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The call center as we once knew it was designed to service outgoing and/or incoming calls. Back then, phone conversations were the only way to interact with customers. Today, when more and more people prefer texting over talking, businesses are starting to explore alternative channels to reach clients in a way that is convenient to them. Transitioning to a contact center that supports messengers, email, and website chats can’t be accomplished overnight, but there is a simple step you can take to start significantly expanding your call center capabilities—and that step is supporting follow-up SMS.
Follow-up SMS are messages manually sent by an agent during or after a call. SMS has been around for several decades now, and in that time it has built up a lot of resilience and gained trust across generations. It is a relatively inexpensive way to reach your customers, allowing agents to deliver all kinds of information to customers by adding text to the voice exchange. Below, we explore a few of the typical scenarios in which follow-up SMS aid your agents in their routine, increase retention, and improve customer satisfaction.
Every business deals with turnover: workers leave, and their positions have to be staffed again. Call centers are no exception, and in fact have shown a significantly higher turnover rate: 30-45%, compared to an average of 22% for other industries. The money and resources this process requires can overextend a business, and negatively impact customer satisfaction along the way. The more employees are lost, the harder it becomes to replace them, and to keep the current staff from fueling even more turnover. Once started, this vicious cycle is difficult to break.
There is a way out - but it requires taking a look at things from a call center agent’s perspective. The job itself is quite fast-paced and stressful as it involves being on the frontlines of communication; interacting with all kinds of customers, some more emotional than others; and working with high call volumes and long shifts. Call centers that want to build long-term relationships with their agents need to make their workspace as comfortable and modern as possible - with the help of call center software.
During an outbound campaign, calls centers are often challenged by unsuccessful attempts to reach certain numbers on the calling list. The reasons for this may vary: some numbers turn out to be incorrectly formatted, not allocated to an operator, or not assigned to any subscriber, while others, though valid, are temporarily out of coverage. In each of these cases, the call will fail, and it is usually hard for the agent to pinpoint why. HLR Lookup is a service that allows for real-time phone number validation and can help determine the subscriber’s current status in the mobile network.
Medium-sized call centers, typically defined as those having from 50 to 1,000 agents, deal in many diverse industries with varying revenues: healthcare, hospitality, finance, customer support, and more. Still, the challenges they face, and the characteristics they need in their software solutions are very similar. Scalability and flexibility are essential for potentially expanding operations and adjusting to any changes in traffic. The product is expected to be turn-key and of high quality, with an extensive feature list in line with the market, and new innovations added regularly by the provider. A solid support team that is easy to reach can also become a factor when finding the right solution to commit to.
The desire to control every aspect of your call center comes with hidden costs. Taking an open-source telephony solution and adding several SIP trunks, a custom CRM, and some in-house dialer algorithms may seem like an adequate alternative to a full-fledged SaaS. Сertainly, several small and medium-sized businesses turn to self-made call centers, hoping to lower their maintenance costs and gain more control over their operations. But while experiences vary from company to company, most end up getting the opposite of what they were looking for.
Why is that the case? Below, we dig deep into the common myths surrounding fabricated call centers, examine the consequences of opting for one, and explore an alternative. Whether you’re just looking to start a call center or already using a framework based on Asterisk or a similar solution, the following research will help you make a fully informed decision.
Choosing the right call center software means carefully considering the range of features you need for your specific use case. For call centers dealing primarily with inbound traffic, it’s the ability to manage queues, introduce call routing strategies, and monitor conversations in real time. Outbound-oriented call centers look for powerful dialers, answering machine detection support, and CRM integration. BPOs require a service suited to a remote workforce, while their contracting companies expect reporting transparency.
There are other factors that can influence your choice, including but not limited to pricing, security features, user reviews, and general ease of use. Caught up in the numerous differences between available software solutions, companies tend to overlook another very important consideration—the support provided by the vendor. The modern call center is equipped with several built-in analytics tools, including the ability to monitor the quality of network connection during or after calls and track performance metrics via real-time widgets. Still, for issues that go beyond self-management, live support from specialists with field expertise remains essential.
For inbound call centers, monitoring the quality of customer service is an essential aspect of day-to-day operations. With thousands of interactions between agents and clients, supervisors responsible for quality control face a rather difficult task of finding ways to identify calls that failed to meet the predefined standards of customer care and assess the underlying reason for the lapse in quality.
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.
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.
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?