According to Gartner, 45% of contact centres rely on legacy tech and avoid implementing a new solution.

It seems odd, but many call centres still use traditional landline technology. Outdated handsets, slow call times, unreliable lines, and inflexible software are standard features in the average contact centre.

It may tempting to ask, what’s the problem? Surely, if the tech has been suitable until now, there is no need to replace it, right?

The problem is that relying on antiquated tech poses a few risks to even the best call centres.

The most obvious is the chance of outages. In 2023, BT’s outdated infrastructure went down, causing 999 to miss 11,500 calls over a single weekend. While most call centres aren’t life or death, a single outage can cause significant damage to a company’s reputation and have financial consequences.

Outdated tech can also cause companies to fall behind their competitors. AI-powered technology can significantly reduce call time and, as such, the wait time for other customers. Given the average customer thinks 2 minutes or more is too long to wait, they will be tempted to move to a competitor with better customer service.

Similarly, new technology can improve in-house functionality. AI tech can shorten operators’ wrap-up time by automating their post-call work. This leads to more time spent on calls, ultimately decreasing operational costs.

More specifically, in the UK, the BT switch-off will occur in 2025. BT will turn off all traditional or “non-digital” telephone lines, leaving contact centres relying on outdated tech unable to take calls.

So, with all the reasons to update, why do so many contact centres rely on legacy tech?

It’s the sales process

The Complicated Sales Process

Contact centres need the right technology. However, finding the right solution isn’t as simple as going to the nearest supplier or chasing the cheapest deal. The solution must fit with a company’s culture, align with its goals, and meet the needs of its industry.

Implementing the wrong technology can be as damaging as not updating everything. Nike lost over $500 million by replacing customer service technology with a solution that didn’t work for them. Ultimately, the wrong solution can do more harm than good and put you back at square one.

But finding the right solution takes work. The contact centre software market was valued at £33 billion in 2023. There are plenty of solutions out there and plenty of enterprising salespeople, too.

A simple request for more information can leave senior employees flooded with sales decks, proposals, and call requests. It’s easy to get overwhelmed and lose track of what you need.

Not to mention, the influx of AI solutions only complicates things further.

Wading through the tech market while handling full-time responsibilities sometimes feels impossible. Many senior employers are torn between their daily tasks and sifting through proposals. As a result, many simply choose to stick with the tech they have despite the many drawbacks of relying on legacy systems.

But there is another way.

Darwin

At Darwin, we aim to remove the pain from the buying process. We meet with end users at a contact centre and discover precisely what they need.

After this, we will create a bespoke proposal request and contact our vetted network suppliers to find the right offer for you. We will also sit through discovery calls, negotiations, and demos so senior employees can focus on what matters to them.

Once we have a shortlist, we create simple and easy-to-understand guides of what offers are on the table and the benefits of each.We’ll even help you negotiate the best offer you can be sure you’re not overpaying.

If you’re interested in having a chat about what upgrades are available to you or would like to implement a new tech solution, please get in contact at declanmckee@darwin-tech.com or give us a call at 020 8137 3637 | ext. 1001