The call center technologies ease and add more to the service delivered. The best call center in Kolkata embraces advanced and innovative technologies to deliver uncompromisingly.
The blog pinpoints and precisely discusses the popular contact center technologies crucial to serving better.
Call Center Technology
It covers the tools and a range of technologies (both software and hardware) used by contact centers (inbound, outbound, chat support, and others).
It helps to handle the calls more efficiently and save time. Also, it assists in recording, organizing, and accessing data systematically.
Key Technologies That Upgrade Call Center Services in Kolkata
With rising globalization and digitization, agencies in Kolkata also explore top-rated technological components to survive the competition. Let’s have a look here-
VoIP
Voice Over Internet Protocol or Internet Calling replaces traditional phone lines for commercial phone services. Agents can either use desk phones or an app (downloaded in the system or smartphone) to make calls.
CTI – COMPUTER TELEPHONY INTEGRATION
This technology can monitor desktop interactions. It integrates the telephone systems of the center with their business software. In brief, the agents can check and handle calls via their system screen only. Call center services in Kolkata
SCREEN POP
A window pops up on the system screen when an inbound call arrives. It displays the call details, including the caller’s name, contact details, interaction history, purchase history, helpdesk tickets, account value, etc. Call center services in Kolkata become easier to dispense with its inclusion.
IVR – INTERACTIVE VOICE RESPONSE
It enables a caller to access information and navigate their handset via the use of voice (pre-recorded message) before speaking to an agent. The interaction medium can be the touch-tone keypad, voice speech, or AI.
CRM
Call Center CRM enables agents to receive/make calls, track call numbers, and get a full view of the customer’s interest. It facilitates recording customer interactions systematically.
VOICE BIOMETRICS
The best international call center in Kolkata or anywhere focuses on serving customers, not entertaining fraudsters. It authenticates the identity of the speaker.
QUALITY MANAGEMENT
The tools and technology here allow managers to check, track and monitor the performance of the agents. Also, let them check if the agents follow the internal policies and processes.
UNIVERSAL QUEUING
The tool allows the contact center to assemble all its customers (whether approached via calls, chat, emails, social media) into a single waiting list. It keeps complications and confusion at bay.
PREDICTIVE DIALER
Predictive Dialer supports automatically dialing from the contact number list. It predicts voicemail messages, no answer calls, busy signals, and disconnected contact numbers at ease. Filter them and then connect the calls to an agent.
ACD – AUTOMATIC CALL DISTRIBUTOR
This technological component automatically answers the incoming calls and routes them to the agent or a particular terminal group, which can best handle the conversation. ACD supports managing a massive volume of incoming calls.
VoIP SOFTPHONES
For remote call centers (getting widespread during the ongoing pandemic situation), this device allows attending calls via personal computer/smartphone.
Finally
All these technologies and technological devices contribute towards boosting the overall efficiency of the agents.
V3 Outsourcing Solutions implement these and more to maximize its efficiency.