The need to handle communication at scale is stronger than ever. And a number of trends are improving the level of service organizations can access through call centers. A range of advanced technologies and new, innovative practices are transforming customer support in nearly every industry.
Most businesses are feeling the need to streamline their customer conversations and support. This is why, in the months and years ahead, a variety of tools will combine to help call center agents manage conversations – and enable businesses to provide better, faster and more accurate services.
1. Remote, Integrated Customer Service Solutions
Cloud-based services aren’t exactly new. But more and more, organizations across industries are using remote, integrated services to streamline conversations with customers in order to enhance their delivery of services. This focus on communication will essentially speed up the time it takes to respond to customer queries from a single remote location.
One example of this trend is in omnichannel customer services, which integrate different channels of information through a given system, enabling businesses to simplify the customer experience. Newer software systems provide customer service representatives with consolidated information on each individual, ultimately saving time on both ends.
2. Use of IT and IP Telephony Support
IP telephony – or internet protocol telephony – is an umbrella term that includes VoIP and other services. It’s a more advanced way that call centers can communicate using the internet. The potential benefits are many:
Lower Overhead Costs for Clients
Clients won’t require any specific hardware or maintenance to tap into remote call center services.
Well-Trained Agents + Seamless Support
As long as the support center has a stable wifi connection and well-trained agents, a whole range of support services can be provided quickly and seamlessly.
Small Operational Budget & Reduction in On-Site IT Needed
This use of technology will continue to translate to saved dollars for the growing number of organizations that outsource their support needs. The best remote call centers will have their own IT, which limits tech issues on your end.
Focus Shift to Most Important Businesses Needs
Service centers like Lighthouse Enterprises will handle IT and telephony support so you can get back to your most important business needs.
3. More Customizable Customer Support Options
Your customer’s time is precious. That’s why one of the hottest support options is a hybrid solution that sends overflow calls to a separate call center, while you still benefit from the resources you have. In a matter of seconds, if a rep is unavailable, the call automatically gets transferred to a qualified agent with access to all of the same information.
4. State-of-the-Art Software Attracting More Qualified, Passionate Call Center Agents
When technology was older and services more traditional, there was a limit to the types of people who could provide call center services. But newer tools and software have opened the doors to a whole generation of dedicated call center agents, giving them access to careers they love.
At Lighthouse, visually impaired agents have access to JAWS (Job Access with Speech), software that uses complex keyboard shortcuts so they can manage applications more quickly and efficiently. Not only are they top-performing agents, but ongoing training ensures better outcomes for clients, as well.
5. Less Turnover Translating to Bigger Returns
This one may surprise a few folks, as it is not based on any new technology but a different way of thinking about customer service. An organization that brings out excellence in its agents will be committed to providing quick and efficient solutions for all your customer needs. When combined with the above changes, this has the effect of reducing confusion a customer might otherwise experience.
Turnover in this industry remains stubbornly high. But because agents at a place like Lighthouse receive specialized services, have unique career opportunities, and love what they do, the center sees a fraction of the turnover experienced at standard call centers.
Want Higher Efficiency in the New Year? Outsource Call Needs to Lighthouse Enterprises
At Lighthouse Enterprises, our commitment to continuing training – which results in a historically low turnover rate – sets us apart in the contact center industry. This dedication among our workforce allows us to hone advanced skills, enabling your customers to receive consistently top-notch service.
Ready to take your customer support service to the next level? Contact Lighthouse Enterprises for a free consultation today.