Solving the Most Common Call Center Problems (IT’s Perspective)

solving-most-common-IT-call-center-problems

Building a call center is a tricky business since the agents are the frontline, the first point of contact for customers who are in a fix or prospects who are looking to explore your product or service. Thus, before putting in that kind of investment – financial as well as personnel effort one might get skeptical and have plenty of questions in mind. More so if you are the IT Head of the organization and are trusted with the responsibility of setting up the call center

In this article, let us try to answer some of the most pertinent problems or questions that one might have before setting up their very own call center for customer support and service.

Problem: How much Money to Invest

Solution

The best way to tackle this issue is to plan ahead. Prepare a budget. One of the most important considerations should be the deployment model you want to go – whether you want to have an on-premise call center or looking for a cloud-based call center software. Cloud call center software are subscription-based – you pay what you use. On the contrary, in case of an on-premise, it calls for a bigger investment.

Problem: What about Existing Infrastructure

Solution

Deploying a call centre software is all well and good but happens to your existing infrastructure? All the hard phones, PBXs, laptops, etc cannot go down the drain and they do not have to. Ameyo’s call center integration takes care of this effectively. With readily available connectors for leading CRMs and applications like Salesforce, Zendesk, Freshdesk, Freshsales, SugarCRM, LeadSquared, etc your call center can be up and running in record time while utilizing your existing systems. 

Problem: Support and Scalability

Solution

When you are starting your business, you naturally expect it to grow and progress with time. This means whatever software you end up buying has to be able to scale as your business grows. Moreover, the call center software provider needs to have the means and workforce to provide you with all the support that you might need at present and in the future. Afterall what’s the point of having a call center if its does not have a high uptime.

Problem: How Customizable is the Solution?

Solution

As an IT person, one of the most important questions are – how well the software meets your business requirements. One thing to keep in mind here the deployment model. In case of an on-premise and private cloud setup customizations are easy but it’s difficult with private cloud call center. With personalized call center software you can have the interface color-scheme in alignment with your brand (adding the company logo, choosing the color of the buttons,etc), design and automate your business workflows and/or get customized reporting and monitoring tools – to name a few. 

(Also read: How you can make your life easy with a configurable call center software)

Problem: Multiple Vs Single Vendor

Solution

Last but definitely not the least is deciding on the best call center software vendor for your business. Will one vendor suffice or it is best to put your eggs in multiple baskets and go for multiple vendors. 

 

 

Multiple Vendors

Single Vendor

Integration

  • One block to choke
  • Collaboration time
  • Multi-Compatibility issues  
  • Unified Platform 
  • Ready availability of feature updates 

Time to Market

  • Tighter Collaboration and Project Execution needed  
  • Faster procurement 
  • Faster Deployment and Training

Workflow Management

  • Data Inconsistency 
  • Operations Overhead 
  • Minimal Compatibility issues
  • Streamline operations
  • Data Coherence

Implementation Cost

  • High Support cost 
  • Training cost increases
  • Lifetime savings
  • Reduced Integration costs

Conclusion

Setting up a call center is just a primary step towards delivering winning customer experience. Today, we have tried to answer a few of the most pertinent questions that one might have before planning to build a modern contact center. 

Are you struggling with one of these common call center problems? Talk to our experts and start your call center today!

Recent Articles
For more interesting insights