• Skip to primary navigation
  • Skip to main content
  • Skip to footer
WittySparks Logo White

WittySparks

Ignite Your Thoughts

  • Topics
  • Reviews
  • Subscribe
WittySparks / Business / How Call Center Changes Impact Businesses
Call Center Operators, Customer Support, Help

How Call Center Changes Impact Businesses

Business March 8, 2017 by Nishitha

Anyone who has ever received a call and been asked to wait for a representative to return to the phone has realized that the way call centers work has been rapidly changing. Consumers are no longer put on hold only when they make a call, they are just as likely to be put on hold when they receive a call.

Equally confusing is when a consumer answers a call and believes someone is speaking to them only to realize at some point that it is a recording or a computer. While both of these may be frustrating and confusing to people initially, they are great examples of the big changes that have been happening over the past few years in the call center industry.

On this page

  • Customer Service Innovations
  • Implementing Artificial Intelligence
  • The Power of Big Data

Customer Service Innovations

One of the most significant areas of change to develop over the past several years is the level of customer service satisfaction. One of the tools that have allowed outbound call centers to become more effective at keeping those they are calling happy is the preview dialer. This allows operators to review customer files prior to making the call. This ensures that they are familiar with the situation and do not face a frustrated client who is tired of explaining a situation to new people.

Technological advancements have also made it easier than ever to ensure all calls are compliant with the Telephone Consumer Protection Act. It removes the names of those who have opted out to receive calls from an automated program. This greatly reduces the number of people reached who are not only uninterested in the call but who have a specific preference in not receiving calls.

Implementing Artificial Intelligence

No one has yet created true artificial machine intelligence. However, natural language processing (NLP) certainly makes it seem as though artificial intelligence has arrived. This is a field of study and innovation that gives computers the information and algorithms necessary to understand typical human speech the way it is naturally spoken.

Previously, in order to talk to a machine, it was necessary to speak clearly and with a precision that is unnatural for most people. It allows computers to gather the information that is implied rather than specifically stated. Computers are being taught to understand slang, euphemisms, and common abbreviations. For example, if someone said they wanted to know more about cloud storage solutions the interface would recognize the word cloud was being used for remote digital storage rather than a mass of water vapor in the sky.

This is beneficial for call centers specifically because it allows an automated computer interface to work more efficiently with consumers. It also allows recorded calls to be analyzed.

The Power of Big Data

The amount of data available to marketers today is unprecedented. The potential of NLP could increase the already remarkable amount of information available exponentially. It is possible with speech recognition software and NLP to determine things like age which help companies target their marketing efforts more effectively.

Big data can also be utilized to train employees more quickly and easily. Automated computer training programs can use previous calls as training material to ensure that each trainee is given simulations that accurately reflect real-world experiences. This can reduce training time and better prepare newly hired individuals for the reality of working in a call center.

With all the advances in technology and the changes that have been occurring in the call center industry, many are wondering what will happen next. One exciting prospect is virtual reality. Perhaps one-day calls will be immersive virtual reality experiences that will be enjoyable entertainment consumers will welcome rather than dread.

Appreciate your opinion on this topic on social media by tagging us @wittysparks
  • LinkedIn
  • Twitter
  • Like
  • Pinterest

Related Topics

  • Why Your Call Center Needs Knowledge Management Now!
  • What Will Our Call Center Industry Look Like In The Future?
  • 7 Considerations to Have When Naming Your Business
Launch Offer
Rocket.net - Managed WordPress hosting
Rocket.net - Managed WordPress hosting
$1 for first month, $25/month

A highly secured WordPress hosting platform powered by Cloudflare enterprises with customized services for agencies, eCommerce, and small businesses.

  • PageSpeed Guarantee
  • Ultra Secure Platform
  • FREE Migrations
  • Automatic Updates
Try for $1.00 Our Review
We earn a commission if you make a purchase, at no additional cost to you.

Our Favorite Tools

Semrush - SEO and Marketing Tools
Semrush - SEO and Marketing Tools
$119.95/mo
Try for FREE Our Review
Semrush - SEO and Marketing Tools
Lasso - All-in-one Affiliate Marketing Plugin for WordPress
$29/month
Start Free Trial Our Review
Semrush - SEO and Marketing Tools
Grammarly - AI-powered writing assistant
$12.00 / month
Try for FREE Our Review
Previous Post: « Technology to Curb Your Sleep Blues
Next Post: Essential Tips to Fight DWI Acquisition Cases »
Profile picture for Nishitha

About Nishitha

Co-founder of WittySparks
WittySparks Staff

I am done with my Physiotherapy Graduation. And I always try to share Health and technology tips with people. Apart from Physiotherapy and being a tech savvy, I do explore more on Technology side and I keep sharing my findings with wider audience.

View all posts by Nishitha
  • LinkedIN
  • Twitter

Footer

Search

Exclusive Coupons

  • Moqups Review - Use coupon code “WITTYSPARKS" for 20% off or "PARTNERS50" for 50% discount on all plans.
  • Serpstat Review - Use coupon code "wittysparks_discount" for 30% off.
  • WPForms Review - Use coupon code "WITTYSPARKS" for 50% off.
  • WPPayForm Review - Use coupon code "wittysparks" for 10% to 40% off.

Affiliate Disclosure

If you make a purchase from WittySparks links, we will receive a small commission. See our Affiliate Disclosure.

Sponsors

Partnered with FreePik to use the licensed images.

turn to dhgate for smartphone

Follow Us

  • Facebook
  • Twitter
  • Pinterest
  • LinkedIn
  • Instagram
  • YouTube
  • RSS

Copyright © 2022 · Hosting sponsored by Rocket.net (Affiliate link)

  • About Us
  • Contact Us
  • Privacy Policy
  • Affiliate Disclosure