20 Must Have Technologies to Provide Amazing Call Centre Services
Offering outstanding customer service is an integral part of call centres, regardless of whether they are focused on inbound calls, outbound calls, chats, or social media communications.
Technologies can serve the various needs of the organization and can play an integral part in the performance of the call centres.
We have quoted some of the technologies to provide awesome call centre experiences. These technologies may help you to reinvent your call centre services. So, check out the technologies listed below:
1. Computer Telephony Integration (CTI)
CTI is a technology that powers PC and telephone systems to communicate together. CTI implemented call centres uses computers to deal with all phone calls; which can contribute to increased productivity and better outcomes.
Using this system when agents receive an incoming call, they get a pop-up screen on their computer screens displaying all the account information of the caller.
This, in turn, will save the time of both the agent and the caller, as the agent gets all the necessary details of the caller needed to lead the call and solve the issue.
2. Automatic Call Back
This feature enables callers to choose the call-back option, with the goal that they don’t have to hold up in a line on the telephone. Rather, the caller can continue what they were doing and the operator will get back to the caller as quickly as possible.
3. Automatic Call Distributor (ACD)
It is a telephone system that receives, answers, and directs incoming calls to the agent that is more suitable to deal with the caller’s need.
Knowing where to route incoming calls before they are addressed is a great help for organizations which receives a huge volume of calls. ACDs enable organizations to address client issues all the more effective.
4. Universal Queuing
The objective of Universal queuing is to pool all clients on hold into a single waiting queue, despite the way client contacts your business via telephone, email, social media, chats etc. Having one inclusive line of clients brings increased efficiency and consistency for the client.
5. Interactive Voice Response (IVR)
IVR is a computerized telephone system that enables incoming callers to get the data they require without talking to an agent. Callers can help themselves by entering data via a touch-tone keypad or talking into the telephone.
Various kinds of IVRs have different levels of natural language based speech recognition system. Speech recognition systems in the IVRs have grammars and information to recognize different accents and vocabularies.
It works on a strategically created call flow and undergoes constant tuning in light of client interaction with the IVR.
6. Interactive Video (IV)
Organizations can utilize IV technology to play recordings for ads, promotions or entertainment while callers are being put on hold.
7. Voice Biometrics
Voice has turned out to be a dependable method to validate an individual’s personality since it is unique for every person. Voice biometrics software is essential for companies to prevent fraud and saving money and time.
As the system helps in reducing fraud attacks, agents can invest their energy concentrating on clients but not on fraudsters.
8. Predictive Dialers
Predictive dialers dial automatically from a list of telephone numbers. Eventually, this will save the agent’s time as the dialer will identify busy numbers, voice mail messages, disconnected numbers and when there is no answer.
The predictive dialers can be applied to various channels such as mobile, email, chat, social media and text. It understands a customer’s choice of channel and conveys the interaction straight away to an agent upon the appropriate answer.
It can likewise be utilized to convey proactive effort on account of a crisis or to educate a client on where their case is at in the line.
9. Call Recording Systems
Call centres use call recording systems to track all client interactions. This is useful when an operator or a director need to audit what occurred on a call.
Advanced recording systems can record both calls and associated interaction with the call like messages or chat sessions.
Call recording can be done in real time or verifiable, permitting a call centre manager to capture an off-call or strange call and give spot training.
10. Text Analytics
It is an application used for analyzing text from customer service interactions. These kinds of applications mine information from text, helping companies to extract valuable information from a huge volume of text-based interactions with the clients.
See how a hospitality firm is already making use of this technology to improve their customer service.
11. Speech Analytics
Speech Analytics application is used to screen interactions with the customers to identify their needs. Speech analytics can possibly recognize cost savings and cost-cutting options, identify new ideas for improved products, cross-selling opportunities and decide the effectiveness of the marketing promotions.
Speech analytics can likewise identify competitive situations and the reasons why clients close their accounts.
12. Email Response Management (ERM)
ERM software automatically handles emails as per client characterized rules. This software is utilized by numerous call centres to manage their large volumes of email messages and in tracking and recording the status of each email and follow-up emails.
Based on the responses from the past, ERM also sends automated responses to incoming emails.
CRM software provides agent the complete information of the clients that are needed to solve the clients’ needs as fast as could be expected under the circumstances.
Agents can also use the application to record client communications that can be used later if the client needs more help later on. This application helps agents to resolve client issues effectively.
CRM software provides visibility into client interactions within an organization, also helps with case and issue management which includes routing client’s issues or cases through inside process and keeping the client advised throughout the whole case life cycle.
14. Administration Console
It is an application that helps a customer service agent to easily manage a server.
15. Campaign Management System (CMS)
CMS is most useful for the outbound call centres. It provides the agent a contact list and other information needed to make calls to the appropriate clients.
16. Workforce Management (WFM)
WFM is used to estimate the volume of the client interactions, regardless of whether they are by telephone, email, or text.
Call centre managers can use the details to employ the ideal number of agents to guarantee client interactions meet specific service standards.
WFM often works with other workforce optimization solutions to provide the tools to support call centre agents.
17. Quality Management (QM)
QM applications provide the call centre managers an insight of the performance of the agents with the goal to identify any area of weakness.
Also, managers can use the system to guarantee that agents are adhering to internal policies and procedures. For instance, if an agent is not taking his/her break at the booked time, it could balance staff to client request levels.
A better understanding of how agents adhere to workload balance, scheduling, and training, helps in creating a more efficient customer care centre.
18. Rich Presence Technology (RPT)
It is an application that finds and identifies a computing device when the client connects to the network. It is an advanced form of presence technology that enables clients to realize another client is connected, as well as to see to some degree what they are doing.
RPT is widely used in call centre’s online chat support.
19. TDM & IP
Time Division Multiplexing (TDM) sends call centre interactions and segments into various data streams and then placing them in a single signal.
Internet Protocol (IP) has replaced TDM as the essential mechanism for sending call centre transactions. IP offers easy access and value-added services, for example, messaging, video calling, and making calls specifically from websites and all these can be achieved through a cost-effective network.
20. Session Initiation Protocol (SIP)
This application is frequently used as a part of call centres in association with IP technology. SIP determines the end framework to be used for the session, the desired communication media and parameters, and the called individual’s desire to take part in the communication.
Once these are guaranteed, SIP builds up call parameters at both end of the correspondence and manage call transfers and termination. SIP permits clients and virtual call centre agents to easily connect with the call centre from any place.
How do technology impacts call centre performance?
Nowadays, customers are more aware of the current marketing trends and take their own buying decisions. When the customers call to inquire about your products, a poor customer service can be a reason for the customers to choose your competitor.
To avoid such situations, you need to enhance your customer service and for that, you need the help of the above-said technologies to achieve that.
We hope that with these technologies, you will be able to set up your organization for long-term achievements.