customer Archives - Page 2 of 2

December 5, 2023

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.

December 3, 2023

All you need to know about call scoring

Call scoring is a process that enables you to derive additional benefits from efforts to analyze recorded calls for information. This process can benefit customers, agents and company sales and marketing plans. It provides a systematic means to conduct these reviews and identify the weakest areas of agent performance. Moreover, it lets you know the steps necessary to improve the agent’s performance.

Contact center call scoring can be regarded as a useful training and management tool. Scorecard is an essential element in the entire process. Using this scorecard and setting contact center standards, you can improve your contact center performance. Call scoring can be done by determining whether:

i) the customer was met with a friendly greeting or not

ii) he/ she was asked their name and was it used during the call

iii) the agent keeps a positive attitude across all customer contacts

The very first step in the call scoring process is to determine what elements are important in each customer engagement. This is followed by a process of knowing how each effort should be scored against these pre-determined criteria. As a matter of fact, most of the scorecard elements are fairly standard and are derived from dividing a call into segments. Moreover, the calls can be scored on a 1-10 scale, or 9 in the form of A-F letter grades.

A basic open-middle-close format is employed in many companies. This approach focuses on determining:

i) how the customer is greeted

ii) how the problem or question is resolved

iii) how the call ends

iv) whether the agent was able to answer all questions

v) whether the agent was friendly when the caller was hostile

vi) if any upsell opportunities were missed

Once the scoring has been done, the results can be shared with each agent. Additional training can also be scheduled in cases where the agent performance falls below the expected level.

December 2, 2023

Benefits of using speech analytics: I

As we mentioned in an earlier post, speech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The information cumulated using speech analytics can be used to discover information relating to strategy, product, process, operational issues and contact center agent performance. Moreover, it can be leveraged to identify areas in which contact center agents may need additional training or coaching, and can automatically monitor the customer service provided on calls. Easing out a number of processes at the call center, speech analytics provides a number of benefits.

1. Helps manage operational and performance issues:

Speech analytics can be used by call center managers to monitor customers and call center agents simultaneously. They can actually keep an eye on their performance in order to make sure regulatory requirements are met. Moreover, this highly efficacious technology can be used for coaching call center agents. Well trained agents are efficient enough to resolve customer queries which further improves first call resolution and reduces call volume. In other words, operational and performance issues that occur throughout the enterprise can be tracked and managed, hence, resulting in improved service quality.

2. Provides valuable insights regarding marketplace:

Not only call centers but the entire enterprise can benefit from speech analytics. As an example, sales organizations can leverage the power of this amazing technology to identify up-sell and cross-sell opportunities. The tools engaged in this process can actually be used to track the effectiveness of marketing campaigns. Sales managers can utilize the data gathered using speech analytics to learn about how a particular up-sell or cross-sell impacted a customer’s level of satisfaction. They can also determine how different customer demographics respond to the offers, using this technology. This does not end here! Personalized up-sell and cross-sell opportunities that meet a customer’s specific needs can also be created using this wonderful technology.

December 2, 2023

Blended universal queue system and its advantages

Blended universal queue, more appropriately known as the universal queue (UQ) refers to an advanced concept in contact center design. As per this concept, multiple communications channels (such as telephone, fax, and email) are integrated into a single queue to standardize processing and handling. In other words, the universal queue is essentially a combination of email, chat and other data enabling universal queuing along with call blending.

Importance:

1. Universal queue system provides a single unified workflow which integrates all the various trouble tickets, CRM cases, mobile, social and traditional channels into a singular entity so as to eliminate improper handling of customer issues.

2. This highly efficacious system allows the customers to opt for a communication channel of their choice. Thus, people who do not wish to talk over a phone call can use email or another such channel of communication while the ones who are comfortable with calls can directly talk to the agents for query resolution.

3. Blended universal queue system provides improved cross-channel flexibility. This further results in an enhanced user experience leading to a higher customer satisfaction.

4. As far as the business agents are concerned, they can leverage the universal queue to gather valuable insights and information available across the various channels. This may help them manage their customer care workload more effectively.

5. The universal queue system helps in increasing the productivity of an organization by providing the facility of optimizing work patterns of its employees according to the operational requirements of the center.

6. It facilitates a smooth delegation of work among the agents according to the customer priority, availability, and their individual skills. Moreover, this technology is capable of identifying as to which of the channels need precedence over the rest of them, based on the individual priority.

