The essence of contact centers lies in quality control. Quality control has been about identifying and establishing performance metrics and measuring whether they were achieved during the normal course of operations. On the other hand, six sigma focuses on the defect rates and the methods to reduce them.
Consumers are talking about companies and their experiences like never before. They wish to share their experiences with strangers that have an opinion. According to a recent survey, consumers that have a bad experience share it with 57 people, and if they have a good experience they will tell on average 42 people. This figure could be treated as a bare minimum. With the influx of social medias, consumers have been influenced to share their experiences at every stage, and each shared experience has the resource and competence to reach millions of consumers. This is the age of social medias.
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Last Friday when I wanted to attend a stand up comedy event and had to pre-book the tickets through bookmyshow, I came across a payment option of redeeming Payback points by entering your phone number. Not knowing anything about Payback points, I thought to give it a try only to realize I had enough points to also sponsor tickets for the other 2 friends attending the event. Believe it or not, this feeling was nothing less than cracking the JEE.
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Improving and leveraging on patient engagements has become a crucial element in the healthcare industry to keep up with the growing demand for quality services and meet transparency and legal compliance. An aging population requires the best of treatments, and would opt for such a center where they offer such treatments; but the quality and endurance of the treatment alone will not help the center. Along with the best healthcare facility provided, the center ought to provide efficient and effective customer service. Hence, healthcare providers are seeking ways to operate more efficiently without compromising on delivering high standards of patient care.
In our previous post we gave you a few statistics on customer retention and why it is critical for the survival of every business. Now we shall provide you with some strategies and tactics that will help you in retaining your customers irrespective of the industry you fall in:
Before getting into the strategy per se, you need to understand the importance of customer retention. Customer retention is a branch of customer loyalty, which is a never ending process. Customer retention refers to extending your service to existing customers, so that they remain your customers rather than taking their business elsewhere.
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Experiences have become value propositions for every firm because every company struggles in delivering customers experience that hits the spot. And hitting the right spot has become a herculean task for many enterprises because of a myriad of customer touch points made available through the advent of technology advancements. Long gone are the days where customers judge the brand, product or the company from the price, performance or the quality of the product. We exist in an era where experience matters; experience is the quarterback of every company and will never cease being the Most Valuable Player. Like it or not, consciously or unconsciously, customers evaluate business relationships every time they touch the company.
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Smooth operation of any business requires dedicated attention and constant innovation. Businesses operate on a tight budget and have to improve profitability and productivity. However, it is not easy and this is why smart businesses keep analyzing their progress on a weekly, monthly, quarterly, and yearly basis. Tracking the growth trajectory helps them focus on areas which need attention and immediate improvement. Meanwhile, departments that are doing well are given incentives to help them grow. Contact centers are like any other business. Therefore, a daily analysis of its transactions is important to its growth.
Continue reading “5 Business Process Management Strategies for Contact Centers”
Have you ever wondered how difficult it could be to choose the right call center software for your business? You probably have come to the conclusion that your team needs an effective solution but how to dive right into the best call center software remains the struggle. Now, traditional calling and emailing do not suffice your customers’ needs, worry no more, you have reached the right place. Let’s put an end to your search with the best ways to choose the right call center solution.
Let’s dive in!
Each business has its unique needs and so should be your call center software solution. There are 2 types of Call center software deployment options available for you to choose from.
A cloud based call center software is hosted over the internet and provides you the flexibility to work across multiple locations. It is highly scalable and reliable call center solution that your business will need if you are a start-up and looking to expand your business in different geographies.
It’s an easy-to-deploy solution that allows your agents to work from anywhere and gives access to the supervisors to monitor the agents’ performance irrespective of the work location.
An on-premise call center solution requires hardware and software installation within the physical office space where you get control of the entire data. On-premise or legacy call center softwares may take a longer time to deploy and is heavily dependent on the IT infrastructure maintenance.
