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6 Most Common Call Center Myths Debunked - A Better Answer - ContactCenterWorld.com Blog

6 Most Common Call Center Myths Debunked

The term “call center” can have a negative connotation — but why?

The old-school vision of a call center that many people have imprinted in their minds is much different from what it is now. Call centers have heavily trained employees, focus on quality over quantity and partnering with one to take care of your incoming calls can help scale your business.


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Providing an outstanding customer service experience should be of the utmost importance for any company and a call center can assist with those needs.

Follow along as we debunk the six most common myths about call centers. 

Call Centers Are Offshore and Offer a Low-Quality Service

One old myth about call centers is that they are offshore, which means they offer a low-quality service or have difficulty communicating. That is not the case.

There are estimated to be over 7,400 call centers in the U.S. giving you many options to choose from if you’re concerned about the location of the call center.

Many call centers offer bilingual services as well so you can effectively communicate with all of your customers, whether in the United States or another country.

Plus, the assumption offshore services are low-quality in any industry is untrue. Many call center employees are remote now and work across the globe, providing excellent services from wherever they are. Anyone can be working offshore these days.

Another worry company owners face is that an outsourced call center will not portray the company’s values, mission, branding and messaging — another myth we’ll demystify. 

Not an Extension of Your Company

As we alluded to, a common myth about centers is their employees will not act as an extension of your company. This means they speak to customers the way you would, exude the same morals your company would and align with your company’s voice and procedures.

Understandably, owners and managers don’t want to tarnish a company’s reputation by hiring a call center that doesn’t know what they are talking about or that would act rudely to their customers. As with any hire, you want that person to convey the same tone, voice, and experience that your brand always offers.

A customer service experience should be seamless and call centers can do that for you.

The idea a modern call center will act differently than your in-house staff is false. At a professional and reputable call center, all representatives will be trained on your branding, processes, tone and voice so they can offer the same experience to a customer that anyone in-house would.

Phone Support Is Dying

With the rise of live chat and customer service needs being conducted via email and text, many people think phone support is dying, and as a result, call centers are a dying breed — but again, this isn’t true.

A staggering 76% of consumers prefer to reach customer support via phone calls. This stat alone debunks customer service phone support is dying.

We don’t think phone support will ever die completely. A best practice when it comes to customer support is offering an omnichannel approach. Be available on the channels your customers want to contact you on.

There will always be customers and clients who prefer to call for customer service instead of filling out a form, sending an email or waiting online for a chat response.

Managers Don’t Care About Their Employees or Offering a Quality Service

The way call centers are portrayed in shows and movies tends to show call center managers with their feet up at their desks while the customer service team works frantically, but this is another myth. 

While there are certain metrics to be met, call center managers (at respectable places) will care about the whole customer experience — from initial communication to the follow-up phase.

It’s also common for call center managers to incentivize their customer service team, boosting productivity and efficiency.

Call Center Representatives Are Slackers

Another common myth business owners associate with a call center is that productivity is low, and employees don’t care about the work they’re doing … wrong again.

The majority of call centers have a thorough hiring process. Call centers spend four to six months training employees and nearly $10k in hiring and training costs to get competent and eager customer support representatives.

Of course, that is not the case all the time — but it’s a helpful question to ask if you’re considering hiring a call center.

On top of the training protocols, many call center employees have degrees, are in their 20s or 30s, and make a similar salary as a teacher. Call center reps can multitask, have strong communication skills and work hard to support themselves and their families, just like any other position.

Hiring a Call Center Is Too Expensive

The cost of hiring a call center depends on your company’s requirements, like the number of calls answered per day, the number of team members needed to answer calls, and if you need a specialized team with technical skills.

Hiring a call center or answering service is cheaper than hiring in-house help.

Comparatively, hiring one person to handle your incoming calls in a receptionist-type position costs around $35,000. Many variables factor into the cost of a call center, but generally, a call center can cost around $12,000/year.

Partner With the Right Call Center

As with hiring any addition to your company, remember to find the right one for your business. Each company has different needs and preferences — and when it comes to call centers, there’s A Better answer as not all of them are the same.

Make sure to interview a few call centers before hiring one. Ask for testimonials or case studies and check out these important considerations before hiring a call center.

Publish Date: June 21, 2021 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021 5:00 AM
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Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021 5:00 AM
6 Most Common Call Center Myths DebunkedJune 21, 2021 5:00 AM
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021 5:00 AM
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021 5:00 AM
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021 5:00 AM
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021 5:00 AM
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021 5:00 AM

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