Call Centre Bespoke Software Development

Understanding business needs

The success of any call centre relies heavily on the availability, useability and alignment of it's tools and processes. No two call centres are the same and your requirements may be shaped by factors such as your  industry, target audience and what you're offering. Being able to recognise and understand these unique requirements is essential to designing a solution that encompasses them all and truly reflects your business needs. 

What can Call Centre software do for your business?

Miracles, actually.

Improve your workflows

Every call centre has a purpose whether that be sales, support or general customer service and each of these areas comes with its own set of workflows. Custom software can help streamline these processes and in some cases even automate them so your agents can spend less time trying to navigate your systems and instead, put that time to good use wowing your customers.

Provide a great experience for your customers

All call centres have their own unique customers, each of which have different expectations and needs - some more demanding than others. Bespoke software allows you to embrace these differences by providing features that make your interactions more personal and effective. For example, if a customer prefers email over phone calls, your CRM could automatically route updates and follow ups via email ensuring they get the information in the way they prefer.

Resolve your operational challenges

From trying to manage high call volumes to keeping up with messages across phone, email, chat and social media - chances are, you have your very own operational headaches. The good news is - if you've already identified these challenges in your business, you can use them to build a bespoke solution that addresses them head on through functionality such as automated call routing, live queue monitoring, integrated multi channel messaging and intelligent workflow automation that reduces manual tasks.

Compliance and security requirements

If you operate in a heavily regulated sector such as healthcare or finance, you'll already be aware that your call centre software also has to meet strict compliance standards such as HIPAA or GDPR. A clear understanding of these rules means your system can be designed with the relevant security controls, data protection measures and audit trails built in from day dot.

Designing and building bespoke solutions

As we have touched on above, it is imperative that you fully understand what you actually need from a bespoke software solution before taking the leap and deciding to purchase one. And yes, this might sound obvious but we often come across high level ideas that have had no thought around the intricacies of how the system works and interacts. By having clear requirements, you can ensure the design and development process goes as swimmingly as possible. Now, let's take a look at what's involved in the software development process itself:

Stage 1 - The requirements

Stakeholder engagement - You should start by talking to the people who will actually use the system day in, day out - call centre managers, team leaders and agents. Understanding their current workflows, challenges and frustrations as well as what “good” looks like to them, is essential to defining what the software really needs to deliver.

Business objectives - Based on the feedback gathered from your stakeholders and what you'd like the wider business to achieve, clear goals should then be possible to define. This could be improving efficiency, enhancing customer satisfaction, cutting on-going costs or any number of objectives specific and relevant to your business.

Compliance considerations - If your organisation operates in a regulated sector or has specific security and data protection requirements these must be identified at this stage. Capturing compliance must haves early ensures they are built into the design from the outset.

Stage 2 - The design

User focus - When it's time to design your new software, the feedback gathered during the requirements stage should be front and centre. The user interface should reflect what your teams have said they actually need and want whether that’s simple navigation, a clean and intuitive layout or a system that’s quick to learn and easy to use under pressure.

Accessibility - It’s also important to consider accessibility from the outset. Building in features that support users with additional needs is good practice and ensures the system can be comfortably and effectively used by all, helping to create an inclusive working environment.

Stage 3 - The features & functionality

Features - At this stage, the core capabilities of the system should be clearly laid out. This might include functions such as customer data management, intelligent call routing, live chat, reporting dashboards and integration with existing software.

Functionality - It’s equally important to decide how these features should work together in practice. These workflows define how calls are handled, how information moves through the system and how agents interact with customers. In a call centre environment, these processes can be extremely complex so mapping them out carefully ensures the software supports your operations in the way you need it to.

Stage 4 - The architecture

Data - Now it's time to define the structure of your data (thrilling stuff). This includes how many data sources you’ll be working with, how information will be stored and accessed and what security measures are needed to ensure it is safe and compliant.

Integrations - You’ll also identify which existing systems the new software must integrate with both now and in the future (if possible). This could include CRMs, telephony platforms, accounting software or analytics tools. Planning these integrations early ensures your solution is built to work in harmony with your wider technology landscape.

Stage 5 - 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 you to regularly review the software and provide feedback and adjustments, thus, continuously improving the product before it's even deployed!

Core features first - Something else you might consider is first building a Minimum Viable Product (MVP) which means to build enough of the product with core features and functionality so it's at a point where it can be used, tested and feedback provided without adding in all of the features required for the end result.

Stage 6 - The deployment

Approach - Depending on your business requirements, risk adversity and other factors you can decide on whether you want a phased or big bang approach for the deployment. 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 of your users at the same time.

Rollback plan - If you choose the 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 your business.

Step 7 - Training

Training plan - Training users on the new system may be done prior to, during or after deployment depending on the specific needs of your business and the complexity of the new solution. Regardless of when it is done, it is crucial to have actually have a plan in place rather than it being an afterthought. If your 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 seeing any benefits or ROI.

Step 8 - The Future

Monitoring & feedback - Now the hard part is done, it is imperative that your new software is closely monitored post deployment. The length of time you'll need to spend on this will vary depending on complexity but it gives your users the opportunity to use the system outside of a testing or training environment which is ultimately where they are more likely to identify issues and suggest improvements.

Add, remove, amend - Your business will most likely change over time whether that's through growth, new processes and procedures or additional services and you should look for opportunities to further refine the software by adding, removing and amending features to accommodate these changes.

Software solutions tailored to call centres

CRM software is usually part of the furniture in a call centre but if you own or run one, you’ll be well aware that a range of other systems underpin the day to day operations. Here, we take a closer look at what they are:

Customer Relationship Management (CRM) systems

CRM systems are a one stop shop for managing your customers. They hold your client data, provide a platform for managing and tracking interactions and can be used for a whole host of other useful processes relevant to your business including email marketing, promotions and managing complaints.

