Contact centers: 2014 demands innovation
Contact centers are no longer considered as only the solution providers and have evolved as profit centers for certain companies. A call center’s customer service heavily affects the overall performance of the company. Extensive training using specialized methods is being provided to the employees before they are given the task of directly interacting with the customers.
The new contact training methods primarily focus on better speech recognition. The frequency and volume of calls per day requires that the customer care executives manage the time properly. This doesn’t mean that they rush through the call leading to dissatisfaction of the customer. A proper method devised for time management includes some basic steps. The trick is to get as much information possible in the first dialog by not prompting the customer till he is not over with what he has got to say. This procedure is usually called multi-slotting and is followed by disambiguation of the unclear parts of the conversation. For example if for some query the time is mentioned in the 12 hour format so the executive would need to confirm for AM or PM if it is not stated earlier. The important part of speech recognition is interpreting the customer’s voice to understand how sure he is about what he wants to imply. Finally, this leads to the two steps of confirmation, both passive and active.
Call center software systems are getting trendier and more versatile. Zultys, a contact center solutions provider recently launched their new software called MX Release 9.0, and also a cloud-based IP phone system called MXvirtualTM. The customer care centers would now be able to move their business over the cloud and effectively manage standard procedures like call routing, Interactive Voice Responses (IVR), caller ID information, providing the agent status to the customers and much more. Call center services in India usually rely on SAP CRM which guides businesses on how to cut the cost of managing a contact center by helping them in the decision making process along with providing solutions for Customer Relationship Management(CRM). Other recommended software includes names such as 3C Logic’s Cloud Contact Center, Nextiva’s Voice over Internet Protocol etc.
The importance of social media in customer care cannot be overlooked. You don’t necessarily need to go through the slow and sometimes costly procedure of inquiring about your problems on the phone as now there are customer support services online. You can chat with an agent on the company’s website anytime 24X7 or simply contact them on their profiles on famous social media like Facebook and Twitter.