BENEFITS OF ANI IN CUSTOMER SUPPORT CENTERS

As mentioned earlier, ANI is a feature of a telecommunications network for determining the origination telephone number on toll calls for billing purposes. This amazing feature provides a number of benefits to the customer support centers employing it. We have mentioned some of those benefits below:

1. Call forwarding without operator intervention :

An operator call forwarding will become aware of the caller’s phone number and automatically thank them for forwarding their lines as well as give them the option to go to an operator and arrive in check-in mode ready to get their messages. This will reduce the live operator time and subsequently the billable time.

2. Call blocking:

Your answering service can block all the unwanted, irritating calls with the help of automatic number identification.

3. Exemption of call screening bills:

Call screening is the process of evaluating the characteristics of a telephone call before deciding how or whether to answer it. The screening process can be excluded from your answering service bill by employing an ANI system. This highly effective technology can help identify their caller ID and dump these calls before an operator ever has to speak with them.

4. An increase in agent efficiency:

ANI ensures that the most appropriate number is always displayed. With automatic caller ID, the agents will never have to manually select a number. This exempts all the chances of errors. Moreover, it saves them time and effort, thus, increasing their efficiency.

5. Boosts call backs and connection rates:

ANI helps in increasing call backs and connection rates as using a familiar number will increase the probability that the recipient will return the call. Moreover, recipients are more likely to answer calls from familiar phone numbers or phone numbers from similar area codes.

6. Increases first call resolution on callbacks:

Using ANI recipients can be immediately connected with the most appropriate agent when they have missed a call and thereafter call back.

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