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9 Ways for a Call Center to Use a Web Dialer

More and more companies (call center or not) are using a call center dialer or a web dialer to support their outbound calling strategies. The main reason is that this type of dialer can be used on any device and from any location. Here we will discuss what these dialers are and 9 practical ways you can use them to increase productivity and customer relations.

Call Center Dialer: 9 Practical Uses

A call center dialer is a keypad tool that allows your employees to make business calls through a computer or smartphone. Call center dialers and web dialers are not meant for call centers exclusively. Regular businesses that engage in outbound calling for sales or customer retention purposes can use this dialer to connect with local and international customers. Virtual phone service providers like Global Call Forwarding offer web dialers with their outbound calling service.

Depending on what type of company you operate, there are two types of calling:

  • Inbound calling: incoming calls by customers, prospects, and vendors usually for customer service and support.
  • Outbound calling: outgoing calls made by your team to customers and prospects to increase sales.

A web dialer allows you to receive and make calls from your computer or smartphone. This means that you do not need to invest in desk phones for every employee. They simply download a software, application, or browser extension. Most providers will offer a call center dialer with additional features such as the ability to save caller notes, update contact information, check voicemail, CRM integrations, etc.

Here are the top 9 ways your team can use a call center dialer to increase productivity and efficiency.

1. Sales and Lead Generation

Use the call center dialer to quickly contact various prospects on your sales list and generate new leads. You can store and update prospect information, notes on the interaction regarding whether they qualify, whether they are interested in the product, need a follow-up call, and so on. This way, you create a contact and the next time you call them, you have a history to build off of, and can quickly dial the number. Dialers are a call center favorite when it comes to calling large volumes of customers.

2. Increase Brand Awareness

Besides merely calling to make a sale or appointment, you can use a web dialer to promote your brand and increase visibility. Use market research to identify target audiences and demographics. Then, contact these potential prospects from this list and introduce them to your brand and its products and services. You can offer them a promotion or direct them to your website where they can learn more about the services you offer. This will help you get closer to target consumers.

3. Connect with International Clientele

Global Call Forwarding’s outbound calling service comes with a customizable caller ID capability. This means you can customize your outgoing caller ID and override it with a toll free or local number (of the location being called) previously purchased. Customers who receive such calls will see a toll free number or a local number and are more likely to answer the call. The main reason is that local or toll free calls are inexpensive compared to international calling.

You can get multiple international toll free and local numbers for countries across the world. With this service, you can call internationally for much cheaper rates and avoid paying long-distance calling fees.

4. Welcome New Customers

Use your call center dialer to welcome and verify new customers when they sign up or make their first purchase. This will demonstrate customer care as it shows that you value their business. You can verify purchases, offer to help them understand your service better, activate accounts, and so on.

5. Follow-Up on Recent Purchases

Check in with customers who made recent or repeated purchases with follow-up calls. Ask for feedback, how the experience was, or anything that can be done to improve the service. This too will display that your business cares about how customers interact with it. Your team should always try to improve customer service and this is one way to do so.

6. Reach Out to Abandoned Carts

Abandoned carts occur when an interested customer starts the check-out process but does not complete it. In other words, they abandon their cart and don’t make a purchase. Follow-up on abandoned carts with calls to identify reasons why customers may hesitate to purchase your product or service. Inquire how processes can be made simpler or help them complete the purchase.

7. Execute Customer Retention Strategies

Bringing new customers abroad can be more expensive than retaining customers. Having the ability to quickly contact important and valued customers can help you improve customer relations. Some good customer retention strategies include calling customers and prospects to:

  • Schedule new appointments
  • Set sales appointments at more convenient times
  • Remind them of upcoming appointments, payments, renewals, etc
  • Help reduce abandoned carts, and more

Keeping in touch with customers shows that your business is customer-focused and this will help you retain existing customers.

8. Raise Funds/Donations

Another useful application of a call center dialer is when your organization is conducting a fundraising campaign. You can reach out to members or prospects, present your campaign, and more through an outbound calling service.

9. Collect Customer Surveys and Feedback

Finally, a call center dialer can speed up phone surveys and help you collect feedback from customers about certain services, products, or interactions. Use this feedback to improve your overall service and offer better customer care.

Need a Call Center Dialer for Your Business?

Voice IP and web dialers can work together to give you the right tools to support inbound and outbound calling. Your business may fall behind if you do not take advantage of the right tools.

You can get a web dialer with our outbound calling service attached to your virtual phone number plan. Sign up today on our homepage or contact us for more questions!

