Time to upgrade your membership
Take advantage of all the benefits of an executive membership - Click here to upgrade now
Alexis Powell - ContactCenterWorld.com Blog
The voice channel has always been the favourite support service medium of customers. Owing to the same reason, companies get maximum support requests in the form of calls. To ensure that customer calls get responded perfectly, business owners take the help of a specialised service provider like B2B call centre.
But businesses can also make customers happy on the voice channel if the following pointers get taken into consideration:
Provide personalised solutions
‘Human factor’ is the only reason why customers choose telephone medium to avail support service. And, it is vitally important for businesses (that run an in-house call centre) to provide solutions in a personalised manner as that’s the best way to give an amazing calling experience to customers.
Want to know how to give a personalised support experience? Here are some tips that every reputed B2B call centre provides to support agents in order to ensure the deliverance of amazing calling experience:
- A short & sweet introduction should be given during customer interaction.
- Customers should be invited to explain their queries.
- The CRM system should be used during support service interactions so that better resolutions could be rendered.
- Customers should be informed firstly if there is a need to put the call on hold.
Try to slash average call queue length
According to the latest industry reports, 60% of customers choose the voice channel when they are in need of support service. This fact should be enough to understand why the waiting time of the telephone medium is higher than other customer service platforms.
From the customers’ perspective, the call should be connected with support service reps after the first ring, which is quite difficult to make it happen. Here, only one thing that businesses can do is shorten the average length of call queues.
Reducing call queue length is extremely important because most of the callers disconnect the call after waiting around for 2 minutes. What’s more, 34% of them won’t place a call again to get the solution of their issues. This isn’t good for the business’s credibility.
Here are some tips to slash call queue length:
- Include a call-back option in the IVR menu.
- Manage support agents according to the call volume.
- Keep the knowledge base updated so that customer interactions could be concluded swiftly.
- Check the recordings of those calls that went for a long duration, after that, come up with some new strategies that can ensure the deliverance of quick resolutions.
Give support agent’s speech training
Whenever customers place a call, they expect that they would have a meaningful dialogue with support agents so that queries related to products/services can be solved as soon as possible. Thus, it is vital for businesses that are handling customer service queries by themselves provide quality speech training to agents.
The major benefit of providing speech training is that the issues related to accent, speech rate, etc. wouldn’t arise. As a positive result, this leads to the delivery of splendid calling experience.
Publish Date: December 7, 2018 6:31 AM
Lead generation is the process of developing or rooting a customer’s interest in a specific product or service for the purpose of building a sales funnel. With the rise of digitalization, the lead generation process has undergone a substantial change in recent years. The channel for generating leads have changed and have grown to numbers. Digital channels are the most preferred way of generating leads because buyer’s information is readily available there.
Still, there are few services like telemarketing services that are considered as the most effective and fastest way to acquire leads. Since business professionals get in direct contact with customers, it’s easy to understand the buyers’ behaviour and their buying strategies.
In this article, I have tried to explain how telemarketing services can be utilized to acquire more leads.
- How Telemarketing services help in acquiring more leads
Cold calling might be the oldest way to prospecting and later converting those prospects into the sales but the method is still in use and is gaining the same result as it used to earlier. Let’s learn in detail how telemarketing services are still effective to acquire leads:
- Easy to build a relationship with customers
Telephones help you to get into direct contact with your customer. It is the fastest and one of the most effective ways to interact and engage with your audience and build a relationship. Additionally, it can be one of the cheapest ways to make your marketing approach work. The service allows you to get in direct touch with the customer, makes you focus on your prospects’ needs in a better way, enables you to address any objection in a more transparent way, allows you to handle any query or concern in a much better way, and helps you collecting feedback instantly.
The service also helps in building a healthy relationship with customers because it includes a human touch from the telemarketing agents. Customers feel more than happy when they realize that they are talking to humans who really care for them and not talking to robots.
- Help salespeople to close more sales
When telemarketers and sales team work together, the business is able to generate more leads. The reason being, telemarketers are more involved in prospecting, they approach new prospects and qualify leads. This way a telemarketer provides more time to the sales team to focus on selling and finally closing it. More sales team will be involved in closing sales, more revenue a business will be able to generate.
- Integrating different techniques for effective lead generation
We are living in an era where almost everything has been digitalized. The Lead generation, too, isn’t left untouched with the same. There are various ways to generate leads, for example, through content marketing, email marketing, webinars, PPC etc. Lead generation can result more effective if any of these would be combined with telemarketing services.
