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What do you believe contributes to the success of the call center? Is it completely the attitude of its occupants or is it the sheer effort that is put into handling calls? According to this Contactual (News - Alert) blog, experts suggest that the success of the call center is 90 percent human ability and 10 percent technology availability.

The combined results of the two in the call center can help to drive results past 100 percent and the quality of the call center can exceed management expectations. To accomplish this, call center supervisors need to perform a number of tasks that will ensure their agents’ success and professional growth. With the right technology tools in place, supervisors gain the ability to shorten the agents’ learning curves, enhance customer satisfaction and improve the bottom line.

Deciding on the right technology, however, can be a challenge for the call center manager. And, while talk surrounding call center technology focuses on improving service levels; in reality technology should be only viewed as a facilitator. If this technology is leveraged properly, it delivers value to the center. If it is not leveraged properly, the application is really nothing better than the code in which it is written.

Call recording is one technology platform that can deliver exceptional value. When it is only used to record calls, it delivers nothing to the call center. When call recording is used to monitor, assess and provide feedback for improvement, this technology can improve the overall performance of the call center.

Coaching and training is another area that can leverage technology to improve the performance of the call center. Both newer agents and veterans in the industry can benefit from coaching and training via eLearning platforms. When the call center integrates technology platforms to support the delivery of training through feedback and performance initiatives, the organization can benefit from improved agent performance, streamlined operations and lower overall costs.

Call center technology should also allow for escalated calls when it is appropriate. This capability may be the result of an unhappy customer or an issue that an agent is not skilled or equipped to handle. In such cases, calls should be escalated quickly so that problems or issues can quickly be resolved and the customer remains a happy customer.

To truly drive balance and success in the call center, technology needs to be implemented and effectively used. When this happens, success is more likely across the board.