The-Future-Of-Call-Center-Outsourcing-4-Big-Tech Trends-1

    How to Find the Best Software for Call & Contact Center Outsourcing

    Did you know that nearly 73% of consumers will switch to a competitor after multiple bad experiences? Every interaction is vital when it comes to the call center industry. Call center outsourcing software is designed to streamline operations by managing customer interactions effectively while providing insights into overall performance.

    The efficiency of a call center is pivotal in ensuring customer satisfaction and maintaining a competitive edge. A well-optimized system reduces wait times, resolves issues quickly, and promotes a positive customer experience.

    In this article, we’ll cover the benefits of investing in the right contact center outsourcing software, key features you should look for, and some best practices when implementing new technology.

    What are call center operations?

    Call centers are at the heart of any customer-facing business, serving as a critical point of interaction. These centers handle incoming and outgoing calls to manage customer queries, take orders, perform telemarketing, offer support, and more. They ensure smooth communication between customers and businesses to help resolve issues, build rapport, and foster loyalty to the company.

    However, contact centers can face many challenges. Handling high call volumes, maintaining customer satisfaction, reducing operational costs, and ensuring proper data management are all persistent issues. Not to mention, the dynamic and sometimes high-pressure environment can lead to high employee turnover or heated customers, adding even more fuel to the fire.

    Specialized call center outsourcing software, like contact center quality assurance tools, can streamline workflows, automate tasks, boost productivity, and elevate the customer experience. In an age where real-time services and staying connected are more important than ever, taking advantage of new call center outsourcing software is essential.

    Top benefits of call center outsourcing software

    As call centers continue to evolve and deal with these challenges, the need for modern, comprehensive outsourcing software is higher than ever. These new tools are no longer a luxury—they’re a necessity to stay connected to your customers and ahead of the competition.

    Here are just a few of the main benefits of outsourcing software.

    Enables omnichannel service

    Wherever your customers reach out, whether it’s phone, email, social media, or even live chat, omnichannel software ensures a seamless experience. It doesn’t matter how they contact you—consistent, quality service is available regardless of the chosen method of communication.

    Enhances customer experience

    With modern outsourcing software, you can provide personalized experiences for your customers, boosting metrics like CSAT and NPS. Features like real-time monitoring, intelligent call routing, and customer relationship management (CRM) integrations can also improve CX.

    Boosts operational efficiency

    By automating simple, time-consuming tasks like data entry and call routing, these tools can help your outsourced teams be more efficient and focus their efforts on delivering outstanding service.

    Improves cost-effectiveness and scalability

    Using cloud-based call center software allows you to scale your efforts up and down on demand, helping you save on costs while staying flexible.

    Supports compliance and data security

    With 83% of companies likely to face a data breach at some point, compliance and security are more essential than ever. Newer software has features that can help enforce regulatory compliance and protect your organization from malicious attacks.

    Empowers agents with information

    More advanced software solutions also include expansive knowledge bases and training programs to keep agents well informed. This allows you to prepare your outsourced team for any situation they encounter.

    Provides real-time analytics for data-driven decisions

    Real-time analytics can enhance contact center operations, offering performance metrics and data to help improve overall efficiency. For example, you may spot that an agent’s AHT has suddenly dipped, explore further to learn why, and discover that they’re lacking knowledge of a new product. This allows you to take corrective action quickly.

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    What are the most important features of call center outsourcing software?

    With such a wide variety of options available, choosing software for your outsourced call center can be difficult. Understanding the different options and whether they’ll improve your team's performance is essential. Let’s break down some of the most important features you should be looking for in call center outsourcing software.

    Interactive voice response (IVR) Systems

    An IVR system is the first contact point for callers. It’s a computerized system that directs customers to the correct services or agents by interpreting vocal prompts or keypad inputs. A well-structured IVR system can help minimize waiting times and enhance customer satisfaction.

    Automatic call distributors (ACDs)

    While IVR systems may route callers to specific areas, ACD software drills down even further. It routes calls to specific agents based on preset rules, such as skills, availability, workload, and caller data. This can help to optimize agent utilization while minimizing call handling time and improving customer experiences.

