Imagine a contact center software that provides flexibility of working from anywhere in the world, offers scalability, and is easy to deploy!
That future is now. The answer is virtual contact center software.
While we know virtual contact centers are going to make the cut in the decade ahead, we are ready to bust the myths about virtual contact center software.
Contact Center Agents Become Less Productive
Recent reports suggest that agents’ productivity increases by 40% when they are provided with flexibility to work from anywhere. Remote contact center agents become more efficient when they are provided with the facility of working from any location, any device, and any browser.
While agents work from the comfort of their homes, they tend to take ownership and become accountable towards their work.
Remote Contact Centers Are Expensive
Setting up remote contact centers can save up to 15% of operational costs, eliminating the need for investing in physical infrastructure. Virtual contact center software is a highly scalable and flexible solution that lets businesses scale up and down according to their business needs.
It comes with a complete contact center features stack that enables your business to operate remotely without compromising on business productivity.
Monitoring & Tracking Can Be Challenging
Most contact center supervisors and managers think that without the constant monitoring of agents’ performance, agents become less productive and less reliable.
A robust remote contact center software enables the supervisors to monitor agents’ performance irrespective of their choice of work mode and equips them with real-time monitoring tools that allows them to keep track of agents’ productivity.
Working Remotely Poses Massive Infrastructural Challenges
No, it doesn’t.
Your remote agents need a laptop/smartphone and stable internet connection and you can easily handle contact center operations remotely. With minimum infrastructure needs, you can convert your smartphones into mini contact centers and deliver the kind of customer service like never before.
Mobile agent application supports full-stack enterprise-grade features for inbound and outbound calling operations.
Remote Contact Centers Are Difficult To Set Up
Doing away with infrastructural readiness, you can go up and running in less than 48 hours. With enterprise-grade contact center features, you can easily integrate your CRM applications, ticketing system, and other software.
With its user-friendly interface, intuitive dashboards, and robust features, you get the best of both worlds.
Ameyo has been into customer engagement and experience space for almost 2 decades now and is preferred by renowned brands worldwide for its advanced product capabilities. In order to ensure easier CX operations and continue to bring advancements in our product line.
To ensure hassle-free customer interactions, this time too, we have brought in some major updates in our products under our latest product release, 4.11.
Many businesses do not provide 24×7 service but customers may reach out to them at any time. In such situations, business managers may not want to lose a customer and instead would want their representatives to connect with those customers, the time they start their operations.
To ensure that no offline chats are missed, a new metric- ‘Offline Chat’ is added on supervisor’s chat dashboard. This metric would provide the exact count of chats received during non-working hours or holidays in the selected period. This would help operation managers to strategize their operations such that no customer chats coming outside business working hours gets missed.
In addition to this, Ameyo agents will be able to view tickets received during non-working hours or holidays. They can view such tickets by applying filters for offline chats on the ticket listing page.
Supervisor can now view average first response time
Supervisor’s dashboard has now been enhanced with new metrics that help them analyse agents’ performance better. They can now check the Average First Response that their agents have taken to revert on an incoming chat. This enhancement in the supervisor’s dashboard will specifically allow them to strategize workforce allocation for chat interactions coming in through various chat channels.
Agent can now preview attachments
Many times customers share attachments to provide more clarity on the issue raised. Downloading attachments every time to view its content increases the number of clicks for an agent and also the consumer’s data is stored in the agent’s machine even when it is not required.
Previewing the attachments will save a lot of time in scenarios where an agent is bombarded with attachments from customers on tickets and chats.
The agents as well as supervisors will be able to perform various functions while previewing an attachment. They can zoom-in and zoom-out an image, play and pause a video, download only the desired attachment(s) or all attachments by clicking on a single button.
This capability will collectively decrease the number of clicks, significantly save agents’ time, and therefore, improve operational efficiency.
Administrators can now deploy custom node flow from the UI
Ameyo admin for chat-specific campaigns will now have a separate tab for Advanced Nodeflow Settings within their user interface. This tab will allow administrators to deploy any custom node flow from their UI itself.
Earlier it was handled from the backend that led to downtime in restarting the application and was more problematic for multi-tenant setups where it resulted in downtime for all the tenants on that app server. This is now completely taken care of by providing the capability of deploying node flows from the UI.
Link the right customer with an ongoing chat
This new enhancement brings in a Customer Card that lets you link the right customer with an ongoing chat. The agent will be able to view some key differential details of the customer on a customer card to identify and ensure that this is the right customer to be attached to the live chat. By hovering on the customer name in the ticket listing page, customer listing tab, in the chat window, on the ticket history page, as well as on the telephony panel, the agent will be able to view the identifiable details of the customer.
This will ensure faster resolution and boost agents’ productivity. Additionally, there will not be any discrepancy in customer records and wrong linking of customers.
Keep agents’ notes safe
Agents can add notes to tickets to keep the context of interactions. Sometimes other agents edit or delete these notes, making it difficult for ticket owners to keep the context intact. It may ultimately ruin the customer experience.
