Call centers play a central role in the growth of many companies in both the B2B and B2C sectors. But is your call center delivering the results you need? From convincing sales leads to make a purchase to maintaining quality relationships with your existing customers, the work of your call center can have a significant impact on your company’s bottom line.
Naturally, this makes improving the efficiency and conversion power of the call center a top priority — and thankfully, you’re not alone in these efforts to get more out of your call center staff. With the help of these five tools, you can generate a better ROI from your this important area than ever before.
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It’s no secret that one of the biggest pet peeves of callers is when they get bounced around from one call center employee to another while trying to resolve their problem. This wastes time for both the caller and your employees, and usually results in an outcome where no one is fully satisfied.
With Talkdesk, this common problem is almost completely eliminated thanks to the software’s advanced routing and automated workflow technology. This system uses interactive voice response systems to send callers to the right agent the first time, ensuring that customer concerns are resolved as quickly as possible.
When you have limited resources, finding and contacting new leads can be easier said than done, but not with Boomsourcing on your side. Boomsourcing identifies potential leads and then increases the efficiency of sales calls by using what they’ve dubbed Perfect Pitch technology — a process that combines automated responses with live agent monitoring.
The use of this technology ensures that each sales pitch is fully compliant with a company’s standards and that sales agents stay on-script during their pitch to deliver a more effective message. By keeping your sales messaging consistent for every customer, you can enjoy significant customer growth.
3) Zendesk Talk
Not every customer interaction is going to require a phone conversation, but do your agents have the ability to use other forms of communication? Zendesk Talk makes it easy to respond to customer needs by allowing your sales team to manage phone calls, emails, and even texting all in the same platform.
Better yet, your sales representatives receive a full customer history report the moment they begin a conversation. By viewing order details, past tickets and other important customer data points, they will be better equipped to provide personalized support that solves a customer’s concerns quickly and effectively.
Another frustrating issue for would-be customers is when they are placed on hold and forced to spend countless minutes listening to the same music play over and over again. This can be especially problematic when a lead is calling for more information on your product or service, or if an existing customer is calling with a complaint. If kept on hold for too long, these individuals are likely to hang up and cause you to miss out on potential conversions.
To eliminate this problem, a key feature offered by Vocalcom is what it terms a “virtual hold.” Rather than subjecting customers to an excessive wait time, they can instead choose to receive a return call from one of your agents when they make it through the queue. Their name and number are saved for the next available agent to make the return call, ultimately helping everyone make better use of their time and increasing your conversion rate.
5) Aspect Back Office
While sales professionals receive the majority of the focus in call center optimization, taking steps to make your back office team more efficient can also have a significant impact on your call center ROI.
Aspect Back Office helps your back office staff manage reporting, email, and other essential tasks more efficiently so they can better manage sales and other customer service solutions that were promised by the call center staff. Increasing back office efficiency can reduce customer dissatisfaction rates and operational costs while simultaneously improving outside perception of your business.
Managing a call center requires a lot of time and effort, but when done right, the results are well worth the investment. By utilizing these tools, you can streamline your call center operations and get better outcomes from your team than ever before.
This post is part of our contributor series. The views expressed are the author's own and not necessarily shared by TNW.