Call Centers and Automation
A relatively new subject, automation, is making a huge impact on most forms of communication. Many discussions and articles have been about what a call center can do for your business. We have even discussed it at great lengths in our latest posts. We’ve written about the services offered and how professional call center representatives can boost business and lead to more satisfied customers. Still, we haven’t talked much about the non-human service provided by call centers: automation.
What is automation?
It’s no secret that most call centers work with the latest and greatest in technology. One piece of that technology is automation software. You have likely encountered computer-driven software in the past, whether you have called a business or they have called you. Simply put, automation is a series of electronic processes call centers can utilize to stay in touch with customers. Even simpler, it’s a machine using some form of artificial intelligence to communicate with a customer.
Is it customizable?
Absolutely. Just like the surveys you want to send or the scripts that representatives read from, call center automation is entirely customizable, so your business can get exactly what they want out of it. Whether it’s how many emails to send out during a specific period or what to say while utilizing SMS messaging, automation boasts a wide variety of solutions. Call centers can likely meet your desires and requests and communicate your message using automation software.
What automation services are there?
The most popular form of automation is the machine often encountered on the phone. A better term for it is customized IVR trees. IVR stands for interactive voice response and is used by automated answering systems to direct calls to the correct party. One customer may need to speak to a representative while another needs to check the status of something. That’s where these IVR trees come into play.
However, automated systems aren’t just pressing one for English, two for Spanish, and three to speak to a representative. Call centers can use automation software with text messaging for actions such as confirming appointments, sending out specials or discounts, and notifying customers of newsworthy information. Many companies use it for quick chats on your business’s website. Customizable automated responses can be inputted into the software and used in response to a customer asking a question recognized by the software’s algorithm. This process makes asking questions and learning new information convenient for customers and simple for your business.
In today’s world, everyone loves the easy way. Some people prefer speaking to a live human when it comes to customer service. However, a great deal would instead choose to use quick, easy, and less human contact. If easy is what the people want, it doesn’t get much easier than automation. Whether it’s for specific calls, taking a poll or survey, or sending out emails or text messages, a company can use automation software for a wide variety of reasons. All of which are sure to improve customer service and your business’s bottom line. You’d be surprised how well the perfect mix of automation and live contact from professionals can work.