Call Center Business Expert Discusses How to Drive Customer Satisfaction
February 12, 2013
By Jamie Epstein
, TMCnet Web Editor
A motto many live by is to treat others the way they want to be treated. This theme is especially important to remain cognizant about when looking at call center businesses, as these environments serve as the crucial connection between a brand and its client base. When consumers want to place an order, voice a concern or even discuss or resolve an issue or problem they have had, call center agents must be there to assist right away and in a friendly manner.
Recently, Rick McFarland, CEO of Voice4Net, highlighted this very topic and what his company is doing to replace frowns with smiles upon the faces of its customers.
The company’s plan of attack involves leveraging key solutions that bring together telephony and database systems into a seamlessly integrated platform. This will not only help to significantly cut down the frustration callers feel when being forced to enter a bounty of information only to then have to repeat the same thing when the agent finally picks up, but also drive efficiency and assist in challenges being overcome in a much quicker manner.
"I use that term 'pleasant caller experience' a lot in presentations and speaking engagements, because I believe that the one thing that will always differentiate companies offering similar services or products is their customer service," McFarland commented in a statement. "If the caller is not happy, if we can't create a fast and accurate experience for them on that crucial phone call, then everyone is wasting their time. Interactive voice response (IVR) and self-service solutions have a bad name today because of the abuse of the technology that exists. When a call comes in, the rep should be able to immediately see the corresponding information from the database in front of them.
However, in typical situations seen as of late, legacy phone systems present within the contact center environment are not linked directly to the IVR system which in turn prevents agents from reviewing vital information before answering the phone and speaking with the intended party. Voice4Net’s portfolio though includes the Contact Center HD (CCHD), Screen Pop Pro Server (SPPS), Interactive Voice Response (IVR) and Event Broadcast System (EBS), which all together help to enable agents to better assist those in need in a shorter period of time.
McFarland added, "There are some other companies like ours out there, with software designed to help automated call centers, but we go about our business in a unique way. Our philosophical approach goes back to the platinum rule. Where most of my competitors make software they think the industry will want and hope their instincts are correct, I go to my distributors directly, find out the specific needs of their customers and build what they want. It's a hands-on, custom boutique approach."
One competing company to highlight here is Voicent that offers a new generation of VoIP-based call center offerings that transition ordinary computers into technological innovations that can manage thousands of outbound and inbound calls alike. Complete with a Call Center Manager that can ensure the contact center is adhering to regulatory mandates and a Call Center Agent Dialer that increases the closure of sales, the call center business provider is making it inexpensive to cater to individuals while still meeting business specific goals.
Edited by Amanda Ciccatelli