The Rise of Intelligent Support in Modern Call Centers

Call centers must consistently perform well, considering the vital role they play in assisting customers. Whenever customers have concerns, they will make a call to get help. Customers expect effective resolutions to their concerns before the call ends. As call centers have become modernized, the expectations on their performance have also risen. Modern call centers nowadays have started to integrate artificial intelligence (AI) to provide intelligent support to their operations. There are also many business process outsourcing (BPO) companies that are offering AI outsourcing services to call centers. Thus, the expectation is that AI in call centers will continue to be a significant trend in the long run.  

Essential Aspects of Intelligent Support in Modern Call Centers

• Chatbots: Most modern call centers utilize chatbots to handle customers’ basic inquiries and requests. The reason for this is that modern call centers know that chatbots are capable of providing faster responses to customer concerns. Customers always expect quick and effective responses to their problems. The good thing is that the training of chatbots enables them to provide automated answers to fundamental customer concerns. If the customer’s situation is too complex, the chatbot will escalate the call to a human agent. 
• Data Gathering: The AI in call centers nowadays can gather data from all customer transactions. These data are eventually analyzed so that call center managers can continually identify ways to improve their operations. The undeniable reality is that modern call centers must keep finding ways to keep their customers satisfied. The results of the data analysis conducted by the AI will help call center managers identify areas for improvement.
• Automation: Automation is another impressive capability of AI in call centers nowadays. Automation of all routine tasks has become prevalent in modern call centers. Thus, this helps human agents lighten their daily load and focus better on their tasks. When human agents are not getting overwhelmed by tasks, they feel better and more confident in performing well. 
• Consistency: The undeniable reality is that human agents will eventually make mistakes due to fatigue and stress. No matter how skilled human agents are, they are susceptible to making mistakes when they become tired and stressed. The good thing is that AI in call centers is not affected by fatigue or stress. Thus, AI enables call centers to have a more consistent quality of service due to fewer mistakes. When call centers maintain an excellent quality of customer service, they will have more loyal customers.  

Why Choose Magellan Solutions as a Modern Call Center?

• Improved Efficiency: Our AI-powered operations help us to achieve tremendous efficiency as a modern call center. We can consistently provide quick and practical solutions to customer concerns through AI. Manual tasks get automated by AI, which contributes to increased productivity. Thus, our improved efficiency enables us to resolve numerous customer concerns, which keeps our customers satisfied. 
• Better Customer Service: At Magellan Solutions, our top priority is always providing the best possible customer service. We are always confident that we can provide excellent customer service because of our AI-powered operations. Our chatbots and virtual assistants can give immediate responses to customers’ concerns. These chatbots and virtual assistants are also available 24/7 for the convenience of our customers. Thus, it should no longer be surprising that we have loyal customers, as they are consistently satisfied with our services. 
• Cost Savings: Our clients no longer need to establish their in-house team to address customer concerns. We are a modern call center that delivers exceptional customer service through our AI-powered operations. Thus, we help our clients achieve significant cost savings by taking care of resolving customer concerns on their behalf. The best part here is that we offer flexible pricing plans that can fit within our clients’ budgets. 

The Bottom Line

To truly see the real impact of AI in call centers, they must first be willing to adopt and utilize AI. AI is such a powerful tool that can bring tremendous benefits and modernize call centers. Thus, it should no longer be surprising that most call centers nowadays have already integrated AI into their operations. However, call centers should also be cautious in their use of AI, as its misuse can lead to disastrous consequences. Call centers must see AI not as a tool to replace humans but as a tool to help humans become more productive. Having the right approach to AI is crucial for call centers to maximize the benefits that this technology offers. 

Interested in Intelligent Support for Modern Call Centers?

Magellan Solutions is a provider of inbound and outbound call center services, as well as business processing outsourcing, in the Philippines. The company has extensive experience in providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) as well as large global enterprises. Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle.

As a leading business process outsourcing provider of customer management solutions, we are committed to delivering an outstanding customer experience with every interaction. Visit Magellan-Solutions.com to learn more about our intelligent support services for modern call centers. You can also contact us now and receive a complimentary 60-minute consultation.