Setting up a call centre gives you a competitive advantage and helps you deliver a great customer experience. But what kind of technology/software do you need for a call centre? There are lots of solutions on the market, so making the right choice is challenging.
Customer experience software and hardware help call centre agents answer questions more easily, improve their own service over time, and better serve the caller’s needs overall – which is why it is important to use the right kind of software for your call centre business.
Here are 5 technologies call centres need to provide the best customer experience:
1. Interactive Voice Response (IVR)
Interactive voice response is an automated customer service system that presents different menus and uses pre-recorded responses to guide the caller towards the information they’re searching for.
IVR allows businesses to create their greetings, menu options, and routing procedures to hand the customer over to the right call centre agent.
This allows customers to pay bills, request information, and get a human on the phone quickly and easily.
2. Blended Call Flows
Blended call flows combine outbound and inbound calling to optimize call centres. Call centre agents are rarely excellent at both inbound and outbound calling.
For that reason, blended call centres can perform both functions while allowing skilled agents to focus on what they’re best at. Of course, if an agent is good at both, they can seamlessly switch between each task without a loss in productivity.
This type of call centre technology makes call centres very attractive and valuable to businesses looking for an all-in-one solution.
3. Outreach by Omni-channel communications
In my previous articles, I have touched on Omni-channel communication wherein customer services – businesses can reach out to customers using various communication channels such as SMS, Social Media, Live Chats, Chatbots or Emails.
4. Cloud-Based Call Centre
A cloud-based call centre can employ agents remotely, allowing businesses to hire the best talent from anywhere in the world. All they need is a laptop, an internet connection, and a headset and they can get to work.