When a small to medium sized company thinks about having their own contact center, they almost always consider call center software free downloads. If they find they are interested in stand-alone software they can get for nothing they can choose one of many call center software free downloads available through the internet.
The first thing to do though is to define your requirements. How many agents are going to use the software? What type of special skills, knowledge and education are required of agents? What features are important? Is the call center meant to handle incoming calls only, outgoing calls only, or both? By making a list of the particulars of your operation and what features your call center would benefit from, you are already pre-qualifying the software you would need.
With most free call center software you can’t download a complete suite containing all features in one go. You have to download each feature in separate modules. If you cannot find one source that has all the features you need, you cannot just go look for particular features from a different source – otherwise software modules from different sources may suffer from compatibility issues.
There are also free call center software offered, but when you read the features, they are little more than answering machines. These types of software are inadequate especially in light of legal requirements such as that of the Canadian Radio-television and Telecommunication Commission’s Do Not Call List.
Otherwise some companies offer what they claim are full featured versions of their call center software for free – but with a condition specifying the maximum number of call center agents who can use them. The max number different companies set range from only 10 to 12 call center agents – that essentially means it can only be used for very small companies running their own in-house contact centers.
To further assess their usefulness, let us examine the advantages and disadvantages of free call center software.
You don’t pay for the software.
You can search for and download only modules containing the features that will benefit your company. If you manage to find a free software suite that fits your needs, it will almost be custom made to fit.
There are no service contracts to worry about.
Tech support is almost non-existent. I tried clicking the ‘show more information’ button the download site of one and nothing happened. Because these things are free, many times the supplier is under no obligation to make sure the product works. Use it at your own peril seems to be the guiding principle in some cases, although they don’t say that right out.
Company supplying really free software may not issue any updates at all. If you choose a free version of commercial call center software, it is not clear if you will be eligible to download updates.
You would need to hire IT personnel to look after both hardware and software maintenance.
Scalability is a problem.
With all the disadvantages of free call center software, it would be better to purchase a professionally made one or, better yet, use cloud-based software solutions.