8 Reasons to Upgrade Your Contact Center Technology

    More and more companies are migrating from their legacy TDM call center solutions to take advantage of the capabilities that VoIP offers. Here are eight reasons to consider making the switch.

    1. More ways to communicate with customers. “There’s a shift in the market toward multichannel contact centers that give your customers a choice in how they want to communicate with you,” says Glenn Ala, Mitel contact center solutions manager. Upgrading allows you to add non-voice communications, including SMS, email, web chat and even social media interactions.

    2. Hone your workforce: With Mitel’s agent scorecarding feature a manager can listen in on an agent’s call and actually coach him or her through it.

    3. Gain insight about your customers. The agent scorecarding feature also offers speech analytics that transcribe every call so you can perform keyword searches to monitor your agents (e.g. see how many times they’ve mentioned a certain offer) and learn more about your customers’ hot buttons.

    4. Integrate outbound technology. Even if you’re not in a traditional outbound business like telemarketing or debt collection, you can still use outbound technology for alerts and notifications to improve customer service. “Let your customer know their flight time has changed or alert them about potential credit card fraud,” Ala says. Outbound can also be useful for gaining customer feedback.

    5. Measure your effectiveness. Beyond monitoring and reporting on agent and call activities, upgrading also allows you to implement post-call or post-chat surveys. “You can garner crucial feedback on the customer service your call center is providing, and make improvements based on that feedback,” Ala says.

    6. Implement voice callbacks. Also known as virtual queuing, this enables your customer to dial out of queue, leave a callback number and go about their business until you call them back—all without losing their place in the queue. It also helps reduce your trunk density. “If people use this feature, you’ll have fewer trunks because there are fewer queued callers waiting,” Ala says.

    7. Add remote agents. “In the old TDM world, adding agents was cost-prohibitive, but with the advent of VoIP, it’s become easy to implement a virtual call center,” Ala says. This allows agents who may be dispersed regionally, nationally or even internationally to behave as if they’re in the same agent group and skill group—ensuring the call gets to the most appropriately skilled agent every time.

    8. Enhanced resilience. Because of the way an IP network functions, any one of the controllers in any region can back up another. “So if your Toronto agents’ controller goes down, they would be able to fail over and work on the controller with your Florida agents,” Ala says. “The phones would automatically rehome and connect to the other controller.”

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