Call centers are taking up and adopting different technologies so as to gain a competitive advantage over the other players in the industry. The technologies that they adopt are according to their work functions that they perform the clients that they serve and the place where they are located.
Some of the technologies in call center are:
1.CRM or customer relationship management: This is helpful to maintain a database of the customers and the services that they require. Thus it enables the call centers to provide tailored services to their customers and retain them as loyal. It is also helpful in maintaining the data regarding the type of services requests, the related issues and how these issues were resolved. This helps the call center employees to check the nature of the work and improve on it so as to provide better service to their customers next time.
2.System to record calls: So that all the interaction between the client and the employee is recorded and processed further.
3.Automatic call dialers or distributors: Is required by both the inbound and out bound call centers to handle all the incoming calls, direct them to the destinations where they are required to be handled and process the calls.
4.Campaign Management System (CMS): This is required so that the person knows to whom he/she should contact.
5.Computer Telephony Interchange (CTI): Presents all the information about the customer account on the desktop of the executive thus saving time which can be utilized by the executive in giving prompt response to the customer.
6.Interactive Voice Response System (IVS): Manages the handling of incoming calls. The speech recognition system facilitates the customer to interact with interactive voice response by speaking. The software helps the companies to cut costs and is especially beneficial to the banking, insurance and credit cards companies.
There are other software as well like the workforce management software and quality control software. While the workforce management software records the total calls, e-mails and other inquiries received by the call center the quality management software provides for the benchmarks and the comparison of the executives with these benchmarks so as to improve their performance.
Where the former is beneficial for the call center to manage the workforce and decide the number of executives needed, the training that has to be given to them, and all the issues related to the workforce management, the latter is used to find out how well the executive is performing according to the policies and procedures and what else can be done to improve their performance.
The technologies are important so that the call centers provide better services to their customers. But the important thing is to select, implement and upgrade the right one.
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