6 Practical Tips for Managing Virtual Call Center Agents

What are some ways that you, a virtual call center manager, can encourage your employees and agents to perform well? Agents who do their job well will bring more business to your remote contact center and therefore, it is important to keep them motivated and trained. Here are 6 tips to motivate your agents while executing your duties in the most effective manner.

How to Manage Remote Call Center Agents

Managing work-from-home call center agents can be tricky if you do not know where to start. A remote call center works through virtual agents and offices. And this lack of physical office location can prove difficult when it comes to monitoring agents and their interactions. However, there are tools and options available to make this process much easier for managers. Here we will look at the different methods you can try to motivate your agents, monitor their work, and train them to do better.

1. Set and Reiterate Goals

It is important to always be on the same page about the goals and standards of the company. As an agent, what is the agent’s ultimate goal and what steps do they need to take to reach these goals? Provide clear and easy-to-follow instructions and make yourself approachable for any questions or concerns that may arise. Refresh these goals in team meetings or group chats to keep it fresh.

2. Train and Retrain Your Employees

No matter how experienced an agent may be, it is always a good idea to have them go through a brief period of training. This may include refreshing the way certain things are done or running through new software together or doing some practice calls. You may even choose to listen in on a few calls to study how the agent handles themselves. On a similar note, conduct online workshops or group seminars to run through essential training as a refresher for existing agents.

3. Provide Helpful Training Materials

Besides workshops and training, give them access to sales webinars, software tutorials, textbooks, and classes that may help them improve their sales techniques or outbound calling strategies. Having access to these materials will help them stay in touch with the system and processes being used. It will also help them learn about new trends in sales and customer service.

H3: 4. Explain the Importance of Building Strong Customer Relationships

Since this is a virtual call center, efforts must be focused on building strong customer relationships. Therefore, it is important that your agents understand why and how they need to pursue this goal. Educate them on the value of having long-term and returning customers and how loyalty can impact customer retention rates. This information should motivate them positively and encourage them to provide stellar service. This will help improve CSAT scores.

5. Provide Agents with the Right Call Center Tools

Helping your call center agents also includes choosing the right call center software for your call center. Whether it is getting an outbound calling service with an easy-to-use dialer or an IVR system that distributes calls evenly so that no agents become overwhelmed. Having the right resources can make sure your agents are not overloaded with calls and are able to provide solid support.

6. Focus on Improving Quality Assurance

Consider using VoIP call recording to evaluate how agents interact with customers and callers. Here you can identify areas of improvement and highlight appropriate agent behavior. This can also be used for training purposes with the goal to improve virtual call center quality assurance.

Improve Your Virtual Call Center with Global Call Forwarding

Global Call Forwarding offers virtual call center tools such as IVR, outbound calling, call recording, and more. Learn more about our services by talking to an expert today!

What is a Call Center Dialer?

Does your business need a call center dialer to support its inbound and outbound calling needs? How do you decide when it’s time to invest in a dialer and what type of dialer should you go for? In this post, we will discuss call center dialers and their usefulness.

Call Center Dialers: What are They?

A call center dialer is a dial pad tool designed to help you make outgoing or outbound calls. Even though these dialers are called “call center dialers,” they are not meant for call center use only. Any business that makes a large number of outgoing calls for sales, appointment setting, and customer service can use an outbound dialer. These dialers help improve agent productivity and efficiency. Types of call center dialers include the following:

Benefits of Manual Dialing

If you are a small- or medium-sized business, then you will most likely start with manual dialing. This is where your sales team manually works through a list of predetermined prospects or leads and contacts them. The benefit of manual dialing is that it offers more control and responsibility to the agents as to who to call and when to call.

Automated or predictive dialers exist as well. However, these dialers use automation to make calls automatically from a set database. There is little control involved, which some sales team managers consider more of a disadvantage. When making a sales call, the salesperson needs to prepare with the right information about the person, their history with the company, demographics, and so on. With predictive dialers, there isn’t always enough time to get acquainted with the necessary information before the call goes through. Manual dialing gives you the time you need to prepare.

Inbound/Outbound Web Dialer

An inbound/outbound web dialer enables you to make outbound calls and receive inbound calls through a dialer that works over the internet, accessed over a webpage such as Google Chrome. An inbound/outbound web dialer can be accessed through a URL and a virtual phone service account.

For example, to use Global Call Forwarding’s web dialer, you will need a virtual phone number plan and you’ll use your login information to log into the web dialer on a webpage. Logging in will lead you to the web or online dialer. This looks similar to a smartphone’s keypad or dial pad. Here, you can access or add contact information and notes, check your voicemail, and make and answer calls. All you need to do is remain connected to a reliable internet connection.

