Technology Used in Call Center
Technology
Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
These include ;
ACW (After call work)
ACD (automatic call distribution)
- In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system.
Agent performance analytics
Automated surveys -are used to gain customer feedback through the internet and via the telephone. Automated surveys are particularly used for customer research purposes in call centre for customer relationship management and performance management purposes. They are also used for market research and job satisfaction surveys.
BTTC (best time to call)/ Outbound call optimization
IVR (interactive voice response) - In telephony, interactive voice response, or IVR, is a computerized system that allows a person, typically a telephone caller, to select options from a voice menu and otherwise interact with the computer phone system. Generally the system plays a pre-recorded voice prompt and the caller presses a number on a telephone keypad to select an option - i.e. "press 1 for yes, press 2 for no". Some IVR systems can also recognize the caller's simple spoken answer such as "yes", "no", or a number as a valid response to the voice prompt.
Guided Speech IVR - The Guided Speech IVR approach for call centers is a hybrid model that integrates live call center agents with all the advancements of speech in a new real-time approach for callers. This new approach creates a "safety-net", as the new role for the agent as a guide who assists the automation invisibly helps the caller using human intelligence
Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
These include ;
ACW (After call work)
ACD (automatic call distribution)
- In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system.
Agent performance analytics
Automated surveys -are used to gain customer feedback through the internet and via the telephone. Automated surveys are particularly used for customer research purposes in call centre for customer relationship management and performance management purposes. They are also used for market research and job satisfaction surveys.
BTTC (best time to call)/ Outbound call optimization
IVR (interactive voice response) - In telephony, interactive voice response, or IVR, is a computerized system that allows a person, typically a telephone caller, to select options from a voice menu and otherwise interact with the computer phone system. Generally the system plays a pre-recorded voice prompt and the caller presses a number on a telephone keypad to select an option - i.e. "press 1 for yes, press 2 for no". Some IVR systems can also recognize the caller's simple spoken answer such as "yes", "no", or a number as a valid response to the voice prompt.
Guided Speech IVR - The Guided Speech IVR approach for call centers is a hybrid model that integrates live call center agents with all the advancements of speech in a new real-time approach for callers. This new approach creates a "safety-net", as the new role for the agent as a guide who assists the automation invisibly helps the caller using human intelligence