Innovation In Answering Service Continues

The answering service industry is continuing with their innovations

. It's a race to get ahead of the other call centers in the business. Innovations in the phone answering include changing the set pattern in which an inbound call center agent would receive calls. In the rulebook, the BPO agent is expected to carry out certain procedures which can also be labeled as protocol for taking calls.

Over the course of time, these have come to collect dust. The consumer has no pleasant experience of being treated to such saccharine courtesy. To make their experience of taking to a customer service call center more effective and realistic, the telephone answering agents are being asked to break open their protocol and make way for spontaneity.

Megan McCarthy, an answering service agent for the last five years, agrees vehemently. She says, 'A caller chooses to talk to a voice on the inbound call center process so that he/she can share their concerns freely and openly. If the receiving BPO agent is stiff and formal in order to maintain protocol, the agent may have done a good job according to the call center. But if you ask the consumer, you will get a sharply different answer.'

The answer to this is spontaneity. 'Spontaneous human reactions spice up a call! A lot can happen over the call if the consumer likes to talk to the telemarketing agent receiving the call. It can open up all new vistas,'McCarthy says.

This is just one side of the coin. There is innovation in the recorded answering service technology as well. The Interactive Voice Response (IVR) system is known to be convenient to some and cumbersome to many. The IVR has been around in the phone answering system for some time now. Over the years, the introduction of too many choices for the consumers has spoiled the reputation of the system.

For a simple task like paying your bill, the consumer has to move around aimlessly before hitting on the right note. Call centers have noted that this is a waste of resources, especially if the number happens to be toll-free and the phone bills are being footed by the call center. The consumer can't just find the right option and the whole process is an exercise in futility.

Innovation steps in to save the time. The telemarketing company will now have silent, passive inbound call center agents tracking the IVR answering service. The agents will listen and follow the consumer's entries and orchestrate things in a way as to make it convenient. When the passive call center agent finds the consumer looking for something in particular, they will make sure they get to that option quickly.

The whole process of digging around for telemarketing services options is so pass. The IVR can be a very useful and economical tool for the phone answering department of any call center. It saves time when the consumer reaches his choice without spending much of a time. This innovative idea will facilitate that and make things smooth and easy for the consumer.

by: Ivana Lewis

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