Call centers witness tech renaissance

Credit goes to  center equipments and call center solutions that today call centers are delivering much more in a lesser cost. Considered to be the link between customer and the company, these call centers play a significant role in creating a positive image of the company in customers mind. One malfunction at their end could ruin the complete efforts of the company. Thanks to the recent changes in call center technology that any campaign can be executed within no time and that also without any faults.

Merger of two technologies namely internet and telephone system has ushered in a renaissance in the world of telemarketers. It has enabled the senior management in keeping the track of agent’s performance, besides they are a blessing in terms of time and money.

One such software Automatic call distributor (ACD)(ACD) has emerged as an indispensible tool for call centers. Working on set on instructions and mathematical calculations, ACD is a telephone facility that manages incoming calls in the best possible manner.  On receiving a call, ACD as per the instructions, distributes the call to agents or Interactive Voice Response (IVR).  In this also, a call can be directed to specific agent or IVRIVR menu after filtering on factors like number of the caller, country of origin, agent availability, agent with special skill set among others.

IVR when blended with ACD gives very rewarding results as every customer does not need personalized attention. With IVR, a call center can easily handle the frequently asked questions and utilize the talent of live agents in resolving difficult problems. This saves both time and money. Besides, the technology can be operational round the clock.

This ACD system is so flexible that it can mould itself in any organisational set-up without much problem. It even can be expanded or contracted as per the futuristic needs of the company.  It is best suited for organisations that need to handle large incoming phone calls.  Digital recording, conferencing, silent observation, agent coaching and outbound call blending are some of the advanced features that modern day ACD systems are equipped with.

So with all its distinctive features, call centre solutions like ACD, phone systems and call routing software,IVR, etc, are a blessing for telemarketers as it enhances their productivity and give boost to telemarketing profits!