3 Case Studies Showing the Benefits of Migrating to Call Center Software

Sep 28, 2018

Posted In: Blog Author: TCN

Research and Markets reported that “the contact center software market size is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9%.”

What’s driving this growth?

According to the same forecast, “enhanced customer experience through multiple channels, such as voice, video, web, and social media.”

This really means one thing:

Call center software is driving big wins for businesses and no one wants to be left behind.

But some leaders are hesitant to adopt new technology, even if it’s being proven in the market, reciting the age-old adage: “if it ain’t broke – don’t fix it.”

Yet migrating from legacy systems to cloud-based call center software isn’t just about replacing a broken system…

It’s about improving overall productivity and efficiency in your organization. It’s about decreasing costs long-term and increasing profits.

Better call center technology helps businesses streamline their processes, give agents greater control over the customer experience, and create a seamless call workflow.

Using 3 case studies, we’ll show you how call center software helps businesses achieve big wins for their organization and customers.

3 Case Studies that Show Migrating to Call Center Software Provides Big Benefits

Seeing how a solution benefited another company is one of the best ways to judge its effectiveness and viability.

So here are 3 case studies that show the results of implementing call center software:

1. Call Center Software Increases Productivity

First Collection Services, an accounts receivable management company, needed to speed up service and simplify the tools they used to get the job done.

They needed a solution that could improve productivity while providing a better customer experience, so they switched to TCN’s cloud-based call center software.

Shortly after, they were able to reduce redundancies in their workflow and improve efficiency all around, which allowed agents and managers to make the best use of their time and resources.

To read the rest of the results, check out the case study on using a cloud-based call center suite.

2. Call Center Software Increases Profits

A second collection agency needed a better way to manage their agents and boost their skills and abilities with call center technology.

TCN was asked to come in and test their call center software for 2 weeks against a rival company to see who performed best.

At the end of the 2 weeks, TCN was able to both raise agent productivity by 327% while reducing the cost for each agent down to $4.06 per hour, increasing profits to $101.21 per agent hour.

To read the rest of the results, check out the case study on using call center software.

3. Call Center Software Increases Efficiency

A third collection company wanted to finally switch from a Cisco hardware dialer to a cloud-based solution.

And to make sure they made the right switch, they recorded the process to compare results.

After the test, these were some of the results from using TCN’s call center software:

  • A 55% reduction in full time equivalent (FTE).
  • A 56% reduction in Ready/Idle time.
  • Agents had 2x longer conversations with customers.

To read the rest of the results, check out this case study on Cloud-based Call Center Software.

Discover More Reasons Why Executives are Migrating to Call Center Software

As stated in the introduction, the call center software market is booming.

Those that aren’t adopting call center technology need to understand…

The market is changing.

Consumer demand is changing.

For example, there’s a greater need for intelligent call routing than ever before. According to IBM, “Forrester suggests that advanced data and analytics will be able to successfully route customers to agents (or bots) based on data collected which outlines previous purchases and online behaviors.”

And that advanced data analytics technology is available to cloud-based call centers right now. It’s called ACD call center technology.

But it’s not available to hardware-based call centers. And even if there was hardware a business could install to intelligently route calls, it would cost much more upfront, not to mention for maintenance fees down the line.

Call center software, on the other hand, beats out on-premise hardware in 6 big ways:

  1. Reduced Capital Costs
  2. Scalability and Flexibility
  3. Improved Management Control and Agent KPIs
  4. Streamlined IT
  5. Redundancy and Availability
  6. Compliance

You can learn more about why call center software performs so well in these categories and what results it provides businesses by grabbing our free report on why call center execs are migrating to the cloud.

About the Author: TCN

TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.