information Archives - Live Chat Agent

December 8, 2023

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.

December 7, 2023

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.

December 7, 2023

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.

December 6, 2023

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.

December 1, 2023

Your guide to speech analytics software

Speech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information regarding client interactions with an enterprise. Speech analytics is somewhat similar to automatic speech recognition, however, it can also be used for analyzing the topic being discussed, which is weighed against the emotional character of the speech and the amount and locations of speech versus non-speech during the interaction. The technology can be leveraged to know about cost drivers, trend analysis, identify strengths and weaknesses with processes and products, and help understand how the marketplace perceives offerings.

Speech analytics applications are capable of spotting spoken keywords or phrases, either as real-time alerts on live audio or as a post-processing step on recorded speech. It can also be used for categorization of speech in the contact center environment to identify calls from unsatisfied customers.

Call centers employ speech analytics software to identify things like the reason for the call, the products mentioned and the caller’s mood. Speech analytics software is capable of quickly identifying a customer’s needs, wants and expectations if used efficaciously. Moreover, it also helps in identifying areas that need improvement for agents and the business.

Speech analytics software can also be used to monitor and coach agents. It can further be used for assisting in managing customers and their data. In the case of call monitoring, speech analytics software can help identify selling opportunities and track script adherence and regulatory compliance. When inculcated in the training module, this software can help to improve first call resolution and shorten call times. Operational and performance issues can be found and managed effectively through customer as well as agent monitoring.

November 29, 2023

Strategies to improve first call resolution stats: I

In our previous post, we talked about the importance of FCR for call centers. You are now familiar with the numerous benefits that first call resolution can provide you once you start using it in your organization. Now, let’s look at the some of the effective strategies that can be employed to improve your first call resolution stats:

1. Leverage knowledge database:

In order to boost the FCR rate, knowledge database can be used as a powerful tool. Provide updated, highly informative and quality knowledge databases to your agents. Make sure that the articles in the database should be clear and concise, with good instructions on how to fix the issues. The knowledge database should be efficient enough so that the agents do not have to scroll through tons of unnecessary information.

2. Train your agents and provide them superior analytical tools:

Invest in training your front line agents in all the necessary elements related to your business operations. Properly trained agents can do little even if they do not have good customer service tools and resources at their disposal. To boost the FCR stats further, you can even consider investing in an efficient live chat solution that identifies where the other person is chatting from. You can deploy tools with superior analytics capabilities and knowledge resources that make updating your FAQs and knowledge base easy.

3. Monitor call quality:

Monitoring involves checking call quality, making sure the agents are not being rude and checking that the right processes were followed . In cases where the agents miss an easy FCR, a helpful email should be sent informing them of where they went wrong and what they can do next time. Meetings can be set up in those cases where the agent is making consistent mistakes and the FCR level is far below what it should be.

November 28, 2023

Uses of automatic speech recognition system: II

1. Provide quick access to information:

Automatic speech recognition system is the best available technology if you have customers who need fast access to information. There are many circumstances when customers do not actually need or want to speak to a live operator. This happens when they have little time or they only require basic information. In such cases, speech recognition can be used to reduce waiting times and provide customers with the information they need. Using a speech recognition system, incoming customer calls are filtered according to requirements and those wanting basic information are automatically directed to the speech recognition system that quickly evaluates the nature of the enquiry through a series of prompts. However, there is an option to speak to a live operator at all times for the caller’s convenience. In addition to all this, the average call time is reduced significantly with the use of this amazing technology, hence, freeing up skilled agents for more complex calls.

2. Intelligent call steering:

Automatic speech recognition system provides an option of replacing complicated and often frustrating ‘push button’ IVR. This is done by leveraging the ‘intelligent call steering’ (ICS) which does not involve any button pushing. The system simply asks the customers about their requirements and then transfers them to the most suitable resources to handle their call. As an example, in some companies, callers dial a number and are greeted by the message “Welcome to ABC company, how can I help you?” The caller is then routed to the right agent within 20 to 30 seconds of the call being answered with misdirected calls reduced to as low as 3-5 per cent. Moreover, the system can more accurately assess the nature of the call and transfer it to the most appropriate department in the very first attempt. This further helps in reducing the call waiting time and exempting misdirected calls to a large extent.

November 27, 2023

Incredible benefits of IVR technology: I

As mentioned earlier IVR technology refers to an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR is a simple and efficacious system that will significantly reduce costs and increase efficiency within any company. It has to offer a number of benefits to the organizations employing it. Some of those benefits have been listed below:

1. It helps attain valuable information about your customers:

IVR technology helps collect information about customer’s needs and transfer calls to the most appropriate agent or department depending on their IVR input. Making use of technology to direct calls, reduces the probability of the caller being transferred to the wrong agent or department, hence, increasing the efficacy of the entire system.

2. It aids in an increased productivity:

Directing callers to the perfect department or agent to address their issues exempts the wastage of time. It also means that there won’t be any sort of confusion in finding the right answer or transferring the caller around for a query resolution. Thus, it would lead to more problems being solved in lesser time.

3. It has a provision for personalized greetings:

IVR technology allows you to record any sort of personalized greeting you want, and include the appropriate prompts to transfer callers to the corresponding department.

4. It exempts any sort of errors:

Since an IVR system does not require a receptionist for answering your calls, so, there is no chance that in the hundreds of calls received daily, a couple of them will wind up in the wrong place. Error exemption is yet another benefit provided by an IVR auto attendant.

5. It allows the usage of pre- recorded messages:

Its not always preferable to use your own voice on the IVR. In such cases, you can use pre-recorded IVR messages to make your task easier.

November 24, 2023

Top factors that cause cart abandonment: II

1. Costly products:

Extremely high cost of products is also a reason for cart abandonment. If your products are costly, people will not buy them. In other words, if you are driving up the prices, the users may look elsewhere or consider buying it for less elsewhere.

2. Discount coupons

Discount coupons may not always lead to sales because when a website has discount coupons or promotional offers, the users go in search of the coupon code and come back only if they find one.

3. Forced registration:

It is true that the more information you have about a client, the better you can market and deliver your products to them. moreover, registered users are more likely to visit the site again and develop loyalty. However, many commerce stores try to get this information through a forced registration. Not all are willing to register, so, the sites that do not allow the users to buy goods as guest visitors see a high rate of shopping cart abandonment.

4. High or late listed shipping prices:

In today’s era, people buy online so that they can get the goods delivered at their doorstep and also get a discount at the same time. But high shipping costs increase the price and may even drive the customers away. In many cases, websites try and get the customers interested in a product and once they have placed a product in the shopping cart, they cleverly add the shipping cost to the total cost.

5. Complex checkout process and lack of payment options:

As a matter of fact, the checkout process is required to be as simple, smooth and quick as possible. Making a user fill out too many forms will make him/ her abandon the cart and leave. On the other hand, there are customers who want to buy products but are forced to abandon the carts because the e-commerce website doesn’t make provisions for their convenient method of payment.

Tag: information

What is an ANI in a customer support center?

A complete guide to call center analytics: I

Screen pop and its importance in a customer support center

All you need to know about ITS in a call center

Your guide to speech analytics software

Strategies to improve first call resolution stats: I

Uses of automatic speech recognition system: II

Incredible benefits of IVR technology: I

Top factors that cause cart abandonment: II

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