Running a call center can be tricky. There are so many moving pieces that it can be hard to keep track of sometimes, and with that many moving pieces, you’re bound to hit some snags along the way. Fortunately, there are usually ways to get past any challenge. One challenge that’s always a bit of a pain to get through are call center software issues. If your call center was a person, the software that you use would be the blood so making sure that it’s always running smoothly is incredibly important.
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Make Sure Your Software is Up-to-Date
One mistake that is commonly made is not updating your software. Updates are released all the time for all sorts of reasons. Patching bugs, adding features, and most importantly, making security tighter for your entire system. Any time an update is released, it’s good to run it by your I.T. team and do the updates as quickly as possible. This will ensure that your call center is continuing to run smoothly and can help keep your call center software more secure, which is incredibly important if you want to keep your customers’ information safe.
Properly Train Your Agents to Use Your Software
The software that you use is going to impact a large portion of your employees’ lives, so making sure that they know the ins and outs of how the software works is important. It can also lead to better and shorter calls with a higher conversion rate because your agents know exactly what they’re doing and how to do it. Ill-trained agents can slow the process down and also just end up frustrating the same callers that you’re trying to please. It can also save your I.T. department a few headaches if your agents know what they’re doing because they won’t need to help with small issues.
Make Submitting Trouble Tickets as Easy as Possible
If your software is having issues, you want to be sure that your I.T. team can be notified instantly. A great way to do this is to give your agents a quick and easy way to submit tickets to them. These tickets can open up cases for your I.T. team and it gives them an easy way to see what kind of issues are going on and how big the issue is. Tickets also allow for your I.T. team to decide which issues are critical and which can be put off for a bit.
Always Make Backups
Backups are one of the most important things in the digital age. Before you make any major changes to your software, make sure to back up the old version just in case. Not doing this can lead to a lot of bigger issues and overall hurt your company, especially if your new setup causes big issues. It’s often recommended to keep these backups on a computer onsite, but if you have a contract with a company to host your servers that could work as well. The real important thing is that the backups exist because you never want to be stuck with a configuration that leaves your entire operation dead in the water.
Make Sure You Have a Solid I.T. Team
This may seem like it’s a little too on the nose, but it’s probably the most important item on this list. Having a good I.T. team will ensure that you can keep things running smoothly even if your software hits a wall. They’ll be able to spring into action and get things back to normal for you. Good I.T. professionals that know what they’re doing will save your company more trouble than you could imagine, especially when things hit the fan on the worst possible days.
Some companies will train people to do I.T. and others will look for people with credentials. Which route you go is up to you, but it is always important to be sure that your I.T. team understands how the software works so they can fix it quickly. Your I.T. team should also be able to fix your computers and internet, which is a win-win because that means that all technical parts of your call center are taken care of.
Don’t Miss Customers Because Your Software Isn’t Working to the Best of its Ability
Your call center is already complicated enough to run without running into software issues. Fortunately, even the most complicated issues that you run into with your call center software can be solved with ease if you just follow a few simple steps and make sure that your I.T. team knows how to work the software. It’s never good when you miss out on calls because of technical issues.