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Cloud Contact Center: A Guide for 2022 (With Actionable Tips)

Back in 2020, due to the pandemic, many business owners switched to operating remotely. As businesses these days are considering remote work in their long-term plans, it is imperative to consider contact center solutions as communication from home and office is seamless.

Now as most companies are opting for cloud contact centers, Gartner predicts an annual growth rate of 29% for contact center software. If this prediction goes right then by 2024 its total value will reach $17.9 billion. Automation and chatbots have also been in demand along with cloud migration since the COVID-19 was triggered.

20% of US contact center professionals and 21% of UK professionals believe that in 2022 there will be fewer staff requirements in a contact center because of rising in automated solutions
– PCI Survey

What is a Cloud Contact Center?

A Cloud Contact Center is a wide range of applications, tools, and cloud-hosted services for contact centers. These days it is much in demand for every organization irrespective of its type of business as it offers multichannel communications like via email, phone, SMS, and so on.

For client-facing organizations to succeed, having the right contact center is imperative. If the sales and client interaction is not well handled it can lead to a loss in revenue and a damaged reputation.

Most of the organizations face several challenges while handling communication with the customers:

  • Customers usually prefer to get connected to a contact center using their preferred mode of communication channels like phone calls, instant messenger, or email etc.
  • Contact centers need to transfer customers’ calls and messages to the correct department so that customers can get quick solutions to their issues.
  • Contact centers should be much more efficient and could manage their agent’s time proficiently besides automating most of the processes and functions such as auto-attendant or music-on-hold.
  • The supervisors of the Contact Center need to monitor and optimize the services they are offering.

A cloud Contact Center helps organizations meet the challenges of communicating with customers. A cloud contact center usually provides solutions like:

  • Integrates multiple communication channels into a single system as it helps agents communicate with the customers through emails, phones, or instant messaging.
  • Provides advanced call routing, ensuring that the customers can speak to the qualified agent in the right department.
  •  Includes automated services such as music-on-hold and auto-attendant.
  • Implements workforce management tools as it helps agents and supervisors to manage their time proficiently.

Read More: Top 10 Benefits of Cloud Contact Center

So, it is necessary to have the right contact center to achieve good revenue and success.

Cloud Contact Center and The Future of CX

Cloud Contact Center is one of the tools that will enable a brighter future for CX. The replacement of the traditional call centers is the cloud-enabled cloud contact center. It helps the customers connect with organizations through all channels like phone, email, chat, and text. 93% of customers would spend more time with companies allowing them to connect with customer service through their preferred channel.

Besides giving more options to customers, Cloud Contact Center also provides customer agents with the flexibility to work from anywhere with the tools that would give efficient interactions with the customer, making them more satisfied.

Organizations prioritizing CX services can gain much success and stability. If a good CX team is built and maintained, it can be a significant asset, thus adding value to the brand. Well, as per North Highland, nearly 87% of business leaders feel that CX is considered their top growth engine.

Whereas only 1 in 3 believes that their company is well prepared to handle the area. This unreadiness shows why it is crucial for a business to partner with a service provider offering products, services, and support to initiate and maintain CX that would exceed customer expectations.

Opting for a CX service provider can help you see a future where customers would no longer dread dealing with the customer service department. Instead, the customer would like to connect with a business to solve their issues quickly without any hassle.

In the future, there will be no need for the customers to re-verify their identity over the calls. The customer will not be required to repeat their problems at every touchpoint. Enhanced CX will benefit not only customers but also AI tools, instant customer account and journey data, and real-time collaboration, agents will have improved productivity and enjoyable workdays.

Top 7 Best Practices of Contact Center for 2022

The shift to the cloud was seen as an acceleration due to the pandemic. In addition, Many companies embraced a hybrid model work environment in 2020; thus, cloud-based solutions are not just a choice anymore bust; instead, they have become business-critical.

Irrespective of your industry, here are some of the best practices of a contact center that is beneficial in delivering great services besides exceptional customer experience.

Cloud Contact Center

1. Dedicated Focus on Customer Experience

A thriving contact center must have a dedicated focus on customer experience. Customer experience has never been that imperative, but due to the pandemic building unshakeable loyalty by offering exceptional customer experience is necessary for any business to succeed.

There is a saying, Businesses that focus on dedicated customer experience rise above the competition.

Customers interact with your business through different mediums like, chat, website, email, phone, and so on. You should make sure that their experiences on all these channels are excellent. Some of the things to follow to make their experience good include:

  • Reduce wait time
  • Offer multichannel support
  • Resolve issues quickly
  • The response rate needs to be quick and proficient

2. Track the KPIs of Call Center

To ensure that your call center is performing well as per the standards, it is imperative to keep a track of progress through metrics or call center KPIs like:

  •  Average Handle Time
  • Average Response time
  • Average Queue time
  • Customer experience
  • Occupancy rate
  • The average number of calls
  • Abandonment Rates

Going through these metrics properly can help you to understand your areas of strength and weaknesses in your call center. Later based on this analysis you can train your employees accordingly to enhance the quality of your call center to meet the company’s standards and mission.

3. Consider Workforce Optimization

These days native workforce optimization (WFO) software is becoming an important need of a contact center for ideal customer experience. Where the change is inevitable, and stress is high, the most effective way to ensure workforce satisfaction, productivity, and stability.

Components that an efficient WFO system include:

  • Workforce Management (WFM) is effective for intelligent staffing and scheduling depending on real-time forecasts and historical data.
  • Besides screen recording, quality management can be done by call center recording software as it helps to monitor, coach efficiently, and evaluate agents.
  • Performance Management is an efficient way of setting personal targets, achievements, and benchmarks for every agent to provide customer interactions.
  • One of the important benefits is reducing the need for multiple systems and interfaces. Native WFO helps make it easy for supervisors and agents to learn things and swiftly gain proficiencies.

4. Quality Management

Quality management is considered an imperative key in enhancing customer experience as it pinpoints your areas for improvement and where the team is performing well. 

A wide range of contact center quality management solutions such as CXEngage Quality Management can capture desktop screeens, record agent calls, and evaluate customer interactions besides identifying coaching and training opportunities for enhancing customer satisfaction.

Read More: Why is Cloud Call Center Better than On-Premise?

Here are some tips to get Quality Management right:

Create a framework for success: Prior to analyzing and recording calls, you should precisely document the goals of the quality management program.

Benefits should be communicated to the agents: When the agents get to know that they are monitored it may cause stress to them as they are already working under extreme conditions. You need to assure them that coaching and training will enhance their customer interaction besides making them more successful.

5. Support and Motivate Agents

During the pandemic, businesses worldwide have been focused on supporting and keeping customers. But several brands are aware that beyond customer satisfaction, it is also important to support employees through anxiety and uncertainty for business continuity and long-term ongoing.

When employees feel supported they give better performance thus, making it much easier for continuity of business even during a crisis. There is also a long-term impact of employee care programs on employee engagement, productivity, turnover rates, loyalty, and retention.

6. Choose Easy to Use Software

Agents at a call center use numerous software to track and store information and for many more things. Thus, it is important to ensure that the software used is easy to use and learn. In this way, agents won’t be spending days and weeks learning how to use these systems. If the software is easy to use they can quickly learn how to use it and start managing work through it.

