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Top 5 Cloud Contact Center Trends To Watch in 2021

2020 has set the stage for tremendous growth in the adoption of cloud contact centers for the years to come. In the changing times, contact centers are transitioning to a cloud contact center model that is agile, highly scalable & flexible, and cost-effective. The recent cloud contact center trends state that businesses can achieve more in less by investing in cloud contact center software.

With the changing trends and aggressive move to cloud infrastructures, Forrester Research indicates that the global public cloud infrastructure market will reach US$120 at an annual growth rate of 35%, as the cloud continues to take center stage in the recovery from the pandemic.

Now that the cloud contact centers have started to substitute on-premise contact centers, here’s a list of cloud contact center trends that the brands should watch out for in 2021.

1. Increased Adoption of Omnichannel Cloud-based Contact Centers

The omnichannel contact center is not new for the industry but this becomes a differentiating factor for the businesses converting their brands into experience hubs. With an omnichannel cloud-based contact center, brands can deliver a unified customer interaction experience across multiple platforms.

A fully integrated omnichannel offering is the future of cloud contact centers that will help the businesses surpass customer’s ever-evolving expectations. With a pool of channels like email, voice, video chat, social media, in-app chat, etc., your brand will be able to deliver differentiated customer experiences in 2021.

For instance, more and more businesses are turning to Google’s Business Messages to convert prospects faster using Google Search & Maps, while shortening the customer journey.

2. Adoption of Cloud-based Video Contact Center

With an increase in the demand for a face to face interaction during the pandemic, it has led businesses to rethink their customer engagement strategy. Video contact center software solves customer problems faster and helps drive customer trust with humanlike interactions.

A video contact center software is win-win for businesses as it enables them to:

  • Reduce cost by replacing physical meetings with video interactions
  • Increase first call resolution (FCR) and NPS
  • Increase efficiency with quality monitoring & analytics
  • Win customers trust by humanizing the contact center

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3. Bot is the New Normal

The new normal is interacting with the customers when and where they want to be served, demanding from the businesses to become proactive and provide customer support 24*7. Today, with months into the pandemic, the inbound call volume and the wait time is continuously increasing, and it requires the brands to rethink their customer engagement strategy.

The introduction of voice bot and chatbot, at large, is one of the most embraced cloud contact center trends that the businesses are leveraging to resolve customer queries without human intervention, thus, increasing first contact resolution.

A smooth deflection from bot to agent ensures that the customers are not left hanging in the loop and are provided with the information they need. For instance, if a customer has a simpler query like checking the delivery status of their product, a chatbot or voice bot can efficiently respond to the query while the agents will focus on more complex queries.

4. Rise of Remote Contact Center Workforce

What was once a luxury only a few could afford has now become the new normal. Thanks to COVID-19 that the businesses are anticipating the need for hiring a remote workforce. Cloud contact center software has made it possible for businesses to think of hiring a remote workforce across the globe without having to invest in any physical infrastructure.

Hiring a diverse workforce has manifold benefits such as providing a native experience to the customers, hiring agents from a large talent pool, hiring seasonal employees to cater to the ongoing needs of the business without having to put in the capital for infrastructural readiness.

5. More Focus on Savings

Uncertainty is one of the key lessons that 2020 has taught every business and professional. In the coming year, we expect more focus on solutions with a focus on saving and efficiency. Now that most of the businesses are planning to go remote, one of the emerging trends that we have seen is the cost reduction in contact center operations. iMarque, a Chennai based BPO, reduced its cost of operations by 15% using Ameyo’s remote contact center solution.

Additionally, with cloud contact center software, you can now keep track of agents’ activities, campaign performance, first contact resolution rate, CSAT rate, etc. with a holistic remote monitoring dashboard. Now identify reasons for low productivity using 15+ parameters such as low internet bandwidth and unsupportive device to analyze the efficiency of each agent.

For instance, if a set of agents are finding difficulty in interacting with customers due to poor internet connection, the supervisor can route all the calls to other agents in real-time, ensuring that the customer experience is not compromised.

Ameyo’s Voice Updates: Enhancing User Experience for Admins and Supervisors

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.