In a call centre environment, they’re particularly vital because you can integrate them with call routing systems, automate workflows such as follow up emails and quickly access previous customer interactions. This makes it easier for your agents to deliver personalised, contextual service based on each customer’s history.

Whilst there any many off-the-shelf CRM systems available to use, they won't always offer all the necessary features and functionality that your business requires. Custom CRM systems can provide everything an you need in the way you need it.

Work Force Management (WFM) systems

Another common type of software you might have in your call centre is Work Force Management (WFM) solutions. You can use these systems for processes including clocking agents in and out, scheduling resources and giving you live statistics on essential metrics such as call handling times and abandonment rates.

Many WFM systems are built to integrate with other existing software such as attendance and payroll software removing much of the manual burden from your agents and back office teams. 

As with CRMs, there are plenty off-the-shelf WFM solutions available but they won't suit call centres with unique processes or complex integration requirements (particularly if the integration is with another piece of bespoke software). In these cases, the better option is going to be custom software.

Find out more about Workforce Management Systems.

Knowledge Management systems

Knowledge Management Systems are also often found in call centre environments. These systems act as a central repository for your internal resources and provide an easy and effective way for your agents to access the information they need to do their jobs effectively. 

They can also be extended into self service knowledge bases for your customers, helping answer FAQs and providing step by step guidance on how to do certain things without the need to involve an agent.

By choosing a bespoke knowledge management system, you can tailor the software specifically to your requirements whilst avoiding the cost and complexity of paying for features you don’t need or won’t use.

Interactive Voice Response (IVR) systems

IVR software is essential to most call centres and is usually a standalone system although it can also be included as a component of CRM or WFM systems - particularly when we're talking about bespoke software. It is used to route calls based on parameters such as customer query type, agent expertise and/or language preferences as well as how long they've been waiting in the queue. IVR software can significantly improve the customer experience for your business by providing the most efficient route for your clients to be able to speak with an agent and get their query dealt with.

Off-the-shelf IVR systems do of course exist but by going bespoke, you can build your IVR directly into a 'main system' such as a CRM or WFM. This means you only pay for one system and can manage everything from a single platform rather than having to work across separate systems which can be utter chaos in call centre environments.

Cost effectiveness of bespoke solutions

Every business wants its systems to be cost effective and to deliver a solid return on investment - all of which is perfectly reasonable. Many businesses can achieve this with off-the-shelf systems but for those with unique or nuanced requirements these solutions aren't a viable option.

Off-the-shelf systems also come with features you may never use, reliance on the third party vendor for updates and ultimately, you’re paying for something you don’t (and will never) fully own. Bespoke software does not have these disadvantages - you get exactly what you need, nothing you don’t, updates and changes on your terms and full ownership of the software.

Naturally, the upfront investment for bespoke software may be higher than off-the-shelf alternatives to start but the long term benefits and return on investment usually outweigh the initial cost and often by a significant margin. Let’s take a closer look at how bespoke software can be more cost effective than off-the-shelf options:

Relevancy

Bespoke software is built to a specific set of requirements set by you and you alone. It is built from the ground up and can therefore include everything you need without compromise. This means you won't be paying for unnecessary features, manual workarounds won't be required to achieve the results you want and you won't need to pay for additional systems to ensure you have access to all the features and functionality you require.

Integration capabilities

Another core characteristic of bespoke solutions is that they can be developed to integrate with your existing systems and tools meaning that initial any prior of your investments in software don't go to waste. Off-the-shelf software often only integrates with other off-the-shelf solutions 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 your new solution!

Maintenance and support

With bespoke software, you can usually arrange ongoing support tailored to the specific needs of your organisation and your system. This ensures updates, problem resolution and enhancements can happen quickly and without bureaucracy. Any changes are made because they are relevant to your organisation (rather than to a group of users) and occur when you need them, rather than on a schedule dictated by a third party.

Increased productivity

Needless to say, bespoke software can significantly boost your company’s productivity. By automating tasks, reducing manual labour and being tailored to the specific needs of your users, it means faster onboarding, intuitive navigation and no more clunky workarounds.

Scalability & flexibility

Bespoke software solutions can be designed not only for your current needs but also for anticipated future requirements. If you know your organisation is planning to grow in headcount, introduce new services or even merge with another company, the software can be built to accommodate these changes. This means you won’t need to invest in costly additional or replacement systems down the line.

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 look for a company with a proven track record of delivering tailored solutions for call centres as this demonstrates that they understand the common challenges you deal with including fluctuating call demands, performance monitoring and compliance obligations.

You should also assess their technical expertise in the key technologies discussed above such as CRM platforms, IVR development and system integrations - whichever are relevant to you. Just as importantly, make sure they provide post deployment support including maintenance, updates and troubleshooting so your system continues to perform reliably after deployment.

Reputation matters so be sure to check reviews and case studies. You can even ask for references and to speak with previous clients which shouldn't be an issue for a reputable organisations. 

Finally, consider whether the proposed solution offers value through long term efficiency gains, even if initial costs are higher. By weighing these factors, you can choose a software development partner you can rely on not only to deliver a high quality solution but also to support you with questions, issues and future development as your needs evolve.

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 and everything in between. We understand the challenges call centres face and how the right technology can solve them.

Our approach is methodical, transparent and collaborative. We work with you as a partner rather than just a supplier, providing guidance and support throughout the decision making process and beyond.

If you're considering new or upgraded bespoke software for your call centre, 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.