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Ameyo Callversations

Important Call Center Metrics to Measure Success

As a call center manager, you are responsible for meeting team goals and meeting the expectations of the management. To do that, it is important to identify the metrics that are relevant to your industry and the organization.

Topics: Call Center Software call center call center metrics

5 Key Advantages of Auto Dialer Software for Call Center

Outbound call centers have multiple campaigns for several processes like cold calling for lead generation, following up and nurturing inbound leads, market research and surveys, etc. and mere manual dialing will not help in achieving the competitive targets. Agents using manual dialing usually end up having approximately 10-15 minutes talk time per hour as their major time is wasted in repetitive unproductive tasks like manually dialing the contact numbers and disposing off calls, facing busy tones, answering machines, and disconnected calls. An auto dialer software is operationally and commercially viable for a call center as it boosts the agent productivity by 200-300% by reducing idle time and proportionately increasing the talk time per hour.

Topics: Predictive Dialer Call Center Dialer Progressive Dialer Preview Dialer

Surefire Tips to Choose the Right Call Center Software

To become a brand that customers love and are loyal to, the company needs to give them a reason to do so. Customers value the brands which they trust. One significant way of doing that is with exceptional customer service.

Topics: Call Center Software call center solution call center software solution

How To Choose The Right Call Center Dialer For Your Business

According to Data and Research firm TOPO, on an average it takes 18 dials to connect with the potential buyer. Picture this in an ideal call center scenario. What you will see is the hapless call center agents only dialing out the numbers! Phone is still the most preferred channel of communication and if your agents are going to spend the majority of their time dialing the numbers, their productivity will definitely go for a toss. Agents should be doing what they are best at - talking to the prospects and customers instead of getting tangled in the task of manually dialing numbers.

Topics: Predictive Dialer Power Dialer Call Center Dialer

Why Customer Experience Is All About Emotional Motivators

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What turns a new user into a loyal customer? How do you practically go about converting a somewhat-interested stranger into a massively-valuable long-term brand advocate? It isn’t easy, that’s for sure. You need to learn about your prospective customers and come to understand what they want and how you can deliver it— but the basic formula is quite simple .
Topics: customer experience emotional motivators

Why and How To Measure Customer Support ROI

With customer experience research giants predicting CX to overtake price and product as the key brand differentiator by the year 2020, Customer Support department can no longer be considered as just a cost center. Companies that still consider customer support as a cost center fail to see how it adds to the bottom-line in long run. Businesses need to understand that retaining existing customers is equally important as acquiring new ones and is rather a less costly process.

Topics: Customer Service Customer Support customer retention

Improving Customer Experience with IVR Optimization

In today’s business scenario, keeping everything else constant, its customer experience (CX) that makes all the difference. But, how do we achieve an exceptional level of CX? The most important factor to consider for this is to look to improve customer engagement. Customers attribute good experience with great support. With changing times, the customers have also become more independent and look for self-service options rather than depend on human interactions.

Having Interactive Voice Response (IVR) technology to offer self-service for the do-it-yourself types have proved to be successful over the years. But, IVRs can’t be trusted blindly. They need to be optimized for better results.

Here is a list of things to keep in mind while optimizing your IVR system to improve customer experience:

Topics: IVR customer experience ivr solution ivr systems

Why FCR is no more just a First Call Resolution rate?

Customer Service has come a long way since the last two decades. Customer Service or Customer Support is no more mere operations but an experience now. Responding to customer queries started over phones, then emails and today to any digital channel that is available. Although phones were a thing earlier that is changing gradually and so is the abbreviation - FCR. A lot of contact centers, customer service teams used it and still use First call resolution as a key metric to measure customer satisfaction and optimize operations cost. But with a plethora of digital channels opening up, the term is no longer the First call but First Contact Resolution rate. Customers can't be restricted to any channel. its the BPOs', customer service teams and other organizations' onus to provide support on different digital channels ( social media, Chat, messengers, email, SMS, video etc.) and preferably in a single touch.

Topics: call center technology customer retention

The Fundamentals of Customer Retention

Could anyone guess the hardest job companies are facing nowadays? No, its not Sales anymore or Marketing, it is how to retain customer loyalty. With most companies investing thousands of dollars to acquire a customer, customer retention has become a crucial task for many.

Topics: Customer Service customer experience customer retention