Voice Broadcasting in Call Center Solution

Posted by Mike Hussain on April 6th, 2021

A call center solution comes up with different features and functionalities. Each simple and advanced feature of this software has some amazing use cases and benefits. In this article, I will share more details about one of the advanced features available in modern call center solutions, called voice broadcasting.

What is voice broadcasting?

It is also known as audio broadcasting and call broadcasting. As the name suggests, it broadcasts a voice message to the selected contact lists. The contacts in the list receive a call and when the call is attended, it will play a voice message.

A call broadcasting solution is also available in the market. Other than that, the call center solutions now offer a feature or module, so the call centers or other users of the dialer can take advantage of the amazing features of voice broadcasting.

What are the use cases and benefits of using call broadcasting in call centers?

There are many benefits of using this feature in different campaigns as well as there are multiple use cases of this feature for the call centers and customer care centers. Let me share the top use cases and advantages of using this software.

Major use cases:

1. Send announcements

If there is the same message, which needs to be sent to all customers or a group of prospective clients, then using this feature of the contact center solution can be a perfect approach. Any type of announcement such as a change in policy or price, upcoming offers, etc. can be announced using this feature.

2. Send reminders

If some sort of reminder needs to be sent to customers, then also an audio broadcasting feature of the call center solution can be perfect. For example, a collection agency using contact center software with this feature can send reminders of the due date to all customers that need to pay EMI.

3. Stay in touch with the customers

Businesses need to make sure they are constantly in touch with their customers. This fact helps in assuring that the customers are nurtured and made feel valued. The voice broadcasting feature of the dialer can be used to send occasional greetings and wishes, so customers feel connected to the brand.

Major benefits:

There are many benefits of using this feature. Let me explain some of the major advantages of using the voice broadcasting feature available in the best call center solution.

1. Use agents productively

If agents get involved in conveying the same message to all or a group of customers even when there is an option for automation, then it will be a complete waste of their time. By using a call broadcasting feature, you can make sure agents can be engaged in handling more complicated calls.

2. Save resources

By automating the whole job using this feature makes sure that the other resources like agents, tools, etc. are preserved for other usages. The call center solution itself conveys the message and does not need to involve any other resources to take the required steps. This helps in saving resources.

Author Bio

Author works in a company that offers a cloud call center solution with advanced features. The company also offers integrations like call center CRM integration, call center WhatsApp integration, call center Twitter integration, etc.