This feature enhancement allows you to restrict agents editing, updating, or deleting other agents’ notes. Only ticket owners can make changes in their notes or delete them, however, supervisors can also perform editing or deletion of these notes. This enhancement will ensure that the context of the notes or tickets is not hampered.
In case of transferred tickets, once a ticket is transferred from Agent 1 to Agent 2, Agent 1 will no longer be able to make changes to its notes. Only Agent 2 will be able to do so.
Field Agents can create tickets
In order to ensure that there are no missed tasks by field agents and no hassles in communicating with the backend workforce, Field agent will be able to create a ticket as well to view all tickets closed by him. He’ll be able to enter customer details for a new customer or edit the details of an already existing ticket. Ticket details with queue selection, ticket status, attachments, and ticket priorities can be entered by the field agent.
Feature Updates for Voice
Blacklist Inbound Calls
If you constantly get inbound calls from the same number, you can block this number by adding it to the blacklist. You can identify and segment customers that are to be blacklisted from the inbound campaigns. The supervisor will be able to blacklist customers by uploading a blacklisted leads CSV or can block a single number from UI. Ameyo Agents will also be able to block a number; but while blacklisting a call, a call note will be mandatory to fill by the agent.
Mask Privilege for Auto Call On/Off
With this enhancement in toolbar integration, the admin can enable/disable masking privilege for Auto Call ON or OFF for agents. This feature can help the administrator to keep a check on the new agents by masking their status update capability. This configuration provides businesses additional flexibility in terms of assigning role privileges.
SIP Trunk Notifications to IT Admins
Use Case : In a contact center setup, to use the SIP Trunks provided by telcos, the call server must register to the telco SIP server. During use, it may so happen that the trunk may lose registration. There are several reasons for this such as below:
Change in the credentials
An incorrect configuration change
Loss of network connection
Loose network cable
It could just be an error by Telco
When this registration is lost, the trunk can not be used to do outbound calls or receive inbound calls. Hence, the administrator or supervisor cannot effectively use this trunk in a campaign any longer.
With this new enhancement, a Trunk down notification will be sent to contact center managers, administrators, and all supervisors of the campaign if the trunk is being used in either of the campaigns.
Location Support with Ameyo Apps
Ameyo app framework allows usage of system apps or user-developed apps to be used for various purposes. There can be apps that are required to be used across a contact center, while some should be restricted to be available for use by the users of a certain campaign only. Till now, we used to install an app in a particular slot.This is restrictive and allows a less number of apps. From this GA upgrade, apps can be installed in locations that can support multiple apps.
Locations can have certain restrictions on the number of apps. e.g. Telephony bar location will also support a fixed number of apps due to UX restrictions. If this limit is exceeded for an agent show an error to contact the Administrator. While installing and configuring apps via App Manager, an Administrator should be able to define the scope of availability of the app in terms of role and hierarchy. The administrator will be able to configure one app in multiple locations for a certain role. The app can be available in a contact center or multiple Processes, Campaigns or Queues.
Create Customer Segments or Groups for your leads in one go. You can also automate dialing as per the customer group priority. Prioritise dialing can be done on customer segments as per your sales strategy. This targeted outreach helps improve Sales Conversion Rates.
Disposition Class Inclusion under Call Details
Use case : Important in businesses where two different processes require similar disposition codes but there should be some provision to segment them.
Disposition class, as well as code, can be seen on the ‘Call Details’ screen under the ‘Manage’ tab of the supervisor’s interface. This segmentation is also present for agents while disposing of calls from a toolbar or a chat conversation. Disposition classes are already available, now they have been made available on the below shown screens:
IVR Input Mapping on Agent’s Interface
With this enhancement in toolbar integration, the agent will be able to view the IVR journey of the customer and understand the interaction context before connecting to the customer. This creates a positive impact in reducing call handling time and improving agent efficiency.
Warm Call Transfer from One Campaign to Another
There can be a scenario when an agent has to transfer a call to another agent in some other campaign to solve a single customer query. With this enhancement, an agent can transfer a call to another agent in some other campaign. This call transfer will be a warm transfer and the agent will be able to search for another available agent for call transfer by his/her username or user Id.
Reverse Timer for Agents Wrap Time
With this new enhancement, a reverse Timer will be shown on the toolbar starting from the configured wrap timeout value. This will help the agent to know how much time is left for the call to be auto-disposed.
Feature Updates for Remote Contact Center Solution
Chat Transfer now available in Mobile App
There can be scenarios where agents might need to transfer the chat to a different user or queue so that the chat can be redirected to the best-suited agent. With this new enhancement, the remote Ameyo agents will be able to transfer a chat to the user in the same queue or user in another queue while on chat from the chat window. This feature is already available in Ameyo’s web application and now has been extended to the mobile app.
Alternate Number Dialing Via Manual Preview Dialing
Some customers have more than one contact number and agents would want to dial out their alternate number in case the primary number is not reachable. Ameyo agents will have an option to select which number to dial in case of manual preview dialing.