7. Usage of Automation Appropriately

To properly distribute the incoming call it is best to consider automated IVR systems. This makes sure that the customer receives an appropriate solution from the correct department. It is also beneficial to distribute calls equally to agents to make sure no one employee is over or under burdened. Calls can be routed as per different criteria.

  • Time-based routing – It is based on the timing of the call
  • Location-Based routing – It is based on the location of the call
  • Skill-based routing – It is based on the skills of the agents
  • Regular routing – It routes the call as per a predetermined list of agents
  • Least occupied routing – It routes calls to agents who have answered less number of calls
  • Simultaneous routing – It means ringing multiple phones with one number

8. Provide Real-time and Multichannel Support

Recently it is observed that call centers are providing real-time support through multi-channels like email, phone, live chat, trouble tickets, and so on. If you want to step up your contact center’s success then it is highly recommended to provide more channels for communication. You may also consider chatbots, an IVR system, to offer the clients a way of communication and a quicker way to resolve an issue.

Now it’s high time to implement these call center best practices and provide your agents with the best support they need.

Also Read – What Is a Virtual Call Center: 5 Tips to Manage Remote Agents.

Final Words

As customers use more digital channels to connect with the businesses, it has become imperative to modernize the contact center. A cloud contact center can be deployed in minutes with zero upfront investment. It also lets your company provide proficient services to transform your legacy contact center into a modernized contact center. Now, the agents have the flexibility to work from anywhere, and it also enhances their productivity.

Top 10 Benefits of Cloud Contact Center

Cloud Contact Center is a cloud-based software that acts as the intermediary between companies and their customers. 

It provides seamless interaction through various communication channels like emails, text messages, calls, and social media platforms– Facebook, WhatsApp, Instagram, etc. 

The benefits of Cloud Contact Centers are pulling in more and more amount of companies gradually. 

A report by Markets and Markets predicts that the global market for the cloud contact centers will grow from USD 11.5 Billion in 2020 to USD 36.1 Billion by 2025, resulting in a 25.8% Compound Annual Growth Rate (CAGR) during the period.

Here are The Top 10 Benefits of Cloud Contact Centers:

1. Increases Efficiency

A Cloud contact center increases efficiency by removing the limitations of traditional centers. 

It allows the manager access to a larger talent pool from different time zones and ensures more productive hours at increased cost efficiency. 

Recruiting experts/suitably skilled agents to execute their tasks helps reduce time, effort, and errors and saves the company from bad customer interaction. 

It provides better customer service as agents from multiple remote locations work together to create a satisfactory customer experience.

2. Reduces Cost

Cloud Contact Center reduces expenditure for the company noticeably, in caparison to on-site functioning. It saves money on: 

a) Location- The expenditure on rent/acquiring is not required as all the work is done remotely. 

b) Physical setup- Since everything is stored in the cloud, there is no expenditure on physical setup. 

c) System maintenance- There is no physical maintenance involved in Cloud Contact Center. 

d) Nightshift allowances- Remote working allows recruiting agents from different time zones saving the cost of nightshift allowances. 

e) Transportation Facility- A facility is not required in case of remote working.

3. Empowers Agents

Cloud Contact Centers help empower agents through their advanced tools and features. 

AI integrated chatbots, Interactive Voice Response (IVR), and Advance Call Routing methods save agents from spending their time and efforts on minor queries and issues, allowing them to focus their energy on other tasks. 

On-screen availability of data like customer history, previous tickets, etc., helps them prepare for better assistance to the customer. 

Moreover, in case of unexpected customer queries, they also have access to the knowledge base on their screen without putting the customer on call and increasing the average resolution time.

4. Enhances Security

Cloud-based servers are more secure than on-site servers as on-site servers do not have advanced security and can easily be breached or hacked with access to the central server. 

In the case of cloud-based servers, the data is stored with a third party which is not easily accessible. 

Cloud contact center service providers undergo various industrial and data-security compliances as many have access to highly confidential customer data. 

The data is heavily encrypted and is only accessible to the concerned parties. 

In case of disasters, or other mishaps that result in data loss, data recovery is quicker and more efficient in cloud-based contact centers resulting in reduced downtime for the company.  

5. Enhances Customer Service

A study by Oxford reveals that happier employees tend to be 13% more productive. A cloud contact center helps create such an environment for the agents. 

This results in better customer service as the customers are very observant of an agent’s responsiveness, availability, and overall behavior.

Good customer interaction also helps in increasing customer loyalty as they are likely to stick with a brand that prioritizes them and makes customer query resolution a hassle-free experience.

6. Omnichannel Communication

 One of the most attractive benefits of the cloud contact center is its integration with different communication channels like email, text messages, calls, Facebook, WhatsApp, Instagram, and other regionally used applications. 

It allows customers to contact the support team and get query resolution on their preferred mode of communication. 

Moreover, the agent has access to all the previous communication with the customer so that they do not have to repeat their problems repeatedly to different agents. It also acts as a medium to expand clientele through multiple sources.

7. Real-time Analytics 

Cloud Contact Center captures data in real-time, i.e., all the actions are recorded as they happen. 

It helps companies keep track of live communication and customer activity to enable the agent to move forward with the interaction accordingly. 

It is also used to identify Key Performance Indicators (KPIs) and take quick initiatives for issues happening in real-time.

8. Helps in Increasing the Business

The factors influencing the growth of a business are employee productivity, customer loyalty, attracting new customers, retaining old customers, etc. 

Cloud contact center empowers agents and reduces their workload, which increases their productivity. 

Happy agents perform their duties more amiably, resulting in a good customer experience and a satisfied customer. 

Such efficiency in customer service increases customer loyalty and assists in retaining existing customers as well as attracting new ones. Thus, resulting in a gradual growth of the business.

9. Quick Deployment and Upgradation

Unlike a traditional contact center system which involves a lot of investment of time and money into infrastructure and physical setup for deployment, a cloud contact center can be deployed easily and becomes operatable quickly. 

It does not involve visiting the location or setting up the system physically. It can be easily set up through cloud systems without causing any delays in starting the operations. 

Even upgrading the system is a hassle-free process that can be executed remotely in a limited time. Companies also get the option to get a trial of the upgraded version before deciding to purchase it.

10. Selective Pricing

Cloud contact center providers offer their features in bundles. 

A bundle is a combination of services and features optimally used for the best customer experience. Two of the most common pricing models are-

a) Basic- It includes those features necessary for a cloud contact center system to work. 

 b) Premium- It includes an upgraded version of the features along with some additional services for better customer service.

Selective Pricing provides customers the option to pay for what they use. Some providers even offer customized Pricing with specific features tailored to a company’s requirements.

Also Read – Virtual Call Center: 5 Tips to Manage Remote Agents

Wrapping Up: 

If these benefits have influenced your decision and you want to explore the functioning of contact call centers, Contact Us! Ameyo is a feature-rich cloud service provider. 

Our experts can resolve all your queries and concerns. You can even schedule a demo to get an in-depth understanding of how cloud-based systems work.  

Improve conversion rates of your e-commerce site with trust badges

One of the most important things for many businesses these days is to be available online. Being approachable to the entire world in a single click is in demand. But is being online enough? Mmm, maybe not! The reason is simple & straightforward: the customers cannot trust your brand.

There are times when you go through a website, go gaga over their products, and add them to the cart, but then, in the end, hesitate to put in your credit card details and finally, abandon the cart. It happens a lot, right?

