As someone who runs a call center, you probably want one more thing more than most other things. To be able to see your call center grow and continue to grow consistently at a healthy rate nearly indefinitely.
To be able to do that, you’re going to have to stop believing some pretty harmful myths about call center software. Today we’re going to be taking a closer look at the 9 most common myths that you still probably believe about this kind of software, even if you do have to use it every day.
It doesn’t matter what size your call center is, how many calls you take on a daily basis, or even how many employees you have. Believing in these 9 myths can very actively hurt your call center’s chances of growing consistently year after year.
So, let’s take a look at these myths so we can all dispel these myths once and for all and you can use this information to help your company grow at record speeds. By the time you’re done here, you’ll know all of the most common myths and why they’re incorrect.
Table of Contents
1. More Expensive Pieces Of Software Are Always Better
A lot of people are under the illusion that if something costs more, it has to be better. This simply isn’t true. There are companies that will sell bad products for a lot of money, and companies that will sell good products for very little.
2. You Need Every Piece Of Software A Company Offers
It’s not uncommon for people to believe that they need every piece of software a company will provide. You do not, you only need the pieces of software that your company will actually use.
3. Shopping Around Won’t Get You A Better Deal
For some reason or another, there are people that believe that shopping around is an exercise of futility. You can usually save a lot of money if you shop around and might even find deals that you wouldn’t have been able to if you didn’t take the time.
4. Researching Call Center Software Is Unimportant
Research is probably the most important step of this entire process. If you look into call center software beforehand, you can be sure that you’re only getting things that your company will actually use. That can help your company save money by not spending on things that it doesn’t need.
5. You Don’t Need To Test Good Software
No matter how good a piece of software is, you need to run tests on it regularly. This will help reduce the risk of a big catastrophic meltdown happening out of nowhere, and the fewer of those your company has the better off your company is in general.
6. Prices Are Finalized Forever With The First Contract Signing
When you do business-to-business transactions, you always have to sign a contract. A lot of people think that this sets the price of the software in stone forever, but when it comes to resigning contracts you can always talk about lowering the price. In a lot of cases, they’ll be happy to.
7. You Can’t Negotiate With Software Providers
Before you sign contracts with a company for their software, you sit down and negotiate. You are allowed to try and get their software for cheaper, so don’t feel bad if you try to haggle. It might not always work, but it is always worth a shot at least.
8. The Usability Of A Piece Of Software Shouldn’t Be Part Of The Equation
User-friendly interfaces make a huge difference in the software that you’re using. If the software isn’t easy to use, you can expect a lot of your calls to go less well than they could. The usability of a piece of software is almost mission-critical if you want smooth interactions.
9. Your Agents’ Opinions On The Software Shouldn’t Matter
Your agents are on the phones every single day. They might be considered the front lines of your business. With that in mind, if they don’t think the software works very well, there’s a good chance that it doesn’t. Odds are they have to spend at least 8 hours a day using that software, so they would have a good idea of how good it is.
Getting the Most Out of Your Call Center Software
Every call center wants to excel at taking calls, selling products or services, and providing excellent customer service. The best way to make sure that all of that happens is to get the most out of your call center software.
When your call center is running smoothly, growth is a lot more obtainable for your company. It causes a butterfly effect of sorts and can even help parts of your business that you wouldn’t have considered.