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Jun 21

Call Center Solutions Face a Developer Crisis – But There is a Solution

Reading Time: 4 mins

Call centers require constant upgrades of their software to improve their efficiency and employee productivity. This could mean adding new features and technology. The whole process takes a huge amount of time and money; meanwhile, the average salary of an IT expert in the US is $100,000 per year!

Finding a good developer is not a cakewalk either. The demand for talented developers is much more than the supply, and 83% of CEOs struggle to find the right person. But, what if there was a way to reduce all those costs and save time?

Businesses are born out of demand and the same is the case with no-code tools. No code tools are the best way to provide call center solutions because they require minimal effort and no prior technical knowledge.

In this article, we’ll look at why that’s the case.

What is No-Code Development?

No-code development is a tool to build customer experience processes without composing a line of code. It is a blessing for non-technical users since it allows them to design new features in their call center software with minimal effort.

No-code works like a visual mediator among end-users and programming platforms. Users can install prebuilt process “blocks” which have the functionality built into them already.

This way, business owners can quickly adjust the processes according to their needs and create convenience for their employees and customers.

Features of No-Code Tech

Here are the main features of no-code tech:

  • Drag And Drop Interface

All the top-notch no-code platforms have drag and drop abilities. It is one of the best features of no-code tools, making them super easy to use, and that’s why they got so much recognition in a short time.

With its help, you just have to drag and drop your desired function, and you will be able to create any highly specific customer service flow.

  • Visual Modelling

Visual models and methods are the fastest and easiest way of making apps. The good news? No-code provides you with all the built-in components with an intuitive visual interface that anyone can read and understand. With its visual modelling capabilities, you can make a killer customer service offering with little to no assistance from professional developers.

  • Reusability

Furthermore, these platforms contain pre-configured and newly-developed models to help you in this regard. You can reuse the models of no-code to develop multiple applications.

Top 3 Reasons to Use No-Code

Here’s how businesses benefit from no-code, and how you can too.

#1 Lower IT Costs

It should come as no surprise that hiring good software development talent is costly. However, by using no-code, you can reduce that cost by more than 80% which is pretty great.

You can create customised call flows according to your needs so you won’t need to waste your time and money on hiring and onboarding an IT expert.

#2 Better Business Agility

Building an app with no code is a quick and hassle-free process. It’s as simple as drawing your ideal process on a whiteboard, honing it, and then creating it in the exact same visual  way within a no-code interface.

#3 Easily Changeable

It may take months to update any specific customer service process, no matter how small. If you need any changes, it will cost you even more money and time. However, no-code platforms make it extremely simple to build, iterate and evolve.

What Can You Build With No-Code?

No-code platforms help you convert your ideas into reality in a hassle free process.

This tech is already empowering contact centers to think more creatively about the services that they want to offer, and to get truly ambitious when it comes to outperforming their rivals.

Some of the key processes that no-code users build include:

  • Personalized routing

  • Automated self-service

  • Configurable IVR flows

  • Modular conversational AI deployments

  • Call list compilation and dialing

Is There Any Drawback to Using No Code?

There can be drawbacks to using no-code tools, depending on the vendor.

For example, some no-code call center solutions expect clients to migrate data, potentially making your data insecure. If the source providing you with a no-code platform suffers from a security breach, it will make your data vulnerable. To avoid this, your best bet is to filter for vendors with a “just in time, need to know” approach to handling data. That means no migration, and no storage – so virtually no risk.

Another risk is that the solution will boast a lot of features “under the hood” which don’t hold up in practice. True no-code platforms give you the power of a developer, but some systems really only have “settings” with highly limited customization.

Conclusion

No-code development tools are fast and hassle free. You can take your business to the next level by making call and process flows with minimal effort.

However, you should always buy no-code tech from a reputable company to avoid any issues later on. Make sure that the provider offers a complete set of call center solutions that you can integrate whenever you want.

Disclaimer: MoneyMagpie is not a licensed financial advisor and therefore information found here including opinions, commentary, suggestions or strategies are for informational, entertainment or educational purposes only. This should not be considered as financial advice. Anyone thinking of investing should conduct their own due diligence. 

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