Regardless of what industry you’re in, customer service is becoming increasingly important in building brand loyalty. Research by Ovum shows that an astounding 76 percent of consumers have stopped doing business with an organization after having had just one bad customer experience. And since people can now basically access a global marketplace that’s open 24/7, more and more companies are relying on contact centers to establish their relationship by providing good customer service which will help drive brand loyalty.
However, establishing a contact center with a workforce of skilled talent who can provide solutions while simultaneously functioning as brand ambassadors can be challenging, not in the least due to the high turnover rate in this type of service. According to Penny Reynolds in her Quality Assurance & Training Connection article titled “Exploring Call Center Turnover Numbers,” the average turnover rate for call centers is between 30 and 45 percent. In contrast, Compensation Force lists the average turnover rates for all industries as 16.7 percent. Moreover, high agent turnover compromises performance, which in turn has an adverse impact on the customer service experience and efforts to build brand loyalty.
It’s all about hiring the right people and surrounding them with the tools, support and a positive culture they’ll need to be successful. So what can companies do to enhance contact center agents’ performance, and train them to become outstanding brand ambassadors?
First of all, it’s important to recognize the constraints of brick-and-mortar contact centers. In addition to the obvious disadvantages of being subjected to site outages, inclement weather, and other events that impact business continuity, requiring agents to be on-site limits the available talent considerably. A virtual contact center, on the other hand, allows you to source talent from around the country, by bringing the work to them, which inevitably provides access to a much larger and richer talent pool. In addition, it allows you to include workers in your talent pipeline who may need or prefer to work from home.
Second, be talent-centric and cast a wide net. There are many workers out there who might not have a customer service background but who are interested in learning. While it’s possible they don’t consider being a customer service agent their ultimate career objective, they’re very likely to want to establish a strong relationship with a company that can help them advance and find interesting jobs throughout their career. It’s key, therefore, to get to know your people and determine how you can best help them move forward in their careers.
Third, provide good training and technology. A lack of technology and tools training can be extremely frustrating for workers—and it’s one of the main reasons for high turnover. You need to invest in user-friendly, effective technology and provide effective up-front and on-going training. Doing so enables the workers to provide excellent service and enhance their skills along with expanding their opportunities. Solid skills verification and ongoing development can be key to ensuring the delivery of quality customer service along with providing Agents with the opportunity to continuously learn.
Fourth, make sure your contact center agents feel supported, engaged, and part of a team. Technology can be used to create online platforms where your team can check in with each other, as well as their managers and tech support. It can also be leveraged for engagement, performance management & enhancement, and team building by means of gamification, competition, and social media such as message boards and IM. Applying social media concepts can be equally as effective in business as it is in the public domain.
Finally, make sure your people are attached to the culture of your organization. Building a culture and environment that is connected and inclusive of the home based agents will be the glue that fortifies the agent’s work life. Stay connected as much as possible through regular touch points and communications. Develop a cadence with your employees to maintain regular communication with their team and leaders. This is essential and can be accomplished through many different channels of communication, voice, video, chat, email and gamification. Staying connected and the sense of not being on an island is imperative to making your people feel valued—and that’s critical to enhancing engagement and retention.
Creating an effective contact center that builds brand loyalty can be challenging. But with these points in mind, you can establish a robust talent management system that not only brings out the best in your talent, but also keeps your customers coming back.
Publish Date: April 18, 2017 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|2.)||Avyukta Intellicall Consulting Pvt. Ltd.|
Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :
Dynamic custom agent crm popup
10+ Custom Reports
Cloud Telephony with/out "Host your Trunks" option
and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
|3.)||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.
PH: +1 512-872-7565
|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
PH: (+61) 406 501 368
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
All rates include:
Instant Call Reports
Call Layout after Completion
Your Own Caller ID
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.
Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
- Call 60-80 contacts per hour, per agent
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Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
|15.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
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