Getting a Dialer for Your Business

A web dialer can speed up the process of outbound calling for your sales or customer support team. No additional equipment or desk phones required. You simply need to enter the URL, login, and start dialing numbers. You can call customers you have already connected with or contact new prospects. Additionally, you can look up notes, other contact information such as email or address details to customize your sales approach.

Another benefit of an inbound/outbound web dialer is that it works well for businesses that have remote offices or remote employees. Employees can easily connect and start making and answering calls from anywhere in the world as long as they have a stable internet connection. Therefore, your business will have greater cost-savings.

Ready for a Call Center Dialer?

Businesses with a large outbound call volume should consider an inbound/outbound dialer to control and handle their business communication. Save tons by managing your calls in-house instead of outsourcing them. And call center dialers can help you do so. Check out Global Call Forwarding’s inbound/outbound web dialer. For more information, call us at 1 (888) 908 6171.

5 Surefire Ways to Improve Virtual Call Center CSAT Scores

As a virtual call center manager, it is your job to ensure that your center’s CSAT scores are high and continue to remain in good standards. Here we will detail 5 useful ways you and your agents can improve call center customer satisfaction (CSAT) scores.

Virtual Call Center CSAT Scores: Why are they Important?

CSAT scores are the measure of customer satisfaction your call center generates. That is, after interacting with your service, how happy are your customers and how likely are they to recommend your service to others. Satisfied customers can easily convert into returning customers and will be the ones that bring new customers to your business. For this reason, improving and maintaining high CSAT scores becomes essential. To succeed, your virtual call center should implement the following methods.

1. Increase Personal Interaction

More recently, a lot of technology has been developed to automate virtual call center processes in an attempt to increase productivity and efficiency. While these are positive influences, it may lead to a decrease in personal interaction between your call center and its customers. Personal interaction is important in order to thoroughly resolve issues.

Many times, customers call a business or call center to get an immediate response. Being bounced around a complicated IVR system or interacting only with the automated system can increase frustration, especially if their issue is rare and complex.

Try to ensure that there is some personal interaction that takes place during a call, as often as possible. Your IVR system is built to make your virtual call center run smoothly, but it does not need to overtake all calls and interactions. Even if it is at the end of the call, have an agent connect to ask: “Is there anything else we can help you with?” Keep in mind that more positive personal interaction equates to more resolutions which, in turn, leads to higher CSAT scores.

2. Increase Quality Assurance

Maintaining quality assurance (QA) is another important factor in improving virtual call center CSAT scores. Call center QA focuses on providing high-quality customer service that matches the business’ standards. And so, QA pays attention to the customer, their issues and needs, and how to improve caller experience. All of these lead to better customer interaction and higher CSAT scores.

Some essential call center QA strategies include training your agents to understand and maintain business standards and goals. For example:

  • Are agents following the necessary scripts?
  • Do they ask questions about the customer’s needs, history, and experience to better understand the issue?
  • Are they following protocol?
  • Is there any misunderstanding or miscommunication?

Virtual call center managers can listen in on calls or review recordings of calls to study and analyze different factors or aspects of agent/customer interactions. They can then provide more training, highlight strengths and weaknesses, strategies that work or that need improvement, and so on. All with the same goal: improving caller experience and increasing customer satisfaction.

3. Pay Attention to Customer Issues

This goes in line with quality assurance. It is important to understand what issues the customer is facing in order to better help and serve them. Here, as a virtual call center manager, you may consider market research to provide data about certain products and services and their most common issues and concerns. This way, your agents are better equipped to help or resolve upcoming issues.

The aim should be to provide solutions and resolve the issue on the first call itself. This is called first call resolution. Call centers or businesses with a higher first call resolution rate have more satisfied customers and higher CSAT scores.

4. Purchase the Necessary Virtual Call Center Technology

It is imperative to invest in the right tools. As with any project, to do a good job, you need the right tools and support. The same goes for a virtual call center. Consider investing in virtual call center software from a provider like Global Call Forwarding where you can customize your options, features, and services to create an ideal phone system.

Most virtual phone service providers offer tools that can support remote and virtual call centers. These include:

  • Call forwarding and routing options
  • Call recording to record incoming and outgoing calls
  • IVR system to manage and distribute incoming calls
  • Outbound calling to make local and international calls with customizable caller ID
  • Local, toll free, international, and vanity numbers that route calls via the internet, and more

5. Track Call Center KPIs

Another way to improve your CSAT scores is by tracking and monitoring important metrics such as:

  • Call answered
  • Calls abandoned
  • Average hold time
  • First call resolution rate
  • Number of calls answered by each agent
  • Time taken to answer a call, etc

These key performance indicators (KPIs) can give you insights into areas of strength and improvement. And they can help you understand your center’s customer service levels and even its current quality. This information will lead you to your next step in improving the service you provide.

