Looking at Call Center Modernization in The Digital Transformation Era

When you hear about the term “call center” or “customer service”, what goes through your mind? Maybe you think it’s identical with someone, sitting behind a desk, staring at a computer screen, and answering complaints from a customer with a phone beside that person.

Before technology rapidly grows as it is today, that is pretty accurate. However, after technology embeds itself to all lines of our life, including our work life, how call center works is also transformed. Nowadays, it has become increasingly uncommon to find companies that only provide call center services at certain hours, and only on workdays. For example, call centers used to only operate from Monday-Friday, from 09.00-17.00. With technology, most call center services are able to serve customers 24 hours a day, seven days a week.

A 24-hour call center will definitely help customers to file a complaint, feedback, or ask about a product without any time constraint. They can conveniently call companies after they are done with work, because the call center is operational at any time. On the business side, business owners can receive more information about their customers’ needs and feedback on their goods or services. These kinds of information are crucial in developing a sound product or business strategy. Overall, modernizing call center will answer the need of both companies and consumers.

Now, there are several technologies that enable call centers to transform their daily operations. First, we have mobile SIM that enables call center officers to be away from their desks in order to answer customer calls. With mobile SIM, officers can answer calls anywhere. This increases the flexibility of the call center and free them from the limitation of work hours. For customers, this technology can help them to get faster, readily available service, at any time.

Another benefit from mobile SIM is that business owners are able to directly answer customers’ complaints. This adds to the call center feature of being able to record conversations between customers and call center officers, for the business’ evaluation purposes.

Other than mobile SIM, we have another technology called SIP Trunk that supports modernization of call center services. Through SIP Trunk, companies no longer use traditional phone line to answer calls. SIP Trunk uses Internet connection and is able to solve some of the challenges faced by companies when using traditional phone line.

Many industries can benefit from call center modernization, such as banking, insurance, retail, manufactures, energy, telecommunication, even government. Indosat Ooredoo is one of the providers that understands this need and offers relevant products to answer the need for more modern, more reliable call center services. Through I-Phone service from Indosat Ooredoo, companies can modernize their call centers, so their business will match consumers’ needs and technological advances.