    CRM integrations

    Integrating a CRM can seamlessly bridge your call center outsourcing software and customer data. These systems provide your agents with comprehensive customer insights, allowing them to offer personalized service to callers. Without CRMs, teams may struggle to build a rapport, dragging down the overall customer experience.

    Reporting and analytics tools

    Accurate data and meaningful insights are crucial to improving your call center’s efficiency and performance. Using analytics and reporting tools for your call center can provide real-time data and in-depth insights into multiple metrics, helping teams to make informed decisions and enhance service quality.

    Call recording and monitoring

    Call recording and monitoring tools help resolve disputes and provide teams with invaluable data for training and quality assurance purposes. They also allow managers to review calls for compliance and gauge agent performance, so they can ensure a consistent standard of service.

    Workforce management capabilities

    Automating and optimizing your workforce is crucial to maintaining high service levels and minimizing costs. Workforce management (WFM) options in call center outsourcing software can offer forecasting, scheduling, and performance tracking features, increasing agent productivity and operational efficiency.


    How to Choose the Right Call Center Outsourcing Software

    Choosing the best call center outsourcing software involves a delicate balance of many factors. By doing your due diligence and analyzing the key aspects below, you can find a software solution that fits your needs and improves your business outcomes.

    Assess business needs, goals, and budget

    Choosing the right call center outsourcing software is an important decision that hinges on a deep understanding of your business needs and goals. Pinpointing what’s most relevant to your outsourced team—and what they need to grow—is essential.

    These decisions might include using IVR software to route calls more effectively, or adopting QA software to monitor and train agents better.

    A clear-cut goal guides your selection process and ensures the software's measurable impact on your operations. Additionally, it's essential to consider your budget. Remember, the most expensive tool isn't necessarily the best fit for your organization.

    Consider scalability and integrations

    When evaluating different call center software, you should keep scalability in mind. As your business grows and seasons change, you’ll want to ensure your call center is always running smoothly, which means your software needs to be flexible too. Cloud-based solutions can help you scale up and down as needed during peak times or busy seasons.

    Additionally, you should consider whether these tools can integrate with your existing software stack, such as CRMs and databases. Software that easily integrates with the tools your teams already use can significantly improve agent efficiency. However, if your new software requires a big overhaul of existing systems, it may cause training or adoption issues.

    Examine your vendor’s reputation and support services

    Naturally, nobody wants to do business with untrustworthy companies. Properly vetting your provider can help ensure the software they’re offering helps your business and doesn’t cause further issues. Checking for reviews and case studies, and asking peers within your industry, can help paint a clear picture of the vendor.

    High-quality software vendors will have a proven track record showing their successes and highlighting how effective their software is. Ideally, they should offer comprehensive support for their products too. Check if they provide onboarding assistance, training services for your agents, and software upgrade policies.

    Determine training requirements

    Implementing new tools and practices is essential, especially for your agents, who are the customer’s first point of contact. However, adequate training—whether internally or from your software provider—can make or break how effective these new tools can be. Ensure that you define training requirements in advance, and set out a plan to achieve proficiency.

    Dramatically improve operational efficiency

    Best practices for implementing call center outsourcing software

    The biggest hurdle you may face is the implementation of new contact center outsourcing software into your existing system. If they’re not integrated properly, the new tools could actually set you back. Let’s go over some essential practices that you should focus on when adding new software:

    • Ensure effective employee training and onboarding. Your teams must be comfortable and competent with any new software. Look into whether or not your software vendor offers training courses for their products or spend time creating sessions for your agents. Ensuring your staff is well-equipped to use these new tools can help smooth the transition and make their lives easier in the long run.
    • Establish a solid quality assurance process. QA goes hand in hand with any call center implementation. Set up QA processes to monitor the performance and functionality of your new tools and see how your agents use them. This information can be invaluable to monitoring efficiency and measuring the success of the software. Performing regular quality checks can also ensure the software is working as intended and that your staff isn’t having any issues with it.
    • Integrate new tools with existing systems. Your new software should work seamlessly with your existing infrastructure, reducing friction and streamlining processes. An efficient integration minimizes awkward workarounds, helps reduce errors, and boosts productivity.
    • Monitor progress and push for continuous improvement. Your call center software should be a dynamic tool that evolves with business needs and market changes. Regular monitoring, reporting, and subsequent improvements are vital to ensure your software continues to provide value and optimizes your call center operations.
    • Identifying key metrics for success. Determine the benchmarks that will define the success of your new software. These can include improvements in customer satisfaction, first call resolution rates, agent productivity, and more. Monitoring these metrics provides measurable proof of the software's impact and informs potential adjustments.

