Call Center Chat Powered by a Virtual Agent 1


Call center operations are used by companies to provide support for their customers. Conversations between a customer service representative (CSR) and the customer are initiated and involve answering basic and detailed questions in an attempt to resolve customer issues. 


Call centers are notorious for having problems in resolving issues and satisfying the customer, which presents a real problem for sales organizations: the main reason for their existence is problematic when the call center is not able to provide the necessary service. Here’s why. 

  1. Call center operations often suffer from high staff turnover.
  2. Call centers are repeatedly staffed by employees with little experience in the business. Entry-level employees are frequently deployed to work with customers to field calls and have direct conversations about topics they are not trained to handle. It’s hard to believe that workers on the front lines in communicating with customers are the least-experienced. 
  3. New CSRs often follow scripts to guide their responses through the overall interaction with the customer. This can be difficult, as conversations can easily veer off script and inexperienced CSRs give inaccurate information. 
  4. Call center operations are habitually outsourced, and the CSR on the other end of the conversation might be from an area of the world where the dialect is not readily understandable to the customer. 


Meanwhile, customers just want correct answers and quick resolution of their issues. 


All these factors could negatively impact customer loyalty. That’s why, a company’s call center operations increasingly rely on message-based “chat” sessions where the customer invokes an online session on the company’s website then corresponds with a CSR via messages until either the issue is resolved, the CSR recommends follow-up actions, or the customer ends the session.


I’m DJ Sebastian, and we’ll continue the discussion on Call Center Chat Powered by a Virtual Agent in the next briefing.