For instance, if you hosted a webinar, you get a set of audience who attend it. But this doesn’t depict that all of the prospects are sales ready. In order to make them sales ready, it’s important that they know you and your business well and it’s equally important for you to know about them. A telephone could be the best and fastest approach to connect and build a relationship with the customers.
- Telenurturing-Keeps the lead alive
There are leads who have interest in your product or service and are even capable of buying but haven’t made any purchase decision due to some hesitation or confusion they have related to product or service. Such kind of leads must not be ignored ever as this could be a great loss for your business. It’s true that they aren’t sales ready but that doesn’t mean that they won’t buy from you. Such kind of leads require especial attention and are supposed to be nurtured.
Initiating a call to these leads could help them clear their doubts and help them make the purchase decision.
- Retain old customers
It’s always better to retain the old customer than acquiring the new one. Because it always costs more to acquire new customers than to retain old ones. Telecallers keep calling the existing customers every once in a while so that the latter can feel the care. Such kind of gestures are surely appreciated by customers.
Undeniably, telemarketing services are still as essential as they used to be earlier. But every coin has two sides. Some professionals find these technique intimidating as well as non-engaging because few customers don’t like getting disturbed by call at unexpected time. However, if done in a correct way and with correct strategy, these services could definitely be effective.
Publish Date: August 30, 2018 7:33 AM
With the time, the significance of BPO firms has increased more than ever owing to their phenomenal services. Most of the business owners don’t think twice when it comes to availing services from the BPO companies.
To maintain the reputation, BPO firms always keep their eye on agent idle time. This is so because whenever agents sit idle during peak hours, productivity gets reduced. Apart from that, sometimes agents genuinely don’t have much work to do owing to the negligible or low call volumes. At that time, agents usually waste their time in gossiping or doing unproductive work.
Well, there are some ways that BPO firms can use to utilize the agent idle time in order to improve the business’s productivity.
Are you an owner of a BPO firm? Do you want to utilize the agent idle time? Have a look at the following pointers that will make your life easier:
Conduct skill development sessions
Do you know the best way to utilize agent idle time? ‘Conducting skill development sessions.’ Sometimes agents face annoying issues while using modern technology but they don’t inform the management owing to multiple reasons. This factor somewhere affects the productivity.
Furthermore, newly joined agents always need extra training in order to bring the reliable results like their seniors do. That’s why BPO companies are always supposed to extend the training period.
Here are a few reasons that will explain why skill development sessions should be conducted:
- Making a stronger relationship with the agents.
- Reducing the agent turnover rate by increasing the job satisfaction level.
- If agents learn new skills & technologies, the possibility of better productivity would increase.
Make a reliable timetable
As we know that dealing with irate customers on the daily basis could give a jarring experience. That’s why most of the BPO companies allow their agents to take a time-out to reduce the stress levels. But sometimes this aspect creates unnecessary problems.
This is so because if agents take longer breaks or go for lunch at an inappropriate time during the peak hours, there is a high possibility that customers may not get the desired resolution within a short period of time. Consequently, this aspect leads to negative reviews and poor productivity.
To ensure better productivity, agents cannot be treated like a machine. Therefore, it is crucial to make a reliable timetable with` ample breaks so that nothing can lead to a high agent attrition rate.
Do you want to know the best way to render stupendous customer service? ‘Soliciting feedbacks from the agents.’ This is so because agents always have a fair idea about the customer expectations owing to the regular interactions.
But BPO firms oftentimes ignore this factor as they think that sending surveys to collect customer feedback is enough. However, this aspect is not 100% correct because customers sometimes fail to express their feelings while giving feedback.
Here are the benefits of arranging meetings:
- You can collect constructive reviews that can improve the quality of customer service.
- Agents can freely explain how work environment should be improved.
- You can provide performance scores to your agents.
Allow best agents to share their experience
Being an owner of a BPO firm, you should be familiar with the harsh reality that every agent cannot bring the desired results. But terminating poor performing agents from their respective positions could give a negative impact on the whole staff.
Apart from that, hiring new agents can consume a lot of resources and money. This will affect the business’s bottom line for sure. Therefore, it is imperative for you to allow your best agents to share their experience so that low performers can understand the way to achieve better results.
Discuss about the scripts
To ensure consistent performance, BPO companies always provide call scripts to the agents. But sometimes agents face unnecessary issues while finding answers in the scripts. This aspect usually increases the average hold time, which, in turn, leads to reduced CSAT score.
During the negligible call volume, it is significant for you to discuss how scripts can be improved with your agents. That’s how you can use agent idle time in order to improve the business’s productivity.
Publish Date: July 24, 2018 12:26 PM