To resolve the issue of cart abandonment, you can start with having some trust seals in the form of TRUST BADGES. These badges instill security for the customer while making transactions. 

What are trust badges?

As evident from the name, a trust badge is used by organizations to improve customer trust. Companies generally place these badges on their website’s checkout page or the loading or home page. 

The trust badge is a seal to ensure the legitimacy of an e-commerce website and further confirms to the customer that their credit card information or other data is being transmitted through a secure medium. 

Some trust badges are just symbols, while others provide a pop-up window describing badge information when clicked. These badges are given by the trust seal organization when you meet specific predefined standards. The badge size, type, and placement on the website depend upon the site’s owner.

Types of trust badges

There are different types of Trust Badges that you can implement on your website. Depending on your need, you can invest in one or more or all the trust badges mentioned below:

• Guaranteed Safe and Secure Checkout badge

These are essential forms of badges that you need to have when you are an e-commerce site holder. For example, you get this badge when you buy Comodo SSL, RapidSSL, GlobalSign SSL, or any certificate from an SSL provider.

This badge assures the customer that the credit card & personal information they put is entirely safe from being stolen, and all data traverses through a secure connection with an SSL certificate. These badges are placed beside the “Add to cart” or checkout page.

The best-known security badges are from Symantec, PayPal, and Shopify. Of course, the better the company brand, the more trust your customers will have in you.

• Free Shipping and Free Returns trust badge

Having the “free shipping” and “free return” badges ensures customers another form of trust and safety and removes any recognized risk of buying online. In addition, these badges show how well you have maintained the customer service policies and your faith in the quality you deliver.

These badges can be displayed along with the “Add to cart” or checkout page. Even the frequently asked questions section can have this badge. 

• Accepted payment trust badge

Seeing a recognized brand’s logo makes the experience trustworthy for any customer. It is here that the Accepted Payment badges come into force. Payment brands like Visa, MasterCard, PayPal, etc., are some well-known brands whose badges enhance a customer’s trust. 

You can place these badges at the footer of the website to make them catch a customer’s attention. In addition, the payment gateway pages can also have these badges so that one doesn’t hesitate while making a payment.

• Third-party endorsements

Third-party badges are a source of showcasing your credibility. It shows that you are verified by a renowned body and ensures that your website’s use is safe and secure. You can place these badges on the website footer. 

These badges require you to fill in an application form, get reviewed, and then get verified. You might find getting these badges a bit tiresome, but all the hard work is worth it. Plus, you can earn the Better Business Bureau Accredited Business and Google Customer review badges. These are much known badges and enhance customer trust.

• Money-back guarantee badge

If you guarantee to return the customer’s money, what can be more pleasing and trustworthy to them. This small but essential customer service has a tremendous and immediate advantage over the conversion rate. These badges are free of cost and can be even designed per the website’s graphics. Place these badges along with the Secure checkout badge to enhance its importance.

Where to put the trust badge on a site?

Trust badges can be placed anywhere on a website. But, put them on the checkout page, registration page, or any such page where users do trust you.

• Homepage: The homepage with a trust badge gives an excellent impression to customers. But the trust badge design often doesn’t go with the website, so you can keep the badge subtle.

• Footer: This sounds like a good catch but placing everything here overcrowds the footer. Note: Anything placed here will be displayed on every website page. 

• Checkout page: This page is the best place to put your badges as it’s here where the customer’s trust fumbles. 

Do trust badges increase conversions?

Yes, they do. There has been an ample number of surveys that justifies the answer. For example, one survey showed that almost 49% of customers said they didn’t purchase because they feared security breaches. In addition, about 17% of customers confirmed they abandoned the cart due to a lack of trust in the website. You can overcome shopping cart abandonment by using trust badges at appropriate places within the website.

Use of Chatbot:

Besides the trust badge, Chatbot is also a valuable source to turn your visitors into customers. AI-based Chatbot answers visitors’ basic questions. If they feel satisfied with the Chatbot, visitors tend to have a positive impression and would like to purchase the product or service from such a provider. A recent survey revealed that 69% of customers prefer chatbots for their queries.

Final verdict

With the abundance of fraudsters roaming around the internet and identity theft snowballing, it’s natural for any potential customer to be cautious about online shopping. However, you can instill trust by letting them know you are legit and secure. 

These trust badges might take a lot of time from your busy schedule, but it’s all worth it. Investing in trust badges has increased conversion rates for e-commerce businesses and will surely be a good investment for you, provided you know which badges you need and where to place them.

Truecaller for Business: Enhanced CX and Business Communication

There is nothing new to the foundations of achieving success as a business, but there are surely new elements to the process towards it. Identifying and implementing the right strategies that keep you ahead of the competition or at least abreast with market leaders are necessary to build an identifiable brand.

Truecaller for Business is one such digital tool that helps businesses on multiple fronts, like enhancing customer experience and business communication. A series of features on the platform enables businesses to effectively reach out to their customers and provide great value and service.

Truecaller Business, Customer Experience, and Trust Building

Using technologies that enhance your customer experience and help your brand communications will go a long way for your growth process. A report by Morning Consult shows that 82 percent of customers will choose a trusted brand over others. The report was created on a survey of 330,000 global customers from 15 different markets and it also found that 90 percent of them would recommend a brand they trusted to their friend.

This echoes the fact that trust results from consistently fulfilling customer expectations over a long period. Trust, in turn, generates word of mouth, which again is an outcome of an excellent customer experience. Truecaller for business lands perfectly in this landscape and gives its registered businesses to enhance communication services with customers and track it with insightful metrics and work upon existing shortcomings.

What is Truecaller Verified Business?

If you are a smartphone user, there is a very slim chance you don’t know about the ‘Truecaller’ caller ID app. It is one of the widely used callers ID applications, and Truecaller for Business is the enterprise solution platform of the same brand. The focus of this business solution is to serve organizations in their calling campaigns and reach out to their customers for an enhanced service experience.

The various features on the platform enable the registered brands to exploit an added level of transparency and success with existing and potential customers. This is achieved with several visual differentiators and backend features that give insights into campaigns and customer response. As of today, many global and upcoming brands have benefitted from Truecaller for Business.

Read More: How To Handle Call Volume Efficiently with Call Center Solutions?

How does Truecaller For Business Work?

Truecaller for Business provides companies with a unique identity badge that proves their legitimacy and stands out from the sea of spam callers. This identity is a caller ID that appears on the user’s screen whenever a verified registered company tries to reach them. The ID provides the call receiver with the brand name of the caller, its industry tag, a verified badge, and the company’s logo. This verified badge cannot be spoofed and saves the customers from phishing calls.

Boost your CX With Truecaller Business

Creating a healthy customer experience score is heavily based upon the smooth communication between a business and its customers. If this communication is not smooth or streamlined, even the most cutting-edge growth strategies might fail to generate desirable commercial returns. Communication gaps from a business perspective can arise from even the simplest of call bounce rates.

A study has found that unknown or automated calls from businesses experience a bounce rate of 87 percent. Based on this number, it can easily be pictured how poor calling campaigns and anonymity can hurt the customer experience score.

As a business, how do you expect to solve your customer’s queries, take feedback, and share the latest information if they mark you as spam? Getting on a call with your customer is the most intimate and detailed way of gauging their experience with your Business. Truecaller for Business maintains the success of the calling practice and limits the impact of instances like spam marking to a great extent. 

