7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift

There are several indicators that can serve as warning signs if your MSP’s call center is not working as efficiently as it should. Here are seven of those:

1. Long Wait Times and High Abandonment Rates

One of the most noticeable red flags is extended wait times for customers and high abandonment rates. For MSPs, the acceptable abandonment rate is between five and eight percent. If four out of every five calls are typically answered within 20 seconds, then there is nothing much to worry. However, if the abandonment rate goes north of 10 percent, then the abandonment rate is quite high and it should be a matter of concern.

If your clients are spending more time waiting to connect with a representative than actually resolving their issues, it’s a clear indication that your call center needs an overhaul. Today’s customers expect quick and efficient service, and failing to meet these expectations can lead to dissatisfaction and potential loss of business.

2. Inadequate Handling of Technological Advances

In his book ‘Profiles of the Future: An Inquiry into the Limits of the Possible,’ celebrated science fiction author Arthur C. Clarke remarked “Any sufficiently advanced technology is indistinguishable from magic.” He couldn’t be more right. The technology landscape is ever-evolving, and your call center should keep up with the latest advancements. 

If your MSP call center is still relying on outdated systems, lacking integration capabilities, or struggling with compatibility issues, it’s time for a technological revolution. Investing in cutting-edge solutions can enhance efficiency, streamline processes, and ultimately improve the overall customer experience.

3. Lack of Proactive Support

Noted American author and orator John C. Maxwell said “If you’re proactive, you focus on preparing. If you’re reactive, you end up focusing on repairing.” Another best-selling author of all-time Stephen Covey said, “The proactive approach to a mistake is to acknowledge it instantly, correct and learn from it.”

Modern MSPs are not just reactive; they are proactive in addressing customer needs. If your call center is solely focused on resolving issues after they arise rather than preventing them, you’re missing out on a significant opportunity. A revolutionary call center should employ predictive analytics, monitoring tools, and proactive outreach to identify and resolve potential issues before they impact the customer.

4. Limited Multichannel Support

Multichannel, if not omnichannel support, is extremely important in today’s time. Customers today communicate through various channels, such as phone, email, chat, and social media. As per data from Webinar Care, nine out of every ten customers expect interaction with brands across multiple channels. Almost three-fourths of customers would connect with brands that provide multi-channel customer service.

If your MSP call center is primarily focused on one channel and neglecting others, you’re limiting your ability to reach and assist clients effectively. A revolution in your call center strategy should prioritize multichannel support, ensuring seamless communication across all platforms and meeting customers wherever they are.

5. Insufficient Training and Development Programs

The success of a call center heavily relies on the skills and knowledge of its agents. If your team lacks the necessary training to handle diverse technical issues, customer service challenges, or evolving industry trends, it’s a sign that your call center is holding you back. As Henry Ford once said, “The only worse thing than training your employees and having them leave is not training them and having them stay.”

Implementing continuous training and development programs is essential for keeping your team up-to-date and empowered to provide exceptional service. As Leonardo da Vinci quoted, “Learning is the only thing the mind never exhausts, never fears, and never regrets.”

6. Low Visibility into Key Data

Noted American entrepreneur Andy Dunn rightly said, “Passion provides purpose, but data drives decisions.” Having low visibility into essential data means operating in the dark when it comes to understanding the performance of your call center. For effective decision-making, it’s crucial to access key metrics in real time, such as:

• Call volume by day
• Average Handling Time
• First Call Resolution
• Abandon rates
• Queue status

But MSPs that use below-average call center solutions lack the access to key real-time data. Upgrading to sophisticated call center software can enable MSPs to not only identify bottlenecks and optimize processes but also make the right data-driven decisions.

7. High Call Volume

For small and mid-sized MSPs, too much call volume, points to a critical operational challenge. When your front-line staff is consistently inundated with calls, it can lead to burnout, increased handling times, and a decline in customer service quality. Overwhelmed staff may struggle to provide personalized attention, resulting in frustrated customers.

Furthermore, prolonged wait times and full voicemail boxes are clear indicators that your current call management processes are inadequate. This situation underscores the urgent need to establish a structured call center with dedicated resources and robust call center software. By implementing tools like Automatic Call Distributors (ACDs), you can efficiently manage call flow, optimize resource allocation, and enhance overall customer experience.