Contact centers serve as a critical point of the business process, handling customer queries and resolving issues that impact success. Over the years, the role of the call center has grown in both range and scale. To that end, technology must keep pace.
When it comes to equipment, phone systems are the foundation for success in the contact center. These systems are responsible for routing hundreds or thousands of incoming calls to the right section or specific agent within the contact center. But phone technology doesn’t stop with simple call routing. In her book The Telecom Handbook: Understanding Telephone Systems & Services, author Jane Laino explains different features that impact the efficiency and success of the call center. These include intelligent call routing systems which recognize priority callers and provide even call distribution to agents in different groups, intelligent agent interaction, emergency call recording and intelligent queuing.
It’s not just phone systems that are at the center of technological innovations. Equipment such as phones, headsets, desks and chairs are also important for productivity and to provide quality service to callers. When working to upgrade technology, consider the equipment and hardware that compliment software and phone systems. Computers are also a critical technology asset available to every agent. Computers can be one of the most costly expenditures. At the same time, depending on the use of computers and computer technology integration with call handling, this piece of equipment can also be one of the best long-term investments for call centers.
At the head of the pack in the call center world, you’ll find the integrated center. In these contact centers, software serves multiple functions by allowing analysis of calls to determine cost-savings and to improve quality. Imagine culling information from data stored on a desktop or internal library system and matching it to the content of a call, reducing resolution time and improving customer satisfaction--that’s the integrated call center. Features beyond call routing include automated processes, such as information for callers about wait time, real-time statistics for supervisors, integrated voicemail, integration of information from internal computer systems right to the desktop and call routing to remote agents. From tracking metrics to helping make cost-cutting decisions, software plays an important role for call center management.
Whether a contact center is looking to start anew with equipment and technology or simply upgrade, it’s important to assess needs and invest in tools that will allow for long-term scalability and innovation.
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more