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Outsourced Call Center Tech: What is Live Call Guidance and how Will it Revolutionize Your Company’s Approach to Customer Service

Posted by Randy Clapp on Apr 30, 2019

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The current business market is a battleground for customers, and your company must ensure it has superior customer service and a world-class customer experience (CX) if it is to succeed.

This means employing a team of experts that will be able to implement customer service strategies that delight your customers at every stage of the journey. This is far from easy, and that’s why many turn to the expertise of an outsourced call center.

However, the traditional outsourced call center is no longer enough. Your company should look for a call center that uses innovative technology to improve every stage of your company’s customer experience, as we do at Advantage Communications.

Did you know that the majority of outsourced call center agents forget 59 percent of their coaching within one week? It doesn’t have to be that way, and that’s why making the most of artificial intelligence (AI)-enabled live call guidance is essential for successful outsourced customer service.

What is live call guidance?

A live call guidance solution uses AI technology to analyze phone conversations between an agent and your customer, prompting customer service representatives with the best answers to say based on the context and reactions of the conversations.

Instant feedback helps call center agents to deal with any situation, from issue troubleshooting, returns, order inquiries and much more, as well as fixing any potential mistakes before they happen. What does this mean for your company? A better overall customer experience.

Not only that, but live call guidance also allows for in-the-moment changes to script or customer service strategy.

By collecting and analyzing metrics and patterns in real-time, opportunities to improve your customer experience can be found and new scripts or messages can be sent out in a matter of seconds - to the entire team of customer service agents, even while they are on a call.

This ensures that agents are always using the most up-to-date scripts and that they are on the same page with any changes to your customer service strategy.

What are the benefits of live call guidance?

By offering agents real-time call updates and guidance, your company can create a superior customer experience, create a better customer service strategy and improve first call resolution (FCR) rates.

In fact, research has found that the use of live call guidance in partnership with an outsourced call center can result in a 23 percent increase in revenue, a 50 percent reduction in quality assurance costs and a 65 percent reduction in training times.

Other key benefits include:

  • Reducing the number of callbacks.
  • Giving agents real-time prompts to ensure they avoid potential mistakes and make the right in-call decisions.
  • Promoting soft skills, such as active listening or empathy, to improve agent-customer relations.
  • Shortening handling times.
  • Detecting underlying issues and agents could be going wrong.

How can Advantage Communications help?

Outsourcing your customer service to an outsourced call center in Canada can be a tough decision, and choosing one which will really empower your company to see an improved return on investment (ROI) is a further challenge.

That’s why partnering with Advantage Communications is the right choice.

We make use of the most innovative and state-of-the-art artificial intelligence technology to not only improve your customer service strategy but to provide a superior CX. It’s for this reason Advantage Communications has implemented our AI-powered live call guidance solution - MVP Advantage.

Since most other outsourced call centers only provide post-call data, ACI is in a unique position to provide real-time guidance to our client’s customer service representatives - empowering every call to be a successful customer interaction.

Are you looking for more information about outsourcing your customer service to a call center in Canada, which uses state-of-the-art live call guidance technology to improve agent performance for its clients all over the globe? Contact Advantage Communications today and learn more about how we can help.

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Topics: Artificial Intelligence




Randy Clapp

Written by Randy Clapp

Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.

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