5 Signs that your call center is relying too much on technology

Faith Ocampo Published on January 31, 2017

prisoner hand chained to computer mouse

Let’s face it—call centers can’t survive without technology. They constantly rely on Internet connectivity, smart devices, and automation tools to communicate with customers. Is this dependence becoming unhealthy?

Contact centers started to embrace an omnichannel strategy when handheld gadgets became popular. Most of them now deliver customer support in various modes—live chat, social media, email, and phone. By being present in several touchpoints, they’ve given customers convenient options for seeking a brand’s assistance.
This tech-driven strategy allows companies to capture buyers’ differing channel preferences while gathering relevant data about them. In addition, smart tools also automate laborious processes and facilitate seamless cross-device conversations.
The result? A modernized and personalized customer experience, which serves as brands’ key differentiator.

Indeed, with the aid of technology, brands get to build customer relationships in much more meaningful ways. And because of these impressive results, many managers have begun to depend on tech solutions when faced with business problems.
When this dependence turns into obsession, you can quickly forget that technology isn’t everything. Although it can empower your employees and help them become more efficient, it can’t cure all types of dilemmas. One of the biggest mistakes you can ever make is placing technology at the core of your strategies. Rather than taking center stage, technology should complement and enhance your strengths.
Here are five signs that you’re relying too much on technology.

1. You make decisions based on data alone.

businessman head stuck in laptop screen

Making decisions based on customer data is the first step in building a people-centric organization. But if you can’t seem to make any move without consulting your database, you may already be ignoring other types of knowledge available to you.

Facts must not displace human judgment, entrepreneurial ideas, intuition, and empirical thoughts as you solve problems. Rather, you must approach complex scenarios from multiple angles. This is the key to crafting wiser strategies for your firm.

 

2. Your customer service loses its human touch.

robot customer service call center representative

We often see technology as a means of increasing work productivity. For call centers, this means faster replies and issue resolution. This misguided focus on speed and efficiency, however, can ruin the customer experience. Agents may rush through each interaction instead of focusing on the quality of customer support they provide. When this happens, conversations become robotic and mechanical.

Remember that your tech-driven processes, such as big data processing and omnichannel solutions, must aid you in personalizing conversations. Make it a point to remind your employees that your tools should aid them in enriching customer relationships.

 

3. Agents can’t solve issues without your knowledge base.

businessman scared of laptop

A database that contains every detail about your products and services helps agents solve issues faster. However, they’ll surely encounter complex situations that your manuals and documents don’t cover. In such cases, they need to exercise their critical thinking skills, resourcefulness, and creativity.

In addition to building a database, train your agents to become more independent. Harness their communication skills, and encourage them to contribute new ideas to the organization. That way, they can make strategic decisions on their own when necessary.

 

4. You’re spending too much on technology.

office worker with headache using laptop with red alarm clock coffee cups

It can be tempting to acquire impressive automation tools and data analytics software once they’re out on the market. However, keep in mind that each tool you purchase must help you grow toward your desired direction. Before investing in a new piece of technology, ask yourself these three questions:

•     Can my team and I fully utilize this tool?
•     Does this tool fit my overarching customer support strategy?
•     Can this technology help my company grow, innovate, and perform better?

Thinking through each purchase beforehand can help you maximize your spending and generate better results.

 

5. Your team is unproductive without the Internet.

playful office employee tangled wires cable on head

Sure, you need the Internet to send customer emails, respond to social media comments, and manage your website. This doesn’t mean, however, that your agents can’t get any work done during downtimes. During such periods, you can gather them for team activities, such as brainstorming sessions, meetings, or even fun games. Use this time in more meaningful ways so you can still be productive as a team.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 0 hour ago
The Davao leg of our 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 over the weekend was a celebration of what lies ahead: a shared vision of unforgettable moments and a reflection of our collective drive to succeed in every challenge 2025 has in store.

Thank you to everyone who joined us at the Acacia Hotel Davao for an evening of inspiration and celebration. Here's to a year of new opportunities and achievements!

Let's take a look back at last weekend's party.

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 11 hours ago
Customers trust and engage more with reliable, knowledgeable, and clear communicators.

That's why businesses need #CallCenters that constantly refine their communication strategies and have #CustomerExperience experts to heighten customer trust.

Avoid these weak expressions that can undermine your team's effectiveness: https://buff.ly/4hhfyLc

----------
For exceptional #CustomerSupport delivered by a trusted #CX expert, contact us today: https://buff.ly/3Q3mnEb

#WeSpeakYourLanguage
#CustomerService #CSAT
#outsourcing #CustomerSatisfaction
Open Access BPO 13 hours ago
Is miscommunication costing you customers?
Join us as we break down 4 common customer communication styles and how your team can adapt.

Boost customer engagement and resolve issues faster! Read more: https://buff.ly/42DDbZR

----------
At Open Access BPO, we go beyond basic support to proactively address your customer concerns.

Contact us for a winning customer service strategy: https://buff.ly/3EoMcfv

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
#CustomerSupport #CSat #CX
Open Access BPO Yesterday
The Manila leg of our 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 last weekend proved a resounding success.

The event, featuring exceptional dining, beverages, entertainment, and a record-breaking raffle pool, served as an opportunity to recognize and celebrate the people instrumental to our ongoing growth.

We extend our sincere gratitude to all who participated in this, our first major event of the year.

Let's relive the free-spiritedness we had shown during the event.

To more exciting adventures!
#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO Yesterday
Projecting empathy and providing effective solutions are parts of the business language that will prove crucial to your #CustomerService.

There's so much to understand about harnessing language to ensure your customers not only hear you, but truly feel heard.

Learn more about how it can make or break your #CustomerExperience goals: https://buff.ly/40XwvV8

----------
Open Access BPO's agents are meticulously trained to go above and beyond, ensuring seamless and positive experience for every customer.

Get in touch with us today take your business to new heights with our #outsourcing solutions: https://buff.ly/3EppX99

#WeSpeakYourLanguage
#CustomerSupport #CustomerCare
Open Access BPO 4 days ago
Efficiency and immediate customer responses are key to elevating the #CustomerExperience.
But how many of us underestimate the impact of missed support calls on repeat sales, brand reputation, and overall #CustomerSatisfaction?

Want to learn more about the hidden costs of missed calls?
Check out our blog post to see how it all connects: https://buff.ly/4aDlrQf

----------
Outsourcing to a #CallCenter is a valuable strategy, but only the most competent firms can truly partner with you to grow your customer base and business.

Contact us today to speak with our #CX experts: https://buff.ly/3WBFEAk

#WeSpeakYourLanguage
#CX #CSat #CustomerSupport