Improving Caller Experience at your Virtual Call Center

Increase your CSAT scores by improving the way your call center interacts with its callers. Provide better customer service, pay attention to your callers, and watch your customer satisfaction and retention scores increase. For more information about virtual call center software from Global Call Forwarding, call us at 1 (888) 908 6171.

On-Premise vs. Virtual Call Center Software: How to Choose

Want to know if your business can benefit from an on-premise or virtual call center? Here we will run through a comparison between these two call center software types so that you can determine what is best for your needs.

The Call Center You Need: On-Premise or Virtual?

Deciding which software to use depends on the requirements, budget, and goals of your business. Let’s look at what each software type does and how each can be beneficial.

On-Premise Call Centers

On-premise call center software is run and controlled by the business itself. The hardware, software, and other infrastructure is held in-house. This means that the business is responsible for its maintenance, upgrades, and expenses. It also means that you have control over it and how it functions, which is a benefit for some companies. But others may not want to deal with hiring an IT team and the added costs.

Virtual Call Center Software

A virtual call center software is hosted by the server but runs on the cloud. This cloud call center handles customer support and success communications. The benefit of such a virtual call center is that all interaction between the business and its customers remains accessible from anywhere, via the internet. This includes inbound and outbound calls, email, instant messages, etc. Since customers are using digital channels to connect with businesses — such as email, instant messaging, etc — companies are switching to modern virtual call centers.

On-Premise vs Virtual Call Center Software

So, while both types of call center software have their advantages and disadvantages, how do you decide which is right for your business? It all depends on what you need and what you prioritize. Would you like full control of your inbound and outbound calling? Do you need to cut down costs? Determining what you want to get out of a call center software will help you identify which will work better for you.

Costs: An on-premise call center will require set-up costs. For example, you will need equipment, hardware, licenses, servers, and full-time agents. Additionally, you will have to spend on installations, upgrades, and maintenance.

On the other hand, using a virtual call center software will mean that you can build a virtual call center or virtual office and hire remote agents instead of needing on-site agents. Additionally, you won’t need to spend money on equipment or a physical office space. All of this helps increase savings.

Scalability and Reliability: Virtual call center software offers the same functionality and benefits of an on-premise solution. However, the former is far more scalable, reliable, and flexible. Changes to certain lines or numbers can be made quickly by the account manager or by contacting the provider.

Mobility: An on-premise call center will need an in-house team to run and maintain the system. This may even require you to be present on-site to ensure everything works according to the plan. If you desire a centralized, physical location, then an on-premise call center software will be more appropriate.

On the other hand, if you have employees working remotely or spread across the world, then a virtual call center will prove more beneficial, as everything can be monitored and tracked through the online account management system and your softphone. All you will need is a strong and reliable internet connection.

Advanced Features: An on-premise call center software can give you basic, traditional call center features such as call transfer, extensions, hold, voicemail, call logging, etc. However, a virtual call center will give you access to premium services such as advanced IVR, click-to-call, call recording and forwarding, and more.

Virtual Call Center Software with Global Call Forwarding

You can get the necessary tools to set up a virtual call center from a cloud-based phone service provider such as Global Call Forwarding. We offer local, international, and toll free numbers. Additionally, you can get advanced features such as Call Recording, Interactive Voice Response (IVR), Outbound Calling, Call Reports, and more. All of these services can support your virtual call center. To learn more about virtual call center software or to start setting one up for your business, call us at 1 (888) 908 6171 to talk to an expert.

Advanced Call Center Technologies for Sales and Support

As 2019 comes to an end, it is time to review and explore advanced call center technologies that are becoming more popular for sales and support. These technologies and tools help centers drive traffic and work through leads and calls effectively. Some companies have already started investing in advanced tech and more relevant features. Read on for the latest advanced call center tech many companies are considering.

Technologies Used by Call Centers

Call centers assist companies in telemarketing and sales efforts, tech and customer support, and making reservations and appointments. They, therefore, require different kinds of technology to support the work they do. These technologies help centers and employees sort through calls and information, keep and maintain records, and increase customer interaction. Often times, it is through call centers that customers interact with a company. Thus, it becomes important for these centers to utilize tech and tools to their advantage in order to improve customer relations. Let’s have a look at some of the advanced call center technologies available and understand why centers are gravitating towards them.

Virtual Offices With Cloud Communications

Remote call center agents and customer service agents are on the rise. Companies are hiring more and more remote agents in an effort to expand their business without increasing costs. These agents can work from across the world, making it easier for companies to tap into those consumer markets. Having remote agents and a virtual office enables seamless team communications and also ensures that customers can always reach your business.

