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Topics: Call Centers

Traditional call centers have a bad reputation. If you’ve ever had to use one, you probably remember a long wait followed by an unsatisfactory exchange with a customer service representative. At their worst, these methods could be cold and impersonal, which contradicts the basic ideas of what customer care should be

Thankfully, these unrewarding interactions will soon be a thing of the past. Customers’ expectations are changing, and companies need to provide better service if they want to keep up. This demand has prompted many organizations to adopt new tools and techniques in their call centers. Modern contact facilities offer innovative features that are far more accommodating to customers than their predecessors are. As technology continues to bridge the gap between clients and merchants, the customer service call center will only become more important.

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

Read on to learn how these inventive stations can help foster goodwill between your customers and your brand.

They Use Voice Response Systems to Organize Calls

Your clients’ time is important. If you take an hour to connect them with the right customer service agent, they’ll feel like they’ve been cheated out of their valuable time. But connecting them with the first available representative isn’t the right answer, either. It will only take longer for your clients to find their solutions if they have to deal with an unqualified envoy. 

Thankfully, the average customer service call center avoids this problem entirely. These facilities tend to use interactive voice response (IVR) systems to greet callers. The customers provide rudimentary information that directs them to an agent that’s prepared to respond to their inquiries. The whole process will take less time and work so your clients can get back to their routines faster.

They Don’t Prioritize Calls above Other Communications

There’s a reason you call them “call centers.” Telephones have dominated the customer service game over the past few decades. In this era, they provided faster service than snail or electronic mail, and were more immediately expressive. Things have changed, though, and phones are no longer the only technology at customer service representatives’ disposal.

Clients don’t always have time to call in. Sometimes, they want to send an email and get on with their day. They may need to show you a specialized problem over video chat, or sacrifice the specificity of vocal communication for the immediacy of an instant messenger. Either way, you need to provide these services, and the right customer service call center can help you do so.

They Use CRM Software to Provide Better Service

Have you ever been a regular at a coffee shop or a restaurant? If so, you know how pleasant personalized service can be. Merchants don’t just treat you like a task to be completed. Instead, they recognize you as a unique human being, and you should aim to offer that experience to every single customer. 

Customer relationship management (CRM) software can help you do that. It allows your representatives to retrieve basic information about your clients at a moment’s notice. When your agents know more about your customers, they can go the extra mile to deliver exceptional care.

They Prioritize Customer Service over Call Speed

Have you ever been on a call with a service agent who is clearly trying to get you off the line? If so, you know how impersonal quota-based call centers can be. Instead of solving their clients’ problems, these professionals try to get through as many calls as possible to meet their requirements.

A good customer service call center doesn’t subscribe to this model. Instead, representatives stay on the line with customers until they’re ready to leave, which results in greater customer satisfaction.

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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