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Benefits of using an Email Management Software for Call Centers

David Martin
 


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An ever growing amount of traffic in the contact center is nowadays being handled through email. But how can businesses operating contact centers get the best out of emails? For starters, any email service requires being adequately fast, reliable as well as accurate. Unfortunately, a good number of companies usually take more than forty hours to respond to inquiries posed to them via email. This was confirmed following recent reputable surveys. This means that such businesses end up losing a significant number of potential and existing clients besides delivering low customer satisfaction. What then is the solution to this major problem? Email management software for call centers is one of the most viable solutions for this challenge being faced by contact centers.

When is this software beneficial for business?

This software comes in handy, when the business is growing and when a firm is introducing a new line of product. The number of emails hitting the contact center should be expected to spike. This does not necessarily mean that your average handling time for each email has to increase as well with it. Email management software provides fast and intelligent management of high volumes of email that is designed to enhance the productivity of contact center and even scale easily along with the demand. All this translates to low maintenance of ever increasing high volume email.

Email management software is also a fantastic way of ensuring quality service through exceptional responsive service. You should not allow large volumes of email to slow down your usual service time or even place a burden on your contact center. By investing in the right technology, email could serve as a low cost service channel, enabling your company to become more responsive to your clients while increasing the efficiency of your contact center. This kind of software provides you with a platform for reassuring customers using automated email confirmations followed with updates regarding the progress of their orders and other types of inquiries. This, in turn, remarkably reduces the volume of avoidable service requests while enabling quick and consistent replies to the concerns of your clients even when they are in millions.

Email management software for call centers does the job of assessing the content, context and sentiments of inbound email in your contact center through a sophisticated text analysis, classifies and effectively routes an email to the right agent queue or department. Smart response and easy handling is guaranteed because the agent response time is simplified through automatic suggestion of the most likely response to inquiries and offering scripted responses.

Through the integration of email management with your company's knowledge base across your data warehouse, you will be able to offer not only a proper response but also an excellent one every other time. What is more, rules administration, issues of routing and queue configuration is obviously simplified with just a single installation which enables customization for all areas of business. Investing in this software will save you time and money in the process of improving your call center service.

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