Sunday, April 1, 2018

Creaghan Harry - Changes in the Call Center Technology in the Recent Years


Even though a call center and the BPO industry is all about technology, service providers, as well as business individuals who are outsourcing their business, are looking forward to initiating new changes in call center technology. Hiring employees at frequent intervals have become the focus of enormous expenditure nowadays. The idea of introducing advanced technology is not to reduce the requirement for manual labor, instead make the procedure much more unchallenging for existing agents and other BPO employees.
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1. Initiating usage of other devices by agents and customer
In the viewpoint of Creaghan Harry, the modernizing of technology does not necessarily focus on customer service but also contribute to improving agent's performance. Slightly shifting from the primary context, the medium of telecommunication has undergone drastic change over the recent years. The utilization of smartphones, cell phones, laptop, and tablets are used vastly by individuals with the internet being the wire of communication. People hardly use the telephone or even spend a penny to interact with distant people nowadays. Infact, the same mechanism is also efficient for communicating abroad and overseas.
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Well, imagine call agents making use of smartphones, tablets or I pads for contacting customers. The office of call center and technology is looking forward to initiating the idea, which shall promote the use of 4G internet connections in the devices for both customers and agents. According to the Information and technology experts, the concept of using
2. Customer smart self-service technology
Creaghan Harry, the owner of the organization mentions, the self-service technology is one of the most exciting concepts that techies are looking forward to shortly. It shall not be similar to the idea of IVR or ACD. Infact, the plan will be much more advanced and swift.
For example, customers can resolve their issues with the help of online helping sites and well-unformatted FAQS. Frequently asked questions and the well-demonstrated solutions along with them can help customers relate to other customers facing the same issue and have a quick and swift self-service experience. This will not just provide resolutions but also make customers more knowledgeableabout the product they are using and increase their confidence level by increasing customer and organization trust.
3. Introducing new methods of Omni-channel communication
Customersare often disturbed by the process of reaching out to different agents at different timesbecause this is how a call center works. The call can land anywhere, even though your issue was unresolved with the last agent. This can be hectic for agents who are completely unknown about the call center system, and it is most evident for the older group of customers. Thus the idea of representing customerswith a single, dependable and prominent source of contact will increase the profit-margin of BPO's along with a boost in sales and promotion.
All over, the above mentioned technologicalmodifications slightly differ from the general advancement in call center methods. Some of them are already implied while some are yet to be a part of the BPO industry shortly.

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