Call Center Business Success Demands the Right Tools
December 05, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
Whether the goal is caring for customers or acquiring them, or both, a call center plays a vital role. All activities within this environment are structured around customer satisfaction, streamlining the overall approach and completing customer interactions at a lower cost than what would be incurred outside of the call center business.
The lower costs achieved within the call center business
is often the result of powerful software solutions designed to support the activities within this environment. Voicent offers a strategic approach with its solutions, designed to be affordable for the small business owner, but scalable enough to meet the needs of the national or even global call center.
Tools within the Voicent portfolio, such as its Agent Dialer (a predictive dialer) and BroadcastByPhone (an auto dialer), are not only easy to use but exponentially ramp up efficiency by automating telemarketing campaigns. The company’s IVR Studio tool, an interactive voice response application, is used for the creation of sophisticated navigation menus (enabling businesses to reflect a high degree of professionalism and competence to callers), as well as for business application development and integration of phone, e-mail, Web and other customer communication formats.
For more than a decade, Voicent has been focused
on improving operations for the call center business environment, especially for small- to mid-sized businesses. The company’s goal was to equip companies with the necessary tools to compete effectively against larger players. One of the revolutionary aspects of new software technology for the call center business is that virtually any organization can gain a greater level of sophistication, quality and professionalism that was once only available within the enterprise budget.
Today, however, Voicent’s solutions are being designed to meet the needs of the enterprise call center business handling call volumes at national or global levels. The idea, the company says, is that its small- and medium-sized customers may want or need to grow very quickly, and the software must offer near open-ended scalability.
In using IP (Internet Protocol) technology, the call center business replaces hard-wired, expensive and old fashioned equipment with powerful but affordable software. Although many call center software providers make money through usage fees or per-call charges, Voicent licenses its software with a simple, one-time “buy it and own it for life” license. Call centers business using IP technologies can use software to communicate with customers by virtually any medium—text message (SMS), telephone, e-mail, instant messaging or even video. Call center business customers can even choose their preferred format for receiving special alerts, delivery confirmations or other messages.
The call center business is increasingly being called to simultaneously improve customer satisfaction and loyalty while streamlining operations and reducing costs. By partnering with a proven provider in this space, companies are finding that arduous challenge is actually achievable, enabling them to address a number of their problems and get back to the task of generating growth and additional customer revenue.
A call center business success story highlights the value of partnering with a proven provider like Voicent, one that can deliver flexible and strong solutions that allow for the effective management of outbound and inbound calling campaigns focused on a variety of industries. These providers also have access to a wide variety of capabilities and expertise to address challenges inherent in different projects, whether the project demands surveying, market research, appointment setting, lead generation, customer retention or a number of other customer-facing activities.
By placing a priority focus on the call center business and the tools, people and software used to handle customer interactions, –companies and nonprofit organizations can increase customer loyalty and business flexibility. When agents have the training, skills and access they need to properly handle the call, customer satisfaction increases. When customer satisfaction increases, so too does agent satisfaction, helping to create consistency within the call center environment.
The call center business is put in place to ensure customer-facing initiatives are kept at the forefront of the revenue-generating strategy. With the right tools within that environment, both cost and growth goals can be achieved.
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Edited by Jamie Epstein