How does state-of-the-art technology translate to a higher return on investment?
It makes the entire call process more efficient. If you provide the right information at the right time to your call center staff, your customers’ needs are going to be satisfied with less time on the phone. Usually companies are well aware of the cost of their call center operations per minute or per hour. They are often looking at ways to reduce these costs, but fail to look for ways to reduce the talk time. Also, investing in a flexible call center technology platform will also pay off in the long run by reducing the cost to modify call center applications when the business needs change. MICHAEL VAN SCYOC is senior vice president of IT client services for InfoCision. Reach him at (330) 668-1400 or mikev@infocision.com.
