5 Questions to Ask to See if It's Time to Upgrade Your Contact Center

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The software gets outdated, but you want to make sure yours is up-to-date at all times. In this article, we want to talk about the most evident signs indicating that you need to upgrade your contact center as soon as possible. Keep reading!

To be or not to be? That is the question. Whether ‘tis nobler in the mind to suffer or to take a critical look at your contact center? Yep, software gets outdated, but you want to make sure yours is up-to-date at all times. In this article, we want to talk about the most evident signs indicating that you need to upgrade your contact center as soon as possible. Keep reading!

Happy customer - thriving business

The loop goes as follows. Your business needs money to keep working. To make money, it needs customers. If customers are happy, they keep coming back and even recommend your business to their friends. You get the money, they get the service, and everybody is happy.

You probably can survive even with angry, single-purchase clients. However, there will be no chance for you to thrive. The difference between surviving and thriving is customer satisfaction.

On a broad scale, there is no B2C or B2B anymore. No matter what market you are in, it’s all H2H - human to human. Therefore, the quality of each interaction gradually becomes more and more important. To achieve business success, you should build fruitful and long-term relationships with your clients.

These days, there emerge more and more opportunities for customers to engage with your business. Businesses actively use social media, instant chats, text messaging and push notifications, and even conversational chatbots. However, the voice still remains the most common channel for providing customer support and address the clients’ needs.

If you noticed your revenues decreasing or your business losing its edge in the market, it’s high time to upgrade your support channels. To make this change successful, ask yourself the following 5 questions which can help you clearly understand which areas of your customer service should be improved:

  1. Are you losing your current clients?

Customer churn is the primary factor that affects your business profitability. If you have poor customer service, the number of your customers will naturally decrease. It won’t take long until they will start using the services of your competitors, which is bad news for a profitable company. And we all know what’s the outcome of losing clients besides the financial losses. You may find it more difficult to attract new clients since your product will no longer be trustworthy. Remember, the clients call contact centers to resolve inquiries regarding products and services they’ve bought from you. If they don’t get the necessary help, they won’t hang around for too long. Therefore, make it a priority to provide a quick resolution of a customer request to build good long-term relationships with clients in the future.

  1. How good is your call tracking?

To instantly provide high-quality support, your contact center should always predict your customer needs. When the client’s call is transferred to another agent who is not aware of the details of an original request, it’s a sign of poor and outdated customer service. Not a single self-respected client will be happy with the provider’s services if their inquiry bounces back and forth from agent to agent and at the end of the day does not get resolved. To boost the FCR (first-call resolution) and increase the professionalism of your contact center, you should be monitoring your clients' requests as soon as they are connected to IVR. Accurate tracking of client inquiries is not only helpful for implementing advanced customer service but is also useful for the effective development of your product or service. This way, you’ll manage to prevent recurring support requests and frequent issues that your customers encounter.

  1. How many communication methods do you use to support your customers?

Indeed, each client may prefer different methods for receiving valuable support services and that is why many businesses go omnichannel. Some customers are happy with receiving support via calling to contact centers whereas others prefer to solve their requests via live chat or by sending messages to support emails. Every business should make sure their clients are comfortable with their current support channels. People may have simple questions that are not worth holding on the line and waiting to connect with the support agent. Right now, it is important to have alternative ways of providing customers with quick support, so you might want to consider implementing chatbots, which is the next hot thing in the customer support realm.

  1. Is your software up-to-date?

But, even the most efficient call center software can become outdated or miss some important features after some time, which immediately reflects on the support quality. If your call center software does not get regular updates, the quality of your customer service will significantly decrease. To make sure that the software you use is up-to-date, check in with the current tech trends from time to time. Your software should not limit your business growth and its costs mustn’t exceed its actual value. For example, Voiptime Cloud call center software gets regular updates every fortnight. If you choose it for your business, you can be sure that you won’t miss a single opportunity. Besides, its innovative features will definitely boost the efficiency of any support team.

  1. Do you have the required options for disaster recovery?

Most cloud-based contact centers guarantee 98-99% uptime and provide decent data storage facilities and data recovery capabilities. However, there are still some unpleasant exceptions. If your contact center hasn’t got an appropriate backup action plan in case of sudden breakages in the system, it’s not good for your business. How can your customers confide in you if they are not sure whether your solution is reliable? You should discuss this issue with your vendor or consider moving to another more reliable solution.

On the final note…

Give honest answers to these five big questions to see whether it’s time to upgrade your contact center. And if you find out that your solution does not have what it takes to help your team provide the best customer service, replace it with no shame. After all, your customers’ satisfaction is the only thing that matters.

Tanya Gonchar

Expert in call center process automation, Head of Marketing at Voiptime Cloud. Interested in customer service, B2B sales, marketing, business analysis.

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