November 30, 2023

Call abandonment rate and its elements

An abandoned call refers to a call or any other type of contact proposed to a call center but ends before any communication takes place. Call abandonment rate better known as “Abandon Rate” further refers to the percentage of inbound phone calls made to a call center or service desk that are abandoned by the customer before speaking to an agent.

Types of abandoned calls:

Short abandoned calls:
Calls abandoned in the IVR:
Transferred calls

Calculating abandon rate:

The mathematical formula to calculate abandon rate is as follows:

Abandonment rate % = [Number of Calls offered – Number of Calls handled] / [Number of Calls offered] * 100

There exists a revised formula for the above calculation which excludes shortly abandoned calls ( occurring due to various reasons):

Abandonment rate % = [Number of Calls offered – Number of calls abandoned in 5 seconds – Number of Calls handled] / [Number of Calls offered – Number of calls abandoned in 5 seconds] * 100

Common mistakes regarding abandon rate calculation:

i) Excluding short abandoned calls:

Generally, calls that abandoned in the first 5 seconds are excluded due to two reasons:

Customers dial the wrong number and only realize when the call is connected.
They dial the right number but think they may have dialled a digit incorrectly and then hang up and redial just to be sure.

ii) Failure to measure calls abandoned in the IVR:

The correct procedure of calculation is measuring the abandon rate from the telephone network side of the system and not the agent queue. But unaware of this fact, many people fail to measure calls being abandoned in the IVR. The reason being that they had chosen to only start the statistics from the moment that people left the IVR and joined the queue proper.

iii) Counting transferred calls as two different ones:

This is yet another mistake that people often make. It is not a correct method of abandon rate calculation if you count transferred calls as calls that have been handled twice.

November 30, 2023

How to deal with a difficult customer: III

1. Leverage the power of your smile:

Callers would appreciate calm and friendly demeanor. Donning a pleasant expression automatically helps your voice convey friendliness and openness. On the other, staying straight-faced, on the other hand, immediately removes that kindness from your voice. Therefore, try greeting a pretend client as you would on the phone i.e. out loud, first with a smile and afterwards without. This would help you deal with a difficult customer and please him/ her. Moreover you would not be subjected to hear hear more of a strain indicating that you do not really want to be talking to this person right now !

2. Understand that nothing is meant to be taken personally:

There are many instances where while dealing with a difficult customer, business owners or customer support agents take it personally. It needs to be understood that customer is being difficult due to past experiences with other companies. It is a fact that customers who have had bad prior experiences with other companies are often hyper-sensitive and read into things too much and often end up becoming difficult over the smallest things. Whenever any such case is encountered, it is important to calmly and clearly put the situation into perspective for the customer and assure them that their queries will be resolved in the shortest possible time span. This will lead to the customer being calmer and more cooperative.

Dont take things personally — Don’t take things personally

3. Business owners and customers desire the same thing:

A pleasant, happy and speedy transaction is what both business owners and customers desire. Therefore, while dealing with a difficult customer, business owners can resolve any disputes by letting the customer know they are willing to fully work with them to make them happy. Letting the customer know they are there to help will lead to the customer becoming less difficult and easier to work with.

November 30, 2023

How to deal with a difficult customer: II

1. Let your customer’s know that you care:

In order to deal with a difficult customer, numerous of strategies can be employed. It becomes crucial to show concern for the customer’s feelings. Your voice communicates your attitude when handling customers on call. People respond more to how you say something than what you say, so, try to be as polite as possible. Your words should be convincing enough to make your customers realize that you care.

2. Let your client vent:

Never try to interject with a solution or even interrupt with clarifying questions when your client is bursting out. In most cases, clients are looking to release their frustration. Since it is a part of the job, so, it cannot be ignored but a clever tactic can be your savior. You can mute your end and let the client vent. As a matter of fact, giving the client full rein over the conversation for the first few minutes helps him or her get out those frustrations, blow off some steam, and eventually, be able to focus on getting to a resolution.

3. Exclude the blame game:

Instead of blaming others or your company, use indirect approach or “I” statements when trying to clarify. In order to explain what went wrong, use either the indirect approach i.e. asking relevant questions before refunding or “I” statements like “I need additional information.” as much as possible. Never acknowledge that you or your company is to blame as it could lead to lawsuits.

4. Use caller’s name in the conversation:

Interjecting the caller’s name into the conversation is yet another strategy to deal with unfavorable situations and a difficult customer. Addressing your client with the given scripts without using his/ her name sounds a lot more formal and much less sincere. Once you use a name, you are suddenly speaking with a real person who has a legitimate reason behind his or her frustration.