Truecaller for Business

With Truecaller Business Solution:

  1. An organization can remove all anonymity from its caller ID and reach its customers with complete transparency. With a solid identity and clear agenda, the caller imparts confidence in the receiver’s mind and improves the chances of call pick-up by manifolds. Hence, boosting communication and creating opportunities for enhancing CX. 
  2. The struggle for businesses doesn’t end once the call is picked. It then becomes another process for them to capitalize on the opportunity, provide their best, and come across as a genuine entity so that they don’t get marked as spam.
  3. The amount of work on the calls has to be balanced on the backend by taking relevant actions on the obtained insights. Without working on campaign data, the growth in customer experience will plateau after a point. With Truecaller for Business, companies can easily obtain actionable insights through the platform’s dashboard.

Read More: 5 (Proven) Ways to Increase Call Connect & Pickup Rate

Improving Business Communication with Truecaller for Business

Even though businesses can reach their customers through multiple channels in today’s time, voice calling remains one of the most effective ways to gauge customer satisfaction and register honest feedback. Calling also enhances the results of the marketing and increases the chances of making more sales due to the transparent nature of voice calls.

But in recent times, people have stopped responding to unknown numbers and this causes more than 80 percent of business-to-consumer calls to go unanswered. This shift in user behavior has made it very difficult for businesses to execute their communication processes for decent returns.

Truecaller for Business can fix this issue by improving the ongoing call pickup rates of any campaign by at least 50 percent. The features that are going to help a business in improving their customer experience will also allow them to reach more customers. Mentioned below are the unique features of the Truecaller business platform that not only solidifies a company’s brand trust but also improve its communication.

Features of Truecaller for Business

Details of how Truecaller’s business solution and its key features help brands make an impact are mentioned below. Many businesses have stood out with their verified identity, and it is accomplished by:

Truecaller for Business

1. Visual Identity

Anonymity and negative feedback on caller ID applications are why existing and potential customers do not attend most business calls. Truecaller for Business allows brands to prominently tag their brand name and logo in the caller ID that appears on the user’s screen while the call rings, eliminating anonymity.

2. Designated Industry Vertical

Adding the tag that highlights the brand’s industry vertical makes it even easier for the user to identify with the Business. Businesses in delivery service, real estate, banking, finance, or any other have their industry segment marked in the caller ID.

3. Priority Calling Feature

Time-sensitive calls are also put across the customer through one of the features. In such cases, the receiver also knows if the call is important for them and can make a better decision about picking up the call.

Read More: Build your Brand Trust with Truecaller Business

4. Protected Brand Identity

The verified badge by Truecaller for Business is an inimitable badge. Imposters cannot spoof this badge, which gives an added level of trust between the brand and the customer.

5. Flashes Call Reason on the Screen

While every feature on the platform has significance, the ‘Call Reason’ feature takes business communication to another level. With this feature, the receiver knows the exact reason behind the call even before picking it up. When brands take such measures to be transparent with their calling intentions, the customers also get comfortable picking up the call.

6. Insights and Analytics

Truecaller for Business is more than a register for its verified businesses. It is a complete digital solution that helps businesses on multiple fronts. The insights dashboard is a comprehensive data center that gives well-represented and actionable info to the Business. It is a key feature to boost the customer experience as the brand gets to know what is working for their customers and what is not through their communication. 

Read Also: 6 emerging CX trends for contact centre in 2022

Virtual Call Center: 5 Tips to Manage Remote Agents

The call center sector is one of those sectors that have stuck to the traditional brick-and-mortar way of functioning for the longest time. The reasons are feasibility, management of employees, accessibility to resources, etc. 

But just like all the other sectors, call centers had to switch to a virtual platform with their human resources stuck at home. Not just employees but 88% of customers also feel that the companies should take more digital initiative in the late-pandemic era. 

A virtual call center is a remote center that can be accessed and used anywhere. It can be premise-based or cloud-based according to the company’s requirements. It is beneficial for both employees and customers. 

While opting for a virtual call center, it is necessary to acknowledge the management of remote agents. 

Here are 5 Tips to Manage Remote Agents:

Generate Support

While working at the same place, it’s easier to support each other. But when everyone is working from remote locations, it can be tricky. It’s essential to use digital platforms to communicate and create a friendly environment for employees.

Responsive grievance handling and problem-solving should be available. Flexible work environments can also help increase productivity, as a happy employee is an effective employee. When working hours align with their peak productivity hours, it supports them while benefiting the organization.

Empower Agents- 

The first step is to break down the vision and mission of the organization into goals and objectives. Then the agents have to be intimated about their role in fulfilling them. 

They need to realize their importance in the firm and have access to all the tools required to perform their duties to feel empowered. Provide regular online training and development sessions to upgrade or enhance their skills. 

Analyze Reports

Virtual Call Center software & application has an optimum agent management system that keeps track of their performance in different areas. Many reports are generated based on parameters set by the organization. 

These reports are analyzed to identify KPIs, as they help communicate with the agent what can be improved. Individual data related to call response rate, first call resolution, average time, call escalation, etc., can help identify and offer a corrective measure. Proper monitoring would also help in enriching self-accountability.

One such example is Ameyo which provides an effective agent management system.

Team Collaboration Tools- 

Collaboration is the essence of a team. At office premises, it’s easier to build a collaborative environment when everyone’s seated close to each other. 

In the digital world, team applications and social media platforms help to create such safe spaces. Even with work timing flexibility, the manager schedules a morning call to set the tone for the rest of the day and helps agents in clarifying their daily targets. 

An afternoon update session on group chats can also help understand the direction of things. Then an EOD call discussion where the team members shall share their setbacks and achievements for others to understand and celebrate. Just like people used to gather for morning assemblies and hi-teas in the office.

Facilitate Healthy Competition- 

Gamification is an effective tactic to create healthy competition among the agents. There can be a set of brownie points associated with the early achievement of targets for the month which can encourage employees to put additional efforts into achieving them. 

At the EOD calls, the outstanding performer who fulfills daily targets can be appreciated in front of the team. Social recognition acts as a great motivator in the corporate industry.

Before the Work from Home (WFH) era, people spent 8-9 hours of their days in their offices. 

That model of functioning followed certain practices that helped cultivate a work culture, which is why it has been effective for so many years. However, a work culture also needs to be built with the WFH model. 

Currently, it is an experimenting phase where everyone is doing their best in the given circumstances. 

With time, this process will evolve to provide a smoother WFH experience to the organization and its employees. 

Also Read – Top 10 Benefits of Cloud Contact Center

In the meantime, the best thing to do is to upgrade with time and adopt Virtual Call Center software to manage your remote agents and create a safe digital environment for them. 

If there are still some queries related to the working of it all, then you can directly get in touch with Ameyo’s team and schedule a demo. They can help you understand the detailed functioning of the software and its features.

So, you can move forward with an informed approach and find the best way to manage your remote agents and operate a virtual call center according to your specifications and requirements.

Conversational AI: Transforming EX & CX with Automation

Conversational AI facilitates accessible communication between humans and machines through text or speech. It works by analyzing the address of a user or the pattern of text, predicting their response style, and then replying with curated and adapted content. The best form of conversational AI can create natural human sort of interactions.

