Innovation with Call Center Outsourcing is Only Possible with Tech Expertise

Not so many years ago, basic phone support was all that was needed to keep customers happy. Buyers and service users were happy to have a toll-free number available to them. Not anymore though! Nowadays, there are customers who want support across all channels including chat and email support services. Therefore, 360-degree call center outsourcing has become an important requirement of businesses. And, it is important that call center solutions are high-tech and good enough to fulfill the current needs of customers.

Important Call Center Technologies for Modern-Day Support Platforms

In today’s time, a call center process simply cannot survive without consistent tech innovation and upgrades. There are some essential call center software tools that are needed by almost every call center outsourcing company:

Customer Relationship Management Tool

A Customer Relationship Management or CRM tool is vital for managing customers’ information in an organized manner. It can be used alongside CTI to improve agents’ performance over calls. As soon as the call arrives, agents can copy the number visible in the CTI into the CRM search bar. This would allow them to pull records fast, learn about customers’ previous experience, products purchased, services subscribed etc.

IVR

Interactive Voice Response (IVR) technology has advanced at an incredible rate in the past few years. If you have been stuck with an older IVR for your call center, then you are definitely missing out on some key features. First and foremost, the voice recognition in IVR tech has become very impressive. It is possible to completely rely on IVR’s understanding of human voice for taking account information securely. You can also use the advanced voice recognition feature to provide self-care and other useful options to the customers.

ACD

ACD or Automatically Call Distribution is one of those features that is absolutely necessary for call center management. A call center manager can proactively create call transfer rules to direct the calls to the correct agents. For example, difficult calls can be routed to the experienced agents and basic calls can be routed to the newbies.

Apart from these essential tools, it is important to leverage cutting-edge data analytics for the purpose of gathering invaluable insights. At Vcare, we excel at both voice-based and text-based call center solutions. You can even outsource chat support services or back office support to Vcare and expect high-quality work quality.

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