Top 10 Factors To Consider When Choosing A Call Center Software



10 factors to choosing call center solutions 

To succeed in today’s market, businesses must provide more than just a fantastic product or solution. Customers are no longer satisfied with receiving high-quality services and products. The consumer experience heavily influences your business’s profitability.

Many corporations and enterprises invest in the newest customer care trends to increase client loyalty and retain customers. One such development is the formation of firm call centers completely geared to customer support. As a result, there is a great demand for complete call center solutions.

The following are 10 elements to consider when choosing call center outsourcing solutions:

The Type Of Call Center Solution 

Choosing the type of call center solution 

There are 4 primary types of call center solutions, and their prices, simplicity of use, implementation time, security, dependability, and uptime can vary drastically:

Thoroughly analyze which type is best for your company’s requirements. This can drastically restrict your pool of potential alternatives, allowing you to go forward in your search for the best.

Call Center Software Features 

Features of the call center software solutions 

Once you’ve determined which sort of call center software is best for your business, prepare a list of must-have call center software functionalities. Below are 10 of the commonly used call center software features:

  • Automatic Call Distribution (ACD).
  • Interactive Voice Response (IVR).
  • Conference Calling.
  • Real-time Reporting.
  • Whisper Coaching.
  • Predictive Dialer.
  • Agent Monitor.
  • Application Programming Interfaces (APIs) for integrations.
  • Voicemail.
  • Call Recording. 

Take time to investigate each feature and prioritize them based on your business requirements. If the call center outsourcing solution doesn’t have a feature, you must have, check their “add-ons” for it. Leading call center outsourcing solutions typically provide other features that can be added to meet your business telephony needs. 

Business Tool Integrations 

Business tool integration 

Business tool connectors are an essential call center solution feature. Interfacing your call center system with your existing helpdesk, CRM, chat, e-commerce website, and social networking platforms will greatly increase your workforce’s speed and performance. Complete call center solutions that include business tools Integrations and automated processes will help your team save time by automating recurring tasks.



Call center software solutions are more adaptive than ever before. With the introduction of browser-based call center software, agents can access extensive call center functionality from any location with an internet connection.

This shift from on-premise, hosted, and cloud-based systems to browser-based solutions help dramatically enhance the maneuverability of call center software. 



When looking for the best call center solution, be sure it can grow with your company. Ask the  free virtual PBX service provider questions like: 

  • If you can, you add and remove agents in seconds.
  • How are you charged– is it based on minutes or per person?
  • If they can handle your call volume, especially during the holidays?
  • If you need to hire a team of IT specialists to maintain the complete call center solutions?

The Ease Of Use 

Ease of use 

Once you’ve decided on a few call center software options, consider their ease of use. Ensure that your agents can navigate the software or at least be able to rely on the solution provider to train your team and be on standby for future assistance. 

Technical Support

Technical support from the provider

If something goes awry, you must have confidence that your call center software vendor will assist you. Check to see if they provide round-the-clock technical assistance and are prompt.

Deployment Time 

Deployment time 

Several call center software systems are simple to use but difficult to deploy. When choosing your perfect solution, consider the deployment time. Consider complete call center solutions that you can push out in minutes to ensure that the deployment procedure does not disrupt client satisfaction or everyday operations.



Many businesses are ready to pay a little more for an effective call center software solution. Make sure to inquire about setup fees, training expenses, cost per operator, price per minute, the fee per phone line for hosted call center solutions, and the price to use specific services.

Verify that the invoicing is transparent, that you can examine invoices at any time, and that their support staff responds quickly if you have an invoicing issue. 

Free Trial 

Free trial 

Lastly, you must be able to test the complete call center solutions for free for an extended time. Most vendors will offer a one or two weeks free trial, which can be extended if necessary. During your free trial, experiment with various use cases, ask other team members to participate, make calls, receive calls, and run reports.


Finding the best call center software solution for your business can be daunting. But it doesn’t have to be that way. Keep the abovementioned 10 considerations in mind as you begin the choosing process. You’ll come out on top!

If you are looking for complete call center solutions for your business, look no further than Aavaz FreePBX. They are a leading software solution provider for businesses of all sizes. Contact Aavaz today!