Technology in favor of call centers
Good attendance is a factor that weighs more on customer satisfaction. In this sense, contact centers play a fundamental role in improving the company / customer relationship, accounting largely for the good corporate image. The truth is that when the phone service provides a good experience for users / consumers, it is easier to retain customers and generate new business, which has led many call center companies to modernize their facilities and train their employees.
Technology has been vital to ensure improvement in service. By incorporating efficient mechanisms to streamline the service and provide information to agents, the company gains efficient contact time that is focused and productive with the client. Moreover, new technological resources began to collaborate, a lot, with the maintenance of a framework of skilled attendants, through training tailored to the needs of improvement of each one.
The use of recording systems, for example, can enable the detection of problems in the service, ranging from the attitude and behavior of the agent with the client to personal difficulties such as language errors, misuse of phraseology, emotional distress etc., or even inadequate script. The recording is an important tool to make qualitative assessments about the performance in the call center, providing data to implement improvements that satisfy one of the main requirements of companies: the business generation.
The resources for the management of the call center operations go even further. To get an idea, the supervision and control system and have the resources to manage all the operational structure of the centers, since the online monitoring of the performance of operations until the development of custom metrics reports. The technology can also be used to predict peaks and possible bottlenecks through workforce management solutions. These solutions enable to size in advance the scales and the number of agents required and to predict staff needs to ensure continued high levels of service, besides helping to combat absenteeism.
Currently, the technology is supporting not only the quality of service, but also the identification of opportunities and the generation of new business for companies. The personalized service is possible through technology. So, when the attendant has the chance to receive the call with the client’s information on the screen, this will provide the opportunity to give the client a differential treatment, including offering services or products according to the client’s characteristics.
These technologies extract information and expertise of each business to enable call centers to provide the best service and achieve a balance between three critical factors for successful operations: productivity, low operating costs and high service levels.
Ultimately, one can say that technology can provide the resources needed to implement changes in the modus operandi of CSCs, call centers, contact centers and the like, at any time. It provides flexible structures to offer differentiated services, detect faults and meet customer needs, achieving the expected goals and making the investment in the call center profitable, accounting for the generation of leads and the gain in image.
* Cláudio Sá is president of Teclan, Brazilian leader in technology for call centers and telecommunications operators.