Call Centre Technologies That Improve Customer Experience

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.

Cloud-based call centres are scalable. Businesses can pay for what they use and nothing more. If a business grows, they can expand the services they use. If it shrinks, they can move down a tier with ease.

5. Other Software

To improve your business and its operations, you and each of your agents and managers will need to install or pay for each of the following software types:

–         Call centre software: You should invest in call centre software. Depending on your needs, call centre software can offer IVR, call routing, call monitoring, and other core call centre functionality. Keep in mind that training, ease of use, and customer service all vary considerably by the vendor.

–         Security software: Security software is essential. Everyone will need a virus and spyware protection software and a working firewall.

–         Miscellaneous software: Certain software categories are only necessary for certain types of call centres.

Whatever type of centre you’re starting or currently running, you need an internal communication tool. Many call centre software, CRM, and help desk software tools have this capability built-in. If yours doesn’t (or the included tool isn’t up to snuff), message me directly for some solutions to consider that would work best for your type of business.

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