The successful third party insurance administrator I work for is due an upgrade of its telephone technology; we have the hardware/software you'd expect for a call centre but the question is what should we be investing in to future-proof our business for the next decade? I.e concierge, voice analytics, automated call quality monitoring, etc...
Back to basics
Call Centre Helper Forum » Technology
(6 posts)
Hi Darren
I would say a good start would be call recording and quality monitoring , in terms of voice/speech analytics it depends on how many people you have in the call centre as to whether this is viable
So I suppose the first question is how many people are working within your contact centre and also are you taking payments on behalf of the customers you are working for
Regards
John
Posted 6 months ago
Thanks John - we have circa 100 phone based employees, have several clients, handle payments and call recording is a prerequisite. We operate an ACD, VoIP, Avaya switch and Nice recordings. Where we lack is call monitoring/MI but I just wonder if concierge is a must, if investment in speech analytics is viable or what else is out there that is proving useful in the contact centre world.
Darren
Posted 6 months ago
Hi Darren
I know of a company called Callminer who may be able to help with this , I remember hearing that a solution they implemented helped British Gas win an award for customer service.
From what I understand there may be a return on investment for 100 users.
What I would like to ask is what are your major challenges at the moment
Also is your call recording PCI Compliant and able to support pause and resume to prevent any credit card information from being recorded
Regards
John
Posted 6 months ago
Darren,
I think we are very close to full circle where call centre will once again become a place were a client make 1 call and be help with more that one issue or problem. Segmenting Call Centre lead to frustrated call centers and I believe a loss in revenue. We visited the Borough of Harrow and there call centre has gone full circle. The call center is now helping clients with a multiple of issues in one call (these issues mostly related) and I think that is where we are heading, so gear yourself for a move to the left. I beleive that people want to speak to people and they want to do it quickley.
Rikus
Posted 6 months ago
I would take a long look at web chat - it is the way forward, especially if your customer base is young (born after 1980) A recent survey showed that more than 30% of the companies surveyed were planning to implement with the next 12-24 months.
Posted 6 months ago
Reply
You must log in to post.
