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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. View services and plans offered by Global Call Forwarding that can 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 who 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.

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.

 

call center lady world map

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.