Call Centre Bespoke Software Development

Understanding Business Needs

The success of any call centre relies heavily on the availability, useabilty and alignment of it's tools and processes. Each call centre is unique and so, has distinct needs which may be shaped by factors such as industry, target audience and service offerings. Being able to recognise and understand these unique requirements is essential to designing a solution that encompasses them all. Here, we take a look at some of the more common business needs that bespoke software solutions can help address.

Workflows

Each call centre is there to provide a specific function(s) whether that be sales, support or general customer service. For each function, there are also individual workflows in place that make up that particular function. Custom solutions can be developed to streamline and sometimes automate these processes to ensure they are as efficient and easy to navigate as possible.

Customer Driven Experience

Different call centres cater to different customer bases each likely with their own expectations and needs. Understanding and embracing these nuances through the use of custom built software allows businesses to implement tools and features that actively promote personalised interactions that serve that particular client base in the best way possible. An example of this could be having a live chat feature implemented as part of a wider CRM that allows the customer to choose how they interact with an organisation.

Operational Challenges

From handling high call volumes to managing omni-channel communications, every call centre faces unique operational challenges. Identifying these pain points up front means that a solution can be built to directly address and overcome the issues.

Compliance and Security Requirements

Call centres in specific sectors (particularly those that are heavily regulated) such as healthcare or finance, must adhere to strict regulations such as HIPAA or GDPR. Understanding of these requirements ensures solutions can be developed that are not only functional but also encompass compliance and security requirements as well.

Designing and Building Bespoke Solutions

As we have touched on above, it is imperative that businesses fully understand what they need from a bespoke software solution before taking the leap and deciding to purchase one in order to ensure the design and development process goes as smoothly as possible. Now, we will take a closer look at the actual process in question.

The Requirements

Stakeholder Engagement - The first port of call should be to engage with the people who will actually be using the software - call centre managers, agents etc to understand the challenges they face, the current workflows and ultimately the outcomes they would like to achieve.

Business Objectives - Based on the feedback gathered from stakeholders and what the wider business would like to achieve, clear goals should be defined. This could be improving efficiency, enhancing customer satisfaction or cutting on-going costs.

Compliance Considerations - If an organisation is in a regulated industry or has specific preferences around compliance, these requirements should be identified.

The Design

User Focus - When designing the software, the user feedback gathered in the requirements stage is essential. The UI should incorporate the needs (and wants) of the people who will actually be using the software which could be 'simple to navigate', 'visually appealing' or 'easy to learn' for example.

Accessibility - It is also good practice to incorporate accessibility features so the system can be used by as many individuals as possible particularly those with additional needs.

The Features & Functionality

Features - At this stage, the core feature requirements should be laid out. This could include things like customer data management, call routing and a live chat function.

Functionality - Additionally, the way in which the above features need to work should also be decided - these will essentially become the workflows and can be quite complex within call centres in particular.

The Architecture

Data - The data structure of the system needs to be determined. How many data feeds, how it's managed and any security mechanisms to protect it should be decided at this stage.

Integrations - Any additional systems the new software needs to integrate with immediately and ideally in the future should also be identified and accounted for here to ensure the solution is developed in a compatible way.

The Development & Testing

Methodology - It is good practice in software development to use agile methodology. This in essence means using iterative (create, test, revise, improve) development cycles which allow for regular feedback and adjustments, and thus, continuously improving the product.

Core Features First - Another good practice (although there are exceptions!) is for developers to first build the Minimum Viable Product or the MVP which means to build enough of the product (features and functionality) so it's at a point where it can be used, tested and feedback provided without adding in everything required for the end result.

The Deployment

Approach - Depending on business requirements, level of risk and other factors, a phased or big bang approach can be taken with the deployment of the software. For phased, the new system could be rolled out to individual user groups first to ensure viability whilst keeping the old system running. For big bang, the new system can be rolled out to all users at the same time.