Must-Have Features of Best Cloud Call Center Software

There are many definitions of cloud contact center available and today we also define it. A cloud call center is defined as a system to handle customer calls and interactions over the internet. In a cloud setup, the call center agents can work from anywhere in the world, without the restriction of working from their office.

There are a number of cloud call center vendors available in the market today – too much competition. But the question remains – how to choose the best cloud call center solution for your business? In this article, we will briefly discuss the critical cloud call center features that can make or break the decision.

Flexibility and Scalability

Cloud contact center has to be flexible and scalable. What this essentially means is that as per your business requirements, you should easily be able to add or reduce agents without having to invest heavily in the infrastructure. While looking for a good cloud call center vendor it is important to look into the kind of customer support that they can offer. You do not want to be stuck in a situation where you are facing high call volume and are in the need to expand your agents but the vendor is taking too long. This reflects poorly on your brand image and more importantly the experience of the customer.

Integrations

One cannot emphasize enough how important an integrated call center software as call centers tend to use multiple software systems. A cloud call center solution that offers out of the box plugins to integrate with leading business tools such as CRMs, ticketing systems, and/or other third-party systems is the one that you should opt for. This one-click integration will go a long way in not just improving your customer experience but also reducing data redundancy. With all the systems working in sync, the callcenter agents will be able to have more qualified and enriching customer interactions. While the supervisors and managers will be able easily able to monitor the performance and make data-driven decisions.

Real-time Remote Monitoring

One of the biggest benefits of cloud call center software is the ability to work from anywhere, anytime. However, while the agents are working from remote locations, the supervisors also need to track their performance and monitor overall operations as well. This requires a solution that allows call center managers to:

  • Establish IT Governance: Identify any gaps in the health of agents’ device to know if the agent’s device is working properly using the device management report and rectify the issue.
  • Call Quality Monitoring: The supervisor can barge, snoop, confer, and takeover a call to ensure conversation quality standards are being met.
  • Agent Performance Tracking: Monitor available agents, number of calls being handled by the agents, wait time, number of customers in the queue, etc. to make effective decisions.

Omnichannel Communication

Even though buying a cloud call center is way more cost-effective than an on-premise call center setup, it is still an investment, and who does not want to maximize their ROI. Thus, while choosing a cloud call centre solution, go for the one that has the provision to add communication channels. You might start off with say, only call, email, and chat but might need to add WhatsApp, Facebook, Twitter, or Google’s business messages in the future as your customer base grows and you look to serve them on their most preferred channel. So, having an omnichannel call center software or one that has the option of adding new channels is your best best for a futuristic technology partner.

Team Collaboration

Since the agents are working virtually instead of working out of an office, team collaboration becomes more important. Look for a cloud call center solution that offers team collaboration tools as an internal chat among agents and supervisors, message broadcasting by the supervisor, knowledge base, or an internal portal to encourage tribe learning – wherein more experienced employees can help newer ones. Additionally, having onboarding training can also be helpful in getting everyone on the same page, especially new hires.

Choosing the Best Cloud Call Center Software

The competition is stiff when it comes to different cloud call center solutions available in the market. Enterprises need to be careful while making the purchasing decision. After all, cloud-based call center software has the potential to take your customer experience to new heights.

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Businesses need an agile solution, backed by the support of a great technology vendor that helps them to boost performance, provide omnichannel support and engagement, real-time dashboards, and comprehensive analytics to successfully support customers and build a strong base of loyal customers.

The Virtual Call Center Starter Kit: Tools You Need to Run an At-home Call Center

Virtual call center solution is quickly transforming the face of customer service, and the global pandemic has given acceleration to it. Many businesses are pushed a decade ahead of the technology and fortunately, the call center agents can now get the flexibility to work from their preferred locations.

As ‘work from anywhere’ has become a norm, it’s time that the businesses start embracing this reality with this quick checklist to run an at-home call center.

Infrastructure Readiness

While the virtual call center solution eliminates the need for setting up infrastructure and hardware installations, it requires businesses to be equipped with tools like a virtual call center app, VPN access, strong internet connection, desktop/laptop/smartphones to start with.

At-home or virtual agents will need infrastructural support to ensure that they provide uninterrupted customer service to the customers. 