5. Go above and beyond to solve customer problems:

Try leaving no stone unturned in solving your customer’s issues. Never avoid solving their problems even if solving the customer’s problem isn’t among your job duties. Try to get all the facts you can, and then tell the customer how you can help. This would further help you tackle a difficult customer as well.

November 30, 2023

How to deal with a difficult customer: I

In today’s era, quality customer service is a necessity when you are trying to stand out of the crowd. It helps you differentiate your competitors. Businesses with poor customer service risk losing revenues, profits and even going out of business. You need to know that dealing with difficult customers is a part of any business and it is inevitable that you will need to deal with a difficult customer from time to time. As a matter of fact, you can’t control anyone else’s behavior. All you have control over are your own actions. However, you can influence how customers respond to you to some extent. Here are some steps to handle such situations:

1.Listening is the key:

Understand that the customer desires to be listened. So, just tune in to the customer rather than looking for the nearest exit. Strive to acknowledge and understand the customer Let the person talk, and pay close attention to whatever he/ she says. You may even repeat or paraphrase some of what you hear.

2. Mirror your customers and connect accordingly:

In order to prepare yourself for handling difficult customers, you first need to mirror them. Some of your customers may have high technical knowledge and others may need high-level explanations. Some may need extra reassurance that things are going to be fine while others do not want to waste time unless you can offer a solution on the spot. Identifying and categorizing your customers accordingly can help you connect better with them. They will feel more like you truly understand what they want you to. Moreover, this will help them be more open to your assistance.

3. Never argue or show lack of interest:

Make it a point to never argue with customers when they are angry, displeased or complaining. When you allow a customer to push to an extent where you lose control of yourself, you lose control of the situation. Showing boredom, irritation, disdain or displeasure can make you lose a good customer.

4. Think before acting:

Dealing with difficult customers requires thinking before responding. Responding when angry can lead to nasty situations. Therefore, responses should exclude personal emotions and be given carefully.

November 28, 2023

Uses of automatic speech recognition system: I

By now, we are familiar with the automatic speech recognition technology. We have already discussed about its basics, working and benefits. Now, let’s take a look at its uses. Automatic call recognition can be used for the following purposes:

1. Handle high volumes of customer service enquiries:

Automatic speech recognition system is highly beneficial for businesses that have very high volumes of calls from repeat customers. It is useful in cases where calls occur in irregular peaks. The problem of high volumes of customer service queries can be solved by diverting the calls depending simply on their nature.

2. Identity authentication:

ASR technology proves to be highly useful where you need to authenticate someone’s identity on the phone without using personal data. Some advanced speech recognition systems provide an answer to this problem in the form of voice biometrics. The system allows you to create a voiceprint based on specific text such as ‘Name’ and ‘Account Number’. This information is then stored against the individual’s record, so that whenever they call again, they can simply say their name and if the voiceprint matches what they have stored, then the person is put straight through to a customer service representative. The benefit of this technique is that it takes less than 30 seconds and also bypasses the need for the individual to have to run through a series of tedious ID checks such as passwords, address details and more.

3. Put caller’s through the right department:

By applying speech recognition, you can allow callers to choose a ‘self-service’ route or alternatively ‘say’ what they want and be directed to the correct department or individual. This technique helps in in three ways:

i) It ascertains what the call is about

ii) It takes the customer through security checks or other parameters if required

iii) Lastly, it transfers the customer to the appropriate member of staff.

The details that the customer has already provided appear on the screen so that they do not have to repeat the information. In other words, it helps the customers to voice their needs in the most appropriate manner.

Directing the callers to the right department

November 27, 2023

Incredible benefits of IVR technology: II

1. It encourages automated customer service:

Automated customer service means that customers are enabled to solve their own problems and obtain the required information without speaking with an agent. Therefore, IVR systems simplify the customer service by automating it.

2. It enables handling of large call volumes:

Companies are allowed to easily handle high call volumes with the help of IVR systems. By employing this technology, callers are automatically directed to the most appropriate agent or department or they have to wait in a queue when all agents are busy. Another solution for such instances is that the systems allow the caller the option of having an agent return their call rather than wait in a queue.

3. It helps keep customers happy:

Different customers have different preferences. For example, some would prefer to get the answers they need by interacting with a recording rather than speaking to a live person while others may insist on it. IVR systems let the customers have whatever they require, thus, keeping them happy.

4. It helps create a sense of professionalism:

In case of startups and smaller companies IVR technology can be used to make the company appear larger than it actually is. Moreover, IVR prompts can be configured so as to allow callers to talk to sales, support, marketing or technical support, etc. They will be routed to the person on your team assigned to answer all of the calls, regardless of the department they choose. In other words it helps create a sense of professionalism that can help impress the customers.

