Enhance Customer Experience Through Call Centre Software

By Author: Harold Vance
Total Articles: 101
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They are eager to engage their customers positively. The telecommunication industry has millions of mobile as well as landline telephone users today who expect quality services from their service providers.

To stand out as a brand in the market companies need to constantly connect with their customers/clients via multiple channels and needs to engage them in such a way that they become their loyal advocates. Exceptional customer service can be provided through technologically advanced tools or software that has the expertise to reach out to customers to answer their queries, for complaint registration, send them payment reminders and provide value added services.
Software features that would make communication effective:
A highly efficient CTI (Computer Telephony Integration) that uses the computer to manage telephone calls and also ACD (Automatic Call Distributor) that distributes incoming calls to specific agent based on customer need, type etc using the CTI.
A multi-level self-service high performance robust and scalable IVR (Interactive Voice Response) system which works on various leading hardware. It should be able to handle both simple and complex IVR integration with any third party database, having the option for TTS and speech recognition.
A powerful ‘lead Management’ tool for automatic outbound dialing which provides predictive and progressive call centre solution. This tool helps the telecommunication company manage customer complaint effectively. It has a single point for identification of problem reported and their resolution too; at the same time streamline processes and also helps in improving the efficiency of their employees.
A software through which the agent and the customer can interact in a variety of ways like video, voice, chat, SMS and social media that can be stored as history. This would save customers from repeating previous interaction.
The software has to be compatible with any ‘Telephony API’ compliant PBX, IP-PBX and Asterisk which would protect the expensive telephonic equipment of the enterprise.
Benefits of Using Call Center Software:
Telecommunication companies should use call center software for a differentiated customer experience and a customer experience platform in order to achieve high levels of customer satisfaction. It should enable mobile application to deliver a coordinated customer experience across various channels as well as provide alternatives to customers who are unable to handle web transaction and assist them proactively.

Through the software, their customers can be notified about their payments as well as be well informed about the promotional offers extended by the company. They can also launch a proactive notification which would take customer satisfaction survey, service outrages notification, fraud alerts to their and appointment confirmation to their employees. Proactive communication will not only strengthen relationship but also drive in revenue into the company.
Companies can use this software for their back office efficiency. Back office productivity leads to customers’ satisfaction as well as revenue generation too. Back office optimization is an essential component of omnichannel customer experience.

So telecommunication industries use this software for better workforce optimization there by achieving customer satisfaction.