Friday, 25 January 2013

Contact Center Software

Today contact centers software are putting greater emphasis on providing the right kind of services to their customers, while understanding customer wants and a greater insight into customer requirements. Call centers are innovating ways and means to support their customers more proactively through newer contact center technology as these centers try to reach beyond the conventional ways and include agents with specific skill sets to serve the specific requirements of their customers. IP adoption continues to grow for virtual call centers, and with this, these centers are becoming more and more efficient in handling large number of customers while saving cost.

The next tier of call centers may seem to be more complex technically in handling customer relationship management. However, adopting newer contact center technology is the easiest way to succeed; all you have to do is to do it right without any visible mistakes. For keeping the cost low, call centers use different statistics. Some would reduce staffing because not enough calls are coming in from customers, and some would reduce cost by looking at the number of calls received by representatives, and also call wait times, dropped calls and call queue length. Contact center technology offers various tools to manage customer relationship, and some of these are as follows:

Phone Systems:

The phone system is amongst the most important tools in a call center. Contact center technology offers Automatic Call Distribution which is a system which helps distribution of calls. Basic information, such as available agents and their skill sets, the priority level of customers, the waiting time, etc are all logged into the system at the initial stages. By this, specific calls are automatically routed to specific skilled agents. This method helps to balance the over-all load of the incoming calls making wait time minimum. The phone system also allows an Interactive Voice Response system which allows queuing of incoming calls.

Contact management:

The contact management system contains loaded information for your customers. This part of the database contains a listing of the orders that you have received from each customer, and a good contact center technology would be able to provide you with the details of all interaction that have taken place between you and your customers. The contact center technology should be able to handle any kind of calls coming in. It should be able to deal with calls where the customer would be looking for a billing inquiry or delivery status, placing an order on the phone, etc.

E-mail Management:

In effect e-mail management is a part of contact management tool, but with many organizations this is offered as an option to their customers so that there could be extra earnings. At times it becomes necessary to continue discussions with a particular customer based on a single e-mail thread and this helps in referencing all past conversations. There is another great tool which integrates with e-mail, and this takes care of the language by interacting with the customer.

Contact center software offers more advantages that what discussed above, and adopting newer versions offer more opportunities in customer relationship management.

For more information please visit Echopass, the masters in on-demand, always-on, hosted contact center software. They offer completely integrated, fully customizable contact center services application suits in software as a service model.

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