Can call center operations be untouched with the Midas touch of modern technologies? Especially when they have become multi-specialty centers dealing with numerous projects at a given time, they need to be treated with contemporary customers. Call centers have become multichannel and multi tier organizations now. To complement their growing needs, increasing work pressure, volume of calls and help clients to stay ahead of the competition they need to deploy latest and cutting edge technologies.
With these technologies, call centers have been able to exceed the expectations of clients and customers without compromising on efficiency and quality. The modern advanced technologies of call centers include IVR (Interactive Voice Response). This is the one of its own kind of adaptation of integrated voice and data technologies.
IVR links caller with the desired information by recognizing the database records. This accelerate the whole process and improve the entire calling mechanism. Guided speech IVR integrate LIVE agents to voice response. In case, if a caller wants to talk to an agents and relations on human assistance only, can use the technology for real time support.
Along with this, Call Center Outsourcing Services providers have gained expertise in providing personalized services as well. Be it fax, email, voice mail or Web interaction, BPO are providing a whole new dimension to wireless access and PDAs as well.
CTI is another modern time technology that combines the benefits of telephone and computer. It enables communication modes like voice, email, fax and web to computer.
With the help of ACD (Automatic Call Distributor) contact centers have been able to route the calls to the terminals used by agents. Predictive Dialer has made the life @ BPO easier and focused.
Customer relationship management (CRM) manages the database of customer and make work operations smoother and more streamlined.
Workforce management or WFM (also known as HRMS and ERP systems) regulate the data of larger workforce. Via three way call mechanism BPOs are enable to verify the orders or requests as in third party verification.
Inbound call centers are using a comparatively new technique known as virtual queue to serve customers on first come basis.
Contact centers' voice mail enables you to manage or spread a message to number of people. Voice over Internet Protocol or IP telephony direct the call to the available agents without putting on hold or hanging up.
It is not difficult to comprehend that the helm of the call center operations is the latest technology. These latest technologies are not only providing a consolidated backup to fulfill the work obligations efficiently and properly but also making operations easier.