Technology changes over time, we have come a long way from the first landlines with rotating dial to full smart telephones. The goal is still the same, get in contact with another human being to help, resolve, and provide service. During this time, Call Centers have changed technology, from wired and complex PBX systems and VoIP assisted Phone managers, to Cloud managed services.
In this year, we have seen another new technology rise: AI (Artificial Intelligence). This technology is revolutionary; however, it is far from being useful to provide a quick resolution for a Customer Inquiry. The complexity of every business is unique and, in the future, there will be companies dedicated to train an AI to meet your business requirements.
For every technological upgrade, Call Center facilities have perceived a cost reduction, that leads to lower prices for business owners. Call Centers that leverage the Cloud Computing technology, are able to provide services without a huge increase on the invoice.
Technologies, like Oracle Cloud Computing, Amazon AWS, Microsoft Azure and Google Cloud, creates the opportunity to scale an operation indefinitely, that means, that Call Centers don’t have to acquire huge datacenters to manage and route calls. Everything can be done more efficiently from the Cloud, and with a Service Level that surpasses in-house Datacenters.
It is all about the customer, every decision made has to benefit the customer experience to the maximum level. This means, lowering the waiting time to a target 0 minutes on queue and providing the long desired first call resolution, with a reasonable average talking time. This means the Call Center has to be able to provide the AVR (Automated Voice Response System) and route calls to the next available representative.
Depending of the product, service and the audience, clients may demand to speak to a Spanish representative, this generates another complexity in the AVR system, handling client’s queues for Spanish and English. From a business owner perspective, routing a call to the proper agent may sound like something extremely complex, however, good Call Centers have already the expert team to deploy a solution, that in the best-case scenario, can be done in less than 15 minutes . This is the kind of service that a business owner needs: zero complexity and the service to be up and ready as soon as possible!
Using the right approach and routing the customer to a trained available agent is the gold standard. This also applies for outbound campaigns, the AI has provided the Call Centers the ability to use predictive dialers to reach the customer, and to keep the sales force talking and making sales. This is all handled by cloud services that dial many customers at the same time, and when one picks up the call, it is routed to the available agent ready to make the sale.
Questions to ask for the Right Call Center Technology.
Wired Line, Implementation time: Months. Expected cost: Very High.
Managed VoIP, Implementation time: Weeks. Expected cost: High.
Could Managed VoIP, Implementation time: Minutes. Expected cost: Reasonable.
You may select any type of technology, however, the Return Over Investment can be affected. The best solution is to use a technology that matches the one in your current call handling system, since upgrading to a newer technology can be costly. The return for a Cloud Managed solution makes it the most attractive, easy to deploy and managed solution. If you are looking for a Call Center that delivers the best customer experience and technology contact Callsite Solutions, your new provider.