Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.
Bringing Call Centers Into the Modern Age
Session Host / Moderator:
Panelists (from Left to Right):
Session Questions and Highlights
1. Why are call centers traditionally viewed as a cost center?
“They have been viewed as a cost center because they do cost money. It’s a simple fact on the surface. Ultimately, it’s more work to see the value of a call center than it is to see the upfront cost. Likewise, seeing the cost is the same for every company where as seeing the value is a different journey in every company. It’s a harder journey to look at in concret terms.” — Shai, Fonolo
2. From a sales side, how have you been able to bring the message across that what you do at Autoreach brings value?
“From the sales side you want your reps making personalized, high value calls. It’s not just a matter of making lots of calls. It’s about making quality calls because they convert better. ” — Rich, Autoreach
3. Inbound versus outbound calls, how do you make the value easier to see?
“For inbound, analytics is key. As you find more detailed ways to look at your customer service experience — from doing direct call analytics to customer surveys and the like, you can see the value add to without spending a lot of money. This is especially true today since new technologies allow you to look at these analytics faster, easier and cheaper, ” - Matt, Simple Emotion
4. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity. Are you seeing that companies are shifting their view of call centers as an opportunity instead of a cost center?
“I think there has been a really big shift in the last few years that is directly connected to how good self-service has come. What’s happened is that self-service has become more popular and the tools have grown with the demand making it more effective. So, today people prefer self-serve as their first choice. There was a time where people would call in and we’d push them to the website to try self-service. Now we know that people who are calling in have already tried self-service and they are having a more complicated or nuanced issue. So, what has changed is that the nature of the calls that end up in the call center have shifted towards more edge cases. All the simple stuff has been taken off the plate. What falls out from that shift is that agents have to be very well trained and be good at the emotional side of the conversation. Likewise, the agents are make or break moments to keep the brand in good standing with the customer. This ultimately makes the call center a high value opportunity to keep customers and create product evangelists.” - Shai, Fonolo
Want more? You can catch more of this panel discussion and videos like this one, visit the Opentalk 2017 video library by clicking the button below.
Publish Date: October 16, 2017 5:00 AM
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Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
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