5 Game-Changers in the Call Center Industry

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The call center industry is always trying to create innovations to provide better customer service. With many new products available each time, it is difficult to come up with a list of options to help your company grow. However, some innovations changed the game entirely in the call center industry. Here are some of the fantastic technologies that made their mark in improving call center services:

Interactive Voice Response

Customer service begins as soon as an agent picks up a call. However, it will be challenging to start on the right note if the company fails to get the appropriate agent for the customer. Interactive Voice Response (IVR) allows call center companies to make the right decisions. It helps you route callers to the agents that can effectively attend to their needs.

By recording automated greetings, the system will get to analyze the customer’s response and connect them to the right agent. IVR acts like the backbone of the call center industry. Without IVR, many call center companies might fail because of communication breakdowns between agents and callers. Some agents might not even understand the language of most callers.

Automatic Call Distribution

Automatic call distribution works hand-in-hand with IVR in terms of connecting callers to agents. However, ACD also collects data that are important for call center supervisors. The information includes the length of calls, a customer’s waiting time before getting connected, and call volume. Without the ACD’s data, call centers will have a hard time optimizing their services.

Voice Over Internet Protocol

Caller accessibility is essential for call centers. If your company is hard to reach, you will get fewer customers. Voice over Internet Protocol (VoIP) helps call centers improve accessibility by using the internet to provide paths for customers. VoIP is also a cost-effective solution compared to traditional phone service. As VoIP only requires a single network to function, call center companies are not required to pay for numerous phone bills.

Call Recording

Being one of the earliest innovations, call recording gives call center companies more effective ways to improve. Supervisors are always looking for ways to enhance the quality of their service and their agents’ performance. With call recording, supervisors can keep a close watch on each agent. They can provide insightful comments and helpful feedback without thoroughly listening to an agent-caller conversation.

Whisper Coaching

Happy call center agent

While not being a technological innovation, whisper coaching is a real game-changer for the call center industry. Supervisors and managers know the importance of monitoring agents while on the job. However, they are not allowed to interfere during calls. Whisper coaching enables agents to get helpful feedback from their superiors without informing the callers. It is an excellent way to introduce newly-hired agents into the call center industry.

Almost all call center companies have whisper coaching as part of their training program. Agents will need all the help they can get during their first days. After engaging in whisper coaching, it will only be a matter of time for agents to get used to the quality of service supervisors want to provide.

The priority of call centers is to provide quality customer service. With brilliant innovations, the call center industry continues to improve over time. However, there are game-changing software and training methods that take customer service to a different level.