CTI stands for call telephony integration, a technical tool or equipment used to effortlessly handle many calls within a call center.
These technologies are enabling call centers to sound more professional to their prospects. Professionalism is one of the most important aspects to seek the attention of your prospects.
Apart from these technologies, the skills and abilities of the agent also matter greatly in making your calls successful. Some agents, despite having the latest tools are not able to make successful calls.
That is why the people you hire for reaching your prospects must have some skills and knowledge of these technologies to bring the best for you.
Keep scrolling down the article to understand the benefits of using CTI technology for call centers and the alternatives if you do not use this technology.
Top 6 Benefits of Using CTI for Call Centers
Gone are the days when everything was done manually; we live in a world of technology, and using technical equipment has become necessary.
Call centers are the places that have higher workloads, and without using any technical support or expert support, handling calls become impossible. These technologies have enabled the calling agents to deal with multiple successful calls within a day.
Below are a few benefits of using call telephony integration technology for call centers.
1) Call handling rates
For many businesses, it is very important to make a large number of calls to their prospects. Because only a few of the contacted prospects will become your potential customers, it is very important to target as many prospects as possible to acquire one potential customer.
These calls become difficult to manage and handle without any technical support. That is why CTI is becoming a very popular technology for call centers. The other option you can go for is hiring call center outsourcing companies in Dubai to manage and handle your calls professionally.
2) Call abundance rates
When your targets are not comfortable or do not have a good experience talking to you, the number of abandoned calls is higher.
These call abundance rates depend on various factors, and some of the factors include the service and performance level, and the other thing is the technical error.
Any technical error while talking to the prospect could result in disconnection. And when you try to reconnect to similar prospects, the chances of abandoning your call are higher. That is why make sure you have strong technical support to avoid such responses from your prospects.
Your targets provide you with their precious time, and you must make sure that you are not disappointing them during this time.
Being professional and responsible is what your targets are expecting, and the targets always dislike non-serious attitudes.
With the right technical support, you sound more professional to the prospects. Not having troubles while connecting with your targets is one of the first impressions you imprint on them.
4) Target’s satisfaction
The comfort and satisfaction levels of the prospect during a call will define the future metrics. If the current call with your prospect is not good and your targets are not satisfied, then there is no way you can get their time again in the future.
For improving customer satisfaction, you must have all the necessary equipment. Let’s, for instance, consider that you are an agent and calling one of your prospects.
And during your call, the disturbances are higher, and your target cannot listen to anything. Then the target will be quick to hang up the call without waiting or wasting any time.
5) Empowered agents
The confidence levels of the calling agent are everything in making the calls successful. You must empower your agents and provide them with resources to build confidence.
When these agents have access to technical support, they are more likely to develop confidence in them. The amount of knowledge they will have will be higher, and they will know better how to behave in various situations.
Those call centers where the agents do not have access to these technologies lack confidence, and their call handling rates are low.
6) Average call transfer
These technologies are the biggest sources to bring professionalism in you, and when you sound like professionals, the chances of prospects giving you positive responses are always higher.
These technologies have increased the rates of call transfers. Call transfer rates refer to the number of calls transferred to other departments for further processes.
These technologies are the only way to get these higher transfer rates, but the abilities and skills of the agent are also very important.
If you want more prospects to reach you for face-to-face meetings or virtual meetings, then call center outsourcing companies in Dubai are the best option.
Get the Right Technical Support to Increase Your Sales!
There are two options you can improve your calls. One is by having the latest technical support, and the second is by having the professional.
But having experience and expertise is very important in call centers. If you are not an expert, then using technology is of no use.
So, make sure you reach the people that have expertise making calls and have the required technology components to help you target your potential prospects.