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Topics: Call Centers

Think about the way that your phone has changed since the turn of the century. Back then, texting was a novelty, flip phones were all the rage, and devices had much less control over consumers’ lives than they currently do. Since then, phones have evolved into full-on mobile companions. They take and send video, allow you to interact through text and instant messaging, give you access to the internet, and so much more. 

All this to say that consumers’ communication needs have grown immensely in a relatively short time. You might not think that call centers have kept up with this expansion, but you’d be surprised. Today’s contact facilities use state of the art technology and employ well-trained staff to serve callers’ unique needs. As a result, these operations allow you to engage with customers in a more fulfilling, personalized manner. 

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

If you’re curious about the ways in which call center technology can benefit your business, read on to learn how the right contact firm can help put you in touch with your shoppers.

You Aren’t Limited to One Platform

How do you communicate on a daily basis? Do you go right for the phone when you need to engage with a client? Or do you send an email, reach them through a messaging application, or call them on video chat? Obviously, the answer will depend on your circumstances, but that’s the point. Not everyone is in a position to receive customer support by telephone. 

That’s why modern call center technology works so well. It doesn’t adhere to a single medium, which gives your customers as much flexibility as they like. If their time is limited, they can send an email and receive a response later. They can interact with an agent over video chat if they need to show a representative a problem or use chat applications if they communicate better through writing. Regardless, each method offers its own unique advantages, and allowing customers to choose gives them greater choice in how they’re served.

You Don’t Have to Keep Callers on Hold

Waiting on hold is possibly the least appealing part of calling a customer service line. Callers have to keep their phones pressed to their ear as blasé music pipes through the speakers. It can take a long time to connect with an agent, and it’s hard for customers to complete other tasks in the meantime because they might get put through at any moment. This creates an inconvenient, frustrating experience that few callers actually appreciate. 

Thankfully, things don’t have to be this way. Virtual queueing uses a number of strategies to reduce wait times and serve your customers in a fast and pleasant manner. If callers are pressed for time, they can request a callback from an agent when one is available. This call center technology also organizers customers more efficiently, so no matter what method they use to contact you, a representative will get to them in due time.

You Can Access Information Faster

Offering effective customer service means giving your customers what they want, when they want it. This is as important at the support stage as it is during the sales process. If you can’t give customers the answers they need quickly, they likely won’t take another chance on you.

So how do you get these answers faster? One way is to work with a call center that uses customer relationship management (CRM) software. These programs store information about your customers and allow service representatives to access it easily. With the push of a button, agents can learn about the caller’s history with your company and use that data to provide better support.

How Call Center Technology Is Evolving

David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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