Key Technology Used at Call Centers

For a growing number of small businesses, it makes sense to outsource customer service functions to call centers that utilize cutting-edge communication technologies. In addition, call center agents undergo rigorous training that equips them with the technical and soft skills necessary for providing excellent service. Consequently, small business owners get to save on equipment, training, and recruitment costs.

A standard feature in most call center facilities is the Automatic Call Distributor (ACD), a system that manages multiple call queues and routes incoming calls to the appropriate departments as efficiently as possible. An ACD may appear to have a trivial function, but it ultimately helps improve productivity since it regulates agents’ workloads based on their performance. Most businesses have a hard time evaluating the performance of their agents. Poorly evaluated agents, after all, may be assigned more calls than they could handle, which often leads to greater stress and subpar performance.

Call centers also utilize Customer Relationship Management (CRM) systems. This tool allows agents to access customer records and make the necessary changes or address data discrepancies as needed. At the same time, agents can record a customer’s call history, data that a small business can then use to address specific concerns in a more personalized manner.

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