Application Infrastructure Management (AIM)

Let the truth be told, working remotely can be tedious for managers to track agents’ activities and identify the reason/issue for low productivity. In a remote work environment, it often is difficult for the IT department to find the root cause of call failure. If an agent is reporting continuous network failure, what would you trust, the network, the agent, or the device?

With application infrastructure management, managers can do away with such challenges and identify the root cause of low productivity with 15+ monitoring parameters such as network drop, blank call, abrupt disconnection, call failure, low internet bandwidth, and other network-related issues.

Mobile Agent Application

Why do you need a virtual call center app for your business? If your agents are struggling with limited infrastructure, a mobile app comes in handy, all you need is a smartphone with a strong internet connection and you have your own mini contact center in your hands.

Ameyo’s highly flexible mobile application allows agents to work with a low internet bandwidth of 100-150 KBPS ensuring that they deliver a superior customer experience. Additionally, with a floating widget, let the call center agents do app-plexing which further saves time by 20-25% on each call.

Comprehensive Remote Monitoring

Virtual contact center software that allows for systematic and standardized call monitoring practices is a must-have capability for managing a virtual call center. With remote call monitoring, supervisors can keep track of agents’ activities, analyze the call trends, and make well-informed data-driven decisions.

With enhanced features like real-time monitoring, let the supervisors gain full control of the call activities by snooping, barging, and whispering in a live call.

Reporting & Dashboards

Get a virtual call center software that allows you to keep a close eye on key performance metrics. In a physical office world, the managers could easily tap on the agents’ shoulder to get insights into the metrics but this becomes imperative to analyze the KPIs while working remotely.

Get a customizable dashboard with detailed reports and analytics into SLAs, CSAT rate, FCR rate, allowing the managers to prevent the SLA breaches in time and help increase customer satisfaction rate, making down tracking easy.

Onboarding & Collaboration

Your virtual agents need a tool to communicate with their peers and managers virtually. An internal chat option will make the team collaboration easy, ensuring that the at-home or remote agents can reach out to each other, especially when they are on a live call.

Create a high trust environment with shared collaboration tools and let the agents have access to all the information in a single dashboard.

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To maintain the efficiency of your at-home call center agents, you need to equip your team with the tools that help them increase their productivity and at the same time provide the comfort of working from their preferred location. With a progressive virtual call center solution, let your agents translate each call into a meaningful experience. I hope the aforementioned checklist will help you choose the best virtual contact center software for your business.

FinTech Adoption Remains on the Rise this Holiday Season

It’s that time of the year again. The holiday season is upon us, and this year the celebration is going to be different. As the world has moved towards contactless interactions, bidding adieu to in-person visits, the world of FinTech is also changing. Today, more than ever, fintech is seeing an uplift in adopting financial services across the globe.

What was once considered a complex way of managing the transactions have now become the choicest platform for consumers due to digital platforms’ rise. COVID-19 has led the consumers to engage with FinTech propositions, driving the FinTech space forward.

The shift in payment habits amidst the pandemic will be reasonably visible in the post-pandemic world. Most consumers are looking for digital payment applications like Paytm, Freecharge, BHIM, and PayPal to minimize the risk of exchanging currency notes.

According to the Economic Times, money transfer and payments are the major drivers for fintech adoption at 94%.

Key Reasons that will Drive the Growth for FinTech Brands

  • Festive season entices positive spending among consumers, which is likely to boost investments
  • As consumers are still reluctant to go to physical stores for shopping, more online shopping is expected for gifting, shopping, etc. The rise in online shopping will support the growth of digital payments, helping the FinTech brands further.
  • As most economies are not on the pink side of health, it is expected there will be growth in the loan requirements.

With money transfer and payments becoming the primary driver for FinTechs, the industry must prepare for the holiday rush this holiday season.

How do you prepare for the holiday rush?

Now that we know the consumers are heavily relying on the FinTech industry for transactions and payments, it’s time to deliver high-quality customer service and prepare your agents for the surge in call volume.

Provide a Safe Banking Environment

Customer’s data safety remains a prime concern for financial service providers. Customers provide their critical information and invest their money for loan requirements only if they trust the brand. Customer acquisition and retaining are a challenge for the financial service provider because traditional banks have an edge on their information security. With PCI-DSS Compliance, ensure that your customers’ data is secured and their investment is taken care of at every business step.