Improve company's image — Improve company’s image

5. It reduces operational expenses:

IVR systems are very affordable as they replace a receptionist or a customer service agent who answers calls and directs calls to agents. This in return increases efficiency and reduces operational costs which further results in a huge ROI.

November 26, 2023

Tips to reduce average handle time: II

1. Inculcate short and pleasant customer greetings:

Visitors love being treated appropriately. Therefore, opening and closing greetings are critical to create a positive customer experience and also help in reducing average handle time. Whether automated or manual, it needs to be ensured that such greetings are short and pleasant. Instead of asking unnecessary questions, relevant questions should be asked such as “Hello Mr. ABC, how may I help you?”. Apart from reducing the average handle time, this would also instigate the customer to come directly to the point. Moreover, he/ she would definitely get impressed with the brand’s friendly attitude. Conversations can also be personalized by keeping the customer’s data up-to-date.

2. Ensure system efficiency:

Call center managers must ensure the system’s efficiency. In other words, every aspect of the system should be efficacious including the load time, number of window tabs that could be opened at one time etc. This is crucial because when system response time is slow, agents wait longer for their computer screens to refresh which adds unnecessary minutes to the overall call. Therefore, managers can take note of their system efficiency during the busiest hours of operation in order to employ strategies to reduce AHT. Moreover, the telephone lines should be up and running, with 100% voice clarity and multiple menu options such as mute/un-mute, record, etc.

3. Leverage knowledge repository:

The call center agents should be provided with necessary knowledge base so that they can quickly identify the relevant answers to some tough queries. Such that instead of thinking about the tough questions asked by the customers, the agents can quickly check the knowledge base to find the right answer, hence reducing the average hold time and eliminating customers’ dissatisfaction.

4. Make use of self service technologies:

Self service technologies such as the IVR technology helps in improving the efficiency of the customer support system. IVR collects basic customer information, presents answers to common queries such as address, hours of operations, and routes the calls to the right agent, which saves a considerable amount of time. Therefore, you need to make sure that your call center is equipped with an efficient call center software with features such as ACD, intelligent IVR system and skill-based routing. These self service technologies reduce the workload of the agents to a large extent.

November 26, 2023

Tips for reducing average handle time: I

Average handle time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. It includes both hold time and talk time.

The formula for calculating AHT is:

Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap-up Time) /Number of Calls Handled

Therefore, a low AHT indicates good performance, while a high AHT signifies that call handling technique needs improvement. Here are some tips that can be considered in order to reduca the average handle time:

1. Set up regular training sessions for customer support agents:

Customer support agents should have a thorough knowledge of company’s products and services so that they are able to contribute efficiently towards conversions and are also able to resolve customers’ queries at the earliest. They should be trained at frequent intervals in order to help them reduce AHT. All the agents should be aware about the usage of the contact center software and tools such as CRM and chat to ensure that the call is answered in the lowest time possible leaving the customer satisfied. They should also know whom to contact in case of any doubt and from where to extract any relevant information.

2. Record all inbound and outbound calls:

Recording every inbound and outbound call makes it easier to assess the productivity of an agent and other issues that might affect his or her output. Moreover in cases where managers are not able to review calls in real time, they can always refer to the recorded version and get the desired insights. Apart from this, coaching the customer support agents with the help of call recordings is the best way to improve their performance. Making them listen good examples of calls wherein the customer’s problem was resolved and the handling time was less can help them learn the valuable tactics of reducing call handling time.

3. Automate agents’ manual tasks:

One of the best strategy to reduce AHT is tailoring agent’s workflow and processes in order to optimize their productivity. For this purpose managers should work hard so that inefficiencies can be spotted and eliminated thereafter. AHT can also be reduced by automating all their manual tasks which would minimize their busy time to a great extent.

November 25, 2023

Benefits of co- browse technology: I

By now all of you are quite familiar with co- browse technology. Apart from being a great tool for the success of a website, it offers a number of benefits to the companies and sites inculcating this technology. Some of those benefits have been mentioned below:

1. It improves support accuracy:

Co- browse technology helps to improve support accuracy by seeing exactly what the customer is seeing. Through screen sharing you can actually see what steps he is taking, what errors he is getting, reasons responsible for that error and more. Co- browsing helps ensure complete resolution as you’ll be solving the issue together with your customer.

