Why Do Organizations Need To Build A Technical Network For Themselves?

No doubt, the growth of technology has helped us in every sphere of life; be it personal or professional. We see a new technology entering the market every other day. It indeed takes seconds for a new technology to become the trend of the industry. This certainly holds good for every industry irrespective of its scope and area. Even the call center industry is not an exception to this phenomenon.

All of us accept that the role of a contact center is no longer limited to providing answering services to people. There are so many other means of communication like online chat, email and even social media. Most of the customers are utilizing these new communication mediums in their everyday lives. This has forced companies in the call center industry to deploy such communication techniques. The dependence of call centers on technology is evident from the extensive use of technology in this industry. When the term “call center technology” was coined, people hardly realized that the technology would get replaced every other day.

Let us examine the role and importance technology in the context of call center industry.

• Integration: The phenomenon of outsourcing has made call centers more important than ever before. In addition, the need for customer assistance via several platforms has widened the horizons of organizations. No longer is an organization limited to providing customer support through a particular medium. Therefore, there is a need for a single technology that integrates different media and brings uniformity to the process. This was what gave rise to a new platform named CTI or Computer Telephony Integration. The majority of call centers has already deployed this technology.

• Efficiency: Cut-throat competition in the market and increase in business needs has made the use of technology important. This holds good for companies providing both outbound and inbound services. So, the adoption of strategies that facilitate efficient management of calls has become the need of the hour.

• Improvement in customer service: Customers are the ones that are responsible for the success of any organization. It often happens that the acquisition of new customers forces organizations to ignore the existing customers. Moreover, the widespread use of technology has given customers enough of choices. Obviously, a customer would not wait when he has a plethora of options available to him. This has forced call centers to build a competitive advantage in the form of technology.

• Competitive advantage: In a competitive business environment every company wants to eat into the share of its counterpart. Organizations need to expand their market base by hook or by crook. Most companies use contact centers to reach out to more prospective clients. Efficient use of modern technology often comes to the rescue of organizations. Moreover, innovation acts as an added advantage.

Any customer who calls up a contact center is looking forward to the solution to his problem. Not only this, time have constraints played an important role in the life of everyone. While a call center executive has a number of customers to attend, a customer at the other end might not have the time to hold on the call for long. Who knows a company might end up losing a valuable customer simply because a call was not picked up? This is exactly where innovative technology such as Interactive Voice Response finds usage.

Alicia Gray is a technical graduate who has been working in the contact center industry for the last five years. Due to her long association with the industry, she knows and understands how important call center technology is for the industry. Over the years, she has worked in a number of call center companies and added to her professional skills.