Centers come is all sizes and capabilities. The one common important
attribute of any call center is how effectively does it handle customers
with a positive conclusion for the customer. One may deduce that any
positive result only happens if its fast and efficient. So, in essence a
good inbound call center needs technology that allows the tech support or
customer service agent to have all the information and tools that they
need to quickly ascertain and then resolve the customer's issue to a
Over the last few years one advanced feature that some companies' desire is the ability for a customer to forego waiting on the phone and opt for a programmed automatic call back.
The Automatic Call Back feature which some ACDs offer allow callers to select a call back without loosing their position in the queue. This automated virtual queue feature has proven to be well liked by customers who dislike having to be tied to the phone for long periods of time. The advantage for the call center is less abandoned calls, repeat attempts, and customer dissatisfaction.
Cloud based call centers have become a viable solution. The cloud enables companies to deploy virtual call centers for better efficiencies because they have flexibility, can easily scale and are relatively easy to deploy. Cloud solutions allow swift changes to grow and contract workforces as market needs demand it. Remote workers can be positioned in different time zones for around the clock services.
Computer Telephony Integration is fundamental to any call center. CTI enables computer and telephone systems to interact together for increased efficiency and superior results. Integration with CRM software packages allows the agent to have instant information about the caller's account and access to that data. Instant screen pops with essential information eliminates wasted time in initial discovery and reduces call times dramatically.
Artificial Intelligence- Businesses are advancing into predictive analytics by using artificial intelligence (AI) applications to make determinations that help streamline call center experiences for both customers and agents. Major technological advancements in call center software are allowing a greater amount of the interaction to become easier which leads to better outcomes.
The cost to acquire new customers averages six to eight times the cost to retain existing customers. A good experience when it matters most, like calling in to solve an issue, could become one defining metric that will attract greater resources.
ACD (Automatic Call Distribution or Distributor) manages calls in a process based on the number called and specific instructions that are predefined in the ACD software. ACDs are part of a computer telephony integration (CTI) system. Working with other parts, including an IVR (Interactive Voice Response) calls are routed to the correct party from various queues. An ACD collects usage statistics or analytics that can be used in reports to identify ways to improve call handling for more probability.