How a Company Can Maintain Positive Brand Image by Using Intelligent Call Center

Posted by Ethan Jones on February 21st, 2020

The latest trend in the call center industry is intelligent call center software.  It is one of the most advanced tools these days. There are many companies and call centers that have already started using this type of call center solution. An intelligent call center solution comes with a wide array of features. All these features get developed with an agenda to benefit customers in one way or another. One of the benefits of using it is that it helps companies to maintain a positive brand image. Wondering how? Read on. In this article, I will share how an intelligent call center software helps to maintain an affirmative business brand image in the market with its features.

1. Fraud detection

Intelligent call center software comes with extensive security mechanisms and one of them is fraud detection. It is one of the modules available in this system. It detects fraud and gives an indication in real-time. The agent or supervisor can take preventive controls to not get involved in any kind of activities that can harm the company. It also helps companies to make sure that they stay away from any kind of negative publicity. For example, even if there is no mistake of a company when it faces frauds, it makes headlines about the weak security system in the company. This situation can be completely avoided by using an intelligent call center solution with the fraud detection feature.

2. Real-time supervisory control

Similar to traditional call center solution, intelligent call center software also offers real-time supervisory features as listed below:

•          Barge-in
•          Whisper
•          Conferencing

These features can be used to monitor ongoing conversations to assure that none of the customers is getting ill-treated by any agent knowingly or unknowingly. If there is any activity of that kind, instant control can be taken by the supervisor to handle the situation.

In addition to traditional supervisory features, intelligent call center software also offers live data and statistics to supervisors and admin so they can keep eyes on the activities in real-time and whenever they see any sign of suspicious activities, they can take appropriate actions.

3. Historic data for better control

Call recording is one of the great sources of reviewing different conversations to assure nothing wrong is conveyed to the customer. Furthermore, reports can be used to review different key performance indicators which might be affecting your brand image negatively. For example, intelligent call center software provides agent statistics. That can be used to review how agents are performing and to see if there is anything wrong which needs your attention. For example, if there is an agent who has too short or too long call time on an average, it means there must be something wrong. It is not necessary that he is not treating customers well, but too short call time indicates ignorance to customer queries and too long one indicates signs of frustrating clients by keeping them on the line for so long. There are many as such indicators that can help you identify areas that might need to be fixed for assured positive business brand image.