5 Reasons to Abandon Your Current Call Center Software - Talkdesk - ContactCenterWorld.com Blog
Many companies get stuck working with an inadequate call center software solution. Their needs aren’t being met, but they just can’t seem to let go, no matter how often their solution fails them.
In our last post, “Why You Feel Trapped With Your Call Center Software,” we discussed the theoretical underpinnings of your fear of switching call center software solutions, namely, learned helplessness and sunk costs. This post gets down to the nuts and bolts of identifying when your call center software solution just isn’t cutting it.
Here are five red flags to look out for:
1. It isn’t user-friendly
When your call center software isn’t intuitive, it can create a whole range of problems. Onboarding call center agents often becomes an extensive process that requires a lot of time and effort on the part of your call center. Most call centers can’t afford this loss of productivity. Call center agents have a notoriously high turnover rate, meaning that your company may spend a ton of money training agents who leave soon thereafter. Further, many call centers have seasonal spikes in agent needs. If your call center needs to be beefed up in December and scaled back in January, you need a solution that allows for quick training.
One of the major drawbacks to unintuitive call center software is that existing agents typically miss out on valuable software features simply because they don’t understand how to use them. You can implement the fanciest call center software with the most advanced functionality, but if your agents can’t figure out how to put it to use, then your investment is all for nought.
2. It’s missing features you need
You might have invested in a call center software solution that covered all your basic needs at first, but customer expectations are bound to change change over time. Are your features keeping up? Smart companies invest in a call center software solution that anticipates their needs.
Maybe you don’t need a solution that integrates with more than one business tool, but someday you might. Why limit yourself? Further, the best call center software companies iterate on their products. They continue to get better as time goes on (very often by responding to company feedback).
3. It’s not customizable
One size does not fit all when it comes to call center software. Your solution should adapt to your needs, not the other way around. The more customizable a solution is, the more it can reflect the needs and expectations of your customers and agents.
This problem can come in two varieties. The first is a genuinely rigid call center software solution. There’s just no way to customize it. The second is call center software that is ostensibly customizable, but the process for doing so is too difficult for you to manage. Both are to be avoided.
4. It requires hardware
Modern call centers do not use hardphones. What is this, the Stone Ages? Call center software solutions that are not cloud-based literally weigh you down. In addition to tying agents to their desks, hardware is expensive to implement, requires upkeep and does not scale well. If your call center software requires anything more of you than an Internet connection and a headset, you need to hit the road, Jack, and don’t come back no more.
5. It doesn’t integrate with business tools
No call center operates in isolation. Most companies these days are leveraging business tools like Salesforce, Desk.com, Zendesk, Shopify, Userlike and Zoho. If your call center software solution doesn’t seamlessly integrate with your other tools, you’re in for trouble.
Integrations allows call center agents to operate from within one interface, rather than switching back and forth between numerous. This saves time and can improve the customer experience. Automated workflows increase agent productivity and allow for more consistent data storage. Overall, integrations just make everything easier. Now, wouldn’t that be nice?
So what’s the word? Is your call center software solution flying any of these red flags? Don’t hesitate to switch from an inadequate solution. There are other fish in the sea, fish that will swim with the current of your company.
Publish Date: February 16, 2016 5:00 AM
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