improve customer support Archives - Page 16 of 41

November 12, 2024

Best strategies to curb agent attrition: III

1. Provide rewards and internal promotions:

Implementing peer recognition and rewards program is yet another powerful method of curbing agent attrition. It involves ensuring that each agent receives feedback that is directly tied to their performance and that they receive rewards when they meet key milestones. This enhances an agent’s motivation and helps build engagement with their work. On the other hand, filling open positions within call centers by promoting internal candidates can also help motivate them to work better. This can actually be used as an incentive for agents to work harder at their job and be sure to promote top performers.

2. Strive to tackle your advisors’ grievances:

Exit interviews are the ones conducted to gather information on why an advisor is leaving and to learn how a customer support center can stop attrition. Instead of these exit interviews, conducting internal interviews, after an employee’s first few weeks of joining, can help tackle their grievances and know their pain points before it is too late. Thereafter, strategies can be employed to exempt these grievances. These interviews convince the employees that the company cares and supports for each of them. It further boosts their morale and job satisfaction and leads to a lowered agent attrition rate.

3. Ease down the shift swapping process:

The rigidness of the schedule in a customer support center can result in staff missing important external events and lower job satisfaction. As a matter of fact, customer support centers are hesitant to allow shift swaps due to the negative impact it may have on workplace cohesion, contact between supervisors and advisors and service quality. However, working towards lowering the rigidness of the schedule and providing an easy swapping of shifts can greatly enhance employee morale. This can eventually result in a reduced agent attrition.

November 11, 2024

Benefits of ANI in customer support centers

As mentioned earlier, ANI is a feature of a telecommunications network for determining the origination telephone number on toll calls for billing purposes. This amazing feature provides a number of benefits to the customer support centers employing it. We have mentioned some of those benefits below:

1. Call forwarding without operator intervention:

An operator call forwarding will become aware of the caller’s phone number and automatically thank them for forwarding their lines as well as give them the option to go to an operator and arrive in check-in mode ready to get their messages. This will reduce the live operator time and subsequently the billable time.

2. Call blocking:

Your answering service can block all the unwanted, irritating calls with the help of automatic number identification.

3. Exemption of call screening bills:

Call screening is the process of evaluating the characteristics of a telephone call before deciding how or whether to answer it. The screening process can be excluded from your answering service bill by employing an ANI system. This highly effective technology can help identify their caller ID and dump these calls before an operator ever has to speak with them.

4. An increase in agent efficiency:

ANI ensures that the most appropriate number is always displayed. With automatic caller ID, the agents will never have to manually select a number. This exempts all the chances of errors. Moreover, it saves them time and effort, thus, increasing their efficiency.

5. Boosts call backs and connection rates:

ANI helps in increasing call backs and connection rates as using a familiar number will increase the probability that the recipient will return the call. Moreover, recipients are more likely to answer calls from familiar phone numbers or phone numbers from similar area codes.

6. Increases first call resolution on callbacks:

Using ANI recipients can be immediately connected with the most appropriate agent when they have missed a call and thereafter call back.

November 11, 2024

What is an ANI in a customer support center?

ANI is an abbreviation for Automatic Number Identification. It is a service that provides the receiver of a telephone call with the number of the calling phone. The method of providing this particular information is determined by the service provider (such as AT&T, MCI, Sprint, and so forth). Mostly, the service is provided by sending the digital tone multi frequency (DTMF) tones along with the call. This technology is commonly used by emergency center dispatchers to save the caller having to report the information and. It can further be used to help locate callers. Moreover, the telephone company’s 9-1-1 service to a public safety point usually includes the automatic number identification feature. It is extensively used in call centers.

In call centers, it displays the number of the calling party to the call center agent in real time. The call center can use the provided information to forward calls to different people for different geographic areas. Automatic number identification is also employed to describe the functions of two-way radio selective calling that identify the transmitting user.

In cases where the caller ID blocking is activated, the caller’s telephone number and line type are captured by ANI service. The destination telephone company switching office can relay the originating telephone number to ANI delivery services subscribers. Toll-free subscribers and large companies normally have access to to this information as follows:

i) instantly via installed equipment

ii) from a monthly billing statement.

In case of residential subscribers, access to ANI information can be obtained through third party companies that charge for the service. ANI is generally not transmitted when a call is operator assisted. In such cases, only the area code of the last switch to route the call is sent. If a call is placed through an outbound-only VoIP service or some calling cards will cause a non-working number to be sent as the ANI. It is also not supported adequately for calls originated from four-party lines.

