Software Technology

4 Pieces of Call Center Technology You Should Embrace This Quarter

Keeping up with technology feels like an impossible task. Almost every day, there’s a new product on the market planning to make your customer service agents quicker, your clientele happier, and your business more profitable. But if you’re constantly chasing the next big thing, you may lose sight of your company’s core values and confuse your customers. Instead, your customer service technology stack should be something you feel confident using. You don’t need to implement every new software or be continuously changing things up.

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That being said, if you’re too resistant to embracing technology in your customer service efforts, you may get left behind with the times. The truth is, there are a lot of great pieces of software that can help your call center thrive, and not exploring them would be a mistake. Although the old-fashioned customer service standards like paying attention to your clientele, serving them through your products and services, and always being respectful will never go out of style, call center technology can help you do those things even better. Just remember to focus on what your company’s needs are, your company’s goals are, your company’s budget is, and your company’s clients want.

Here are four pieces of call center technology you should consider embracing this quarter. These are technologies that aren’t just interesting or flashy—they’ll truly help you better serve your customers, which is the name of the game.

Callback Software

Nearly every customer service department has the goal of helping its customers efficiently. After all, nobody likes wasted time—for you or the customer. By implementing callback software, you can allow customers to enter in a time they’d like to be called back and then go about their day instead of sitting for hours with a phone pressed to their ear and obnoxious music playing. Callback software can also take some of the pressure off your agents—because they know customers will get a call back at a time that’s convenient for them, they’ll feel less stressed or hurried and will be able to focus more thoroughly on the customer they’re speaking with. It can also help keep your sales funnel moving, as potential customers won’t get bored waiting for an agent to pick up and decide to simply end the call. A good callback software will keep more potential customers in that pipeline. Callback software isn’t difficult to implement, and there are many available options. By calling your customers back instead of making them wait on hold, it saves everyone time and will help your customers see how much they’re valued.

Voice-to-Text Software

Voice-to-text software is a simple way to transcribe your phone calls. Having a written version of your agents’ calls with customers can be hugely helpful. First of all, it makes conversations easier to search. Say you get into a scenario in which you need to find a conversation about a particular product malfunction—you can simply type in the phrase you’re looking for and find all of the recorded conversations with that phrase. Different agents may have different shorthand note-taking traits, but by implementing a voice-to-text software, you’ll be able to streamline the call recording process and ensure that every customer’s situation is recorded in detail. You can also set up many pieces of voice-to-text software to automatically be uploaded to your customers’ profiles in your customer relationship manager. It also helps agents stay thorough—instead of frantically typing notes, they can focus on listening to the customer, knowing that the entire conversation will be written down for them in case they or someone else needs to reference it later. Transcriptions of conversations can also be helpful when it comes to remembering what was said to a customer—you can avoid the sticky situation of clients insisting they were promised a discount when they weren’t! Just make sure no security-sensitive information is recorded, which leads us to our next point.

Agent-Monitoring Software

With more and more customer service agents working remotely, having software that can track what your customer service agents are doing may prove invaluable. Of course you trust your employees, but by implementing a software that monitors their work activity, you’ll be able to see how efficiently they’re using their time and set some goals to help them improve. Customer care quality doesn’t begin or end with the customer’s phone call—it involves how the agent utilizes his or her time. Agent-monitoring software allows you to ensure quality control and help your agents be the very best at their job. Particularly if your company is large, or if you’re overseeing a high number of customer service agents, agent-monitoring software will help you keep on top of any potential problems or red flags without needing to individually check in with every single agent on a regular basis. Agent-monitoring software can do that job for you by highlighting any agents who need a little extra attention.

Q&A Masking Software  

One of the main security risks for a customer service call center is the auditory Q&A process. If you ask a customer for any kind of identifying information, like a Social Security number, an address, or an ID number, you open your business up to a major security risk. By implementing software that allows a customer to instead type these on a dial pad, you’ll be much more secure in your information and cut back on the possibility of criminal hackers. Making vulnerable data less accessible is essential for any call center. The last thing you want is for your customers’ information to be hacked. It’s obviously bad for customers, and it will reflect poorly on your business, as well. If you’re going to invest in one area, it should be data security. You owe it to your customers to keep their identities and information protected.