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Call Centers and Technology Bring Big Boost to Bottom Line

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June 07, 2012

Call Centers and Technology Bring Big Boost to Bottom Line

By Steve Anderson, Contributing TMCnet Writer


In an economic picture like the one that's currently in play, any measure to put a healthy punch in the bottom line must be considered. What many businesses are coming to realize, and what some have yet to, is that the call center may be one of the best ways to provide improvements in sales and revenue generation via some very basic, but easy to overlook, principles.


Call center software, like that of Syntellect (News - Alert), can go a long way toward putting punch in the bottom line by improving sales, and improving customer relations, which in turn can further improve sales. Putting time and investment into a call center environment can pay substantial dividends by reaching the customer at their most critical point.

Investing in the call center increases the likelihood that the caller will reach the most appropriate rep to solve their problems on the first try, which in turn increases the caller's satisfaction, and in turn, their likelihood of maintaining their current relationship or increasing the amount they put into that relationship. If a caller is on hold, then reaches a rep who puts them on hold a second time, or even a third, in a bid to find help, the chances that said caller will simply abandon the call increase. Once that happens, the caller will likely also consider alternatives, which tends not to end well for the business' bottom line.

Basic tools can ensure the least chance that this happens. An IVR menu, for example, may not be welcomed by callers but it does help ensure that callers reach the reps best equipped to help them. Call recorders help ensure that customer service personnel are actively following best principles and, where needed, identifies areas where customer service staffers could use some extra help and training.

Making improvements to the call center environment, bringing in better tools like the Syntellect line, and making sure employee morale in the call center stays high will help ensure the best possible results, and help put an all-important jump in that bottom line. With potential improvement afoot by such a small part of the overall operation--small but important--it behooves us all to pay careful attention to the call center.




Edited by Juliana Kenny







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