TELEPHONES AND TECHNOLOGY:
The "Odd Couple" finally produce a consumer friendly child!
One of the most common grievances we all suffer is
caused by a sort of forced union between telephone and computer technology. Consumers
and businesses alike have had it with complex voice mail menus (press 1 for
this, 2 for that, followed by choose 1 for this, choose 2 for that, choose 3
for the other thing….) Even worse is the infamous speech recognition systems
used by companies more concerned with their profits than customer service. ("I'm
sorry, I must not have understood you
correctly…")
Next generation telephone switching technology has
provided the answer. Select Communications Inc., the largest inbound call
centre network in Western Canada, has
implemented a customized telemessaging and communications system. Designed and
manufactured by Montreal
based Szeto Technologies Inc., the "Call Linx" technology is based on
VoIP and Linux. Szeto's systems combine advanced software-assisted services
with, of all things, a human operator.
Businesses where customer service is key to their
success have recognized that a combination of technology and a traditional
"human touch" is what creates a great "customer first"
impression. It's not just about customer service either: Alberta's energy sector depends on
communications technology to safeguard their workforces. Rapid, intelligent
communication is a vital component in safety networks. The challenge has been
twofold: successfully combining people with high-tech information systems, and
(of course) providing the service at a reasonable cost.
The system is simple in principle: A
telecommunications and software based machine intelligence provide live operators with a
steady stream of "as needed" information - depending on the context
of the current conversation. The beauty of this system is that the technology
is available and assists the operator but the technology is 'hidden' from the
caller. This promotes a normal and natural call experience for the caller and a
strong impression of a "customer service" first company. Operators
love it because it takes the guesswork out of critical conversations and leaves
operators free to direct the call and concentrate on what their caller is
saying.
The number of businesses that require 24 hour
personalized customer support is staggering. They range from oil field service firms to
funeral homes, and include any business looking for a competitive edge based on
better service and a more professional image. In the oil patch, work-alone
legislation and progressive employers have created a demand for first class
employee safety check-in systems. Les Bidewell, president of Select
Communications and Select Call Centres says "my customers demand far more
than unattended voice mail can deliver. When there is an emergency, a tragedy,
or even a competitive business situation our customers need the intelligence
and speed of human operators. In the final analysis, only a live operator can
provide 'the human touch'."
The challenge has always been managing costs as
well as customer service. Ironically, most businesses requiring the most in
customer service are the same businesses that are operating around the clock,
seven days per week, every week of the year! Select's implementation of Call
Linx is Alberta's
first introduction to this customer service solution, and Select's customers
are enjoying the benefits of increased customer service.
For additional information contact:
Duncan Sisk, Select Communications
(1-888-561-9192), duncan.sisk@selectcomm.com
