In today’s scenario, call center solutions are booming with the increasing adaption of online reputation management and customer relationship management strategies.
There are various software that solves the purpose; however, the call center technology has recently been taking over other CRM software available in the market.
The technology now comes with an integrated CRM to provide a one-stop solution for all customer management needs.
Let’s dig into the CRM world to understand how call center software solutions solve our CRM needs.
Undoubtedly the businesses are now becoming customer centric which makes it significant for every business to catch-up with consumer trends.
They have now moved from traditional ways of communication to modern ways – spending majority of time on social channels and websites.
This trend gives rise to provide omnichannel support; due to which businesses now believe in having an independent team to manage customer relations.
This puts technology to test.
But wouldn’t it be better to have one platform that serves the purpose, rather than having different software to manage individual communication channels?
That is where call center software comes in to picture. Let us understand how, with an example.
I am referring to a telecom service provider, headquartered in Delhi.
The service provider currently employs more than 2000 professionals and operates through 10 branches across India. The telecom giant well-known for its online services and prompt delivery recently wanted to expand its services.
The company wanted to integrate all its customer management services on one platform.
The integration would make it easier for employees to share information across different teams.
The service provider was looking for a solution which could support data storage with security for customer data.
After all, wouldn’t it be quicker if the inbound/ outbound calling team also got access to inquiries coming through the website and vise-a-versa?
This telecom company wanted to make sure, it recorded all the customer interactions, starting from the customers’ first interaction with them. This was necessary for efficient customer management and to lessen the response time.
A possible solution to the concern was simply getting CRM software which would allow the service provider to boost all their functions. The research team conducted a quick research about which CRM software could best solve the purpose.
After a good analysis and comparison of 2 major CRM software, the company had filtered the best.
However, it was now time to research about a possible replacement.
It was time to look for the software which could probably take over ‘The Best’.
Research soon suggested that the functionality of a best call center solutions was quite similar to that of CRM software.
Accordingly, the service provider chose the best call center software with a pricing model which was pretty convenient. Recording all the customer interactions automatically was a perk offered by this software.
On one hand, where the CRM software provided solutions oriented to various functions of business, the call center technology provided solutions which could be embedded into any process. Hence, it was installed.
The telemarketing software provided insights about the target market and accurate analytics about them.
It further helped record all the information about inbound calls automatically.
It was not only a blend of inbound and outbound calling but also integrated email, SMS, and chats.
The cloud-based software assisted their customer management process and provided a seamless experience.
The software not only solved their purpose but also generated analytical reports used to boost business.
The software was a two-in-one package that equipped the company with lead generation tools as well as CRM tools.
It was a one-stop solution for database management, website management, campaign management to reporting and analytics. It further allowed the company to monitor customer support operations and provide customized offers for every customer individually based on their usage.
Resolving customer complaints or assisting them with their queries was a quick process as compared to the initial time taken.
Installation of the call center software allowed the operator to move beyond digital boundaries and provide quality service based on the customers preferences. Customers, as well as employees, were now happier.
The lead generation mechanism allowed the operator to expand its customer base which, further lead to an increase in their profit. Over the past few months, the company had noticed a huge improvement in their processes.
The software had a positive impact and helped the operator provide a seamless experience.
In other words, technology is a support system for your company.
It is an infrastructural investment which affects your business practices to a large extent.
Hence, it is significant for businesses to get an appropriate technology after accurately analyzing the pros and cons it could have. In the above scenario it was appropriate to use a online call center software; however, this could be a situational decision based on a comparative analysis.
It is time you go and explore the numerous options available in the market.
How Call Center Solutions Deliver Value To Businesses Of All Sizes?
Businesses are changing with time and so are their ways of interaction.
Be it in the outsourcing industry or any other, organizations are changing their delivery models and their ways of engaging customers.
This makes it increasingly important for the contact centers to deliver valuable service to their clients, making it significant for them to use up-to-date call center solutions.
But the question is how does this software help add value to the business?
Contact centers curate people, resources, technology and all the relevant information which makes it highly efficient.
The expertise they provide allows clients to streamline their process.
The information it captures is capable of transforming the entire organization.
But, using this information strategically requires objective analysis, foreseeing the larger goals and infrastructure to support. Additionally, the relationship between customer satisfaction and higher business profitability is significant.
This makes it essential for contact centers to use call center software solutions with appropriate planning and efficient utilization.
A detailed overview of a booming contact center should help you solve this value adding mystery in no time.
Let me take you through a story I came across a few years ago.
A contact center headquartered in Pune was the most discussed topic, three years ago.
Staffing more than 1000 professionals, the center operated through 2 offices located in Pune and Bangalore.
Throughout the years, the center has been performing its best, providing recruitment solutions, messaging services, inbound and outbound services.
With a capability of making 1000+ calls daily, the contact center brings along experts in the field of human resource, marketing, and customer support.
With their growing business, the contact center was noticing a downtrend in customer satisfaction.
It was unable to provide a great experience; due to which the center was losing clients.
Redundant tasks, inefficient processes and deficient utilization of resources.
This gave them a reason to look for ways to improve customer experience, so they could add value to their clients business and expand further.
Lately, clients had noticed certain clerical errors, ineffective marketing scripts, and lesser training programs; whilst, witnessing inefficient call routing.
With the revelation of the degrading quality of customer experience, the contact center was now planning to analyze each and every process to uproot this issue.
It all began by recording a few calls both, inbound and outbound; over-viewing the recruitment and payroll process; and, reviewing newer services that could be added to their profile.
It was significant for the contact center to re-design their existing processes and introduce the business solutions.
A way to resolve this was to provide extensions of their current offerings.
For instance: An extension to telemarketing services would be website management, chat, email and other customer support/ CRM services.
