The Role of AI, IVR and CRM in Today’s Outsourced Call Center Services

by V(we) Care Vcare Outsource Call Center New Jersey

Artificial Intelligence (AI) has a huge role to play in modern-day businesses. Most industries are leveraging the power of machine learning and AI to enhance processes. Even in the call center domain, AI has tremendous potential. However, not everyone is exploiting the power of AI because of lack of information, time and focus. And, this can be a huge mistake for outsourced call center services.

Eliminate Repetition in Communication

One of the most significant features of AI is that it can make decisions for you. Not only that, it can analyze data and provide you insights. Every call center outsource company utilizes a database system called Customer Relationship Management (CRM) tool. It provides the perfect place to integrate AI.

With an AI-based CRM, customer care reps are able to gather information in a constructive manner. If there are multiple channels of support, a CRM can capture communication from Live Chat, email, social media and voice calls at a unified location. So, when a customer calls for a second time or contacts through different modes of support, the information can be pulled out from a unified database. In most cases, an AI-powered CRM can offer proactive info, which helps agents expedite help and support. For example, if a customer has already called for an Internet issue and performed a web browser rest, the next time he calls, the agent can continue from the next step. This saves time and also improves customer experience.

Improve Call Routing and Add New Options

AI can also be used as part of the IVR program. IVR stands for Interactive Voice Response, which has been used over the years for routing calls. But nowadays, with AI integration, IVR can solve many customer service issues.

One of the main gripes of customers is their inability to reach support in time due to long queues. IVR can take the load off the call center reps by providing self-care instructions for common issues. It can also notify customers about outages and other service disruptions. As a result, many callers are not required to be personally attended by the call-taking agents. The pressure on the call center department decreases and the overall quality of communication increases.

AI-based IVR also provides a securer way to gather information. When account info or other sensitive information is needed, customer care reps can transfer the call to a secure channel. In turn, the AI asks for info via a standard voice command and then notes down the reply in the database.

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Created on Mar 2nd 2021 09:28. Viewed 328 times.


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