Call Centre Technology: Making Customer Service Easier and More Secure
With the advancement of call centre technology in the past few years, companies are able to serve customers with less staff or grow their businesses without hiring more employees to answer some of the simpler questions. For example, customers looking for basic concrete information like account balances or reservation details can call the company twenty-four hours a day, seven days per week to retrieve it without the need to talk directly with a representative. What’s more, is that software is now available to recognize and verify a customer’s voice, too.
Advancements in customer service call centre technology began with touch tone prompts. However, customers quickly became frustrated with the prompts, sometimes not knowing what to push because they were unsure into what category their needs fell. Now, voice recognition is often used in place of these prompts. The system asks a question, requesting a voice response. And while the customer knows it is not a real person on the line, it feels more like human interaction. The technology detects the voice and processes it to get the customer the needed information stored into the system.
Still, call centre technology has taken it one step further. Just as touch tone menu prompts have come to annoy customers over time, so has the frustration of remembering a PIN or password to enter to retrieve their information. With the science of voice biometrics, the system can detect and verify a person’s voice without a password! This technology will prove even more valuable in a world with growing identity theft. A voice is like a thumbprint, except there are even more qualities that make each voice print unique from another.
As call centre technology continues to advance, customer service will continue to improve. With the introduction of voice recognition and voice biometrics, many businesses have increased their clients’ satisfaction, saved money on hiring and training staff, and even more importantly, deterred fraud. Years ago, we may not have expected these kind of improvements. Just think, with more and more creative technological testing and ideas surfacing everyday, we can continue to serve customers more quickly and effectively, all while keeping their information safe.