Furthermore, their plan of action was to train agents appropriately to manage all the queries; collect data in an organized manner, analyze it, and use it strategically.
To implement all of the above the center needed call center software that could equip their team with quick and user-friendly ways.
Now, the plan was to bring in software which could fulfill their reporting requirements, record calls for further improvement and review client requirements.
On one hand, as the research team investigated about a relevant call center technology that could be on-boarded; the operations team aimed at taking client feedback about their requirements and compared to what they were delivering to understand the gap.
Accordingly, the best call center software was hired to do the job.
The cloud-based software came with an integrated CRM – offering a blend of inbound and outbound calling services with website management tools.
Its reporting feature was like a cherry on the cake.
This made it simpler for agents to manage calls.
As and when they received a call, the IVR – which was customized for the client – helped customers resolve their queries within a few clicks.
In cases, where the IVR missed out on their queries, calls were routed to the relevant agents so quick action could be taken. This reduced the workload of agents and increased their efficiency, keeping them enthusiastic throughout the day.
The integrated CRM allowed quick follow-ups.
Additionally, the telemarketing software introduced features like predictive and automatic dialing – which also means, agents could now schedule calls, access the software remotely and all the information would be recorded by the software automatically without any hassle.
In all, the software added more flexibility to the process and provided a structuring to the process.
The new call center solutions was up-to-date and acted as an arsenal for agents by helping them record all customer interactions.
This furthermore made it easier for the customer service team to pull-out necessary customer data as and when required.
On the other hand, the telecalling team could refer to the existing customer list to avoid any overlapping.
Similarly, the software provided detailed data about customers, making it simpler to manage human resources; upsell products; understand customer interests and give a prompt response.
To summarize the software improved customer experience; due to which, the existing clientele had now started referring clients. This increased their revenue and added a new perspective to their working style.
Makes life easier isn’t it?
Survival has become tough and the only way to survive is by adding value to your clients’ business – with quality, relevant services, and prompt action.
It is all about providing value for money invested.
The online call center software will help you make this task simpler and quicker.
It is time you hire one for your organization!
How Call Center Solutions Are Effective For Inbound and Outbound Contact Centers?
As the name suggests, an inbound contact center is a place where agents receive calls. In other words, customers initiate action; whereas, agents provide solutions as a reaction.
On the other hand, outbound contact center refers to a place where agents initiate calls to potential customers. Both types of contact center require different skill-sets as well as different call center solutions based on their business requirements.
But wouldn’t it be easy to understand the working practically rather than going through theory? Of course, it would be! To understand how these contact centers could use call center software solutions effectively let us look at a case study.
The case in point is a contact center headquartered in Bangalore.
The contact center employs more than 1200 agents operating through 3 locations across India.
The center caters to clients from the IT and Finance industry.
The contact center was founded in the year 2012.
With the development of technology the contact center now was looking forward to moving beyond traditional ways of communication. They wanted to explore newer opportunities like Chat, Emails and Business Analytics.
In addition to this, agents from the inbound team had to interact with customers who have been associated with clients over a period of time.
On the contrary, the outbound team had to initiate a dialogue with people/ customers whom they’ve hardly known.
In both the situations, the area of concern was getting appropriate data about the customer.
Both the teams required to track the customer life-cycle from their very first interaction with their clients’ product/ service. The manual process increased the call wait time as well as the call dropout rate.
There was a downward trend noted in the customer satisfaction index.
To get an appropriate solution to this, the management initiated a process wherein agents as well as clients would share their feedback about the existing processes.
The feedback suggested that lately, agents had been stressed, due to excessive work pressure and clients had noticed persistent customer complaints about the high turnaround time.
Passing on the appropriate information was done through emails/ manually which consumed too much of their energy. This was when they came across a call center software available in the market.
Post a thorough review of the software and adequate comparison it was now time to onboard the cloud-based telemarketing software.
The software allowed agents to share real-time information.
Additionally, it documented all the relevant customer information post a call automatically.
Details like – customer name, contact number, email id, history and any additional notes could now be accessed during the call; this added ease to their job and reduced the call wait time as well as the call resolution.
The new technology aided the inbound team as they could now pull in information from their CRM software through ticketing and CRM integration.
This equipped them to handle calls efficiently during high volumes as well.
It was critical for the team to show consistency and provide a seamless experience to customers during the progression of the customer life-cycle.
The IVR feature allowed customers to choose appropriate information about their concerns before being routed to the relevant executive.
The automated distribution feature allowed quick distribution of calls, emails, social media messages and even SMS’s.
On the other hand, the outbound team also benefited from the new software.
They could now run campaigns at a comparatively low cost.
The software had multiple dialers which allowed them to shift from automatic dialing to predictive dialing as and when needed.
All the information was curated in reports which provided a good overview of the call.
Each and everything was now automated and both the teams could access customer details as per their requirement.
The new technology had not only reduced redundant tasks but had also increased the first call resolution.
Similarly, the software created new opportunities and encouraged the remote work culture.
The software provided flexibility and agents could simply access the software from any place as and when required.
Call scheduling had now become an easy task, due to which the productivity of the telemarketing team had increased.
They could not only approach a new lead, at the customers preferred time but also could up-sell products to existing customers.
The past few months have shown progressive changes within the contact center, post the software on-boarding, and the customer satisfaction index was showcasing an upward trend with time.
The new age trend states that it is now time to automate processes and encourage smart working patterns.
Did that make you feel like you are missing out on those smart workflows?
If yes, it is now time to hire the best call center software and put it to test.
After all, it is never too bad to explore the limitless possibilities and opportunities waiting for you.
It is all about initiating the right thing at the right time with accurate scrutiny.