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Call Center Software - Does My Business Need It?
Ten years ago most businesses would not have considered owning call center for their business telephone system unless they had a true call center environment. The cost was absolutely prohibitive for any other application, but with recent technology advancements it’s now time to ask, “Should I be using call center for my company?” The financial case for doing so is overwhelming in several new market niches.
The definition and the perception of what a call center now is has dramatically changed in the last ten years. It is no longer just the large outbound telemarketing rooms or the huge inbound customer service centers that qualify. Many small call centers are essential profit centers for their companies, and many others are classified as “non income producing” overhead that are absolutely vital to their smooth operation and business model.
But how do I know if am running at peak efficiency? How do I know if I am understaffed or overstaffed? How do I know who is producing and who isn’t? Are my customers as happy as they should be? Do I really need a full time person to manage a small operation? Not knowing the answers to those questions could cost a company dearly.
When you take a closer look at what call center reporting and management tools can cost effectively bring to an organization, a whole new set of questions come to mind.
How long do my customers REALLY wait on hold? Are my reps picking up in a timely fashion?
What are the most calls in cue that I get at one time?
How many or what % of abandoned calls do I have?
Do I lose calls due to excessive hold times?
What is the average length of call?
How long does it take to “wrap up a call?”
Who has the longest average call length? My best agent or worst? Why?
How do I know if I am properly staffed?
How do I know if my call center has trouble?
How do I solve it?
These are questions only large call centers with proper management tools could have answered in the past. With new cost effective technology, more and more businesses are looking to solutions to streamline their operations and answer the essential questions that can differentiate them from their competition.
The person that is answering the phone or placing the call for a company costs much more than the actual call itself, so it is imperative to understand how one’s resources are being allocated. Being overstaffed one person could pay for many times over in a single year. Being understaffed could be costing a company a tremendous amount of business and repeat business because of frustration and substandard service levels.
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