November 11, 2024

All you need to know about high-touch customer service

Customer service at a call center is defined as the process of waiting for people to call in with a question and then answering the question or solving the caller’s problem. A high-touch customer service can be regarded as an advanced version of the traditional approach. In this kind of approach, the basic aim is to anticipate what questions or issues callers will have at different instants of time. A high-touch customer service also means evaluating ‘first-call resolution,’ which is resolving the callers’ issue the first time they call. Simply put, high-touch customer service is a category of contact center interaction that requires human interaction. Some contact centers train specific agents to deal with high-value customers and complex problems in order to achieve maximum customer satisfaction.

Software technical support systems employ a grading system for customers. According to this system, the low-touch requests may be handled through mediums such as an online community FAQ section or a customer self-service portal. Such that low-touch customer service often enlists FAQ sections or knowledge bases of articles with how-to answers. On the other hand, the complex issues may require the high-touch approach of a customer service agent who is well-trained in resolving these kinds of problems. In other words, high-touch solutions almost always require human intervention and guidance from a customer service agent for query resolution.

In order to anticipate the problems or issues that customers may have, a thorough study of the data accumulated over time needs to be done. This data is generally based on the types of questions for which the customers contact the call center. This can help identify areas of the program that require more detailed descriptions and information. This data can also be used by the call center employees for reaching out and educating members or customers in a more personalized and proactive way.

November 11, 2024

How to curb longest delay in queue

“Longest delay in queue” (LDQ) describes the longest time period that a customer in a queue waits before either connecting with an agent or hanging up. LDQ is tracked through two categories in call center metrics:

i) Longest delay to answer:

This is the longest delay for a caller before being managed by a call center agent.

ii) Longest delay to abandon:

It refers to the maximum time a caller waited for agent interaction before hanging up.

Delay, whether long are short is not at all good for a company’s success and reputation as well. So, the managers handling the customer care section of a company need to identify and employ effective strategies to curb these issues. In this post, we have mentioned some of the most effective strategies that can be employed to keep customers happy during unexpected service delays, such as being short on staff:

1.Transparency:

The managers should give customers clear and conservative information that will help them estimate their wait time. This reduces their anxiety level caused by the uncertainty of the situation

2. Deliver more than you promise:

Delivering more than what you promise is a clever strategy. Let’s take an example of a restaurant where the host can give customers a longer than expected waiting time, say 25 minutes. If customers end up waiting just 15 minutes, they will be delighted as they expected a longer delay.

3. Try to keep your customers busy while they wait:

You can consider giving customers something to do while they wait. It can help cover the issue and keep them distracted and can seem like time goes by faster. Some examples of this strategy are offering magazines or free wifi access to your customers

4. Admit delays rather than apologizing:

When you inform the customers about the expected wait time beforehand, they can be mentally prepared for it. This is far better than apologizing to the customers time and again about additional delays as it will only piss them off.

November 11, 2024

Tips to reduce FCD in a call center: II

1.Optimize call queue settings:

It is a known fact that customers hate waiting when they want to get their queries resolved. The best solution to this problem is modern contact center software. It offers various features to optimize call queues, reduce the wait time and thus exempt FCD. Some of its features are:

i) Queue to voicemail:

Using this feature, customers can leave a voicemail instead of waiting in the queue. This helps in reducing FCD to a large extent as it exempts the need of waiting a single minute in the queue. This further helps improve the quality of customer service and agents’ efficiency as well.

ii) Queue callback:

This feature allows the customers to exit the queue and leave behind their details such as contact information so that they can be contacted back. Whenever the agents are available, they refer to the details provided and call back the customers so as to provide them the required information or solve their queries.

2. Optimize your staffing:

This does not mean hiring a lot of agents but planning the entire process adequately. Optimizing your staffing in order to reduce FCD calls for adjusting your team size based on predicted call volume, especially during the peak time. Workforce management and efficient call center software can be used to do this. Moreover, the historical data can be analyzed to better understand the peak times, and staff accordingly. You also need to consider making contingency plans for those times when employees call in sick.

3. Offer self- help service:

In today’s era, customers prefer to get help themselves. A self-service feature on your website or social media profile will help to cut down FCD. By reducing the call flow to your contact center, it will further increase the productivity and efficiency of the agents.