This enhancement in the mobile app toolbar helps agents to dial out the alternate numbers of the customer. This cuts down the calls disposed of as ‘Customer Not Reachable’ when an alternate number is already there in the system.This feature already exists in web applications and is now also available with mobile application.
As we always try to match our steps with our customers’ requirements and consistently bring new features and advancements in our products, stay tuned for more updates and feature enhancements!
In the wake of COVID-19, we realized that the contact centers became a crucial point of contact between customers and the brands. While adhering to the strict lockdown restrictions, it deemed necessary to be available for the customers 24*7. With the pandemic, human-to-human interactions became more relevant and businesses needed a solution that helped them shift to remote work operations overnight.
Combating the challenge of a remote work environment, Ameyo launched a Mobile Contact Center Solution to provide the businesses with an opportunity to stay connected with the customers across various touchpoints with minimal disruption.
Pandemic has changed the way contact centers think about work and infrastructure, for good. The pace at which remote work has picked up is unprecedented. I am proud of our team that delivered a fully featured Enterprise contact center on a mobile application and we continue to enhance the app. In many ways, this has become a mobile-first contact center platform for many of our customers.
Sachin Bhatia, Co-founder, Ameyo
With 10,000+ downloads, 50,000+ agents onboarded, and countless memories created, we are celebrating a year of launching Mobile Contact Center.
And Our Customers Love This Solution
Ameyo’s Remote Contact Center Solution has helped iMarque reduce 15% of operational costs. It is a much more flexible solution compared to other larger brands available from competing players. And due to this flexibility, many of our customers have shifted to Ameyo.
COVID-19 has pushed the contact centers to become digitally-enabled hubs. CIOs and CXOs have started to realize that the shift from on-premise contact centers to cloud contact centers has to be swift with the many capabilities that only a Cloud CC can ensure. As the uncertainty continues, cloud-hosted contact centers provide greater flexibility, reliability, scalability, and disaster recovery. The contact center agents, at length, have been agile towards elasticity of work from any location and time.
87% of global IT decision-makers agree that the current COVID-19 pandemic will cause organizations to accelerate their migration to the cloud.
Interestingly, brands that relied solely on real-world experiences are now transitioning towards delivering digital experiences. This trend, coupled with cloud contact center solutions, has become the best bet for businesses across the globe.
This brings us to the question of setting up a cloud-based call center.
How does it work?
Setting a cloud-based call center for your business is very simple. There are various modes of deployment that you can choose from to fit your business requirements. While a cloud contact center solution can be deployed within hours, choosing the right cloud partner will ensure your customer journey success.
In a public cloud, the database and applications are owned and managed by the third-party vendor or cloud service provider where you can use instances shared by many other organizations. The services are managed using a web browser.
It is advantageous because it involves a low cost of operations and it does not require maintenance as it is taken care of by your service provider.
Private Cloud is a great fit for E-commerce, BPOs, Telemarketing, Travel & Hospitality, and various other verticals that deal with a large chunk of incoming calls. Along with cost-effectiveness, it is a highly scalable and reliable solution. If your business is visioning to expand its operations, a public cloud allows you to scale without worrying about infrastructural management.
The public cloud services market as a whole is expected to grow by 18.4 percent in 2021.
Public and private clouds may seem to be different modes of deployment but are very similar. What differentiates a private cloud from a public cloud is that while public cloud instances are shared by many businesses, a private cloud is owned by a single business entity.
A private cloud can be hosted at your on-site data center or it can be hosted by a third-party service provider. In this, the hardware and software are dedicated to your organization and the services and infrastructure are maintained on a private network.
Private clouds are a right fit for banks, government bodies, and financial institutions that deal with large data. Private cloud ensures maximum data security unlike public clouds and offers a great level of customization for businesses.
Research suggests that the global private cloud server market size was valued at USD 30.24 billion in 2018 and is expected to grow at a compound annual growth rate (CAGR) of 29.6% from 2019 to 2025.
A hybrid cloud gives you the best of both worlds. In this, you can choose to store your data and applications on both private and public clouds alike, as your business demands.
For businesses that deal with high volumes of data with lesser security needs and sensitive customer data together, they can use the combination of a private and public cloud. It offers greater flexibility and it remains cost-effective undeniably.
In healthcare, the customer service, appointment booking, and report generation departments work in sync. While the data shared across the report generation domain can be sensitive and critical, data security becomes a prime concern. To minimize the risk of data breaches, a hybrid solution can be implemented that ensures data security while being potential cost savings on other business operations.
Another research suggests the global hybrid cloud market size was valued at $36,138 million in 2017 and is projected to reach $171,926 million by 2025, growing at a CAGR of 21.7% from 2018 to 2025.
Cloud-based call center are going to disrupt the market in the decade ahead. In addition to being the ROI generator for your business, a cloud contact center has manifold benefits of scalability, flexibility, reliability, and high data security. While you are choosing cloud call center software for your business, find this quick checklist handy to decide on the right Cloud Contact Center provider.
