(Newswire.net — April 2, 2019) — The call center industry is booming, thanks to the way that call center software has evolved to go beyond the traditional realm of inbound and outbound telephone calls. In the 21st century, call center software encompasses a variety of useful tools. They allow you to interface and communicate with your customers via mediums such as live web chats, SMS text messages, email, and even video.
With so many dynamic options, it shouldn’t come as a surprise that call center software is at the heart of many workplace revolutions across a variety of industries. Several different businesses are capitalizing on call center software; here are just a few of them.
The healthcare industry
A buyer report on call center software from just five years ago illustrated that of all industries, healthcare is the most likely to utilize and benefit from call center software. Software Advice shares that businesses with high business-to-consumer interaction are one of the best industries to benefit from such software.
Plus, with the ability to reach customers in ways that go beyond phone calls, it’s easier than ever to get your company’s message to a patient. Everything from SMS texts that remind you of upcoming dentist appointments to prescription refill reminders are powered by call center software.
Financial institutions
Banks and other financial institutions also stand to benefit from using call center software. When it comes to volume, call center software plays a major role in whether the workload is handled efficiently or chaotically. Thankfully, call center software exists to help automate portions of the support process at peak times, such as during tax season.
Focusing human resources and digital technologies like interactive voice response (IVR) on the tasks best suited for them ensures that financial institutions can run smoothly even with seasonal demand.
Small businesses
Many businesses outsource their most critical services to call centers. The types of services that get outsourced can vary based on the size of the company, but many of the most commonly outsourced services include aspects of human resources, such as reference checks and payroll updates. Having these tasks handled by call center software means that work can continue as normal, even if there are outages to other aspects of the service.
Tech companies
One of the biggest hurdles for tech companies is customer service. From startups to tech giants, in an increasingly competitive arena, your customer service is integral to your success.
Having the ability to use call center software features like live video to walk users through a complicated software feature can be game-changing when it comes to delivering high quality customer service in a timely manner. It’s for this reason that more and more tech companies are finding ways to capitalize on the considerable strengths of call center software.
Insurance companies
Streamlining insurance claims is another powerful way to use call center software. One of the ways insurance companies are using this technology to benefit their claims process is by integrating their support systems with their website. Customers can visit the company’s website and immediately start speaking with a representative in real time. The experiences that this sort of integration is able to facilitate are quite powerful, and can help insurance companies better inform and understand their customers.
The call center industry continues to improve and evolve with other technologies, offering powerful ways to improve your business. From insurance applications to customer support and even the handling of critical services, this short list should inspire you to rethink the ways that call center software can transform your company.