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Using technology to reduce cost and increase customer satisfaction

22.12.17

Call centres face a big challenge when it comes to reducing cost to serve without compromising service quality and customer experience.

We all know their basic function:

  1. Answering calls quickly
  2. Having a polite manner
  3. Managing the issue satisfactorily

But with the introduction of technology, the busy demanding lives of customers and prospects and the uplift in the expectation of an Omni-channel experience it is often challenging to keep these basics as top priority.

Great customer experience builds:

  • Differentiation
  • A voice for your company
  • Competitive advantage
  • Loyalty
  • Improved bottom line

Seven ways to use technology to reduce cost and increase customer satisfaction:

  1. Virtual queue systems

Customers can request a call-back to reduce the cost of waiting and the frustration of being held in a lengthy queue, improving the overall customer experience.

  1. Skill-based routing 

Different customers are assigned different levels of priority with skill-based routing. This reduces call transfers considerably as the call gets transferred to the relevant agent with a specific skill-set. It also improves first time resolution and customer experience.

  1. CRM integration with screen pop-ups 

Immediately, when a call is connected, a screen pop-up application displays a customer’s information on the call centre agent’s screen. Having a brief overview of the customer details leads to a relevant conversation, better customer experience and the agent is able to reduce the delivery time.

  1. Self-service IVR

This offers service 24/7 and can reduce call centre time and resources. Self-service interactive voice response enables the customers to handle their own simple operations such as making reservations, paying bills and related enquiries. Therefore, allowing the agents to have more time to handle more complex and other priority calls.

  1. Mobile customer support

Mobile devices are continuously establishing themselves as the preferred communication platform for customers. This trend forces call centres to improve their communications with smart phone and tablet devices As a result, the investment in mobile applications is increasing and so is the functionality of the call centre software.

  1. Video support

Video support and video chat is another growing trend in call centre software. Many companies have published videos answering frequently asked questions, but the future is in providing live support. This one-click support solution offers a more personalised and faster customer experience.

  1. Real time analytics

Using real-time analytics and data management enables call centres to collect customer information from multiple platforms, analyse the data and utilise the results improve customer experience.

Applying technology is an effective way to reduce time and resources in inbound call centres.

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