5 Common Call Center Misconceptions

Brian Keep, Ytel |  

It can be a difficult task in the internet world we're living in to separate fact from fiction, regardless of industry or market. While call centers are consistently growing and changing, that doesn't automatically imply that the change is negative. Call centers aren't just cost centers, and we'll prove it to you right now, in this post! Here are a few misconceptions about call centers you should think twice about. 

Call Center Misconceptions and Myths

It can be a difficult task in the internet world we're living in to separate fact from fiction, regardless of industry or market. While call centers are consistently growing and changing, that doesn't automatically imply that the change is negative. Call centers aren't just cost centers, and we'll prove it to you right now, in this post! Here are a few misconceptions about call centers you should think twice about. 

1. No one wants to talk to live agents anymore

  • This most likely stems from the more recent communication channels such as email, social media, live chat, text, etc, but this couldn't be further from the truth. There's a large portion of the population who still want human interaction over the phone. In fact, the more complex the issue, the more necessary the requirement for voice interaction. BOOM.

2. Call center agent roles are easy jobs

  • Another assumption that's far from the truth; call center agents' days are filled with stress, sales demands, frustrated customers, managers, and long hours. Aside from all this, the learning curve at a call center can be pretty intimidating. There's new technology, a new industry, new rules to follow, lead generation guidelines, a sales process, call scripts, and much more.  While some employees may be able to jump right in the first week or two, others may take a month to train before they feel comfortable dialing or fielding inbound calls. 

3. Robots/ computers will replace customer service reps

  • First of all, technology's purpose is to assist and enhance, not replace. Technology makes our lives easier! Customer service plays a key role in business, and not to mention, call center agents' roles. Robots are cool, but they're certainly not taking over anyone's role in the call center anytime soon. Check out a couple more call center myths busted here. 

4. Only Large Businesses Benefit 

  • Because the investment is large, businesses assume it's only a practical investment for those companies with the funds to supply it. Nowadays, you simply need agents with headsets and Internet connection to run a call center. Your agents can be remote and be just as successful as those large businesses. You simply need to find the solution that fits your needs, with the price tag to match. Shopping around is encouraged! 

5. It's a One-Size Fits All Solution

  • While some systems may function this way, there are a few available that are completely customizable to what your business needs. It may take a decent amount of research, product demos and lots of phone calls to find them, but they definitely exist. Finding a solution that is suited for your business can be a challenge, but it's one that is worth spending the time on. You won't regret it!

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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