October 10, 2023 - NobelBiz

2. High Costs The technological landscape, especially in the call center industry, is dynamic and everchanging. The pace at which new technologies, features, and updates are introduced can lead to frequent system upgrades or changes. While these updates are intended to improve efficiency or capability, they often come with significant costs. Direct Financial Costs: Every time a call center adopts a new software or tool, or updates an existing one, there are expenses for licensing, implementation, and possibly hardware upgrades. Training Costs: New or updated software often requires training sessions for the staff. This training represents a double cost: the expense of the training program itself and the time agents spend away from their primary tasks. Operational Disruptions: Transitioning to new systems or updates can lead to temporary operational disruptions, affecting service quality. Downtime or glitches during transitions can be costly in terms of customer satisfaction and potential loss of business. Compatibility Issues: Upgrading one piece of software might necessitate changes or upgrades to other tools to maintain compatibility, leading to cascading costs. Maintenance and Support: Newer systems or features might require enhanced support packages or maintenance agreements, adding to the ongoing operational costs. Read this article to find the Top 12 Call Center Cost Reduction Strategies: Unlock Your Call Center’s Full Potential. EXAMPLE FROM A CALL CENTER PERSPECTIVE A call center uses a specific CRM system that releases a major update. The update promises improved features but comes at a high licensing cost. Additionally, the update requires more powerful server specifications, necessitating hardware upgrades. Once implemented, the center realizes that the updated CRM no longer integrates seamlessly with their ticketing system, meaning further expenses. Agents require training to use the new CRM features, leading to operational slowdowns during the training period. REDUCE YOUR COSTS WITH NOBELBIZ The sad truth is that many contact centers end up paying more than they bargained for with their telecom, software, or CCaaS providers. Being stuck in long-term contracts with subpar providers, contact centers pay big in terms of business friction and mental anxiety. Bad infrastructure paired with slow and heavy servicing protocols can take a heavy toll on the short and long-term performance of ANY contact center. But there’s a better way! NobelBiz is committed to keeping these hidden costs in check by designing and deploying one of the best-performing servicing systems as a contact center telecom and software provider. In-house client advocate servicing model. Free Premium 24/7/365 Support out-of-the-box. No mandatory long-term agreements. Proprietary voice carrier network (which usually spells better cost-per-minute rates)

Day: October 10, 2023

Essential Pain Points in Call Center Management – Part 1