Call centers keep on focusing on different KPIs to improve performance. The main agenda usually is to deliver better customer services in an inbound call center and increase collection or leads in an outbound call center. Experienced and well-trained agents and the best call center solution often help call centers to improve major KPIs.
In this blog post, we will share more details about one of the important call center KPIs and how to improve its value. We will talk about the call wait time. (more…)
A contact center solution offers an array of features to call centers that use this software. Each feature has some use cases and benefits. In this blog post, we will talk about one of the most important and useful features, called a sticky agent.
What is a sticky agent?
It is one of the call routing features available in the contact center software. This feature routes a call of a customer to the same agent every time, the customer calls. It means the customer gets connected to the same agent every time he seeks support. (more…)
We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.
Some of the major FINtech organizations are listed below:
Cloud call center solutions or on-premises call center solutions, it does not make any difference to customers. However, it can positively impact call centers. Both, on-premises and cloud call center solutions have their own advantages and disadvantages. As cloud call center solutions are gaining more popularity because of added flexibility shared by this type of software, we will cover it in this blog post.
To help you assure you are receiving maximum returns from your cloud call center solution, we will share some major KPIs. You must measure these KPIs to review and enhance the performance of your team and call center solution, as well as, leverage several other advantages.
KPIs (Key Performance Indicators) that you must measure in a cloud call center solution:
1. Service Level Agreement (SLA)
There can be different types of SLA in a call center. Number one is the uptime of the software. Your cloud call center software must have 98% or more uptime SLA. If it is not, you must change the provider. Another SLA is the number of calls handled within working hours or a specific timeframe. This shows how productively your agents perform.
2. Customer Satisfaction Score (CSAT)
It is another important KPI that any call center that uses a cloud call center solution or on-premises contact center solution must measure. This score shows the percentage of clients that are happy with your offerings and services. You can run a survey using your cloud call center solution to collect feedback from customers to define CSAT. You can also measure other KPIs that can also give a hint of customer satisfaction rate. Some of the KPIs that show customer satisfaction are as below:
This is another important KPI that needs to be managed by your call center. The customer churn rate defines the number of customers you are losing in a predefined time period. This can be possible for multiple reasons such as:
Bad quality of product
Poor customer support
Poor post-sales support
Poor retargeting strategy
And more
It is necessary to focus on this KPI to make sure you increase CSAT and increase customer loyalty, too. Increased customer loyalty defines increased revenue.
4. Agent performance metrics
Agents not only use the cloud call center solution, but they are also responsible for improving or degrading the value of other KPIs. Therefore, it is necessary to monitor their performance via major KPIs such as:
Average speed to respond
Average call handling time
Average call abandoned rate
Average after call work time
Occupancy rate
These are the top performance indicators that can define whether your agents perform productively or not and whether they are taking advantage of your cloud call center solution or not.
We offer on-premises and cloud call center solutions. If you are interested in using a cloud call center solution for your call center, we have some interesting deals for you. Contact us for more details.
Virtual call centers are increasing because of a plethora of advantages available to them. Technology tools have been supporting the work from home models for call centers. Some innovative tools such as the Work from Home add-on are also introduced to empower call centers that offer a work from home option for their agents. A cloud call center solution has been in the market for some years to support secure access to the call center solution for remote call centers.
Along with the right technology tools, the remote call centers should also focus on designing the right agent training program. Let us share some of the tips to train your work from home agents.
1. Train agents to use work from home tools efficiently
Nowadays, easy-to-use technology tools are available in the market. A cloud call center solution will have easy to use user interface. The omnichannel communication tools will be integrated within the cloud call center solution, so agents will find them as one of the integrated features. Likewise, the work-from-home add-on is also very easy to use.
Still, giving a walkthrough of software and details of standards to use the cloud call center solution, work from home add-on, etc. can be beneficial to implement a standard working procedure for a remote call center.
2. Define regular training programs
In many call centers, training is considered a one-time process, but agent training has to be regular and recurring. Of course, it is not necessary to repeat the same thing again and again. However, covering different aspects of emotional engagement with customers to effective cold calling tricks, interpersonal skills, calling etiquettes, so on and so forth should be covered in training programs. Keep enhancing the knowledge of agents, so they can enhance their performance and improve productivity.
3. Give personalized training
Usually, the call centers focus on common training, which is good in some cases such as giving training on a call center solution. It has to be common as all agents need to learn the same thing. However, different agents can have different weak points in a remote call center environment. In this case, grouping agents according to the challenges they face and providing personalized training can help in improving the results of training. The cloud call center solution can provide the required details to group agents as per their performance.
4. Keep training material available for future use
Agents are likely to forget what they have learned in the call center training sessions. Therefore, it is recommended to let agents refer to training material in the future. The training sessions and material can be recorded and placed on the cloud and let work from home agents access it whenever they need it.
