5 Bad Arguments for Staying with Your Current Call Center Software - Talkdesk - ContactCenterWorld.com Blog
In love and call center software, breaking up is hard to do. The longer you’ve been together, the harder it is to cut ties. When you’ve been with a solution for a long time, no matter how bad that solution is, you may still feel hesitant to ditch the deadweight and get back out there.
There are many good reasons to leave your boo, but the core of all of them is this: Your needs aren’t being met. In a call center solution, this can manifest in many ways, including low reliability, lack of advanced features and inflexible settings.
For many companies, the signs are all there, but they can’t seem to break it off. Businesses may keep trying and trying to make it work with their inadequate call center software. In this post, consider me your closest friend. Let’s eat some ice cream and talk about how he done you wrong.
First things first: You’re here on this blog post because for a moment, maybe just a fleeting one, you were thinking about leaving your call center software. Something sparked your wandering eye. I will assume that your current call center software solution is not meeting your needs. It’s inadequate in some way and you should switch. Your aversion is based off of the perceived difficulty in doing so.
Let me take this opportunity to refute your arguments for staying in an unhealthy relationship:
1. It’s going to take too long to get up and running with a new solution
Is it tough to implement a new tool? Yes, of course it is. But if your old call center solution is broken, you don’t have a lot of choice. You wouldn’t walk to work every day because your old car broke but you’re too afraid to buy a new one.
Your business is in it for the long term. A little challenge in the short term won’t kill you.
Bonus: You may be overestimating the amount of time it takes to deploy a new solution. Advanced cloud-based call center software isn’t clunky and burdensome the way your current solution probably is.
2. I can’t stomach the cost
To start, this argument only works once you get down to the nitty-gritty of exactly what the cost comparison is. That requires speaking to salespeople from various companies. It’s possible that you’re right – the money you will spend on this new solution is more than the cost of your old one.
You should take into consideration not just the upfront, monetary costs but all the associated, sometimes hidden, costs. An intuitive interface may cost more, but it will prevent agent burnout and reduce orientation times in the long run. Better reliability isn’t cheap, but if it leads to higher customer satisfaction, then it translates to more revenue. If the new call center software solution allows managers to keep their finger on the pulse of operations with real-time metrics, isn’t that worth a little extra?
3. I’ll lose all of my data
This is a very strong argument, but still not enough to keep you chained to your old solution. Data is key to making smart decisions in the call center. It’s a tremendous loss if you have to ditch your call center data when you switch solutions. But how can you respect a call center solution that tries to trick you by refusing to let you keep your own memories?
Enlist the help of a data migration tool and take your records, take your freedom, take your memories, your call center software solution don’t need ‘em.
4. My team will be opposed to switching
Change is scary, but that doesn’t mean it’s optional. Switching call center solutions is a choice for the future. Today could be the first day of the rest of your call center life. Your team will learn to adapt to the new solution and future hires will not know the difference.
If you take care to invest in a user-friendly call center software, your team may grumble for a few days and then thank you for the rest of time!
5. I will miss the hardware and the IT staff
Let’s not get nostalgic. Physical phones are so 10 years ago. They’re costly and ugly, plus they keep your agents stuck in place. Your IT staff may be nice, but they’re also a part of the problem. Why should your call center software require explicit staffing needs? Ditch the extra costs associated with retro technology; you can keep a rotary phone at your desk for nostalgia’s sake if you like.
Give yourself a break and at least explore what’s out there. As every romcom in the history of romcoms will tell you, breaking up isn’t the end of the world. And sometimes things have to fall apart to… What’s the phrase? Just get out there!
Interested in playing the field? Get a free trial of Talkdesk cloud-based call center software.
Publish Date: April 29, 2016
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