In this post, I give an entirely new call center idea that may replace the conventional call centers. A call center interacts with inbound and outbound call makers. Generally, a contact center provides information in the form of emails, chats, and websites.
When a caller contacts a call center, first they encounter Interactive Voice Response (IVR) to choose from a menu option or may ask, “Tell me in a few words how can I help you?’ The caller eventually speaks with an agent.
On one hand, the IVR assists the caller, on the other hand, it frustrates them and most of the time caller is in a loop and goes nowhere.
Secondly, on a given day one may spend hours and hours on the Internet and may make several calls to resolve their issue but no success. One may also consult an AI chatbot. But again only professionals can get an advantage of AI.
The present-day contact center eliminates human contact upto a great extent. Our new call center, call it Universal Contact Center (UCC) has the following features:
- It is bringing humans back into the equation. It replaces the IVR. When a call comes, it connects with an operator. The operator asks basic questions and reroutes them to the appropriate unit.
- The UCC search engine would provide information in the form of cheat sheets. The cheat sheets are humanly generated. They are called cheat sheets because each inquiry is described on a single page (in a paragraph or two). For more information, one would be asked to contact us.
- UCC is also best for people living in remote areas who might only have a landline phone. UCC will meet their needs.
- UCC provides a platform for professionals to connect with their clients.
- UCC would offer several plans. The basic plan would provide basic information for free. The premium plan would be for businesses.
Please, feel free to reach out if UCC interests you.
Thank you!
Mr. Monologue 
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