According to a survey by Statista, this is how organizations are leveraging conversational AI solutions:

  • 78% use AI chatbots for simple self-service scenarios.
  • 77% use bots to assess the type and difficulty of a query before they pass it on to a human agent.
  • 70% use bots to retrieve information for their agents so they can offer recommendations to customers and resolve their queries in quick time.

Scope of Conversational AI

As we are moving to digitalization day by day conversational AI is making it easier for humans and computers to communicate. The best conversational AI can offer results which are indistinguishable from a human. Conversational AI uses different technologies such as Natural Language Processing, Advanced Dialog Management, Machine Learning and Automatic Speech Recognition. As a result of these technologies it is possible to learn from every such interaction and respond to them accordingly.

Employee Experience (EX) and Customer Experience (CX) – An Overview

Employee experience, as the name states, is the experience of a person working in a company. This experience considers the workspace, interactions with colleagues, dynamic bindings, corporate culture, and much more.

Customer experience, on the other hand, states how well a business engages with its customers. Starting from marketing to sales and delivery, everything matters in customer experience. The customers’ feelings, their perspective toward the brand, and their connection to it. All of these matter as to how a customer feels about your company.

Both EX and CX play a significant role in deciding how well your business runs. Both are essential. Happy employees and happy customers will directly lead to a business being successful.

Why is Conversational AI Important for Business?

Conversational AI

Conversational AI is helpful to businesses in a wide range of ways. It starts from lead generation to growing demand among customers. Several companies have these AI-based tools that can help improve sales. As there is a steady rise in technology and advancement, several applications will be automated and enhance the user experience. 

Let us look at how conversational AI is creating an impact on businesses:

1. Optimized Customer Service Operations

Irrespective that customers might be unaware of conversational AI, it has become an integral part of the business. Most big brands have chatbots and voice bots. With Conversational AI, NLP and ML companies can understand users’ thoughts and experiences. This, in turn, helps them provide better-customized expertise to the customers compared to their competitors. In addition, these solutions are easy to scale and can be implemented widely through multiple enterprises.

2. Improved Sales and Marketing

These days customers are provided with a vast range of options. As a result, their expectations have increased as well. Conversational AI can help any business by improving their sales and marketing. Several Artificial Intelligence-based solutions can help understand customers better. The buyer profile, social media preference, and role can be better understood.

As a result, every customer can be provided with tailor-made solutions for proper and timely conversions. In fact, with time, it will be possible to create better interactions by considering the emotion of customers, their sentiment, and even their intent. One can make a lot more sales simply by understanding the customers’ needs.

Read More: Conversational AI Platforms: Determining the Right Solution for Your Business

How is Conversational AI the Next step in Customer Experience?

With the increase in customer expectations, there is a need to improve the tools these companies provide for better customer engagement and experience. Machine Learning, Natural Language Processing, Artificial intelligence, and other technologies and methods have resorted to advanced approaches that enable businesses to interact with all customers with greater efficiency and make it more effective.

Such technologies let one experience a seamlessly high and personalized customer environment across many channels. If a customer engages with a company through text or chatbot, all the essential information, emotions, and sentiments can be analyzed from a live agent. Such flexibility is necessary and valuable because customers increasingly prefer communication through multiple channels.

Conversational Artificial Intelligence has successfully driven all the upcoming generations of customer service. Their journey has just begun. Day by day, consumers are becoming confident and comfortable with all the Artificial Intelligence-based interactions. This entire trend is focused on improving the automation process and making it the new normal.

Conversational AI

1. Automated Multiple Operations

Each and every task does not require attention from humans. Conversational Artificial Intelligence helps to resolve low efforts of calls and emails. As a result, customer service executives get more options to focus on complex interactions. As most of these processes are automated, conversational AI helps to reduce the operational cost by many folds.

The errors that are associated with manual data entry are also reduced. In addition to it, the technology can take out insights that human representatives will not be able to recognize at the moment. So, the overall process speed has increased by quite a few times.

2. Augment Agent Capabilities

Conversational AI is allowing agents to be fearless, more efficient and productive. These days the number of record calls is increasing and there has been more than a 50 % increase in tough calls. Conversational AI can augment agent capabilities with proper insights, automated knowledge bases, notifications, and alerts. All of these happen during any live customer interactions.

For example, if an agent forgets to disclose the necessary information required for compliance, an AI-based program can send a reminder. In fact, by recording relevant information in real-time situations, conversational AI can help improve the time constraints and reduce the extra time consumption after work.

3. Improved Decision Making

It might not be possible for humans to do the same task again and again with time and the same perfection. But so is not the case for machines. Conversational AI is quite similar. Because of this, business leaders are making use of this technology that is helping customer service employees to make better decisions. 

Conversational AI allows employees to offer a better understanding of customer concerts, including context and background. Based on this information, employees can take the following best action best suited for every situation.

Read More: Conversational AI Wins More Sales While Saving Time, Expense & Effort [Here is How]

4. Less Response Time

These days customers are impatient and need immediate resolution of their issues. Conversational AI can reduce the response time across channels from email. Webchat and other phone traffic from review sites and third-party aggregators. Conversational AI can help digest vast amounts of emails, social media, chats, and phone calls. As the machines are doing the work, live representatives can speed up the time process for resolution and satisfy the customers who need it now.

5. Enhanced Customer Experience

Conversational AI helps every customer experience some personalization or customization, which was not possible previously. It might seem that machines can understand humans better, but that is not the reality. Devices can work on data. There is no way that your work can go wrong.

Conversational AI makes it possible to understand every customer and interact with them. There might be a unique set of problems that needs close attention and customization. The resolution process otherwise is not easy. But the best part is that Conversational AI makes it easier for all.

Sundar Pichai once said,” AI is one of the most important things humanity is working on. It is more profound than, I don’t know, electricity or fire.”

Personalization and customization help businesses get a better picture of their customers. This is precisely what lets them act and causes them to make suitable decisions. Conversational AI can help take care of problems even before they come up. They offer solutions long before the problem arises. In the same way, these can identify all the individual sales and the opportunities for better lead generation, and conversational AI targets different areas, which helps to improve any retention of impact.

6. Boosts Revenue and Growth

Every business needs solutions that help to drive revenue and improve growth. Conversational AI helps reduce the costs involved in customer service by taking over such tasks. These would require a human effort, but here it doesn’t. Whether it is about HR, personal costs, or even overhead costs. You can enjoy a significant decrease in such costs. At the same time, by improving CX, there will be more substantial revenue generation and growth, and customers will spend more time and promote your brand by word of mouth.

How can Conversational AI Help Improve EX?

There is a change in the way employees interact with the different content, organization, people, and tools. The way we interact is based on messaging, and conversational AI helps in the following ways:

Messaging has become an essential part of communication. It is not just a part of our personal lives but also our professional lives.

● It is easy to access, and these AI bots are available 24/7 to create a one-stop to answer all customer queries. 

● The channel is based on text, and that offers automation opportunities. It serves as a foundation for all AI-driven processes in the entire organization. 

● Users can focus on other tasks, be it client-side or employee side. Be it in HR or sales, or any other department, it is possible for employees to use such chatbots and save time. It is also possible to prioritize important tasks. 

● Data from different chatbot conversations like keywords, analysis of intent, and results of polls can help teams prevent employee troubles and improve the morale in the company.

Conclusion

Conversational AI already had a deep impact on the organizations who have implemented it. As day by day consumers are demanding a better experience and businesses are trying hard to provide that sort of experience to the users and employees, Conversational AI is being implemented rapidly throughout such organizations. 

