For most call centers, exceptional customer experience is one of their primary goals, whether they’re focused on outbound or inbound calls. Depending on the needs of the organization, they can employ various technologies, ranging from simple to sophisticated. In this guide, we’ve outlined some integral pieces of technology that you should consider using, as they can enable your business to provide a greater level of service while utilizing your resources more efficiently.
1. Predictive dialer
Predictive dialers have become a common fixture in the call center business, and for a good reason: it boasts features that allow operations to be more efficient and productive. From automated dialing that saves agents the time and hassle of manually inputting numbers to supporting compliance, having a predictive dialing solution can help your business function at a much higher level.
2. Computer telephony integration (CTI (News - Alert))
As its name implies, CTI, or computer telephony integration, enables telephone systems and computers to interact with each other. Call centers that implement CTI are generally at an advantage, as it allows them to manage calls using computers, which increases efficiency and leads to better results. Whenever agents who use CTI receive notifications, a window will be displayed that shows the account information of the caller. As a result, it saves all parties involved time since it gives the agents all the information required to resolve the issue.
3. Recording systems
Most call centers today have a recording system for capturing intersections with customers. After all, it enables them to review the call and check for opportunities for improvement. Moreover, they can be real-time or historical, allowing supervisors to intercept calls that aren’t going well and use the insight from the recording to provide effective coaching. Thus, it’s an invaluable tool that no call center should ever be without.
4. Interactive Voice Response (IVR)
IVRs are automated phone systems that allow callers to immediately gain access to the information needed without talking to a live person. Callers are able to help themselves by inputting information through voice commands or through touch-tone keypads. Every IVR will have a different level of speech recognition. However, many of the well-known software solutions will have data and grammar to recognize various dialects and boast expansive vocabularies. Furthermore, they operate on strategically developed call flows, undergoing continuous adjustments and changes based on previous interactions.
5. Voice biometrics
Technology has become so advanced in this day and age that one of the most reliable ways to authenticate the identity of people is through their voices, as they’re generally unique to every individual. With the right voice biometric solution, organizations can prevent fraudulent activities and spend more time on key priorities.
Conclusion
Technology drives most modern businesses, and call centers are no exception. Not only do they allow them to operate as optimally as possible, but they also help them maintain a consistently high level of productivity while keeping costs low, leading to greater revenue. Therefore, if you want your call center to succeed, you need to invest in the technologies you require.
