According to a recent Salesforce report, 80% of customers believe the experience you provide is as important as your services or products. Yes, that’s 80%. They want personalized services from companies that know them and understand their needs. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong.
At TeleDirect, we use call center technology to create a seamless experience that your customers remember. When they call, we know their history, name, pain points and how we can best serve them. When we call them, we know your services or products that could improve their lives. They’re impressed that we remember them, contact them for feedback and that our communications are heartfelt across multiple channels. How do we manage this as a national business process outsourcer? Through advanced call center technology.
Let’s explore our integrated technology stack and how it benefits your business.
What Is Call Center Technology
Call center technology is the software and hardware we use to ensure your customers experience outstanding service and you increase your revenue. The answer to “What is call center technology?” has changed dramatically over the years. Call centers started with using traditional phone lines, which morphed into VoiP and interactive voice response (IVR). Today’s advanced call center technology goes much further and includes cloud-based software solutions, artificial intelligence, predictive analytics and omnichannel capabilities.
The Role of Call Center Technologies in Meeting Customer Expectations
Today, more than ever, a business’s success relies on establishing and growing existing client relationships rather than emphasizing the acquisition of new customers. These customers want a personalized experience and companies that know their preferences. Unfortunately, according to Salesforce, it’s a challenge businesses find hard to meet. The same report found that over 60% of customers feel they’re treated as numbers rather than people.
The latest call center technologies change that.
The advanced call center technology we incorporate provides nearly instant access to your customer’s historical data, ensuring concierge-level support and no repetitive questions. This data is also instantly available to you and your team.
Today’s customers are also expecting cohesive and interconnected communications across multiple channels. At TeleDirect, we use our call center tech to connect with clients by email, social media, text, live chat and phone. All communications are captured in one place and align with your brand’s voice and the customer’s previous experience.
Key Features of Our Advanced Call Center Technology
The following represent a few of the many call center technologies we incorporate.
One of the integration capabilities essential for customer engagement is a connected customer relationship management (CRM) tool. This call center technology allows for seamless support, enabling your team and ours to stay informed about your customers’ needs. It gives a comprehensive view of each client, supplying essential data we use to tailor their experience.
Every person, including our agents and your sales team, should have access to the same information about every customer, using it to provide customized offers and proactive outreach. This integration ensures consistent communication along every customer’s touch point, engaging and providing them with the level of service that makes them brand ambassadors.
At TeleDirect, we use the Salesforce CRM system, the industry leader. As soon as your customer calls, a display pops up on the screen with the caller’s information, enabling us to greet them by name and gain access to their history. The platform records the interaction and automatically logs the information into the system.
Real-Time Analytics and Reporting
Businesses in nearly every industry use data and predictive analytics to understand customer behavior and forecast outcomes. Analyzing this data enables them to proactively engage, providing the right offer at the right time. They can also determine expected demand to help improve customer service.
Our CRM integrates with our call center software and phone system, enabling comprehensive analytics and accurate customer journey mapping. This integration allows us to predict your customers’ needs, recommend the appropriate solutions and offer a more personalized experience.
At TeleDirect, we analyze and share these real-time analytics and metrics with you. Innovative call center technology enables us to track key performance indicators (KPIs), such as average call times, agent sales and first-call resolution rates. Net performance and customer effort scores measure your customer’s brand loyalty and satisfaction.
Advanced Scripting Tools
Advanced scripting tools help agents respond to a prospect or customer, ensuring leads are captured and potential clients are moved along the sales funnel in the most efficient manner. Unlike scripts that agents read verbatim and can have a robotic cadence, our expertly trained U.S.-based agents use these customizable scripts with multiple options to ensure a good impression and enhance customer service. No detail is missed, and every conversation is personable and professional.
Cloud Call Center Support
Thanks to the cloud, you can access your company’s customized dashboard and reports from anywhere. Do you want to know why there is an uptick in calls during a certain period? Was it in response to direct marketing or a product glitch? Your company won’t need to spend money on additional software or IT support to find out. Instead, you benefit from access to our cloud-based call center platform that seamlessly integrates with our workforce.
Working with a cloud call center also gives your company flexibility, letting you use our services only when needed. This adaptability reduces costs during the slow season and takes advantage of our expertise during peak seasons. With a scalable solution, you can use the services that best fill your needs now, knowing we’re with you for the long haul, scaling and adapting to meet your needs as your company grows.
Emerging Innovative Call Center Technology Shaping the Future of Call Centers
These call center technology tools are exceptional platforms that enable our agents to perform at their peak. However, when integrated and used together, they can take your business to the next level. The result is exceptional customer experiences, improved efficiencies, enhanced collaboration and increased sales.
Never wonder if your data is current or if you have let a customer slip through the cracks. At TeleDirect, we have your back, ensuring customer care that ignites passion and excites them about their experiences.
To learn more about working with our expert agents or to schedule a consultation, contact TeleDirect today.
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.