Any company experiencing success and longevity certainly understands the vital role that happy, loyal customers contribute to ongoing success. For this reason, smart business owners endeavor to provide the best customer experience possible, beginning from the moment a customer makes their first purchase.
No matter how great a product or service your company offers, though, customers will still have questions, feedback, and complaints that require attention from your customer service department. The experience a customer has with your support team can easily drive them away, or inspire their devotion to your company. Due to the importance of a stellar customer experience, many companies are integrating top call center software systems to help support their service teams deliver an excellent experience.
10 Call Center Software Myths
However, there are many myths in circulation that we bust below to give you confidence as you choose a call center software for your business.
1. Call center software isn’t necessary for effective customer interactions.
Consumers in every niche are becoming increasingly savvy due to the access to information available on the internet. This means they not only expect great service and care when they contact support, but they also want a streamlined, seamless experience.
Many call center software providers offer full contact center solutions that provide tools for helping customers no matter the communication method they prefer, including phone, email, and text.
2. Most call center software cannot manage outbound calls.
All of the leading call center software providers offer solutions and tools to make, manage, and effectively track outbound calls as well as inbound.
One of the most popular outbound features offered in the suite of call center software tools is the predictive dialer. The predictive dialer feature can help make outbound calling initiatives much more simplistic and effective by filtering out numbers that no longer exist or return busy signals. This tool can also be used to track lead status and make outbound calling more efficient and effective for your agents or sales representatives alike.
3. Remote employees using call center software are less productive and efficient.
Many companies function primarily through a remote workforce, and call center software is designed to be easily accessible through remote connections and supplies a variety of tools to help agents stay connected and on task.
Additionally, many call center solutions also offer features and reporting that track and analyze the quality of service being delivered. The vast majority of companies using call center software tend to experience increased employee productivity, efficiency, and happiness.
4. Automation removes the human element of customer support.
A great advantage to call center software is the ability to automate some of the most frequent service interactions in your business. Call center software makes it possible to create customized prompts that will either deliver answers, email information, or route the call to a live agent.
Because the automation can be customized to your exact customer needs, you will be able to answer more common questions much more quickly, and allow agents to spend more time handling complex questions. In this way, automation can actually enhance the human touch in your service department.
5. Call center software cannot capture the quality of service customers are receiving.
It is a common misconception that call center software is only suited to measuring the quantity of customer interactions taking place in your service department.
However, there are also extensive tools available from most call center software providers that help you track, measure, and report on the quality of the interactions taking place in the performance enhancement modules provided in the system. Many call center software providers also include a contact management software module to help you track your customers and leads, and continue to provide them great service.
6. Call center software is too expensive an investment for small businesses.
There are call center solutions available to fit the needs and budget of any size business. The cloud-based options do tend to require far less initial investment, and you can scale your solution easily by adding users as your company and service needs grow.
7. The tools and features offered by call center software providers are not robust enough for the service needs of large businesses.
Since so many companies have begun embracing a remote call center workforce, there are many call center software providers for you to select from as you look into what solution will suit you best. The technology behind these solutions is constantly evolving and improving, offering a very robust collection of all the best tools and features you need to run an effective, profitable call center.
8. Large businesses with busy call centers must deploy their call center software onsite.
Large businesses typically do have especially bustling call centers. It is a common perception that to properly handle high call volumes a business must implement a proprietary, onsite call center solution.
However, a growing abundance of call center software solutions that have the power to meet the volume needs of large companies without the significant investment of an onsite deployment.
9. Cloud-based customer service software is not reliable or secure.
Many business owners still feel wary of cloud-based software solutions due to the misconception that they are less secure or reliable than onsite systems. However, all of the leading call center software providers adhere to strict security levels to protect your business and customers.
10. Call center software is difficult to use and hard to integrate with my other needed business software programs.
Call center software is generally very simple to install and offers user-friendly dashboards, features, and tools necessary for delivering a great customer experience. Additionally, most all call center software solutions can be easily integrated with other business software systems that you rely on in your business.
As you consider your call center software solution options, it is important to dispel any misinformation or myths about the capabilities and potential that exist, and make sure you research all the options available to make the best choice for your company and your customers.