Mike Andes argues that $100-400 monthly software subscriptions for call centers aren't a cost but an investment. AI tools like call transcription and screen-recording boost agent efficiency by 50-70%, potentially saving a $30,000 payroll by $10,000 monthly. Skipping them forces companies to hire twice as many agents instead.
people are tripping over $100 or $200 per month in software costs. He's over here wondering, should I spend an extra 5% to make them more efficient? I'm over here spending $300 to $400 per month because I realize that software, if it can make my agents 50, 60, 70% more efficient because I have every single phone call being transcribed by AI, it's giving them coaching after every single call, it's sending reports to their managers, it's automatically screen recording everything they're doing to make sure that every single second is efficient. I look at that sometimes and I'm like, that's all of my profit. Also, if I didn't have those things, I would likely have to hire twice as many people and I would have a huge negative profit. And so many times the things that you are trying to skimp and save on is the exact thing that if you just made these an investment, it would allow your team to be not just 5%, 10%, 20% more efficient. It would allow them to be 50%, a double, a triple. If you can make your team that you are spending $30,000 a month in payroll, if you can make them 30% more efficient, which by the way is the average for P2P, pay for performance. That'd be $10,000 of saved wages if you can make them 30% more efficient. And people are tripping over $100 or $200 per month in software costs.
