Electronic Voice Services, Inc. - ContactCenterWorld.com Blog
1. Increase Connect Rate
A 2015 survey by DemandGen shows that 80 percent of B2B purchases are unplanned and unbudgeted. Though unplanned and unbudgeted purchases glorify the value of proactive selling, connect rate is one area where the inside sales teams continuously struggle. Connect rate is the total number of calls connected to an agent divided by the total number of calls dialed. A predictive dialer, as the name suggest, detects if a live person is available to receive the call, eliminating busy signals and automated intercepts, thereby enhancing the connect rate.
2. Optimize Process
It is imperative for inside sales teams to understand the buying cycle, which is only possible by effectively monitoring and managing the sales funnel. An advanced sales dialer software solution enables sales representatives to predict sales month after month, which helps in strategizing the sales approach and other strategies. The solution also helps the sales team in categorizing the sales value chain and eliminating the categories that are not required or are no longer relevant.
3. Measure KPIs
Inside sales teams usually focus more on the quantity of calls, instead of quality, with the ultimate aim to meet their targets. Managers, therefore, need to ensure that the team members are making productive calls that are leading to conversions. Sales dialer software solutions allow line managers to accurately track and measure the KPIs of their team members. These solutions generate detailed reports about lead connect rate, conversion score, response time, and other factors that help in determining the improvement areas of the team.
A sales dialer software provides exhaustive sales intelligence, enabling inside sales teams to optimize the sales process and conversions. Deploying a dialer is an effective way to plan future sales activities and drive maximum profits from telesales campaigns. If you too are looking for ways to increase sales, Electronic Voice Services, Inc. provides a line of products, including sales dialers that enable your inside sales team to work smartly and enhance their productivity. Should you wish to learn more, get in touch with our experts for a no-obligation consultation. Simply call 1.800.713.8353 or 1.972.713.6622.
Publish Date: April 26, 2016 5:00 AM
Customer service representatives need quick access to all the important data and records of the customer. The team should not waste a lot of time toggling between multiple applications to fetch customer information, payment history, purchase records and other important data. The call center software needs to have a single interface to provide quick access to the representative, as this increases accuracy and responsiveness.
Call centers have presence over multiple locations, which makes it essential to have a secure and stable hosting infrastructure for optimal performance. A customer will not be happy to hear that the representative is unable to retrieve account information because of a crashed system. The call center software needs to support cloud connectivity feature so that the representatives can fetch every bit of important data.
Customer service representatives, in maximum cases, are bound to call center, but should not overlook the importance of providing mobile access to the representatives for core business applications. Businesses are increasingly adopting mobile applications, and there’s a growth in bring-your-own-device trend (which is here to stay). If supervisors and managers have access to customer records, open tasks and other information on their mobile devices, it gets easier to manage the team and improve the quality of customer service remotely. The team is efficient to handle any emergency at any time of the day.
Other Features to Seek
Call Queue Management
If the call center software has features such as custom music, queue callback or queue to voicemail, it improves the call queue waiting experience of callers.
Disposition Codes and Notes
Software needs to provide representatives the flexibility to add call summary notes and disposition codes in the call log and CRM. This helps in retaining important customer information.
Internal Call Routing
Agent-to-agent calling feature improves internal team collaboration and promotes positive interactions between team members. It also expedites the problem-solving process, as the representative can call the technical support staff or another team member to get answers for a query while the customer is on line.
Last Few Words
A business needs to identify the areas where it lacks in providing a flawless customer service experience before investing in the call center software. If you have any questions regarding integration of outbound or inbound call center software, their features, or how they address the pain points of customer service representatives, feel free to get in touch with one of our product experts for a no-obligation consultation. You can reach us at 1.800.713.8353 and 1.972.713.6622. Alternatively, fill out our contact form and we will take it from there.
Publish Date: April 19, 2016 5:00 AM
Call centers suffer from one of the highest employee turnover rates compared to other industries. Making cold calls or answering the phone as a front-line representative of a company is often exhausting, repetitive and boring. Disengaged call center agents will have more than just a negative effect on themselves, but also on company morale which leads to decreases in customer satisfaction and overall company financial health. How do you keep call center agents motivated with a repetitive job that easily can become less than engaging? Gamification might be the solution.