5. Engage agents
A majority of training programs for work-from-home agents don’t give expected results because call centers don’t engage agents during and after the training sessions. Ask questions, take feedback and comments, and in many other ways, try to engage agents in the training sessions, to increase returns and results.
These are the top tips to implement to give more effective training to work from home agents.
If you are looking for a cloud call center solution, work from home add-on, or any other software, then contact us.
IVR (Interactive Voice Response) system used to be an independent solution and still many companies and call centers use it as an independent solution. Because of its amazing functionality and several advantages, many VoIP and telecommunication solutions have made it an integral feature. For example, a call center solution, IP PBX software, etc. solution has IVR as one of the features out of many available.
The customer care departments or centers majorly use IVR for offering self-serving options or to connect customers with the right agents. The call center solution has this feature as one of the call center automation features. To deliver satisfactory customer care services, the call centers need to use this feature strategically. Immature use of the IVR feature of the call center solution can result in increased customer frustration.
To help you in the right IVR designing for customer care, here are the top tips.
1. Keep the IVR menu short
Customers need to remember the IVR menu along with listening to it. Therefore, it is necessary to keep IVR menus short.
Short IVR menu and fewer options are easy to remember, so customers will not need to re-listen to it.
This can help in reducing the efforts of listening to it.
2. Voice prompts must use natural and easy to understand language
The advanced call center solution offers a Text to Speech (TTS) feature and some customer care departments use professional voice artists to create voice prompts.
Whether you use TTS or a professional voice artist, it is necessary to have voice prompts in the local language and accents of the target customers.
The spoken words need to be loud and clear for the listener.
The professional artist needs to make sure there is no background noise while recording the voice prompts.
3. Put commonly selected options in the beginning
It is another way to create an easy IVR menu for the customers.
The call center solution can help to identify the options that are used commonly.
To design the right IVR menu, you must put the commonly selected options in the beginning.
4. Give options to repeat the menu or return to the main menu
Even if it is a commonly practiced standard, often some call centers and customer care departments skip this option.
The customer must get the option to re-listen to the IVR menu and also return to the main menu. This helps them choose the right option if they feel lost.
5. Give the option to talk to the agent
Many customers prefer to talk to a human agent compared to using self-serving options offered by a call center solution.
Instead of adding up to the frustration of the customers, it is better to give the option to talk to the human agents.
These are the top 5 tips to follow to design the right IVR in any company or call center that offers customer care services.
We offer the best call center solution along with IVR and other advanced features. We also offer a Text to Speech solution as an add-on for the call center software or as an independent solution. Contact us to know more about these technology tools for customer care and book a free demo.
Hospitals have been adopting multiple technology tools to improve the patient experience. Just like many other industries, the healthcare industry also faces high competition. That is why focusing on improved patient experience is necessary. Technology tools such as an omnichannel contact center solution for the healthcare industry can help hospitals to overcome multiple roadblocks. One of the roadblocks that an omnichannel contact center solution helps in overcoming is dealing with abandoned calls. (more…)
Call centers invest so much money in hiring the right agents and talented supervisors, buying a feature-rich call center solution, etc. All of this can fail if their call script fails. A call script is often considered one of the standard features available in the call center solution, but it has much value in a successful campaign. This is the reason it is necessary to get an effective call script.
With each passing year, a call script also needs to get upgraded. In fact, for each different campaign, there should be a unique call script. This is the reason a call center solution offers a call script feature for different campaigns. For each campaign, you can have a custom script.
In a nutshell, having the right and upgraded call script is necessary. Let us share the top tips to write an effective call script in 2023.
1. Use the language that your audience speaks
The first tip to follow is to adopt the language and phrases that your targeted audience uses.
Even if you cannot hire native speakers, using the phrases and language they use can really be beneficial.
2. Eliminate the guessing game
This is the biggest mistake a majority of call centers made even if they have insightful data in their call center solution
Each call center solution offers reports as well as a call recording feature. These features can be used to review whether a call script is working or not.
Using the data you have in your reports section can help in making an effective call script.
If you want to write an effective call script, do not get into a guessing game. Use the data and insight you have and write an effective call script.
3. Be precise and quick
Respect others’ time is a very well-known proverb. A call center using a call center solution, whether to run inbound or outbound campaigns needs to follow and practice this proverb.
Do not make your script way too long that with too many adjectives.
Be professional and precise. Your call script should be easy to scan. Use more pointers.
This will not only help agents to save time, but it can also help agents to begin from somewhere in the middle.
4. Use simple to understand language
Every industry has some jargon and technical words.
Some writers are good with superlatives and adjectives.
Using high-level English, superlatives, adjectives, jargon, etc. can be great for you to some extent, but remember, all people your agents would talk with may not understand those words and phrases.
You have to use simple to understand language, so your customers or prospects can understand that with ease and without grabbing their dictionary.
