Is It Time for You to Upgrade Your Contact Center Technology?
I recently booked a three-night stay at a hill station. Midway, I needed to cut my trip short and called customer care to cancel the last night.
While the agent was helpful and even managed to secure a refund, the experience was far from smooth. I was asked to stay on hold multiple times because the agent couldn’t call me back if disconnected.
That’s a red flag.
The entire process took 12 minutes for something that should have been quick and effortless.
This is exactly where contact center platforms need an upgrade enabling easy callbacks and seamless resolution without forcing customers to wait endlessly.
And this isn’t the only scenario. Let’s look at other red flags that signal it’s time to rethink your contact center platform
Let Me Give You Three Common Scenarios:
Scenario 1
I want to add more agents to the platform to address my growing customer support needs.
My platform provider says that it would take 48 hours for them to configure new licenses, and they need a minimum commitment of twelve months for each of the new licenses they configure.
That’s a definite red flag. It is time to upgrade your contact center platform.
Configuring new licenses should take only minutes and not hours and days. Besides, the customer should be provided the option of scaling up and down the agents per their business needs.
They should ideally be on a pay-as-you-go model with absolutely no minimum guarantees or extended contracts.
Scenario 2
I want to customize the way my reports are generated, and I want to have a different dashboard view for various users in my organization.
My platform provider says that the customizations would take four months to complete, and it would cost a substantial sum to get this customization working.
That’s a definite red flag. It is time to upgrade your contact center platform.
Most customizations today shouldn’t take more than a few days or a week. Oftentimes, they are configurable with today’s cloud contact center platforms. If anyone says that it is going to take four months, rest assured you are on a legacy system, and it is time to move away from it.
Scenario 3
Your customers have to wait long to reach your agents, and your agents have to juggle between multiple screens to provide resolutions. Besides, your agents end up transferring your customers to numerous people before their issues are resolved, and your customers end up repeating themselves every time their line gets transferred.
That’s a huge red flag. It is time to upgrade your contact center platform.
The frustration here is both ways.
Your customers are frustrated as they had to wait long to reach and resolved and had to repeat themselves multiple times.
Your agents are frustrated as they are not able to find answers to customers’ challenges easily, and they have to juggle multiple screens to provide a resolution.
Ideally, your contact center platform should have strong integrations with your CRM, ERP, helpdesk software, other best-of-breed IT systems, and all the customer interaction systems and channels.
This would provide your agents with a single view of your customers, and they can provide resolutions faster to customers.
Besides, you should have multiple channels for customer interactions, especially the self-service channels, as 90% of the queries are transactional and can be addressed by these channels.
Read our detailed blog on : How Do You Choose Your Contact Center Software
This would free up your agents’ time to address complex customer queries, reducing the customer wait times considerably.
Have you ever considered a cloud contact center platform?
The migration would be easy and smooth, and it shouldn’t take more than 48 hours to move to the new platform.
Would you believe that it addresses all your security, privacy, and compliance concerns? That’s one less headache for you as an organization.
What if they throw customizations as a part of their implementation at no additional cost? I am sure this likely is a deal breaker.
What if I say that you would pay per minute, you don’t have to be worried about the number of agents or licenses, and you don’t need to have any minimum commitment or long contracts in place?
This is precisely what our platform provides our customers. We have migrated thousands of agents to our platform within hours.
Keep these in mind when you decide to migrate.