Remember when you tried to reach your service provider’s call center and you kept hearing a busy signal at the end of the line? Or when you had to wait in line for someone to free himself to answer, which could go on for a long time? The VoIP technology has come in and changed the way call centers are managed, all to the benefit of us all, the customers. Here is how it is making all of our lives better when we have a problem to solve.
Call handled Right Away
If you call customer service today, chances are you will be responded to right away, after a few rings. These few seconds are there to provide sufficient time for the system to recognize your phone number and to open up your file, in order to help you better when you actually respond to its questions. The first part of your conversation with the interactive voice response system (IVR) will serve to provide a sense of direction to it, as to what you are calling for and to which department you should be transferred to if the system can’t answer your question by itself.
In fact, with VoIP phone systems like the ones provided by the company Aircall, it is possible for the system to handle the process from beginning to end, by finding the answer to the question the customer has. The IVR is connected to an AI that permits it to learn as it takes on more calls. It also uses the information that it finds in the file of the caller and all the global data to which it has access on the company’s servers or in the Cloud. In other words, you will never hear a busy signal again, and you will never have to wait in line before being directed to the right person.
Call Centers are turned into Contact Centers
Many of us don’t like to use our phones, anymore, to place calls. We would rather communicate in different ways, such as text messaging or through e-mails. Before, when there were only call centers, it was impossible to try to get a problem resolved by any other communication tool than our phone. With the arrival of contact centers, a customer can basically choose the way he wants to get in touch with customer service, in order to solve the issues he may have with a product or a service.
This is a very important change for customers, as it facilitates their lives. Not everyone has time to pick up a phone and make a call. At the very least, you are looking at a minimum of 5 minutes or so, on the line. When you send a text message to the company, depending on the length of it, it won’t take longer than a few minutes to write. Also, we all have our preferred way of communicating; the one where we feel most comfortable. These new contact centers enable us to remain in that comfort zone, by using the tool that suits us best.