Call center reporting software, Why you need it. Your business is growing and so does your base clientele. Your customers are international and your staff experience a heavy influx of calls. Your staff experiences heavy influx of telephone calls.
5 Benefits a company gets from a Call Center.
The company's phone lines gradually get congested and your customer transactions suffer because they could not reach your office. As the manager, you know you must implement solutions fast or your business will suffer. Under these conditions, its time you switch to call center services.
Call center reporting software advantages.
A help center, equipped with the right Call center reporting software, offers the following essential benefits:
ENHANCED CUSTOMER RELATIONS
Because callers can immediately connect to your office, they can transact business with no more waiting time. It eliminates wasted calls. It gives your customers quick access to the information they want and thus results in an improved relationship with them. And too often, because clients can reach your office immediately, it enhances their perception of your company. You get more customers, more deals and greater revenues.
A service center allows staff to deal with more customers at any given time. Ricardo Vandenburg, CEO of a large pharmaceutical company can attest to this.
The rapid growth of our company entails more doctors calling for prescription drugs and customers asking for product description. Our staff cannot handle this increasing volume of callers. This service solved our dilemma. Now, our personnel can take the growing calls and dispense the necessary services in less time, making customers happy. This translates to greater overall efficiency.
Minimized Expenses on Call Center Reporting Software
Call center reporting software used in call centers. With a company that has the right Call center reporting software for call customer service, the same number of staff will be able to handle more calls. Sarah Daniels, an insurance company manager, has this to say:
We would have incurred large overhead expenses if we hire additional personnel to handle incoming calls. Instead, we turned to a help center. It satisfactorily met our demand. And we were able to save money in the long run. As you can see, you need not hire additional personnel or install extra phone lines to meet caller volumes.
In an ordinary helpdesk, your office can not track the number of calls you receive each day, how many of these calls were positively resolved, how many callers turn away, etc. A call center makes these statistics available so you will know measures to take in order to improve your business. We didn't take any interests on our calls in the past, says Michigan-based farm tools company owner Chris Landers. But with a contact center giving us these data, we see some patterns and seek ways for improvement. These statistics are really helpful.
BETTER OFFICE COMMUNICATION HANDLING
A call customer service, aside from handling live calls, can also process emails. In addition, it can handle fax, web-based queries, web-cam conferencing, Instant Messaging, and other means of communication for the company.
Our struggling staff could hardly deal with the number of calls we receive, and we hardly have time for incoming emails. A number of deals were lost because we neglect emails. But now, we know better.
Our call customer service which has an excellent Call center reporting software program, processes our calls and emails. Now, we receive favorable business transactions out of these emails. These are just some of the many benefits your company can enjoy from a help center.
Going abroad: Call centers in the Philippines
Opening up a call center in the Philippines has never been cheaper, faster and easier than today, thanks to contact center incubation services. Companies that want to start their own operation in the Philippines can choose to build a facility from scratch or to incubate with the country’s largest and leading help center incubation service provider.
The advantages of incubating with a company that has more than 10 years experience in building state-of-the-art help facilities are numerous. One of the key advantages is cost. Setting up a facility comes with risks, uncertainties and a heavy capital layout. Companies opting to incubate with the country’s leading call center infrastructure provider can not only start to operate within a couple of weeks but also, and more importantly, do not have to cash out hundreds of thousands of dollars to build a facility.
Another key aspect is that the call center incubation facilities of the country’s leading contact center infrastructure provider have been used and tested and are therefore extremely reliable. Service center incubation facilities of the country’s premier service provide are all located in AAA+ buildings and meet the highest quality and security requirements of multinational companies.
Best of all, contact center incubation services are extremely affordable. The country’s leading call center incubation service provider offers incubation facilities across the Philippines.
What to look out for prior to considering a service incubation facility in the Philippines:
Employee benefits. The location of a call center facility is the key to attracting and retaining qualified agents. The call center incubation facility should have good access to public transportation (buses, trains, taxis). Agents today can and will choose to work for service centers that are strategically located (e.g. close to malls, train stations, etc.). Qualified agents will avoid working for companies located in remote, less secure areas of the Philippines.
b) Surroundings/General Infrastructure
Most Agents work in the evening or at night. The infrastructure where the company is located (e.g. coffee shops, restaurants) also plays a very critical role for attracting qualified employees.
A large percentage of agents prefer to work in call centers that offer pleasant and clean (state-of-the-art) work environment. Employees take great pride in working in help centers and will choose a work environment that they feel most comfortable in.
Take a close look at the experience level of the company that you intend to incubate with. Putting up a decent looking facility is fairly easy and can be done by anyone. Building a secure, extremely reliable, fully redundant facility is not that easy. It is encouraged that you ask the right set of questions:
- How long has your company been in existence?
