Technology is the key factor in redefining call centers as advanced, high-performance, and customer-oriented units. Infosearch BPO is specialized in providing inbound call centre services using advanced and modern technologies to provide 100% customer satisfaction.   

Here’s how technology empowers modern call centers:

Enhancing the Customer Experience:

Interactive Voice Response (IVR): Through utilizing a preprogrammed response system, calls can become automated, questions and answers can be delivered via recordings, and further directed to the available or appropriate agent(s). This way, the number of requests is minimized, and those clients with general questions do not have to wait long and do not experience frustration.

Automatic Call Distribution (ACD): ACD among those connections establishes a line between a number to be called a waiting receiver and the available agent after an algorithm takes into account the attributes of the particular agents, such as their skill level, level of experience, and workload. Thus, a call will never be dealt with by the unskilled agent but only by the resourceful staff, which in turn leads to a high rate of first call resolution.

Self-Service Options: Call centers can incorporate web portals or mobile apps that are directed to customers, who can use them to access the information, track requests, or even troubleshoot the items themselves. It enables people to look at the menu at their own pace and in any language, which in turn results in less call volume for complex issues.

Speech Analytics: The key words and sentiment from the customer call are recognized by the speech recognition and analytics software. As a result of this, the search for trends, agents’ training, and personalization of future communication can be achieved.

Optimizing Agent Performance:

Call Monitoring and Coaching: Review can be enabled and monitored through the supervisors as they evaluate agent performance and identify areas that need a change of pace to make the employees improve.

Knowledge Management Systems: The knowledge bases at the very core of such systems are centralized, thus making available detailed information about product features, troubleshooting hints, policies, and more to agents so they can handle all the inquiries effectively and quickly.

Customer Relationship Management (CRM) Integration: CRM integration with call centers gives an agent a good idea of the customer record, and so they use it to tailor-make the interactions and provide more efficient service through which the customers go home contented.

Streamlining Operations and Data Insights

Cloud-Based Solutions: Cloud-based call center platforms are able to support scalability, remote access, and immediate updates, which lowers IT infrastructure costs and enhances overall flexibility.

Real-time Reporting and Analytics: Develop reports about the number of calls received, the waiting time of clients, the KPIs of all agents, and customer satisfaction in real-time. It allows us to make data-oriented decisions, and helps us keep improving. Consequently, employees can communicate more freely, and updates can be conveyed in a more timely manner.

Workforce Management Tools: This software facilitates agent-scheduling optimization, forecast-call volumes, and the provision of adequate staffing levels at peak call demand-times.

Additionally, emerging technologies like Artificial Intelligence (AI) are making their way into call centers:

Chatbots: AI-driven chatbots handle basic inquiries, lowering the call load, therefore human agents need not divert their attention to simple matters but rather dedicate it to complex issues.

Sentiment Analysis: AI can do sentiment analysis of customers while they are calling, and it helps agents reduce such problematic situations, thereby giving a better experience to the customer.

Infosearch BPO leverages these advanced technologies in our inbound call centers to help your business grow, improve customer satisfaction, and gain more insight. Contact Infosearch to outsource your inbound call centre services.

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