Running a call center can be an expensive business. Not to mention the many issues that can come up when dealing with clients and trying to expedite service. To help you manage your call center better you need a call center solution that helps make things run smoother.
Reasons You Need Call Center Solutions
A call center is a place of action. The whole goal is to assist customers, keep calls flowing and make the best use possible of your staff. You can not do that when you are using call center systems that are out of date. You need to make use of technological innovations in a call center solution that can help you do a better job.
The costs involved with running a call center can be large. Time and money go hand in hand, so if you find a better way to manage time, you can then reduce costs. A call center solution can do that for you.
Call center systems allow you to stop the frustration involved with long hold times and misplaced or misdirected calls. A good system will allow you to drastically improve your level of customer service.
A system will let your staff focus on those callers that need attention without the worry about other customers sitting on hold or wasting time answering common, simple questions or directing calls. The automated system will let calls be routed and let customers use automated menus to get the answers they need.
Overall, a system will allow you to increase productivity of your staff, reduce costs and increase the amount of service you can provide every day.
Function Of A Call Center System
A call center system works through an automated, voice recognition program. When a customer calls in, they are routed through the system to whomever they need or to the answer to their question. Systems can be set up to allow a customer to check their account status, reach a specific extension or leave a message.
These systems also allow you to set it up with a real human voice instead of an automated, computer voice. This sets a personal tone and immediately puts callers at ease.
The system can answer numerous calls at one time without putting anyone on hold. Additionally, the system is able to operate 24 hours a day, 7 days a week.
Tips For Choosing A System
Choosing the right call center solutions is a matter of knowing your customer’s needs. You have to anticipate what they will need when calling in and put together a system that will work. You also have to know how well your customers will respond to an automated system. Make sure the system you choose is compatible to your customer’s abilities. Get a system that is user friendly.
The right call center solution will take your business to a whole new level. You can completely change your business for the better. Customers will benefit, employees will benefit and your business will benefit. It is a great solution to common call center issues.
Etisalat received the customer care award because of their excellent customer service which even met the highest of international standards.
Because Etisalat has such a strong corporate culture and are also very passionate about their customers receiving the best service possible it is no wonder that they were given this prestigious award.
It was presented to them by the chairman of the Middle East Excellence Awards Institute, Mr. Ali Al Kamel.
As part of their company policy, Etisalat ensures that whenever new employees join the company they immediately become part of the company’s quality mandate. This is achieved through understandable and very highly structured procedures that are followed. These procedures enable the managers to ensure that the systems in place are able to assist the staff so that they will give their best service possible.
Chief Corporate Affairs Officer of Etisalat, Mr. Nasser bin Obood was the one who received the award from the undersecretary of the Abu Dhabi Economic Development Department at the seventh GCC Government and Business Customer Care Conference which was held at the Burj al Arab.
When choosing the recipient of the award the panel of judges bases their decision on a number of different factors. These include quality of service, the company’s ability to make good use of modern services in an attempt to enhance their customer’s experiences. Besides being held in order to motivate companies to perform to ever higher levels of excellence, the awards also motivate them to render quality services and to strive to ensure that their customers receive the best in customer care. Of course, the awards also help to illustrate just how important this is for the regional economy.
Etisalat puts its customers first. As a customer of theirs you can expect great convenience whether at their retail outlets or when making use of their customer care operations. Even their twenty-four hour customer call center makes use of the latest in interactive voice response (IVR) technology.
But Etisalat has carried its customer care quality even further by launching an e-support package online. This package can be downloaded from their web site and it deals with Internet problems and solutions. This saves the customer from having to contact the call center or having to go to one of their business centers for assistance. Saving the customer both time and effort.
Etisalat has received other awards besides the one already mentioned. In the Middle East this company holds the title of Best Operator and has done so a total of five times in only three years. It also holds the title for Best International Carrier in the world, an award it was given at the World Communications Awards.
As a result of the expert leadership and commitment to strive for excellence, Etisalat is now one of the world’s largest operators, with subsidiaries in eighteen other countries.
After making speech a part of their call center operations, Nuance Communications has claimed that their client, British Airways, is now making significant financial rewards. The British Airways said that their Nuance-powered flight information line, which permits callers to speak of their flight numbers as well as access gate number and departure times, has significantly lowered the airline’s call center cost by about 95%.
Furthermore, the speech system has aided the British Airways to save by cutting down its cost-per-call from $3.00 to only $0.16. The British Airways flight information line was developed by Nuance and partner Aspect Communications and has been implemented for only 16 weeks.
Within six months, the British Airways had a 100% return on investment. The airlines’ voice driven flight information system deals with approximately 12,000 clients calls per day and had achieved the benchmark for the two-million-call in December 2002. Before setting up the speech program, the airlines had maintained 128 telephone numbers to carry its different call center locations, which is a costly and complex plan. With the implementation of Nuance speech solutions, the British Airways was able to lessen its number of customer service lines into just 3: the reservation, flight information and customer service.
The Nuance speech-based customer information system is one of British Airways’ $960 million multi-platform customer service’s main components. In addition to the functionality of the airline’s customer-facing voice system, a professional and welcoming persona, “Claire” is the voice behind the speech recognition system. “Claire” was especially created to mirror the British Airways’ brand. “Claire” is easy to understand and intelligent; providing arrival and departure information for the airlines’ flights and one world connections. “Claire” is also able efficiently to route callers to live agents in emergency cases or if a flight is delayed or canceled.
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