May 19, 2010

The Call Centre of the Future... on your SmartPhone

TECHNOLOGY - Imagine a job where you can go for a walk, go to the gym, go shopping, etc. and get paid every time your SmartPhone rings and you help out a customer?

In the very near future there will be an app for that.

Customer service will be quantified and measured so that personal service (as opposed to talking to those damn automated machines) will be paid on both the quantity of the calls and the quality of customer service, helping customers to reach a satisfactory conclusion with everything from billing errors to tech support.

But its the fact these customer service reps won't need to be in a call centre any more that is interesting to me. They will be able to answer calls from wherever they are located... just so as long as there's no distracting background noise and there is a good strong wireless connection.

Whenever the CSR knows they are ready to receive calls they turn on the application on their SmartPhone and are connected to the Call Centre's mobile network, allowing them to receive calls. A built in program can terminate the call if there is too much static or background noise, switching the caller to another CSR with better reception.

The advantage here is that it allows people to work from home, but maintain mobility so they're not just sitting all day as their body goes waste. The company in turn saves money on building costs, less offices to buy/rent, less computers to buy and the SmartPhone application network keeps track of everything with rare need for managerial interference.

If customers ask to speak to a manager the CSR just has to press a button, briefly describe the problem and leave a voice message for the manager or higher ranker CSR who will be waiting on the following line... likely out walking their dog or playing golf.

I am not saying its an improvement, but its definitely the future.

See Also: The Future of Phones

1 comment:

  1. Quality customer service is defined as meeting or exceeding the customer's expectation when resolving their issue and standing behind your product or service after the sale. The concept behind the "under promise/over deliver" idea is not new, but not practiced nearly enough when it comes to managing customer expectations.

    For service to be truly amazing in the eyes of the customer, your service organization needs to empower its team members to act within the best interests of the customer first and the company second. In order for this to happen, your management team needs to establish guidelines and metrics to help the customer service representative feel they can make decisions on their own to do what is best for the customer.

    Gravity Gardener


Comments containing links will be marked as spam and not approved. We moderate every comment. If you want to advertise on this blog it is $30 per link.

Affordable Website Design & SEO

Looking for a quality professional website designer? Why not go where the smart money is?! Toronto Website Design and Toronto SEO. Get free SEO advice from people who really know the business.

Featured Posts

The Sarcasm Symbol
Ever had some confusion online or with your cellphone when someone fails to catch the sarcasm? Well now with the SarcMark you can ge...
Behold, the Scorpion Hydrogen Supercar
CARS - To the right is the future of supercars... it is a hydrogen supercar called the Scorpion. The Scorpion from Ronn Motors in Texas is t...
Documents show Stephen Harper misusing public funds
CANADA - According to 950+ pages of documents obtained by the Canadian Press under the Access to Information Act the Privy Coun...
Pink's Rosie the Riveter
ENTERTAINMENT - What I like about this video is how it meshes different social movements like feminism, veganism, anti-capitalism...
California's Dustbowl
ENVIRONMENT - The photo on the right is a farm in California that has been put up for sale. Its just one of thousands of farms that are n...
Is Steampunk the New Goth???
GOTHIC - Watch out what you see on the subway late at night because while in 2001 you might have seen some pretty freakish goths, by 20...
Do you have enough Ice Water in your diet?
HEALTH - A Calorie (large C) is a measurement of the amount of energy needed to raise the temperature of a litre of water (1 kg's worth) ...
North Korean timeline towards Inevitable War
POLITICS - The following is timeline of events that have occurred on the Korean Peninsula. 1945 - Japan surrenders to the United States a...
Judgment Day is Tomorrow, so sayeth Cult
RELIGION - According to a cult based in California, Judgement Day is tomorrow (May 21st 2011) and Jesus Christ will return to the Earth a...
Sex in Space Forbidden
SEX/TECHNOLOGY - Sex in outer space is a big no-no according to NASA. Not for professional astronauts at least, but the growing numb...

Popular Posts