Benefits of new technologies

New technologies bring such benefits as:

  • Reduced Call Times 
  • Better Customer Service 
  • Collection of Real-Time Data to Aid in CRM Strategies 
  • Increased Sales Conversions 
  • Cost Savings

Let’s see how some new call center technology tools benefit businesses:

  • Predictive Dialing

Predictive dialing increases agent productivity and efficiency by using preset algorithms to determine when an agent will be free and then dials the next number the moment the agent is wrapping up his or her current call. A predictive dialer can also choose a number, dial it, listen to busy signals, encounter wrong numbers, detect answering machines and leave messages.

  • Skill-Based Routing

This technology increases customer satisfaction by placing them in touch with the most appropriate agent to answer their questions quickly, rather than simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor (ACD) systems encountered in most call centres. The need for skills based routing has appeared as call centers developed and dealt with a wider variety of call types. Skill-based routing automatically matches call inquiries with the most suitably trained agent based on topic subject, service level, agent aptitude and agent availability and workload.

  • IVR (Interactive Voice Response)

IVR is used to service high call volumes, reduce cost and improve the customer experience. The system lets users preroute calls to the agents best-equipped to handle their inquiries. It also offers the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose an automated service, or request a callback.

  • Screen Pop

Screen Pop is used to display information about a call that has just been sent to the call center agent. Such information as Caller Line Identification (CLI), Automatic Number Identification (CNI), Dialed Number Identification (DNI) is automatically retrieved and "popped" to an agent as soon as the call arrives. Screen Pop allows an agent to greet a caller by name and to view the caller's location, past sales and returns, product and service preferences and other important data.

  • VoIP

Voice over Internet Protocol (VoIP) allows conference calling, call forwarding, automatic redial, and caller ID; zero- or near-zero-cost features. VoIP brings such benefits as lower calling costs, simplified computer-telephony integration, easier call center management, lower infrastructure expenses and Web compatibility.

  • Noise-Cancelling Headsets

Noise-Cancelling Headsets reduce unwanted ambient by means of active noise control (ANC). Even though Noise-Cancelling Headsets are more expensive than their standard counterparts, businesses recuperate the cost through improved agent morale (which slows workforce turnover) and enhanced caller satisfaction.

 

Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

What are common call center solutions?

How to decrease turnover rates?

Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

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