Call Center Technologies: Better Technology for Better Call Centers & Customer Experience.

At your organization, leaders understand the benefits of an effective, efficient call center. Effective call centers make it easier to not only retain customers and ensure they remain satisfied, but they can also affect acquisition and retention.

If your organization is looking to evolve and improve operations, you may want to consider optimizing your call center through the adoption of new technology.

Here, we will dissect the several benefits of incorporating new call center technologies which may result in improvements in sales, customer experience, and most importantly, the bottom line.

Read to the end of the article to discover the 3 tools that will save and or contribute millions of dollars to your organization each year.

Reduced Call Times

Companies that utilize assistive technology to automate portions of customer calls provide call center representatives with the ability to meet callers’ needs in a more efficient fashion. Such companies are more likely to report reductions in the call times of their customers — and when it’s easy for customers to reach your organization, they are more likely to remain satisfied and continue to use your product or service.

Instead of wasting representatives’ valuable time by forcing them to navigate complex, outdated systems and customers’ time by placing them on hold, time is freed up — for both representatives and customers.

Decreased Call Volume

Implementing new technology may also result in decreases in the level of call volume, resulting in a smaller workload for the busy call center representatives at your organization.

Some new technology may give callers the option to answer some of their queries, for example, or book appointments online rather than over the phone, thus reducing the overall number of calls your organization receives.

For instance, if an organization that used to only take appointments over the phone begins utilizing software that allows its customers to make appointments online, call volume is likely to drop.

Increased Job Satisfaction for Call Center Representatives

There are many ways to increase the satisfaction of your employees, but one way to benefit the operations of your organization is to invest in technology that makes it easier for your call center representatives to do their job.

Utilizing online systems (where applicable) can save your representatives’ time, energy, and resources, making them more productive, more efficient, and more satisfied. When you make it easier for your employees to get the job done, you will be much more likely to retain them.

Call centers can often be trying environments — for customers who are spending their time on hold, and for call center representatives who are tasked with handling their complaints, concerns, and questions.

Improved call center technologies can pave the way for better experiences for all parties involved. A few of the top tools for optimization are listed below:

3 Tools That Can Impact Your Bottom Line & Enhance Your Customer Experience

Voice Biometrics

To reduce fraud organizations can use voice recognition software to authenticate a person’s identity.

Interactive Video

This tool enables call centers to play videos for callers who are on hold, the application of this can range from educational or entertaining material and ads.

Undo Mistakes

OSTUndo is a tool that provides agents with innovative delay-and-recall functionality, allowing them to stop bad messages from being received without interrupting the customer service experience.

To learn more about the impact of messaging mistakes download our white paper:

Your Key to Cutting Call Center Messaging Mistakes in Half

Call centers now have access to technology that empowers their agents to:

• Quickly address and resolve messaging errors and misinformation, critically saving time and money
• Maintain conversational flow without disrupting the customer’s satisfaction or experience.

While message takeback technology may add a couple of seconds to the transmission time, it can vitally save time and money over the course of each interaction, resulting in millions of dollars of savings for call centers each year.

On Second Thought’s innovative delay-and-recall functionality is the key to stopping bad messages from being received without interrupting the customer service experience. It delivers a win-win for centers, agents and customers, reducing call center costs while enhancing the overall customer service experience.

Interested companies can pilot our API with users over a 60-day period. Contact maci@onsecondthought.co to get started.