To fulfill the needs of today’s knowledgeable and technology friendly customers, it’s essential for companies to offer top-notch customer service at every point. As customer expectations have increased, all brands must focus on creating a unique customer experience to keep existing customers and interest new ones.
We can’t overlook the fact that contact centers play a significant role in achieving great customer experiences and provide customized facilities, thus increasing customer commitment. An effective contact center solution helps in creating exceptional customer experiences irrespective of the communication channel.
In today’s competitive era there is a need to have an ultimate guide to help call centers identify areas of improvement to focus and ensuring the utmost use of systems and software that they use such as the best call center software. However, before we begin, let’s understand the exact definition of Call center Solution.
A call center solution is a suite of tools that authorize organizations to manage customer issues from multiple communication channels, enhance agent’s performance, examine data, and accomplish their customer experience goals.
Now that we know what a call center solution is, let’s try to have an insight why the demand for these solutions has increased in recent time.
Need of Call Center Solutions:
If you are managing a customer driven business it is self-explanatory that you will get frequent calls from the users of your services. But the question here is, is it feasible to have the same employees manage the different domains of an enterprise like development, sales, support or have a separate team for each domain to achieve smooth management.
There are several advantages of using call center solutions, some of them are mentioned below:
1. Easy access to customer data: Integration of CRM (Customer Relationship Manager) with contact center software provides real-time customer information to the agent. CRM is the business process that assembles the end user information, user interactions and activities in one easily accessible place to increase the profit to the organization.
2. Setup in minutes: With the use of cloud-based call center software, it is possible to setup a fully functional call center in few minutes as it does not require any infrastructure and enables agents to start making an outbound call or receiving inbound calls immediately.
3. Enhanced monitoring: Call center software provides all the required information to the managers they require to make a vital strategic decision. With the ability to save and store call recordings, case history, calling time per agent, cost per call, the management can generate reports and analyze the situation at any point.
4. Work from Anywhere: Cloud-based contact center technology platforms enable agents to be located in different physical locations, but function as a single team. This also enables agent with the option of work from home, which can be very beneficial in case of low-staffing.
For example, an agent working from the office can route a call to another agent working from home.
5. Multiple channel support: Nowadays, most of the contact centers provide customer service and support through several communication channels, including phone, email, web chat, text, and social media. This enables the end customer to choose a method of contact based on their comfort level.
6. Easy to maintain: By using a modern and updated virtual call center software, the organization is making sure that the entire team is working with the latest software at all times without taking troubles for the software update process.
7. Skill-based Routing: It is the process of routing the customer call to an agent that most suits the caller requirement rather than assigning the call to the next available agent. The main advantage of skill-based routing is that it shortens the time, taken to solve an issue as well as reduces the waiting time thus improving the service-level metrics.
8. Increased ROI: ROI stands for Return on Investment, it is a measure of business performance which can be calculated by dividing net profit by net worth. With the addition of new features in call center management software on a regular basis, it is apparent that the enterprise will offer high-quality service ensuring customer satisfaction and maximize ROI.
9. Cost Effective: Most of the companies now prefer using a virtual call center for their call center management solution which eliminates the upfront investment on hardware and software infrastructure and also offer the facility to pay for what you use.
10. Data Protection: Call center solutions make sure that the end user data is safe and secure with the help of data encryption methods, using multiple safety standards, setting multiple permission levels to make sure customer data is classified.
11. Pay as you go: This is similar to a pay as you go mobile contract, whereby the customer pays for their desired services as they use them. The other option within this industry is a monthly recurring contract.
From the points above it is evident that every enterprise should have a separate team for effective handling of each domain, which explains the need of call center solution in every customer driven filed.
There are various metrics that needs to be considered in a call center solution for measuring the productivity and performance in any organization. So, let’s look in detail at most critical metrics as well as key performance indicator (KPI) to track and improve the system.
Major Key Performance Indicators:
1. Service Level: It is an important KPI, which measures the performance of the system. It is an agreement between the company and the end customer which defines certain goals and to what percentage those goals should be achieved.
For example, Service Level Agreement will state that call center is dedicated to answering a decided percentage of call within a certain amount of time, such as 80% of calls will be answered within 30 seconds.
2. First Call Resolution (FCR): It is a critical metric for analyzing the quality of contact center. FCR reflects an agent’s ability to understand and solve a customer’s issue during the first contact.
3. Average Handle Time (AHT): It is the calculation of the amount of time an agent spends on a call with a customer (including the time that the customer may be put on hold) and after-call administrative activities like submitting call summary.
4. Average speed of answer: It is the average time it takes for a caller to reach an available agent. It is an important metric for evaluating contact center service level.
5. Schedule Adherence: It measures the amount of productive use of the time assigned for work activities like time spent on call or call related work. The current status can be compared with status from the ACD (Automatic Call distributor) to identify agent’s schedule adherence.
6. Contact Center Forecasting: The process of predicting calls volumes using a variety of factors, including past experience and upcoming promotions or holidays. The forecasted volumes are used to plan for required staffing.
7. Blocked call percentage: A percentage of call that cannot be completed because of a busy condition.
8. Call Abandonment rate: The total number of callers who hang up before getting connected to an agent. This effect majorly in meeting goals of service level.
9. Cost per call: It is calculated by taking the total cost of operating a contact center and dividing it by the number of calls/communications handled in a given period.
10. Answer Rate: The percentage of calls answered by a contact center agent or by automated response.
For example, if 1,000 calls were received in a day, and 950 were answered by an agent or by the interactive voice response (IVR) system, the answer rate is 95 percent.
11. Quality of service (QoS): A measure of how well a call is handled; it involves measures such as consistency and friendliness of greeting, and ability to handle the call to completion.
12. Average wait time: Also known as “Average Delay,” this is the average time that a call waits in a queue until it is answered by an agent.
13. Customer Satisfaction: This is one of the most important metrics for any service-based industry. It provides analysis of call centers performance from the user perspective. It can be based on aspects such as; waiting time, QoS, whether they felt the call was helpful, etc.
14. Expected wait time: Expected Wait Time in a call center simply refers to the expected time customers may be made to wait before they are able to speak to a representative. This can vary from industries and call centers, but it is good practice to have an average expected time.
Now that we know about the critical KPIs in call center solution, it is important to choose the most appropriate metrics to determine the performance of your call center software solutions.
The selection of KPIs plays a vital role in quantifying the efficiency of any business and it varies from one organization to other depending upon the services offered and the area of expertise.
How To Choose An Optimal KPI:
1. Identify the metric that is in accordance with your business strategy and objectives.
2. Selection of the metrics and defining the parameters for KPI that will be measured.
3. Determine the process for the collection of data and pointers that will add to KPI calculations.
4. Explain the objective of each KPI and the chosen targeted value within the team.
5. Make sure each domain is measured by a separate KPI to achieve a comprehensive view of the overall performance of the call center.
6. Define clear steps to achieve the desired results.
7. Set a boundary range for each KPI, and measure the results against the range specified.
8. Analyze the KPIs results and interpret data to find a meaningful trend.
9. Refine the description of the KPIs; optimize the data pointers defined in the KPI calculation and pick new KPIs to measure, in an attempt to continuously improve your approach towards improving your call center’s performance.
In order to successfully involve in call center benchmarking, assessment and decision-making, management must follow the steps summarized above to select the most appropriate call center KPIs and make more informed decisions based on the collected data.
Once you have decided about the suitable KPI for your enterprise, you need to implement those KPIs with the help of different techniques available in the market.
How To Measure KPI:
1. Real-time monitoring queues: With the real-time monitoring of queues for incoming and outgoing calls agents, will be able to retrieve information about KPIs such as calls in queue, the list of agents on call, time on call etc. With all this information handy agent’s can make more productive decision to meet the target.
2. Call Supervision: With continuous monitoring of agent’s interaction with the caller the managers will be able to identify the performance of the agent with respect to KPIs like service quality, average handle time, first call resolution and customer satisfaction.
3. Reporting software: Reporting is the most fundamental and easy way to measure almost all the KPIs like average answering rate, cost per call. By making use of the historical data an enterprise can generate reports to look for a trend and can come up with new innovative ways to meet the targets.
4. Taskforce management software: Using software for employee’s management will help the managers in distributing work among team members and keep a track of agent’s availability and absenteeism so the staffing can be done accordingly which will help in call center forecasting as well as agent’s schedule adherence.
Along with these tools, the collection of data is also vital for calculating the performance. It is important for authorities to have access to the database and spreadsheets to collect the required information for computing purposes.
How to Satisfy Clients with the [Best Call Center Software Solution Tools]?
The main goal of a call center is to make sure that its customers are completely satisfied. Only then will they be able to guarantee themselves customer loyalty towards their brands. It is important to make sure that the necessary effort and funds are invested in the software systems and that no stone is left unturned when it comes to customer services.
The Case Study
With the knowledge and proper usage of the call center software, you too can see the noticeable changes in your company. However, since you should not try to fix what is not broken in the first place, it is important to conduct some form of research into what you are planning to do with your call center crm software beforehand.
Therefore, learning from a company that has used the best call center software and knowing about what worked for them and what did not, is always helpful.
To help you, I will present to you a case study based on a real company. For the sake of anonymity, the company is called “TBI”. TBI is a call center company that is associated with an agency that sells travel plans for its customers at fair prices.
In this case study, firstly I will help you study about the problem scenario that the company faced. I will then proceed to state the challenges that the company decided to work upon. Then, we will take a look at the solutions that the company managed to implement with the usage of the call center management software.
Finally, to conclude the case study, I will briefly discuss the results of the solutions.
The Problem Scenario
Travel agencies and online travel bookings have always been popular with the customers. However, recent stats of the company showed that there were less than thirty percent people who actually used the company’s online features to book tickets. The company therefore wanted to change the approach.
