What should be considered when buying or renting Contact Center technology?
Modern Contact Centers are constantly searching for cutting edge technologies that support both new channels of interaction and the most advanced processes to serve more demanding and well informed customers. This is why purchasing Contact Center Technology must be considered not only as a major investment, but as a strategic decision based upon serious selection criteria. But, what are the most fundamental factors that a company needs to take into consideration when acquiring technology for its Contact Center?
Clearly the first step is defining the project scope and answering pertinent questions. What are the requirements of my company? What are the expectations of the operations department? What benefits do I expect? How much should I invest? What are the resources and departments that should be involved? What tasks should be optimized, suppressed or automated? Based on my experience in consulting and implementing technology projects, I can say that not defining or properly delimiting the project scope can hinder both the implementation process and development of the project.
Another fundamental factor is determining the team that will lead the decision proces
s for purchasing the technology. It´s all about generating a “symbiosis” between the technical department and the functional departments of the company that will benefit from the new technology. It is important to understand that besides the technological factors that should be analyzed during the process, strategic and financial factors aligned with the business objectives should also always be considered.
Investment on technology should not be considered as an expense. Investment should be considered by factors such as increase in productivity, more real contacts in less time, process optimization, client fidelity, and customer acquisition and retention.
The investment in the short, medium and long term must be analyzed cautiously, always considering the balance between reducing costs and maintaining customer satisfaction and service levels. It is very important to identify and measure the operative elements that affect service management and productivity.
Technology providers for your Contact Center must evolve from simple “provider” to “business ally”. The election of technology must be 100% aligned with the strategic objective of the company and with the fulfillment of the main business KPI´s. Besides the technical and functional offer, the business ally must offer a flexible commercial model that optimizes productivity and is aligned with achieving results. It´s not just technology, it´s strategy!