Cloud adoption for contact centers has been on the rise in the last few years. It was further accelerated by the COVID-19 pandemic when contact centers were forced to work remotely. However, the good news is that many businesses are looking at cloud-based contact centers as a long-term model due to their many benefits.
“61% of businesses say that they’re planning on moving their contact center to the cloud.”
According to Dimension Data, 61 percent of businesses say that they’re planning on moving their contact center to the cloud and this number is expected to increase post-COVID. From huge savings on upfront investments in technology and infrastructure to eliminating frequent maintenance expenses, cloud-based contact centers offer numerous business benefits.
Benefits of Migrating to a Cloud Contact Center
1. Cloud Computing is Flexible
One of the biggest reasons why businesses like to opt for cloud contact center software is the flexibility and scalability that it offers. No matter if you are a startup, mid-sized company, or a big enterprise, a cloud-based solution allows you to change with the changing demands. For instance, during the peak season, you might hire seasonal agents and thus, need additional licenses. However, once the season is over, you might need to reduce the agent licenses – which can practically be done with one-click. Unlike in an on-premise solution where you might need to jump some hoops to turn it around in time.
Additionally, with a cloud contact center, you can easily add new communication channels – thanks to APIs that help with faster integration and addition of new communication channels such as live chat, social media, WhatsApp, video, SMS, etc with no fuss.
2. Faster Deployment and Implementation
With cloud-based contact center software, you need not worry about heavy infrastructure, purchasing/leasing land to put your servers, etc – your agents just need a laptop and stable internet connection and you are good to go.
With each business having unique requirements, with the right cloud contact center vendor by your side, you can choose the best deployment option (cloud-based or hybrid) depending on your needs and goals.
3. Business Continuity with Disaster Management
If the past year has taught us anything then it is that life is unpredictable – anything can happen anytime. Businesses that never thought of working from home had to quickly make the transition. Cloud contact center solutions take that burden off your shoulders.
You can maintain business continuity in case of extreme weather conditions and natural calamities with no to minimal downtime. This is particularly useful for SMEs that lack the required capital and expertise to manage everything on-site. While you get to ensure a consistent customer experience.
4. Reduce Operational Costs & Improve ROI
Return on investment is one of the main goals of any profit-seeking business. And cloud computing is just up that ally as it allows you to significantly cut down the huge expenditure on hardware and other infrastructural spendings. Also, you only pay for what you use – that’s the beauty of a subscription model.
Compared to a traditional legacy contact center, the cloud contact center is not only more cost-effective in the short-term but also reduces operational costs in the long-term. Thus, making it a profitable bet.
5. Faster Implementation of New Features & Updates
The benefit of migrating to the cloud is the updates. Unlike the on-premise system where you have to wait for server updates, in a cloud setup, the moment your cloud vendor comes up with any new features or upgrades, your systems will automatically be updated based on your plan. Besides, in a multi-tenant environment, whenever the hosted vendor upgrades the platform it is applicable to all, usually without any additional costs.
6. Real-time Data Visibility
One of the biggest challenges of agents working from different locations is to track their performance. However, with advanced contact center reporting and analytics tools, your supervisor can monitor the customer interaction quality by snooping, barging, or whispering on a live call to assist the agents and evaluate their performance.
Similarly, the live dashboards allow the supervisors to monitor real-time call center metrics such as the call volume, the number of available agents, customers in the queue, average call duration, etc to draw actionable insights. Combined with live dashboards and contact center reports, the supervisors and managers are armed with all the relevant information to make effective decisions even with virtual agents.
7. Multi-level Data Security
Data security is one of the biggest concerns for any business and that has often been cited as one of the reasons for going with an on-premise solution. However, according to Aberdeen, 70% of cloud contact center users cite security and compliance as a reason to invest in cloud technology, showing that there has been a shift.
“83% of IT leaders say they trust cloud security more than ever.”
A PCI-DSS Compliant cloud vendor with ISO 27001 and ISO/IEC 27018 certifications offers an array of comprehensive security measures such as enabling CAPTCHA, AES 256 based data encryption, DTMF tone masking, number masking, strict password policies, session security configuration, inactivity timeout configuration, etc to maintain data integrity while complying with regulatory requirements.
In this article, I have talked about some of the benefits of moving to a cloud contact center setup and they sure are great incentives to make the move. And there are bound to be many more based on your business needs. However, it is important to evaluate the right cloud contact center provider that will help you set up a reliable, stable, and growth-oriented solution.
The COVID-19 pandemic acted as a catalyst in the revamping of the BPO sector. With an urgent need to move operations remote, we saw many traditional BPOs going through digital transformation.
At the start of the pandemic and its peak, things were looking bleak for the BPO industry so much so that a poll conducted by Deloitte in April 2020 showed that 32% of businesses believe the end of the pandemic will bring with it a reduction in outsourcing. However, things are starting to look up as we saw many players successfully adapting to this new normal.