They discovered that one of the reasons the company was not doing as well as they should have been, was customer attrition and loss of customer loyalty. As agents and the call center itself are responsible for this to a point, they decided to focus on bringing some changes within the call center company that will encourage their users to use the online features more.
In order to help the customers, they decided to observe the call center, take a look at the working of the call center solutions and bring about changes whenever required. Then they drew upon the list of features that were ‘problem areas’, and decided on what exactly they wanted from their top call center software.
The challenges of the company were brought into light one by one when the managers kept a close eye on the agents and how they operated with the software for nearly two months. They highlighted areas that were problematic and decided a course of action.
In this section, however, I will only discuss few of those problems:
• First and foremost, they wanted a virtual call center software that would help them in ensuring that the interface was easy to use and operate by even the least trained agents.
• Adequate infrastructure tools were also looked into, along with a preference for outbound call center software.
• Outbound call center software with geotagging was requested to make sure that the remote location agents were working with the same tools as the in-site agents.
• Web-based telemarketing software with proper navigation was missing, which was a major requirement for call centers such as TBI.
• Cloud call center software solutions with business tools and various other accessible integrations were missing. This was requested by the manager immediately to be put in place.
• They wanted the call center software which had features like automatic call recording and journey mapping to make sure that the systems could be tracked properly.
• This is the age of social media. Therefore, it is important for a call center company to have a software that will provide social media information whenever needed, which TBI did not have.
• Personalized messages to clients, such as personalized advertising or even sending them birthday wishes was requested by the agents to form a good bond between customers and the company.
With the list in possession, the company manager decided to discuss with the supervisors of the company the various solutions that can be achieved.
The solutions they came up with are:
• Faster, smoother and modernized interface that was fully automatic and did not cost a lot of expenses, as it was virtual.
• Clutter free desktop was guaranteed as a result of the better infrastructure of the hosted call center software that was provided.
• Newer outbound calling facilities were available for remote location agents.
• Proper navigation was guaranteed with superior web based software.
• The newer software had a host of business tools for the agents, for ease of use.
• The software not only provided vendor lists, but also provided journey mapping, automatic call recording, and even call filtering.
• Personalization was a great advantage, as agents could now provide customized messages to make the customers remember them longer.
• Call monitoring, an important feature, was added to the software.
• Agent tracking was allowed, meaning that managers could now take a look at the call center agents and help them when necessary.
• A unique feature was the inclusion of real-time reporting that guaranteed excellent and constant support to the agents.
• The software also collected insightful data that could be used to obtain information about the customers.
• To help agents who were stuck in unfavorable situations, call barging was included in the software.
• The software came up with speech analytics. It compressed customer calls to comprehensive information and enhance customer service experience.
• The software was completely automated, meaning they did not have to be manually handled.
• To help the agents respond faster and in an informative way, screen pop-ups were very useful. They showed the relevant information at all time to the agents, making them waste less time in handling customers.
• To handle customers in a queue, disposition codes were employed by the agents.
• To avoid the repetition of information, the software made sure to store the customer information, so that the agents were well informed about their queries beforehand.
• The software had a feature for agents to get the guidance of the manager without the customer being aware of it. This was used for difficult situations.
• The software adapted to the usage pattern of the agents, making it very simple to use and interact with.
With a online call center software that is modern, easy to use and comes loaded with new features and faster application, the company TBI began to gather customer loyalty and retain the customers quite easily. While there are still ways to go and improve, they have finally found a solution that would help them climb the ladders of corporate success.
With the right sort of software to guide your company, success is inevitable. Time, patience and revenue needs to be spent in order to perfect your call center company, but the rewards of doing so, are worth it.
Top 3 Factors That Make Call Center Relevant To Global Customer Base
A call center is a conduit that facilitates communication between the agent and the customer. Several factors decide the efficiency of the call center and one of the most important elements is utmost customer satisfaction.
With the businesses growing worldwide, the need of the hour is to think of providing support to the customers spread across the globe using the best call center software available.
It is the responsibility of the service provider to efficiently reach the customers. Cloud-based solutions are best for working in synchronization to achieve higher success for both the customers as well as the service provider.
The important aspect of virtual call centers is that the questions should be answered in quick time.
With the help of call center solutions, you can ensure that the things are executed smoothly by utilizing whatever time is available in the best possible way. Here we are discussing few factors that make call center relevant to the global customers.
1. Multiple Data Centers
As per the traditional practice, cloud vendors have only one data center which leads to latency in the latter stage as the distance creates time lag in the conversation between the customer and the agent.
So, if you want to avoid this lags in communication, you must always choose a cloud vendor with multiple data centers spread across the world.
It enables efficient routing of the calls and the customers located in different and remote areas of the world too are connected to the service provider without much delay.
2. Global Team Of Experts
One of the essential features of cloud based call center is that the agents can execute the work from any part of the world which is the biggest advantage over the traditional call centers.
It offers a common platform where the agents scattered globally can easily communicate with each other thereby making the customer support system’s working more efficient.
In case the agents are positioned in varying locations but are well connected, then any tricky customer related issue can be quickly resolved with a cumulative approach.
3. Security Of Data Center
Keeping the data safe is highly important. Hence you must choose data centers that have dedicated security and compliance policy. The data center company’s protocol should include safety of data as well as prompt updating of anti-virus protection.
It is the duty of the team of experts to offer high-security standards for the safety of the data and to avoid any breach. For that, the data center should employ a special team to work on the security as well as compliance.
Let us discuss a case study of an e-commerce company established in 2000 having branches across various cities in India with the head office based in Mumbai.
The company was using one of the traditional call center software to perform their daily tasks. It mostly deals in electronics and computer related items such as laptop, computers, mobile phones, and related accessories.
Although there was no problem about the performance of the company, lately the customers had started reporting data thefts, hacking of their bank accounts & email accounts.
It seriously damaged the reputation of the data center which in turn resulted in the loss of a lot of business.
The company was looking for solutions to come out of this loss quickly, gain customer’s trust yet again and make sure that the working is set once again to a profit mode. And it was possible only if they chose the finest call center software solutions that offered high-quality security and compliance.
To enhance the safety features and overcome the hacking and data theft problem, the call center initiated following work policies:
• To ensure 100% data security for their internet communication, the company purchased SSL certificate.
• The company was looking for more secure and better method for accessing the customer data. To achieve that they provided various access levels to the user on their servers and files containing user information. It automatically prevented unauthorized accessing of the data.
• They also detected a few faults with their outdated call center software systems and replaced it with the latest cloud-based solutions.
After implementing the above steps, things began to improve for the company. The SSL certificates helped the company gain the confidence of the customers about the security of the data.
It also helped to improve the authenticity of the company’s website.
The company now has a full coverage of all the activities performed at the data centers and hence the chances of data theft are next to impossible.
How To Streamline Your Calls With Cloud Based Call Center Solutions In India [Case Study]
Maintaining good relationships is the key to success.
It all begins with the customers’ first interaction with you.
Most of the times a telephonic conversation tends to become a customers’ first interaction with you and I am sure we’ve all heard the popular phrase, ‘the first impression is the last impression.’
If you are new to the customer support process or rather have an old call center solutions, customers will be sure to draw a negative experience from the overall process.
Consider a customer calling you for the very first time.
He dials a toll-free number and notices a high wait time, after few frustrating minutes he’d disconnect the call.
At most, the customer would try reaching to you thrice but if he still can’t reach you, well, it’s time for him to shift to some other brand.
You can avoid such problems by streamlining your calls with an updated software solution. How? Let’s find out:
A few months ago, there was this company I came across.
I am not naming the company here but it is known to be an emerging giant in the apparel industry.
Established in 1990, the company manufactures apparels with its sewing facilities spread across India.
The company employs more than 1500 workers and manages 6 facilities throughout the country.
Through the past few years, the company was managing its vendors, distributors, and customers through phone communication.
However, with the growing clientele, it has now become difficult to manage these conversations and keep a track of all the interactions.
Over the years, the company did not had a dedicated customer support team in place which led to frustration among the employees – due to the enormous workload – as well as the customers – due to the inappropriate answers they received.
In today’s world where customers expect customer support round the clock, this company was able to provide support only during normal office hours.
All of this further led to a high turnaround time and incurred the company heavy costs.
The company now wanted to put everything into place.
They wanted to have a dedicated team to manage pre-sales inquiries and another team to manage customer support.
This was definitely going to be a big investment; so it was equally important for them to understand the returns it would gauge.
The management was assigned this job to find out if this investment was worth it.
They went ahead and conducted numerous surveys, sent it to their clientele and found most of them looked at this as the only needed improvement.
This made it pretty clear for the company that dedicated teams for these processes were the much-needed ingredient for the success of any business.
The next question that needed an answer was if the teams were going to be outsourced or they were to be hired in-house.
The management needed to understand these processes to find an appropriate answer to this question.
They started their research with a few cloud based call center solutions in India, took up trials and compared the estimated costs for an in-house team and that for an outsourced one.
Resultantly, they thought an in-house team would gain a higher ROI.
After comparing a few software solutions, they chose to on-board Tentacle Cloud – maximum feature at the minimum cost.
It was now time to streamline the entire process and the steps followed:
Lead Qualification: This is the basis of any sales process, so the company added an IVR menu wherein, the caller could make a selection before the call is routed.
The menu also had a different set of options for new as well as existing customers.
Customers could also choose to get information about a particular type of product.
This ensured that the customer was routed to the right salesperson and got relevant information in minimum time.
Call Scheduling: Doubtlessly we all come across customers who expect companies to call back at their desired time.
Probably we’re one of them!
The company wanted to make sure that its team caught up with the schedule provided by the customer and the best way was to have a call scheduling system inbuilt.
Accordingly, the function allowed call forwarding to an agent’s mobile number, allowed the support team to manage call back requests, and set email notifications.
Call Routing and Tracking: For a company which runs its operations nationwide, call tracking is an important function; however, it could be a little difficult.
