The modern call centre can process large numbers of either inbound or outbound calls. A center might handle customer support taking inbound calls, or used to handle outbound calls such as for fund raising or lead generation. Both outbound and inbound call centers have integrated technology into almost every facet of their operations in order to improve efficiency and provide a greater level of customer satisfaction.

Customer support services are normally handled by these centers. Groups of agents in separate cubicles with the support of computers often handle customer complaints and technical issues. Most call center agents will work from a small cubicle with a computer screen and headset.

With the help of networked computers the agent can pull up details about the customers product or account and provide appropriate support or account adjustments. One of the most frequent complaints in the past about customer support via telephone was the long wait to speak to an agent. Today\’s centers utilize a variety of methods to help avoid customer frustration while waiting on an agent to assist them.

A support center with a very high volume of calls may turn to a virtual queue solution. Longer wait times means more wasted time for the customer and is is frequently the source of customer frustration. Rather than permit the customer to become upset over extended waits technology is called upon in the form of a virtual queue.

If the volume of calls and wait times to speak to a support agent are excessive a special computer program may automatically offer the consumer the choice of waiting or of receiving a call back from an agent. The customer who chooses the virtual queue goes about their business while the computer holds their place in the queue, when their turn comes to speak to an agent, the program dials the consumer and their call is put through just as if the customer had been waiting on the phone all that time.

The results in terms of customer satisfaction levels are usually very positive when virtual queue systems are put into place. The consumer who chooses to wait on the phone feels at least they have been offered an option. The consumer who takes advantage of the virtual queue is free to carry on their ordinary activities and are less likely to be dissatisfied.

Consumers are becoming familiar with self-care options. Self care options have been instituted by some institutions, notably banks and credit card companies with account support centers that are are likely to be busy. The consumer whose requests are relatively simple can input their codes and check their balance, make a payment without the need to wait for a customer service representative.

Technology has not replaced customer service agents. Technology however has been used in modern inbound call centre to help minimize the amount of time any caller must spend waiting to speak to an agent. Shorter wait times and more flexibility in the way services are offered almost always result in greater satisfaction for the caller.

For over 50 years our Inbound Call Center has been customizing programs to serve businesses\’ looking for solutions in telephone Call Centres in Toronto, email response, and web integration.

For over 50 years our call centre has been customizing programs to serve businesses\’ looking for solutions in telephone answering services, email response, and web integration.
http://www.extendcomm.com

Author Bio: For over 50 years our Inbound Call Center has been customizing programs to serve businesses\’ looking for solutions in telephone Call Centres in Toronto, email response, and web integration.

Category: Business
Keywords: management, call centers, answering services, society, business, people, technology, services