These are the top 4 tips that you must follow to write an effective call script in 2023.
We can help you with our unified communication solutions that can assist your agents to deliver a better speech to win customers and prospects. A feature-rich contact center solution is one of them. Contact us to know more about our unified communication solutions.
There is a one really useful proverb, called “Words Matter”. What you speak makes a huge impact on someone. In the call center and BPO industry, it is even more important. Whether a call center is offering customer care services or if it runs lead generation campaigns, words matter.
Agents need to know the right phrases to use during each conversation. In a customer care center, this becomes even more important. Customers get upset and furious about the fact that some things are not working as per the expectations. At that time, using the right phrases and be empathetic words is necessary.
We have been offering the best call center solution to customer care centers along with many other industry verticals. Based on our years of experience, we have derived a list of some phrases that agents must use during a call with an upset or angry customer. This will create a positive impression of your call center and customers will feel valued.
1. I will resolve this for you
This statement gives affirmation and assurance to the customer. A customer would feel relaxed with the assurance that the agent will resolve the issue for him.
It is one of the most empathetic and encouraging sentences an agent can use in the call center. This can also be part of a call script mentioned in the call center solution to make sure the agent does not forget to use this sentence.
2. Please allow me some time to look into this
When a customer shares his/ her issues, it is likely that an agent needs to fetch some details and check if it is correct or not or if something can be done to resolve customer concerns. Instead of just saying “let me see” and put customers on hold by using the call hold feature of the cloud call center solution, it is necessary for an agent to be more empathetic and professional.
Asking for some time and permission to check the issue can make customers feel attended and valued. They will find it professional that the agent is not just putting a call on the hold abruptly, but taking permission to do that.
3. I can understand that it is annoying. I ask your apology for the inconvenience caused
Nothing can be as empathetic as getting validation for what you are feeling. The same applies to your customers. When the agent says, he/ she can understand the feeling of the customer and find it apologetic, the customer is likely to find it empathetic and feels good.
4. Let me reconfirm this and please correct me if I am wrong
Restating the issue to make sure the agent has understood it well and the right resolution can be found, it is necessary to reconfirm the issue with the customer. This will also show agents are attentive and are going to work to resolve the issue.
Wrapping up
These are the top empathetic phrases that agents must use to handle customer support calls more professionally. A call center can add all these and other empathetic statements into the call script feature of a call center solution to make it easier for agents to remember and use those empathetic lines.
We offer a call center solution that has a custom call script feature. Moreover, this software has some futuristic and customer care-centric features that can help you improve the results of customer care campaigns. To know more about this call center software and to book a demo, contact us.
Collection agencies specifically work for debt collection to collect EMIs for loans, credit card bills, mortgages, etc. Along with having skilled agents, the collection companies also need the best tools such as a contact center solution.
The contact center solution offers features like predictive dialer, lead grouping, etc. to speed up the process of collection calls. However, still, this is not it. The collection companies will also require add-ons. We have developed a specific add-on, called the collection module.
Call center collection integration integrates the collection module within the call center software. The collection module has amazing features and automation to empower collection agencies. One of the useful features available in this software is reports and analytics.
The collection analytics can help collection companies to operate more efficiently and increase money collection as well as score and credit as an efficient collection agency.
For this, the collection companies need to monitor key collection analytics. Here is a list of collection analytics that has to be measured:
1. Customer segmentation
In collection campaigns, there are three types of customers:
Customers that pay on time, sometimes without reminders, too
Customers that need a push and
Defaulters who need to push really hard and still may not pay the EMI
The call center solution with an integrated collection module can be used here. In this case, the collection module will allow collection companies to create a bucket list of customers. The analytics given in the contact center solution that is integrated with the collection module can help collection agencies to segregate customers depending on their paying habits and other facts.
2. Call connection rate
The collection companies do a tough job of reaching a client and ask for debt collection. The reason it is a tough job is people are likely to avoid this type of call. Therefore, the collection companies need to keep an eye on the analytics that gives the value of the call connection rate. This can help collection agencies to make a strategy to increase the call connection rate. One of the most useful ways to increase the call connection rate is using the call rotation method. Call rotation can be done using different call routing strategies available in the on-premises or cloud call center solution. It reaches the customers during different times of the day and multiple times in a month or a week, so the probability of attending a call increases and the success rate, too.
3. Response rate on communication channels
The collection agencies need to use multiple communication channels to reach customers to ask for payment. The omnichannel contact center solution can simplify this job as within a single platform, unified communication channels can be used. The collection analytics that shows which communication channel is preferred by customers should be used to increase the customer response rate. The collection agencies can reach the customers via their preferred modes of communication and increase the response rate.
These are three major collection analytics metrics that collection agencies must measure.
We offer the best contact center solution with unified communication support. We have also developed a collection module to automate and empower different operations in a collection agency. Contact us to get further details and book a free demo.