Maintaining separate tracking id’s and routing setting for each location could be an inconvenient option; this could be resolved with an automated system.
Similarly, the call routing function decreased the call dropout rate and allowed effective call routing, making sure that the calls were routed to the relevant agent.
Reporting and Tagging: The management couldn’t ignore the fact that data is what drives success.
Now, since the company was going to have an in-house team, it was easier for them to draw actionable data.
The data was segregated based on the product categories, new Vs old customers, the team member answering the call, interests of the caller, problem and solution provided.
Accordingly, each function category was tagged and reports were generated.
As a matter of fact, the support team needed the training to interact with the customers.
They were now going to be responsible for maintaining customer relations.
They had to be trained well so they could deliver unpleasant messages in an artistic way and an enthusiastic tone of voice.
Thus, a trainer was hired who could train the new team and give them lessons about soft skills, voice modulations, being responsive and software management as well.
The software system helped the company build strong customer relations and build upon its database.
The company’s turnover increased by five percent within six months and the company now plans to provide customer support on other platforms like messaging, chat and social media.
With the streamlining of the customer support process, the customer satisfaction index rose by 10 percent and this in-return brought many referrals.
On the other hand, the workload on employee reduced considerably and their task became easier as they could share all the data with each other in real time.
Each customer interaction was recorded; this made it easier for the team to find customer history.
All the required information was stored on the cloud-based software, which reduced the risk of losing data.
Additionally, it led to a reduction in the overall turnaround time as well.
Two dedicated teams and increased revenue, could it be any better?
Technology support is what makes the work easier at the end of the day.
It may not be a high-end resource but should definitely be a smart one!
Maximum features at the minimum cost…
Modernization and easy access to the internet makes it a necessity for you to store data on the cloud-based system.
Well, it is cost effective that way and gauges huge returns.
So when are you taking your free trials?
How To Create Productive Agents With Call Center Solutions In India [Case Study]
The outsourcing industry has witnessed a notable rise in the past years.
The practice of outsourcing a function to the third party has increased the efficiency of companies and has added ease to their overall working.
This has made companies more dependable; despite the dependability, can we avoid human errors? Certainly not!
We are talking about the call center agents here, who could seem low on energy, passive listeners or could even seem disinterested during an interaction, due to the redundancy in work, manual calling, menial tasks, undefined goals, lack of information and so on.
This gave rise to call center solutions.
These are usually products and services that cater to the specific requirements.
Maintaining customer relations is a dynamic process which begins with the customers’ first interaction with your company and these solutions are designed with a view to engaging your customer’s right from lead generation to customer retention.
In simple words, they help you increase the productivity of your call center agents; resultantly, boosting the productivity of the process outsourced.
I am sure you’ll are wondering how?
How can a call center solution increase the productivity?
It is not a consumable nutrient for their diet neither does it related to a training programme.
Rather it relates to a technology which eases the overall process and acts as an arsenal for call center agents. How about, we look at it with an example?
In a world where complexity is growing at a rapid pace, call center solutions simplify life with easy to use solutions backed by the cloud technology.
This reminds me of a call center that was noticing a steady fall in the productivity of its agents. Let’s take a look at how could they overcome this problem.
Founded in the year 2001, providing business and knowledge process outsourcing services; headquartered in Mumbai, the call center employs more than 23,000 employees.
An aviation company outsourced its call center operations to this call center.
The process flow was allotted by the aviation company which mentioned customer verification with their booking id – which was a 6 digit code; this was to be followed by their location and the date of travel.
Similarly, new customers had to submit their email id or contact details for inquiries.
The call center had an IVR set up for new customers as well as existing customers, to make call routing more efficient.
However, inspite of all the facilities and services, customers recorded a high wait time which led to call dropouts.
In cases where the customer got through the queue and was connected to the agent, they noted that agents repeatedly asked the same questions repeatedly.
This caused frustration amongst the customer, most of the time customers reported unresolved complaints, longer call duration’s than expected and irrelevancy of agents.
With regards to email communication, customers were unhappy due to a delayed response, incomplete details and irrelevant information.
When these problems were noted by the client who saw customers rating them negatively due to unprofessional customer service, the management decided to investigate the cause.
The management brainstormed this problem with the human resource team as well as the senior managers.
Each report was investigated and the analysis stated that emails were not monitored frequently, customer information was incomplete as agents forgot to press the submit button; on the other hand, the management also noticed a comparatively low attendance.
Employee salaries and benefits were compared with the productivity they delivered.
Agents were trying to multi-task with numerous things like managing calls, emails, updating information, juggling between two different clients and so on.
This simply stated that the call center had to ease their job and encourage enthusiastic work culture.
The management decided to upgrade the technology used and researched about the available call center solutions in India.
As they chose one among the many, they considered the features and how these features could help agents.
A flow chart of the new process was then created, which was as follows:
• Employees were divided into different teams – one team per client.
This made it easier for them to remember the flow.
• Call scripts were shared with each employee; rather they were embedded in the software itself.
• A thorough study was conducted about customer queries that could arise.
Accordingly, email templates were provided to all the agents.
• Manual work often leads to human errors, so the management made it a point that their new solution had an automated dialer.
The change was all that was needed to add ease to their daily routine.
Now was the time to bring in some energy.
• They decided to promote healthy competition between the agents and set KPI’s based on the quality of the call, duration of the call and number of calls handled.
• All the necessary information was now implemented on the CRM, which gave agents access to everything needed.
• Employees now had a new benefit added to the HRM; they could work from home when the need arose.
• Similarly, the online HRM system had a new addition to it – the feedback section.
The frequent employee engagement activities and the transparency provided by the call center software solutions made the employees happier.
The work from home benefit was like a cherry on the cake, which became possible due to the upgradation of their call center solution.
The new solution had a mobile app and was based on the cloud technology.
This gave agents access to data from any location.
Call scripts and email templates were all embedded to the new technology with an integrated CRM; this collectively acted as an arsenal for agents, increasing their productivity.
The technology was successful in eliminating human errors and customer data was much organized with its addition.
All the calls were now recorded by the management and they noted a considerable increase in the attendance of its agents and the scripts were followed with the right voice modulations.
Customers were sent feedback’s immediately after the call and most of them noted the call was a positive experience that helped them resolve their query in the minimal time.
Call queues were reduced by 20 percent and the customer satisfaction level increased by approximately 45 percent.
Doesn’t it look like a handy solution to all your employee-related concerns?
Look around and find one to suit your needs at the earliest; definitely, cost-effective as compared with employee turnaround costs.
Go take a Free Trial today to understand how it works.
How To Gain Business Flexibility With Call Center Solution Provider [Case Study]
Flexibility could refer to varied ideas; however, it should be beneficial to the business as well as the employee and meet their requirements with a change in time, location or even the way of working.
Technological advances and the ongoing changes have made ‘adaption’ the key to survival.
The only way to avoid the risk of failure is to be flexible with the approach.
In other words, we can term flexibility as the ability of a business to respond to environmental and economic changes.
That is why the new age call center solutions offer work flexibility, providing easy access to data irrespective of the time and location.
But why is it important for a call center to attain flexibility?
Businesses are now shifting to virtual solutions based on cloud, due to its cost-effectiveness.
The same goes for call centers; to sustain the immense competition, the very first step is to adapt to ongoing trends in technology and meet the requirements of their clients.
That said, offering flexibility has become the necessity for businesses.
Now that we’ve known the importance of having business flexibility, let’s find out a way to attain it.
I’d want to give you a detailed overview of how you can gain flexibility in business with an example.
A few days ago, I had a friend who is on a managerial position in this call center.
As we spoke, the case sounded quite interesting and guess this is the right time to quote it for you!
The case in point is a contact center established in the year 2000; the center is headquartered in London, UK.
Operating through 5 offices across India, the center employs more than 3000 employees.
It has a huge clientele spread across industries providing insurance, finance, IT and marketing solutions.
The contact center noted that the clients were now withdrawing their operations and shifting to newer contact centers, irrespective of the expertise it possessed.
IT services witnessed a major decrease in their revenue.
The committee chose 2 representatives from each team who were to investigate this problem collectively with the other representatives.
Research suggested a fall in the number of telemarketing, customer support and social media projects received due to competitive bids introduced by smaller contact centers.
On the other hand, many clients withdrew their projects or did not renew contracts due to limited scalability offered.
Similarly, insurance and finance departments stated that clients were unhappy due to the traditional models and needed newer solutions for their customers.
A lot of small businesses are meeting the requirements of larger corporations.
Every industry has its own set of challenges but the ones suggested seemed common amongst them.
What was needed to resolve these was flexibility.
Let me take a step backward and come to this point later.
As the team pointed out the findings of their research, they brainstormed about the possible solutions .
They concluded with a perspective to go an extra mile for their clientele.
The committee thought it was the best time to involve their call center solution provider; whilst they representatives sketched the plan of action, the provider pointed out the areas to use the solution efficiently.
The points taken from their meeting were:
Managing Freelancers: Hiring freelancers has become a trend in business. Why?
It simply lowers your overall cost and most of the time you’ll find professional freelancing when they’re out of work.
The increasing number of freelancers seemed to be a threat, especially to the center IT services.
Clients could directly hire freelancers to take care of their requirements.
The committee collectively with the team came to a conclusion that this could be resolved if the center hired freelancers themselves.
For smaller requirements, the work could be passed on to freelancers while the bigger requirements, which would require full-time involvement, could be taken care of by the in-house team.
The second stage was to fit the software solution for the freelancers.
Hiring freelancers meant employees operating remotely.
The solution provider immediately introduced the virtual side of their existing software.
This meant the software could be accessed by any employee, irrespective of their location, giving them access to real-time information.
The Pricing Factor: Pricing goes hand-in-hand with the quality of the product; at the same time it is necessary to keep it competitive.
