| Since 80’s, call centres do have a technology | | | | call centres. The only problem that we can see is |
| to help their operations and to meet the | | | | complains of the customers. And that complains |
| satisfaction of the customers. It starts from | | | | and satisfaction needs to resolve. The problem |
| database design to complete computer system | | | | before is the long minutes of waiting to be |
| and phone system integration. The leading | | | | connected in a representative or operator. |
| providers of call centre technology developed | | | | Complains now are the touch tone menu systems |
| systems and services that are certainly helpful in | | | | and automated queuing systems that leads the |
| call centre industries. They continuously upgrading | | | | caller to be connected on the designated |
| system and the latest of this are the automated | | | | representative. People dislike automated answering |
| answering system. The purpose of this system is | | | | system. Some survey showed that the callers |
| to help the call centres in handling and accepting | | | | would opt to speak to a real person instead of |
| calls. This is like the guide in dialing to identify the | | | | dealing with an automated system. |
| purpose of the caller. | | | | What the call centres need to do now is to |
| This usage is to reduce operator error, improve | | | | reduce the complaints of the customers by |
| customer service, and allow call centre employees | | | | launching a campaign to educate people about the |
| to perform other tasks. No doubts and questions | | | | importance of having automated voice system. In |
| that this is very helpful in call centres operation. | | | | this manner, they will be able to exert more |
| They can provide interactive voice response that | | | | patience and understanding why it has to be that |
| answers calls without an operator. | | | | way. And for the live operators to some how |
| Saving time and to handle multiple calls from | | | | lessen their chances to get very annoyed and |
| customers are also the important thing that | | | | furry callers. |
| automated answering system can provide for the | | | | |