- How many facilities have you built over the last five or 10 years?
- Who are your technology partners? (Talk to them.)
- Who are your clients? (Ask for ones that ring a bell and mean something to you.)
- How do you choose your locations?
- Who provides tech support?
- What is their qualification level?
e) Client References
Ask for a list of clients. Not just a few. Get references and verify those.
Are your call center operations aligned with sales and service strategies?
If your company’s goal is to provide an end-to-end customer experience that reflects the overall quality of your offerings, you might be disappointed to discover just how much of a weak link your contact customer service can be. Whether inbound or outbound, pre-sale or post, in many companies the service center is a main conduit with customers that often falls short of expectations.
Benefits a company gets of call centers
Let’s face it; we all dread just about every call center experience we undertake as customers:
- The long wait on hold listening to looped Muzak
- Entering your account number when prompted only to recite it again when an agent gets on the line
- Having to select the correct menu number without being given any good option for your issue
- Finally talking with a live person who is unable to solve your problem
- Dealing with an accent so thick you could cut it with a knife (which is only one of the weapons that come to mind by the end of the ordeal).
The list goes on, and many of our experiences almost seem designed to send us to the competition. How can businesses stem the tide and get this right? What does it take to give every customer the kind of call center experience that produces higher satisfaction and loyalty, not to mention more sales? Also read 5 Considerations When Engaging call center services.
According to expert Kathleen Penderson, “It’s never easy. Most often, leaders fail to recognize that the most effective call center operations are seamless extensions of the company strategy and brand, and not disjointed after-thoughts.” Penderson is the CEO of a large Consulting company that works exclusively with call centers, specializing in e-commerce and healthcare.
“When a company’s brand promotes high quality products or services, operations better be up to the task of delivering on that promise,” continues Penderson. “The translation of brand to operations is the job of the business leader. The leader must understand the tasks, tools, cross-functional relationships, and behaviors required to deliver on the promise of the brand.” It seems as though many leaders haven’t received this memo.
The harm that results from this kind of misalignment can be substantial. Penderson explains, “When the brand promise includes promptness and accuracy (critical for healthcare, insurance, finance, utilities, etc.), but the back-office operations are flawed, the experience and the brand are exposed to damage—not to mention the additional contacts from customers to straighten out messes or answer status inquiries. This is all pure cost, offers minimal value, and provides very little as far an experience or revenue generating opportunity. It is very difficult to up-sell a customer with troubles.”
Aligning operations with organizational strategy and brand is no small task. The strategic and the tactical often don’t mesh with a workforce divided between the two goals. Generally, senior leaders think more strategically while the rank-and-file concern themselves with tactics. We can combine both as two sides of the same coin with the concept of the stratactical approach, defined by Penderson as the 'simplification of complex business processes to operationalize the strategic customer experience.' This practice allows for the extension of strategy into every customer contact, especially those that have traditionally been more tedious and less positive.
Are you aware of the points at which your customers cease to have the kind of experience you want them to have? The weak link could be your call center and call center reporting software.
Don’t walk away when the sale is done
Many salespeople consider closing the deal as the last step in the sales process. Whereas, the best sales folks recognize that this is just the first step of the next sales cycle. If you walk away from your customer the moment they have your product in hand, you miss ready-made opportunities for new business.
Call centers should pay heed. Some reps begin to think of all customers as uneducated and resistant. Rather, they should think of their customers with the utmost respect. They should enter into any conversation with appreciation for their customers’ intelligence and their willingness to learn about what will benefit them.
Call Center best practices have shown that reps who adopt this attitude of respect and who understand that one purchase can beget another are far more successful than those who shut down the minute a deal is done. Repeat business is real and should be pursued.
Carl Sewell, co-author of Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer, has made that his mantra for success. A customer service classic, his book tells the story of his success in transforming his Dallas car dealership into the second largest in the country. He attributes this outcome to providing service excellence…with every customer and in every interaction. He was focused on the long-term acquisition of loyal customers, not just the short-term sale.
If you think of your relationship with your customer as beginning, not ending, when your product is purchased, your whole attitude shifts. Instead of moving quickly on to the next opportunity, you recognize that this customer, well served, is far more likely to buy again than the next one on the line that you’ll have to “warm up.”
Don’t rush to the end of your conversation with a buyer. Check to see that you have covered all the bases. Is there anything else you can help with or questions you can answer? Don’t convey the impression that the customer is only worth your time before the sale. In fact, they can be worth more after the sale.
Customer loyalty is hard-won and yet it is a critical factor in a company’s future growth and success. Call center advantages. Do your part as a call center service rep to mine the possibilities inherent in happy, satisfied customers. Think of Sewell’s auto buyers and how they valued superior service enough to return again and again.