Rollback plan - Particularly when taking a big bang approach, it is strongly advisable to have a back up plan (usually an easy way to revert to the previous way of working) should there be issues. Needless to say, not having one can cause all manner of critical problems for an organisation.

Training*

Training plan - Training users on the new system may be done prior to, during or after deployment depending on the specific needs of the business and the complexity of the new solution. Regardless of when it is done, it is crucial to have a solid training plan in place rather than it being an afterthought. If employees can't use the system, they are more likely to make mistakes (or not use it at all), which means lower productivity and ultimately a delay to any benefits realisation or ROI.

The Future

Monitoring & Feedback - It is imperative that any new software is closely monitored for a period of time post deployment. The length of time will vary depending on complexity but it gives users the opportunity to use the system outside of a testing or training environment. This is where they are more likely to identify issues and suggest improvements.

Add, Remove, Amend - In line with changes to the business, organisations should look for opportunities to further refine the software by adding, removing and amending features.

Software Solutions Tailored to Call Centres

We have touched on briefly above about the fact that CRM software is generally the most popular within call centres but there are of course a range of other systems we might find there. Here we take a closer look at what they are.

Customer Relationship Management (CRM) Systems

CRM systems are essentially a one stop shop for all things client management. They hold client data, provide a platform for managing and tracking interactions and can be used for a whole host of other useful processes including email marketing, promotions and managing complaints. They are useful in the context of call centre environments because they can usually be integrated with call routing systems, they can automate workflows and processes such as follow up emails and provide an easy way to access any previous customer interactions so service can be personalised to the individual based on that.

Whilst there any many off-the-shelf CRM systems available to use, they do not always provide all the necessary features and functionality that businesses require. Custom CRM systems can provide everything an organisation needs in the way they need it.

why not explore Customer Relationship Management Systems in more detail? You can also check out the differences between bespoke and off-the-shelf CRM systems in more detail here.

Workforce Management (WFM) Systems

Another common type of software found in call centres are workforce management solutions. These software systems are particularly useful for clocking in and out, scheduling resources and providing real time insights into call handling times, abandonment rates and so on. Another core feature found in many WFM systems is their ability to integrate with attendance and payroll systems, taking the manual burden away from the agents and allowing payroll to be calculated automatically based on the figures within the WFM system.

Again, there are a plethora of off-the-shelf options available to call centres but when they have unique and complex processes or require specific integrations, custom software is the better option.

Find out more about Workforce Management Systems.

Knowledge Management Systems

Knowledge Management Systems are also often present in call centre environments. These systems act as a central repository for employee resources and provide an easy and effective way for agents to access the information they need to do their jobs. They can even be used as a self help knowledge base for clients, providing answers to FAQs and providing walkthroughs on how to do particular things.

By choosing a bespoke Knowledge Management System, organisations are able to fit the software exactly to their requirements without having to pay for features they won't even use or require.

Interactive Voice Response (IVR) Systems

You may be wondering why IVR systems aren't at the top of this list, after all, all call centres need an IVR, right? This is widely true but the reason it doesn't top the list is because these systems are often a component of CRM or WFM systems, especially when we're talking about bespoke software. IVR systems are typically used to route calls based on customer query type, agent expertise and/or language preferences as well as how long they've been waiting in the queue. This can significantly improve customer interaction by providing the most efficient route to them being able to speak with an agent.

Off-the-shelf IVR systems are available but by going bespoke, organisations have the ability have their IVR system as part of a main system such as a CRM or WFM. This means, they're only paying for one system and can manage everything from the same platform rather than across multiple platforms.

Cost-Effectiveness of Bespoke Solutions

Everyone wants their business systems to be cost effective and to provide an ROI and this is perfectly reasonable. Many businesses will achieve this through off-the-shelf systems but many won't. For businesses with unique requirements, off-the-shelf solutions are often just not a plausible option. Additionally, many businesses do not like the thought of paying for features and functionality they don't need, relying on third parties for updates and additions and ultimately paying for something they don't own. This isn't the case for bespoke software whereby organisations can have exactly what they need, nothing they don't need, updates and changes on their own terms and they own the software too.

Whilst true, the upfront investment for bespoke software may be higher than off-the-shelf, the long term benefits and return on investment usually covers this cost and then some. Let's take a closer look at some of the ways bespoke software is more cost effective than off-the-shelf.

Relevancy

Bespoke software is built to a specific set of requirements set by an organisation. It is built from the ground up and can therefore include everything a business needs without compromise. This impacts cost in that organsiations are not paying for unnecessary features, manual workarounds are not required to achieve the results they want and additional systems do not have to be paid for in order to provide additional functionality.

Integration Capabilities

Another core characteristic of bespoke solutions is that they can be developed to integrate with existing systems and tools meaning that initial investments don't go to waste. Off-the-shelf software quite often only integrates with other off-the-shelf software whereas with bespoke, it can be built in a way that is compatible with both off-the-shelf and other bespoke solutions meaning any existing systems do not need to be retired but can instead be become part of the new solution.

Maintenance and Support

Custom solutions can include ongoing support that is aligned with the specific needs of the software and organisation, ensuring timely updates, problem resolution and of course, no unnecessary costs. Any changes and/or updates that are made, are because they are relevant to the organisation who owns the software rather than to a wide group of users and only happen when they need to rather than when a third party dictates they should happen.

Increased Productivity

Bespoke software can significantly boost productivity through automation, a reduction in manual labour and because the system can be developed based on the specific requirements of the users meaning less time to onboard, easy navigation and less errors to correct.

Scalability & Flexibility

With bespoke software solutions, they can be built based on anticipated needs as well as current needs. If an organisation knows they are going to be growing in head count, introducing new services or even merging with another company - the software can be built to accommodate that meaning businesses don't need to source costly alternative and/or additional solutions.

Choosing a Development Company

Choosing the right development company is critical to the success of any bespoke software solution including those for call centres. The ideal partner should be able to evidence a blend of technical expertise, industry knowledge and of course, a client focused approach. You should aim to look for a company with a proven track record of delivering tailored solutions for call centres because this can demonstrate that they understand common challenges including high call volumes, real time data and analytics requirements and regulatory compliance.

You can also evaluate their technical proficiency in some of key technologies mentioned above including CRM systems, IVR development and integrations. It is also important that they offer post-deployment support, including maintenance, updates and troubleshooting to ensure the longevity and an ROI on the system.

Reputation matters, so be sure to check reviews and case studies. You can even ask for references and to speak with previous clients and this shouldn't be an issue for a reputable organisation. Transparency is also key and companies can demonstrate this through clear proposals outlining costs, timelines and regular checkpoints.

Finally, consider whether the proposed solution offers value through long term efficiency gains, even if initial costs are higher. By balancing these factors, you can select a software development company that you can rely on to not only get the job done to the highest possible standard but who will also be on hand for issues concerns or questions throughout and thereafter and who can be your go to in the future for any additional work too.

How Can We Help?

Here at Cool Code Company, we have been working with call centres for over 15 years, providing bespoke solutions that fit their unique requirements exactly. From CRM and IVR systems, to bespoke integrations we've got the experience and knowledge of call centres and the common (and uncommon) challenges they often need to overcome to cement ourselves as a partner of choice. Our approach to working with our call centre clients is methodical, transparent and collaborative and we work with you as a partner rather than a supplier, offering guidance and help with the decision making process as needed. If you're looking for a new or upgraded bespoke software for a call centre environment, we'd be delighted to have an informal chat about your requirements and how we can help you transform the way you work for the better, for good.

The Proof Is In The Pudding

Don't just take our word for it, why not check out our MNT Ltd case study to see how we moved this call centre from spreadsheets and chaos to a sleek, end to end call centre management solution.