The customer service process focuses on quickly responding to customer needs with the use of innovative tools and systems. Their implementation is obligatory in the context of building relationships with the client and his brand perception.
Modern Solutions in Call Centers
According to a study conducted by the Marketing Association, 30% of companies use their own call center systems.
The implementation of modern systems in the call center serves efficient and effective customer service, and their operation is based on specific IT solutions. Customers who decide to contact the service department expect a quick response and smooth guidance through its path, without having to repeat the same information multiple times at each stage of the process. Hence, at the core of the idea of integrated call center systems is building long-term consumer relations, gaining the trust of customers and the ability to service several customers at the same time.
Modern call center systems are, above all, a powerful step towards productive customer service in various communication channels. The effectiveness of the consultants’ work results from the simultaneous use of the telephone connection channel, but also the use of e-mail, chat, social media or video, depending on the preferential form of contact on the part of the client. What’s more, innovative systems provide many tools thanks to which team leaders will be able to observe the queues on the line, the availability of consultants, measure their results and dynamically make decisions at every stage of the customer service process.
The Role of Call Center Systems
Call center systems are primarily used for the effective organization of the customer service department from the level of multiple contact channels, the implementation of sales campaigns, monitoring the results of the team of employees, managing service processes, optimizing all processes and reporting. In this aspect, incoming and outgoing exchanges are perfect, the efficiency of which allows you to save both time and resources, and to measure the quality and availability of service.
The most popular call center systems include service automation solutions , the main purpose of which is to integrate inbound and outbound traffic, support internal communication in the company, and manage online correspondence, i.e. chat / e-mail / social media. In addition, it is extremely important to build a reliable knowledge base about customers , which allows them to be quickly identified when contacting the call center and access to its history so as to respond to their needs in the shortest possible time. At the same time, it is worth paying attention to the possibility of profiling customers in the database, also in terms of the language of communication, which gives them a possible priority of service and allows assigning a consultant specialized in a given area.
Another example of systems are internal work flow applications , which are key in terms of the quality of customer service. All contacts with the client are not focused only on consultants – all employees of the company influence its quality.
The quality of customer service is also influenced by systems that facilitate the planning of consultants’ work, analyze the results, monitor and report their work in real time and optimize work resources. In this way, it is possible to streamline activities in various communication channels and delegate tasks in real time depending on customer needs.
It is worth paying attention to the WFM class system, i.e. Workforce Management, which allows you to constantly increase the efficiency index by analyzing the work of consultants, reducing costs and controlling their productivity. WFM perfectly optimizes the work of consultants.
Additional support for the operation of the call center is the BI (Business Intelligence) system, thanks to which the data is integrated and modeled into specific information and presented in the form of reliable reports in order to analyze the work environment. In addition, QM system processes, i.e. Quality Management, are extremely important, as they help to record calls (recorders), search for specific phrases in a given service and, above all, support quality management in the call center, e.g. settling the working time of consultants, which allows measuring their productivity.
The implementation of individual call center systems generates a high index of customer service quality, quick responses to his inquiries, sales efficiency, significantly reduces customer service costs and positively builds awareness of a given brand among consumers. Modern systems are also an excellent tool for competitive advantage in the industry, which works to the advantage of regular and new customers