While every department has a set kind of software that you need to work on, one of the most significant aspects of the customer-facing staff is the call center software.

Almost 58% of the customers prefer calling the customer care center to address their grievances. However, customers expect better service every time they call. Being understaffed or using outdated software to manage your call center might not help you give the best customer experience.

At a smaller level, the basic functionalities of a call center software are enough to suffice for the business. But like a rising tide lifts all boats, the boat of the call center software also needs to be raised for better use. While it may not seem like it, there are obvious signs that your software needs an upgrade. 

Signs That You Need To Upgrade Your Call Center Software

Signs why you need to upgrade call center software

Like anything that is starting to go under, the call center software also starts to show signs. They start subtly with minor faults, shortcomings, and failures. And then, all of a sudden, all hell breaks loose where your clients are angry, you are frazzled, and nothing seems to be working. So what are these signs? The following are the most common ones:

1. Your Customer-facing Staff is Overwhelmed and Understaffed

As your business has grown, your phones are ringing off the hook. You are severely understaffed, and the ones that are there cannot cope with the number of calls you are receiving. While you might think that this is a call center staffing problem, this is actually call center software problem with no provision for requisite call holding or diverting. 

2. Key Data is Not Available Readily

Key data not available in your call center software

If you are running a call center, there is a lot of data that goes in daily such as the number of calls made, the number of successful calls, and more.

And as the owner or senior manager, all of this data should be available in just a few clicks. However, with older or limited capability systems, this kind of functionality is seldom found. It results in wasted efforts and unnecessary delays in determining insights. Sometimes customers get frustrated with this and they abandon the calls. Abandoned call in a call center is also a matter of concern.

3. Additional Software Integration is Tricky

The modern-day call centers function similar to any other IT firm that uses various channels for going about their tasks. And with that, they add the capability to interface and integrate with other third-party apps for increased functionality.

However, with conventional old-school software, this is a task as big as climbing Mt. Everest itself. Furthermore, they are fixed in the functions they offer and do not work well with other software. So, you are left working on ten different software for ten various tasks. 

4. Digital Channel Support is Limited or Non-Existent

Nowadays, people want to talk to call center executives and want other ways to communicate. Hence, the 21st-century call center goes to new lengths like chat and social media to reach their customers. 

However, most call centers find it hard to blend various communication channels into a single software. It causes delays, unreported tasks, and even reduced employees’ productivity due to multiple software for dealing with customers. So, overall, the system efficiency drops. 

5. Compliance Issues Start Arising Due to Outdated Definitions

To remain in business, call centers need to adhere to various guidelines regarding the caller data and the scope of usage of the recording of each call, and the outbound call center software plays a huge part in that. 

Older software has compliances built into them and adheres to those, but the newer ones or the amended ones are seldom updated. And compliance issues can often arise due to outdated compliance definitions. This can lead to hefty fines and even lead to shutting down of the business in some cases. 

6. Improper Workforce Management

work force management in call center

Workforce management is a critical factor in determining how many resources you will need financially or infrastructurally. Having extra staff means higher expenditures, and lesser staff means unhappy customers. And in a call center, workforce management is as imperative as salt in your food.

Any errors in judgment can result in catastrophic outcomes, which can be detrimental to the company’s growth. In addition, modern call center software offers workforce management capability, which allows the forecasting team to draw plans according to the growing needs of the business. So, that is another sign of obsoletion. 

7. The Call Center Needs Additional Functionality or Capabilities

As businesses grow, the crudely basic and functional systems need to get more sophisticated. It involves introducing and implementing metrics like performance monitoring, quality management, training, and validation. 

While the newer systems include IVR functions that can make these additions possible, the older systems might sustain problems in expanding their IVR capabilities. It means your call center software and you have reached an impasse. Another call sign that it’s time for something new.

8. There are No Feature Upgrades

With the digital revolution, it is easy to understand that any software or app may need feature upgrades now and then. However, with older software, upgrades and updates are very rare. And OTA updates are as rare as rain in a drought. 

However, with the dawn of Industry 4.0, the emphasis on upgrades and improving older methods for higher efficiency is touching new heights. Hence, modern-day call center software provides timely upgrades and updates to pre-existing features and even adds some features during these cycles. 

9. No Actionable Insights Reports

Analytics have made their way into everything today. And for the most part, it has proven to be a boon more than a bane since it helps draw out many insights and reports from the data available. For example, it is essential in call centers to allow the management to draw out expansion plans or scale down operations. 

Without any actionable insights from the data available, extra resources and workforce will be needed just to crunch the numbers and then draw out insights that may or may not be helpful. Automating it via modern call center software is one of the most significant ways of optimizing workflow and resources. Older software, however, lacks this functionality and requires more tedious processes. 

10. Hardware Limitations Arise

With the introduction and acceptance of cloud servers as a mainstream and viable option, many businesses switch to them because of ease of maintenance. Instead of requiring heavy hardware, cloud servers are pretty compact and can be maintained remotely as well. 

However, the problem arises when your older software fails to arrive in the 21st century and sticks to the Yester-era approach of hard lines. It means that you need to invest in more hardware to keep your business alive with this software. 

Verdict

While there are not many faults with older call center software, their features and functionalities offer limited scope for the modern-day call center. So, they are best left for small-scale operations and essential functions to get you started. 

And as your business grows, it is more than just advisable to make sure that the call center software also gets upgraded to one that can match the demands of your enterprise and your customers. Again, observe the signs, and you will precisely understand when it is time for an upgrade.

Updated : July 19, 2021

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