What Technologies Are Used in Call Centers for Outsourced Customer Services?


Business Process OutsourcingOne of the advantages of call center outsourcing is the reality that the huge technological requirements behind running any operation efficiently is removed from your business. Instead of needing to invest in multiple hardware and software solutions, a call center outsourcing company, like Humach for example, takes care of that. This leaves your company free to place its resources into what’s required to focus on its core business, leaving the customer services headache to the professionals.

Let’s now look at what technologies a typical call center will adopt to provide a more professional service.

Workflow Management Software

Using software to deal with business process management (BPM) issues, companies integrate a structured approach to handle tasks associated with customer contact. For call centers, they’re most likely to use BPM software to help with managing different workflow and process requirements between a set of demanding clients. Clients operate in different industries providing varied products and services. As a result, they have different requirements of a call center to satisfy their end clients or customers. Creating a separate workflow for each client ties everything together neatly.

Computer Telephony Integration

Computer Telephony Integration (CTI) merges computer systems and calls. The CTI deals with queuing the calls and collating information into a database to allow management of calls on hold that are waiting to be resolved. Information about the caller is displayed on the customer service agent’s screen. Other software and databases often integrate with the CTI system to access customer records based on caller information.

Automatic Phone Call Distributor

An automatic phone call distributor is another way to handle incoming calls. The system can answer the calls and use audible menu options to eventually route calls to the correct team or department. Where call centers have multiple clients with different teams responsible for them, calls can be routed based on the phone number dialed. The automatic routing saves considerable human resources making call handling far more efficient, especially for call centers with an extensive client list.

Callback Functionality for Callers

For callers waiting on hold, an auto return calling feature permits the caller to choose the option to have an agent return their call. Providing this feature lets call centers manage spikes in call volume without queuing times leaping up unnecessarily. Specific agents are assigned to manage the return call list to prevent customers waiting for returned calls for too long.

Call & Digital Messaging Recording

The recording of calls as a digital audio record provides protection for all parties.  Additionally, storing emails and live chats from the website allows the call center outsourcing company to store a complete record of the interactions.

Call recording happens in real-time with more sophisticated systems. This allows team leaders to jump onto a call where the agent is not handling the call as desired. Storing records of past interactions with customers provides protection from unwarranted accusations and is useful as a training tool.

The complexity of the technology behind a call center operation often depends on its size and how many clients they have. As their business grows, more advanced solutions are needed to avoid bottlenecks which could affect future service performance.