Transforming your call centers according to the 21st-century trends is a quite challenging process that takes your time, effort and money as well. But outfitting our call centers with the right technologies and equipment can eventually turn them into the profit centers in a short time. So, besides focusing on implementing the right strategies and putting digital transformation efforts on your call center, you should also consider some important technologies that can help you achieve win-win scenario with quick revenue generation;
Implementation of cloud-based technology:
PBX, IVR, and the cloud-based software simply help you reduce costs while also create different new opportunities to employ remote workers. The flexibility, scalability, and effectiveness of the cloud-based software would usually align with your digital transformation goals in different areas of your business. That’s why the decision of choosing cloud-based call center solutions can simply help you achieve your long-term goals as they can cut costs and save enough time as well.
Mobile customer experience:
Mobile customer services always look great when customers get their answers quickly and easily. So if you implement the visual IVR, it will simply bridge the mobile self-service availability on different smart devices with the call centers in much personalized and seamless manner; which will eventually bring comfort, ease and smoothness to reach your company, by displaying the waiting time, queue registering and contextual assistance without even waiting on hold. Customers simply love that experience. And with the real-time and historical reports for this visual IVR, managers can also monitor what’s actually happening.
Automatic callback facility:
A good call center never holds their customers to wait for long hours. It simply spoils their credibility and people do not consider them a good option to choose. So the best way is to let the people enter their contact number and automatically receive the call back when the agent is ready to respond and solve the query. It will eventually make the customer happy (which will make an agent life easy).
Social media integration:
Just like similar to the mobile customer experience, you can allow your potential customers to interact with support through social media platforms so you can improve the customer experience as well as reduce the call volumes in your call center.
While thinking about video communication in call centers, your first thought would definitely be the video chat between users and the agents. The fact is, these video chats are quite helpful, and it can be simply used as a great means of visual instruction in the case of self-service troubleshooting.
There are not any hard-and-fast rules when it comes to transforming call centers into the profit centers. You just need to implement the right technologies and utilize smart strategies. You can always bring something new to the table to enhance user experience and reduce time and costs.
If you want to learn more about the challenges or technologies for call centers, you can check out the detailed information here.