Tag Archives: IVR

Top 4 Tips to Increase Sales in Your Contact Center

Top 4 Tips to Increase Sales in Your Contact Center

Posted on January 4, 2015

Find out how to increase your sales in your call center and make your customers happy in 2015. 

Have you been unable to increase the sales in your call center in 2014? Now, you can change that and maximize your sales by making a few tweaks. Here are top three tips that can help you make your customers happy, while you make more sales.

1. Don’t depend too much on IVR

If you have focussed only on automated calls, you may want to make a change. Sectors, like Banking have a high IVR call rate of 70% and this figure is only increasing for other sectors as well. However, it is best to gain a balance between cost-saving automation and revenue-generating live calls. Analyze all the calls you handle and sort them into the most difficult, the simplest and the most valuable. This can give you a clear perspective.

2. Find out if your agents have the potential to sell

When it comes to increasing sales, most companies immediately think about training their agents. Training is important, but it is also critical to find out if your call center agents have the potential to sell to your customers. Recent research has revealed that out of 100 customers, 12 wait for an unacceptably long time, 18 do not get their queries resolved and 20 are unable to get through. This is why it is very important to only choose call center agents who can actually sell.

3. Ask your customers for feedback

After a call is placed by a customer, ask them for feedback. This will help you to see who are your best agents. You will also know who are the ones that are productive and have generated good customer satisfaction. Continue reading →

5 Customer Support Trends That Your Company Needs to Implement

5 Customer Support Trends That Your Company Needs to Implement

Posted on September 20, 2014

Experts predict that call center outsourcing services will continue at a fast pace in 2014. However, customer demands will change, thereby forcing call centers to come up with new service delivery mechanisms. With communication channels improving and expanding, phone calls and emails will no longer be the only means used to help customers. Customers of today want to engage with companies via social media and messaging apps.

It’s time your company started reaching out to customers in the way that they prefer and keep up with the latest call center trends. Otherwise you would not only run the risk of missing your boat, but you may also lose out on valuable customers.

The following five trends in customer support deserve your immediate attention:

1. IVR with voice analytics

Over the last few decades, call centers have be effectively using IVR (intelligent voice response) systems to accurately route calls to the right help desk, where they can help themselves through automated instructions or reach out to an agent. Now with the coming of voice analytics, the interest of the caller can be gauged and then connected to the right department. Voice analytics also has the ability to ascertain the mood of the caller. An irritated customer can now be quickly routed to an experienced executive who can address the problem.

2. Intelligent call backs

This is an emerging call center trend that is gaining vast popularity. For example, you are a regular shopper at a specific store and you only buy certain types of products. However, you ignore the perfume section. Back-end analytics will reveal this and the store will send out a customized offer via email/phone with a special discount on perfumes. You may end up buying the product or at least you will be aware of their perfumes. Another tactic that stores use is to put out a discount on the things that you have put into your wishlist. Call centers of today are investing in such high-end analytics to help out their customers.

3. Video chats

Video chats will make a bid difference to technically-challenged customers, who require full services. Video chats are also of great help, when you buy a DIY product, but need assistance in putting it together. However, this facility will cost more and would require extensive bandwidth and other infrastructure requirements. At the same time, video chats can help you save a considerable sum of travel time and money for your engineers. Continue reading →