2. Higher conversion rate:

Co-browsing lets the agents have a look at the customer’s browser tab to guide them through your website and support them with the buying process. Resolving purchase related queries during this process helps clarify their purchasing decision which results in higher conversion rates and thus higher revenue per call.

3. Increased customer contentment:

The attention span of visitors is very short and so is their patience level when they are online. So, they appreciate being helped quickly and efficiently, and having their issues resolved instantly. Most communications channels available show that customers demand fast fixes for their problems. Co- browsing is one such technology that can be used to provide quick fixes to customers’ problems. Companies can successfully meet their customers’ expectations by using such services that provide fast customer service.

4. Reduction in call handling time:

Another advantage or benefit that co- browsing offers is the reduction in call-handling time. This further increases agent utilization and reduces costs. Co- browsing involves sharing screen space online and being able to have a look at the customer’s screen which results in more involved and motivated agents. In other words, this technology actually helps to shave off all the time spent articulating what is on the screen, what the customer did previously, and what the customer should do next as it makes chats and calls more efficacious.

November 24, 2023

Strategies for generating B2B leads online: I

In the previous post we talked about B2B lead generation and its components. Now let’s take a look at the strategies that can be employed to generate leads online:

1.Email marketing:

It refers to sending a commercial message to a group of people (typically potential or current customers), using email. It basically inculcates the use of email to send advertisements, request business, or solicit sales or donations, and is meant to build loyalty, trust, or brand awareness. Email marketing can be carried out using:

Transactional emails: These emails are usually triggered based on a customer’s action with a company. To be qualified as transactional or relationship messages, these communications’ primary purpose must be to confirm a commercial transaction that the recipient has previously agreed to enter into with the sender, along with a few other narrow definitions of transactional messaging.

Direct email: It involves sending an email solely to communicate a promotional message (for example, an announcement of a special offer or a catalog of products).

Mobile email marketing: It develops large amounts of traffic through smartphones and tablets.

2. Social marketing:

This type of marketing involves leveraging social media to generate leads online. Businesses can use it to generate and nurture millions of dollars worth of leads. As a matter of fact, one of the most obvious ways to generate B2B leads from social media is using LinkedIn. Since social media is an integral part of content marketing, and to some extent, search marketing, so, your blogging or info graphics can be extremely successful if you are active on social media platforms.

In order to integrate social networks into their marketing strategies, companies have to develop a marketing model. One such model includes the following steps:

Selection of the correct social networks to use
Setting out a financial plan for hiring social media brand managers or consultants
Designing organizational structures to manage the social network in the companies’ market
Selection of target markets
Selection of the products, services, brands or company messages that you plan to promote
Performance measures for the social media strategy such as evaluation, data analytics, etc.

November 21, 2023

How to leverage PPC for lead generation: II

1. Ensure relevance between your PPC ad and landing page content:

When online users have queries related to a particular topic or want to know more about a product or service, they search the required information using specific keywords. Also, if your ad is focused on the desired certain keyword or topic, it is expected that your landing page would provide more information about that particular keyword or topic. The users would definitely be turned off if your landing page content talks about everything else except what’s mentioned in your PPC ad. Therefore, your content should be optimized in such a way that it entices landing page visitors to become a lead or a customer.

2. Employ convincing tools to support your ad claims:

For effective lead generation support your PPC advertising campaigns with evidence. This will help you gain the trust of your target audience. You may employ convincing tools such as customer testimonial, slideshows, white papers, and eBooks. these tools could support your claim as a reputable product or service. You can also feature prominently trusted seals from organizations or agencies that will increase your credibility, gain your targeted audiences’ trust, and convert them into long-term customers.

3. Entice your visitors with giveaways:

You may entice your visitors by including rewards and offers that you would give them in exchange for their sign-up information to a blog or newsletter. These giveaways may include webinars, ebooks, videos, presentations and more. Make sure that these rewards and offers are well-designed to give your web visitors something of value that will tempt them to know more about your brand, product or service. Also, it is suggested that you place your offers near your lead generation form, with customized graphics and text that will convince people to make a response to a particular call-to-action.

Tag: customer

Advantages of using a power dialing system: II

All you need to know about call scoring

Benefits of using speech analytics: I

Blended universal queue system and its advantages

Call abandonment rate and its elements

How to deal with a difficult customer: III

How to deal with a difficult customer: II

How to deal with a difficult customer: I

Uses of automatic speech recognition system: I

Incredible benefits of IVR technology: II

Tips to reduce average handle time: II

Tips for reducing average handle time: I

Benefits of co- browse technology: I

How to leverage PPC for lead generation: II

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