A rather recent development are self-service contact centers, which use voice or button responses to communicate with customers. An automated voice, text or data message will prompt a response from the customer so their concerns can be addressed. These are particularly helpful for paying bills over the phone, checking balancing, receiving directions to a particular location, or receiving updates about accounts. These calls also offer the option of speaking to a human agent if the concern isn’t full addressed through the automated service.
Businesses are now offering multiple communication options to their customers to address issues more effectively and to ensure that their customers are satisfied with the relationship. Companies can handle the influx of customer communication more quickly and on a larger scale, promoting company growth. Utilizing a PBX SIP trunking service within a contact center can shorten the time in takes to respond to customers and improve efficiency in the information they receive.
Much of the information that customers need on a daily basis can be given through a self-service option. This increases the productivity of a company. Customer service agents don’t need to spend unnecessary time looking up a customer’s current balance, which can be done through self-service. Instead, they can help address trouble-shooting issues. Calls can be routed to specific experts, so the call can be efficient – customers don’t have to wait and agents don’t need to spend time looking up information or colleagues to answer these questions. Thus, call time is reduced and productivity is increased.