In the increasingly digital business landscape, the desire for human interaction remains strong; a whopping 90% of consumers still favor a phone conversation with a live agent over a live chat session.
Thus, the significance and impact of enterprise call centers have not diminished but grown. Providing efficient, premium and personalized support is what customers seek. Enterprises that answer this call are more likely to achieve and sustain success.
We must understand not only the importance of call recording but also the additional opportunities it opens up. There are technologies that are not widely used, but they can take the recording of conversations in your business to the next stage of development. We’ll talk about them in this article.
New Conversation Recording Technologies – A Response to Modern Challenges
The challenges brought on by the COVID-19 pandemic were uniquely felt by call centers worldwide. A significant shift occurred as many employees moved to work-from-home setups, resulting in various operational hurdles. Take for instance the notable 50% surge in challenging support calls. Such an upswing led to customer satisfaction plummeting and a surge in the number of call escalations. To make matters worse, customer service representatives (CSRs) faced longer wait times. Compounding these issues were inadequate technological tools, spotty internet connections, and the cumbersome manual routing of calls. Complaints from customers soared to new heights during this period.
Advanced Technologies in Call Recording
To realize the power of AI or VR, you need to start small – integrating powerful tools for recording calls. If your budget is limited, then a phone call recorder app could be iCall. This iPhone call recorder app offers a free trial period, powerful recording security, and fast-sending tools. It can also be used as an iPhone phone recorder. At the output of the call recorder, we receive high-quality recordings, to which we can add any of the technologies described in this article.
#1 Virtual Reality
In the year 2024, a surge in virtual reality (VR) usage is expected, particularly for training contact center agents. A significant transition towards VR tools will take place, with forecasts suggesting that by 2025, an impressive 65% of call centers will have integrated VR into their operations.
Customers are showing a keen interest in the metaverse, stirring brands to establish a virtual presence. Consequently, this calls for contact centers to evolve and meet customers within these new digital environments. Engaging training sessions that mimic real-life interactions are being employed, thanks to VR’s capabilities.
Such realistic simulations in VR not only reduce traditional operational expenses but also cut down on the time necessary for training. Moreover, they’re showing remarkable results in boosting the performance of agents.
#2 Artificial Intelligence
Artificial Intelligence has permeated various industries and faces of human-centric activities, including the realm of B2B interactions and sales. This technological marvel isn’t just a fleeting trend; it’s quickly becoming the norm within numerous call centers, and enterprises are keen to exploit its full potential.
Remarkably, AI-powered software is revolutionizing the way calls are managed. Forget tedious manual interventions for directing calls—these intelligent systems seamlessly connect callers to the most appropriate customer service representative, drastically cutting down wait times.
#3 IVR
During the pandemic’s peak, businesses recognized the indispensable role of Interactive Voice Response (IVR) technology. It’s no wonder that the usage of IVR systems by companies surged; in fact, 42% of them upped their reliance on IVR in 2022. Call centers are really leaning on this tech as their mainstay for handling customer service like champs.
With automation and AI that gets our lingo, IVR’s quickly shaping up to be a major player in the business world. With these innovations, not only can teams easily work from virtually anywhere, but their daily workflows are also getting much more streamlined. High-volume customer interactions can be managed more efficiently. Even the secure collection of delicate customer information becomes a smoother task thanks to these developments.
#4 Chatbots
Many industries now utilize chatbots within their customer service sectors. As AI helpers, they’re stepping up their game in a big way.
Effortlessly, chatbots manage your calendar and swiftly answer the easy stuff. Beyond fielding your queries, chatbots step up by neatly presenting account info, streamlining payments, and nudging you with reminders to keep everything on track. As essential components of omnichannel call centers, chatbots aim to satisfy consumer demands thoroughly.
#5 Omnichannel Integration
To enhance their competitive edge, companies must adopt an integrated omnichannel approach. Adopting this approach boosts how customers interact with and feel about a brand. Lately, top companies are all about immersive virtual experiences, smart chatbots, and slick omnichannel setups that sync up everything.
An omnichannel contact center allows for personalized customer journeys. It flexes to fit what each person wants and how they act, letting service folks switch smoothly through all the different ways customers reach out.
Conclusion
Rolling out AI across call center recordings unlocks a goldmine of key takeaways, as it meticulously combs through each conversation to spotlight the information that matters most. Previously, in all call centers, such records either simply collected dust or were checked selectively – a few out of 100. Now it is possible to expand the coverage of support channels and at the same time filter out some of the questions through chatbots.