Let’s face it: waiting on hold for customer service is annoying. You cringe through the cheesy music, sigh through automated messages that play at timed intervals, and check your call timer display obsessively to see just how long you’ve been waiting.
A call center team that wishes to spare their customers this agony has two options: hiring more agents or lowering inbound call volume. Whereas hiring brings with it a significant cost increase, reducing the number of calls coming in is not only cost-saving, but also more feasible than you may think.
Here are 6 ways to keep inbound call volume in check while improving the overall customer experience.
Every interaction with a customer should include quick-connect options for further contact. If a customer receives a confirmation email, it should include a link or tab for connecting to livechat. If a customer is visiting the website, the company’s chatbot should initiate contact with a pop-up. If a customer is waiting on hold, they should be given options to connect in other ways. In short, every effort should be made to spread the volume of customers over multiple channels.
The more accessible the channels are, the more likely customers are to make a habit of connecting in ways other than the phone.
**Five benefits of providing omnichannel customer service within the call center**
If you’re going to drive customers toward non-phone channels, then your contact center must be well-equipped, staffed, and trained to do so. The key to a successful omnichannel strategy is making sure all channels are well-integrated with one another, so that customers can feel comfortable switching from one to the other without fear of gaps, overlaps, or repetition in the transfer of information. Likewise, your contact center must ensure that adequately-trained agents are staffing all channels, and that replies, especially on asynchronous channels, are timely and effective.
**Customer service response and waiting time on social media**
Customers increasingly prefer self-service options anyway, so why not make this a part of your strategy for lowering inbound call volume? According to a recent Forrester report, customers’ reported use of internet or mobile self-service options rose from 67 percent in 2012 to 76 percent in 2014. The following self-service options may be helpful if your contact center is interested in lowering inbound call volume:
And the best part of offering self-service options? Customers will learn how to resolve some of their own service issues, making them less likely to become an addition to your call volume in the future.
**Why you need customer self-service and how to do it**
Agents who are on the phone have a very limited ability to multi-task. Real-time voice-to-voice interaction demands the agent’s full attention, and compared to some other channels, this is less than efficient.
Channels that are asynchronous, like chat, SMS, and e-mail, allow agents to handle more than one customer at any given time.
Agents on average can handle two customers at once via webchat, or a maximum of four without sacrificing service quality. So if presenting customers with options is part of your strategy for lowering inbound call volume (see #1), lean toward asynchronous channels that allow your agents to handle more customers in less time.
Your IVR (interactive voice recognition) system can do much more for you than direct callers to the right department or agent.
The IVR system can also provide successful “exit points” for the customer that result in their not having to speak with an agent at all.
If there are simple clerical tasks that customers can complete themselves via touch tone options, make these a highly accessible part of your IVR call flow. This lowers the volume of calls arriving at your agents’ phones, and allows them to focus on more complex customer tasks and services.
**Call center software you need to get ahead of the competition in 2017**
A good FCR rate means the customer has no need to call back (at least, not regarding the same issue), thus cumulatively lowering inbound call volume in the future. In fact, A 15% improvement in FCR results in a 57% reduction in repeat calls. Moreover, this also has positive implications for customer satisfaction and brand loyalty. 12% of customers who have to call more than twice to resolve their issue will leave a company or brand behind.
**In with First Call Resolution and out with Average Handling Time**
Lowering inbound call volume has many benefits for your contact center. Not only can you cut costs, but customers will be less frustrated by waiting on hold. Finally, your agents will become more skilled and satisfied in their work by handling only the more complex calls.
Publish Date: March 17, 2017 5:00 AM
|1.)||2P Perfect Presentation|
Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
|2.)||31 West Global Services|
We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
|3.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.
Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.
Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.
We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?
|6.)||American Help Desk|
Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
|7.)||Fusion BPO Services|
Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.
Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
-Contact Center Services
-Customer Service Support
-Web Data Collection
-Telephone Data Collection
24/7 coverage, always finding the best solution for your business
|10.)||Bgcomm Contact Solutions|
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
|11.)||Boomerang Marketing SA|
BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market
|13.)||CallNovo Contact Center|
Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
|15.)||CLCA Call Direct|
Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.
Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.
This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.
We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
- Prospecting, commercial appointments
- Customer Care
- Technical Support
Consilium UniCare™ Professional Services
As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations.
• Cisco UCCE, PCCE & UCCX design, implementation and upgrades
• Cisco CVP VXML application development with PCI compl...
We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
|20.)||Costa Rica's Call Center|
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
|How To Improve Your Customer Service With Quality Assurance||June 23, 2017 5:00 AM|
|Benefits Of Using Both CRM & QA Software Together||April 5, 2017 5:00 AM|
|4 Best Practices Of Using QA Software In The Contact Center||March 31, 2017 5:00 AM|
|Boost Your Contact Center QA With PlayVox’s Third-Party Integrations||March 29, 2017 5:00 AM|
|5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving Fans||March 24, 2017 5:00 AM|
|Lowering Inbound Call Volume To Improve Your Customer Experience||March 17, 2017 5:00 AM|
|How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call Center||March 15, 2017 5:00 AM|
|How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVox||March 10, 2017 5:00 AM|
|5 Ways Virtual Agents Can Improve Website Customer Engagement||March 8, 2017 5:00 AM|
|How To Ensure Data Security And Privacy In Your Call Center||March 3, 2017 5:00 AM|