Technology is one of the most crucial aspects of call center operations. When it comes to the call flow, technology really matters. Maintaining high Key Performance Areas (KPAs) scores is the holy grail of a call center operation. In this task, tech-savvy inbound call center outsourcing solutions play a detrimental role.
Every Aspect of Call Center Operation Made Better with Technology
There are certain scenarios in a basic call flow that need to be managed effectively. Below is a description of how call center tech can help a call center outsourcing company:
Connection of call to the correct agents and secure information gathering
The beginning of a call often decides the fate of the call. To start on the front-foot, an agent requires the customer to be in good mood. Oftentimes, bad IVR programming and options cause customer aggravation. But with the right IVR software that has self-care options, you can set the right tone from the beginning and empower the customer to solve his queries himself. One of the best advantages of technical outsource call center companies is that you get cutting-edge IVR, which allows you to take customer information in a secure manner via voice recognition.
Seamless integration of multi-channel and multi-tiered communication via CRM
Irrespective of the communication medium he chooses, a customer wants the company to have a complete record of all conversations. For this, you need a CRM that manages every piece of customer data accurately and provides it to the agents whenever it is necessary. Quick fetch time for CRM is made possible with the integration of superior analytics. Hi-tech call center outsourcing services provide the best CRM, which helps you reduce average handling time and maintain high first call resolution rate. In cases, where the call is transferred to a higher level of support, a CRM aids the communication by providing necessary information to supervisors. Reporting is also better, and allows companies to understand customer preferences and conceptualize better future business strategies.
Cloud-based call center
A cloud-based call center outsourcing company stores customer information at multiple datacenters. In case, there is a natural disaster or major server issue, it is still possible to receive the information via different datacenter. Also, cloud-based call centers allow you to run your operations without a permanent base of operation. It allows your agents to operate from different locations while staying maintaining the necessary security of database. Cloud-based call centers are also highly scalable, and allow you to increase the number of agents quickly whenever there is an urgent need for additional resources. Therefore, KPAs like call center downtimes and call abandonment rate are minimized.