Running a contact center is kind of like managing a living, breathing thing. There’s a constant buzz of activity, different personalities, and a steady stream of unique customer interactions. Sometimes things go smoothly, sometimes not. Just like any complex system, contact centers can be healthy and efficient—or not so much.
That’s where Workforce Optimization (WFO) software comes in. Think of it as the central nervous system of your operation. WFO is the hub of operations and essentially regulates how and how well agents, managers, supervisors and schedulers do their jobs.
The software itself is only part of the equation, however. The call center support behind that software is just as important. Even the most feature-packed solution won't do you much good if there’s poor support – or no support - when you need it.
Here are five key questions you should be asking your potential WFO provider about their call center support services:
1. When Can We Reach Your Support Team?
Let’s face it—issues don’t just pop up during 9-to-5 hours. Whether it’s a recording glitch, a login issue or a network issue, you need help when you need it. So make sure to ask:
- Is support available 24/7, or just during regular business hours?
- Will someone be there during our peak times or critical shifts?
- How fast do they typically respond when it’s an urgent issue?
- What’s their process for escalating problems?
2. How Can We Get in Touch When Things Go Wrong?
Not all problems require a phone call. Sometimes a quick chat or FAQ will do. Ask about the support channels they offer:
- Can we reach support by phone, email, chat, or something else?
- Do they offer any self-service options like a help center, FAQs, or a community forum?
- Will we get a dedicated account manager or go-to tech contact for more complex issues?
3. How Do You Roll Out Updates?
No one likes surprises—especially when it comes to software updates. You’ll want to know:
- How often do they update the software?
- Will those updates cause any downtime?
- Do they give you a heads-up before updates roll out?
- Do they test patches thoroughly before pushing them live?
4. What Kind of Training Do You Offer?
Even the best tools are useless if your team doesn’t know how to use them. So be sure to ask:
- Do they offer training when you first sign on?
- Are there ongoing or refresher sessions for existing team members?
- Can your staff access training materials like videos, webinars, or guides on their own time?
5. How Do You Manage Your Support Engineers?
Like an agent in your call center, your provider’s support engineers and the processes they follow determine the quality of your experience. Here’s what to ask:
- Do their support engineers follow strict processes/procedures with each case?
- What degree of latitude do their engineers have to individualize their service?
- How would their engineers handle this situation: they determine that an issue with a 3rd party provider or technology (e.g. your network) is the root cause of your issues with their WFO solution?
A Final Thought - Net Promoter Score (NPS)
When you invest in a WFO solution, you’re not just buying software from a developer — you’re entering a partnership with a provider. That distinction really matters. A good developer can build a great tool with all the features and functions you need, but a great provider delivers the entire experience, and that includes call center support.
So, it’s fair to judge WFO software providers using the same metric many contact centers are measured by – Net Promoter Score (NPS). NPS cuts through the product demos, sales pitches and marketing messaging to real-world performance. It’s the best insight you can have into how current customers feel about the support they’re getting.
Ask about their Net Promoter Score (NPS). They don’t track it? That might be a red flag. If they do, ask what their score is—and what they’re doing to maintain or improve it.
