A call centre technology is a system which provides customer satisfaction, customer service, customer and company details, a detailed report of a product or a service, etc. A call centre requires a few things namely the desktop, client, USB headsets, database handler, voice over IP, softwares related to the on internet calls and the hardwares supporting the same along with people who have good communication skills and patience.
Recently, a lot of drawbacks are found in the call centres.
- Lack of speaking, listening skills (communication skills)
- Lack of company or product knowledge
- Lack of experience
- Lack of patience
- Lack of basic knowledge
- Lack of communication between the client and the customer
- Lack of customer satisfaction
All these drawbacks are because the call centre employees are not sincere in their work. Even though they choose to work as a call centre employee just because they didn’t get a job, they have to be involved and interested in what their current work is. Being a call centre employee is not an easy job. A lot of people have their passion to be a call centre worker. “Love the job you do, else do the job you love.”
Due to lack of sincerity, they end up behind in the tasks given to them in every possible way. Every job is difficult. Working as a call centre employee requires a lot of skills which people don’t understand until they experience it.
Using call centre softwares plays a major role in the advancement of call centre technologies because the efficiency of the conversation and the requirements are increased drastically. One such software is the CTI – Computer Telephony Integration, it is programmed in such a way that the desktop or computer answers the phone calls. The phone calls can be virtual through Internet Protocols which are easy to access and function.
One important feature that the call centre technologies must implement is the call back option because not every user is free enough to wait in the queue for so long to get answered, that is where the ratings go down for the employee. This option improves the relationship between the call centre employee and the customer because, if suppose the call is unanswered when the customer tries to reach the call centre person then the customer can select the call back option and do their own work until the call centre person can call them back and clear their doubts. The feature can definitely improve both the performance and reach outs to our call centre technology with good and happy customers who will be our future votes.
A compulsory call recording feature is also a very important one which must be added to the remote workforce management software technology because this helps in improving the doubt clarification or reviewing the conversation between the user and the employee by the agent and company who are responsible for the product or service. It can avoid further conflicts between the client and the customer, due to insufficient working or mistake of the call centre person in the advanced call centre technologies.
Quality management applications can be used by the clients or the higher authority to figure out the employees quality of work, which will increase the performance on one side and will decrease the customer insatisfaction complaints on the other.
We can have an interactive voice response when the customer is waiting in the queue to reach the call centre person because it can keep the customer from getting bored by having an interesting conversation with them in the meantime. This will also improve the targets answered by the call centre employee and the customers will also be satisfied with the service.
Having a remote meeting is also an interesting feature we can add in our technology because people from different parts of the world can connect into one single virtual meeting and interact with similar people who have the same doubt and all the doubts related to the same topic can be clarified easily and effectively so that everyone will be satisfied with the service.
Most of the time people get irritated from the outbound call centre calls who are advertising their products to the customers who aren’t interested to use them or even buy them. So, it is better to decrease the number of outbound call centres and increase the number of inbound call centre services because people always have doubts that are to be clarified by someone. Not always are the customers having a clear idea of the product they are buying or the service they are utilizing. The doubts that arise in the middle of something is what are clarified by the inbound call centre employees. Since that state is increasing it is better to toggle between the type of call centre technologies that are to be provided to the customers for their satisfaction.