This factor could vary from industry to industry and needs to be adjusted accordingly with time.
With the addition of freelancers, the problem was resolved in a result-oriented way.
The committee decided to run a quality check for their submissions which would then be passed on to the client.
Additionally, the team performed a research analysis of competitor pricing and quality.
This was then utilized to revamp the packages accordingly.
The solution provider was questioned as to how the software could help to run a quality check?
For customer support, the call recording and call scripts were going to be of utmost importance.
On the contrary, the embedded CRM and the cloud-based technology in itself would do the remaining job!
So information/project work would be uploaded to the cloud or the management system, this information would be accessed by quality analysts and accordingly, it would be shared with the client.
That was not sufficient ; the provider quickly took the team through the agent monitoring features.
Scalable Solutions: All the three factors were to be in-line and indirectly linked to the other.
Adding freelancers simply meant that the solution needed to be scalable to expand the size of employees or cut-down with need.
This was extremely important in the ever-changing technological landscape.
The changing business needs might require you to make a few additions to your business and you’ll be left with excess hardware or require purchasing more of it for the new employees.
The provider immediately pointed out the ease to scale the sizing as and when needed with the existing solution.
Business models were revamped considering new age trends.
For instance: Omni-channel approach was adopted for finance and insurance clients, with content marketing becoming the core of this strategy.
It was time for the call center to adapt to virtual solutions and to add the much-needed flexibility to the business.
Employees could now work remotely; all they needed was access to an internet connection.
Hiring had now become simpler with the removal of location barriers; you could hire the best irrespective of where they are located.
The system was now completely flexible and could be evolved with the changing requirements.
Clients started introducing referrals as it had now become a one of its kind contact center, taking a leap into the virtual world.
It all comes down to flexibility because that is what it counts.
This could mean changing your prices to make them more competitive or could mean changing your model.
It is time you move beyond your call center boundaries and adapt virtual call center solutions.
You could definitely have a preferred location but cloud can give you the ability to host a virtual call center with remote employees. This simply sets you apart.
How To Launch Efficient Calling Campaigns With Call Center Software In India [Case Study]
We all have been hearing that customers have become modern, digitization has taken over and new age marketing techniques are highly preferred by the customers.
Yet, traditional ways stay at the forefront of any marketing plan.
Email and social media could sure be convenient but calling – as a method – still retains a powerful position.
After all, human touch coupled with a good call center solutions has been the most effective way.
Calling combined with an in-person meeting can work wonders for your business, especially when it comes to sales.
Both these collectively create an opportunity for you to customize your pitch around the customer’s needs.
Now since we understand the importance it has, let us move on to how we can launch an effective campaign.
Rather than explaining you theoretically, l would prefer giving you a practical view towards it.
This brings me to a perfect example.
The case in point is a call center that specializes in enhancing customer experience and provides BPM services.
Operating through 60 centers across 10 countries, the contact center has won numerous awards for providing world-class experiences.
The contact center manages customer relations through various modes – chat, emails, social media, phone and so on.
Additionally, it also manages other outsourced activities like analytics, SEM, market research, and telemarketing.
Recently the management noted that its training sessions seemed dis-interesting and agents were asking for better training sessions and said lack of proper training was the root cause for their inefficient performance.
The training session did not introduce them to the usage of their in-house call center software and neither did it take them through their process, in particular.
Few days later, the center had hired a fresher, at their Mumbai, India office, who was new to these operations.
It was time to train the new recruit, who was going to be a telemarketer, on how he could launch effective calling campaigns using the in-house software.
Mistakes in a calling campaign can cause losses to the contact center as well as the client; so, it was necessary that new recruits be trained well on the usage of the software and how these campaigns could be launched.
It was time to bring some newness to their training program; the HR manager with the supervising managers designed a new training session and it was now time to test it.
With the start of his training session, he was introduced to their in-house software; probably the best call center software in India.
This was followed by a quick session to understand the importance of calling campaigns.
In today’s world where customers receive tons of emails; most of which, are found in our junk folder.
Hence, a call with that personal touch is a much-needed factor that is usually welcomed by the customers.
So now, how do you put things together and launch a campaign that is effective enough?
The trainer pointed out some important factors to consider and told the joinee:•
Picturizing your audience: Understanding who you are going to talk to is the most important step; so define and segment your target audience before crafting your message.
This could be done by getting a detailed view of your audience and characterizing them based on their interests, demographics, job and interaction history; accordingly, get them segregated in various campaign groups.
You could use the software to make things easier and allocate tags to each contact.
Now define the characteristics of your campaign and further divide it into sub-sets.
You could either choose to apply the tags automatically to contacts based on their behavior or do it manually.
That is not all. Before you dial, make sure you have a verified list of prospects.
After you’ve checked all the above make sure you understand their need.
If they don’t have one, create it!
Why should they have your product or service?
How is it going to help them?
Be sure to collect all the necessary information needed.
• Message scripting: Now you can move to the next step that is message scripting.
It is essential that you draft a message that is crisp and clear.
Drafting a message doesn’t mean that you read out the entire script to the listener.
That would look like an irritating sales call!
So what are you suppose to adapt from the script? Just the pointers!
The script will only tell you, what you’re supposed to say.
How to say it is up to you. So don’t memorize your script.
How to make it more effective?
Make two scripts and use both of them equally in the campaign.
Be sure to track the end result; you could use call disposition codes which are pre-defined.
• Automate the process: Interacting with the customers is a dynamic process; however, other components of a campaign are repetitive which gives us ample scope for automation.
We already have an auto dialer, automated notes, auto-tagging and workflows which follow your interaction with the customer.
If you are wondering what an auto-dialer is, the dialer looks at the availability of the agent and automatically dials from your list of prospects.
So you don’t have to dial each and every number, individually.
This is also known as a predictive dialer.
• Be responsive and adopt a multi-touch approach:
You are a telemarketer for sure but the job doesn’t end there.
A calling campaign is often followed by a good sales campaign which includes mailers, follow-up calls, face-to-face interactions and sales voice-mails. So make sure you’ve considered all these factors.
As easy as it might seem, you don’t want to shootout calls when you are not prepared for them.
Ask your managers, they will definitely have a list of common responses.
Learn how to tackle them, to keep the conversation on-going.
• Scheduling and performance analysis: Scheduling your campaign is another factor significant for its success.
You should make it a point to have the campaign schedule handy before you start dialing or you will not be able to run an effective campaign.
After you’ve had a schedule handy, you could then use automated reminders.
Now since you know how you can launch an effective campaign, how will you know if the campaign was effective or not?
By analyzing performance right!
You have a set of KPIs, so you know how many conversions are expected from the campaign.
Your KPIs will include conversation rate, schedule, and average handling time.
This way the software shows which agent was able to add a new customer in the least time.
Each of it was well explained while they took a look at how the software could help them do it in-practice.
The training ended with a quick feedback session and his joining process followed.
The results of this training session were noted in the months that followed.
The new telemarketer was able to launch efficient campaigns and use the software to the best of its capabilities.
This training session looked beneficial when the agent was recognized as the best performer among his team members.
The flow and scripting sounded perfect due to which the customers were attentive and showed their willingness to listen.
This training method was adopted for the later batches of new joinees and the existing agents were also given a chance to attend these sessions.
Resultantly, the revenue of the company started showing a steady rise and the company is now reaping the benefits of its calling campaign. When will you?
How To Manage Customer Accounts With Best Call Center Software [ Case Study]
In today’s times, the world has become customer-centric where you will find most of the companies intensely focusing on the customers.
Everything about the customer matters, whether it is adding new customers to your list, holding on to the older ones or enhancing their experience.
Thus, the outsourcing industry has started growing and is driven by customer-centric requirements.
This has evolved call center solutions and necessitated the need for integrated CRM tools.
On a day-to-day basis, companies certainly add numerous customers to their database.
But I am sure no one wants to have this database piled up at work.
It would be so difficult for you to maintain individual customer accounts, that way.
Wonder how you’d find them in that endless bundle?
This could be resolved with the help of technology.
Let me show you how you could better manage customer accounts with the call center software.
The case in point is an insurance firm, established in the year 2000.
The insurance firm employs around 300 employees operating across India.
Majority of its employees are agents and 40 percent employees could be included in their in-house staff.
The firm offers health insurance, medical insurance, travel insurance and accidental plans; it brings along a huge variety in the individual insurance plans as well as family insurance plans.
The firm believed in following traditional ways of working.
Besides the overall insurance industry has agents and brokers who lack technical skills.
This increased paperwork, making it difficult for the staff to manage customer accounts and find particular information when needed.
This in-return created work pressure and employees were unable to meet the deadlines.
It was then suggested by the staff to outsource these operations to a contact center.
They were significant and played an important role with respect to policy maturity and payment structures.
However, outsourcing would mean sharing confidential details of the customer and this wasn’t a possible solution.
They thought of on-boarding a good call center software solution but this wasn’t going to be an easy task.
This would need the firm to train all its employees on how they could use a software for updating the customer profiles and maintaining their own reports.
A team was chosen; this team would be responsible for all the possible research needed.
Took Trials: The team took numerous trials to understand the user interface of each software.
Understood each feature: As they took up some free trials and looked at the UI, equal time was spent understanding the usage of every feature.
Compared their options: By now, they had a rough idea about which features were important and which could be avoided. It was time to compare their options in terms of pricing, features and customer service.
Accordingly, they picked the best call center software and decided to take this up on a monthly rental plan for the first six months.
The on-boarding was done with a training session about how the software could be used.
