How IT improved call center performance

call center professionals
IT deployments at contact centers or call centers are boosting both the performance of agents and revenue of their enterprise clients.

According to call center inContact, most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multichannel queues to handle different kinds of customer communications, and reporting.

What call centers say?

A recent report from Jobaline, mobile and bilingual hourly jobs matching marketplace, showed that leading call centers in the US have reduced time-to-hire by 50 percent using Jobaline’s mobile recruitment and automated phone pre-screening. Also they were able to increase the volume of quality candidates by 200 percent.

It seems contact centers are really enjoying the new facilities that technology offer. Damian Holznagel, regional contact center manager for Bank of the West says the biggest benefit of using technologies such as Jobaline’s is the huge response from qualified applicants.

Leading customer care company TeleTech says its technologies “take the friction out of the experience for the customer and associate, and the cost out of the equation for the company.” TeleTech uses technologies such as omnichannel communications, CRM, social and knowledge and SaaS-based technology solution Humanify to interact with customers.

BPO major Sutherland uses a platform solution for integrated business process outsourcing. The company which employs over 30,000+ professionals across 40+ operation centers and business operations located in more than a dozen countries, is of the view that by utilizing a platform based solution, Sutherland is able to deliver the highest possible levels of quality at the lowest price points.

Technology contributions to call centers

To meet growing needs of enterprises, contact center solutions providers are actively contributing with latest trends in the tech world such as cloud computing.

Contact center solutions provider Genesys launched a free call center replacement program called Virtual Contact Center, helping enterprise CIOs to replace their legacy call centers and move to a modern, multi-channel Cloud contact center solution.

It is designed to enable small and mid-size contact centers of up to 250 seats to deliver better customer experiences across a variety of channels, including inbound and outbound voice, mobile and web with more efficient, secure and dependable contact center operations via the Cloud.

With the new initiative, Genesys, while tapping new customers, removes the financial barriers to moving to a multi-channel Cloud contact center solution.

The Genesys Premier Edition – Virtual Contact Center (VCC) will enable businesses to migrate from legacy voice-only call center solutions to an all-in-one customer experience solution. The solution is backed up with a 99.99 percent uptime service level agreement (SLA).

Another company Aspect Software launched a pure cloud contact center solution called Zipwire. Aspect notes that Zipwire and its enhancements named Agent Desktop improve customers’ ability to engage on a variety of communication channels.

Aspect Software said its latest enhancements to Zipwire address a growing consumer desire for mobile and self-service based experiences and ensure interaction continuity between channels.

Joe Gagnon, senior vice president and general manager, Cloud Solutions, Aspect, said: “We recognize that creating a great customer experience requires an equally outstanding experience for the agent, too.”

From the enterprise side

Customer is the center of any business, hence customer care. In order to keep the pace with end-users’ needs, industries are striving to improve the customer support department.

Reliance communications, India’s telecommunication service provider is working with Avaya to transform its call center operations to provide an enhanced and consistent customer experience and customer life-time value.

According to the deal announced between Avaya and Reliance Communications, Avaya will transform the existing call center operations into the advanced digitally enabled customer engagement call centers and will provide long term training and support to the Reliance technical team and call center agents.

Avaya contact center solutions helps companies like Reliance to identify customer trends, streamline contact handling, uncover cumbersome processes, scale for growth and address training opportunities.

Arya MM
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