Reconsidering Customer Experience Platforms: A Deeper Look into Common Objections and Their Implications
Our monthly engagements with potential clients seeking solutions for enhancing customer experience often reveal recurring objections:
1. Attractive Unlimited Outbound Calling Offers:
Some prospects propose that alternate providers offer unlimited outbound calling options at fixed rates. These offers promise predictability and ease of mind. Similarly, there are providers offering standard one-time pricing with unlimited calling options. We once pondered how these offers attracted interest. However, we deduced that such prospects may not align with our offerings and accepted this reality.
2. Surprising Returns from Former Objectors:
Interestingly, certain prospects who initially presented such objections eventually returned to us. They expressed dissatisfaction with their chosen platforms and sought to resume conversations regarding our deployment. Intrigued by this trend, we sought to address the challenges faced by customer service and customer experience functions in such scenarios.
Challenges in Call Center
1. Predominance of Open-Source Platforms from Cheap Providers:
Many affordable providers furnish open-source dialers packaged as platforms. While these platforms boast requisite features, support from these providers often falters. This translates into significant weekly downtime, involving up to 10-12 hours, encompassing testing and commissioning.
2. Untangling “Unlimited” Calling Plans:
Providers frequently promote unlimited outbound calls for agents at fixed rates. However, these offerings often conceal a Fair Usage Policy (FUP) that results in additional charges. Alternatively, they may engage budget carriers, jeopardizing call quality.
3. Evaluating Fixed Infrastructure Costs:
Analyzing the intricacies of call center operation costs reveals a composition spanning physical infrastructure, dialers, telephony, self-service capabilities, contact center technology, and labor. Upon closer examination, labor accounts for 60% to 76% of total expenses. Thus, it’s vital for call centers to equip agents with effective tools to enhance customer experiences, overshadowing concerns about customer experience platform costs.
4. Repurposing the Call Center Perception:
Conventional notions often relegate call centers to cost centers. However, this overlooks their direct impact on an organization’s revenue—customer loyalty, repeat transactions, and increased customer lifetime value correlate with the quality of customer experience provided. Investment in the right technology to deliver exceptional experiences is essential, challenging the notion of call centers as mere cost centers.
5. Integration Gaps in Open-Source Platforms:
Most open-source solutions prioritize dialers while neglecting integration. Manual retrieval of previous interactions during follow-up calls and manual reminders prove inefficient, leading to potential revenue loss.
6. Analytical Scarcity in Limited Platforms:
Commonly, offered metrics encompass agent call time, average handling time (AHT), call waiting time, and disposition duration. These metrics predominantly focus on improving agent efficiency and supervision, neglecting insights into customer behavior. Vital features such as self-service opportunities, language-based red flags, and compliance considerations are often absent.
7. Addressing Call Spikes:
Effective management of call spikes is often absent in cheaper solutions, resulting in push-to-next-agent strategies and customer hold times. Conversely, envision a platform that prioritizes customers based on credentials, offering loyalty-based preferences and zero wait times. Skill-based, time-based, and location-based routing enhances customer satisfaction, while analytics guide optimal staffing to handle peak periods.
8. Scaling Challenges and Solutions:
Cost-effective solutions entail paying for unused seats and awaiting seat provisioning. On the other hand, enterprise-class cloud-based call center platforms permit seamless scaling within minutes. These platforms eliminate unused seat expenses, providing flexibility without contractual commitments or minimum guarantees.
Empower Success Through Technology
Technology should not hinder call center progression. Challenges are intrinsic, yet technology must be the final impediment to success. A judicious selection of technology paves the way for exceptional customer service, regardless of service complexity. Recognize your call center’s unique requirements—customer service, lead generation, outbound sales, or customer support—before investing in the right technology platform.
Avoid compromise in technological investments. In the end, quality aligns with investment. The commitment to deliver unparalleled customer service defines your call center’s triumphs. Prioritize informed technology decisions to elevate customer experiences to unprecedented levels.