Technology has transformed the way many industries operate including call center locations around the world. The innovation that tech has brought has changed the way centers are able to meet consumer needs while increasing their own profitability and competitiveness. With innovative solutions running in software programs behind the scenes, call centers are able to deliver customer support more quickly, with more accuracy, and with better consistency.
Call centers have long used a call queue that resolves issues according to what call came in first. As the entire system is overhauled by creativity and innovation, queues are aligned according to the specific need of the caller. Things that are taken into account include the desire to wait or the potential value of the call. Systems review agent metrics and use analysis to judge which agent may be best suited to respond to a need, rather than simply letting calls fall to the first available representative. This method balances out the workload while assigning calls based on agent strength.
This streamlined approach to service delivery is creating a competitive advantage for the call center that takes advantage of it. Innovations like these enable agents to provide more consistent and high quality service. Customer loyalty goes up, and businesses save money. The resources are allocated wisely, reducing customer wait times and lowering the number of abandoned calls. Time management for agents and management becomes easier, increasing overall productivity. Consumers get the benefit of these changes, hopefully encouraging customer loyalty. No longer do consumers wait for 20 minutes to reach an agent that isn’t able to handle their concerns. Forward-thinking processes quickly direct the call to the best agent available to provide resolution.
For a call center to stand out from the competition, an aggressive move toward innovation is needed. If you are need of customer service support, evaluate your current operations and objectives, then research which agency is making the move toward innovation.