Technology has played a vital role in customer service outsourcing. Rapid advancements in information and communication technology have led to a boom in call centers across the world. Call centers use a variety of technologies to support contact with a customer.
Prosci research, a firm that researches call centers, conducted a survey of 120 contact centers and found that email is the most commonly used medium for customer contact. The survey findings have been tabulated in Table 1 (numbers do not add up to 100 as the survey participants were not limited to one option).
|Technology||Percent of respondents|
|Voice response systems||61|
|Quality monitoring systems||53|
|Computer telephone integration||51|
|Call logging systems||49|
|Contact Management tools||46|
|Workforce management tools||43|
|Wallboards / reader boards||42|
|Advanced network services||38|
|Web-enabled call center||18|
Various technology options are available to an outsourced customer service center and the selection of technology that will be used by the center needs to be done intelligently. The technology used should give the call center a competitive edge over other vendors. According to Intel, the technology used in an outsourced customer service center should provide the following six essential requirements: