Call Center Management Featured Article
Telecel Makes Call Center Management Easier by Deploying New Call Center Platform
Telecel, a mobile phone network provider in Zimbabwe, has upgraded its call center with Avaya (News - Alert) Aura Call Center (AACC) system delivering advanced features for call center management and customer interaction. AACC system is an intelligent call center system featuring an interactive voice response (IVR) system that facilitates system-generated customer response management and workforce management.
Thanks to the advanced IVR capability, the AACC automates telephone call responses by enabling the caller to indicate the nature of the enquiry so it can be addressed by the appropriate customer care representative. An automated voice prompt will guide them to choose the area their enquiry concerns. After selecting the appropriate option, they will be given recorded information that may assist them or be put through to an appropriate customer care representative.
The IVR feature, according to company officials, will resolve more than 30 percent of customer queries, significantly reducing the need for agents to directly interact with customers. The effective routing of calls should make it easier to get through to the center and eliminate the need for customers to make repeated calls, which currently account for a significant proportion of call center calls.
By offering advanced IVR features the new call center makes call center management easier than before. Customers can choose their preferred language. There will be less holding time. Customer queries will be addressed faster. By pooling customer information, the company provides customers with the right answers quicker than ever before.
The call center which is scheduled to start operations very soon will accommodate up to 90 customer care representatives. The VoIP-based call center can cater future expansion requirements as well. It will have a seating capacity of 110, as opposed to the current call center’s 20 seats.
“We are championing world class service delivery with memorable customer experience,” said Telecel customer operations director Zodwa Chinyenze in a statement. “All our service centers have been upgraded and we are adding more branches, so that we can be nearer to our customers.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Amanda Ciccatelli