The Blessings(and Curses) of Call Center Tech

Typically when we talk about high volume call centers we tend to think about cubicles and desktop phones. But as with all things technology nothing survives in a vacuum and the advances in technology have changed the parameters by which our business operates no matter what type quality internet leads we are using. With Smart Phone, Blue Tooth, and VOIP/Soft Phone technology the rules of the call center game have changed drastically. And while the old school call center managers may be hesitant to embrace these changes the facts are they open up a whole new world for call center functionality not to mention a plethora of resources to measure performance and profitability. Lets Examine the differences between old school call centers and tech savvy call centers can be best illuminated as follows.

Old School- Performance was measured by visually seeing how often a representative was at their work station and counting their sales/enrollments at the shifts end.

New School- Performance can be measured remotely and every single workstations dial out and talk time can be measured to the second while, as a manager, you are actually in the field signing up new clients. You can even track your online business leads conversion rate to even the most minute of data.

Old School-Day Planners, 12 Month Wall Calendars, and lots and lots of Sticky Notes, and leads distributed via index cards

New School-Smart Phone not only has every hour of your schedule accounted for but can play specific ring tones that alert your immediate tasks in all sorts of creative ways. Be it an screen pop up, vibration, or Ring Tone that plays Another One Bites the Dust; your calendar chock full of activities has never been as easily accessible. Credit Repair Leads distributed via online CRM platform. 

Old School- Important information was stored on computer and any file that contained some needed tidbit of information was retrieved by calling back to the office and having a subordinate get it for you.

New School-Your office computer is completely on line 24/7. Your desktop in the office is your desktop in the field. You need a file or looking for internet mortgage leads? Log in while at Starbucks and get what you need when you need it. Cloud technology has made this aspect of day to day business even more tangible and practical for a myriad of benefits.

What is amazing in this regard is that we are just scratching the surface in terms of tangible resource utilization across the spectrum for any business tool you could ever want, need, or dream of. You now can attend juniors little league without missing a beat as to what is happening back at the call center. You can buy a new batch of exclusive leads while waiting in line at Redbox. Of course this may be a blessing and a curse- if you are sitting on a lanai in Maui sipping Pina Coladas do you really want to be considered with employee #192-827 having a substandard call contact rate?