Your call center agents are tripping up on phone calls. They don’t know what to say or do. While you may have documented procedures that are printed on PDFs or emailed to your call center agents, your agents don’t use them.
That has led to costly mistakes, frustrated agents and leaders, and lower QA scores.
So, you’ve decided to invest in software that helps walk agents through calls. One software option you are considering is call flow software (or call scripting software).
But, you are worried about choosing the wrong software for your company. You don’t want to invest in the wrong software solution. What if it doesn’t resolve the problems?
I get it. As the content marketing manager for ScreenSteps — a knowledge base software solution that helps call centers create and share call flows — I know how difficult it is to research different software. I spend much of my time researching our competitors as well as complementary software services.
Investing in new software is always stressful. You are trying to find the right fit, but you don’t know what you don’t know. That’s why I’ve created this list of 13 top mistakes people make when purchasing call flow software.
Knowing these mistakes will help you better understand what questions to ask and what red flags to look for as you pick the software solution for your call center.
1. Paying for software prematurely
If you don’t have standardized processes and procedures, you are purchasing your software too soon. You need to know what your policies, processes, and procedures are before you purchase call flow software or other knowledge management software.
Your policies and procedures can influence which tool you purchase. When you use call flow software, it forces your agents to perform calls and procedures in one uniform way.
If you don’t already have your procedures standardized, then it will take you a long time to launch your call flow software.
2. Getting software that isn’t easy to update
Who can update your call flows and call center scripts? If you get software that has authoring tools that are difficult to use or need an engineer to get into the system to create content, then you have the wrong call flow software.
Your call flows, policies, and procedures are constantly changing. It’s the nature of the business. You need an agile system that makes it fast and easy to update your guides.
3. Using flowcharts
When call centers are looking for decision tree software, sometimes they choose a flowchart tool. That’s because they want to help agents with the various paths and outcomes of a given procedure. However, that is a mistake.
In our interactions with call center agents, we found that many reps don’t like flowcharts. They are difficult to follow. And, if your reps don’t like them, they won’t use them (which defeats the point of buying the software).
Plus, call flow software that uses flowcharts are limited on what you can include. It’s difficult (and sometimes impossible) to add the details on what to say and do.
4. Getting software that isn’t interactive
Your call center agents have to juggle a lot of different tasks when they are on a call with a customer. They need to find the appropriate documented procedures, talk to the caller, take notes, and more.
Make it easier for your call center agents with interactive guides. Workflow articles provide step-by-step decision trees. You set up procedures to ask questions. Then the agents click on the answer that applies and the workflow takes them to the next step. It simplifies the whole process.
Below is an interactive workflow example from ScreenSteps.
5. Forgetting your end-user
This part is tricky. Often the people purchasing the software aren’t the people who end up using the call center software. Leaders can lose track of who they are getting the software for. Then they make decisions on unimportant factors, like which software offers more features or looks nicer.
Don’t get distracted by fancy features! You just need something that breaks down the steps and helps agents know what to say and do.
Keep your call center agents in mind as you purchase your call flow software. You need a product that will help them DO specific tasks without making mistakes.
6. Choosing software without controlled authoring permissions
Can everyone in your company write call flows, policies, and procedures? You want your documentation system to have authoring permissions so that you can assign experts to write the guides.
Plus, as changes happen to your procedures, you will need to certify the information in your call flow software.
7. Basing a decision ONLY on price
I’m not saying you throw out the price altogether. Your company only has so much it can afford, after all.
However, if you are only concerned about price, then you are forgetting the main purpose of purchasing software — to resolve a problem and/or make your company more efficient.
Do set a budget before beginning your search. Provide your company with a range instead of a set amount. The main goal is to select something that resolves the problem.
8. Choosing a brand name
It’s not that you don’t want a brand name. Many brand names provide excellent service. But, if you go with the first software you find because it is a brand you recognize, you are selling your company short.
Take time to compare software options. Research what specific services they provide. Maybe the brand name company will be the right answer. Maybe you’ll find something that better fits your needs.
9. Ignoring integrations
Chances are that you have multiple applications that you use in your call center. When you are looking at a software solution, look at the integrations early on. Do they easily integrate with your other applications?
This is an easy way to trim your list.
10. Not understanding all your options
Call scripting software isn’t the only software that can help you with call flows and call center scripting. As mentioned above, the best thing for supporting call center agents is an interactive software. You want something responsive to your agents’ activities.
Consider using knowledge management software, like a knowledge base or corporate wiki.
🔎 Related: When to Use Call Center Scripting Software vs Knowledge Base Software?
11. Signing up for a free trial without a demo
I know. You don’t want a salesperson hounding you with emails. But, you need direction on how to use the product. And you don’t want to waste time setting up your free trial site if it’s not going to do what you want.
Too many people sign up for a free trial, but then never really dive into the software. That’s because you just don’t have enough time. I get it.
Before starting a free trial, watch pre-recorded demos for the software. Ideally, you will take 15-30 minutes to talk to a representative at the company. Ultimately, this can save you a lot of time because the representative is an expert who can tell you if their software can’t help with the solution you are looking at.
12. Picking the product with the most features
Yes, we are all attracted to shiny things. But, sometimes less is more.
This is especially true when it comes to creating call flows. You don’t need fancy features. You want enough tools so that you can write clear call flows and scripts. That way, your articles are consistent and it is easier for your agents to follow them.
🔎 Related: How to Write Your First Call Flow if Your Call Center Doesn't Have Documented Procedures
13. Choosing an all-in-one system
Sometimes you want one solution for all your problems. And there are systems out there that provide CRM, call scripting, and more solutions in one. However, that’s not necessarily the right answer.
When companies focus on doing everything, something always slips through the cracks. Companies usually do something really well and then just have those other features. They exist, but it isn’t the company’s core product so it gets neglected.
It’s not that the company intends to do it. It just happens.
When you choose a system that focuses on one problem — like creating and sharing call flows — then you know that is where the company is putting its energy.
Identify your call center’s goals and find software that helps you reach them
Don’t be intimidated by the list of top mistakes. By knowing these mistakes, you are better prepared to research, ask questions, and find the right software solution to help your call center agents improve their performance.
Call flow software is just one solution when it comes to walking your call center agents step-by-step through a call. Another software solution option is a knowledge base.
With a ScreenSteps knowledge base, you can create interactive call flows that help your agents know what to do and say. Write workflow articles where agents can click on answers to move through decision trees. Agents can access and follow call flows without needing to put callers on hold.
If you still think call flow software is the best solution for your company, compare these best call flow and scripting software services.
