5 signs you need a new call center software

Nowadays it’s more important than ever to keep up with the newest trends and offer the most up-to-date solutions to the end-users, in order to stay relevant on the market.

If any of the following signs are true about your call center, it may be time to think about updating the software you are using.

1. Your software runs mainly on physical equipment

Physical devices, such as hardwares, telephony systems and server rooms are a very outdated setup for a modern day call center. Relying on on-premise equipment requires regular maintenance, IT knowledge and they also tend to be expensive and inflexible. Cloud-based solutions are not only flexible and customizable according to your needs, but very simple to set up and operate, even without any IT knowledge.

2. Your setup doesn’t support remote work

In light of the recent events worldwide, it’s more important than ever to be able to offer the option of working from home to your employees. Unfortunately we never know until when the pandemic will last and when the next one is coming, so it’s better to be prepared with a modern call center software.

A 21st century call center is operating with a cloud-based setup, allowing its users to maintain daily work anytime, anywhere.

3. You don’t have statistics

What cannot be measured, cannot be improved. In call center management there are a billion things to measure: ATT, ACL, productivity, handled calls distribution, FCR, service level etc.

However, if you don’t have information about your performance, it’s nearly impossible to work towards better results. Keep in mind though, basic KPI overview is just not enough anymore.

Advanced call center solutions offer you a full insight into your performance indicators, providing the chance to see where you have room for improvement.

4. Your call center solution is not part of a CRM system

Are you calling your customers from one software and keeping all their information somewhere else? Then it’s time to update your call center solution.

Having your agents switching between systems to gather all the necessary information during a call is certainly affecting the customer experience and the productivity.

In a modern call center software you have all your important data in one location, making it needless to manage your database manually and allowing your agents to focus on what’s important: the conversation.

5. Your system doesn’t support multiple communication channels

Let’s be realistic – people don’t like calling customer services. They call, if they REALLY have to. In our accelerated world end-users don’t have the time to wait on hold and spend countless minutes resolving an issue or getting an answer to their question.

Offer your customers multiple options to get in touch with your company, having all of them built-in into your call center software. With this simple change, you cannot not only increase your team’s productivity, but also provide a better customer experience.

If you are looking for a modern, customizable call center software, that solves all of your pain points and provides an outstanding user and customer experience, contact us!

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