How Call Center Technology Increases Customer Satisfaction

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  • 0:56 Examples
  • 2:36 Lesson Summary
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Lesson Transcript
Instructor: Amber Dixon

Amber works with graduate students enrolled in a virtual program and has a Master's of Social Work degree.

This lesson will review the customer service benefits of utilizing technology in call center operations. Learn how technology like the automated intelligent routing system and call recording features can help ensure happy customers.

Benefits of Call Center Technology

Customers have high standards of service, which means call center customer care must be nearly flawless. Excellent customer service is responding in a timely, accurate, and personalized manner during each customer interaction. Technology can help customer service representatives be quick and knowledgeable with just a few keystrokes. Let's take a look at the benefits of technology in a call center setting.

  • Customers no longer need to repeat their personal information and account details multiple times, when customer service staff can access it from computer software.
  • Call center staff are able to identify the customer's name and contact information before they accept the call.
  • Customer service representatives can answer calls quickly, without having to toggle between the computer and phone, by using technology that allows phone calls to be answered on the computer.

Examples of Call Center Technology

Automated Intelligent routing systems can enhance customer service in various ways, by automatically taking a customer to the representative that they had previously spoken to on the phone. This provides consistency for the customer, reducing the need to repeat details, and resolving their concerns more quickly.

Let's look at an example. Annie spoke with a representative about the discrepancy in the charges on her account. Annie was making progress with the representative in getting her issue resolved, when the phone call was suddenly disconnected.

Annie called the phone number back, and was surprised when she was connected to the representative who was previously assisting her. She was relieved to not have to start from the beginning again. The use of automated intelligent routing systems provided Annie the ability to speak to a representative familiar with her account details and the progress that had already been made.

Let's take a look at some additional technologies that are commonly used by call center staff to enhance customer service relationships:

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