Call center solutions come with a wide array of features to engage and delight customers. The Soundboard Avatars is one of the interesting features available in advanced, more specifically, in intelligent call center software. It engages customers.
The call center is one of the most growing industries in the world. Generally, it deals with angry, disinterested, or confused people. As one can assume the job of the agents dealing with these types of customers is already difficult. They have to take care of the code of conduct as well as need to make sure the customer is engaged during the call and doesn’t hang up before. The reason to keep the customer engaged is that the abandoned ratio will increase if customers hang up early. This will lead customers towards dissatisfaction which can be bombarded on social media or other platforms. Thus, modern call center solutions come with a wide array of features. Some of them are specifically designed and developed to engage and delight customers.
Soundboard Avatars, more popularly known as Soundboards, is a feature that is developed by the top VoIP developers and usually available in advanced or intelligent call center software. This feature is specifically developed to increase customer engagement, especially, in the first few seconds when a customer gets the first impression of the agent and the company.
There are many utilities of Soundboard Avatars and that is the reason the intelligent call center software that comes with Soundboard feature is gaining popularity. There are multiple ways this feature engage customers and I am going to share the top 2 of them:
1. To engage customers with native speaking accents
Everyone feels comfortable talking with someone from their own region or country. In fact, there are some people such as American English speakers that insist to talk with someone local. It is difficult for a call center to arrange local or native speakers for all different accents available in English. Here comes the Soundboard feature of intelligent call center solution at a rescue. Soundboard Avatars can store the same message in different accents and can play the same as per the speaker. This will not only keep the caller engaged, but it will also make them feel comfortable. In some cases, it also results in first call resolution which is much needed in the call centers.
2. To respond to the people speaking in a non-native language
There can be people speaking some other language than English. Furthermore, in countries like India, there are agents that can understand English when spoken, but find it difficult to speak in English. In the call centers India, management often deal with the scarcity of manual resources, especially, fluent English speakers. Here, Soundboard Avatars can work like a miracle. The agents, cannot speak English confidently, can work for the call centers with Soundboard Avatars. It will keep customers engaged and agents productive. In fact, it will also boost the morale of agents and increase performance. This can also help in increasing ROI. This type of use case can be applied in all countries where the agents are serving the customers in different regions while their own native language is different.
These are the top 2 use cases of this amazing feature. There are many people that use it along with many interesting features available in intelligent call center software.
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