Telemarketing Software Featured Article

'Free' Is Not Always Best When It Comes to Telemarketing Software

August 30, 2011
By Juliana Kenny - Telemarketing Software Managing Editor

We all love free things. But when it comes to seeking out and deciding on what software is best for your call center, sales team, and customer support staff, the general advice is not to skimp. Ken Murray, CEO of VanillaSoft, recently wrote about how he has observed a growing trend amongst businesses looking for lead management software and telemarketing software that will cost them basically nothing.

While the inclination to get a bang for your buck is always at the forefront of every business owner’s mind, Murray warns against the financial shrewdness of some, “For whatever reason, people seek free or cheap. I love cheap. I like free even better. However, I am smart enough to know great software that drives productivity comes with a price.”

As the call center software market becomes increasingly competitive, more and more solutions become available, and naturally potential customers look for cheaper and cheaper solutions. But often, business owners can get mired in the pricing structures of various offers, when they really should be concerned with what the software will deliver in terms of ROI and improved customer relationships.

Murray continued, “The smart question to ask is not what it costs, but rather, what does it do for me? What is my ROI using this platform vs. that platform? If a free one really is available, what is missing that could cost me money? Does it dial, route the next record and record calls? Free often comes with a big hidden cost called ‘lost productivity.’”

To ensure that you are not selling your own business short when it comes to sales and telemarketing software, Murray also suggests doing a little bit of hypothetical number crunching to see how much it would actually cost you to invest in a proper telemarketing software solution.

Ultimately, the average increase in productivity per agent is 20 percent, which, considering the competitive prices of call center software out there, far outweighs the cost of implementing an actual solution. So, word to the wise: Don’t be cheap when it comes to your telemarketing software.

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Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Jamie Epstein