Step one
Identify the needs of your organisation and your users.
- Does your company need to record calls? If so, why?
- Decide on who needs to be monitored and why.
- Decide for what purpose those recordings might be used.
- Are there any requirements that a particular group may need? It might be that sales (outbound calls) have a different requirement to customer services (inbound calls). Don’t take anything for granted.
- Be very clear about the type of system you need. Do you want all calls recorded or do you want an ‘on demand’ system that can be used at the users’ discretion? This may be done on a purely random basis.
- Do you want a system that records other details such as when and where a call may have been transferred to?
- Will you need a system to record all or just certain types of calls?
- What are your expectations? Do you expect to save money or increase revenues?
- Where are you expecting to save money? Is it in call costs or through improved efficiencies or improved sales?
- Can the logging system help me identify ways of making cheaper calls – perhaps by changing your telecommunications provider?
Step two
Identify your needs for a new logging or monitoring system.
- Ease of use. How easy will it be to use the system and generate reports in the case of logging calls, for example by individual or department?
- How simple will the recording system be for your personnel to use and activate and recall call data?
- What equipment and software will be required?
- How much storage will you require to store the calls?
- Will you need other software to be able to analyse the recorded data?
- What will the hardware requirement be, and the associated costs?
- How many people will I need to monitor – will I need to monitor everyone?
- Make sure that the system has a fast retrieval system i.e. the ability to search and find specific conversations. These are normally based on keywords, name of agent, time etc.
- How much will it cost?
- How much will it cost to maintain and support?
- Consider future options – you may be looking to open another office or expand your current operation. As a result you will need to ensure that whatever you purchase now will be able to meet your future requirements.
- Make sure that the system is ‘future proof’ especially with the onset of IP (internet-based) systems.
Step three
Identify the right supplier.
- Use Conjungo’s search for a supplier box on the right hand side of this page.
- Look through magazine and online reviews.
- Talk to others who have recently installed a call management system in the same area as you.
- Use forums, networks and personal contacts to obtain recommendations.
Ask questions such as:
- Who has the experience of working with a company of the same size and profile as yours?
- Are any of those suppliers local to where you are located?
- How many similar installations have they made?
- Ask for references – ensure that the company is capable and reliable.
- Talk to a couple of their customers in order to see what benefits have been gained and what pains those customers went through when installing the system.
- Obtain a credit check to ensure that they are financially stable.
Step four
Request a detailed proposal from three or four of your preferred suppliers.
- Set a deadline for when you need the proposal back.
- Give out details in advance as necessary to ensure that the suppliers you have selected can give you the best proposal.
- Go and meet them in person – get a good feel for whether you will be able to work with them.
Step five
Select a supplier.
- Who best demonstrates that they understand your business and your requirements?
- Is the solution flexible and scaleable and therefore able to meet future demand? You don’t want to find out later that by investing a little more money now you could save money in the long term.
- Is it cost effective? Have they shown how and where you will save money?
- Does it clearly demonstrate the functional benefits – rather than just listing particular features? Does the proposal clearly show what the benefits are? There is no point on spending money for a system full of features that are of no benefit or that you will never use!
- How will your potential supplier support and maintain your system afterwards?
- How much will support and maintenance cost?
- Have you spoken to a couple of your preferred suppliers’ customers?
- Agree on financial terms – you may be required to pay a deposit but do not pay the whole amount in advance of delivery.
Step six
Implementation, testing and go live
- Install the new system. Only when you are entirely satisfied should you pay any balance outstanding on the invoice. This way, if there are any problems, your supplier will sort them out as a matter of urgency.
- Don’t forget to account for user training!