Ensure Contactless Customer Onboarding

Let the customers complete their identity verification process from the comfort of their home. With Video KYC Solution, onboard customers without the need for in-person visits and ensure zero fraudulence with an AI-driven face recognition technology. An advanced video-based KYC solution allows the FinTech industry to fasten the onboarding process and onboard a customer in less than 3 minutes with maximum accuracy. This helps reduce the drop-offs, ensuring that the customers do not escalate or switch to competitors.

Define Business Rules for Holiday Season

Most customers like to be self-served, and if you are not doing this right, someone else will. When the customers reach you after office hours, you can let the chatbot or voice bot answer the first-level query, ensuring that no interaction is missed. For complex queries, you can define routing rules and automatically assign those interactions to the next available agent. 

Additionally, inform your customers of the exciting offers using voice prompts and voice blasts, and guide them through the terms & conditions.

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Communicate Through Customer’s Preferred Channels

It’s time to address the roadblocks to omnichannel communication. Customers prefer to communicate with their brands on their preferred channels. Your customer sees an ad on Instagram about an exciting offer on Paytm, they use the app, place the order, check their email, and seek a confirmation message in their journey. And this happens even before reaching out via a voice call. 

Customers do expect consistency. You can excel at it by sending WhatsApp triggers of payment confirmation, reminders, alerts, etc. or can send an automated text message to inform the customer before making a call.

A Milestone in OSP Guidelines – DOT relaxes Compliance norms for BPOs & IT services

5th November 2020 will be a historic day for Indian telecom. With the onset of Covid 19, the Department of Telecommunication had to temporarily relax OSP norms so businesses could continue their Customer Service, KPO’s, and Telesales process when more than half of their workforce had to shift to their Homes.  Today after 10 months of Working From Home,

The Department of Telecommunications has officially floated some modern, liberal guidelines that come as a massive boost to BPO’s and IT-enabled service sector

This is a historic day for BPO’s & Contact Centers as this charter marks the end of a huge compliance burden for the Business Process Management industry. With the economy in doldrums, the new guidelines will significantly boost IT Services and the Offshoring & Outsourcing industry.

Few Highlights from DOT’s latest OSP Guidelines

 

Ease of Starting a Business with reduced barriers of entry

    • No registration certificate is required for OSP’s to start their services
    • No more hefty Bank Guarantee barrier to set-up an OSP Center( Call center, BPO, KPO etc.) 

Interconnection between OSP centers

  • Interconnection between two differently owned OSP centers is now permissible over a Virtual private network ( via Leased lines / MPLS) – This is a massive development for Organizations that have outsourced customer service to multiple BPO’s. It will make call data overflow amongst BPO’s easier and at  lower costs
  • OSP’s can now communicate with their distributed servers/OSP centers using leased lines/MPLS based VPN connectivity using the internet. – Multi site contact centers can now utilize VPN without the need of switching to PSTN networks when communicating with their site-specific servers

Easy Infrastructure sharing between Domestic & International OSP’s

    • EAPBX at foreign locations of International OSP will be allowed. However, all the data and call records pertaining to the OSP should be made available to the Department of telecom.
    • Sharing of Infrastructure of Domestic OSP & International OSP’s will be permitted going forward – Earlier OSP’s needed separate Infrastructure requirements for DOmestic and international OSP or one had to pay hefty bank guarantees for infrastructure sharing. Going forward infrastructure sharing between Domestic & international OSP’s will be allowed. But one has to ensure that no Toll bypass takes place.

Permanent Work From Home Ready

  • Agents Working from Home will be treated as Remote Agents of the OSP center & interconnection with OSP center is allowed
  • Agents can work from anywhere in India

You can also go through the complete guidelines here

We at Ameyo serve many OSP’s and successfully transitioned more than 50000+ Agents to Work from Home. In our experience, the most challenging aspect of Work From Home contact centers has been establishing remote IT & Ops governance and enabling virtual collaboration and onboarding amongst call center agents and supervisors.

With this regulation, the Work From Home scenario is likely to go upwards, This is a step in the right direction and opens up new opportunities and possibilities for the contact center and BPO domain. 

Read More:  What was the impact of COVID 19 on BPO Industry?

