Voice Self Service Technology Leads the way in Call Centres

Of all the technologies that have emerged within the call centre industry over the last few years, one of the most universally accepted by consumers is that of voice self service technology. There are a number of benefits stemming from self service apparatus.

It is important for contact centres to embrace technology that helps improve their interactions with their customers because satisfaction is invariably the key to customer loyalty. One piece of telecommunications technology that is being viewed favourably by consumers is that of voice self service equipment which can help improve a callers overall satisfaction when it comes to contacting a call centre. Generally speaking, it is outbound calls that make use of self service technology that customers are most comfortable with and it is likely that this form of call centre interaction will increase in 2009 and beyond due to its apparent tolerance of it amongst consumers. Telecommunications companies are constantly being revolutionised by new forms of technology but some are certainly better received than others and it is apparent that voice self service technology is one form of contact centre apparatus that has found favour with consumers across the UK.

Self Service Technology – Providing a Useful Service

According to research compiled by BT and Nortel, some 71% of those that they surveyed revealed that they would be happy to receive a call from a call centre using self service voice recognition technology if it was to provide them with a useful, pertinent piece of information such as a delay to a flight or a product being out of stock. Another way in which consumers would be happy for this self service technology to be deployed is by receiving a phone call when goods that you’ve ordered are set to be delivered. Some 80% of those surveyed by the BT and Nortel research said they believed this would be a useful way in which to utilise self service telecommunication technology.

Consumers Begin to Embrace Self Service Technology

In the past, it may be fair to say that new forms of technology within the call centre industry were treated with scepticism by consumers but improvements in how call centre technologies are implemented are beginning to alleviate these fears. Speaking on this issue, Andrew Small of BT, states “It is a misconception that people are afraid of machines and always prefer human interaction”, and Chris Wade of Nortel, adds, “With consumers demanding lower prices and better service, companies need to assess the best possible strategy for managing their communications with customers.” http://www.marketwatch.com/story/potter-voice-technologies-files-colorado-patent-infringement-lawsuit-against-apple-google-others-says-the-lanier-law-firm-2012-04-25