Advanced Call Center Technologies for Sales and Support
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How to Start Using Cloud Communication

The first step to adopting cloud communications is by getting a virtual phone number. This can be a local or international toll free number based on your requirements. Phone service providers like Global Call Forwarding can help you with a variety of virtual numbers. These include local and international virtual numbers, direct inward calling (DID) numbers, or international toll free service (ITFS) numbers. You can also benefit from additional features like rollover numbers, outbound calling, call forwarding, and so on.

Call Center Analytics

Companies are increasingly investing in various software and applications that provide call analytics and reports. These reports provide statistics about the number and types of calls made, what day/time is most preferred, etc. Likewise, such data provides insight into understanding customer preferences and the target demographic. They help predict customer engagement and improve call center quality assurance (QA). They are also used for evaluating agents’ performances by studying average speed to answer calls, hold times, customer satisfaction ratings, and call recordings. Then, if necessary, agents can be re-trained to help them perform better.

Multichannel Communication Lines

Opening more channels of communication — calls, emails, and text messages — between your business and its customers is essential. The more channels, the more likely customers will interact with your company. There seems to be a growing demand for texting or instant messaging services for call centers. Text message outreach makes it possible for agents to reach customers through yet another path. Most people prefer texting or emailing over phone calls and so, this feature will enable ease of communication on the customer’s part.

Other Innovative Features To Note

Besides the above-mentioned trends, some of the advanced call center technologies also include features and tools to improve customer service. These features help reduce agents’ workload as well as time that may be lost by prioritizing and distributing calls. Keep reading to learn more about these features and how they can be of benefit to your business.

Self-Serving Troubleshooting and Solutions: Today’s customers often want to resolve their customer service issues on their own. For this reason, many companies are looking into self-serving options such as displaying problem-solving information and FAQs on websites.

Callback Features: A new feature gaining attention is the Click to Call feature for customers to request callbacks. Global Call Forwarding has a similar feature called CallMe Click, a widget placed on the business’ website. Customers who visit your website can click on the button, fill in their contact information, and automatically receive a call from your company.

Predictive Dialing: Another popular feature, Predictive Dialing, is programmed to automatically dial a set list of numbers. When a call is answered, it is switched to a representative. These dialers can also screen for voicemails and busy signals and use statistics to predict the best call times.

Staying Up To Date

Now that you are up to speed about the advanced call center technologies available, it’s time to see what you can use for your company. Get your business a phone system that helps you conduct call center QA and also make you more accessible to your customers. Check out Global Call Forwarding’s rates and plans today. Invest in an easy-to-use phone service aimed at improving your customer relations. Happy customers make for a happy business!

Call Center QA: Effective Quality Assurance Strategies

When running a call center, it is important to pay attention to Call Center Quality Assurance (QA). Call Center QA is a process that focuses on and ensures customer service and interactions are aligned with business goals. QA is customer-centric. That is, it is concerned with understanding customer issues and concerns, improving customer experience, and improving communication. QA is typically conducted by identifying ideal customer service agent behavior. Maintaining a good schedule and interacting in a professional tone are just a few ways to achieve good customer service.

Call Center QA

It is best to look at QA as an on-going process. This way, customer service agents or representatives will be motivated to always be on their best and most efficient behavior. Representatives should be made aware that their calls, emails, and chats are being recorded. This is important because these are the most crucial areas of customer communication that affect the business.

Essential QA Strategies

There are different ways to ensure good customer service practices benefit your company. Analyzing call and customer metrics include monitoring average response times, call logs, handling times, customer ratings, etc. You can determine QA data through assessments made by team leaders.

Call Center QA Effective Quality Assurance Strategies
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Training and Motivating Your Agents

You should make call recording a significant part of the supervisory process. This way, you can review calls with customer service agents and help them identify areas to improve. Here you can also encourage and acknowledge their strengths, keeping them content and motivated to continue their good work. Additionally, knowing their calls are being recorded will give them an incentive to do a commendable job.

Appointment setters are responsible for contacting leads to generate appointments. Essentially, the company suffers if the appointment setter is unable to do their job. So, how do you make sure that appointment setters do a good job? Train them to learn the script and sound excited about the product they are offering. It is important that they are knowledgeable of the product so they can efficiently answer customer questions. Additionally, they should have the ability to listen to their customers’ doubts and queries. This way, they can make the customer feel heard and respected. Finally, they should send email confirmations with important details immediately after phone conversations.

