subject: Call Center Technology - The Real Power Revolution [print this page] Call center technology envelops an extensive array of telecommunications software and hardware that include automated phone systems that can answer incoming calls and execute outbound autodialing. A call center is a part of an organization that is composed of call agents who perform tasks to either receive incoming calls or make outgoing calls. It is likely for centers to be fully automated without using any human agents in processing outgoing and incoming calls.
Typically, software applications that are linked to centers are Customer Relationship Management (CRM) programs. Here are examples of center technology associated with the phone systems of call centers.
Interactive Voice Response (IVR) - This is a phone system that enables a computer to determine touch and voice tones through the use of a regular phone call. It is able to respond with fast-generated or pre-recorded audio to direct callers on how to continue. This system can be utilized to manipulate nearly all functions that may involve the breakage of interfaces into simpler menu options. When IVR survey systems are built, they scale well in general to manage huge call volumes.
Workforce Management (WFM) has become a vital responsibility for centers. WFM has been updated with WFM software. This software is usually deployed in employee management, as well as in their HR administration, payroll and benefits, career succession, time and attendance, training management, talent management, forecasting, performance management and production supervision. Automatic job appointment and workforce management can be executed through the use of call processing programs.
A softphone is another call center technology development that has been adopted by many centers. It is an application that allows a laptop, desktop or workstation computer to work as a telephone. With this, the medium to transform telephone service and information is the computer network. The computer that is equipped with soft phone software is capable of performing the complete telephone features that are set using traditional systems that include functions like call forwarding and teleconferencing.
Call Center Customer Satisfaction Research - This approach has been popularly used by call centers to lower costs on customer acquisition and boost repeat sales. Research like this has been successful while integrating both qualitative and quantitative data to identify the real feelings of customers about the company, product or service as well as determine the impact of those feelings to the bottom line. With available innovative telephone systems, customer satisfaction research functions are optimized.
Nowadays, call centers set more focus on providing the appropriate type of services to their clients while observing their needs and requirements. For call centers, helping their clients proactively can be one by utilizing new call center technology that goes beyond the conventional customer approach.