“The Global Business Process Outsourcing Market will grow by $ 76.90 bn during 2020-2024”
Impact of COVID 19 on the BPO Industry: Emerging Trends
> Work from Home is Here to Stay
Many BPOs had never even considered working from home prior to the pandemic. However, after experiencing it, on average, BPOs migrated 52% of their agents to a work-at-home model during the pandemic. This is based on a number of factors – better work-life balance, cost-saving, higher productivity, and more.
> Establishing Remote Governance
One of the major challenges of working remotely for a BPO is monitoring. Some of the common concerns are – do you trust the agent, do you trust the network or do you trust the device. Unlike an office setup, you cannot physically go and check. Thus, being able to identify gaps, evaluate and rectify the situation even while working remotely becomes an important factor.
> Data Security becomes more Important
Working from the office comes with its own security blanket – a secure network, data protection policies, and mechanisms. BPOs need robust internal IT support to help monitor and assist their remote workforce, as well as to implement secure work systems and protocols even when they are working remotely.
Remote Contact Center Solution: The Answer to your Contact Center Woes?
Well, any contact center is no stranger to using multiple systems to effectively manage its operations. However, things were different during the pandemic – people had to work from home. Many did not have the luxury to have access to similar (if not at par) infrastructure as they enjoyed while working from an office.
Being in this pickle made many businesses re-evaluate their call center software and look for a reliable and effective solution. Let us look at some of the ways that a Remote Contact Center Solution changed the CX game during these unprecedented times.
1. Work from Anywhere, Anytime
Overcome the challenges of remote working with a contact center software that allows your agents to work from their existing devices such as a smartphone or a laptop while maintaining data security. A truly effective call center software is the one that offers your agent the freedom to work from anywhere in the world, without compromising on their productivity or the customer experience.
2. Serving Customers on Multiple Channels
Engage with your customers and prospects on their favorite channel. With COVID restricting physical movement, we saw a significant increase in digital channels and more so on active channels like chat. An omnichannel contact center software powered by a unified agent desktop allows your agents to have contextual and qualified customer interactions.
3. Advanced Auto Dialers for Higher Call Connects
Let go of the age-old manual dialing and use auto dialer software to boost your call connect rate while improving agent productivity. With different auto-dialing modes available – predictive dialer, progressive dialer, power dialer, preview dialer, the contact center can optimize their outbound calling to significantly improve sales conversions.
4. Real-time Remote Monitoring
Tracking call center metrics are the backbone of any successfully run BPO. With remote working, the supervisors and managers cannot simply go on the floor and monitor the agents. Data has become more important than ever before. With live monitoring dashboards and scheduled reports, the supervisors can have a holistic as well as a granular view of agents’ login time, call volume, response time, customers in the queue, etc. This allows them to take corrective actions and ensure top-notch performance.
5. FCR with Configurable Routing Algorithms
With tensions running high, we saw customers becoming more and more anxious during the pandemic. That resulted in higher customer support queries and higher inbound call volume. Configure your routing algorithms to direct inbound calls to the right agent/department to ensure first contact resolution. For eg., routing the calls based on the product, language, region, etc.
6. Gamification to Boost Agent Motivation
Even though remote working has its perks but it also leads to a sense of isolation and can hamper agent morale. Gamification is a great way to engage your agents in healthy competition while doing away with siloes. Managers can gamify customer interactions, sales, performance, etc. However, care must be taken to ensure that things don’t become hyper-competitive and lead to unwanted results.
The impact of Covid-19 in the BPO industry has been multi-faceted. However, companies that have been agile and ready to adapt to the ‘new normal’ have been able to survive the storm. From making several technological and digital changes to empowering their workforce with the right tools – changes had to be made continuously to ensure an optimal level of operations while working virtually. I think it’s safe to say that as long as the leaders and business heads are ready to unlearn and learn, the BPO industry will continue to grow in the post-COVID-era.
2020 ended the debate whether contact centers should move to the cloud. With its inherent flexible features, cloud call center software saw a significant adoption in 2020. Sales, service, and collection departments have moved to remote work environments, paving the way for adopting cloud call center software at length. What led to cloud solutions’ tremendous growth can be simplified into three segments: Scalability, Security, and Integration Capabilities.
But, there’s no one size fits all cloud solution. There are three types of cloud call center software to meet the needs of different businesses. Depending on the business type and requirement, you can choose from the following:
Public Cloud Call Center
Public cloud is a highly cost-effective solution and is ideal for small and mid-size businesses in BPOs, E-commerce, Travel, and EdTech industries. In a public cloud, you share the same hardware, storage, and network devices with other organizations or “tenants.”
In the public cloud, you only pay for what you use. Here are some of the advantages of the public cloud:
No maintenance required
Private Cloud Call Center
Private cloud or internal cloud is ideal for businesses seeking high data security and control over business-critical operations. In banks and financial institutions, where data security is a prime concern, private clouds act as an on-premise solution without hardware installation. Dedicated instances for the banks can be created to meet specific IT requirements.