    What are the key future trends in call center outsourcing software?

    Call Center Technology is evolving constantly, sometimes faster than expected. Keeping up with these changes can be difficult, especially when they’re as explosive as we’ve seen with AI tools over the past year. To ensure you’re staying ahead of the competition, you’ll also need to stay ahead of these tech trends.

    AI has been making waves across nearly every industry, and for good reason. AI-powered customer support is quickly becoming vital to many call center operations, where it can help streamline processes and improve the customer experience.

    It can rapidly understand and classify customer issues, allowing support agents to respond more efficiently and effectively than ever. Additionally, AI chatbots can provide 24/7 support, catering to multiple languages and time zones and extending your company’s reach.

    Along with AI, omnichannel communication is quickly becoming the industry norm for call center outsourcing software. Your team can provide a more unified and cohesive customer experience by offering seamless integration across multiple communication channels.

    This approach enables your agents to effortlessly switch between channels, ensuring a smooth and consistent flow of information and personalized connections at every touchpoint.

    Additionally, the increasing adoption of cloud-based software means your support team can access call center services from across the globe, improving collaboration and scalability. This also leads to powerful predictive analytics tools that can play a significant role in your call center operations, as we covered earlier.

    How to measure the success of your call center software

    Evaluating the success of your call center software is crucial to continuous improvement and can provide valuable business insights. An important starting point is defining and tracking key performance indicators (KPIs) that can help highlight specific areas and visualize performance. Common examples include first call resolution, average handle time, and net promoter score.

    On top of those KPIs, you’ll also want to track vital customer satisfaction metrics. Having a high customer satisfaction rate is a key indicator that your software is making a meaningful difference. Track metrics such as CSAT and customer effort score (CES) to gain valuable insights into how well your new software meets customer expectations.

    Another key point to watch is the ROI of the new software you’ve adopted. Comparing the costs and benefits, as well as the impact on revenue growth and cost savings, can point to whether or not the software is making a difference beyond CX.

    This also allows you to measure your agent’s engagement and productivity. If they take longer than usual to handle issues or are engaged less often than usual, you may need to investigate and find out why.


    Finding the right call center outsourcing software can unlock tons of benefits, from better customer satisfaction to increased agent productivity, and even a boost to your ROI.

    By prioritizing key features like AI-powered support, omnichannel communication, and predictive analytics, along with implementing best practices once you’ve adopted new software, you can make a massive impact on your business and the customer experience.

    Choosing the right software takes careful consideration and a clear understanding of your business needs. Scorebuddy is here to help you take customer support to the next level with our award-winning quality assurance software.

    Improve your existing QA processes and future-proof your operations with Scorebuddy. Get your free 14-day trial now.

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      What software is used in call centers?

      Call centers use a variety of software to optimize their operations. Some key examples include:

      • Customer Relationship Management (CRM) Software

      • Interactive Voice Response (IVR) Systems

      • Automatic Call Distributors (ACDs) 

      • Predictive Dialer Software

      • Quality Assurance (QA) Solutions

      • Workforce Management (WFM) Tools

      • Omnichannel Communication Platforms

      How does call center software work?

      Call center software helps streamline customer communication, allowing agents to efficiently manage and engage with them. It typically consists of CRM systems to provide customer data, IVR systems to route calls to agents, ACD software to manage calls and agents, and more. These tools all work together to route and distribute calls to agents, minimize wait times, and deliver personalized experiences while keeping agents informed on customer issues.