Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

3 Steps To Turn Customer Care From Cost Center To Profit Center - (v)WeCare Technology - ContactCenterWorld.com Blog

3 Steps To Turn Customer Care From Cost Center To Profit Center

What if I told you that the call center could be one of the biggest revenue generators in your entire enterprise?

Today, the call center is seen by many COOs as a cost of doing business – a necessary evil – rather than as a revenue generating group.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

This negative perspective didn’t start overnight. It’s the result of a much broader changing tide.

Five or ten years ago, core call center activities would perform efficiently and effectively. Take outbound sales, for example. You had a challenge, and the typical buying behavior was to reach out to a salesperson, or have them reach out to you, to discuss potential solutions.

Today, though, consumers do their own research on the web, talking to salespeople as a final step (if ever at all!). Customers are also more interrupted than ever, with a million calls, emails, and advertisements vying for their attention. They screen cold calls, ignore solicitation emails, and are harder than ever to get in touch with.

Because of these new customer behaviors, when today’s call centers do outbound sales, they perform very poorly. This means that those activities are dragging down the efficiency and effectiveness of the overall call center team.

But the other side of the call center – customer service – is blooming because of those same changes to consumer behavior.

Customers want on-demand support, constantly putting calls into the support team looking for help with their service. When they do, effective customer care specialists can upsell and cross-sell organically, offering advice around complimentary products or service upgrades, and doing so in a non-interruptive way.

If the customer is calling about the shoes they just purchased, a good customer care specialist will be able to weave socks, shoe polish, and insoles into the service conversation. Today, this is the most efficient and effective way to create revenue through the call center.

Call center revenue generation doesn’t happen without a detailed end-to-end process, though.

These are the three big concepts to consider when building out your call center process for real revenue generation:

1. Training in the Art of the Soft Sell

 

Selling is not the primary function of customer support, but that doesn’t mean Care Specialists don’t need to be good at the soft sell.

Ensure that you’re training your customer support team to get to the heart of the customer’s challenge, steer the conversation around cross-sell and upsell opportunities, know the inventory and catalog inside and out, and don’t apply pressure. Your training program should revolve around the power of support and suggestion.

2. Set Goals & Objectives for Clarity

 

While the aim is not necessarily to create a sales culture within the customer support team, clear goals and objectives do need to be set so that the team knows what they are shooting for.

How much should your Care Specialists be selling each month? Based on their volume, how does that translate into conversion levels? What’s the average revenue per call across the team? With clearly defined metrics in place, this level of tracking becomes easy, and by monitoring how individual Care Specialists are performing, then they can be strategically motivated through positive feedback, incentives, and end-of-year performance appraisals.

3. Supercharge Conversions with Predictive Analytics

 

Finally, incorporating big data. Your customers have very particular tastes – no two are alike. How then, can a Care Specialist know what products or services to recommend? The answer lies in the customer data.

By knowing what customers have purchased in the past, and knowing what products and services generally complement or follow a purchase, the Care Specialist can truly add value to the customer experience.

Amazon has been a long-time leader in this kind of predictive analytics, and every company investing in customer experience should be following suit. By being smarter with data, it’s going to be easier to sell, the team’s conversion rates will increase, and the cost per interaction will decrease.

The Big Picture on Customer Care

 

At the end of the day, the goal of the customer support team is to provide the best possible level of service. For the call center to start driving real revenue, instead of simply being a cost of doing business, Care Specialists need to strike a balance between creating a great customer experience and being on the lookout for soft-sell revenue generating opportunities.

To be able to do that, the customer care team needs to be properly trained on cross-sell and upsell skills, they need to understand their team’s goals and individual objectives, and they need the support of predictive care analytics to supercharge their conversion rates.

Is your call center simply a cost of doing business, or is it a revenue generating machine?

And don’t forget to subscribe to the Vcare Blog today and get customer care best practices, industry news, and helpful customer service tools right to your inbox.

Source: http://www.vcaretec.com/blog/3-steps-to-turn-customer-care-from-cost-center-to-profit-center/

Publish Date: June 15, 2016 5:00 AM


2021 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from (v)WeCare Technology

Recent Blog Posts:
A Common Mistake Practised by Every Call Center!July 11, 2017 5:00 AM
5 Tips for Choosing the Right Contact Center for your BusinessJune 28, 2017 5:00 AM
5 Most-effective Social Media Practices for a Satisfying Customer ServiceMarch 23, 2017 5:00 AM
Avail Call Center Outsourcing Services For Proactive Customer SupportOctober 5, 2016 5:00 AM
Top 3 Call Center Tips For Dialing Into The Millennial MarketAugust 16, 2016 5:00 AM
5 Questions To Grill Your Next Call Center VendorJuly 26, 2016 5:00 AM
The Dirty Little Secret For Finding The Best Call Center PartnerJuly 12, 2016 5:00 AM
3 Steps To Turn Customer Care From Cost Center To Profit CenterJune 15, 2016 5:00 AM
Boost NPS & CSAT Through Customer MirroringApril 20, 2016 5:00 AM
How To Achieve Industry-Leading Customer Care Through Hiring & TrainingApril 1, 2016 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 1440 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =