Call center solutions come in a variety of forms. From the best VoIP to campaign management software, there are many different ways that you can improve your business. If you are interested in learning more about how to improve your call center, keep reading below. There, we have listed the best call center solutions that technology can provide.
Computer Telephony Integrations
Computer telephone integration, or CTI, is a call center technology solution that is a must in the modern age. CTI optimizes computers and telephone systems in order to allow them to interact together in the most efficient manner. Once your call center makes use of CTI, you can use computers to manage all aspects of every phone call. This will greatly improve efficiency at your call center. It may also help you make use of big data analysis to improve call results. This is one call center solution that you should definitely prioritize.
Call Recording Systems
The first call center solution is call recording. This is a popular method of quality control for many call centers, and it certainly works. Employees are more likely to follow company protocol with a recording system in the mix. Additionally, you will have a log of transcripts to review should any complaints arise. This is a simple tech solution that can work for any call center, so be sure to consider it the next time you are looking for ways to improve your business.
Another, more advanced, solution is voice biometrics. If your call center deals in sensitive or protected information, such as credit card numbers or medical records, this could be a great addition to your business. Voice biometric technology allows you to confirm a caller’s identity without security questions or private information. Instead, the software analyzes the person’s voice and compares it to previous recording to ensure that it is the same person. This is certainly one of the most effective customer retention strategies you could use. If you want to increase security for your clients, this call center solution is the one for you.
Campaign management software is a great way to keep track of your call projects. With a variety of software programs to choose from, you can surely find one that fits all of your needs. This gives you the power to control your marketing content all the way through to distribution. If you make a lot of promotional calls, this software could be the key to improving your business model. After considering the cloud vs on premise benefits, implement a campaign management system for your call center.
Interactive Voice Response
Interactive Voice Response (IVR) is a type of telemarketing technology that allows computers to communicate with humans through the use of voice and DTMF tones input via keypad. This type of application can do wonders for your call center by freeing up your human employees. By allowing computers to take care of more frequently asked questions, your workers will be able to use their time more efficiently. If you receive a lot of calls that have simple responses, consider using an IVR program.
Predictive dialing is another great use of technology for call centers. This type of program will generate calls from a list of numbers and skip out on disconnected or straight-to-voicemail results, leaving your employee only with the numbers that are sure to answer. This is a significant time saver. It can help to increase your volume of successful calls and save your employees from the frustration of voicemail.
If you are looking for quality call center solutions for your business, you should consider one of these types of applications. Call recording, VoIP telephone and predictive dialing are proven methods of success when it comes to improving your business. For technology that works in your favor, consider one of these many call center solutions.
Image from http://www.bettercallcenters.com/best-inbound-contact-center-software/