A top priority of a call center that provides customer service and inside sales services is to provide customers, prospects, and leads with a positive company experience. A positive experience with an agent goes a long way towards keeping current customers happy and turning prospects and leads into sales. While customer, prospect, and lead happiness is obviously important, so too is keeping those on the other end of the line happy: your inside sales and call center agents. Call center employee turnover is notoriously high, which is why call centers must do all that they can to build a positive call center culture and retain valuable employees. Here are 4 ways to do so:
Offer employee development and learning opportunities
When an inside sales or customer service rep becomes too comfortable in their position, it can lead to boredom, and eventually to looking elsewhere for employment. That’s why it’s so important to continue to challenge employees and provide them with ongoing training and learning opportunities to expand their knowledge. These opportunities allow employees to grow and keeps them engaged in their positions.
Strive towards improvement
The same way of doing things isn’t necessarily the best way of doing things. When inside sales and customer service reps are stuck executing stale processes, it can lead to attrition. A call center should always strive towards improvement and look for better, more efficient ways of conducting business that will also keep the calling team motivated and focused.
Employees appreciate being recognized for their hard work and incentive programs can be a great motivator. If the budget is tight, money isn’t the only incentive option, either. Other employee incentive ideas include recognition among peers, casual days, vacation time, company lunches, and awards. The incentive can be catered to what each employee values the most.
Value employee opinion
Inside sales and customer service representatives are on the front lines, engaging with customers and prospects on a daily basis. They know what they need and want and what’s working and what’s not. Representatives’ input should be taken seriously. Taking the time to speak to representatives and gather their insights tells them that their opinion is valued, which contributes towards their job satisfaction.
Customer and prospect satisfaction is a top priority, but employees need to be taken care of as well. They are the foundation of a good customer service and inside sales strategy and when the overall call center culture is a positive one, it translates into quality work performance, which translates into sales.
Publish Date: March 16, 2017 5:00 AM
|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.
PH: +1 512-872-7565
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044
|5.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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