Businesses are trying to simplify customers’ journeys with advanced features, to offer precise solutions to each unique customer/prospect, and pitch in the right solution as per their requirements. While building an exceptional customer experience is important, it is undeniably true that businesses need to start solving user experience issues for the admins and supervisors.
To ensure that your supervisors and admins have the right feature set, you need to choose an advanced call center software that guides you ahead of the competition. To minimize the manual tasks, you can now access these upgraded features that you shouldn’t miss.
Lead status based grouping
To prioritize the dialing strategy better, the supervisors should be able to filter the leads based on the lead status. Based on active/inactive leads, the supervisor can now manage the leads better and take a holistic view of all leads in one glance.
This helps the supervisor keep track of inactive leads and plan action or define priority for better conversion. For instance, if a manager in an insurance company wants to reach out to his active customers for a new policy, they can filter the lead list of contacts based on its active/inactive status for the past three months and smartly dialing strategy for it.
Churn contacts based on filter groups
Supervisors/admin can fetch data to track existing filter groups, create new filter groups under the existing ones, and segment the data based on specific parameters, improving the lead quality.
After filtering the data, the unimportant data can be churned, and the exact dialable count can be tracked with ease. This feature enhances the lead quality, allowing the agents to reach out to the customers/prospects with a high chance of a conversion. For instance, the supervisor creates filter A based on the following parameters:
- Invalid numbers
- No response for three months
With this filter, the supervisors will churn the resultant data. They will inform the agents to sell the credit cards only to people meeting the set criteria, leading to a higher conversion rate.
Know exact count of dialable contacts
It’s always better to have clear insights into dialable data, defining and modifying sales and marketing strategies for businesses. Consider an example where a healthcare insurance company wants to offer a policy to the customers/prospects with a salary greater than 60K and between 25 to 35 years. The call center software will allow the admins to create filters based on these two conditions and fetch the exact dialable count using filter groups.
With this filtered data, the admin can define an effective strategy to set different algorithms to dial out these contacts.
Set priority for each filter group
This feature is very effective for the brands dealing with a large chunk of data. Let’s try to understand this, considering an example of a BPO where the data is to be segmented on various factors. The admin has to create multiple filter groups, meeting the business requirements.
In an ABC BPO, the admin has created filter groups for pitching car loans for people earning between 40K-80K and are aged between 30-40years. The admin can now create two filters under a group filter for people salaried 40K-60K (Filter 1) and 60K-80K (Filter 2). After creating these filter groups, the admin can set the priority based dialing. The admin can further set the priority as P1 for Filter 1 and P2 for Filter 2 to ensure that they are dialing the customers/prospects with a higher possibility of converting.
Prioritizing calls based on filters will help the businesses get more refined data that increase their conversion rate.
Keep track of filter group performance in real-time
The supervisors can keep track of filter group performance in real-time to have clear and more informed insights into dialed contacts. If a supervisor wants to track a particular customer/prospect’s status, they can search for such details using a unique ID, and the related data will populate. In this data, the supervisors can analyze the filter group that the contact belongs to and its position in the sales cycle.
Based on this factor, the supervisors can further segregate the data. Let’s consider an example where the supervisors want to filter the data for contacts with the disposition of “callback” across various filter groups and create another group to be dialed out.
This ensures that the supervisor can manage the contacts effectively.