Varolii White Paper Examines the Benefits of Automated Communications Within the Call Center

By Susan J. Campbell, TMCnet Contributing Editor

Call centers are forever focused on driving effective communications as a failure to do so is directly reflected in the bottom line. To drive this efficiency, a number of different companies will turn to automated communications as inbound calls cost money when handled in a completely manual process. In addition to the benefits of greater efficiency, automated communications can also boost agent productivity and reduce the volume of inbound calls.

In a new white paper, Cost Effective Contact Center Communications: Improve Operational Efficiency, Reduce Inbound Calls, Build Customer Satisfaction, Varolii Corporation (News - Alert), an on-demand communication software and services provider, offers keen insight into the efficiency and productivity gains in the use of automated communications within the call center.

Automated solutions help to deliver this higher efficiency as they enable a high degree of customer interaction with minimal resource use as customers can access self-serve options. Call centers can effectively reduce the number of inbound calls and improve other operational areas new technology allows for the customization of customer calls. The customer experience is just as important as driving efficiency and call centers must make both a priority.

In the call center, automated communication solutions not only deliver efficiently, they also offer a number of other operational gains. Automated solutions deliver a reduction in inbound calls and scalability with low marginal cost per call. Automated customer communications help to provide quality service across the customer lifecycle. These solutions help to augment operations in welcome calls; greater productivity of resources; clear indicators of consumer acceptance; significantly reduced costs and improved customer experiences.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Marisa Torrieri

(source: http://www.tmcnet.com/usubmit/2010/03/08/4662571.htm)

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