5 min
All businesses use some form of cloud software these days, be it email, storage, CRM, etc. So why do so many companies that rely on customer experience for their business success continue to use old or local call center software?
Modern contact center solutions have evolved to meet changing customer demands, which means they include features that enhance the customer experience by offering diverse options, more competent agents, ease of use, and faster resolutions.
Additionally, the best call center software also improves agent experience, satisfaction and engagement by equipping them with the tools they need to effectively resolve user inquiries and manage their own performance. Agent satisfaction is directly related to higher customer satisfaction (CSAT). Engaged agents will go the extra mile to satisfy and retain customers.
The best contact center software increases your performance and generates tangible benefits that ultimately finance the investment.
How Do You Know That A Call Center Needs New Software?
There is a “moment of truth” when organizations realize they need new software for their call center. It can be the result of dissatisfaction or a case of exceeding the capabilities of the software.
1) Agents Feel Overwhelmed By The Volume Of Calls
For a small business, this may be a sign that you need to establish a call center first and back it up with the best software, as staff cannot handle increased call volume, voicemail boxes are full, and there are no information on statistics about incoming calls and how they are handled. Therefore, it is necessary to formalize the customer service function and acquire the right tools for success.
2) Low Visibility Of Key Data
If, unlike the previous example, you already have a contact center, managing operations successfully and reacting quickly to changing conditions depends on having easy access to real-time performance statistics. This includes data such as volume by leg of the day, abandonment rates or queued calls. Older systems do not present real-time data, which makes agility difficult, as the data is difficult to access. When you don’t get good systems management data, it’s probably time to consider a change.
3) Difficult Integration
Do service agents have to navigate a sea of different applications just to solve a user problem? It is IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) having trouble staying connected? Both are symptoms that systems can be difficult to integrate. Call center software is most powerful when modules are seamlessly integrated with each other and with other business systems, such as customer relationship management (CRM) applications. This enables features such as a unified agent desktop, IVR customer self-service, and pop-up windows that automatically present user information to agents.
4) There Is No Support For Digital Channels
There is a high consumer demand for businesses to offer support through digital channels such as chat and social media. In response, many organizations are implementing omnichannel. If a call center is facing this type of transition, their current software may not support multiple channels. This may mean that agents have to access different systems, that the personnel management software cannot handle the forecasting and scheduling of the new channels, it will not have consolidated reports and other inefficiencies.
5) Multiple Regulatory Compliance Issues
All call centers must comply with the laws on recording, storage and playback of calls. Then there are additional requirements, for example if the contact center has credit card information or makes outgoing calls. Penalties for non-compliance come at a high price. Modern software has compliance support features that may be lacking in older applications.
6) Difficulties In Managing Staff Shifts
Call center budgets and service levels depend on staffing levels. When there are too many agents scheduled, inefficient usage occurs. But the lack of staff causes queues to increase and customer satisfaction to decrease. If staffing levels are consistently out of place, it’s likely due to inadequate scheduling or scheduling, or both. So it’s time to switch to workforce management software that can produce more accurate results.
7) The Call Center Needs Additional Functionalities Or Capabilities
As call centers evolve in their service models, sometimes their legacy systems cannot adapt. For example, adding self-service IVR capabilities may be beyond the capabilities of the existing IVR. Additionally, a contact center might decide to implement quality management or agent performance management modules. When it’s time to add new capabilities, but your software doesn’t support it, it’s a sign that it might be time to replace it.
8) Your Hardware Vendor Requires An Update To Operate
If your software is hosted on premises, you probably know all about maintaining servers and other related hardware. But did you know that the hardware vendor might stop supporting older servers? You then face significant capital expenditures, and the cycle will repeat itself 7-10 years from now when the new hardware becomes obsolete. This is an ideal time to evaluate the move to cloud-based software and let the new software vendor worry about the hardware.
Cloud vs. Local Software
There is still the debate of cloud versus on-premises facilities deserves a more in-depth discussion. The reasons are understandable, but this approach comes at a cost. A local solution means purchasing and maintaining servers, having IT resources on staff to support hardware and software, and purchasing inflexible software licenses.
With a cloud-based model, a provider hosts and maintains the software. End users can still configure the software according to their business rules, but the call center no longer needs to perform tasks such as maintaining servers and applying software updates. Additionally, cloud contact center solutions are often priced on a pay-as-you-go basis, which is particularly attractive for businesses with large seasonal volume fluctuations.
This last sign may show that it is time to switch to a new software solution, as the current license agreement may be too rigid and expensive. In that case, it’s time to revisit the analysis of cloud vs. local software.
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