Maintaining an in-house call center is expensive. Speech recognition software like IVR systems and other types of telephone technologies are getting better. This raises the question - to kill the call center technology?

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Maintaining an in-house call center is expensive. Speech recognition software like IVR systems and other
types of telephone technologies are getting better. This raises the question - to kill the call center
technology?
I own an outsourced call center and in the last twenty years I have seen a tremendous development in
technology. The Internet, e-mail, web sites, interactive voice response systems, smart phones, etc.. With
each new innovation, I heard predictions of the demise of the call center. It is not happened, and in
some cases it is in fact increases the volume of calls that have been generated. This is true for a number
of reasons.
Range: Internet Marketing (Search, Sites, Pay-per-click, etc.) have Maintaining an in-house call center is
expensive. Speech recognition software like IVR systems and other types of telephone technologies are
getting better. This raises the question - to kill the call center technology?
I own an outsourced call center and in the last twenty years I have seen a tremendous development in
technology. The Internet, e-mail, web sites, interactive voice response systems, smart phones, etc.. With
each new innovation, I heard predictions of the demise of the call center. It is not happened, and in
some cases it is in fact increases the volume of calls that have been generated. This is true for a number
of reasons.
Range: Internet Marketing (. Search, Sites, Pay-per-click, etc.) Have vastly increased the size of the target
group that does not interact with companies. The number of telephone calls generated this reason
alone, this is increased.
Trust: People trust people. If a lot is at stake -. Time, money, security, etc, you naturally want the
certainty of talking to alive person.
Complexity: voice recognition software is not smart enough to even deal with complexity. If your
question is not the preset menu on an interactive voice response system, human assistance need you.
For example, if you have any questions Acerca a specific application, you may not have an emergency,
you cannot have an unusual request, etc.., you need the complex interplay that only one person can.
Sales: Automated systems cannot "sell" the prospect. Yes, all purchases will be made through the
websites of the time. But the more complicated emotional or sale, the more likely it is that the
intervention of a sales support person is required.

2. Complaints: Automation is never to calm an angry customer. We are very emotional beings. If you really
sure that a customer makes you want to create an automated system can not the ones to confirm the
feelings.
Technology absolutely to expand your sales and customer service processes. But it must be examined
thoughtfully and carefully. It should support your sales and customer service goals, not hinder it. Do not
ignore the need to identity situations where intervention is "live" important to identify your audience
with this possibility.
Two types of calls that you should focus on each case, for the first time sales calls and calls to wear any
type of legal risks. In these two situations, losing or mishandling a call has a high price. For an initial sales
call, the cost of an abandoned call, the value is of a sale. Calls that could be associated a legal risk
situations in which a contract be set for a guaranteed response time, it is a safety issue, you need to
meet a regulatory requirement or there is a problem with your product or service, companies are your
clients in risk, etc.. vastly increased the size of the target group that does not interact with companies.
The number of telephone calls generated this reason alone, this is increased.
Trust: People trust people. If a lot is at stake -. Time, money, security, etc, you naturally want the
certainty of talking to a live person.
Complexity: voice recognition software is not smart enough to even deal with complexity. If your
question is not the preset menu on an interactive voice response system, human assistance needs you.
For example, if you have any questions Acerca a specific application, you may not have an emergency,
you cannot have an unusual request, etc. You need the complex interplay that only one person can.
Sales: Automated systems cannot "sell" the prospect. Yes, all purchases will be made through the
websites of the time. But the more complicated emotional or sale, the more likely it is that the
intervention of a sales support person is required.
Complaints: Automation is never to calm an angry customer. We are very emotional beings. If you really
sure that a customer makes you want to create an automated system can not the ones to confirm the
feelings.
Technology absolutely to expand your sales and customer service processes. But it must be examined
thoughtfully and carefully. It should support your sales and customer service goals, not hinder it. Do not
ignore the need to identity situations where intervention is "live" important to identify your audience
with this possibility.
Two types of calls that you should focus on each case, for the first time sales calls and calls to wear any
type of legal risks. In these two situations, losing or mishandling a call has a high price. For an initial sales
call, the cost of an abandoned call, the value is of a sale. Calls that could be associated a legal risk
situations in which a contract is set for a guaranteed response time, it is a safety issue, you need to meet
a regulatory requirement or there is a problem with your product or service, companies are your clients
in risk, etc.

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