Private cloud advantages that make it a tick for businesses:
Offers greater scalability than on-premise solutions
It is a highly reliable and secure solution
Ensures a high level of data security and control over business operations
Hybrid Cloud Call Center
Hybrid cloud call center software is the best of both worlds because it combines private and public clouds that allow the data to move between the two environments. It eliminates the need to invest huge capital. For instance, if a business needs to handle a short-term spike in the business demand, hybrid functions are ideal cloud call center software.
The following advantages make the hybrid the choicest platform for businesses:
Allows the business to maintain private infrastructure for sensitive data while the other data or applications are handled on public cloud
Offers excellent flexibility to the business
It is a cost-effective solution with ensured scalability
Why should you have moved to the cloud call center software yesterday?
Research by Call Center Helper suggests that almost three-quarters of contact center professionals (74.7%) believe that cloud better complements improved customer experience than on-premise systems.
So, help me guide you through the reason why cloud call center software is an ideal solution for your business:
Less Complexity, More Flexibility
With cloud call center software, you get the flexibility to upgrade your solution as the business requires. You do not have to worry about IT maintenance, hardware installation, and even set up a physical office space. 2020 has led us to believe that cloud is the way forward as most businesses see working remotely as a permanent solution.
In a closely-knit world where information is transferred within microseconds, data theft becomes more sophisticated. But, with cloud call center software, you can be assured of a high level of data security and save your business from the data breach with its enterprise-grade security and adherence to regulatory compliance.
Along with flexible upgrades, your business’ growth depends on the agility of the cloud call center solution agility. A flexible solution allows you to integrate with various applications like a ticketing system, knowledge base, in-house or third-party CRM seamlessly. Adding in-built or integrating new applications with a cloud call center solution will only take you a few clicks and your call center is ready to serve your organization and customers.
Faster Time to Market
You are running behind your competitor if you are still stuck with a complex solution that requires ages to complete the installation. Get yourself acquainted with a cloud software provider and implement your solution today. With a cloud call center solution, your business will be up and running in less than 48 hours, thanks to simple and quick installations.
Say No to Siloes
To deliver an extraordinary customer experience, you need to eliminate siloes. Help your call center agents drive the contextual conversation with the customers. Equip them with the right tools and information that they need to identify customers’ unresolved grievances, previous interaction history, and other details to deliver a customer experience that differentiates your brand from the competitors.
Cloud Call Center: The Way Forward
If your current call center software is making the job more rigid, it’s time that you choose a cloud call center solution that is highly scalable, secure, and reliable. To live up to customer’s demands, do away with the never-ending struggle of hardware installation and IT infrastructure maintenance. Get a cost-effective solution that fits perfectly for your remote contact center operations.
(Before you settle for a cloud call center software, check out this quick checklist to decide on the right cloud call center software vendor.)
An inappropriate combination of metrics can be a reason for low productivity in your call center. As a call center manager, achieving goals for business, it is essential to clearly understand the call center metrics that are to be measured.
Let’s try to simplify the process of measuring cloud call center metrics with these easy to track metrics:
First Call Resolution (FCR)
Managers often evaluate their agents on metrics like average handling time. While AHT is a critical metric to track, it may give a false impression of the customer satisfaction rate. A call can be short, but the same customer can call back again within a few hours or minutes with the related problem.
If the customers are logging repeated queries, it reflects poorly on the customer experience. AHT does not necessarily explain the query resolution; therefore, a smarter option is to monitor first call resolution to evaluate each call’s success.
Service Level Agreement (SLA)
The number of calls handled within a specified time helps the manager track if the customers are responded to any escalation. This is not limited to the SLA management but also allows the managers to define the number of agents required to handle calls in a particular queue or campaign.
For instance, if the call flow in Q1 is higher than Q2, the manager can monitor that in real-time and shift the agents from Q2 to Q1 to handle the call surge and meet the SLAs without delay.
Customer Churn Rate
While managers are focused on tracking the agents’ performance, calculating the churn rate monthly, quarterly, or annually gives insights into the product performance. Along with product performance, it can be an indicator of the call center performance as customer service is a key factor in client retention.
For an e-commerce company, for instance, most customers are churned because of the poor after-sales service. By looking at the Customer Churn Rate, the manager can analyze the reason behind this while keeping the business standards in check and modifying their customer service strategy accordingly.
Customer Satisfaction Score (CSAT)
There’s no denial of the fact that customer experience is directly related to customer satisfaction. For any organization, measuring the success of its brand comes from a higher customer satisfaction score. So, how do brands measure customer satisfaction?
It’s very simple. Simply monitor the Customer Satisfaction Score (CSAT) by collecting their feedback. In this virtual reality, an effective IVR system allows the customer to punch in their feedback, which can then be analyzed by the managers.
Conversion Rate through Self Service Channels
Brands have started to realize the importance of self-service channels like IVR, but it’s essential to measure their effectiveness. The managers can analyze the number of customers who have found the answers to their queries and happily ended their journey with self-service IVR. If many customers are deflecting to calling customer service agents after tiring themselves with the IVR, it can indicate unresolved grievances, thus leading to low customer satisfaction. If this pattern is observed, it’s important to revise the IVR menu and identify why customers are still seeking human intervention.
