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Topics: Customer Care

Whether you provide an in-house call center or an outbound one, or you offer inbound services or outbound service, call center technology is the force driving your customer care. With better technology, you deliver an even better experience to your valued customers.

Download our free guide to discover how call center technology is evolving.

How does call center technology improve customer care? It’s easy to think the people staffing your call center are the most important aspect of the customer experience. While your service reps are an important component, they rely on the right technology to get the job done.

Only as Good as the Tool

One old saying goes, “the tool is only as good as the person operating it.” Call center technology flips this logic on its head: Your people can only be as good as the tools you’ve given them. If your call center uses outdated technology, your customer service reps won’t be able to deliver the best possible experience to your customers.

Technologies like virtual queuing and automated call answering improve your customers’ experiences when they interact with your call center. Customers get the help they need more quickly and easily when the best technologies are in place.

Moving to the Cloud

Another way changing call center technology is delivering better customer service is through the use of the cloud. Cloud technology allows businesses to store all of their information and programs in one central location online—no more downloading a program to a single desktop computer. You simply log in, and voila, you have access to everything you need.

The first major change resulting from the use of the cloud in call centers is the rise of work-from-home reps. These agents can work anywhere, anytime, simply by logging in to the cloud. These reps work flexible shifts and are always on time—making them more ready to deliver exceptional customer service.

Big Data Analysis

The other major change the cloud has brought is the use of big data analysis. While this was possible before, through the use of databases, most information was centralized for a single call center location. Now, however, all of your call center locations store their data in one online repository—the cloud.

What does that mean for your customer service? Simply put, all of your reps have access to all of your customers’ data any time they need it. If a customer calls up at four in the morning and ends up on the line with someone in the Philippines, there’s no concern about their information being inaccessible—the rep has the required information.

And since all of the data is stored together, it’s searchable. You can analyze the database to see trends among your customers: Who are they, what are they buying, and why? While this was possible before, it often represented highly localized information; you could tell what customers in the UK were doing and what customers in the US were doing. Now you can contrast and compare with ease to make better business decisions.

Constant Contact

Another way call center technology aims to improve customer service is by providing constant contact with your customers. Technology allows you to orchestrate multiple centers located around the world, achieving truly 24/7 care for your customers. No matter when they have the time to call, someone is there to answer.

New technologies also allow you to employ different modes of contact, such as email, text, and webchat—formats your younger customers prefer. With call center technology, the customer can choose how to be in touch with you.

Finally, better call center technology also allows you to follow up with customers more quickly and easily, obtaining their feedback and reaching out to them to thank them and offer great new promotions.

You can do so much more when you have the right tools in place.

How Call Center Technology Is Evolving

Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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