Impact of COVID 19 on the BPO Industry

Stay tuned for more information on DOT regulations and what it means for companies.

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Are you prepared for the upcoming holiday logistics rush

Holiday seasons are the busiest time of the year for the logistics Industry. And, does that change because of the unprecedented crisis of COVID-19? Yes, we are sure to see a surge in demand for making contactless deliveries. The in-store visits have reduced significantly, kicking off online selling. With e-commerce taking over this year, retailers will have to be prepared with the inventory well in advance to emerge out as the winner of this holiday season.

So, does your logistics company have the capacity to make all the deliveries and handle the call center operations effectively? With most brands shooting out the message of delayed expected delivery, it sure will be a spike in inbound call volume. So, how are you preparing for the holiday logistics rush?

Creating an easy and effortless customer experience is easier said than done. There are certain challenges like agents will have more repetitive tasks on their plate, the contact centers will be bombarded with inbound queries, brands will have to hire additional staff, management of reverse logistics, etc. You will have to hire additional seasonal staff to cater to the needs of the customers. So, you can provide a high level of customer support this holiday season by using an effective remote contact center solution.

How does a Remote Contact Center Solution solve these challenges?

With a remote contact center solution, the logistics industry can bridge the gap between vendors and customers by delivering a seamless customer journey across touchpoints. 

Deliver Omnichannel Customer Experience

Integrate your remote contact center with all the channels like call, email, chat, social media, messaging platforms, in-app chat, etc. Let the customers connect with the vendors through their preferred channels, making it easy for them to reach and find related information. 

With a surge in inbound queries, you can automate the workflow and inform the customers about delayed deliveries even before they reach out. Walking a step ahead of the customers can turn out to be a game-changer. Sending timely notifications via WhatsApp, reminders through email, voice blast about the shipment, or emergency alerts helps customers stay abreast of all the information.

Scale as the Business Grows

Are you thinking of scaling your business this holiday season? Are you worried about huge capital investments like infrastructure cost and operational overheads? A remote contact center solution is the answer for your business.

With its pay as you go model, it allows you to seamlessly scale up or down your business operations without worrying about operational costs. Working from anywhere, any device, and any browser gives you a navigation card through a vast talent pool across geographies. With the flexibility to grow your business, you can easily manage the surge in inbound call volume by hiring additional customer support specialists.

Priority-based Routing

A customer whose product is due for delivery in the next 4 hours would become a priority customer. But, how would you ensure that the customer is routed to the relevant agent when they call? With a smart routing strategy, backed by an intelligent customer identification process, you can now easily filter the customers to be routed on priority.

A customer with a general query automatically gets routed to the agent handling general or first-level queries, clearing up the queue for elite customers.

Integrating your Inventory with CRM Application

A remote contact center ensures easy integration of the logistics applications with in-house or third-party CRM that helps track and maintain customer information. This establishes sync between the order management system and CRM, allowing the agents to retrieve important information and resolve customer issues faster.

If a customer has an unresolved issue from the past, the agent can quickly refer to the notes mapped in the CRM and drive the contextual conversation to address the customer’s grievances.

Managing Reverse Logistics

It often becomes a challenge for the vendors to manage reverse logistics, further escalating if not addressed immediately. 

If the customer chooses COD and refuses to accept the product at the time of delivery, with a remote contact center. In that case, the delivery agent can input this information in the order management system which is mapped in the CRM automatically. The customer receives a call from the business to confirm the same, and after the confirmation, the product status changes to reverse logistics.

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E-commerce Strategies to Prepare for the Holiday Rush

There is just something about the holiday season that inherently makes us happy. Be it the Halloween costume shopping, celebrating Eid, or getting ready to welcome our good old friend Santa while setting the table for the Thanksgiving dinner. It’s a happy and cheerful vibe all around.

While the celebration is in the air, this is one of the busiest times for many businesses especially the e-commerce sector. The online orders increase and so does the need for customer support. The first-time buyers, your regular customers, vendors, and all stakeholders need to have a seamless experience.

