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5 Ways To Boost Customer Experience Through Call Center - Fusion BPO Services - ContactCenterWorld.com Blog

5 Ways To Boost Customer Experience Through Call Center

A well-managed and efficient call center can be a big help in making the business get more customers and retain the existing ones. They are directly responsible for maintaining the company’s image in the eyes of the target clientele.

A call center agent is often the first point of contact for the customers. therefore, they must shoulder the responsibility of customer satisfaction and deliver best in class service. While there is no absolute formula to deliver the best customer experience, a few tried and tested methods can ensure that every client interaction ends in a positive note for the customer as well as for the agent.


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It goes without saying that customer experience is going to be the buzzword in 2019. Here is why:

  • 86% of buyers are willing to pay more for a great customer experience
  • 73% of buyers point to customer experience as an important factor in purchasing decisions
  • 65% of buyers find a positive experience with a brand to be more influential than great advertising

So, can a call center deliver positive customer experience that matters? Yes, it can. Here are 5 easy steps for improving the experience of the customers interacting with a call center:

1. Minimum On-Hold Times during Calls

Putting a customer on-hold for a long period of time is a call center bane that drives customers crazy.  The customers do not like to stay on hold, period. They don’t care if their issues actually need time to be resolved and the agent can’t help but make them wait.  To most of them a call center should be a one-stop solution for all their problems. They want a quick solution and they want it right now.

While eliminating waiting time is impossible, a call center must try to keep the on-hold time to a bare minimum. Remember, the shorted the wait time, the happier a customer is.  It’s that simple.

2. Understand who the customers are

Knowing a customer demographic is not enough, you customer service teams must also know who are their customers. Try putting a face to your customer or creating customer personas – it will help your customer service team to understand your customers better.

Your customer personas can be as detailed as you want them to be. By creating personas, your agents can put a face to their customers and better understand how they can assist and improve customer experience.

3. Recognize the stage of customer journey for each customer

A call center agent must not interact with each customer the same way. Rather they should use the CRM to pinpoint the stage of every customers’ journey and personalize their interaction to improve the customer experience.

Define the customer actions that fall within each stage of the customer journey. This will help your call center customer service team to quickly recognize and know how to approach your leads and clients.

4. Forge an emotional bond

The biggest chunk of consumers today are millennials. And millennials don’t just look for a product, they want their values to be aligned with the brands they shop from. They want value for money, as well as great customer experience.

While pricing is not something your customer service team can control, they can deliver everything else.  They can forge an emotional connection with the customer by empathizing with them, telling them their side of story and even throwing in a much-appreciated surprise.  This connection will help your agents anticipate the customers’ needs better and deliver a much better experience.

5. Make it easy for customers

In this age of competition, customers are being spoiled with one-click checkout, instant customer service through chatbots, next-day shipping. These services simplify the purchase process for customers and reduce customer effort in an attempt to maximize sales. A customer service team too can reduce customer effort in so many ways. They can-

  • Offer to call back in case of disconnection
  • Clearly Understand customer queries
  • See to it that the customers do not have to repeat themselves
  • Provide helpful material after service
  • Solve customers’ issues the first time around
  • Offer to answer a customer query through the preferred communication channel of a customer

A customer service team can make the process of purchase or issue resolution a cakewalk for the customers, resulting in a high-quality customer experience. 

In todays competitive world customer experience is gold. Being the first point of contact for customers, it is up to the call center customer service team to deliver the customer experience each customer deserves. While their interactions can be short, it can be an excellent opportunity to boost customer experience.

Source: http://www.fusionbposervices.com/blog/5-ways-to-boost-customer-experience-through-call-center.html

Publish Date: January 15, 2019 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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