Improving Call Centers Through Technology



Technology is critical to the operations of a call center. In 2021, call center customers expect great service and excellent experiences. Fortunately, the right call center technology can help agents and managers provide that efficiently and consistently.

Call center technology is sure to keep on advancing at break-neck speed. If your call center is keeping up with the latest call center trends, obvious results will appear in your customer experience surveys and customer service performance.

Boost Call Center Customer Satisfaction Through Technology

One important role of a call center is to ensure customers who call have a good and pleasant experience. With developing call center technologies, the customer experience can constantly improve. Customers can feel energized and happy after their call center interactions.

  • Interactive Voice Response (IVR) technology: This pre-recorded guide allows a customer to hear a menu when they first call a call center. This menu will help the customer gather information and get to their intended destination quickly and efficiently without having to spend ages on hold or transferring between agents.
  • Call Center Metrics: Business metrics for call centers keep track of important information that indicates performance levels and important analytics. Metrics can include customer wait times, the number of active calls, customer satisfaction, and more.
  • Outbound and Inbound Calling: The best call centers know how to utilize their agents effectively. If an agent is better at handling outbound calls, that agent can focus on that while other agents can handle inbound calls. This blend of outbound and inbound call flow boosts productivity and overall performance.

It is no surprise that advancing technology goes hand in hand with ever-increasing customer demands. Fortunately, a call center can stay ahead of the curve by taking advantage of the vast amount of useful technology available.

Artificial Intelligence Technology Is Increasing in Popularity

Conversational AI is going to feature strongly in call centers in the very near future. Examples of conversational AI include chatbots that can actually hold conversations with customers over text windows online or over the phone. These AI bots can understand language (multiple languages, in fact) and respond appropriately to whatever a customer says.

This kind of technology is very different from speaking with a basic robot and answering yes-or-no questions. Instead, conversational AI processes a customer’s words and determines how to respond in a natural and personalized way. Conversational AI is likely to save businesses billions annually and make it easy to scale teams.

It is true that some customers prefer to call and speak to a human being. Certain demographics want human-to-human connections in order to feel heard. However, AI technology has incredible capabilities, especially in the call center and customer service spheres.

Call center AIs can do more than simply respond to customer inquiries. AI-powered machine learning allows for customers’ specific needs to be met in useful, nuanced ways. An AI can analyze a customer’s voice, speech patterns, and spoken words. If a customer’s voice becomes raised or strained, it becomes clear that an issue has arisen.

Additionally, an AI can rate a call center agent’s performance based on the agent’s speech patterns, as well. No one is perfect and “uhs,” are common in most people’s vocabulary. However, an AI that keeps track of call quality can help agents improve over time and boost customers’ experiences when they call.

Omnichannel Technology Is a Must for Discerning Customers

Not all call center customers today want to actually pick up a telephone and call. If a call center utilizes omnichannel software technology, a customer can reach that call center to ask questions, make suggestions, get information about specific products, and much more through several different channels.

  • Traditional telephone calls
  • Text messages
  • Email
  • Social media
  • Live chat

All of these different channels work together so a customer’s conversation can be picked up through one avenue and continued in another. Additionally, call center agents can see the entire conversation history across all channels so a customer’s solution can be found quickly. Many younger customers prefer other types of communication over phone calls. Omnichannel technology is a must in today’s modern world.

About Endicott Call Centers

Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.

Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:

  • Highly-trained, professional Agents & Receptionists
  • Customized scripts
  • Live agents 24 hours a day
  • 100% US-based locations
  • English & Spanish Speaking Agents
  • HIPAA-compliant For Medical Support
  • 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries.
  • Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively

Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your customers and employees seek from your company.