In lean economic times inbound and outbound call centers are driven to provide a more enhanced customer experience then previously provided or that of their competition. To retain existing customers ensuring accurate brand messaging and a positive experience are both equally important. To accomplish this, call centers must provide customers multiple avenues to communicate with simple internal information flow for superior customer service.
Traditional inbound and outbound call centers use a variety of technologies to communicate with existing and prospective customers which have always been considered the must have(s) to be successful.
Inbound ACD and IVR (PBX functions): provide queuing and call routing to ensure responses are timely (ironic) and handled by the proper department.
Outbound dialing: there are various technologies for this task all with the same goal - contact existing and prospective customers to share a message. The ability to connect, share information then move the customer along seamlessly to another department or step is essential for heightened business development.
Auto Dialer: great tool for reconnecting with customers.
Chat: great for answers to simple questions or quick inquires.
Messaging: simple and convenient method for conveying messages.
CRM: an intuitive system allowing for easy review and updates.
Call Centers have access to the above technologies for effective and efficient communication, though they are all independent of each other. Unified Communication solutions bring all these must have technologies together providing a superior customer experience then some of the competition.
URL: http://www.focus.com/briefs/information-technology/must-haves-your-call-center/
URL: http://www.focus.com/briefs/information-technology/must-haves-your-call-center/
No comments:
Post a Comment