Email Bot: 4 Key Benefits Your Business is Missing

When businesses engage with the technology ecosystem about automation, some specific solutions emerge: AI, chatbots for the web, and automated workflows. With the world evolving rapidly, enterprises are looking for new technologies that can radically transform digital communication. That is precisely where email bot offers maximum value to companies across industries, such as retail, manufacturing, eCommerce, etc.

Omnichannel optimization can boost conversion and growth by 15%, as customers can communicate with companies through email, phone, social media, etc
–Mckinsey

With omnichannel being the way forward for customer engagement, companies are focused on adopting email bot solutions to automate communication. In addition, having the right chatbot email solution can help drive sustainable engagement to offer an actual omnichannel experience.

What is an Email Bot and Its Purpose?

Email Bot

An email bot is essentially a marketing and customer engagement tool that uses AI and natural language processing to provide a personalized interaction experience to customers. It is designed to fully gauge the content and context of an incoming email and respond to it automatically using an extensive knowledge library base.

The overall purpose of email chatbot solutions is to automate customer engagement at scale while providing a near-human-like conversational experience. As a result, customers should not feel like they’re interacting with a bot, and enterprises shouldn’t lose out on response windows due to long email ticket trails.

How do Email Bot Works?

Email bots work by incorporating several integrated technologies, such as AI, ML, NLP, and contextual learning algorithms. This allows the email bot to access a knowledge base of query resolution while enabling firms to customize conversational scripts fully. In addition, email bots can also be fully personalized, allowing for complete control over tonality, language, and script.

Email bots also use data analytics and machine learning to grasp the context of the email conversation. This feeds into the email chatbot algorithm, allowing it to learn more about what customers are trying to express. As a result, email bots can improve their responses and provide highly targeted messages with the right intent through consistent data analysis.

A key Use Case – Nurturing Leads Lifecycle

Email Bot

Businesses can develop a genuinely omnichannel relationship with customers by incorporating email chatbots within customer service process flows. Leads can be captured, qualified, nurtured through automated systems, and seamlessly routed to live agents for closure.

Email bots can also offer timely promotional offers that are highly targeted and based on customer profile and behavioral data. With 68% of buyers wanting more personalized promotional offers, email chatbots can analyze context and provide the right messaging for better sales conversion.

4 Key Benefits of Email Bots Not to Miss

There are multiple benefits of email bot solutions, which are highly relevant to enterprises across industries. Let us explore the top 4 that you should not miss –

1. Automate Routine Email Conversations

Periodic emails, such as claims, KYC, account information, etc., can be automated through an email bot for any enterprise. This makes the workload less intense for customer support teams, as they can shift focus towards more complex queries.

In fact, AI driven automated conversations can improve productivity fourfold in many cases, making them vital to agent empowerment and streamlining the domain. In addition, teams can help deep dive into customer research and provide the right support, promotional, and retention-based solutions within minutes.

2.  Expedites Responses and Customer Relationships

Speed is of the essence when it comes to resolving customer queries. Customers experiencing issues with a product or service may communicate via email, requiring instant response times to help provide resolution.

Additionally, email chatbots are critical to developing long-term customer relationships. They can be used as a viable tool to boost retention and keep customers loyal through regular engagements.

3. Highly Personalized Conversations with Customers

Personalization is a key area of expectation for more than 70% of buyers, as they engage with customer service mediums. The right email bot solution provides a highly contextual experience to customers through sophisticated natural language processing.

The email bot can quickly gather the intent behind an email and share a meaningful response to ensure that the query is resolved. Email bots can read images and text and instantly offer an appropriate response through computer vision, machine learning, and OCR.

4. Empowers Agents with Quality Insights

With agent empowerment being a key objective for customer service domains, email bots are the preliminary way of resolving productivity issues. Email bots handle many primary queries that can lead the way for upselling, cross-selling, upgrading and promotional opportunities. Agents also gain access to a wider spectrum of information through email content analyses and intent identification. This streamlines the routing of email conversations, giving agents complete access to particular insights.

Final Words

Email chatbot solutions are rising in popularity owing to the growth of email as a popular communication medium and the flexibility in conversation scripts that can be prepared. Companies can also expedite communication via email and solve support tickets at rapid pace. With in-depth access to enterprise knowledge bases, email bots can generate solutions in real-time for faster closure of queries. 

Transform customer engagement operations with Ameyo’s industry-leading solution.

30+ Customer Service Statistics to Watch Out For in 2022

Customer Service is no longer an add-on for customers provided by companies during the buying experience. It has become one of the most important factors influencing customer behavior. 

Here are 33 Customer Service Statistics to watch in 2022 to grow your business: 

  1. More than 60% of the customers agree that their expectations and standards regarding customer service have increased immensely. They want a service that is quick, effective, and requires low effort on the customer’s end.  (Zendesk)
  1. High-effort requirements from the customers for issue resolutions make them 96% inclined to switch from that brand to another, and 81% are likely to share their experience with others, resulting in negative word-of-mouth. (Gartner) 
  1. 61% of customers proclaim to have left a bad review on the brand page or a blog after their negative experience regarding customer service. (Arena CX)
  1. 54% of customers have reported that the number of questions they are required to answer before being able to connect with a human agent is the biggest cause of frustration with chatbots. (Zendesk)
  1. 56% of the customers admit that they would prefer to pay some additional amount for a product if it ensures exceptional customer support. (PR Newswire)
  1. 61% of customers have admitted that customer service has become a top priority. So, they would go to a competitor after just one bad experience. The numbers have increased by 22% from the previous year’s statistics. If it were to be two consecutive bad experiences, it would cost them 76% of customers. (Zendesk)
  1. 77% of customers are willing to provide personal data in exchange for superior customer service. (Freshworks)
  1. 65.2 % of customers consider valuable treatment to be the top factor in good customer service. Whereas, 55.3% believe it is influenced by the expertise and knowledge of support agents. 53.5% also include fast response time among the top factors. (Hyken)
  1. 92% of customers are inclined to stay loyal and add lifetime value to the companies that provide seamless customer service without needing to repeat information. (Zendesk)
  1. 88% of customers prefer a self-service portal from the companies for a better customer experience. (Statista)
  1. 77% of customers feel that a poor self-help portal is worse than providing no self-service support as it wastes their time without actually being of help. (Vanilla Forums)
  1. A study conducted in the US found that 78% of brands are more invested in self-service portals to empower customers and provide a better experience with the help of AI-powered chatbots. (Freshworks)
  1. 66% of customers agree that Artificial Intelligence has enhanced their experience by saving their efforts and time, while a similar percentage commend it for making their lives easier.  (Zendesk)
  1. In comparison to the previous year, there has been a 23% increase in the number of customers willing to communicate with a bot for simple issues. That makes 69% of the customers who prefer a bot. (Zendesk)
  1. Email is the most preferred channel of communication by 62% of the customers making live chat the second most preferred channel by 43% of the customers. (Finances Online)
  1. More than 85% of the businesses are expected to provide live chat support in 2022. (Software Advice)
  1. The number of queries being received through social media platforms like Facebook Messenger, WhatsApp, and other regionally popular applications has increased by 36% from the previous year. (Zendesk)
  1. 64% of customers expect an average response time of an hour after posting their concerns on Twitter. While 85% of customers find an average of six hours of response time to be acceptable. (Social Stamina)
  1. 93% of customers have agreed to be willing to spend more with companies that provide their preferred channel of communication. (Zendesk)
  1. 70% of customers believe that the content of excellent customer service is speed, convenience, helpfulness, and amiably executing all the tasks. (PWC)
  1. 9 out of 10 customers prefer an omnichannel service for a seamless experience between communication means. (CX Today) 
  1. 76% of customers report that they expect to connect with a support agent immediately after the initial contact with a company. (Zendesk)
  1. 49% of customers have admitted to making impulsive purchases after a superior and personalized customer experience with a company. (Dot Digital)
  1. If customer problems are solved at a faster rate, they are 2.4 times more inclined to be loyal to a brand. (Forrester) 
  1. When exposed to fake or toxic user-generated content on the online community of a company, more than 40% of the users are prone to disengaging, and nearly 45% end up losing their trust in the company entirely. (TELUS International)
  1. 94% of customers consider ratings, reviews, and rankings provided by existing consumers while making online purchases. It exceeds the preference for a brand and the price of the product. (PowerReviews)
  1. A business can increase revenues 2x by improving their customer experience to an acceptable and satisfactory level. (Super Office)
  1. Customer spending tendency can increase by 140% by providing a positive customer experience. (Deloitte)
  1. Companies that provide an exceptional omnichannel experience to their customers notice a minimum of 9.5% growth yearly. (Aberdeen Group)
  1. Brands that focus on improving their customer experience also increase their revenues 4-8% more than their competitive brands. (Forbes)
  1. 57% of customers refuse to recommend a product/brand to others if mobile optimization and interface on their website are not satisfactory. (Sweor) 
  1. A bad customer experience is reported directly to a brand by only 19.3% of the customers. (Smart Insights)
  1. Only 30% of the customer support agents feel empowered to perform their jobs well. (Zendesk)