Buyer Behaviour is Changing… Recent Trends in the E-commerce Sector

The year 2020 has been a rollercoaster would not be an understatement. There were and still are so many uncertainties. However, among all this, there is still a ray of hope – the festivities. The pandemic sure changed a lot of things and the e-commerce industry is no exception. Some of the common trends that have emerged or are expected to affect online shopping or e-retailers are:

  • Travel restrictions leading to online gifting
  • More online shopping due to seasonal sales and discounts
  • Limited physical store visits to redirect customer traffic to e-commerce websites
  • More online shopping means more customer queries and requests

With the knowledge of emerging trends, hopefully, the contact centers will be in a better position to manage the holiday rush.

Strategies to Drive the Best Customer Experience

Knowing about the e-commerce trends is only the beginning, it is important to convert the learnings into actionable insights. Let us look at some of the ways to boost the E-commerce customer service experience.

Utilizing the Right Customer Engagement Channels

It’s no secret that your customers prefer some communication channels over others. However, with omnichannel integration, you can ensure that irrespective of the channel through which the customer reaches you, their issue resolved. With social media owning our lives, we are seeing people choosing digital channels over the more traditional channels like phone or email. Customers would rather engage over WhatsApp or have a chat than bear long wait time on a call.  Business heads and managers need to study the engagement pattern and identify the most effective communication channels and then create a customer engagement strategy that yields the best results. 

Setting Customer Expectations

With the pandemic affecting the shopping schedule along with the travel restrictions, many are pre-ordering stuff to be delivered on time. However, contact center executives are as it is swamped and juggling multiple tasks. So, informing your customers about possible delays in response time due to high demand is a responsible thing to do.

Setting pre-recorded IVR prompts or provisioning scheduling callback at a convenient time can not only help the agents be more productive but also keep the customers informed. While doing all of this, publishing your return, exchange or refund related policy on the website can also help to reduce mundane requests. Keeping your customers informed about your business timings, expected wait time or any change in the order status are some of the ways to effectively reduce the shopper’s anxiety.

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Make the Best of AI-enabled Bots

It is important to categorize customer queries to identify which of them can be automated. For instance, a simple where is my order kind of a question can be answered by a chatbot and does not need an agent to resolve it. However, the payment-related issues might require an agent’s assistance. So, knowing what is critical and requires human intervention significantly reduces the agents’ workload.

The good news is that now we have artificially intelligent bots – chatbot and voicebots to make the customer support executives’ lives much much easier. Imagine you searching for a branded handbag on Google. While getting the search results you get an option to “message” the brand directly, without even visiting their website and get details of the product there and then – thus, converting the customer even before they visit the website using Google’s business messaging. Here you can integrate a chatbot to handle routine queries while having the option to seamlessly transfer the conversation to a live agent when required.

Gearing Up for the Holiday Rush During the Pandemic

We are living in uncertain times. COVID-19 sure has bummed all of us. However, it has also opened new possibilities. For instance, with contactless interactions became the new norm, we saw video chat emerging as a popular channel to resolve customer support requests. People who used to visit the brick and mortar store to browse clothes and other things and return or exchange in person are now doing it over a video call using video contact center technology – all the while adhering to social distancing norms. The year might have been a tough one but let’s end it with a bang and on a positive note. Enjoy the festivities and gear up for the New Year, with new possibilities. Happy Holidays!

Deliver Happiness on a Plate: Ways to Ace Holiday Season Food Delivery Experience

It’s that time of the year again – time for good food and celebrating with your friends and family. The spooky season is officially over and it’s time to be Thankful and welcome Santa and his elves. However, this year, things are interesting, to say the least with the whole Coronavirus situation. But keeping that aside, it’s time for online food delivery companies to gear up for increased business and customer query volume.

Unless you possess Santa’s elves and sleigh it’s better to prepare your call center for the holiday season rush. Be it high order volume, managing restaurants, or ensuring timely delivery of food – it all comes down to exceptional customer service experience. 

Serving Yummylicious Customer Experience in the Pandemic Era

Since COVID-19, restaurant owners have seen a steady increase in online food ordering and delivery. People who earlier used to visit the restaurant were now opting for home delivery. This steady yet dramatic increase during and post lockdowns gave rise to some new and interesting holiday food delivery trends such as:

  • Preference to eat at home over restaurants
  • Revenge buying after limited to no outside food
  • Increase in orders of sweets and chocolate delivery

With so many food deliveries and orders, food aggregators and restaurants see an increase in customer queries. Customers are curious about their food order, they want to know when their gift boxes will be delivered or some even have complaints about the quality of food/item delivered.

