By Peter Lyle DeHaan, PhD
The foundation in every teleservice call center is the ability to effectively and efficiently take messages from callers and process them for their clients. Doing so successfully is a proper melding of selected, trained, and supervised staff with the right technology that allows them to do their job to the best of their ability. Selecting the right message taking system can shave seconds from each call. When thousands of calls are taken each day, these seconds per call quickly add up to hours. The result is time that can be shaved off the schedule, thereby reducing payroll costs and enhancing profitability.
In addition to increased efficiency, the right software solution can be used to offer more services to clients. This accomplishes two things. First, offering more services results in increased billing, which again increases profits – assuming that the services are properly accounted for and billed. By offering more services and in a better manner, clients are increasingly connected to the call center and less likely to switch to a competitor. Another benefit of the right software – coupled with the right staff – is increased accuracy, reduced errors, decreased stress, and greater job satisfaction for agents.
While the message processing solutions of the past were manual or cumbersome computerized representations, today’s leading systems are highly automated offerings that greatly assist agents in answering calls, capturing information, and passing messages on to clients in a quick and effective manner.
Here are the leading message-taking software providers to consider in providing your call center with the best technology available today.
[From Connection Magazine – October 2008]