The session explained details about the usage of this software. It enabled them to:
• Create customer profiles and gave agents access to customer information through their mobile phones, irrespective of the location and time
• Import any contacts and accounts, as and when needed
• Add sub-grids to an existing account – for people from a particular family, who had policies related to family investments
• Avoid duplicity of contacts and accounts and merge necessary information when needed
• Track the interaction history of every user, making it easier to identify opportunities
• The integrated CRM system in the software allowed employees to directly download account details and history as a CSV file
• Similarly, adding new customers and accounts with custom fields had now become easier
• All the account details could be viewed in a single view
• The software also allowed them to create sub-accounts for a streamlined workflow
• Account managers and associates could easily be defined with the software
• Secure data and avoid any losses
• Employees could now add events to an account and schedule their plan of action accordingly
Understanding the software was as easy as understanding the dynamic relationship between contacts and an account.
Each account could be associated with numerous contacts.
An account had details like – family name, number of people, and other details which defined the account.
There were different accounts for the employees which were titled based on their departments.
It was further divided into sub-grids.
Contacts section had a detailed description about the person which included personal details of the individual, contact details, his role (decision-maker or dependent), his case history, products and services entitled at present, work-related details and his product preferences.
The software was easy to use and employees had started liking the ease it provided.
This not only facilitated account management but also fast-tracked the sales process.
Approvals could now be taken within a few minutes and workflows could be defined with ease.
Management surely needs grace and endurance to complete the process and create a pleasing environment for the customers.
At the same time, you cannot forget that employees are said to be internal customers of every organization.
That said, it is essential for you to keep your employees motivated and the software not only helped them boost their performance, but also helped the management measure the performance of each employee accurately.
Thus, the recognition and reward system came in to being.
Reduced workload and timely submissions; this resultantly, reduced customer queues for premium submissions and the process had become faster now.
Customers were happier with the fast paced process for claims and premiums.
As time passed they started bringing in referrals and the firm is all set now with its expansion plans.
It’s products have become quite popular over the period of time and the firm’s revenue increased by 40 percent as compared to their preceding year’s revenue.
Yes, that is how a call center software changed their way of working.
If you are a small business or a mid-sized business, this is something you should explore.
You never know, it might help you expand your business and attain your business goals.
6 Advanced Features Of CRM That Salespeople Love
For any business, its customers are its most valuable asset.
Collecting data about the customers, organizing that data to derive insights and consequently providing better quality of service is the goal of every organization, regardless of what genre of products it operates in or what its finer business strategies might be.
Customer Relationship Management helps in managing interactions with all the potential customers in an organized, data-driven, systematic manner.
CRM tools help in sales management, contact management and individual relationships, thus ensuring your brand is connected to its customers and improves productivity.
A CRM system takes care of all the external interaction, communication and personalization for your customers.
It lets you identify new sales opportunities, store information about your leads, record feedback and manage your marketing campaigns, all controlled from one central location.
In this way, it serves to increase productivity and drives your company’s growth.
“Successful CRM is about competing in the relationship dimension.
Not as an alternative to having a competitive product or reasonable price- but as a differentiator.
If your competitors are doing the same thing you are (as they generally are), product and price won’t give you a long-term, sustainable competitive advantage.
But if you can get an edge based on how customers feel about your company, it’s a much stickier and sustainable relationship over the long haul”, says Bob Thompson, CEO of CustomerThink Corporation.
In this regard, it is essential for a company to invest in an efficient CRM to reach out to their customers better and understand what they have to say.
A CRM allows for improvement in communication not just between the agents and the customers, but within the organization as well.
Inter-department communication is facilitated, team communication gets a concise platform and the employees and managers are able to directly interact on the job.
Thus, this technology is especially useful if there are multiple teams working together to solve a common problem.
In such cases, interdisciplinary communication is essential, and the status of the project must be visible to all involved.
Improved analysis and reporting also helps continuous improvements, even in the middle of a project by pointing out the areas of weakness and suggesting the best course of action based on prior knowledge in any given situation.
Despite the popularity of CRMs and their role in the telecommunications industry, on many occasions companies fail to utilize them to their full potential, either because they are unaware of what it can do or because they do not know how the insights derived from it, can be applied to better their business.
Here are a few of the more nuanced functions of CRMs that salespeople will absolutely love.
1. Lead tracking. The first step to any meaningful data analysis is the collection of useful data.
Lead tracking tools allow you to track all the communication between a prospective client and a customer service representative, including calls, mails, chats, etc.
This data contributes to your understanding of the customer, and helps to personalize services to suit their needs, based on the analysis derived from this data.
2. Sales tracking. Sales can prove to be a long and complicated process.
Luckily, CRM tools such as Sales Tracking allow you to manage your sales activities from a centralized location.
It keeps the tabs on all the leads in your sales funnel, and filters results based on which stage of the sales process they are in. This helps to devise strategies to effectively boost productivity.
3. Sales reports. Comprehensive sales reports act as the feedback at regular intervals.
Reports are generated on various fields such as revenue performance (how your strategies have translated to financial prospects), customer analysis (satisfaction regarding the quality of service and products), agent performance (evaluation of agents based on key performance indicators), etc.
4. Automatic lead distribution. This is a feature that automatically assigns leads to agents based on the predetermined factors. These factors may be geographical proximity, type of product, customer history, etc.
This tool helps to ensure that customers are assigned to those agents who have the statistically best chance of converting them and boosting sales. It is an effective workforce management system to drive up sales.
5. Field sales agent. As a manager, it is important for you to stay updated with the status of all your employees.
You can always track where your field sales agents are at present, what the status of their work is, how they are performing based on the KPIs you follow and then assign work and provide feedback accordingly.
It helps to streamline the whole process of communications within the company and keeps managers abreast of the ground situation.
6. Mobile CRM. Technology has developed to the point where you can carry the power of CRM tools in your pocket.
Mobile based CRM systems have been developed which allow you to track, control and act upon all facets of your organization using the mobile devices.
Being able to conduct your business on the go is a huge bonus, especially if your employees are spread across different locations and your work requires you to travel.
The Case Study
So far, we have discussed how a CRM helps in the operations of a company, what sort of features it can offer and how those features can be applied directly to your business.
We have spoken about the various tools that can provide meaningful trends and direct you regarding your decisions.
Adhering to a CRM system also helps with automation.
It is important to identify the right areas to automate, since it can magnify either efficiency or inefficiency.
There are various call center software products available which provide CRM services.
These software platforms organize data, filter responses based on categories, generate reports and boost efficiency.
Implementing a quality CRM software can have a positive impact on your business.
To further illustrate this point, we will take the help of a case study.
The company we will look at is TrailBlazer Solutions, a telemarketing agency which provides call center solutions for a large organization.
In this case study, we will take a look at the situation the company found itself in, with specific attention towards the problems they faced.
We will also see the solutions that they came up with to counter those problems, and whether the implementation of those changes had a positive impact on the business.
The Problem Scenario
TrailBlazer Solutions had been in operation for quite a while, and had shown very impressive results in the past.
However, over the last couple of years, they were struggling to cope up with an increasing number of customers.
Their quality of service was dropping, and more and more complaints started coming in.
The company was looking for a tool that would help them collect and store data more efficiently, as well as automate certain processes to take the load off their manpower.
The company faced quite a few challenges in their day to day operations.
Some of the challenges are listed below.
1. Employees were finding it difficult to keep a track of all the leads that had been generated.
This resulting in inefficient follow ups.
A number of prospective clients were lost because the pitch to them was either delayed too far or not made using all the data at hand. This was hurting the company because they were losing out on interested prospective buyers.
2. During the sales cycle, the company was not using any efficient telemarketing software to keep the process in check.
As a result of this, the conversion ratio was down, since a wider net had to be cast rather than identifying specific target customers for the specific sales campaigns.
3. Agents were being assigned new leads arbitrarily, and it was noticed that on a number of occasions, they were unable to convert these leads into direct customers because they could not strike a chord with them owing to lack of expertise in that field, lack of personal connections with the client, etc.
4. The company was not studying its own performance and incorporating changes to improve from it.
This meant that their service levels were stagnant, and they were not able to identify exactly what was going wrong or what needed a change to boost their business.
The managers of the company identified these issues as being critical to the workings of their business.
They decided to address them immediately.
The ideas that were suggested to counter these challenges are listed below.
1. The company decided to invest in the best call center software that would provide them Customer Relationship Management tools.
It would manage all interactions with the customers, store information and analyze the data to provide feedback, manage your sales campaigns and identify new sales opportunities, if any.
2. The CRM was used to keep a track of all the leads generated.
It helped to collect information about each customer and prepare a personalized pitch for them.
The employees could then take this line of conversation with that customer in order to derive the best results.
This helped them have a better shot at converting the lead to a customer.
3. Call center software solutions were used to manage the sales cycle much more efficiently.
The software filtered prospective customers based on their inclinations, buying history, interest expressed, personal profiles and related networks.
In turn, the sales campaign was primarily targeted at these customers, to ensure that a higher percentage of them responded favorably.
This shot up the company’s conversion ratio and meant they were not wasting resources on clients who were never likely to buy the product in the first place.
4. Automatic lead distribution was made a part of the CRM system.
Leads were no longer assigned arbitrarily to the employees.
Instead, the software factored in the profile of the customer & the profile of the employee, and determined which employee would be the best match for a specific customer.
This judgment was based on all the data that was available about the client and the agent.
Again, this is an effective tool to minimize the wastage of resources and spike up efficiency metrics.
5. Regular reports were generated which served as a feedback of performance.
It outlined the effectiveness of strategies employed and pointed out the metrics which required improvement.
This served as an evaluation for the operation of the company and helped to keep the employees motivated to improve their performance.
Once the CRM system was installed and made functional, it took some time to collect all the requisite data and fine-tune its processing for that specific scenario.
After the first quarter, however, it was introduced fully into operation.
The results were clearly visible from that point .
Conversion rates for the company improved to their best levels in the last five years, and the growth rate was also up by a significant margin.
Customers were more satisfied with the service they were receiving, because it was now more personalized and exclusive, delivered by the agents who were deemed the most suitable fit for that customer.