November 11, 2024

Tips to reduce FCD in a call center: I

As we mentioned in our earlier post, FCD refers to a scenario where a caller hangs up the call after listening to the notice that ‘our customer care agents are currently busy, your call is important to us, please hold the line’. Fast clear down is a result of the fact that such customers are not ready to wait even a minute or two. This makes it a little harder to tackle FCD in an effective way but by making use of the following tips, it can be curbed to a large extent:

1. Consider employing advanced call center software:

All your call center needs can be met using the different types of advanced call center software available in the market. They help achieve productivity and benefit you in the long run. Using highly efficacious software, your agents will be able to provide exceptional customer service and resolve the customer’s issue in a very short time. This is because advanced software enables the agents to have all the information at their fingertips. So, the moment they start their interaction with the customer, they can refer to the available information and provide the fastest query resolution. Moreover, the software will help to optimize the after-call work of an agent hence, further increasing customer satisfaction and reducing FCD.

2. Train your agents adequately:

When the agents are not adequately trained, they are not completely familiar with a process and this impacts the call. In such cases, the agents are not able to troubleshoot properly. Also, they may have to get help from the seniors on the call which would prolong the overall call time. As a result, the customers may get frustrated with the inefficiency of the agent and ask for the supervisor. In order to avoid all this, and reduce FCD, you need to train your agents thoroughly.

November 10, 2024

All you need to know about FCD and its impact on call centers

A fast clear down is a call center term for a caller who hangs up upon hearing a delay notice. FCD is basically used for callers who hang up immediately after they come to know about the delay in reaching a customer care agent. This is a scenario where a caller hangs up the call after listening to the notice that ‘our customer care agents are currently busy, your call is important for us, please hold the line’. Fast clear down is a result of the fact that such customers are not ready to wait even a minute or two.

In such cases where a caller hangs up before the agents get a chance to talk, the call centers are likely missing the opportunity of making them satisfied and happy. For an exceptional experience, a customer should be able to reach an agent and get his/ her queries resolved without any delay. But this is not possible when the call volumes are high and customers have to wait in queues. There can also be many other reasons responsible for a lengthy or even short call center queues. Some of them, are:

i) Sub-optimal staffing: If there are not enough agents, it could lead to the calls getting piled upii

ii) Agent incompetence: It means, the agents may not be competent enough to finish the calls on time.

FCD has an adverse impact as it is directly related to call abandonment rates. Since customers call into a contact center to get immediate support and answers to their queries, so, they are less likely to be in a mood of wasting their time waiting in the queue. Also, due to a negative experience, they hang up and never call back. Hence, abandonment rates are related to customer churn.

November 10, 2024

A complete guide to call center analytics: III

1. Cross-channel analytics

Customers today, have been provided with multiple channels through which they expect to be able to reach and interact with call center agents. The data flowing in from each of these channels contains valuable insights. This call center analytics enables organizations to identify and evaluate the data so gauged and choose the best channels for interaction with customers. Cross-channel analytics provides a way to determine what channels any of their customers are using at a given moment, and tailor their service options accordingly. Agents can provide a personalized and exceptional customer interaction if they have the required information at their fingertips.

2. Self-service analytics:

This is yet another call center analytics that enables the users to access and analyze corporate data even if they are not trained as a data scientist and do not have any working experience with business intelligence and data mining. Self-service analytics helps to do so through the use of tools that simplify the ease of understanding. It further enables organizations to solve the problems and needs of a large number of businesses that too without the need for data professionals. Self-service requires minimal human involvement and helps cater a larger number of customers efficiently.

3. Performance analytics:

Performance analytics exempts the dependency of call center managers on daily reports and roll ups so as to know how well things are going. It basically offers online reporting and dashboard views of critical performance data, both real-time and historical, in context. This call center analytics enables the organizations to gauge and update relevant information and insights. Based on this information and insights, it further enables the organizations to take pro-active steps to ensure the best possible service to their customers. Thus, it actually helps enhance the customer experience to a large extent.

