Call centres 'require cutting edge technology'

Date: 31/08/2011

Companies purchasing 0800 numbers for a new call centre may wish to ensure the site is kitted out with some of the most up to date equipment possible.

This is because, according to national call centre manager for Softline VIP Monika Roode, "cutting edge technology" is required to support skills in such workplaces.

She explained there are systems available to automate the process of helping callers, meaning operators are automatically connected to the person they spoke with last.

"The technology aids in keeping the contact personal and saves the client from having to repeat arbitrary information unnecessarily," Ms Roode stated.

This could be a particularly useful way for businesses to ensure their customer service is as good as possible.

She also noted that is a good idea to have virtual technology in place so that employees can access databases when on the move.

Another way in which companies could improve their customer relations may be to adopt call management solutions, as these enable them to reroute and divert incoming enquiries in a more efficient manner.