The channel is only useful if the call volume for routine queries can be transferred to IVR while agents are busy resolving critical issues.
Measuring these metrics can be helpful to identify the reasons for low productivity. While these metrics provide a high level of insights into the cloud call center’s effectiveness, it is also recommended to deploy a cloud call center solution with other capabilities like live monitoring, extensive reporting, and dashboards. This will allow the contact center manager to keep track of SLA breaches, customer satisfaction rate, and agent productivity.
The COVID-19 pandemic turned the world on its head. We saw things and circumstances changing, with call centers being no exception. They had to adapt quickly from being practically 100% on-premise to going for a remote contact center. Something that was seen as a reaction to the pandemic has turned out to be something that is here to stay – remote working looks like the future.
“Almost 50% of employees will continue to work remotely post COVID-19.“
However, contact centers have moved from a system dependent model to an app or mobile contact center during the pandemic – and rightly so. Let us look at some of the reasons for this shift.
Mobile-based Contact Center – Is it Just Hype?
Since the launch of many COVID-19 vaccines made available across the world, many are calling it the start of the end of the pandemic and life returning to as it was before everything hit the fan. However, much research reveals that even when the pandemic is over (or controlled), some businesses will still continue to work remotely – many having already announced permanent work from home.
“One in three call centers in India to switch permanently to WFH”
If we look at such numbers, then it’s safe to say – work from home is here to stay. And that requires the best tools and systems to ensure top-notch performance. Mobile Contact Center Solution offers just that – while overcoming the many challenges of a virtual workforce.
Let us look at some of the benefits of mobile contact centers that have tipped the scales in their favor.
> The Business Should Never Stop
Whether your agents and supervisors are working from the office or home, it is essential to maintain business. Mobile-based contact centers have allowed the contact centers to ensure business continuity without having to depend on heavy infrastructure. Having a contact center on mobile provides the ultimate freedom to work from anywhere, anytime – without hampering agent productivity or customer satisfaction.
> Data on the Go
For contact centers having access to data, monitoring it is of great importance. And just because you are not chained to your computer should not come in the way of effectively managing your contact center performance. The ability to track contact center metrics on your mobile device is one of the biggest advantages of having a mobile app-based contact center.
> No More Infrastructure Worries
One of the biggest concerns of agents working from home is providing them with equivalent infrastructure as they were using in the office. Since the agents can now perform almost all the functions from their mobile phone, that takes a huge burden off.
> No Compromise on Customer Service
Awesome customer experience is at the heart of the success of a brand and the kind of customer support/service that a brand offers can make or break this relationship. Thus, it becomes imperative to maintain high customer satisfaction – irrespective of the location of the agents.
10,000+ Downloads – Agents Love Ameyo’s Mobile Contact Center Application
When the world was in chaos and businesses were struggling to stay afloat, Ameyo recognized the need for a contact center solution that provides people with the mobility to work from anywhere, without the constraints of a laptop or desktop system. And thus, India’s First Mobile Contact CenterSolutioncame into existence.
Continuing with our motto of creating the most memorable and happy CX memories, we set on a mission to deliver just that – pandemic or no pandemic.
50,000+ Agents got Remote Ready with Ameyo
Let’s look at some of the reasons why contact center agents and managers love Ameyo’s Mobile-based Contact Center.
✓ Full-fledged Contact Center in the Palm of your Hands
Ameyo’s mobile-first solution offers an enterprise-grade, feature-rich contact center on your smartphone. Receiving inbound calls, automated outbound dialers, click-to-dial, call disposition, WebRTC, CTI integrations, and more – name it and you got it.
✓ Multi-level Data Security
We understand the importance of protecting customer information. Enjoy complete data security with advanced features like IMEI Whitelisting, blocking call recording, and the ability to take screenshots along with secure VPN support. All this while comply with your industry and regulatory requirements.
✓ An Easy-to-use Interface to Improve Agent Productivity
With features like a floating widget allowing your agents to have quick access to call or customer-related information even when they are on a different app goes a long way in making their lives easier. At the same time, the click-to-call functionality further makes things simpler as the agents can dial a call with just a simple click.
✓ Never lose Sight of Contact Center Performance
Allow supervisors and managers to view important call center KPIs with campaign level dashboard/dashlets. As the agents are also performing post-call activities (dispositions, notes, etc) using the mobile application itself, the supervisors can track the same and use this information to further optimize operations.
The Competitive Landscape
While Ameyo’s Mobile friendly contact center was the first mobile call center at the time and gained significant ground, we are now seeing other players trying to follow suit. However, the numbers speak for themselves – they still have a long way to go.
The tides are changing in EdTech, inviting a massive adoption of online education across countries. The multitude of challenges exposed the need to create a system that brings continuity in education during and post-pandemic. This wave of change is attracting big money from investors as millions of students are moving towards online courses.
