10 Steps to New Call Center Technology

telephone, headset and keyboard in a contact center

The right technology can make your contact center sing with higher productivity and performance, better reports which enable better management, improved service and/or increased sales.

Some companies want to choose call center technology in a matter of two days. These firms often pay for hastiness when the solution no longer meets their needs shortly after deployment. They either hobble along with inadequate technology, or throw it out and try again. Either way, operations and results suffer. There is a huge upside to doing it right and thoughtfully the first time.

Here are the 10 steps to employ in the selection of call center technology. Properly performed, this process can help a business make a better choice as it considers the many potential vendors, whether with a consultant or on its own.

technician examines call center file servers

The 10 steps are:

1. Define needs in detail, in writing, for today and future years.

2. Identify technology that appears to meet the "must have" needs.

3. Issue an RFP (request for proposal) that asks vendors to describe, in writing, how they can specifically meet each of your business' stated needs.

4. Review RFP responses and clarify ambiguities in writing.

5. Check with user group members and newsgroups for feedback on the system.

6. Check references.

7. Select finalists for site visits.

8. Kick the tires of finalists by visiting an operation similar to yours, which is using the technology in a similar way, and asking tough questions.

9. Review and revise the contract making sure to incorporate the RFP response and making sure to have it reviewed by a competent attorney.

10. Develop an implementation plan and timetable with the vendor and incorporate it into the contract.

Each step requires a thorough approach.

For example, if your enterprise needs customization, it is beneficial to design it up-front and incorporate it into the contract. Pricing, guarantees, and service are often very different in the pre-sales period, because the vendor is trying to close the deal in a competitive environment, and post-contract.

*These are general recommendations. Specific strategies and tactics should be based on a review of your needs, market and operation. For outside support contact Lieber & Associates.

Knowledgebase for Contact Centers
Article by Mitchell Lieber

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