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2020 has changed all of our digital and live interactions, and voice services have been affected as well. As our opportunities for face-to-face communication are limited, phone conversations are becoming more important for customers and companies alike. The growing demand leads to an increase in call volume, and call centers need to be prepared to take on new clients and projects to stay relevant as a business.
An optimization strategy will help cope with the coming workload while maintaining performance efficiency. Call centers can utilize the best available software to keep up with the changing environment without expanding staff or allocating extra budget. Here are four steps for adapting to traffic increases in the post-pandemic world.
Have you ever called someone and got excited to hear their voice saying a familiar “Hello”, only to be followed by a common “Sorry, I can’t come to the phone right now. Please leave a message…”? For call center agents, this is not a rare experience but a routine reality, as about 70% of all outbound calls go straight to voicemail.
If your agents are manually handling every single call, they are inevitably spending more time listening to IVR systems or answering machines than actually talking to live customers. Provided within advanced call center software, Answering Machine Detection is the solution that can change this work routine and drive better outbound campaign results.
The days when you could run your business confidently with a multi-channel phone number, an advanced Interactive Voice Response (IVR) menu, and a call queue with average waiting time announcements are becoming a thing of the past. Considering generational characteristics of your customers, operational cost reduction methods, and overall business digitalization, we will explore why customer communications are heading towards fewer phone calls and more emojis.
While most client-oriented businesses have call centers, there is no universal formula that could be applied to each inbound use case. A winning approach starts with getting your performance metrics under control, but it does not end there. In the constant race to answer calls faster and resolve most of them successfully, you may be lacking resources for regularly coaching agents and correctly interpreting call content.
Introducing the right workflow automation tools can help by providing the time and resources for deeper insights into the context of your calls. In this post, we will break down the different components of an incoming call and explore how you can utilize call center software to improve them.
How do call center executives know where to direct resources for managing performance? To introduce changes that ultimately generate more revenue, you first need to assess the current state of operations. Data-driven decisions start with introducing powerful call center software that can provide insights on several measurable parameters for your calls, agent teams, and inbound or outbound campaign settings.
However, tracking all possible metrics and comparing the numbers to industry standards may actually turn out to be counterproductive. Keep in mind that any call center reference percentages you may find on the internet strongly depend on the business profile and may not apply to your case.
The COVID-19 outbreak has affected all of our live and digital interactions, and call center operations are no exception. While most of the market trends were starting to form long before and only escalated with the pandemic, other demands on performance and expectations of BPOs may come as a surprise for those not properly prepared. Read on to explore what the future holds for BPO call centers with customers in the US.
In a complex ecosystem of various roles, responsibilities, KPIs, and countless acronyms, finding the right tools to drive call center performance can be challenging. To advance in the areas that mean the most – like delivering stellar customer service and increasing revenue – you need a bulletproof operations structure to fall back on. A reliable, predictable, and powerful system to support all your business needs now comes in the form of a call center software.
Automation and artificial intelligence are not designed to replace the human element in call center operations. Rather, they will enhance the experience for your agents, supervisors, and managers, allowing them to reach their full potential.
For a call center agent, a call isn't simply a conversation on the phone. Most of the heavy lifting goes on behind the scenes: fetching relevant client information, keeping it up-to-date, checking previous interaction history, and leaving notes based on the call outcome. All this data is reflected and stored in the customer relationship management (CRM) system.
If your call center software of choice does not support CRM integration, the described pre- and after-call work time increase dramatically, with the possibility of compromising sales and customer service.
Many business professionals will agree that customer needs and satisfaction are top priorities. Apart from the
fundamental need to address client concerns, disgruntled client reactions can negatively impact your business’s
reputation. So it’s no surprise that you’re in trouble when customers get angry.
No one wants to upset their customer in the first place. But it can, and most likely will happen, so how should
you deal with this sticky situation?