Another way to train your agents is through evaluation. Evaluating agents will ensure they understand what is expected of them and are able to meet your standards. When assessing an agent’s interaction with a customer, using a Call Center QA Form will help you judge important elements. Here are some examples of assessment questions:

  • Did the agent greet the customer?
  • Did the agent ask questions to understand the customer’s needs?
  • Did the agent answer the customer’s questions accurately?
  • Did the agent follow protocol?
  • Did the agent display a professional, yet empathetic manner?

With questions like these, one can evaluate the agent’s strengths and weaknesses, and rectify areas that need refinement.

Utilizing Customer Feedback

Customer service feedback provides companies with a good idea of the customer’s perspective. With such feedback, companies can understand what they are doing well and which areas need improvement. To improve call center productivity, use recordings to compile data to set future goals and develop more effective approaches. Here, you can also identify frequently asked questions and develop customized messages to save time. Using an interactive voice menu can also answer questions by letting customers select a number to hear frequently asked questions. Such interactive voice responses (IVRs) can be set up by your virtual phone number provider and they are highly customizable.

You can also utilize call recordings to learn more about your customers and their preferences. For instance, how do they respond to certain questions? Why do they prefer one product over the other? What issues or concerns do they have? Are they asking for a product or service your company doesn’t offer and should you consider investing in it?

Consider Virtual Phone Numbers For Your Call Center

In conclusion, virtual call center software solutions focus on increasing productivity and reducing time spent on answering calls. Virtual numbers also make it easy to facilitate remote agents. Therefore, enabling you to host your call center from anywhere. Global Call Forwarding provides virtual phone numbers with additional features such as call recording, call transfer, IVR, customized greetings, and more. Call Global Call Forwarding 1-888-908-6171 for help with your call center QA today!

The Top Reasons Customer Service is Your Company’s Lifeline

Is customer service the reason your business is suffering? Customer service is one of the most critical areas of your company, and when it hurts, your entire company will fail. Think about it; customer service representatives are the direct line between your business and your customers. Do you think that your team is representing your business well? In the highly competitive small business industry, your customer service team could be the ‘make it or break it’ aspect for your company.

Customer Service Puts You Ahead

Companies with highly trained customer service staff will always come out on top, compared to other businesses that spend their time looking to other avenues such as marketing and ads. Marketing and advertising are essential aspects of the company but did you know that it’s better to focus on your existing customers? It may sound counterintuitive, but it’s true. A loyal customer is for life, and when doing business long-term, loyal customers can make a difference in your longevity.

If you are still skeptical of the benefits of customer service, then read on to learn the top reasons customer service is your company’s lifeline.

1. You Save with Customer Retention

Customer retention by 5% can increase your profits by more than 25%. If that math seems a little wonky to you, think about it. If you have one loyal customer, they are much more likely to continue to purchase from your brand. If you sell tissues, toilet paper, and paper towels, they are much more likely to buy all three products dutifully every week they come into your store. Contrast that long-term purchasing with the customer who decided to try your product one time when it was on sale. If you gain enough customer retention, your brand will sell itself, saving you money on operating costs over time. What does all of this have to do with customer service? You gain loyal customers by being loyal first. Be available 24/7, listen to their needs, solve their problems, and always let your existing customers know that you appreciate them.

Customer Service
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2. It Gives Your Brand a Positive Image

You know your mission statement, but just because you’ve got it memorized, that doesn’t mean your customers do. Customers only know from your company what they assume about it when they view you on social media, see your ads, and interact with you on the phone. If you have a positive presence all across the board, they will see your company in a positive light. It’s as simple as that.

3. Happiness is Contagious

A big smile from a stranger can brighten anyone’s day. Imagine you were having a bad day and running late for work. Then, on your commute to work, a baby can’t stop smiling and giggling at you. It would be hard to continue focusing on your bad day when so much happiness has entered your sight-line. The same goes for customer service agents. A positive customer service agent on the other line can help set the mood for a disgruntled customer on the other end.

4. Word of Mouth

Money can’t buy you word of mouth advertising, but it is one of the most worthwhile forms of advertising. We’ve all done it when we are impressed with a brand; we can’t help but talk about it with our friends. If you have a pleasant experience with a company, it stays with you, and that’s why having a strong customer service team is so important. We revisit and reorder from the same places over and over again because something impressed us. Whether that’s a happy server at a restaurant or no-hassle, free-shipping on returns at a fashion company.

5. People Are Willing to Spend More on a Brand They Trust

This is something that is not very obvious, but very relatable. If you’re shopping online and looking for a particular product, you’re going to go with the brand that you trust over another brand with cheaper products but a bad reputation. When you’re looking for a restaurant to go to with friends, you might check out Yelp. If there are rave reviews for a more expensive spot you’re more likely to check that place out then to head to the dive bar with one star.

