5 Reasons Why Your Call Center Needs a Customizable Solution

Dóra Rapcsák
May 10, 2019
May 10, 2019
5 min read
#Business

As these days business is powered by advanced technology solutions, choosing a reliable software solution is an essential and inevitable step for call centers.

Choosing the right call center software can be a difficult job. But it doesn’t have to be. First, check out our pro guide on what to consider when choosing a call center software.  

And once you’re familiar with the most important call center software features, it’s time to talk about the importance of software customization.

Below, we’ll explain why your call center needs a customizable solution in order to reap success.

Increased efficiency

If you choose a ready-made software solution that lacks certain features your business needs, then you’ll need to leverage additional systems in order to seamlessly manage your operations.

However, it’s as simple as that: the more systems you use, the more complicated your processes will be. By leveraging too many systems, your agents will have no other choice but to switch between these systems, resulting in reduced efficiency.

Switching to an all-in-one, customizable solution, on the other hand, will definitely help you use your resources more efficiently while allowing your agents to increase their productivity.

Competitive Business Advantage

Every business is unique in their own way and thus needs to utilize certain tailor-made features in order to get the most out of their operations.

One thing is for sure: an off-the-shelf solution will never perfectly fit your business. A customizable solution, however, is developed based on your own business requirements, allowing you to stay ahead of the competition by leveraging a system that is specifically designed for your business.  

As most businesses still go for ready-made software, choosing a customizable solution is your best choice to create a competitive business advantage for your business and a tailor-made solution for your customers.

Scalability

The success of your business lies in your ability to grow, and this is also where a customizable software solution will definitely come in handy.

Peak periods are nothing new to customer service, with call centers often experiencing increased call volumes in peak times. In such cases, the ability to quickly upscale is critical to any call center.

A „one-size-fits-all” solution won’t necessarily be able to accommodate your needs to upscale that come as a result of your company’s sudden growth. Also, requesting changes in a ready-made solution may require significant time and money.

On the other hand, a customizable solution is created with flexibility in mind, allowing your business to quickly scale up adding additional agents to your team only during peak times.

Security reasons

For call centers, often collecting and storing a huge amount of customer data, security and privacy need to be a top priority.

As we all know, on 25 May last year, the GDPR came into force, requiring businesses to implement several data protection measures into their processes.

A ready-made software solution may not contain the necessary features to comply with the new legislation. Therefore, again, you’ll have no other choice but to look for additional systems.

A customizable solution, on the other hand, can measure your company’s data protection requirements and develop your solution accordingly. Here at VCC Live®, during the last two years, we initiated a number of developments to ensure our solution is a 100% GDPR compliant.

Ongoing support

It is no coincidence that ongoing support is the last factor on our list. Perhaps the most important advantage of a customizable solution is that your company can benefit personalized and ongoing support from the provider’s development and customer service teams.

As your call center grows, your software solution will need changes too. In case you choose a customizable solution, instead of looking for a new system, you’ll be able to work along with your provider’s development team and add new necessary features to your solution.

At VCC Live®, after setup and a training period, our support team and dedicated account managers continue to offer ongoing support as required. Furthermore, our expert team provides call center consulting services using the expert industry knowledge they have acquired through the years.

The growth of your business will require constant changes in your software solution. VCC Live®’s agile development methods ensure that our clients enjoy the benefits of a customized and state-of-the-art call center software solution. So, using our pro tips, make sure to choose a customizable solution that is able to grow with your business.

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
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