Remote Call Center – Your Delivery Partner this Holiday Season

Are you feeling the holiday rush? Is a high influx of customer queries overwhelming your customer care reps? Is COVID-19 dampening your holiday food delivery experience? Well, you need a remote call center solution to manage the holiday traffic. But how exactly can you make the most of the remote call center software? Let’s discuss it!

Drive Omnichannel Communication

Even though most food aggregators have mobile apps for customers to place orders, it is important to integrate these applications with customer support options like – click to call, in-app chat, send an email, or WhatsApp the brand to resolve the issue. Additionally, live chat has emerged as a winner when it comes to immediate gratification. Customers can chat with your bots or live agents to get answers to their questions quickly and effectively.

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Apart from managing omnichannel customer support, using various platforms to engage with your target audience can also be an effective marketing strategy. For instance, Zomato’s new campaign, #ZomatoLoot is an awesome example of handling negative reviews and turning them around into something positive.

Offer Customer Self-Service Options

Simplify your customer journey and more importantly your customer experience. Not making your customer wait is a great place to start. But how can you manage that? Self-service options are a great way to do that –  and there are multiple ways to achieve that.

  • Using Chatbot: Let the artificially intelligent bots to automate common queries
  • Publishing FAQs: Publish the most frequent queries or issues that the customer face and help them get answers there and then rather than wait for an agent 
  • Self-service IVR: Design your IVRs with personalized prompts and advanced routing to ensure FCR

swiggy-chatbot-automation

 

One of the best use cases of using bots to self-serve has been depicted in the above image where Swiggy is using the chatbot to automate their food order cancellation process. Thus, effectively reducing the whole process from several minutes to mere seconds.

Integrate your Systems for a Holistic Customer Experience

As an online food aggregator, one has to manage multiple stakeholders – customers, delivery people, restaurants, etc. It’s imperative that all these processes are in sync to deliver a delightful customer service experience. With a remote contact center software, you can easily integrate your systems – order management, vendor management, CRM, or other third party systems to allow the customer service reps to have personalized and contextual conversations.

Having a single view of the customer enables the agents to check previous orders or any open ticket and provide a satisfactory response to the customer while being productive and effective.

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Collect Customer Feedback

One of the best ways to prepare for the holiday season in call center is to study the historical data and past customer behavior and you can only do that if you have that information. Thus, collecting customer feedback is not only beneficial for forecasting but more importantly, it offers great insight into gaps that you, as a business can improve upon. Asking the customers to rate the delivery experience, food quality, and even their customer support experience will be a great help in the long run.

One of the most effective ways to collect this feedback is via star rating in the mobile app itself. Some outlets also send a feedback link on SMS or email also. However, the easier you make it for the customer to give their feedback the better it is.

Will the Indian Financial Sector Be More Tech-driven Post The Pandemic?

COVID-19 has changed the way brands & consumers interact, and the BFSI sector is not an exception. And as with other verticals, digital started becoming the preferred channel of interactions. One of the leading public sector banks viz SBI changed its work-from-home policy to work-from-anywhere in response to Covid-19.

Also, the efforts to encourage contactless digital payments over cash as a hygiene measure have led to increased digital payments. While digital payments and transactions recorded remarkable growth, there was also a rise in digital payment frauds.

While there is no going back on digital transformation, here are some of the tech-driven ways the BFSI sector can use to acquire and service customers while addressing the trust issues.

PCI-DSS Certification to Win Customers Trust

Payment Card Industry Data Security Standard (PCI DSS) was created to increase cardholder data controls to reduce credit card fraud. It covers technical and operational practices for system components included in or connected to environments with cardholder data.
Being PCI DSS compliant bring hosts of benefits as follows:

  • Win customers’ trust by assuring them of secured transactions.
  • Avoid data breaches and the associated costs and penalties.
  • Increased protection of customer’s data

Ameyo is PCI DSS compliant with certified public cloud environments across India,  APAC, Africa & ME.

