What Do You Get Out of Call Center Technologies?
Each technology would have particular benefits, depending on which part of the operations it’s applied and how it’s used. However, you’d find that the technologies, in general, come with the following advantages:
More satisfied customers with the call More streamlined and more automated business processes Increased productivity of the team as a whole Improved sales numbers Decreased costs of operation Increased business growth rate
Depending on your processes and the current performance of your team, the technologies that will deliver these results will differ. That’s why you should know about them so you can select which would be the best fit for you.
5 Technologies to Look Into Right Now
1. Predictive Dialers
Punching numbers may be easy, but it will never be as efficient as having a predictive dialer do the heavy lifting. Designed to maximize results by minimizing the time that your agents aren’t with a potential customer, Voiso intelligent outbound dialer dials numbers simultaneously. This tech is very useful, particularly if you rely on cold calls to land sales. By allowing you to customize settings and adjust various parameters, you can get in touch with as many people as possible while also reducing abandonment rates. Plus, it reduces the odds of human error. As the technology would be doing the dialing, you’re sure you’re always getting in touch with the intended receiver.
2. Call Recording and Real-Time Transcription
Is your call center dealing with customer support? If you want to measure your customer service effectiveness, you need to have information on your side. To be able to address and revisit any issue that the callers may have, having a record is important. That’s why if you’re in the call center business area, you should strongly consider looking into call recording and real-time transcription. In the past, agents were left with the task of taking notes. But as they’re also dealing with a potentially agitated caller, they may be unable to take note of everything. With this technology, Voice information would automatically be translated into text, so it’s easier to get back to them later. With this advantage on their side, agents could completely focus on addressing customer concerns.
3. Virtual Numbers
Are you reaching out to people beyond your office’s location? Perhaps you want to expand to offer services to other countries as well. You’ll need virtual numbers for that. Virtual numbers are numbers created and maintained through the internet. But as far as expanding internationally is concerned, the most important advantage is getting a number from an entirely different location. So, for example, you can get a US number even if you’re in Singapore. If you want to truly explore the possibilities of call center techs, this is something that you should strongly consider getting. All you need is a strong and stable internet connection to get started.
4. Call Analytics
Performance isn’t just a function of productivity. Results matter even more. By having call analytics, you would be able to track various important metrics for your call center. Some of these are call volume, call abandonment rate, and average call length. Should you encounter issues, you’d be able to come up with data-backed solutions that would let you remedy the problem more quickly. For example, if call volume is way up, but customer satisfaction is low, perhaps you need to add more people to the workforce to respond to the increasing load.
5. Automatic Call Distribution
With this technology, you can route calls without a call attendant. It instead follows preset rules that you’ve established. This helps you save money from not needing additional labor while ensuring the agents are always on the line. To reduce call waiting times and better manage call volume fluctuations, you should examine whether this would work for you. Just note that for this technology to work, you need Interactive Voice Response (IVR). It’s an automated answering machine that lets the caller direct themselves to the relevant department to help with their issues.
Which of These Technologies Should You Get for Starters?
It depends! Various factors come into play in determining which will have the most positive impact on your business. This includes:
Your budget The type of call center you have Technologies your competitors use Scalability of technology Reliability of technology
It’s important to invest in tools that augment the capabilities of your workforce. And now, knowing about important call center technologies and how to select which to get, getting the results you want would be a piece of cake!
