Call center technology is subject to frequent improvements and innovations. Such advancements have left a controversial imprint on the industry, questioning the importance of call center software enhancements and how they contribute to a company’s contact center performance.
Companies spend millions of dollars annually investing in technology advancements in order to improve customer service satisfaction and operational performance while also cutting costs. As this becomes a key objective for most, if not all call centers, a reoccurring question arises: does more sophisticated call center technology directly influence customer satisfaction and overall contact center performance? Without a confirmed correlation of the two, the answer to this question has remained quite an ambiguous one. However, recently, this has changed. Upon the release of “The Impact of Technology on Contact Center Performance,” the relationship between superior call center technology and software and call center performance is undeniable.
This 2012 study is the first to statistically prove that highly developed call center software directly impacts the efficiency and productivity of a company’s contact center performance—not to mention increases its annual profit. Continuous developments in call center technology and call center software provide opportunities to decrease cost per call and queue time, while improving on customer satisfaction, response time, first contact resolution time, and the amount of calls made per agent in a given hour. As a result, upgraded call center software allows for customer support representatives to complete calls at a more speedy, yet effective rate.
As these fundamental call center activities are fine-tuned, companies can be certain that their call center software and technology is working to benefit both call center representatives, and more importantly, provide quality customer service to callers, boosting the likelihood of customer loyalty and customer retention rates. In response to the benefits of such sophisticated technologies in contact centers, co-author of “The Impact of Technology on Contact Center Performance,” Dr. Natalie L. Petouhoff, assures that “For executives looking to justify management decisions regarding technology acquisition, they now have scientifically‐supported evidence that satisfying customers and enhancing financial performance are not at odds.”