Eliminating Outsourced Call Centers, Barging in IVR Menus, Best Call Center Customer Experience, Virtualized E9-1-1

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David Sims
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Eliminating Outsourced Call Centers, Barging in IVR Menus, Best Call Center Customer Experience, Virtualized E9-1-1

It's a welcome trend, obviously, that call centers are beginning to see the advantages of repatriating some of those jobs. Wouldn't it also be nice if they made using them more, well, user-friendly?

A recent Tech Journal South report tells of 3CLogic, which provides a cloud call center offering promising " a new level of sophistication" for cloud call centers, which as TMC's Susan J. Campbell notes, "could quite possibly eliminate the need for outsourcing call centers and will actually save companies money."

The trick, according to company founder and chief executive officer Raj Sharma, is to keep the product relatively inexpensive while hitting the sweet spot for call centers -- reporting options. 3CLogic has loads of reporting features, prepared and customized. 

Read more here.

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Your mother told you it's not polite to barge in. However, as you learned, sometimes it's useful and necessary. Like when you're listening to an IVR menu list 17 options and you know you want one of the first two, and the list is on No. 4 and you want it to start over.

When it comes to voice systems, "barge in" is "the ability to interrupt a system prompt with voice or DTMF input," according to a collateral from IVR experts Angel. It's particularly useful for changing system settings for the Voice User Interface designer.

The paper outlines areas for consideration when it comes to using barge-in capability.

The caller's level of experience with the system: Are the callers, or at least a high percentage of them, going to be repeat users, and be familiar with the call flow? Give them barge-in. If it's a system where the normal caller is a first-time caller, it's probably better to leave barge-in off and let them understand how the system works first.

​Read more here.

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"Most businesses," wrote TMC's Chris Freeburn, "are failing to examine multiple channels to get a better view of customers."  

Based on a survey conducted by the Customer Contact Association and Sabio, personal banking is generally regarded as the most satisfying call center customer experience, with telecommunications and phone service providers offering the worst.

The survey, part of a research program called “Voice of the Contact Center” launched by the Sabio –CCA partnership, discovered that contrary to what some in the industry probably think, the survey found that consumers do understand that yes, call volume does get heavy at times, and they don't mind waiting "for up to five minutes" to talk with someone, as long as that wait results in their problem actually getting solved. And as long as they're not paying for the wait.

Read more here.

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When the Spotsylvania, Virginia Emergency Communications Center wanted to replace their legacy VESTA PSAP call system with next-generation 9-1-1 technology, it was a pretty sizable undertaking. The center has eight positions staffed by 40 people and handles an area covering 120,000 people. 

Virtualization was key, as geodiversity was a major priority for the project as it could distribute a call center between two physical locations. This would prevent the entire system from being knocked out if a natural disaster or something else were to happen to one location.

Read more here.



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