The most common process that businesses outsource is post-sale customer dealing. In other words, customer or technical support. There are two ways in which the agency handles this process. It can either provide chat support or call support.
The system of providing support via chat is convenient yet the inclination of a customer to contact the helpline is comparatively more. One reason is that chat support is often handled by the bots whereas customers prefer to get their issues resolved through a person.
A call center gets thousands of calls in a day. A company can enjoy a better relationship with its customers only if the agency can handle the call inflow. Using a call center software enables the agency not only to effectively handle the call inflow but also to ease the job of its agents.
Having said that, let us now understand five major advantages that a business can leverage with a good contact center software in place.
The software works 24/7 without any break. Hence, better management is the first key advantage of a call center software.
The ratio of the number of calls that a center receives against the number of calls that it can answer is very huge. Every call that goes unattended causes customer dissatisfaction. This seeks for a solution that can attend every call to provide a solution that satisfies the caller. The ones that require a personal attention are immediately redirected to an agent while the ones that are general in purpose are redirected to the FAQ section.
The telecom industry is the best example for this. A customer who wishes to know the balance receives the answer from a machine. On the other hand, a customer who is facing a technical issue is redirected to an agent from the technical team.
The analytics that are generated by a call center include call handling time, customer rating, most questions asked, call volume, and products causing maximum problems.
Such analytics are very important for the agency and the company. This helps them to understand what are the problems being faced and how they can be improved. These, along with many other parameters, are monitored and analyzed to ensure that the customer is served well every time he or she connects with the company.
Moreover, the analytics generated by the software assist in keeping track of every agent’s performance. An agent in the call center earns from the salary and also from the incentives. These incentives are based on their performances which are recorded and marked with the help of a software. The overall performance of a call center improves as the software analytics help to understand the call volume for every hour of the day.
Segregate Urgent Calls
Everytime a customer calls, he or she hears a specific sequence that directs them to press a particular number. This sequence determines how important a call is.
The software company integrates the software with a pre-set sequence. This is based on the feedback that they receive from their clients. However, a company can always customize the sequence. One company may prioritize billing issues while the other may prioritize the technical issue. Depending on the principles of a company, the sequence can always be customized.
The number of calls for one issue may be higher than expected. In that case, a queue can be set-up with the help of the software. This way, the customer would know that he or she is valued and their issues will be resolved within a specific time.
It is no secret that a call center is a third-party. Every company collects data of its customers to serve them better. Since they outsource customer dealing to a call center, they are bound to share a few details of the customer with the call center.
The details shared are often confidential. Any kind of attack on the server or damage to their network can take the entire set of data away. In the worst scenario, a hostile agent may steal all the confidential information. A company always remains responsible for every incident that happens. A call center management software comes as a blessing in such scenarios.
Most of the reputed softwares have security features integrated within them. The security of data is secured from the moment the software is installed. The security ensures that the confidential data is not accessed by someone who is not authorized to do so.
A software is a silent marketing tool for every company. Imagine what happens when a customer visits a store but is not attended for a longer time. The customer leaves with extreme dissatisfaction.
Similarly, everytime a customer calls his or her call must be answered. A customer deserves the respect as they have bought the product by spending their hard-earned money. A software assists to collect data regarding the potential customers as well. When a potential customer calls and leaves with an unanswered phone call then the chances of them returning are very less. However, potential customers do return if they are attended or given an assurance that someone will call back.
Some queries that a customer or a potential customer come up with are product demo, warranty details, scheduling a store visit, reporting error/repair, and general product information.
The services of a software are not limited to just one category of call center. They extend to outbound call center services as well. All the points stated above hold their true nature for both the categories.