What Technologies Do Call Centers Use?

When we say customer experience, we mean that it is a mix of beliefs and thoughts of a customer about a particular business – the way how they perceive a particular brand or products, and how their services and delivery is provided, just to name a few. It is a total package of what a customer has to say for a business.

But how can your business fulfill a unified or exemplary customer experience? Well, you must evolve your business at the customer’s pace. And to do this, you must have a flexible phone system that continuously adapts to changing behaviors or expectations of customers.

Now, let’s take a look at the call center technologies that you can use to enhance your customer experience.

Interactive Voice Response (IVR)

Interactive Voice Response or simply known as IVR is an automated phone system that allows your customers to interact with computers in the event of a phone call. Depending on the customized keypress made by the caller, the call will be routed to the right person or department without human intervention.

In the earlier years of the traditional phone system, it was common to see communication done through phone calls. Complaints, inquiries, purchases, or any other customer concerns were settled through a traditional phone conversation. There is nothing wrong about it. However, this type of communication requires a team of individuals that will serve as receptionists who greet callers and resolve their issues.

Nowadays, with the emergence of IVR service, there is no need for this kind of traditional communication. Aside from the fact that IVR provides an efficient and effective way of service to your customers, it also significantly saves your business’ time and money. A win-win situation.

Blended Call Flow

When we talk about blended call flow, it combines the outgoing and incoming calls to enhance call center experience.

Let’s admit it, not all call center agents are experts in handling both outbound and inbound calling. And that is the reason why blended call centers can effectively perform both of these call center actions while providing those skilled agents to concentrate on what they excel.

This type of technology, when adapted in a call center scenario, will make it more efficient and valuable to businesses that are searching for an all-in-one solution.

Outreach by Text Messaging

This type of technology allows call center individuals to answer their customer’s queries. It also provides them the ability to push out important details via text messages directly to their customers’ mobile devices.

As a sort of example, hospital patients can easily text specific numbers or phrases to decide for particular appointments – whether to accept or change it. This provides a significant amount of time being saved and also gives more flexibility to their customers. At the end of the day, it results in improved customer experience.

Cloud-Based Call Center

When we talk about cloud-based call centers, this type of technology allows call centers to employ agents remotely. Thus, allowing them to hire the best agents across the globe.

In this case, all they need is a laptop, a noise-canceling headset, and of course, a stable Internet connection and off they can get to work.

Scalability is one of the advantages that cloud-based call centers have. Only services you use should be paid and that’s it. They can scale up if their businesses grow, and they can scale down if their businesses shrink.

Enterprise Predictive Dialer

What is an enterprise dialer? It is a cloud software that automatically dials from the listed numbers and transmitted calls only with a recognizable human voice. Those numbers that were detected to be busy, unanswered, or suddenly disconnected are shortlisted and are dialed again in some other time.

There is a confusion between an auto dialer and a predictive dialer. To make it clearer to you, an auto dialer is also a way of connecting with your customers or clients. As the name goes, it automatically dials a number from a predefined list. On the other hand, a predictive dialer is considered as an advanced auto dialer because it automatically sorts out dead phone numbers, voicemail, and busy lines.

Multichannel

As digital communication becomes the most common way of interacting with clients, customers, or prospects, there is no better option for a call center than the multichannel technology. This trend allows you to interact with your target audience using techniques such as texting, live chat, webchat, phone, fax, video, social media, and so on. And as a matter of fact, there are more customer service engagements nowadays than before that are attributed to these different communication channels other than a mobile phone.

Near Shore Outsourcing

When choosing the services from an outsourcing call center, there are different things to be considered such as the language barrier, different time zones, cultural differences, and demographic location. These are the important factors that are highlighted during the outsourcing process.

Today, most organizations prefer to work with outsourcing call centers that are located near shore, although they are a bit expensive. It is not the price or rate that counts, but the ability to get the right services from the right contact center and in the right place is considered as the right choice.

Business Intelligence

The term “Business Intelligence” directly refers to the applications, technologies, and practices in collecting, integrating, analyzing, and presenting business ideas and information. The main purpose of business intelligence is to support better decision-making matters in a business.

To elaborate on the importance of business intelligence in a business, discussing the significance of this technology would be a great idea. Business intelligence provides the current, historical, and predictive views of business operations. It utilizes data that were smartly gathered into a data warehouse, and sometimes from operational data.

Furthermore, it involves data analytics and business systems that provide end-users access to the business’ information without any IT involvement. This only means that end-users can work more with data even if they don’t have the necessary technical skills.

Remote Work

We can’t deny the fact that working from home, especially in this kind of situation we are currently facing, is now becoming a huge trend all over the world. We are not merely talking about freelancers but those full-time staff as well who work from their home office set-up.

We can observe that the popularity of a trend to seek remote agents in call centers is increasing.

Final Words

To sum it up, call centers are continuously upgrading their telecommunication system to provide better customer experience. If this seems overwhelming for you, don’t hesitate to get in touch with reliable communication solution providers such as Telnum to have a better idea of how our current communication technology can help you in enhancing your business.

 

 

 

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