How Self Serving Features Of A Call Center Solution Benefits Call Centers?

By Author: MIKE HUSSAIN
Total Articles: 64
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Nowadays, call center solutions have become more advanced and feature-rich. There are many amazing characteristics in these call center solutions, which make them ideal for any business focusing on improving customer satisfaction and sales. Along with providing features that can boost efficiency and productivity, the advanced call center solutions also offer self serving features.

What is self serving feature?
A call center solution leveraging the power of call center automation adds some features that automate certain operations. Some of these features let customers or users take some actions without the help of agents. These features are called self serving features.

How self serving options of a call center solution benefits call centers?
In multiple ways, these features help call centers. Let’s explore the top 5 benefits of using self serving features of a call center solution.

1. Better customer satisfaction
The call center automation features, which eliminate the need of agents, let customers take action on their own. They do not need to wait in the call queue to get their ...
... turn to talk to the agent. Also, they do not need to stay on the line while agents find the required information or take the necessary steps. These features reduce the overall time customers may spend waiting for the action to be done. Therefore, these features help in boosting customer satisfaction.
2. Better brand image
When a business can give self serving options to get the answers to frequently asked questions or take some repetitive actions, then it increases customer satisfaction. Customers like this kind of business. Therefore, this results in a better brand image with word-of-mouth publicity. Once a call center gets the image of people’s brand, they are more likely to receive many more benefits related to being people’s brand.
3. Reduce call volume
One of the major stress areas in call centers is high call volume. Agents need to take calls one after another. Longer call queues fuel up the frustration and make it difficult for agents to handle furious customers. It may also increase the total call duration and further increase the call queue waiting time. On the other hand, when a call center uses a call center solution with self serving features, it drastically reduces the call volume. This also reduces the need of a number of agents.

4. Increase agent productivity
Agents will have fewer calls to handle compared to having all calls coming to them in the absence of self serving option. This helps in reducing stress. It makes agents more efficient and productive.

5. Increased ROI
As the customers will be happy with quick resolution to their queries, call centers will receive more business from them. A stronger brand will receive more new customers. This will increase revenues. On the other hand, self serving options will reduce call volume, so call centers will need fewer agents. Also, the cost per call will be reduced. In a nutshell, expenses will be reduced up to 50% or more. This will increase ROI (Returns over Investment).

Author Bio
Author works in a company that offers cloud call center solution, call center software, VICIDial customization, call center CRM integration, call center WhatsApp integration, and many other call center solution related services and solutions.