In recent years, many technological advancements and innovations in the call management industry have greatly improved the efficiency of both inbound call centers and outbound call centers. An offshoot of call centers, "contact centers," has emerged as a system of all-inclusive client interaction with the options of telephone communication, live chat, instant messaging, email and faxing.
Call center agents play a key role in the customer support service because agents are the first person of any telecommute organization, who directly interact with customers and represent their clients image. The best way to develop call center Agent into a well-rounded individual is by providing them proper training of process and call center technologies.
Advanced functions that are now commonly used in inbound call centers work to filter callers based on need and direct them to the appropriate agent. This allows for faster solutions and less caller wait time. Similar systems work inversely for outbound call centers and match the relevant agent to specific sales leads. Below is an outline of the key features of an advanced call center that can have major impacts on your companys productivity:
Predictive Dialer
Predictive Dialer is a comprehensive outbound contact center solution. The latest version offers new features designed to improve flexibility and simplify system maintenance, as well as greatly expanded security capabilities to provide increased protection of customer information during call handling.There are many types of predictive dialer on the market today - each equipped with its own unique procedure. The end result is the same - only live calls are transferred to the agent is desktop. But what happens after the live call is delivered to the agent within milliseconds of the contact saying "Hello"?
Call Tracking & Interactive Voice Response
IVR Systems have a number of uses today. In applications of all kinds, Interactive Voice Response is providing a way to save on costs, increase automation rates and increase business efficiency.When it comes to meeting the needs of today health care industry, having an automated, telephone-based program is extremely beneficial.
IVR Systems in the health care industry offer a way of automatically handling every call, as well as the ability to handle calls on the first ring, 7 days a week, 24 hours a day. Not only does this improve the experience for callers, it also saves the industry lots of time and money and expands their capabilities.
IVR Systems can be used for a number of applications within the health care industry to speed up and enhance processes once requiring staffing and manual calling. This includes payment tracking, claims processing and billing admittance and discharge records, inventory reports, to office locations and operation hours, changes of address and even routing callers to the right personnel.
Call Detail Record Reporting
Call detail record logging is the means of recording and retrieving telephony data. Call Detail Record data is essential in monitoring, analyzing and forecasting communication facility usage. The information is often gathered and processed through a call accounting software package. Communication managers utilize various reports to track network performance, misuse and abuse, employee productivity and cost allocation.
Real Time Telemetry
Telemetry (synonymous with Tele matics) is a technology that allows remote measurement and reporting of information.Although the term commonly refers to wireless data transfer mechanisms (example.. using radio or infrared systems), it also encompasses data transferred over other media, such as a telephone or computer network, optical link or other wired communications.
