Modern call centers have evolved from the routine phone answering services and customer support solutions. They are touching the peak of communications competition and reaching their customer base with every possible means such as fax, e-mail and online chat.
Everyday there is new technology entering the gateways of call center premises only to get used till overused and there is something new to lay their hands upon. The new communication modes and advanced cutting edge technology helps them to develop more effective means and handle processes easily. Call center technologies have gone beyond all means to make their operations seamless and streamlined.
Such a new technology is to integrate and implement varied range of communication means into one interface which is names as Computer Technology Integration (CTI). This call center technology is very sophisticated and one of the most inventive and latest technology to be used by a call center. This is expensive so, most of call centers basically smaller or medium in-house centers find a difficulty to implement it.
Both inbound and outbound BPOs are using this technology to manage their operations with complete efficiency. This technology helps them to in a prompt and timely management of calls. With online means such as e-mail, they can reach to the customers which are based at remote places and could not be accessed, otherwise. The hold times or ‘customers on wait’ times have decreased to nothing and forwarding of calls has also becoming easy and seamless.
In the spurt of BPOs industry, technology has also played an important role. In order to reach customers and utilize their resources in a proper way and up to the utmost, they are deploying technology and not at all hesitating once to invest money in it.