How Automated Phone Calls Can Make Or Mar Your Business
Automated phone calls are very popular in larger call centers these days. As a matter of fact, it would be very difficult to find any call center without automated systems. These devices are designed to save staff time to enable them to speak with many a large number of people during their shifts. The idea means the call wait times problems are decreased and other bigger problems are tackled which actually portrays good things for the company in terms of output, money management and customer satisfaction. Just like every other aspect of life, the automated phone call system has its advantages and disadvantages.
Choosing the Right System For Automated Phone Calls
The first and most important thing is that it all depends on the type of call center you run. For an inbound call center, an automated system is preferred. When someone decides to call, they would not expect the receiver on the other end to know what is going on in particular. They are usually calling to ask few questions or need some clarifications on something which enables the employee ample time to find the necessary solutions or answers to the enquiry from the last call. In the case described above; an automated phone call is most appropriate.
Automated phone calls are not restricted to inbound call centers alone; they can also work well in certain outbound cases too. For instance, a telephone research company will be perfectly fit with an automated phone call system. The reason is because each call that comes through is identical hence there will be no need for any preparation between the calls therefore there no problems will be developed with such system.
Major Challenges Encountered in Systems For Automated Phone Calls
The main challenge that arises with outbound call centers is where each call is actually based off unique cases. A bank's telephone debt department for instance can decide to use an automated phone call system that dials and flashes up requested customer's information. In situations like these, there might be no clear report of the issue. A client may possess a handful of products with the bank and that could be the source of the problem. Immediately the customer responds and they are being greeted by a floundering employee and not sure what's going on, they get annoyed easily most especially when it's over sensitive issue like money.
The major issue here is that a client wants whoever is handling their case to have vast knowledge about it and not just an amateur doing some guess work. There is need to feel personal and anything short of that; you're off to a really bad start.
Who Should Handle the Automated Phone Calls?
If there is any need for you to use automated phone calls for specific cases then there is need for you to secure highly trained and skillful workers. Many call centers are fond of just putting some random students behind the calls; this isn’t a job for them if you really want to get serious. Your business requires a very high quality of customer service. Do not let it slip for the sake of call volumes or productivity. If you fail to keep a balance between these two significant things, you will eventually create problems that will unnecessarily keep you solving many more problems.
View Larger Map