Video KYC for Remote Onboarding

Know-Your-Customer (or KYC) is a necessary part of onboarding a new customer for financial institutions. Video KYC follows a Video-based Customer Identification Process (V-CIP) approved by RBI to authenticate the customer’s verification documents. So, the process remains secure, paperless, and saves the customer’s travel to the branch. Many leading banks like HDFC BankKotak Bank have launched Video KYC to onboard customers remotely. 

With Video-based KYC, BFSI companies can reduce the operational costs by 90% and the time required to do KYC from 5-7 days in less than 3 minutes.

One example is The Muthoot Group, the largest gold loan provider across the country, which has launched its Loan@Home service that provides gold loans from the comfort of their homes without having the customer visit the branch and maintain a contactless experience.

With Video KYC, Muthoot has reduced the loan executive’s time at the customer’s place by 75%, making it easy for the loan executives to verify the customer’s identity even before they visit the customer.

The old-school offline process of document collection and verification poses a threat of misuse of customer’s data. Video KYC, in adherence to the RBI guidelines, ensures that the BFSI sector addresses the security risk by providing safe and secure data storage. Video KYC provides the flexibility to allow the KYC officers or call center agents to provide virtual assistance to the customers using co-browsing and screensharing features. 

Video Personal Discussion for Loan Approval Process

Lenders have personal discussions with borrowers before sanctioning a loan to gauge their creditworthiness and ensure they make the right decision. But with physical distancing, real face to face meetings are not possible. 

Ameyo’s Video Personal Discussion enables you to achieve the same face to face meeting remotely in this new normal of physical distancing. It helps you with AI face match detection, document uploading, or transfer documents collected previously, e.g., during the KYC process.

Video Chat to Close More Sales

Many brands have closed sales successfully over video like Tanishq has brought in around Rs 100 crore sales through video calls in the last two months.

Video as a channel makes it possible to have 

  • Real-time face-to-face discussions enable you to pay the highest level of attention to the most critical customer interactions.
  • Read customers’ non-verbal cues and gestures.
  • Exchange information and address objections in real-time

Ameyo’s video chat solution also helps brands with recordings for analysis by an AI or human being for continuous improvement.

Video Contact Center

With Video Contact Center, you can provide personalized and expert service remotely. With a face to face discussion, you can gauge the customer’s anxiety and make them comfortable with a smiling face. 

In India, IndusInd Bank reports that video banking enabled it to solve 50% more cases in the first call, compared with voice services. 

Automated Humanized Collections Bot

RBI’s notice to end the moratorium on Aug 30 with an extension till 28 September 2020 has challenged the loan collection firms to find an alternative solution to speed up the collection process. The final decision on loan moratorium is still pending with Supreme Court adjourning the hearing till Nov 2

A significant number of calls in the collection process are routine queries that can be solved by a humanized debt collection bot that covers customer coverage. Without hiring additional agents for debt collection, the collection bot can maximize customer coverage while increasing collections calls with human-like conversations.

Additionally, the bots capability to personalize the conversation by knowing the context with available data in CRM helps increase the efficiency of Collection Calls. Queries that the bot is unable to understand are transferred to a human agent with an appropriate message, preserving the conversation’s context.

Addition of Newer Channels

One of the significant lessons of the shelter-in-place is digital transformation. The use of social media platforms has grown by 82%, which is an opportunity for FIs. In the post-pandemic world, most banks, insurance companies, and financial services will go online, making business easier for their customers.

As every customer is different, so is their preference for the communication channel. Now, channels like WhatsApp can be leveraged for customer service to send out payment reminders to the customers, notify them about the payment success, and send bank statements. 

Customers will be able to rely on digital banks to open their accounts with no in-person show required. Without the need to show up at the branch, the banks will get new customers to sign up faster.

Wouldn’t we all be happier if we didn’t have to wait in the queue to pay our debts, open a bank account, and apply for loans?

In a Nutshell

The GDP is struggling, and the financial sector is under pressure to meet customers’ demands. Anxiety among customers is another added challenge in the situation. If that seems bearable, think of the competition in the market. Digital transformation is no more one of the choices for financial institutions, but the only choice.

Technology has transformed the traditional banking system in the past, and in the post-pandemic world is set to see even a better and advanced version of it. The definition of normalcy will be changed forever, and fintech has the stage set. Just use the right click to make the most of the opportunity!