Read more about customer service automation with conversational ai.

From the above data, it can be seen that the number of customers that make the effort of letting a brand know about their mistakes directly is only 19.3%. 

Hence, a brand has to take active measures to keep itself updated with the issues that provide a seamless customer experience management by testing the functioning properly and updating technologies with changing times. 

This information has been compiled by Ameyo- Leader in Customer Experience & Contact Center Solutions. We have various software solutions to enhance customer experience and increase the growth of a business. 

For any queries and help, you can CONTACT US or SCHEDULE A DEMO to get an insight into the functionality of our services.

Predictive Dialer: Make Outbound Calling Successful

When it’s about sales, every second is important

It is well known that time is money. This is the reason why cloud-based predictive dialer is in demand these days. Predictive dialers have become imperative for most businesses or organizations in today’s market as they save time and optimize outbound calls by getting the agents connected to potential leads.

Gone are the days when agents used to dial the numbers to call customers manually. The manual dialing system was time-consuming besides being unpredictable. Prior agents had to dial calls manually, wait for customers to pick up the call, and traditionally manage everything.

Thus, most of their time was wasted dialing numbers and waiting for the call to be picked instead of their core job,’ selling’. This is why they could make only a few calls a day, which used to influence revenue negatively.

These issues are solved by predictive dialer software by automating tasks such as automatic dialing, managing a list of contact numbers, scheduling calls, notifications, reports, and many more things, along with several other additional features to help the agents.

A predictive dialer is suitable for every type of outbound call that your call center makes. As per a study by Instapage, nearly 32% of marketers reveal that outbound calls are very efficient in promoting their marketing strategies and lead generation.

Indeed, the advancement of predictive dialer software has proved to be beneficial in the enhancement of several companies’ outbound calling strategies.

The market size of predictive dialers is estimated to reach nearly $12.19 billion by 2028 as
PR Newswire

What is a Predictive Dialer?

A predictive dialer is an automatic dialing system used for outbound calls as it can dial multiple numbers from a given list of phone numbers. The dialer is proficient in filtering outcalls with no answer, busy signals, voice mails, disconnected numbers, etc. When a customer answers a call, it is automatically transferred to an available agent.

Initially, dialers were created to lessen the burden of agents of manually dialing phone numbers. Apart from this benefit, the dialer predictive dialer also increases the connect rates and minimizes the agent’s idle time.

Key Benefits of Predictive Dialers

Predictive Dialer

1. Better Time Management

When talking about contact centers, time management plays a crucial role and with the help of an algorithm, predictive dialers provide call management. It predicts when the agent would be on call with a client and for how long; also it ensures that the agent’s time is not wasted by getting connected to a busy tone, recordings, or an answering machine.

2. Enhanced Agent’s Productivity

Predictive dialers dial a number automatically thus, reduces an agent’s time of dialing manually. It also reduces the call connecting time and aims to connect agents directly to the customers every time. Thus, it helps to enhance productivity.

3. Proficient Lead Management

Usually, predictive dialers have lead management software incorporated in the application. Also, they can screen out do not call numbers, busy signals, voicemails, as it ensures that the numbers to be dialed are working and appropriate for calls.

Key Features: Optimize Outbound Call Center with Predictive Dialer

Prior to jumping into an in-depth discussion regarding predictive dialer features, let us talk about a few questions.

For your business, are you using a predictive dialer solution? Or are you still in doubt about the functionalities and benefits of a predictive dialer?

Don’t worry, here we will discuss features of predictive dialers to help you get the solution to all your questions and get a better understanding of predictive dialers.

Predictive Dialer

1. Campaign Management

Predictive dialers help managers to implement multiple campaigns from the same login. Managers also have an option to customize marketing campaigns as per their needs.

Campaign management includes editing, pausing, rerunning, deleting, etc. Campaigns are run to attain the targeted goals of the business.

2. DNC Management

This feature is an option to limit telemarketing phone calls. DNC is known to be the list of contact numbers registered under government regulation not to receive any promotional calls.

Thus, call centers cannot make a call to DNC numbers, and even if they do so, they need to pay a good amount of fines to telecom authorities.

With predictive dialers, you get a feature of DNC management, so it checks the contact list to figure out the DNC numbers and eliminates them to assure fine free calling.

Read More: Auto Dialer: Key to Improve Agents’ Productivity

3. Customized Dialing

Every country has a different time zone, and predictive dialers filter out the numbers on the given list based on their area codes and time zones. This feature makes sure that a call is made to the customer at a specific time.

The predictive dialer matches the country name and area code, and preferred time and then initiates dialing the numbers at the most appropriate time.

4. Answering Machine Detection

Answering Machine Detection (AMD) filters out the numbers on the answering machine. In addition, predictive dialers ensure that a human answers the call before passing any call to the agent.

This feature is beneficial in saving a lot of time for an agent because an agent will only be connected to a call that the customer answers.

5. Call Recording and Monitoring

Call Recording is the most desirable because it helps record calls for quality and training purposes. Without any other equipment or device requirement, managers can listen to the previous calls at any point with this feature only. Also, recordings can be saved for future references.

Predictive dialers record and store all the calls in HD quality for the future and save these on the cloud.

However, Call monitoring is an option with a predictive dialer to track every activity regarding ongoing calls. It lets you know which agents are busy on a call and who are not on call. This feature also allows you to preview the call quality in between any call.  

It is also beneficial for the on-job training purposes of new joiners as they get the opportunity to learn from other agents. Further, the two most imperative features of predictive dialers are barging and whispering, allowing the managers to share their input in an ongoing call.

