Benefits a Company gets from Call Center Reporting Software.
Why you need Call center reporting software? 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.
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.
Best 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
With a company that has the right reporting software for 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 help-desk, 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
It's not all about phone calls. 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 center service which has an excellent 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.
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.
Call Center Solutions - Offers Instant Solutions
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 strategical approach, defined by Penderson as the 'simplification of complex business processes to ope-rationalize 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.
Call Center - Steps in Coaching Call Center Agents
Call center today are no longer driven just by efficiency but more importantly about delivering effective customer service to company which have outsource their client support and the key to it is measured by such as customer loyalty, retention, service levels. Research studies has shown 62 per cent of consumers that call center handled, would stop using a company goods or services if they had a bad experience.
From the same research studies, 92 per cent of consumers form an opinion about a company image through their interaction with their call center and customer satisfaction is defines by this group is the ability to resolve a problem or offer a satisfactory solution at first contact when he or she call in for help.
Call center have always played a significant role in business with their ability to influence the relationship between a company and its customer. Many businesses believe it is critical to their overall success as it benefit from less time spent on customer support.
With customer base becomes more tech-savvy, knowledgeable and communication technologies such as the telephone, Internet, email and SMS become more prevalent, call centers must be able to leverage on these technologies to best serve their customer.
The Web is another important technology and place for customer support, research and online feedback. Nevertheless, the call center sites must focus on the customer and proper use of important data gathers from the Web. It is also a good idea to add a link from the company "Contact Us" web page to a list of frequently asked questions as one in four users checked the FAQs before submitting a question.
With unified communications, call center agents will be able to receive queries from these separate media contact and have them presented in an integrated format on their computer screen. This way, all enquiries can be addressed in the shortest possible time, increase resolution at first contact and productivity.
Instant messaging which is already a popular social tool for the younger generation. Although is not deployed yet by call centers, it is another example where companies should be ready to embrace such business-to-business tool.
Call center must always remember that your clients, the company that outsource their customer support are the ones who pay you. Look after the hand that feeds you and it will look after you too.
On the other hand, companies that outsource their customer support to call center, keep in regular contact with your clients, particularly the top 20 per cent - both current and past who have provided you with the most incomes. Give them a monthly "how are things" call without trying to sell them anything and thank them for their business. Keep in touch with the others 80 per cent via newsletter, email or greeting cards.
Do what many company people in business don't do. If you consistently make the extra effort, you will continue to get repeat business or more referrals.