November 10, 2024

A complete guide to call center analytics: II

1. IVR analytics

IVR analytics is a highly effective end-to-end call assessment solution that is a part of customer experience strategy. As a matter of fact, the customers who are greeted by linear thinking IVR systems instead of human voices already assume that their self-service experience is going to be less than favorable. Conducting IVR data analysis helps produce valuable insights that answer many important questions. With insights to these questions, organizations can improve their IVR systems, make them more clear, efficient and user-friendly in responding to callers. Thus, IVR analytics contributes to the success and profitability of companies of all sizes by helping to reduce costs, increase and enhance self-service options, improve first contact resolution, and boost customer satisfaction by providing an exceptional customer experience.

2. Predictive analytics:

Predictive analytics consists of a number of statistical techniques from predictive modeling, machine learning, and data mining that analyze current and historical facts to make predictions about future or otherwise unknown events. Using in-depth review of past performance in call volume, service level, handle time, and customer satisfaction, the predictive analysis makes it possible to apply past solutions to upcoming problems. This information can also be used in training to boost call agent effectiveness and enhance the customer experience. Predictive analytics help organizations determine which operational changes would be the most effective at improving the call center’s overall performance. As an added bonus, it also reduces handle time and operational costs by providing more effective communication.

3. Call center desktop analytics:

Call center desktop analytics enables companies to capture inefficiencies, improve security, and explore potential coaching opportunities for phone agents. By viewing the phone agent’s activity during the call and capturing all activity on the agent’s desktop, a company can ensure that the agent is using their systems most effectively, and that the systems themselves are functioning properly. Using comprehensive desktop analytics, an analyst can find and remove redundant tasks that increase call handle time and frustrate both agents and customers alike. This would further help in providing exceptional customer service.

November 10, 2024

A complete guide to call center analytics: I

In order to measure the performance of a call center’s customer service representatives individually and as a whole, call center analytics is used. Also, this is used to gauge a call center’s overall approach to customer relationship management (CRM) in a quick and responsive manner. Call center management uses this analytics to evaluate interactions, spot patterns, identify knowledge gaps, and make corrections through more training or other means.

1. Text analytics:

The term text analytics refers to a set of linguistic, statistical, and machine learning techniques that model and structure the information content of textual sources for business intelligence, exploratory data analysis, research, or investigation. It is extensively used to respond to business problems, whether independently or in conjunction with query and analysis of fielded, numerical data. Also, the communication with customers these days is not limited to just the written documents. It is also carried out through email, secure messaging, Facebook, Twitter, and other text-centered media. Text analytics, as call center analytics, can review and monitor not only the messages sent to customers but also the message they send to the company. This helps in having a thorough knowledge of customers’ issues.

2. Speech analytics:

The process of analyzing recorded calls to gather customer information to improve communication and future interaction is known as speech analytics. This process is used by customer contact centers to extract information buried in client interactions with an enterprise. Using speech analytics, companies can monitor calls in real time and unearth inefficiencies in their current model, and make process improvements, such as moving to a call script or developing systems for call center agents to utilize in order to achieve the desired outcome. Moreover, the technology can pinpoint cost drivers, trend analysis, identify strengths and weaknesses with processes and products.

November 10, 2024

Cross-media queuing and its components

The term “Cross-media queuing” refers to a call center methodology in which all incoming messages, be it a phone call, an e-mail, fax, interactive voice response (IVR) message, website submission or an instant message, is routed in the same way. As per a resource, Intel provided a whitepaper which states that the cross-media queuing application needs five components. Cross-media queuing is achieved with the help of technology tools that help in creating a queue engine, media interaction modules, agent application modules, configuration and administration modules and a statistical and reporting module.

The specified components and their functions have been described in detail below:

1.A queue engine:

The cross-media queuing requires a queue engine to act as a central coordination point. A system manager configures business rules. This coordination point negotiates all interactions with customers based upon these business rules.

2. Media interaction modules:

Customer queries may be received through a number of channels. In order to accept incoming customer queries from media channels and send the queries to agent applications as directed by the queue engine, media interaction modules are needed.

3. Agent application modules:

Customer queries arrive every now and then at call center agents’ desktops. Therefore, in order to enable automatic management of these queries, agent application modules are needed. The modules could be built by the system developers. Agent application modules can even be modified to be integrated into specific desktop applications.

5. Configuration and administration modules:

Configuration and administration modules are the ones that system administrators can use to establish business rules for routing media configure and manage queuing features.

6. Statistics and reporting module:

This type of module is required for recording and reporting purpose in a cross-media queuing system. A statistics and reporting module records and reports upon the flow of communication. It also lets you measure the system’s performance and record it as well.

