traffic. When you save, you can pass those savings on to your customers.
Ensure Transparency
With some carriers, how and where your calls are routing and the costs associated with each call can be a challenge. This means losing an important element: control.
With the right multi-carrier partner, you can quickly and easily control your call routes, allowing you to make smart moves like increasing or decreasing capacity to fit your needs with ease.
Another layer of transparency that many platforms don’t offer is the chance to make adjustments on the backend yourself. Providers usually force you to submit a ticket and then wait for a solution to the issue that you’re facing. But with Commio, your backend software makes it easy to track how many calls are being routed.
Choosing the Right Communications Provider for Call Center Software
From transparency to cost control, redundancy, and the ability to scale, the characteristics above can help you lower your costs while still providing an excellent, uninterrupted experience. If you’re ready to learn more about how the right communications platform can help you improve your call center software business, contact Commio today.