From an estimated size of $700 million today, the edtech market in India (that includes higher education, professional skilling courses, and, of course, primary education) is headed for an eight to tenfold growth in the next five years, says a Business World report.
The demand for EdTech is skyrocketing to supplement the traditional educational system. Unicorns like Byju’s, Vedantu, and Unacademy are changing the way education is imparted in India. EdTechs in India have been flourishing even before the pandemic but the COVID-19 breakout and the announcement of the National Education Policy, 2020 (NEP) are perfectly aligned to fuel the education market in the country.
With the ever-growing EdTech market, there’s a constant need to provide an enriched student and parent experience. The increase in enrollment for online classes raises the need for a contact center software solution that enables the EdTechs to speed up their Sales and Customer Service processes.
Challenges for Customer Experience in EdTechs
Lack of remote-ready infrastructure
Low agent productivity
Higher response time
Poor connect rate
Lack of live monitoring
How does an Effective Contact Center Solution help?
Now that the education sector is being reimagined completely, there’s a need to change the contact center sales and customer service practices.
Byju Raveendran (Founder & CEO, BYJU’S) said, “We want to ensure that all children get an equal opportunity to learn and are committed to empowering children across the country through our tech-enabled learning programs.”
1. Remote-ready Infrastructure
Most businesses are adopting ‘work from anywhere’ as a permanent solution, thanks to the pandemic. This wide range of flexibility of logging in from any device, any browser, and any location, has increased remote agents’ efficiency. Work from anywhere ready solution provides the flexibility to log in using mobile devices, laptops, or desktops, eliminating the infrastructural challenges.
Now, using remote contact center solutions, agents are able to provide exceptional customer service and sell more courses to students and parents from the comfort of their homes.
2. Increase in Agent Productivity with Automated Dialing
Manual dialing only allows the agents to talk to the customers/prospects for only about 40-45 minutes a day which results in low productivity. When stakes are high, automated dialing comes to the rescue to ensure that the agents are not faced with mundane tasks of manual dialing, landing a wrong number, or are answered by an answering machine. A smart dialer for outbound calls automatically increases the talk time from 45 minutes a day to 3 hours a day, resulting in more sales conversions.
3. Reduce Average Response Time
The higher the response time, the more the customer gets aggravated.
While resolving customer queries, it’s important to understand the context to refrain from asking the same questions repeatedly. If a student has a critical query regarding a course, the agents should be able to respond to the query faster to avoid SLA breaches.
A tight CRM integration with a remote contact center solution allows the agents to retrieve student’s information, their previous interaction history, and unresolved grievances. This enables the agents to quickly understand their queries, prioritize them, and help them find the best solutions immediately.
4. Live Monitoring for Supervisors
It’s no longer possible for supervisors to take a quick glance on the floor and monitor agents’ activities while working remotely. With live monitoring tools, supervisors can jump in a live call and monitor it to understand if the agents are able to qualify the leads and provide the right solution.
Supervisors can also keep track of login hours, average handling time, language proficiency, customer satisfaction rate, etc. so that the business standards are maintained.
5. Smart Call Routing Algorithm
To achieve a higher First Call Resolution (FCR) rate, route the calls to best-suited agents on the basis of preset routing parameters.
In the education sector, for instance, language-wise segregation can be helpful. If a call from Assam has landed, an agent with high language proficiency will handle the call to provide a native customer experience. This increases the customer satisfaction rate and helps in quick query resolution.
6. Priority-based Dialing
In a call center environment, where thousands of calls are landing each minute, defining the priority helps qualify leads that have a higher potential for conversion.
If a customer has inquired about a free course, the priority can be set as P3 whereas if an existing customer/student is looking to upgrade the existing plan, the priority can be set as P2. And if the student has shown the intent for upfront enrollment, the priority can be defined as P1.
7. Comprehensive Reports
To track and analyze call center metrics such as campaign performance, call abandonment rate, conversion rate, call disposition, agent productivity, detailed reports can be generated and shared with the right stakeholders to analyze and make well-informed decisions.
For instance, when an agent is interacting with the students or their parents on a video chat, the supervisor gets the report against each call or chat and they can quickly filter the interactions based on different call dispositions. These reports help the supervisor track the agent’s performance and analyze channel performance.
It is observed that video chat interactions have a higher conversion rate than a normal voice call interaction. Both parents and students are looking for a lively human to human interaction. The supervisor, while looking at these reports can establish the performance of each channel and then leverage it for their future campaigns.
In a Nutshell
While the world still battles the COVID-19 pandemic, EdTechs are emerging as a growth opportunity for startups and investors. According to a Business Insider report, 2020 saw India’s edtech startups raise over $2.2 billion in funding, with BYJU’S alone accounting for $1.35 billion. In the decade ahead, the country is set to put the best foot forward with EdTech companies gaining the biggest market share.
With this growth opportunity, EdTechs will continue to adopt the remote contact center solution for education to provide exceptional parent and student experiences.
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