Question

How does an Automatic Number Identification system assist a customer service professional?

a. By increasing call duration
b. By providing the caller's phone number automatically
c. By limiting access to customer information
d. By eliminating the need for personalized service

Answer 1

An Automatic Number Identification (ANI) system assists a customer service professional by providing the caller's phone number automatically, leading to more efficient and personalized service.

Step-by-step explanation:

An Automatic Number Identification (ANI) system assists a customer service professional by providing the caller's phone number automatically. This feature allows the customer service representative to identify the caller without asking for their phone number, saving time and increasing efficiency. With the caller's phone number displayed on the system, the representative can quickly access relevant customer information and provide personalized service, addressing the caller's needs more effectively.

ANIs can be helpful in various situations, such as when dealing with returning customers or resolving ongoing issues. By having access to the caller's phone number and existing customer information, the customer service professional can provide a seamless and personalized experience, thus enhancing customer satisfaction.

Answer 2

Automatic Number Identification assists a customer service professional by providing the caller's phone number automatically, which aids in accessing account information quickly, improving efficiency.

Thus the corret opction is:b

Step-by-step explanation:

Automatic Number Identification (ANI) system is a feature of telephony that provides the receiver of a call with the caller's phone number.

For a customer service professional, ANI is beneficial as it assists by providing the caller's phone number automatically.

This capability significantly enhances customer service efficiency by allowing professionals to access the caller's account information or history before answering the call, thereby reducing the time to identify the customer and relevant information.

It is crucial especially considering the increased use of caller id, amidst the decreased use of landlines and the increased use of private numbers.

Despite challenges like privacy managers and voice mail which reflect the hectic nature of personal schedules and decreased willingness to be interviewed, ANI helps streamline communication.