Gamification is the application of typical elements of gameplay, such as a point system or rules of play, to influence and motivate competitive behaviors and activities and to provide a way of skill measurement. Gamification is a great place to drive employee engagement because it appeals to people’s inherent desire for self-satisfaction, achievement, and self-expression.
Gamification in the Call Center
Call centers can use gamification to reward improvements in productivity for certain individual call center metrics, such as:
- Number of sales or appointments set by an agent
- Speed of call resolution
- Customer-reported satisfaction
- Number of calls taken per hour
- Lowering average call handling time by a certain percentage
- Resolving customer issues without escalation
Having an efficient tracking system in place is key to viewing those results. Ideally with the use of call center gamification, agents can be influenced to achieve a higher level of performance without sacrificing call quality and customer satisfaction. The goals set must be clearly communicated and consistent for all employees.
Not only can gamification be used to lower employee turnover, it also can be used for training purposes and collaboration. Employee onboarding is an expensive process and it takes a certain amount of time to train an effective new employee. Gamification can add incentives to increase the motivation to learn and add ‘levels’ to the training process. Having a leaderboard shows who the most successful agents are for other agents, both new and current, to glean advice from.
How Can Gamification Go Wrong?
A big flaw in gamification is that it will not be right for every agent. Not everyone fulfills their need for self-satisfaction, achievement, and self-expression in a competitive manner. As a supervisor, gamification should be part of your arsenal of many ways to motivate your agents, but understand that every agent is different.
Gamification will also suffer from too lofty goals. While it is nice to have a goal to work towards, an unachievable goal will end up being demotivating. Gamification can lose its intrigue over time without updating goals and without adding personalization, transparency, and immediate feedback.
Cloud Call Center & Call Center Gamification
The Parrot Cloud Call Center leaderboard shows all agents and ranks them daily based on sales made or appointments set. It even includes their picture. The leaderboard helps motivate agents and can add another incentive like contests for the winners each day with prizes. The Parrot also includes various kinds of reports, including several different agents reports that makes tracking and analyzing your agents results easy.
One of the biggest difficulties of managing a call center is keeping employee satisfaction high which in turn keeps employee turnover low. Using call center gamification adds game-like elements for agents to draw motivation from to support employee onboarding, engagement and retention. One can also drive collaboration by encouraging top performing agents to share success stories. Gamification offers an effective way to keep employees happy through intrinsic and extrinsic motivation which in turn will lead to your agents producing better results in the most important metric-customer satisfaction. However it is not an end-all solution for employee motivation and instead should used as one of your many different motivators.
Publish Date: April 13, 2016 5:00 AM
1. Call Distribution and Routing
Callbacks are often untapped sources of lead generation that may go unused if there is no proper call distribution and routing mechanisms. Business owners need to invest in phone systems pre-equipped with intelligent skill-based routing systems. Using an automatic call distributor is an effective way to decrease AHT. The automatic call distributor helps in distributing the calls depending on the geographical location, or the time of the day when the call was made and ensures that customers can easily connect to an agent without wasting time.
2. IVR and One Click Voicemails
Call center agents work with opening and closure scripts adding up to the AHT every single time. Moreover, dropping an email while keeping a prospective customer on hold takes a toll on the consumer satisfaction levels. Your call center phone systems should automate the reiterative scripts and reduce the time to drop emails and pre-recorded voicemails. It not only boosts the productivity of the agents but also contributes towards an unparalleled customer experience.
3. Live Call Focus
Call center agents face a tough time dealing with busy telephone lines hampering their overall productivity. Sometimes, the poor voice quality during a live call increases the overall response time of the agent to the customer leading to a surge in the AHT and dissatisfaction among the customers. Your call center phone systems need to curb the menace of dropped calls that create a hurdle in the lead generation and nurturing process.
4. Call Recording and Monitoring
Call center phone systems need to provide the facility of live call recording and monitoring to the business owners. Monitoring live calls allow the business owner/quality assurance team to identify and act on the mistakes and loopholes during real-time customer interactions on the calls.