Not only it is location restricted, but it also becomes a cost heavy software when a business is looking for scalability. However, for BFSIs, Government Institutions, this calling software is advantageous as it provides full control of the data to the governing body.
Yes, you need to carefully devise the features that your outbound and inbound call center software will need. Now that you have decided on the type of call center software solution you need for your team, you can list the common features that your contact center should have:
Automatic Call Distributor is a must have to intelligently route the calls to the right customer service reps and ensure first contact resolution. This provides you the flexibility to define routing rules on parameters like skill-based routing, persona-based routing, customer’s preferred agent routing, and behavioral-pattern based routing.
You need to configure if your calling software lets you build a personalized IVR and customize it according to your business needs. After careful observation of the behavioral pattern, you can customize a self-assisting IVR, allowing you to resolve almost 80% of queries with agentless customer service.
Outbound call center software dialer enables you to optimize your outbound calling process and helps you to increase your agents’ productivity. How? It’s simple math! Your agents, while manually dialing, reaches to 15 calls out of 100, but with an automated dialer software, your agents won’t have to spend time in manual dialing and waiting for the customer to respond.
Autodialer automatically routes only those calls to the agents that are answered by a human being, thus saving some time for your agents while they focus on important customer queries.
No, you cannot compromise on your business’ productivity, and to analyze the business performance, you definitely need to monitor the call quality. Your call center software should provide real-time call quality monitoring capabilities, ensuring that you can provide on-call assistance to your agents.
Supervisors, with flexible features, can snoop, whisper, confer, and transfer the call to resolve customer queries instantly and increase customer satisfaction.
You need a comprehensive view of business-specific metrics like average call handling time, agents’ login time, no. of inbound and outbound calls, call waiting duration, etc to analyze the campaign-specific performance. These reports, with a statistical overview, give the supervisors a quick glance into the campaign performance.
Business, while looking for the best call center solution, often miss on checking the flexibility of the user interface. Contact center agents are the building blocks of any business and to make your agents’ life easy, you need the right set of features.
Your agents are the most valuable assets and if they are spending most of their time in switching between multiple tabs to retrieve customer’s information, they might take a longer time to respond to the customers’ requests, leading to higher average handling time. This can be well managed if you have software that has a unified agent desktop that allows the users to find all customer-related information in a single intuitive interface.
The customer query resolution will be paced up and agents won’t be tied around with multiple tabs to operate.
Now, this may not be a feature that you look for while choosing the call center software for your business. But, let me tell you why it can be one of the most important features that your agents would really like to be provided with.
Humans are prone to making mistakes and with a click-to-dial functionality, you can knock out human error, allowing the agents to dial out to the customer by just clicking on the contact number present in their interface.
This way, you reach the right customer for the first time without having to dial the wrong number.
Agents may not have all the relevant information that the customer is requesting. Now, if agents have the feature to transfer the call to a fellow agent or supervisor, put the call on hold or mute, and initiate an internal chat with the internal team, their productivity might increase.
Especially in a remote working environment, agents might need assistance from the managers to resolve the queries.
Additionally, selecting from the two-level call disposition, it makes it easier for agents to summarise the outcome of the call and add call notes for further follow-ups.
One must have call center feature is integration with in-house or third-party CRM that truly transforms your contact center into a powerhouse of great business productivity. CRM integration allows your agents to get a holistic view of the customer’s past interactions, their buying behavior, which helps them preserve the context of the conversation.
Finding the right call center software solutions for your team can be difficult but we can solve it for you. With the aforementioned features, you can maximize your teams’ productivity.
Looking to set up a call center solution for your business? Schedule a demo to get in touch with our team of experts today!
A working professional commuting from work, or for work, needs a comfortable transport service. The mode we choose to travel in depends on the distance, comfort, and cost. So while public transport is cheap and highly connected, it is time-consuming. Cabs and taxis provide the comfort of stretching one’s legs in the back seat and the best feature is that drivers somehow know how to escape the worst traffic. That is always fantastic!
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