November 9, 2024

Screen pop and its importance in a customer support center

A screen pop is an enticing feature of a computer telephony integration (CTI) application. It automatically displays all of the relevant caller and account information on a call center agent’s screen during a call. In order to match the incoming call against a customer database, caller ID , voice response or an automatic call distributor (ACD) may be used. This is done to identify the caller before the connection is made to the agent.

In other words, a screen pop is a feature that automatically displays caller information on call center agent screens when a call rings into the system. It is also known as automatic screen pop, automated screen pop.

How it works:

i) A customer or prospect reaches out via a phone call

ii) As soon as the call center software receives the call, it alerts the agent.

This alert includes information that there is a caller on the line and other relevant caller information found in the system. A screen pop can pull the data from a number of sources. As an example, some of this information can be pulled from public databases like data.com. However, the main information present in a screen pop should come from a company’s robust database as accessed through their call center software and helpdesk systems.

A number of advanced call center software solutions allow for customized screen pops, where companies can choose specific information to be displayed. Generally, this may include the caller’s name, phone number, address, email address, company, job title, information entered in your IVR, and other relevant information.

The screen pop feature is of utmost importance for a customer support center as it is a way to ensure that call center agents are primed to help customers even before the call is answered. Also, it is easy and automatic. Moreover, it allows agents to personalize conversations from the get-go, which improves customer satisfaction. This personalized service speeds up call resolution and helps your company stand out of the crowd.

November 9, 2024

All you need to know about ITS in a call center

In call centers’ context, ITS stands for issue tracking system. It is also known as trouble ticket system, support ticket, request management or incident ticket system. An ITS is a computer software package that manages and maintains lists of issues, as needed by an organization and is used in its customer support center. They are basically used to create, update, and resolve reported customer issues, or even issues reported by that organization’s other employees. As a matter of fact, support ticket should include vital information for the account involved and the issue encountered.

In most cases, an issue tracking system also contains a knowledge base containing information on each customer, resolutions to common problems, and other relevant data. An ITS is similar to a “bug tracker”, and often, a software company will sell both. In fact, some bug trackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system is considered one of the “hallmarks of a good software team” as it enhances the quality of customer service.

A ticket element, within an issue tracking system, refers to a running report on a particular problem, its status, and other relevant data. They almost always have a unique reference number, also known as a case, issue or call log number which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user’s issue or request. Also, they are commonly created in a help desk or call center environment

As far as issues are concerned, they can have several aspects to them. An urgency value may be assigned to each issue in the system, based on the overall importance of that issue. Of all the issues, low or zero urgency issues are minor and should be resolved as time permits. Other details of issues include the customer experiencing the issue (whether external or internal), date of submission, detailed descriptions of the problem being experienced, attempted solutions or workarounds, and other such information.

November 9, 2024

What is meant by skills-based routing?

Skills-based routing refers to a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It can be considered as an advancement to the ACD systems found in most call centers. Call centers these days have become larger and have to deal with a wider variety of call types. Skills-based routing comes as a perfect solution to this problem. A successful skills-based routing strategy enables you to increase agent productivity by allowing agents to draw on their personal knowledge and experience base to answer questions faster. this further reduces call-handling time, increases the likelihood of first-call resolution and increases customer confidence and satisfaction.

A simple automatic call distributor (ACD) system might do nothing more than route calls to the next available agent irrespective of that agent’s expertise and skills. On the other hand, skills-based routing allows contact centers to designate agents as specialists in certain products or issues. Basically, skills-based routing is used to assess the skills needed for a particular call by the dialed telephone number and the calling number or caller’s identity, as well as choices made in any associated IVR system. Thereafter, this highly efficacious system attempts to match the call to a suitably trained agent. The basic idea behind the functioning of skills-based routing is that an agent with matching skills will be able to provide a better service and enhance the customer experience.

According to manufacturers skills- based routing provides the following benefits:

i) it improves customer service

ii) shortens call-handling time

iii) makes training shorter and easier

iv) increases agent utilization,

v) boosts productivity

vi) increases revenue growth

Thus, skills-based routing has become a major selling point, over the simpler ACD that it replaces efficaciously!

