We’re living in a technological age — it’s only logical that, at some point, technology would penetrate all aspects of personal and professional life – customer service is no different. One of the most important features is often one that is overlooked by businesses. A dedicated customer service call center possess the power to sculpt the customer experience, making or breaking whether or not a first time customer will become a repeat customer; roughly $1 trillion of consumer spend is influenced by calls placed to business, making it extremely profitable. Here are a few ways technology is adding to (and altering) the firmly established customer call center.
The introduction of AI:
Artificial Intelligence is being developed by multiple technological groups all over the world, including companies like Google. AI systems and applications can help streamline the customer service call experience; they focus on predictive analytics, taking the guesswork out of which consumers to target. For example, outbound sales calls connected to an AI system could target consumers whose previous behavior has shown a trend towards your business’ product or service, thereby increasing the chances that you will make a sale.
You may have a high-quality product or service, but getting your message across to the right consumers, at the right time, could prove challenging if your inbound/outbound sales call center is technologically lagging. Using advanced technologies to restructure your business environment is crucial in these changing times, translating throughout all aspects of your business — from the customer service your consumers receive through inbound sales calls to the software your employees use on their everyday computers.
Massive amounts of information are available for your analysts to work with to discover what trends — in the call center as well as out of it — are making an impact; the trick is being able to access and process it. Analytic programs can sift through call and screen recordings, chats, and text messages to understand what’s working and what needs to be changed.
Call centers can a heavy burden — inbound sales calls can take a lot of capital to keep running. However, when paired with the proper technology (along with training on how to use it) and focused employees, you’d be amazed at how much you’ll learn and grow as a company.