Call Center Optimization: Achieve Success One Caller at a Time

Competition is fierce in the world of commerce. Businesses are vying for customers using multiple advertising and marketing methods proven to attract and retain business. Building a loyal customer base while continually drawing in new clients and prospects is the goal of most companies. Most companies know that. What most companies don’t know is that outstanding customer service can make the difference.

Studies estimate that roughly 70 percent of customers would make additional purchases from a company as a result of positive customer service experience. This speaks rather loudly to the level of importance that customers put on their overall experience during an interaction with a business.

This has not been lost on most companies using call center services as the gateway to their business. In fact, call centers have become an area of acute focus in recent years. Contact center technology has evolved so much that call center managers can now monitor 100% of all calls and gain valuable insights.

Call centers employ various call monitoring technologies to assist in this process. This includes call monitoring software, call recording software, and speech analytics software. Automated technologies in the call center work together to improve customer service, agent coaching programs, and overall call center performance and efficiency.

Through the use of contact center technology, managers can gather performance and quality assurance metrics. Some of these include but are not limited to:

All of these behind-the-scenes efforts translate into a vastly improved contact center experience for the caller and for the customer. When each caller is treated with respect, you can increase customer loyalty, boost retention rates, and strengthen your brand reputation.

Learn more about call center technology and how CallFinder’s speech analytics solution can help your business by scheduling a quick demo!

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