With the evolution of technology, the customers’ expectations of service and support have increased tremendously. Now, offering support over a phone call or email does not suffice. Businesses need something more. But, what could that be? Well, the answer is, a Live Chat Software. Some might feel that live chat is not very effective and setting it up might be complex process. But they cannot be more wrong.
The harsh reality for today’s business organizations is that it takes months to find a customer and just few seconds to lose one. In the age of instant gratification, nobody likes to wait and if you are a B2C brand, then this becomes an even bigger issue. Your customers want quick answers to the queries at their convenience. Period. Now it’s your job to ensure how to provide the best customer support to keep your customers loyal to your brand. You need to keep in mind that building a good customer experience doesn’t happen by accident, it happens by design. A right customer support system in place can be a game changer for you to outshine your competitors by offering seamless customer service.
In a world where the customer is the center of business philosophy, people have changed their notions and now they demand a more personalized and self-centered service. This has led to a change in the way businesses work. They have to now put their utmost efforts in making customers feel special and satisfied. Nowadays, businesses can only be successful if they keep on innovating and changing their strategy around customer requirements.
Customer experience thought leader, Shep Hyken has very accurately said, “Recognize that every interaction you have is an opportunity to make a positive impact on others.” This quote mirrors the underlying business requirement to have seamless customer-focused interactions at each stage of a buyer’s journey. Customer interaction management (CIM) is simply defined as the process an organization follows to handle all the interactions with its customers.
We have all become accustomed to using abbreviations in our lives. Sometimes, even without knowing their meanings. This holds true - both in our professional and personal lives. But, when you are working in an industry where knowing the meaning and not just the abbreviations is important, you just cannot afford to slip up.
As a call center manager, you are responsible for meeting team goals and meeting the expectations of the management. To do that, it is important to identify the metrics that are relevant to your industry and the organization.
Outbound call centers have multiple campaigns for several processes like cold calling for lead generation, following up and nurturing inbound leads, market research and surveys, etc. and mere manual dialing will not help in achieving the competitive targets. Agents using manual dialing usually end up having approximately 10-15 minutes talk time per hour as their major time is wasted in repetitive unproductive tasks like manually dialing the contact numbers and disposing off calls, facing busy tones, answering machines, and disconnected calls. An auto dialer software is operationally and commercially viable for a call center as it boosts the agent productivity by 200-300% by reducing idle time and proportionately increasing the talk time per hour.
To become a brand that customers love and are loyal to, the company needs to give them a reason to do so. Customers value the brands which they trust. One significant way of doing that is with exceptional customer service.
According to Data and Research firm TOPO, on an average it takes 18 dials to connect with the potential buyer. Picture this in an ideal call center scenario. What you will see is the hapless call center agents only dialing out the numbers! Phone is still the most preferred channel of communication and if your agents are going to spend the majority of their time dialing the numbers, their productivity will definitely go for a toss. Agents should be doing what they are best at - talking to the prospects and customers instead of getting tangled in the task of manually dialing numbers.
What turns a new user into a loyal customer? How do you practically go about converting a somewhat-interested stranger into a massively-valuable long-term brand advocate? It isn’t easy, that’s for sure. You need to learn about your prospective customers and come to understand what they want and how you can deliver it— but the basic formula is quite simple