If your contact center solution fails to provide stellar customer experiences, there’s a high chance you’ll lose customers to other competitors.
Out-of-date contact center software is one of the main reasons for failed customer experiences. Continuing to use old contact center software doesn’t do much to ensure an efficient and effective contact center. It’s all about having up-to-date software solutions in order do enhance contact center performance and ensure a healthy ROI.
So, how can you tell if your contact center is in need of a re-vamp? Here are a few indications that it may be time for a contact center solution upgrade.
1. Your staff is overloaded with calls
Understaffing issues can sometimes be to blame when call volumes are high and agents are struggling to keep up with their workload. But have you considered that maybe the problem may lie somewhere else?
The real issue might actually be that your agents are working with software and tools that are faulty and possibly outdated.
If this is the case, it’s time for a more contemporary and innovative contact center solution. For example, you can look for a contact center solution that includes an automatic call distributor (ACD) to route calls and queue them for the next available agent. (1)
This type of functionality can help take pressure off the agents, especially as incoming call volumes increase. When you take advantage of the right technology, callers are more likely to end up with the correct extension based on specific filters, which can lead to improved customer support efficiency.
2. You don’t have enough insight into critical data
It’s important that you try to make your phone interactions with customers as effective as possible. Comprehensive analytics and pinpointed data insights are crucial when gauging how well operations within a contact center are working. Without information such as this, it’ll be much more difficult identifying what’s working and what isn’t.
The successful management of contact center operations mostly depends on access to real-time performance data, such as the number of callers in line, call abandon rates, and volume fluctuations throughout the day. (1) To get a deeper look into the functions and benefits of analytics, check out our blog post, “8 Call Tracking Analytics You Should Track in 2021.“
Introducing cloud-based solutions offers management more practical analytics that help identify best practices, efficiency savings, and other potential improvements that can improve contact center operations.
3. Your current system is heavily reliant on repair technicians
If your telephony system breaks down often or needs frequent troubleshooting, it’s time to look into upgrading to a better and more reliable system. Consistently having to rely on repair technicians to get your system back up and running wastes company time and money. Waiting for repair technicians to make the necessary repairs, or waiting hours to chat with an agent to resolve an issue, decreases the timeliness and effectiveness of your contact center’s communication efforts.
Cloud-based communications are a great solution if you’re stuck in this boat, as they offer contact centers much more flexibility, customizability, and control of the system. In turn, contact center communications such as CallHarbor’s features are more secure, with guaranteed uptimes of over 99%. On top of having multiple points of redundancy to eliminate downtime, our phone systems rarely need repairs or replacements. And, if you ever need assistance with your phone system, CallHarbor is there for you 24/7/365 at no extra cost.
4. Your contact center needs enhanced functionality
Contact center service models change over time, particularly as the needs of customers evolve and technological advancements are made. However, contact center legacy systems are often unable to adjust. An existing interactive voice response (IVR), for instance, may not be able to adapt along with the addition of self-service capabilities. (1) In situations like these, it may be necessary to put in place a more innovative contact center solution that supports a plethora of new capabilities, such as CallHarbor’s services.
Furthermore, in terms of increased functionality, one unique benefit of cloud-based contact centers is the ability to integrate all areas of communication into one place. Customers want to contact businesses on the channel of their choice. Using CallHarbor, requests can come in by email, by call, and by text. They can be routed to an available agent who is qualified to resolve their specific issue. This will improve your contact center’s overall performance, and you will see your company reap the benefits in real time.
5. You have no digital channels
Today, customers expect contact centers to offer digital channels such as chat boxes to help handle their queries (CallHarbor has an average wait time of only 10 seconds when waiting to chat with a live agent!). Many contact centers are now implementing several different communication channels and self-service options to assist live agents and provide customers with quick and efficient resolutions. (1)
If your current contact center solution does not offer omnichannel capabilities, several issues can occur. For example, live agents might have to scramble to access various systems, and reporting might fail to be adequately consolidated. Also, workforce management forecasting won’t be able to ensure accurate scheduling. Fortunately, an up-to-date contact center solution like CallHarbor can help deal with these issues.
The Bottom Line
Here’s the bottom line. A contact center solution is ideal for those facing a surge of customer and sales requests. Nevertheless, the benefits of moving your contact center to the cloud far exceed those of an on-site solution.
Regardless of the industry your contact center hails from, having a current and modern software platform on which to handle your customer calls is key. CallHarbor offers an all-in-one cloud-based solution that integrates all aspects of contact center operations, including voice, text, video and mobile communications.
Get in touch with a representative from CallHarbor today to request your free demo and find out how a new and improved innovative solution can optimize your contact center.
Sources:
(1) https://www.ringcentral.com/us/en/blog/ways-to-tell-you-need-a-new-contact-center-solution/
(2) https://www.nextiva.com/blog/cloud-contact-center.html
(3) https://www.ameyo.com/solutions/cloud-contact-center-solution