The Way Forward
Businesses can’t scale the desired sales numbers without imparting a level of concreteness to its telemarketing efforts. Call center phone systems with some of the pre-loaded features help reduce AHT along with reducing the agent and customer frustration. If you are looking for an intelligent call center phone system, EVS7 gives you the option to choose from a number of options including Power Dialer, Click to Call, and inside sales software solution that automates the dialing process.
Publish Date: March 29, 2016 5:00 AM
As a manager, the Parrot Cloud Contact Center gives you many ways to customize your settings and implement call center tracking. Customizing your settings is useful because businesses have their own unique needs and vocabulary. For instance, an insurance call center would have very different terms and need to track very different results from a 911 call center.
Call center tracking is key to understanding how effective your agents and processes are. However, you determine the meaning of those results. Making sure your carefully plan and implement achievable goals. Don’t be afraid to experiment to find the best solution. Otherwise what you track will not be useful results for you call center.
Tracking Using Dispositions
While the system will automatically disposition certain calls, such as not in service or busy numbers, for live answers the agent will have control. At the end of their call an agent will pick out a disposition or status for a call – a statement about how the call ended. While the Cloud Contact Center comes with preset dispositions, they can be customized, changed, or added by a manager for relevancy to your business. The importance of setting up relevant dispositions is to better aid and organize your agents. Dispositions can be used to track what to do with a customer. Has a sale been made? Does the client need a callback? Should you add that number to your internal do not call list? All of those questions can be answered easily with dispositions. Dispositions can be changed under the System Statuses menu or our support team will be glad to assist.
Call Center Tracking in Reports
- Track Calls in Real-Time Report – This field is where you can select whether you want the call to be tracked in the Real-time screen as an incoming IVR (Interactive Voice Response) type call.
- Lead Export Report – In this report you can pull all leads in a specific disposition or status to see the lead info, notes, and what agents completed these
- Outbound Calling Report – In this report is breaks down a total list of each of the dispositions for a specific time period.
- Tracking Group – This is the ID that you can use to track calls to a Call Menu when looking at the IVR Report.
The Parrot gives you the ability to create custom fields or forms in the dialer. If you need an agent to gather info separately when in a call, you can create a custom form for the agent to fill out and submit while they are on the phone. That form can then be emailed to a manager. This can include custom fields, drop downs, radio buttons, and text boxes. Custom forms can be found on the “Form” tab of the agent interface. Once a Custom Field is created for a List, that field will be visible on the lead loading page for that List. Use the “Copy Custom Fields” to easily copy created fields to new lists. Custom forms can not be used to filter leads.
Parrot comes with several pre-fabricated reports such as: the Real Time Main Report, Outbound & Inbound reports, and Agent Performance Detail reports. However these reports may not fit the needs of your company. Call center tracking’s relevancy is dependent on what you choose to track. Our programmers can coordinate with you to develop reports custom-tailored to your business to show the statistics that are important to you. There may be a development charge for this depending on the time and scope of the project.
In Campaign options you can set up a custom web page that will be opened when the user clicks on the WEB FORM button. The “web form” address can use custom variables just like the script functionality can. Through Web Form buttons, agents can link to web pages such as Google Maps, calendars, and link up CRM systems.
Different calendars can be used in conjunction with Cloud Contact Center. Below we have link to a good one for appointment setting: Teamup.com (Example: https://teamup.com/ksc584b1c0080884d6).
The benefits of using Teamup.com include: it’s free to use, allows agents to see when other appointments were booked, no need to have separate logins, can have manager versions.
Different CRMs (customer relationship management) can be integrated with the Cloud Contact Center. Depending on the CRM, it can be integrated via open API:
- Sending a new lead into a CRM system using a disposition
- Opening a synced CRM lead in a new tab when the call is live
- Other CRM integration may be available
Call center tracking is an important part of managing a call center. Without knowing how well or how poorly you are doing and for what reason, you’ll never be able to improve or maintain consistent performance. Good tracking will lead to good forecasting, allowing you to create attainable goals.
