The voice of the customer at the heart of your service
To help businesses of all sizes process a large volume of calls, the customer service call center is a mainstay of modern enterprise. Even with technology changing the way customers get in touch with brands, millions of us still choose to speak to a person on the phone. Your customers want to have their voices heard. They want to be given choices. They want empathetic two-way conversations with effective resolutions.
That’s not to say that AI and virtual agents can’t be a useful part of the customer journey. But it shouldn’t overshadow the human aspect. And that’s where Thrio Voice comes in. Instead of replacing agents, our technology helps them support your customers more efficiently. It’s about giving them the freedom to get to the heart of customer inquiries and connect authentically. This leads directly to better customer experiences, helping your business in so many ways.
What do call centers do?
While handling inbound and outbound calls, call center agents answer a large number of questions about your products and services, look up and amend customer information and get to the heart of a wide range of issues. When people contact call centers, they want answers and they want them as quickly as possible.
“…when your customer picks up the phone, your call center agent is their first point of contact – the voice of your brand…”
They don’t want to spend long periods of time on hold, get passed from department to department, or spend an hour on the phone only to find that their request isn’t possible at this time. Customer retention relies on smooth and efficient support with questions, complaints and technical help. When your customer picks up the phone, your call center agent is their first point of contact – the voice of your brand. That’s what makes the call center’s role so important, and it’s why it pays to streamline your processes and invest in the customer journey.
With the boom of messaging technology, social media and chatbots, you’d be forgiven for thinking call centers were a thing of the past or that businesses were moving away from them in favor of more automated solutions. And that is true – call centers are getting smarter. But voice interactions are still an essential part of the customer experience. More often than not, call centers have simply been upgraded to ‘contact centers’ – a term for centers offering a multi-channel service.
How do call centers work today?
The call center of today will often incorporate other channels as well as traditional voice calls. For example, a chatbot may take the customer through FAQs or be able to perform account lookups to action simple requests without involving an agent. This can make more efficient use of agents’ time and can also speed things up for the end user. The fact is, nobody wants to spend unnecessary time on the phone unless they absolutely need to. So, while automations can make it feel like you’re spending less time interacting with customers, they offer more convenience, more choice and more flexibility – putting the power back in the end user’s hands.
While technological advancements are beneficial overall, they do place new demands on your customer service. Your customers want issues to be resolved faster. They no longer have an hour to spend on hold, and their expectations are far higher. This makes it harder to retain customers and gives tech-savvy competitors an advantage. Working with a contact center as a service (CCaaS) provider that can make omnichannel work seamlessly for your customers and agents will future-proof your service and pay dividends in the long run.
“…your customers want issues to be resolved faster. They no longer have an hour to spend on hold, and their expectations are far higher…”
How is AI used in call centers?
AI makes call centers more intelligent by offering more connected and streamlined processes, a greater level of personalization, and so much more.
Thrio’s AI-powered call center technology was built as a holistic and scalable solution to a number of common challenges. From speeding up complex processes for agents and helping them stay focused on customers, to making compliance and supervision audits easier, AI has the power to make call centers so much more productive.
However, integrating AI can also create its own challenges. Many brands, for example, will require multiple vendors for all their customer service needs. That’s why we built an all-in-one solution.
Another common challenge is around recruitment and retention of agents. Agents are wary of AI. They don’t always understand how it benefits them and can feel understandably nervous about being replaced. While AI can be misused, the best performing contact centers combine innovations with human skill and expertise. Process automation can take time-consuming tasks – sending follow-up emails, for example – out of the agent’s hands, allowing them to focus on the next inquiry.
Thrio is designed to empower agents and make their jobs easier and more enjoyable, taking away tedious, repetitive tasks and championing the authenticity and empathy they bring to customer care.
“…agents are wary of AI. They don’t always understand how it benefits them and can feel understandably nervous about being replaced…”
Is call center technology the right solution for your business?
All businesses, great and small, can benefit from smart call center solutions. From call center software to strengthen scripting and automate messaging to intelligent routing and smarter compliance processes, Thrio has it all. Whether you’re preparing to outsource your customer service, scale up the operation, or you’re ready to make the switch to one vendor that can do it all, we’ve got you covered.