November 9, 2024

Tips to reduce call center shrinkage: II

1. Forecast down to appropriate intervals:

A particular number of agents is needed at different times of day to handle typical call volumes. This number is termed as “Base staff” and varies by time of day or day of the week. It is said to be a good practice to forecast down to about 15- or 30-minute intervals and to take into account variations in both volume and average handling time. This would help reduce call center shrinkage to a large extent.

2. Employ WFM application:

A WFM application with schedule adherence allows you to measure call center shrinkage at a granular employee level. It has the ability to track the exact time spent in planned and unplanned shrinkage. It can help manage shrinkage in a suitable manner in the season based environment. Moreover, it enables you to calculate the impact of absenteeism, late individuals etc on the service that you deliver to your customers.

3. Avoid flat lining or rounding off the shrinkage:

You should avoid flat lining the call center shrinkage across the year. Instead, consider analyzing the trends related to shrinkage. The reason being, categories such as sickness, training etc cannot always be the same every week or month of the year. Also, you need to make sure that you use decimal points and do not round off the figures in the respective calculations. This is because even 0.1% has the potential of adding up to a cost over the course of a year.

4. Consider individual calculations for different departments:

In a multi-department call center, shrinkage should be calculated individually rather than for the centre as a whole. This leads a better and more efficacious calculation.

Individual calculations of different departments

5. Determine strategies that would reduce shrinkage for your business:

Based on the trends related to call center shrinkage and further calculations, base staff can be determined so as to facilitate a productive work schedule. Consider analyzing the data gleaned from monitoring the factors affecting shrinkage and discussing it with the entire team. Thereafter, you can determine and employ strategies that would work best to reduce shrinkage in your business

November 8, 2024

Importance of callback messaging for call centers

Callback messaging is a service that allows callers to leave personal contact information, either spoken or through the number pad so that an agent can call them back and they retain their place in the queue. This is very useful when call volume is high. This amazing feature offers the caller an alternative to either holding on the line or losing their place in the queue.

1.Shortens the call length:

Keeping your customers on hold for long intervals can cause frustration. They tend to loose patience with time and finally when the call is connected they often waste time complaining. Instead of starting off with the query that they called for, they angrily talk about their bad experience hence, increasing the length of the call. Callback messaging can help you start every conversation off smoothly, resulting in lower handle times.

2. Exempts call abandonment:

With high call volumes, call centers are left with the only option of telling their customers that “your call matters to us, please be patient” so many times. As a result, they hang up the phone and abandon the call. With the help of a callback messaging solution, customers have an option of receiving a call whenever an agent is available. This reduces call abandonment to a large extent.

3. Deflates telecom costs:

As a matter of fact, a PSTN line is occupied the whole time when a caller is kept on hold. Often, a toll-free DID at a premium per-minute rate. Callback messaging facility eliminates the telecom costs associated with hold time as no PSTN line is occupied.

Cost reduction — diagram of slope on white background

4. Enhances customer experience:

When customers are kept on hold, they tend to get irritated and abandon the calls. Since their calls go unattended in these cases, so, this leads to bad experience. Replacing hold time with a callback enhances the experience you provide to customers, hence, exceeding their expectations.

5. Increases productivity:

Callback messaging helps make more efficient use of agents by smoothing out the peak periods. this aids in improving call center productivity and reducing the need to hire additional resources. It further lowers the number of repeat callers, hence, reducing spikes efficaciously.

November 8, 2024

Why you should employ a predictive dialing system: II

1. Helps organize and maintain client database appropriately:

Making use of a predictive dialing system can help organize and manage the client database and maintain all relevant records systematically. In other words the manual process of manually scribbling down the notes is replaced by an automated one. Also, it can rework the call structure based on the record of previous calls, so the fear of misplacing the data is eliminated as well. Predictive dialing provides you a separate list of numbers which were busy or had received no answers, so that, you can call these. In addition to this, it also mantains a do-not-disturb log so that the manager knows who doesn’t want to be called again. The entire process helps filter the other numbers which don’t have any potential of generating sales so that the agents can focus entirely on the productive ones.

2. Keeps the database updated:

The predictive dialing system helps ensure the database is always up to date. Relevant information about the customer and past call history are taken into consideration. Also, separate call-back lists are maintained along with the time of preferred calling. The predictive dialing system automatically places the call at the right time, puts an agent on the call and supports him on a real-time basis with the relevant and updated information required to handle the call and solve the queries.