This allowed the customers to relate to their customer service representatives additionally, and problems were solved more easily. Sales went up as an effect of better organization and streamlined operations.
Within the next two years, the company was experiencing its best sales figures, with projections predicting even more improvement in the next few years.
Thus, we can clearly see the role that CRM plays in the context of the telemarketing industry, and how it can be used to advance your business.
With features like the automation of everyday tasks, tracking sales and leads and facilitating communication, CRM is almost essential for any big corporation that values its customer service.
Customers who are satisfied with the quality of service offered are bound to be more receptive to buying a new product and organically spreading the word.
In this manner, the CRM system rounds off a technological setup that helps not just in reaching out to the customers, but retaining and extracting value out of them.
Call center solutions have progressed a lot in the past few years. It has evolved into a more flexible, user-friendly and scalable software.
From all the points above, we can see the perks of having call center software and the key pointers that drive the performance analysis within the organization along with the technique to implement those in your business strategy.
Why E-commerce Sector needs contact center solutions
The contemporary customer has moved beyond the traditional brick-n-mortar stores to e-commerce websites and applications.
On the other hand, companies are trying to catch up with this trend and stay up-to-date with various call center solutions which help to provide information about the website traffic, leads generated, keep a track of product performance and answer the customer queries.
The fast-paced world thrives to get everything readily available at their finger-tips.
That said, customers are now looking to adapt applications or websites which avail the ease of call-back when they have concerns, SMS notifications, informative emails stating their purchase and so on.
They’re tech savvy and are looking forward to getting prompt replies over the digital platforms.
All of these together have given rise to the development of the robust call center technology which delivers a high-class customer experience and gives e-commerce businesses a competitive edge.
This reminds me of a story my friend narrated recently, about how a call center software facilitated the growth of an e-commerce portal. It is time I give you a glimpse about the whole incident.
The vibrant company employs approximately 400 employees and caters to a niche market providing a range of insurance products with the competitive pricing.
The e-commerce platform has the ideal facilities to manage orders, research on the latest products available, provide customer support, dispatch policies and had a highly motivated operations team.
The e-commerce portal with its highly motivated team had gained thousands of followers and customers over the past few years. The portal approximately receives 100+ orders on a day-to-day basis.
These orders are then converted to excel documents which are then passed on to the product dispatch team and MIS team. However, with the increasing number of orders the company wanted to embed automatic updates, notifications and add various self-service tools to diverge the team’s attention on other operational processes.
Manually adding every order to the excel sheet and then circulating the sheet was turning out to be a hassle.
Approximately, twenty percent of the workforce was diverted to manage customer queries; due to which, the company was falling short of resources to manage orders and dispatches.
Furthermore, the company wanted to add a team to manage catalogs and product updates.
Inefficient use of resources was a concern the company needed to resolve on priority.
The management wanted to resolve this concern in the least possible time.
It was time to dive into archives and study the well-established businesses to find a possible solution.
Weeks of research suggested a shift to automation, particularly in the areas involving redundant operations such as providing order updates, sending email notifications to the customer, and managing the website.
Usually, outsourcing companies use the call center technology, but the company wanted to make sure it gets the best call center software to improve its process flows.
The company’s plan of action included:•
The very first step was to do thorough research for understanding the functionality of the call center software solutions to automate operations.
• The company wanted to test the software and so they planned to rent one.
It was then embedded in their system accordingly.
• This helped the company integrate the website into the software and manage the reports.
• As an added benefit, the software provided data analytics.
• The company now added various self-service tools which helped the customers resolve smaller issues on their own. Resultantly, reducing inbound calls. Furthermore, they also added a call-back button.
Each time a customer requested a call-back, he could schedule his preferred time slot and an executive could get in touch with the customer.
• Whenever a customer placed an order, he was sent an automated email stating the acknowledgment of his order. Similarly, an SMS was sent out through the software.
• The software recorded all the orders and generated reports which were then passed on to the customer support team, enabling cross-selling and up-selling of the products.
It not only facilitated customer support but it was also a good telemarketing software.
• The new software gave ample scope for the resources to expand their product catalog and update all the product related information.
• Any claims could now be processed within a few minutes. The software helped employees review the total amount paid and all the required information to confirm the eligibility of the customer.
• It was now easier to segregate the orders based on the premiums or amount paid.
• The software had started all the customer information including his contact details, interests, occupation and purchase history.
This was going to make it easier for the company to keep a track of all the customers and retrieve information as and when needed.
In all, the software added sooth to the operations and automated processes, facilitating speedy delivery and a high-class experience. Classifying products based on their popularity and price was now easier.
That was not sufficient ; the company could now compare various products and set competitive pricing easily.
The software not only facilitated operations but also enabled the company to use their human resources more efficiently. This reduced the workload on employees and diverted them to meaningful operations.
The company was able to analyze customer trends and improve their product catalog, provide training about the same and sent mailers to keep the customers posted about the same.
The software had turned out to a quality analysis metrics, allowing the company to implement customer satisfaction surveys.
The user-friendly software can make a perfect fit for your pocket and give an increased ROI.
If you have a mid-sized or a small sized business looking forward to working with limited resources, you can’t afford to miss out on this technology.
It is time you let your employees spend time on strategizing and let the software manage all your repetitive tasks.
Creating reports could never be easier, so get going and grab a free trial to understand how it could help your business to the fullest of its functionality.
How To Protect The Investments With Call Center Solutions In India [Case Study]
We’ve all been hearing of increasing fraudulent cases in today’s times.
In this scenario, wouldn’t an identity verification system act like a life saver for you?
It definitely will. This is the reason why call center solutions have been developing to maintain data security, make transactions more secure and protect your investments.
The software has developed a call verification feature to control threats.
A company recently went ahead experimenting this feature and decided to adopt the call center software to resolve their concerns and what happened was astonishing.
The company is a 12 year old organization, employing approximately 1200 people.
Headquartered in Mumbai, its operations are spread across India.
The contact center provides services to clients across the Banking, IT and Finance industries.
The contact center had recently expanded its client segment and had started catering to banks, so as to provide credit card support. They already had their very own telemarketing software which helped them manage outbound calls effectively.
However, their concerns were larger. Considering the fact that banking operations involve crucial information which has to be preserved, the contact center was looking up to something that could help them secure all the information.
By now they had tried various call center software solutions but were unable to find a solution that would best fit their requirements. As time passed, fraudulent cases were increasing and the management was noticing increasing number of escalations.
The call recordings showed the verification parameters were not enough to identify a customer. Similarly, the time involved in this task needed to be reduced. They clearly needed a better technology to verify the customers.
Employees were getting frustrated due to increasing verification calls and often landed up getting confused between support operations and verification process. This in-return increased absenteeism leading to lower productivity among the staff.
The search had begun and the contact center was typically testing all the software available.
The company wanted to make sure it picks the best call center software in the market.
The operations head was delegated the responsibility to lead the search team.
Weeks later, after careful analysis of the software they decided to pick one based on the relevancy.
The process followed:
• They chose a software which was fully functional. The chosen software was one that provided call verification as well.
Accordingly, the software was implemented to manage outbound calls and inbound calls using the call recording, call verification, call queues and call scheduling features.
• As soon as the set-up was complete employees were trained using call scripts and a process flow was formed.
• Each call was monitored. The customer could hear an IVR whenever he called.
This IVR would then ask him to verify his personal details like his date of birth, card details as well as his last transaction amount.
• Post this verification, the customer was successfully routed to the agent and his query would be resolved.
• Similarly, for any new customer who opted for a credit card, a three way verification was conducted.
The customer would first receive a call from an agent, followed by an IVR to set up his security questions and finally, both the results were tallied.
• On the other side, an offline review was conducted by a team of executives who would verify customer documents.
These documents included proof of identity and address proofs.This helped the company increase agent productivity. The call center technology also reduced the call wait time using the mobile data carrier to verify the inbound calls.
As all the data was now verified by the new all-in-one communication system which not only led to an increase in efficiency but also helped increase the customer satisfaction.
The banking client had started receiving positive feedback from its end customers about the enthusiastic verification calls they received. The software acted like the backbone of this entire process and recorded all the information in detail.
The results? They were unrealistic!
The contact center was successful in protecting customers from identity thefts and sparing them from any expense which could be unwarranted.
Within the last three months this process had already saved more than Rs. 1,00,000 for the client.
At the initial stage the only thing the client was concerned about is how the call verification system would affect the customer experience; however, they seem satisfied with the new in-house technology.
The entire system has not only helped the clients but has also relived employees from the redundant work and manual reporting. Absenteeism and attrition among staff, both, had reduced by 30 percent.
The all-new communication system has simply automated the entire process and facilitated call scripting, recording, IVR’s, verification and motivated the employees to perform better.
This is not just a concern for the contact center industry but it is for each one of us.
Safety has been a growing concern which needs immediate attention.
It is better to stop thinking and drive yourself into actionable insights which could save you from bankruptcy.
Adopting call center software solutions is one solution; however, you could think of various other solutions which could help you resolve this issue.
Protecting your accounts, customers, investments or your data is equally important for each one of us. Now, it is time you secure yourself with the best and catch with solutions that ease life.
How To Use Call Center Software For The Best Call Routing [Case Study]
Call routing ensures that calls are directed to the right person based on the subject matter.
It is especially useful during peak hours, when call volumes are high and efficiency is the need of the hour.
Routing helps in the optimal use of resources and contributes to the customer satisfaction, since the customer is directed to the person with most expertise on the subject.
Routing strategies are an integral part of the functioning of a call center.
Various call center software have been designed to address the issues related to routing – how calls are transferred to the required person, what the fastest way to do so would be, or how to keep the customers satisfied during the holding periods or in case the agent is on another call.
Call routing is also an effective way to bring down the overall operational cost.
When used properly, it can contribute to the better quality of service, greater customer satisfaction and maximized profits. Here are a few of the most effective telemarketing software tools to implement the call routing.
