No call center wants to run a-fowl of their customers this hectic holiday season. Whether customers are in a jolly mood or in full stress mode, we want to give them a friendly, helpful experience. But as every call center agent knows, that is not always easy. Fortunately, we can learn from experts — and who better than the seasoned pros on the annual Butterball Turkey Talk-Line?
This famous call center reappears every year in early October, agents poised to assist would-be turkey chefs with every little detail and smooth their ruffled feathers when necessary. Get ready to feast on these valuable lessons.
Back in 1981, a half-dozen or so ladies “manned” the phones of Butterball's Turkey Talk-Line. But savvy call center managers knew that the secret ingredient for Turkey Talk-Line success was technology. So, when frazzled cooks clamored for more options, they added email, web-based chat, texting, and social media such as Facebook and Twitter. No old fogies at the Turkey Talk-Line.
Yet, the vast majority of their customer contacts each season continue to be via phone. Why?
Anyone can research information online, but they cannot ask questions or get personalized advice. Besides, it is a time of year when folks are thinking about family and friends, so making a human connection to talk turkey (and maybe share a short anecdote or two) just feels right.
Being nice gives customers a nicer experience, in the spirit of the holidays. What a wonderful thing to keep in mind as we all don our headsets and pull our keyboards close for another mad dash to year’s end.
We all know that not everyone is cut out for call center work, especially when the holidays roll around. While most agents do not have to literally save someone’s family dinner, we often do have to save their day. It takes people who love to talk to others, who can empathize with customers, who are patient and reassuring, who can and will treat everyone with kindness.
New Turkey Talk-Line agents are recruited via referrals and word-of-mouth — not unlike many new recruits at any call center. Treat people right, and give them the tools they need to help customers effectively, and they will be happy to spread the word about their great workplace.
When someone calls the Turkey Talk-Line, they expect agents to know their stuff (or should we say stuffing!). So, Butterball University convenes in October, as the Turkey Talk-Line is about to get underway. Agents prepare turkey dinners using multiple techniques, refreshing their extensive personal knowledge and learning the latest trends and fads.
Armed with phones, laptops, and headsets, they also have a full menu of other resources right at their fingertips. They can send video tutorials or recipe links to callers, or view customer photos to provide more specific advice.
Continuous training is crucial for year-round call centers, but ramped-up, holiday-specific training can boost confidence for agents and results for customers. How can agents work even more efficiently? Butterball hangs a big chart that serves as an at-a-glance cheat sheet for thawing/cooking times. Low tech, super-helpful.
Working the Turkey Talk-Line may seem amusing, but any agent knows how hard it is to stay upbeat when the lines are humming and callers can be downright cranky. Butterball keeps their call center on brand and cheerful with a big inflatable turkey and blue and yellow candies that give agents an energy boost whenever needed.
We can follow their example with seasonal decorations, snacks, and beverages that keep agents in the mood and fueled up. Or, random small prizes to thank agents for their great work. Make a list of the silliest or most heart-warming questions such as the guy who asked if it was OK to bake glitter onto his turkey, or U.S. immigrants wanting to start their own American Thanksgiving tradition. Good humor is infectious, elevating everyone’s experience.
The Turkey Talk-Line is not really doing anything new, they are just doing everything right. With the right people, the right training, the right attitude, and omni-channel technology, every call center can serve up delicious customer experiences this holiday season.
Publish Date: November 8, 2018
|1.)||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.
|2.)||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.
|3.)||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
|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...
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.
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
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Call Lists for Agents
Different Levels of Administration
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.
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.
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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.
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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.)||Teckinfo Solutions Pvt. Ltd.|
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
|16.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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