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Call Centre Technology  

Call Centre Technology

Technology is subject to improvements and innovations. Some of these Call Centre technologies include speech recognition and speech synthesis software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, and many other technologies to improve agent productivity and customer satisfaction. There are many types of available call centre software. Automatic lead selection or lead steering is also intended to improve efficiencies, both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, whilst minimizing wait times and long lists of irrelevant options for people calling in, as well as for outbound calls, where lead selection allows management to designate what type of leads go to which agent based on factors including skill, socio-economic factors and past performance and percentage likelihood of closing a sale per lead. The concept of the Universal Queue standardizes the processing of communications across multiple technologies such as fax, phone, and email.

Voice recording technology

Managers are realizing the potential of using recording, fast retrieval and intelligent play back features not only to monitor performance but also to train and evaluate operatives. The ability to play back a telephone conversation instantly to an operative is an invaluable training tool in itself, enabling supervisors to provide intensive one-to-one training ‘on the fly’.
Using voice recording for training purposes isn’t just for large call centres; small operations can benefit too. A basic voice recorder, used with a fully integrated quality monitoring tool, will allow a supervisor to access a random sample of recordings that can be used for individual coaching purposes. The quality of calls can be improved considerably very quickly with intensive mentoring tailored to each operator’s specific challenge, shortfall or experience.

Tagging call technology

Most voice recording solutions have a tag feature which supports a basic search facility based on a number of definable fields such as policy number, incident reference or postcode. This can be extremely useful to trainers wanting to select specific sessions or for demonstrating the progression of an incident over time using a log of calls.

In addition to calls being identified according to standard criteria, field names can be modified to assist trainers and supervisors further. A good example is to define a search tag as either a ‘sale’ or a ‘no sale’. This can help to identify and analyze the calls that get results (and those that don’t) both quickly and easily.

The coaching tools available to trainers and supervisors have grown in number and sophistication, with many of these tools offering advanced features based on recording systems that support free seating. This is especially useful for larger call centres as it allows for immediate playback to a specific agent regardless of his or her location or the extension being used.

Speech recognition technology

It is much easier for callers to enter information with speech recognition. Using touch-tone keys, especially on a small mobile phone, is awkward and error-prone. But with speech recognition, callers can speak long number strings, alphanumeric sequences, words and even sentences quickly and easily.

Text-to-speech technology

Text-to-speech (TTS) software translates written language into natural-sounding speech that can be used in a dialogue with a caller. The technology is especially appropriate for information that changes regularly and, therefore, cannot be pre-recorded.

Text-to-speech applications can be used to deliver information such as:

    * Up-to-the-minute service call information
    * Airline departure information
    * Claim status
    * Power outages and areas of failure
    * Stock market status
    * Bank balances

Intelligent escalation technology

Intelligent escalation technology ensures that customer queries can easily ascend to agent-assisted services without content and context having to be repeated. The attention span in the web 2.0 age is short, and in the event that customers ‘switch horses mid-ride’ by picking up the phone halfway through a web chat or shooting off an email expecting an immediate, relevant response to a query found deep within a web page, agents must be ready and waiting with the case relevant information.

The Future

With technology advancing so quickly and the progress of Multi-channel capabilities – telephone, fax, email, SMS, MMS and more, call us for more information. It is important that the you feel comfortable with whom they are talking to, you can guarantee friendly, trusted advisers whom are entirely dedicated to your need at

Find more information on:

Call Centre Metrics

Call Centre Solutions

Public Switched Telephone Network

Customer Relationship Management

Computer Telephony Integration

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