9 features to look for in a call center solution for small business

9 features to look for in a call center solution for small business

If you run a small business, you’re probably used to taking on big challenges with limited resources. And adding a call center might seem like a major undertaking that will only strain your workload and budget.

Spoiler alert: it doesn't have to be.

In fact, a call center can help you streamline communication with customers, saving your business time and bringing a host of benefits, including improved customer engagement and increased sales. And you don’t need a large staff or budget to do it.

Want to know where to start? The best call center solution for a small business is often a flexible call center platform. It’s just a matter of finding the right one that’ll meet your needs. This post will cover what to look for in a call center solution for small business.

But first, is call center software right for your business?

Does my small business need call center software?

Let’s start by addressing why you need a call center. It's all about creating a positive experience for the customer every time they connect with your business—whether it’s a customer service request, a simple question, or feedback.

Giving customers a convenient way to reach you and resolving their issues quickly will help nurture your relationship and ensure a positive experience.

And that’s just what you can accomplish with an inbound call center. An outbound call center, meanwhile, helps you tap into new audiences and boost sales.

Now, that all sounds good, but how can a small business make this happen with limited resources? That’s where cloud-based contact center services come in.

Picture a traditional call center with dozens or even hundreds of agents. You might think there’s no way your small business could afford this kind of setup, right? The good news is that you don’t need that kind of large-scale operation because virtual call center software allows businesses of all sizes to build a call center with a modest investment and small staff.

Additionally, the traditional call center has expanded into the contact center, encompassing every communication channel, including voice, chat, SMS, email, and more. This allows you to connect with customers on their preferred channels.

With the right call center software for small business, your team can reap the benefits of a contact center without making large investments in infrastructure or staff. The best part is that as your needs evolve, you can scale your contact center accordingly.

What services are usually offered in a call center?

A small business call center can support a wide range of services, including:

Customer service

One of the main reasons for setting up an in-house call center is to enhance the customer experience. A contact center can assist with different types of customer support tasks, including handling complaints, answering questions, and providing technical assistance.

You can also use a call center to keep potential and existing customers informed about order details and policies. Customer service agents can guide them through important steps, like placing orders and checking their status, booking product demos, or scheduling appointments.

Sales outreach

Call center agents can reach out with cold calls to drum up new leads for your business. They can also help qualify, nurture, and turn those leads into customers. And when someone makes their first purchase, your agents can suggest add-ons or upgrades to boost sales even more.

Billing support

An in-house call center can take care of billing reminders and payment collections, as well as assist with any payment-related questions. For example, if a customer’s payment doesn't go through, your agents can walk them through trying again. And when it's time for a subscription renewal, your team can send out reminders to keep things on track. 

Feedback collection

Gathering customer feedback is a must for improving the buying experience and boosting sales. It's also key to retaining customers and fostering loyalty. 

With a contact center, you can run surveys like Net Promoter Score or customer satisfaction surveys. Plus, your call center staff can follow up with customers after a purchase to gain insights into their experience and address any concerns they may have.

Crisis management

Imagine this—your small business gets hit by a ransomware attack. Or maybe a major supply chain disruption changes the way you operate. These are just a few of the challenges that can come up, and maintaining clear and open communication with your customers is crucial to preserving their loyalty and trust.

That's where a call center solution can make a huge difference. Your team can keep customers in the loop, answer their questions, and ease their concerns. You can also share important updates, like new business hours or a change in location.

As you can see, a contact center can offer a lot of helpful services. The trick is finding the call center features that match your business’s unique needs and goals.

Now, let’s dive into what to look for in call center software and how to pick the best one for your business.

9 important call center features for small business

As you look for a small business contact center solution, keep an eye out for these features to help you find the right fit.

1. Quick to deploy

Setting up a traditional call center can take months of contract negotiations, installation, and training. The process and timeline are often not ideal for a business of any size.

Contact center software removes these barriers, allowing businesses to deploy a solution in a matter of days or even minutes. Look for a solution that’s efficient to deploy requires minimal coding, so you can get up and running quickly.

2. Omnichannel capabilities

While you may want to start with a traditional call center—focused only on voice support—you might need to expand to other channels eventually. That’s because most modern customers expect to communicate with businesses on their preferred platforms, such as live chat and messaging.

Plus, adding channels like webchat can lighten the workload for your support teams. They can leverage integrations and automation to solve straightforward queries more efficiently (more on this below).

So look for a contact center solution with omnichannel capabilities, allowing you to serve customers on any channel. Above all, ensure that all channels can be managed from a single platform so your agents avoid wasting time toggling between systems.

3. IVR compatibility

Efficiency is essential for small businesses, and burdening your call center agents with basic questions and call routing can impede that efficiency.

To avoid this, look for a call center solution that allows you to build an interactive voice response (IVR) system. With customizable menus, customers can get automated answers to common questions, like business hours, or route themselves to the appropriate agent.

An IVR system can help you reduce call center costs, offer quicker resolutions, and free up your agents to handle more complex questions that require human assistance.

4. Intuitive UI

Convenience isn't just for your customers. Prioritizing ease of use for your agents will also set them up for success.

So look for a contact center with an intuitive user interface (UI) that’s straightforward to learn and navigate. For example, make sure there’s a clear path for agents to access customer data and switch channels. This will get them up and running quickly and empower them to provide a positive customer experience.

