Technology is becoming an increasingly important part of call centers. Operational efficiencies and achieving reduced costs while maintaining customer satisfaction have become the top strategic goals for executives. In fact, 80 percent of executives surveyed stated that digital solutions are the most important strategic initiative over the next five years. Of customer care executives surveyed, 57 percent reported that call reduction was the top priority for the next five years. They are attempting to reduce call volume by pushing individuals to the web for self-service information, using call center technology.
There are many ways to achieve call reduction, and businesses are finding more innovative ways to use technology to improve their call center’s efficiency. In this blog post, we will discuss four technologies that can be used in call reduction strategies. We will also discuss the benefits and pitfalls of using technology for call reduction. Keep reading to learn more!
Using call center technology for call reduction
The first call reduction technology we will discuss is Dynamic Speech-enabled IVR. This technology enables call centers to route callers to the right resources based on their initial responses and questions, reducing call times and call transfers while simultaneously providing customers with a more personalized experience. Additionally, Natural Language Processing (NLP) can be used in combination with the IVR to provide callers with more accurate, personalized results.
Next, customer-centric web self-service is an effective way to reduce call volume. Providing FAQs that are visible and relevant can help customers find the information they need without having to call in. Additionally, marketing these FAQs effectively via messages when customers reach out can also help reduce call volume.
Smart mobile self-service is also becoming increasingly important as the smartphone becomes a prevalent part of everyone’s lives. Many call centers are now investing in mobile apps that can provide customers with immediate access to the information they need, reducing call volume and call times.
Finally, call centers are also building social customer communities where customers can answer other customers’ questions and build brand loyalty via interaction with their peers. This also helps reduce call center pressure by allowing callers to find the information they need quickly in a more casual setting.
Why call center technology won’t solve everything
These call reduction strategies can be extremely effective, but there are some potential pitfalls as well. For example, call reduction strategies can result in a reduction of call center revenue if they are not implemented correctly. Additionally, if the call center technology is not easy to use or customer-friendly, customers may be frustrated and more likely to call instead of using self-service options.
One of the pitfalls health care organizations can fall into is pushing hard on web self-service without accounting for their customer needs. For example, if most calls come while a customer is on their cell phone during a medical need, then they will find having to navigate a website difficult and irritating. Not only will they contact the call center, but they will also call more agitated and prepared to escalate.
It is important that call centers carefully consider these pitfalls when implementing their call reduction strategies. Combining call center technology with key call-centric metrics can result in call reduction and increased efficiencies. However, executives need to make sure they are not expecting one digital solution to solve all problems; as different customers require varying levels of assistance.
In conclusion, call center technology can be an effective way to reduce call volumes and increase operational efficiency. However, it is important to carefully consider the benefits and pitfalls before implementing call reduction strategies. By using the call reduction strategies discussed in this blog post, call centers can reduce call volumes while maintaining customer satisfaction.
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