1. Routing by IVR – This is the most common routing method followed globally in many organisations.
IVR systems direct users to follow their queries through pre-recorded messages.
2. Direct Routing – In this case, customers are given the number of the specific department they wish to call. This ensures that there is no time lost in finding the relevant department.
Customers can directly call through as per their requirement.
3. Routing by Caller ID – Every customer is assigned a unique Caller ID and whenever a particular customer calls in, their previous conversations and their profile is studied to determine the most appropriate agent for them.
4. Percentage Based Routing – This routing technique stresses on the distribution of work among all the employees. It directs new calls to those employees who have remained relatively free, so as to ensure all employees end up answering a similar number of calls.
We can see how important a role, call routing plays in the business aspect of a call center’s operations.
Some of the most common and efficient ways of implementation of call routing have also been discussed.
Various call center software solutions have been developed to aid this process, so that customers are directed to the most appropriate department and agent as soon as possible.
Cumulatively, this process has significant bearing on the costs incurred by the company and the quality of customer service provided.
To illustrate the importance of these call routing techniques, we will take a look at the case study of Senturo Solutions, a telemarketing agency providing call center solutions for a large organization.
In the case study, we will talk about the challenges faced and the solutions drawn up to counter those challenges, in the context of the problem scenario they found themselves in.
We will also see what the results were, and how the implementation of changes brought about a positive shift in the operations.
The Problem Scenario
Senturo Solutions experiences a very high call volume during the peak business hours.
During this time period, a lot of calls are answered by the agents who are not the best choice to be handling that sort of call. Moreover, some calls had to transferred to a different department after being initially answered by one department.
All of this increased the average time on call and other callers had to wait in queue for agents to be free to take their calls. Customer satisfaction levels were dipping, and the company was looking to take technological help to solve the problem.
Some of the specific challenges faced by the company are listed below.
1. All customers were provided the same helpline number, so the call center was flooded with calls about various different concerns all at the same place.
2. There was no system in place to recognize the subject matter of a call before it was picked up. Hence, agents did not know what the issue was likely to be before actually talking to the customer.
3. Some calls had to be transferred to a different agent, following which the customer would have to explain everything from the start once again. This led to increased call times for the case and increased waiting time for others in the queue.
The managers at the company drew up the following solutions to deal with the problems faced.
1. The company decided to invest in the best call center software which would take into account a customer’s previous interactions and automatically direct the call to the agent who is most suitable to handle that subject matter.
2. Different departments were given different helpline numbers, so that customers could themselves decide which department they required the assistance of and then call accordingly.
3. Calls would be sent to agents based on their characteristics.
For example, an existing customer’s calls would be directed to the support department, whereas a new customer would be directed to the sales department.
After the call routing software was put into effect, the functioning of the organisation became much more streamlined. Efficiency levels shot up and KPIs like average waiting time were also ahead of the industry standards.
The customer satisfaction level was also up by more than 10% compared to the previous year. Within a year, the sales numbers increased by 8% for existing customers, and leads were converted into new customers with double the efficiency.
All of this contributed to a 5% growth in business at the end of the year, with an optimistic prediction for the near future.
Thus we see how we can use software to leverage the best out of call routing strategies.
Proper call routing can be the difference between a market leader and an average performer, specially when the number of calls being dealt with is very high.
Following the strategies discussed in this article will help your company achieve more with the resources you have, and give you that edge over your competitors.
How To Grow Your Call Center Profitability With Real-Time Agent Analytics [Case Study]
In a world where numbers and figures are all that matters, you surely can’t afford to mix out on analytics.
That’s what ultimately drives the profitability of your business.
Each organization has their own set of metrics to measure success and set goals for the following quarter.
These metrics could vary based on the agent performance – be it sales or customer service.
Majorly the proposition followed by contact centers is: (new processes + technologies + cost center) = profit center.
Contact centers use call center solutions to improve these metrics; the predictive voice analytics feature is one example of the features offered in the software technology.
I’ve curated some tips and tricks that can help you improve the performance of your call center through efficient use of analytics. However, I want to explain it to you with a real-life example.
The case in point is a leader in the outsourcing industry, known for providing its business transformation services, maximizing revenue, enhancing customer experience and optimizing cost.
Headquartered in Bangalore the contact center employed more than 2000 personnel and had its operations spread across India. The center catered to a clientele based in the US and UK.
The changing scenario was compelling the contact center to move beyond acquainted systems to call center software solutions with analytics systems.
In addition to this, customer acquisition cost has been growing at an all-time high which clearly stated the importance of maintaining customer relations and expanding the network to increase the business profitability.
Similarly, they were unable to use data in real-time as the center did not have a cloud-based system.
The system was unable to identify real-time opportunities while on-going customer interactions; this caused losses and decreased the efficiency of the overall process.
On the other hand, accessing agents was also difficult due to lack of real-time information.
Lately, the contact center had come up with an up-selling campaign.
The center wanted to find ROI for this effort; however, this was not possible as an analytics software was missing.
Looking at the developments in technology the contact center decided to hire the best call center software which was cloud-based. The new software allowed them to look at real-time data and analytics.
But moreover, its real-time monitoring dashboard allowed them to identify customer opportunities during the on-going call. The new software was user-friendly and facilitated:
Call routing– More than just routing calls to reduce the wait time, the goal was to route calls to the right agent to resolve queries in time and enhance customer experience.
This was efficiently managed by the new call center software. So the center could now manage all routing flows, manage flexible scheduling and look after skill-based agent collections.
Speech recognition and analytics – The tool made it easier for the management to listen to real-time conversations and jump into overly emotional ones.
It was now easier to keep a track of trends as well as resolve customer concerns using words and phrases; furthermore, call recordings allowed the center to use these for calling and training purpose.
Agent behavior– The analytics was now helping the center track agent behavior.
Their behavior was tracked based on the following KPIs – workloads, agent status, call queues, their adherence to the schedule and visual notifications.
This type of analytics helped the center reduce the agent workload; this time it was definitely not at the expense of customers.
Data and research– We all know the importance of data and the software allowed data analytics to help agents update customer information in no time. But most importantly, the software and its analytics helped agents record survey results/data in real-time.
The center was able to save on huge spends as the new technology was cloud-based and assisted agents in managing surveys; in other words, the contact center could now work in minimum resources and did not find the need to hire a new team for research and analytics.
The center could now pull-out numbers for any up-selling or cross-selling campaign they were planning to host. With the help of this new analytic system, it was thousand times easier to filter actionable data.
The telemarketing software had increased 1, 00,000 per month of revenue post a three-month test period.
Employees were now happier working with the center as more than half of their tedious work was now managed by the software.
On the other hand, customers were more willing to interact with agents and the contact center noted a rise in the customer satisfaction index.
Analytics has a major role in everyone’s life. It is time you catch up with this significant feature and learn to use it to the best of its potential.
The moment you’re stuck trying to understand how you can use this feature to the best of its capabilities, get an updated cloud-based call center software solution to help you measure success.
How To Retain Customers With Call Center Solutions [Case Study]
According to various independent surveys, call centers consider customer attrition to be their number one hindrance to business.
The rates of churn have been on the rise for the last decade, propelled by a variety of factors – heightened competition in the market, easy access to alternatives, the ever-increasing demands of customers, companies failing to keep pace with changing trends or the presence of larger corporations unsettling local businesses.
The technological world has come up with various call center software that address the problem of customer attrition by mapping it as a correlation to various key performance indicators linked to customer satisfaction and retention.
The problem still persists, though, and many businesses fail to reach the heights their products deserve simply because a number of customers keep unsubscribing despite their best efforts.
The inevitability of customer attrition has gone unchallenged so long that businesses now seem to accept it as a part of the job, and try to concentrate their effort on gaining new customers rather than retaining the ones they already have.
This is not a good strategy to go by, since acquiring a new customer has been proven to cost a company twofold or even threefold the amount it takes to keep a previous customer on your bills, if done right.
Companies should be willing to invest in the customers they already have and try to provide the best quality of service so that they remain satisfied.
This will give them long-term success and build a loyal customer base for their products in the future.
As is the case with all operations of a call center, customer satisfaction is the key to lowering customer turnover rates. Companies should keep their eyes on KPIs like first call resolution rates and feedback sentiments, as these are excellent indicators of the customer service quality and how it is being received.
They also need to stay in touch with their customers, use call center software solutions to take a multi-channel approach to reach out to them periodically over mails, address their queries over social media, release self-help tips and keep a public repository of frequently asked questions.
Apart from this, conducting surveys is a great way to get to know exactly what your customers think, and what needs to be addressed to make each of them stay.
Customer attrition is a continuous worry for managers.
With the pace at which the internet makes trends change, it can become challenging just to identify the most effective way of reaching out to your customers.
Agents need to be trained sharper than ever, to address queries even when they are out-of-the-box.
You also need to have a very adaptive approach where you can constantly make changes based on what your customers want out of your service.
It is a very dynamic environment where telemarketing software, agent training and proactive decision making all go hand-in-hand to making the business a success.
To further illustrate how customer attrition can be managed, let us take the example of Vidar Tech Solutions, a telemarketing agency providing call center solutions for a large organization.
In this case study, we will see the situation they were in, what sort of challenges they faced and how they overcame those challenges. We will also see the results of their strategies and how it came to benefit the company.
The Problem Scenario
Vidar Tech has battled the issue of customer attrition for years.
They have adopted different strategies, changed agents to improve customer service and even tried to align their operations according to the feedback they have received.
Despite all of this, the company kept losing customers year after year.
The lack of loyal customers was having a negative impact on the company’s influence on the market.
They had to embark on far more stringent marketing campaigns just to keep their numbers at par.
They were now looking to seek the help of software to direct them towards the best course of action so that they may retain their customers and build their brand.