5. Useful integrations

Data silos can reduce the efficiency of your contact center and keep you from providing a personalized customer experience, which is critical to business success, according to 89% of leaders. That’s why you should look for a call center solution that seamlessly integrates with your existing tech stack.

For example, merging your contact center with customer relationship management software, like Salesforce or Zendesk, equips your agents with the data they need to personalize every interaction. Additionally, integrating an AI solution like Google Cloud Contact Center AI can help you support human agents with virtual agents, recommended responses, and sentiment analysis.

Other useful integrations to consider include workflow automation platforms, like ServiceNow, and messaging apps. Learn more about the most effective contact center integrations.

6. Chatbot capabilities

A chatbot can make your contact center more efficient by using AI to answer basic questions, giving your agents more time to focus on other tasks. This can save time and money, which is especially critical for call center services for small businesses.

Look for a contact center solution that supports chatbot integration on your website, allowing customers to contact with just the press of a button. Additionally, make sure the solution enables a smooth transition from the chatbot to a live agent for handling more complex issues.

7. Analytics tracking

Tracking and analyzing call center performance is essential to provide excellent customer service. And if you run a small business, you don’t want to spend a lot of time pulling reports and creating dashboards.

So choose a solution that allows call center supervisors to effortlessly generate reports and dashboards to track performance and identify areas for improvement. It's vital to opt for a platform that requires no coding, enabling anyone in your business to learn how to access these insights.

Gathering the right data will help you identify ways to enhance the customer experience and ensure your call center delivers a strong return on investment for your business.

8. Platform scalability

You might start your call center with a handful of agents and a few core channels, but when business begins to boom, you may have to expand sooner than expected. So pick a contact center solution that can grow with your business.

The right platform will enable you to add new channels that integrate with your existing systems as your business needs evolve. Conversely, you’ll also want to look for a solution that scales down if you no longer need certain channels or the call volume fluctuates seasonally.

Additionally, focus on a solution that allows you to make changes and iterate seamlessly without negotiating new contracts or waiting for new systems. Cloud-based call center solutions give you the flexibility to scale and expand your reach as your business grows.

9. Flexible pricing model

Last but not least, consider your budget and choose a pricing model that suits your business needs. After all, when you get started with a call center for small business, it's wise to begin with a modest investment before you commit.

So look for a solution that lets you start with a free trial or small investment, then increase your investment if you decide it’s the right fit for your business. Additionally, look for options that offer various pricing models, such as usage-based and flat-rate pricing, so you can choose the one that best suits your needs.

How to choose the best call center solution for your small business

Here’s the thing—even the best call center software won’t drive results if it's not the right fit for your business. Consider these factors when selecting your small business call center software:

Understand business needs and budget

Start by determining your call center team's size and the communication channels you plan to use. Estimate the expected call volume, and decide whether your focus will be on inbound calls, outbound calls, or a mix of both. It's also crucial to set a clear budget for the software at this stage.

Identify essential features

Based on your team’s needs and size, outline a list of must-have features for your call center solution. For example, if you have a small team but plan to expand, scalability should be a top priority. Likewise, if your staff needs to use multiple channels to engage with customers, multichannel support is a must.

Compare different solutions

Next, identify call center solutions that offer the features you need. Compare these options based on:

• Ease of use

• Deployment

• Cost effectiveness

• Scalability

• Compatibility with your business tools

Take advantage of free trials and demos during this phase to ensure the software meets your expectations.

Consider security and compliance

After narrowing down your choices of call center solutions for small business, dig into each solution's data security features. Look for software that employs techniques like encryption and multi-factor authentication to safeguard against unauthorized access. Also, ensure the platform complies with relevant data privacy and security regulations for your industry.

Evaluate customer support capabilities

A call center solution is only as good as the support provided by its vendor. Choose a platform that offers multiple support channels, such as live chat, phone support, and ticketing. This ensures that help is always accessible when needed.

Check ratings and reviews

Browse online review sites like G2 and TechRadar to see how current users feel about the platform. Focus on feedback about the deployment process and the learning curve. Pay special attention to negative reviews to spot recurring issues users encounter.

Ensure seamless integration

Before making a final decision, verify the call center software's compatibility with your existing tools. Look for integrations with key platforms like CRM systems, marketing automation tools, and sales management software to ensure a smooth workflow.

Build a training program

Finding a feature-rich contact center solution at a good price is just the beginning. You also have to make sure your team knows how to use it effectively. Look for vendors that offer onboarding sessions, and create a training program to get your team up to speed. 

Discover your ideal contact center solution for small business

Now that you have an idea of what to look for in call center solutions for small business, the next step is to find the right provider that will offer the features you need at the right price. To simplify your search, we rounded up the top providers for 2023.

At the top of the list, you’ll find Twilio Flex, a scalable contact center platform you can deploy in a matter of minutes to augment your existing systems.

Flex is highly programmable, so you can customize it to fit your needs. Plus, it supports omnichannel communications, enabling you to add new channels as needed without replacing your current solutions. And with its intuitive UI and code-free analytics dashboards, your employees can get started in no time.

Sounds like the right fit? Try Flex with a free trial that includes 5,000 active user hours, then choose from per-hour or per-month pricing. Want to learn more first? Check out an interactive demo or talk to sales.