Call Center KPIs: 12 Metrics to Track for Customer Success

Which call center KPIs are necessary to help you understand how your business is performing and how satisfied your customers are? The following is a list of 12 important call center metrics to consider.

Call Center Standard KPIs: Important Metrics to Track

Call center KPIs or key performance indicators are metrics to help you measure how well your business is doing and what areas need improvement. KPIs are business-specific. Therefore, it is important to select them wisely by considering the strategic interests of your business. There are four basic areas to consider:

  • Affordability and sustainability of the call center
  • Maximizing your customers’ experience
  • Improved business outcomes
  • Efficient use of your human resources

The following is a list of call center KPIs to consider for your contact center. Identify the right KPIs for your business and strive towards a better success rate.

1. Average Time in the Queue

This call center KPI represents the total time callers wait to speak to an agent divided by the total number of calls. Reducing wait times should be every business’ top priority. Customer frustration increases with increasing queue time. Additionally, this gives the impression that your business has poor customer service. And unhappy customers won’t hesitate to find a business that can cater to them faster.

2. Service Level or Response Time

Service level is the percentage of calls answered within a specified period. More specifically, it is the number of calls attended to within a specified number of seconds. Call center managers often set a service level goal such as 90/30 (i.e., 90% of the calls are answered within 30 seconds). Some consider service level one of the most important call center KPIs since it is closely related to customer service.

3. Percentage of Calls Blocked

As the name suggests, this is the percentage of incoming calls that are blocked. Or in other words, calls not connected to an agent. Either the agents were busy or the call center software could not handle the call volume. Blocked calls lead to customer dissatisfaction and possible loss of future business.

4. Average Speed of Answer

This metric measures the amount of time taken to answer a call during a certain time frame. This includes the sum of time in the queue and time spent waiting for the agent to answer their call. It does not, however, consider the time the caller spends interacting with the business’ IVR. This metric helps measure the efficiency and accessibility of the call center team.

5. Average Handle Time

This is one of the most commonly measured call center KPIs. The average handle time is calculated by adding the agents’ talk and hold time to their post-call work time and then dividing this sum by the number of calls handled by the agent. Managers trying to reduce the average handle time must be careful in their approach as customer satisfaction could be affected. There are several steps to improve the average handle time:

  • Thorough training and coaching of agents
  • Continuous monitoring of agents’ performance
  • Recording of calls
  • Streamlining agent workflow and processes
  • Optimizing call routing
  • Using a detailed and useful knowledge base
  • Utilizing an internal communication system
  • Ensuring customer information is current

6. First Call Resolution

First call resolution occurs when a customer’s query is satisfied during their initial call, and follow-up is not necessary. Research suggests that this metric has a greater positive impact on customer satisfaction than any other KPI.

7. Average Abandonment Rate

The call abandonment rate is a measure of the number of times customers hang-up or abandon calls before reaching an agent. Long wait times, confusing IVR systems, jarring hold music, etc., can lead to a high call abandonment rate. Customers gravitate to companies that are easy to reach in a timely fashion.

8. Average After Call Work Time

After a call is completed, agents complete tasks such as sending out confirmation emails, updating databases and CRMs, and contacting call center teammates. This time spent after a call is referred to as average after call work time. Oftentimes, this can take up a lot of an agent’s time and managers are constantly trying to find ways to reduce this time. Easy-to-use and efficient CRMs where all these activities can be completed through one platform can help reduce the time spent on completing these activities.

9. Customer Satisfaction

Customer satisfaction rates or a CSAT score is one of the most important call center KPIs. These scores are important to measure as they can give you insight into how customers are interacting with or enjoying your service. Good customer satisfaction rates mean that your employees are doing a good job, leaving customers happy and satisfied. Companies can measure customer satisfaction or CSAT scores through customer surveys (email, phone, in-app).

10. Occupancy Rate

Occupancy rate measures the total time agents are on calls or completing other work-related tasks divided by the total work time. In other words, this metric measures how long an agent is occupied with work. Optimizing occupancy rates is one of the top goals of any call center manager. However, this can lead to heavy workloads and overburdened employees.

11. Agent Absenteeism

Agent absenteeism is, as the name suggests, the percent of days an agent is absent from work over the total number of contracted days. This KPI can provide insights when budgeting or planning ways to optimize agent work. Human resource personnel routinely track the days lost from work for all call center employees. Effective call center operations minimize absenteeism.

12. Agent Turnover Rate

This is another important call center KPI to pay attention to. The agent turnover rate is the percentage of agents that quit their employment. This can be due to a range of factors: monotonous work, no rewards or incentives, excessive workload, and so on. Keeping employees and agents happy can lead to better CSAT scores and improve sales or profits.