What you track is also important. An inbound call center will have different needs from an outbound call center and even industry matters. You can customize dispositions and forms so that your agents can have relevant terms and information when taking or returning calls. At EVS7, we can custom tailor your reports to fit your needs. Knowing results that are key to sustaining and improving your call center also gives you room to be creative and try new solutions.
Publish Date: March 28, 2016 5:00 AM
1. Remote Installation and Seamless Access
You don’t need to hire a specialized team of IT professionals to perform the complex installations, upgrades, and maintenance. Being a browser-based solution, all you need is an internet connection and you can sign-in to use it. It reduces the additional expenses of paying for the maintenance of hardware, server or the software. In addition, you also get easy access to all files from anywhere as you have the access to the centralized database. It is particularly beneficial during odd office hours when you need to complete some urgent work.
2. Robust Security
Small businesses are hesitant to adopt cloud CRM solutions due to reasons of data security. Companies offering Cloud CRM solutions safeguard your data by providing additional security layers and strong password policies as they are are responsible for protecting your confidential information. They outline a clear backup and restore mechanism in case of data loss.
3. Flexible Features
Small businesses generally start with only those features that are necessary for their current work. As the organization expands, there is a need to upgrade the features to meet the relevant needs. Businesses have the flexibility to switch to more advanced features of cloud CRM that instantly to cater to the growing needs. All you need is to log a request through a call or support ticket and get the feature added to your CRM solution without any delay.
4. Enhanced Compatibility
Compatibility is one of the essential features that makes cloud CRM a preferred choice among small businesses. You can integrate cloud CRM solutions with your existing email solution or lead generation software. You can automate the workflow such as texting and emails for follow-ups, wrapping up leads on time with streamlined service delivery.
5. Better Reliability
Small businesses may face financial losses if the system they rely on crashes. Such problems never occur when you use a cloud CRM system as there is a backup for all the parts of the cloud. It implies that every component including the server has replicas in the Cloud. If there is a crash, it will be replaced immediately, but there will be no disruption in the system.
The Way Forward
High budget CRM solutions are still out of the equation for small enterprises, and so they prefer cloud CRM that offers “pay as you use” solutions to suit specific needs. If you are looking for a leading sales software, you can choose Koala Inside Sales by EVS7. It has a user-friendly console and helps your team in improving customer interactions leading to increases sales closures.
Publish Date: March 22, 2016 5:00 AM
Easy to use
The system operates as VoIP dialer software on a computer. It can be seamlessly integrated with existing phone system that is familiar to employees while improving the quality of the system. VoIP allows easy navigation through phone interfaces to set up call forwarding, holding or accessing voicemail even from remote locations.
Allows hot-desking and portability
Many businesses indulge in a process known as hot-desking, which means they frequently move offices or even desks based on the task at hand. Traditional PBX systems require telephone extensions to be relaid at the new location. When you have a VoIP, you can pick up your phone and place it on your new desk. Similarly, it simplifies the process of working-from-home. All you need to do is connect to your extension with the help of the VoIP dialer software, and use the phone as you do in office.
VoIP systems are affordable to maintain as compared to a conventional PBX system. The initial setup is inexpensive as it can be used with the phones already in place and eliminates the use of wiring, which further reduces installation and maintenance costs. More importantly, connectivity over the internet, to make long distance and overseas calls, drastically cuts down phone bills as you only pay for the internet usage.
Improved customer service and productivity
Traditional systems require a multiple step process to access client records, and the response to customers is in a tardy manner. Business applications can be integrated with phone functions, like automatically bringing up the client records upon receipt of the call from their registered number. It improves the efficiency and overall productivity of the telemarketers with the usage of a VoIP system.
Any business has the likelihood to grow with time. Growth leads to expansion, and if you have a VoIP system in place, you don’t need to invest in additional hardware products to facilitate the expansion. The same computer and VoIP dialer software can easily handle a large number of phone lines, and all you need to add is more phones to the network.
As the demand for cost-effective, secure global communication channels continues to be one of the major concerns for businesses globally, 2016 is poised to see an even greater surge in popularity of the VoIP dialer software. If you are one of the businesses contemplating to switch to VoIP, get in touch with one of our experts and we will be happy to help you take the plunge.
Publish Date: March 22, 2016 5:00 AM