3. Improves administration-workforce relationship:

Sice in this system, workload is assigned by an automated system, so, all the agents get an equal chance to improve. This makes the work challenging and hence, improves the efficiency of each agent working in a team. Also, it helps improves agent morale and makes it easier for them to fulfill sales targets. This further improves the professional relationship between the administration and the workforce.

4. Cost reduction

With this highly efficient system, there is no room for an expensive PBX setup or an operator who manually maintains the call log or routes calls to agents. Thus, it helps in cost reduction to a large extent.

November 8, 2024

Advantages of using a power dialing system: II

1. Improves idle rate per agent:

Power dialing system refers to an automated telephone dialing system that connects prospects with agents more efficiently by allowing agents to focus on live connections instead of manual dialing. It makes use of a manually-configured calls-to-agent ratio based on which the system automatically dials the next contacts as soon as the agent becomes available. As a result, the agents do not have to waste their time managing list of telephone numbers and rectifying errors. They can simply focus on enhancing their interaction skills with frequent coaching and training sessions. Power dialing system ensures maximum engagement with the customers such that the agents are always connected to a live call hence improving the idle rate per agent and boosting customer satisfaction.

2. Eliminates time wastage:

Whenever a call is placed, there are a number of reasons for agent time wastage, some of them being uninterested parties, busy signals or empty households. Employing a power dialing system helps eliminate all these possibilities and ensures that the agents connect with the right prospect at the right time. It further eliminates unanswered calls, dropped numbers and automated answering machines. This is how time wastage is eliminated and unproductive calls are avoided.

3. Boosts sales:

Now, with all the advantages mentioned earlier, call centers can gain huge profits and long-term customer relationships. As mentioned earlier, power dialing system helps you eliminate time wastage, increase agent productivity, generate and nurture leads more efficiently, and also avoid missing opportunities. Collectively, all of these advantages lead to a bigger advantage i.e. boosted sales. With the help of power dialing system, call centers can witness their sales to get double or more. It further leads to improved ROI as it not only increases the quality of calls dialed but also the quality of customer interaction and hence, customer satisfaction.

November 6, 2024

Steps to design an effective quality monitoring process

Quality monitoring process aims at evaluating the agents in an effective manner. It is employed to identify the calls failing to meet predefined standards. Thereafter, you can make informed decisions to make the process better, faster and quicker. The following steps need to be followed when trying to design an effective quality monitoring process:

1. Determine and define the objectives:

The very first step of this process is to determine important goals. Once it’s done, these goals need to be defined along with intended results. Based on the goals and intended results, tasks should be assigned to the various individuals.

2. Educate the agents about the process’s merits:

When you decide to install a quality monitoring system, you may face resistance from the agents. You can combat this problem by explaining the merits. This would encourage them to support you.

3. Call selection:

Non-routine customer calls need to be selected for greater effectiveness of your QA program. These calls include the ones:

i) that were transferred multiple times

ii) those were either shorter or longer than usual

iii) that originated from certain geographies or customers

iv) that involved some particular activity on the PC screen of the agent

4. Conduct a monthly audit procedure:
Conducting a quality audit procedure can help examine the various qualities and skills like adherence to processes, product knowledge, call control, courtesy, empathy, accuracy, and clarity of voice. The scoring evaluation should be capable of reflecting the goal of a contact center. Moreover, scorecards or quality monitoring forms should be arranged by categories.

5. Make use of process maps:

Consider creating and documenting a process map for the call center’s quality monitoring system. The document should describe responsibilities of people, their roles, and the techniques/tools to be used. Calls recording should be employed and the agent must listen to his/her own calls from time to time to conduct a self-assessment.

Category: improve customer support

Best strategies to curb agent attrition: III

Benefits of ANI in customer support centers

What is an ANI in a customer support center?

All you need to know about high-touch customer service

How to curb longest delay in queue

Tips to reduce FCD in a call center: II

Tips to reduce FCD in a call center: I

All you need to know about FCD and its impact on call centers

A complete guide to call center analytics: III

A complete guide to call center analytics: II

A complete guide to call center analytics: I

Cross-media queuing and its components

Screen pop and its importance in a customer support center

All you need to know about ITS in a call center

What is meant by skills-based routing?

Tips to reduce call center shrinkage: II

Importance of callback messaging for call centers

Why you should employ a predictive dialing system: II

Advantages of using a power dialing system: II

Steps to design an effective quality monitoring process

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