The call whispering feature allows the manager to interact with the agents while on call, but the third person cannot listen to their conversation. Therefore, it is beneficial for agents to handle customer calls efficiently. Call barging allows managers to interact with both agent and customer; it helps handle any query faster without even putting the customer on hold.

Read More: Best Autodialer Software: Features That Win You More Sales

6. Scheduling Call Back and Reminders

The predictive dialer has a call feature, which helps remind the agent of call back at a customer’s preferred time. This feature is beneficial for follow-up purposes.

When a customer receives a call back at their preferred time, there are higher chances of getting leads converted into sales.

When the agent logs in to their system at the start of the day, they receive a popup list of callbacks. This feature is beneficial in following up with the customers who have asked for a call back later. These are some features making predictive dialers outstanding software to choose for your call center.

How does a Predictive Dialer Works?

Now, it’s time to look at how predictive dialers work. Well, a predictive dialer works just like its name. This software predicts when the agent will be free and accordingly dials a number on the agent’s behalf. 

This software uses an algorithm to determine the accurate time when the agent would be winding up the ongoing call and accordingly dials another number for the agent. It helps to maximize the productivity of agents thus decreasing the idle time of agents.

Efficient predictive dialers provide agents with a seamless flow of calls with negligible to no downtime. Here are a few simple steps to explain the working of predictive dialers:

  1. Initially, the dialer software begins by dialing a number from the given list. Based on statistics, it predicts how many numbers should be dialed per agent to reduce their idle time.
  2. Then the dialer identifies, answering machines, busy signals, no answers and filters them out besides connecting the agents with the live calls.
  3. While using the algorithm along with the collected statistic regarding previous call attempts, the dialer is able to predict the approximate time an agent would take to complete the call and accordingly it dials the next number.

It calculates the estimated dialing rate depending on the collected statistics, percentage of abandoned calls, and contact rate.

Conclusion

Today you will come across several companies offering predictive dialer software that is usually cloud-based. Suppose you are willing to get perfect predictive dialer software. In that case, you should choose one that comes with features like call scheduling, call monitoring, dynamic caller ID, answering machine detection, etc. The key requirement of running a thriving contact center is to create a good experience besides offering better customer satisfaction.

Best AI Chatbot Features to Win More Sales

Artificial intelligence (AI) is set to transform business operations, across domains, in the next few years. Nearly 56% of global firms have adopted AI within one or more functions, with the trend rapidly growing. Moreover, the demand for digitization and automation has risen steadily during the pandemic, with post-COVID growth set to rise as well.

With nearly two-thirds of companies increasing their investment in AI over the next few years, multiple use-cases are being implemented across industries.
McKinsey

For sectors such as travel, hospitality, and retail, AI chatbots are leading the way for sales efficiencies. Other industries, such as B2B, manufacturing, and engineering, leverage AI for workflow automation.

AI Chatbot and its Importance

AI chatbots offer multi-faceted benefits to companies looking to automate sales, customer communication, onboarding, and compliance functions. Both internal and external AI-powered chatbots are extensively used to solve key enterprise problems by improving efficiency, productivity, and transparency.

In today’s high-tech world, chatbots are extensively used for empowering teams to boost sales through automated engagement. Close to 46% of global firms implement AI-based chatbot solutions, with around 28% believing AI makes their sales force more effective.

Chatbots are a preliminary way to expand sales operations, giving new opportunities to teams to deliver real-time promotions and offerings. Sales bots also allow enterprises to engage with customers at scale while delivering a truly omnichannel outreach experience to every buyer.

While implementing AI chatbots is key, understanding what features are relevant to sales organizations. This will help refine your focus on what benefits an AI-driven chatbot can offer to improve performance.

Best Key Features of AI Chatbot to Win More Sales

AI chatbots provide a holistic customer engagement solution to enterprises aiming to centralize and expand their sales initiatives. These key AI chatbot features will help your enterprise win more sales and extend the capabilities of your sales teams.

1. Automated Smart Routing

It is important to route the occurring customer conversations smartly to the right sales agents that can provide personalized information across AI-based chatbot integrations.

With complete customer profiling, smart routing is a critical feature that AI-powered chatbots provide customers. As a result, sales teams have access to highly qualified leads and can answer questions directly via chat or phone calls.

2. Information Management for Agent Empowerment

Real-time sales promotion insights during conversations can be delivered with the right set of conversational inputs and automated rules. With customer insights generated at scale, instant promotions, discounts, or codes, can be shared with buyers within seconds. 

Key tasks relevant to the sales process, such as scheduling, prospecting, reminders, and follow-ups can also be automated for better sales outcomes.

Read More: Best AI Chatbot Features to Deliver Expectational Customer Service

3. Strong NLP Engine and ML Capabilities

Chatbot AIs have a strong NLP engine and machine learning base that allow them to understand customer conversations with deeper context. It can understand different contexts across languages while simultaneously offering the right solutions for sales queries. 

This automatically improves chat conversion rates for sales promotions, as the messages are context-rich and offer targeted solutions.

4. Multiple Inbound Contact Methods via Chatbot

Enterprises need to be able to automate and scale up multi-platform engagement. It enables an omnichannel experience to customers. AI-based chatbot solutions provide firms with the necessary infrastructure to facilitate conversations across app, web and chat interfaces. By providing users with an engaging experience, they can boost sales across categories.

5. Streamlined Onboarding Process

Enterprises rapidly understand the benefit of optimizing onboarding to reduce friction during the pre-sales process. For example, while qualified leads may be shared with agents for closure, the onboarding process can be initiated via chatbots. In addition, the contextual AI bot can acquire customer profile information that can aid in KYC processes for industries such as insurance, finance, banking, automotive, etc.

Read More: Types of Chatbot and Which Should You Choose?

6. Automated Upselling and Cross-selling Opportunities

AI-based chatbot solutions are adept at providing strategic upselling opportunities to customers. Based on the information shared, the contextual conversation, and the customer’s inquiries, the right promotion can be offered at the right time. This significantly boosts last-mile sales opportunities, especially when promoting cross-selling products and services.

7. Consumer Behavioural Insights via Calling Analytics

All AI chatbots should be equipped with a vital feature, caller analytics. The right analytics solution can transform how sales operations are performed, but it can also provide a new metric for sales team performance.

For example, businesses can effortlessly track consumer interest, response, and retention through conversational analysis. Then, it is used to provide feedback on product development, feature introductions, etc.

Read More:  How does Technology Affect the Future of Customer Service and Support?

8. Ease of API Integration for Chatbots

Making API integration streamlined is a must-have feature that all chatbots should offer. A zero-code or low-code environment for API integration, with graphical and easy to use interfaces, can make chatbot development easy for all firms.

In addition, by giving companies complete flexibility in the design process, they can create highly impactful chatbots that focus on specific sales goals. This can drastically improve sales results as they can expand the scope of chatbot AIs for customized results.

Conclusion

AI-powered chatbots are driving the future of the sales domain, providing better opportunities to sales teams to reach customers at scale. They strengthen customer focus, capture valuable behavioural insights, and offer agile sales opportunities that other technologies can’t. These top AI chatbot features empower sales teams, giving them the right tools to engage with customers with greater efficiency. 

Unlocking the power of AI-powered chatbots is easy with Ameyo’s conversational AI solution. Learn more about our complete offering at – Ameyo.