The specific challenges that the company faced in its operations are listed below.
1. Customers cited a lack of personalization in the approach of the agents as a reason for opting out.
2. Agents were unsure about the proper way to direct conversations because they did not have much data at hand about previous conversations and their effects.
3. Since managers did not have a system which would provide them the relevant analytics of calls which caused customers to opt out, a feedback mechanism could not be fully established based on the data.
The managers at the company pooled in ideas and came up with this list of solutions which would help them overcome the challenges they faced.
1. The company would take the help of the best call center software to analyze each customer’s bio and create the perfect skeletal pitch for them which would be personalized and effective.
2. Agents were trained based on the data collected by the software, so they were prepared to deal with the problems that were arising frequently.
3. Investments were made to conduct surveys among customers and implement the changes that they suggested, so that customer satisfaction levels always remained high.
The Company started seeing positive results almost as soon as the system was put in place.
Within a month, there was a marked improvement in efficiency and quality of service.
In the first year since the software was implemented, customer attrition rates went down by over 30%, marking the steepest decline in losses for a decade.
Sales records were also on an upward curve, with existing customers proving to be a valuable asset to the company.
Thus, we can see how important role customer retention plays in the growth of a business.
The companies that can hold on to a majority of their customers are the ones that achieve sustained growth in the market.
Software tools are very effective in giving call centers specific directives about how to go about building customer satisfaction and ensuring that they remain loyal to your brand.
How To Gain Business Flexibility With Call Center Solutions?
Business flexibility is something that every organization looks up to.
Whether it is flexibility in terms of policies or it is flexibility in terms of operations; from employees to customers everyone today expects complete flexibility.
Similarly, clients want omni-channel support from contact centers and this has significantly increased the demand for call center solutions.
These solutions help provide a good mix of voice and digital services.
In a world of globalization, companies no longer want to restrict their target market to a particular location; they want to create a seamless experience for customers regardless of their geographic location.
Thus, it is significant for your business to choose a solution which is flexible enough and stands up to their requirements.
This could be just the reason why call center software is now equipped with the cloud.
I’d want to explain more about how you could gain business flexibility using this technology with a reference study.
The case in point is an educational institute, founded in the year 2010 at Bangalore.
The institute employs approximately 250 professionals and offers more than 20 courses.
It specializes in business and advertising and brings industries leading experts for training their students.
Unlike the other educational institutes, this one came up with mind-boggling projects which could provide students with a practical learning experience.
The institute had a small call center to manage customer complaints and inquiries.
The institute had lately diversified its call center operations into telemarketing for generating leads.
Through all the years, this section of their business was using the traditional ways of providing customer service.
But, the institute had lately noticed that the youth was looking forward for more.
They wanted to initiate their complaints or inquiries through social media or use the website gauge a response on the go. However, this wasn’t possible with their old software.
Their existing software wasn’t a flexible solution in terms of the solutions it offered.
The institute had a small call center and so they needed a solution which would enable them to expand in the near future as well.
The solution had to be a cloud-based solution which would allow real-time data sharing for the telecalling team and would help the customer support team with student history for resolving the problems quickly.
This had to be resolved on priority. Hence, the institute decided to take the help of their faculties.
The process had begun with their faculties assisting them with a few surveys.
These surveys were circulated in every class and were posted on social networking pages.
The institute had their presence on these sites; however, managing these pages was a process which wasn’t well integrated with their existing call center software solutions.
The survey clearly stated the importance of having a better web interface, keeping their social media handles active, integrating every part of the operation with their software solution and last but not the least, adapting modern ways to enhance the experience of their students.
A test was performed with approximately 2-3 software.
After the test, an analysis was done to understand which software was affordable in terms of cost and features.
Based on the results, the institute decided to use Tentacle Cloud as their new CRM and telemarketing software solution.
The cloud-based solution looked affordable as it could be rented with ease.
The solution benefited the institute in the following ways:
All-in-one services: The solution provided a one-stop solution for the institute and proved itself as one of the best call center software with the seamless experience it provided.
In addition to the other concerns it resolved, the institute noted a large reduction in the call queues.
On the other hand, call routing to the concerned person was now quick and smooth.
The institute could integrate the website, phone, emails as well as their social channels with the new platform.
Advanced capabilities: The software could be set up quickly and could be used by the agents through their mobile devices as well.
The predictive dialer dialed calls while agents were active.
As the institute had now diversified in to lead generation for their business, the best telemarketing software only added ease to their operations.
Its features like call scheduling, call back and recording helped the outbound staff perform well.
Cost optimization: Renting the software helped the company reduce their infrastructural cost and gave their business complete flexibility to further diversify their operations.
Delivering quality experience: The outbound call center software not only facilitated a seamless experience for prospective students but also reduced the stress levels of employees.
It allowed the management to supervise calls for training purpose and improve the scripts accordingly.
The software provided a smooth transition from the IVR to a professional when needed.
Scalability & adaptability of operations: The software was flexible enough and allowed the institute scale its operations whenever needed.
The solution empowered the institute with the strengths of telecom operators as well as a digital service provider.
Managers could adjust the shifts of agents or even the number of agents deployed for a particular shift depending on the business hours.
Improved the hiring process: Hiring is yet another side where the institute required a lot of flexibility.
The human resource team would add or reduce employees every month.
The software helped the human resource team to improve the hiring process and let them store employee information and access it in real-time.
Remote employees were hired for lead generation and the institute provided them with the incentives.
The overall productivity of their staff had increased by 20 percent.
This was more or less like a value addition to their operations.
Its unique interface which provided the students’ complete background had now enabled the institute to go beyond its traditional ways and become more flexible in terms of work.
If you were looking for some technology that can adapt to the latest trends without disturbing your business, the cloud based call center software is just the thing for you.
It is that time when you make a switch to virtual solutions and add complete flexibility to your business.
Go optimize your costs now with a technology that can highlight your strengths and increase your profits.
How To Handle Call Volume Efficiently With Call Center Solutions?
I’m sure we’ll all come across situations when call volumes spike suddenly.
This issue could arise somewhere during holiday time or how during peak hours, as we call it.
But how do you handle it?
Forecasting this event could be a strategic decision, however, it is not always possible to make predictions about the changing business environment or more precisely, situations where customers could require assistance.
In this scenario, the most important thing is to track the root cause and you could do this using the call center solutions.
These learning could be used in the future because it is well said, ‘history repeats itself.’
Three months of call data could help you recognize a pattern and make some actionable predictions.
Now once you get the right predictions and start following them, you’ll have to manage your staff accordingly.
Before I move further with explaining to you how you could tackle high call volumes, let’s make this a little more interesting with a case study.
My friend recently narrated a similar incident about a KPO.
Established in 1999, the KPO has 5 divisions across India.
The KPO caters to clients in the US, UK, and Canada.
Its diversified services include media monitoring, digital marketing, telemarketing, CRM, business analytics, intranet management and financial analysis.
The KPO had all its operations streamlined and shift timings planned as per the client requirements.
Its CRM and telemarketing division to an extent followed similar processes.
Both the division’s used call center software which integrated calls, emails, customer interaction data, and reports.
They were evolving with time and they wanted to explore more solutions which would help them better utilize the call center technology.
The KPO witnessed resources crisis from December to August.
Their human resources would receive numerous chats, emails, and calls during this time – noted as peak time by the client.
Through the years, they had grown in numbers.
This clearly stated that they had sufficient resources; however, they decided to take up a survey – for the management specifically.
The survey findings showed that the division heads had tested various methods to resolve this issue.
One of the many methods included a prediction about peak time; however, this could not be used efficiently as there were many flaws in the prediction.
Thus, they decided to explore more call center software solutions.
It was now time to experiment with solutions which were more focused on reporting rather than calls.
Various software trials helped them choose the best call center software.
This software was cloud-based software which allowed easy upgrades and would easily integrate customer touch points on one particular platform.
Post the software on-boarding the overall process followed:
The software had various corrective as well as preventive measures which could be utilized to increase the efficiency of the staff.
It effective metrics helped the management capture 2-3 patterns of a period when they noted a sudden spike in call volumes.
The increase was noted during university vacations, other holidays and during the long weekends.
Apart from all of this they noted a high call volume during the evening.
Some patterns were easier for the management to predict, some couldn’t be predicted as they depended on varying environmental factors.
For instance: The peak time for promotional sales could now be predicted easily.
During these sessions, the KPO decided to ask each team member to prioritize calls and postpone other tasks in hand. Their breaks were adjusted accordingly to resolve major customer queries.
Any leave approvals during this period were disapproved; furthermore, any training/seminar/meeting was postponed to a later date.
The telemarketing software recorded all the necessary customer data automatically.
It also took good care of call routing to speed up the entire process, distributing the workload on its staff, and increasing their efficiency.
In addition to which, remote agents were hired who were supposed to stay online during the increased call volumes.
The access to the call center software was shared with them; the rest of it was managed by the software itself, as it recorded all the customer interactions.
In addition to all this, they designed various email templates which could be used to respond to queries.
These were designed considering generic inquiries or queries.
This made the email process faster and easier for the staff to take the follow-ups.
The KPO recorded call patterns for almost a year and a half and witnessed significant insights which helped them control a spike in the call volumes.
The KPO noted various improvements in its process flow which included lower workload, efficient call routing, quick response to emails, better call resolution, appropriate allocation of shift timings and efficient use of human resources.
That was not all, management could now track the performance of their staff in real-time and could scroll through reports on the go.
Managing an increase in call volumes is definitely a challenging task but it is all about the science of resource allocation with sophisticated forecasting using the appropriate tools.
If all this time you were wondering where you should start from; well, it all starts with planning.
So go on an exploration, note down patterns that look similar to you – don’t forget to have appropriate justification to your patterns with reports – and make sure you schedule enough agents equipped with the right technology to manage high call volumes.
Human behavior is unpredictable though!