When you hire out your customer service department to a call center, you want your business partner to handle a high call volume with practiced efficiency. There is no doubt that the BPO company you have onboard should have the latest equipment and software to tackle your business calls and process them without any flaws. Primarily speaking, there are two different kinds of software used at call centers. One is the IVR, or the Interactive Voice Response software. Here, the callers are allowed to choose from a list of options. This cuts down on the call time because the callers can immediately go to the section they want information from. There is no need to speak to live agents, unless the caller insists on it.
The other type of call center software is the CTI, or the Computer Telephony Integration. In this system, the telemarketing calls are routed through a computer. When the calls come through, the BPO agents can check the required information about the caller on their computer screens. They can easily find out what kind of material they are looking for to answer those calls. The information bank is at their disposal. This helps the telemarketing services to be more precise and accurate in their information dissemination. It also reduces the hold time for the callers and they get their answers promptly.
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