Call Center Technology: Don’t Overload Your System

If you operate in the call center space, you likely use a number of different call center technology solutions to ensure optimal performance. What’s interesting is that the industry has evolved to the point that nothing can get done if the right call center technology is not in place to manage the process. Vendors will promise you that you need a full suite of solutions to maximize your performance, but have you done a call center technology audit to ensure you are getting the full value out of your implementations? At the same time, are you sure that the platforms you are currently using are not overloading your system? 

Why Seamless Is Important in Call Center Technology

Anytime your organization elects to implement the latest and greatest in call center technology, do you ensure that the solution integrates within your current environment? If not, are you creating extra work for all involved who have to navigate between multiple screens and multiple platforms in order to complete one customer interaction? Is your telemarketing software solution incompatible with your knowledge management software? If this is the case, you have failed to ensure that a seamless workflow process is in place and you are contributing to longer call times and lower productivity among your call center agents. Call center technology solutions should be put in place to improve your workflow, not hinder it. Without clean integration into current systems, you simply create more work. For example, do you use separate software for you virtual contact centers and your B&M centers? You might be giving your employees extra work and reducing productivity.

Call Center Technology Implementations Call for a Clean Break

You know how difficult it can be to make a significant technology change within the call center. The whole reason change management processes and solutions are in place is to ensure you can make that change with the least amount of impact on the overall business. One common practice when implementing new call center technology solutions is to introduce the new platform, while still allowing users access to the old platform until they get used to the new way of doing things. The problem with this approach is that users don’t want to change. Even if the new call center technology promises to make their job easier, all they perceive is more work to try and learn a new way of doing things. You have to make a clean break. If you plan to move to a new platform, make the move to the new platform and expect all users to operate on that platform. It is important that you manage this change appropriately, but it is imperative that you make a clean break.

One Vendor May Make Sense in Call Center Technology Implementations

Your environment and your tolerance for risk may be key to whether or not it makes sense for one vendor to handle all of your call center technology. If you find the right fit, however, that vendor can help you to determine what features and functions you do need, and what simply takes up space on your server. You truly want to maximize the investment of any call center technology implementation without taxing your overall system and partnering with a vendor in a consultancy capacity could provide the guidance you need to make the right decisions.

No matter what your overall strategy, just be sure your call center technology decisions are meant to create value for the organization and the implementations along the way should support that direction.

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