Clear, unified, all-around the clock and cost-effective communication are what every business seeking great market presence requires at its disposal. Business communication is the key stepping stone to success. Though setting up fruitful and result-yielding business communication is difficult, upright call center software implementation makes it happen easily.
Almost every business which deals with the consumers directly sets-up a call center for customer assistance, telemarketing, brand promotion, and giving better customer experience. The more efficient & powerful the call center, the better will be the market image of the business. However, many businesses struggle hard to gain such perfection while handling call center operations as they think getting a PC and phone is what their call center requires. This is where they go wrong.
Establishing a call center is not about hiring some agents for handling calls from local/international phone numbers and allotting them a PC & microphone. It is way more complicated than that. You need a certain set of skills and technologies to get the things done in professional manners and we will explain all of them here.
The cloud space is the best choice.
Cloud-based call centers are capable to work without any location constraints. You use a virtual phone system that can be operated from anywhere; data can be easily migrated and can be used flexibly. Also, setting up cloud-based call-center software doesn’t exert much of a financial burden.
Go for a blended call center solution
In general, there are 3 types of call center solutions for businesses.
The first type is: [Inbound]
Inbound call center where your agents are only enabled to receive incoming calls from the customers. The call center of your favorite online store is the perfect example of this type of call center. The customers can call regarding their purchased product’s issues; new offers inquire, and so on – even on an international phone number. It has effective features to manage the call traffic and auto-transfer the calls to the next available agents. It comes into being specifically for offering great customer service experience and reduce customer churn.
The biggest disadvantage of this type of solutions is that your agents need to keep the customers’ call on hold while hunting down the right solutions for them as they can’t call them back. High call waiting to on-hold time puts off the customers and makes them more agitated.
The second type is: [Outbound]
Outbound call center which acts as a helping hand for any businesses’ sales team. In this type of call center solution, your agents can call to the customers about the new product launch, inform about on-going campaigns, and pitch them with sales. The agent calls you about a new credit card and tries to convince you to go for upgrade is using an outbound call center. Customers can’t call back on this number. This type of call center helps a business to increase the customer conversion rate and ROI.
The biggest con of this type of call center is that your customers can’t call the agents in case they are interested. They need to contact the business directly which may seem a little daunting sometimes.
The third type is: [Blended/Hybrid]
Blended call center which comes with inbound and outbound capabilities. Simply put, your customers can also call your agents about any product related concerns and your agents can also call them back regarding their queries or solutions. It helps a business to reduce the idle time of your agents as they can do telemarketing when customer calls are not coming.
If you want to have all-efficient call center software, blended one is the best choice.
Use of Business Intelligence for better customer experience
Do you know that 96% of customers will disconnect calls if call waiting time is too long and 91% out of them never returns?
Can you lose such a huge number of customers?
No business can do that as customers are what it needs to stand firm in that market. That is why rendering great customer experience is what matters the most. Around 76% of businesses consider it as their top priority. When we talk about great customer experiences, hold-time, number of waiting calls, numbers of calls received by an agent, number of active calls, average issue-resolving rate, and average speed to answer calls are some of the key metrics that a business should pay attention.
Doing all of this seems way too tedious. Thank god we have BI or Business Intelligence. Business Intelligence is a great way to improve your decision-making ability, customer collaboration, customer experience with the help of detailed data analysis, and statistics gathering. Some of the leading virtual phone systems come with the integration of key BI tools like Zoho CRM, Slack, and Pipedrive. Choosing them and using BI in full swing is what you should do.
Robust and responsive call centre software acts as a catalyst in your business’s success. So, choose it diligently and render great customer experience.
