![]() Half of the teams we talked to reported that maintaining clean caller IDs and avoiding call flagging and blocking were major issues. Poor Caller ID (DID) Reputation – 50% of RespondentsĪnother of the most common issues reported by VICIdial users: poor caller ID reputation. But what’s behind VICIdial’s low contact rates? The answer actually lies in our respondents’ other pain points. The questions and frustrations only grow from there: How do you justify the high cost of quality leads if you’re unable to reach them?Ī large majority of the teams we talked to reported this as one of their biggest challenges. That is, if you’re not reaching your prospects, you risk burning through costly leads and lists. Learn more Low Contact and Connection Rates – 63% of RespondentsĬall centers not connecting with leads will drive up their second biggest cost: data. And that inefficiency is only compounded when it’s reporting on your agents’ efficiency that you’re struggling to pull! Every second spent fumbling with a clunky UI represents payroll going out the window. The same goes for managers who need to keep tabs on performance through real-time reporting.Īfter all, payroll is the biggest cost at outbound call centers. To maintain agent efficiency and productivity, an easy-to-use user interface is essential. The interface looks like a mid-90s website.” But the front-end/GUI could use an overhaul pretty badly. Here’s what a reviewer had to say at Capterra: “Being free and open-source, I suppose I can’t complain too much. Nearly 7 in 10 call centers noted the VICIdial interface and manual reporting process as a significant pain point.Īnd the teams we talked to aren’t the only ones who experience this issue. The most common issue facing VICIdial users? An interface that’s outdated and difficult to navigate. Outdated UI and Poor Reporting – 69% of Respondents Convoso spoke to a number of call centers of varying sizes who have used or are using VICIdial as their primary outbound dialing solution to find out their top issues with the platform. ![]() ![]() It’s smooth sailing from there, right? Not quite. So you can foot the costs of installing and maintaining VICIdial. (As you’ll see below, downtime and outages are frequent issues for many teams.) And if they’re not a dedicated member of your staff, the cost of their work can also come with costly wait times that keep your team from making calls.ĭownload now Where VICIdial Falls Short, According to Its Users Every time an issue arises or bug needs resolving, you will need to call on them. Your need for an outside expert doesn’t end there either. ![]() And this initial deployment isn’t quick: it often takes months. Experienced professionals in this area often cost anywhere from $100-200 per hour. To make modifications, you will also need to hire a qualified web developer with experience in architecting and developing enterprise-class applications. ![]() You won’t just need a developer for the initial install, though. Installation requires knowledge of Linux, Apache, MySQL, and Asterisk. Unless you have a versatile developer on staff, you will need to bring in an outside company or freelancer to install VICIdial at your call center. If you use VICIdial as your dialing software you will have to account for these main costs: Installation When it comes down to it though, that’s not really the case. As an open-source solution, something you hear frequently about VICIdial is that it’s free to use. ![]()
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