GoResponse Telephone Answering Service Staff

Important methods to improve customer services via automation in call centres

Telephone answering services are always looking for new ways to increase their customer service quality, and with 2013 being the year of consumer care, it is important to get it right.  People are demanding better services than ever before, and for call centres wanting to make a difference, there are a number of steps to take.

Installing a predictive dialler into a customer relationship management (CRM) database can have a huge positive effect for call centres.  This can maximise the quality and number of calls, and allow agents to provide top notch care to customers.

Automating outbound calls might seem like a bad idea for customer service, but it can work.  By having a dialler utilising CRM data, customers can be targeted specifically so they only get calls they are interested in.  In addition, by adding an automatic email and SMS message sender, customers can be sent a quick summary of the conversation so they have all the details at their fingertips.  Both lining up calls and sending messages takes up agents’ time, so having it done automatically can be of huge benefit.

For call centres wanting to improve their results, automating follow-ups and call-backs are also an extremely good idea.  It is also vital to improve customer service, particularly if a consumer has asked to be called back at a more convenient time.

Some executives might worry that automating services will risk a loss in quality customer care.  However, the opposite can often be true, providing better care and a positive experience to clients.

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