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Operations, Performance Article, call center performance
Article at a glance:

Using IT to boost call-center performance

  • Technologies that can help call centers reduce costs and increase revenues have become less expensive and more powerful.
  • Two such technologies—voice recognition and interactive voice response—can automate a higher percentage of phone calls because the new systems are more sophisticated and thus more acceptable to customers.
  • New IT systems also help agents get relevant data faster, so they can resolve more issues on the first call and spend more time with high-value customers.
  • Software for scheduling and routing has also improved. Companies can now staff call centers more efficiently and cut the time callers spend on hold.
This article includes the following exhibits:
  • Exhibit 1: What are worthwhile improvements for call centers?
  • Exhibit 2: Which investments yield better returns?
  • Exhibit 3: How well are calls routed to available agents?

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