Which of These Call Center KPIs Does Your Business Need?

Call center metrics can help you determine how satisfied your customers and employees are as well as how efficient your business is. Now based on your business and its requirements, identify which of these call center KPIs do you need to track. Once you make a list of necessary KPIs to measure, start tracking through helpful software, and watch your business improve!

5 Call Center Features You Need for an Inbound Sales Team

Inbound call center agents handle incoming calls for your company, usually in large volumes. Traditionally, call centers take on product orders or provide customer service during hours when your office is not available.

 

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Call centers will typically use virtual toll free numbers when the call center is located outside the country. They are especially beneficial in areas where labor is less expensive. For example, you may have a few call centers setup in the Philippines or India. Depending on your industry, you may even have call centers specified just for bringing in new sales opportunities.

International call forwarding services are imperative to sales teams. Whether you are the owner of a call center in the Philippines or India, a toll free call forwarding service provider can get your enterprise set up with a call center phone system so you can increase sales at your company. We highlighted 5 key features that can increase the effectiveness of your inbound call center.

Your Inbound Sales Team

Inbound sales, by definition, is the budding relationship between a potential client that reaches out to your company and a salesperson from your organization. Because the digital realm has transformed the way companies interact with consumers and make sales, enterprises have now included digital phone numbers, or virtual phone numbers, to streamline the process.

When these features are integrated into your processes, your inbound call center can be more effective than ever. Global Call Forwarding is able to help you attract the revenue you want with new and more modern techniques than ever before.

Below you can read about 5 of the top call center phone system features that can improve the performance of your inbound sales team.

  1. Call Recording

Call recording is a feature that allows you to record any inbound calls automatically. Simply select the number you want to record and enable or disable the feature as needed. With this in place, you can monitor your international call center’s conversations and understand how to improve the sales process. As a manager or business owner, you may find that after listening in on a few calls, you will have just the right knowledge to help out your employees. You can also use these recordings to train new sales staff.

When you keep and store these calls from your personalized Control Panel, you can also recover lost information from previous calls in case that you need to remember important details about your prospects. Let’s say, for example, a prospective client has spoken to a salesman in your India call center. However, when the same client calls back a week later, your salesman is either out of town, on vacation, or no longer working for your company. To find out information about this specific client, you can access your Control Panel and pull important information from their previous conversations. Now you will be able to hand off the inbound client to another member of your call center in India without worry. This can be a useful add-on to your current plan with Global Call Forwarding.

  1. Call Transfer

This feature is just like having an auto-attendant or virtual assistant! Call transfer allows you to make a transition immediately or place a person on hold while you brief the individual on the other line. This can be done even if all three parties are in different countries or area codes.

How does this help your inbound sales? If a potential client contacts your call center in the Philippines and has reached your virtual assistant, your assistant can place that person on hold while they brief the salesman. This allows your salesman the opportunity to quickly research the client’s needs or requirements. This is especially useful if a salesman would like to offer unique products or services that are even better than the competition.

  1. Simultaneous Ringing

There are many reasons to have simultaneous ringing in a call center. With this feature, you can forward calls from your line to two or more numbers through your inbound call center. Even though they will ring at the same time, the call will only be connected to the first salesman to answer it.

This is useful if you have a sales team that is not always in the office or at their desk. Perhaps they frequently travel and meet with different business partners. With simultaneous ringing, they could get calls transferred to their personal cell phones if this is a more convenient option for them. This ensures your team does not miss out on important communication while they are away.

  1. Interactive Voice Response (IVR)

Interactive Voice Response (IVR) gives your callers a computer greeting and directs them to the appropriate line for their needs. All of this is automated for their convenience as well as yours. All they have to do is navigate through the menu system through their voice and keypad. Best of all, this system is customized to your needs. Within your IVR, you can include company announcements and new deals. This even gives you another opportunity to sell!

IVR also saves your employees time and effort if there are individuals who tend to call your company for a simple, specific reason. For example, if a customer contacts your India call center because they only need to receive their account information, your Interactive Voice Response can do it for them!

  1. Black and white lists

Filtering calls is now easier than ever. Reject numbers coming in from specific area codes to maximize your efficiency. No more unwanted or unsolicited calls!

If your call center in the Philippines is getting hounded by spam, for example, you can integrate black and white lists with toll free call forwarding services. Your “Black List” blocks unwanted callers while a “White List” places preferences on those you want to hear from.

Improve Your Inbound Sales Team

These are just a few of the call center phone system features that can improve the performance of an inbound call center sales team. It is incredibly important, now more than ever, that your sales teams remain consistent in the way you provide service.