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Four Advantages to Call Centres that Use Automated Phone Software |
| When it comes to efficiency, call centres cannot turn to more call centre agents, since their salaries alone creates a large amount of financial pressure. The answer is to streamline costs, something that is accomplished by automatic phone software that allows callers to either serve themselves or be dealt with directly by staff. There are a number of aspects that go into making an effective software system, but investing in the software is a wise start.
By turning to automatic speech recognition, the service provided by the call centre can be enhanced to allow a smoother experience for callers. The system itself can communicate directly with the person on the other end of the phone, with answers translated into text in order to prompt an appropriate response from the computer. Besides the obvious convenience of such ivr technology, there are other advantages that come with investing in this type of automatic system.
Cost efficiency
The number one advantage is the cost effectiveness of this type of software. A typical call centre will handle potentially thousands of phone calls every day, but that number would, in turn, require more than 100 call centre agents to speak to customers. Even at that, each call would have to be handled very quickly to cope with the backlog, which would effect the quality of service provided.
By using automatic software, the calls that do not require agent attention can be routed away from the call waiting system, allowing the callers to get the information they require themselves. It means that the numbers of agents required is kept to a minimum, though the precise number depends on the percentage number of calls that can be self serviced.
Language Barrier Crossed
Call centres are an international phenomenon, so there is a need to address the problem of a language barrier. It can be difficult, for example, for an Indian who is fluent in English to deal with a German customer, for example. The logical, and widely applied, solution to this problem is to hire agents that speak German but, that also requires a full salary for one or more staff.
However, because the software uses speech recognition technology and voice xml formatting, it is possible to have programmes in a variety of languages on the same computer system. It means that a German caller, or Italian or French, can deal with their simple inquiry themselves, while problem solving can be accomplished with an agent with the appropriate language skills. This means that any single call centre can handle calls from anywhere in the world.
Better Customer Service
If mundane and rather simple tasks are being carried out by agents, then there is a real danger of front line staff becoming bored. This might not seem so important, but it does have a direct effect on the quality of service that is provided. For any call centre then, keeping staff interested is important and by routing important problem solving tasks their way, this will help in keeping enthusiasm levels up. The feeling of really helping a caller is far more motivational than calling out a balance.
Greater Customer Satisfaction
The spin off from better customer service, of course, is greater customer satisfaction. The caller, like any other customer, expects to be treated in a certain way and be given the necessary attention, though most of all he or she wants whatever problem they have to be solved. The caller can also detect whether enthusiasm is high or low, and surveys have shown that low enthusiasm affects the confidence a caller has in the quality of advice or instruction given.
Customer satisfaction is also maintained by the fact that they can deal with a matter themselves. Callers do not like to be kept waiting for long, if at all, and are far happier to be guided through a series of options to get the information they want without actually speaking to anyone, for example their bank balance.
With automated phone software, callers are speedily taken through a self service system that makes the whole call centre experience fast and satisfying. With the advantages that it provides, through its use of ivr technology and the ability that automatic speech recognition has in allowing callers to interact with computers, investing in automated software is a necessity not just a luxury. |
Author Info:
Kathryn Dawson writes articles about Vicorp, an independent provider of service creation and automated phone software in the world. Vicorp is instrumental in developing cutting edge ivr technology and automatic speech recognition with a long history of successful engagements.
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