Before you can enjoy all the benefits of call center software (productivity, profitability, security, etc.), as well as all its features, it is important to know how this solution is installed within a company. To help you understand the process, Vocalcom has listed the seven essential steps, from project planning to performance monitoring via the call center software.
First, needs analysis is an essential step, as it allows you to assess the number of simultaneous agents, the volume of outgoing and incoming calls, the features used (reporting, recording, etc.), the communication channels to be implemented, and the connections to be made with the CRM. Before proceeding with installation, you must also check your server capacity to ensure that it can handle the volume of activity in your call center and that your architectures (clusters, load balancing, etc.) can ensure continuity of service at all times.
Next, you need to check that your call center’s data center has the necessary hardware resources: servers, storage, network. Also remember to check the compatibility of your operating systems and databases, then plan for a secure network architecture with good VLAN management, firewall, and VPN. Beyond all this, configure the SIP gateways or SIP trunks with the telephone operators, and check the quality of your service’s traffic (incoming and outgoing calls).
Thirdly, we recommend installing all the necessary software components, such as frameworks, OS, databases, web servers, and more if needed. To help you, Vocalcom always provides detailed documentation on the subject. Next, your messaging services and other dependencies will also need to be configured for your call center.
To ensure that everything runs as smoothly as possible, our Vocalcom technical engineers and certified partners can assist you throughout the process of deploying the call center software in your company. At the same time, please note that it is essential to configure IP telephony in your department (SIP, gateways, etc.), and even to connect your CRM to our solution to obtain a 360° view of your customers.
From access management to encryption and GDPR compliance, several security solutions must be configured. To do this, we recommend using user accounts with limited rights, enabling strong authentication, encrypting communications with your customers, both voice and written, and ensuring that all personal data collected is protected by your call center, in accordance with the European GDPR.
Before finalizing the deployment of your call center software internally, it is always necessary to conduct a few functional tests to ensure that it is working properly. During this stage, all features can be put to the test before the software is officially validated and taken over by your teams and agents on duty.
Finally, it is recommended that you accompany the implementation of call center software in your company with technical and user training (IT teams, administration, supervisors, etc.). You should also keep track of all your configurations and procedures in easy-to-consult documentation, as well as monitor the behavior of the various components of your solution. Note that Vocalcom can assist you if needed.
Finally, consider using analytics tools to monitor response time, first contact resolution rate, and customer satisfaction: three essential KPIs for customer service. For specific advice tailored to your environment, we recommend consulting the documentation provided by Vocalcom or its support service.
Vocalcom offers other guide pages on the same topic: how to choose your call center software, why use call center software, what are the features of call center software, and what are the advantages of call center software.
