Advanced call centre technology everyone should know!

In different call centres worldwide, an essential part of providing exceptional customer service involves using advanced call centre technology. As technology advances, so do call centres’ tools and techniques used. But it’s not always easy to know what the latest and greatest improvements are and how they might benefit your business in the long run. Advanced call centre technology can make your business much more profitable, but only if you effectively understand how to integrate it into your business model. 

Technology doesn’t have to be complicated

It shouldn’t be difficult for customers to reach you, and it shouldn’t be hard for you to manage your agents. Advanced call centre solutions allow your agents to make themselves available, regardless of where they are or what device they’re using (including mobile phones, tablets, laptops). The good news is that you don’t need to hire an expensive consultant; there are plenty of affordable third-party tools that can help you start. Once you start looking into these tools, it won’t take long to realize how much easier life can be with advanced technologies. 

Because there are so many technologies out there, choosing one that fits your company’s unique needs can be quite a task. What’s more, while most people don’t realize it, every piece of software you choose will have implications for your business. However, one important statistic is that the average attrition cost per employee, according to McKinsey, is $10K–$21K. So, it is cheaper to invest in technology than only in human capital. To make sure you get what you need without getting more than you bargained for, make sure to consider these three things before choosing your new system:

  • how advanced it is, 
  • how scalable it is, 
  • and its longevity. 

As long as your system scores well in all three categories, you’ll find yourself with call centre technology that works.

What is advanced call centre technology?

A call centre is one of your most important business resources. It’s where prospects are converted into customers, complaints are fixed, and brand loyalty is nurtured. It’s also home to some of your highest-cost employees. That’s why it’s so important to invest in high-tech systems that can help you keep top talent, save money on labour costs, and convert more calls into sales. Today, automation is the key. In a 2020 Deloitte survey, 73% of executives said they would pursue intelligent automation for their business, compared to only 58% in 2019.

So, here are five advanced call centre technologies every business owner should know:

#1 Artificial intelligence

One of the most exciting and (potentially) beneficial advances in call centre technology is artificial intelligence (AI). Artificial intelligence allows businesses to reduce costs and increase revenue by giving chatbots and virtual assistants decision-making capabilities. There’s no doubt that AI is here to stay, but it’s still a relatively new field; as such, there are some misconceptions that tend to confuse consumers. 

#2 Automatic call distributor (ACD)

This automated system answers incoming calls, then automatically transfers them to one of several available agents. Most ACDs have multiple programmable buttons to immediately transfer incoming calls to each agent’s extension. Agents can monitor their lines and transfer themselves out of an ACD queue. 

#3 Cloud solutions

Cloud-based solutions are an effective way to modernize a traditional call centre. Cloud services provide seamlessly, centralized management of your contact centre’s tools, hardware, and software—no need for additional staff or equipment. You can scale up or down as needed by simply adding or removing seats from your account online. This is ideal if you have seasonality in your business. 

#4 Voice over Internet Protocol (VoIP)

If you’re an organization that relies on phone calls for customer service or sales, then (VoIP) could be for you. VoIP is essentially a routing call system through your internet connection instead of through traditional phone lines. That means your voice quality is likely to be better, and because it’s cheaper, you can avoid higher long-distance fees. VoIP systems are particularly beneficial for organizations with multiple locations. In these systems, there are no phone lines involved. 50 or more employees can use one centralized VoIP account.

#5 Management and Analytics

With all of today’s focus on customer service and online ordering, it may seem that using a call centre to fill orders is less relevant than ever. Quite the opposite is true. Contact centres are more important now than ever before because they give us deeper insights into our customers’ needs and behaviours. You can deliver targeted messaging and cross-sell products and services directly to your customers through predictive analytics and management reporting.

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