It would not be wrong to say that call center organisation and customer loyalty are close to the survival of both instincts. 

Like body needs food to operate properly. Similarly, contact center organisations require customer loyalty for long-run, competitive survival, and growth. 

As the contact center hovers to a more digital world, they are drawing a line to look at different methods to build and maintain customer loyalty. 

And today’s blog is all about contact centers and customer loyalty. Read to know about the future of customer loyalty for call center organisations. 

Traditionally, end-users were loyal to a limited number of companies that they know and trusted. And those relationships with those entities could be counted on to be stable. The sources to drive loyalty could be judged easily. 

But today’s customers are much more educated and have changing priorities, tastes, and perceptions. It is hard for companies to still rely on those methods to convert an ideal customer into loyal customers. 

If someone does….you are no-more-than to call yourself stupid…! 

Merging the scenario with current affairs of matters, the pandemic has upended the equilibrium of stability by inventing new considerations for consumers when connecting with companies. 

The new cores establishes since then as the rising of the work from home lifestyle and increasing hikes of digital shopping attributes combined with changing needs of customers, is at a peak of the changing dynamics in developing and maintaining loyalty.

Also Read: Industry Delineate: State of the Contact Center 2022

Easy interactions, quick resolution, and brand connection are core drivers of customer loyalty.

According to the research, the ability to solve customer issues on the first call or first resolution criteria is expediently helpful in creating customer loyalty. Easy and quick communication is also helpful in creating apprehend among customers. However, it is challenging to solve their issues on the first attempt, so the best bet is to train and provide practical knowledge for this to your agent.  

The agents behind the process of (bringing productivity to the organisation) are already expected to serve as brand ambassadors. 

Contact centers and agents will become deliberate in creating loyal customers.

The anticipation and efforts of the agent that he or she puts to resolve the issues of the customers with tactics and patience are worth applause. As they are the first and novice to help customers and to drive a feeling of trust, can help an organisation to build a long-term relationship with customers who are happy and satisfied with the service offered. 

Basically, the importance of customer service in generating customer loyalty puts the organisation in a box of profits. It helps organisations to transform contact centers into profit centers. 

In conclusion, customer loyalty impacts contact centers in a big way – as the emergence is dependent on it. Additionally, the agents play an important role in gaining influence in customer loyalty which brings success to the organisation. 

So, improving your call center solutions and methods is a must for every contact center if they want to see themselves as a trusted, reliable, and honest brand in the future by customers.

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Yeh! You may call it to contact center trends 2022 or something (you wish to say). Learn what this year brings for Contact center organisations and how they accommodate in 2022 with the following industrial delineates witnessed. 

Tail To Know

Before the enterprises tried to grow and settle their image in the market, there was a pandemic that hit all of us scarcely and exists still, not in the dark (in the atmosphere) made us live while relying on vaccination and masks. 

It has been three years now, and the world finds a way to fight such pandemics or even new ones. We have grown farther, using technologies, we regain our wisdom and enterprises back on the road to mark milestones. 

In brief, Contact Center has experienced a tough time throughout the pandemic. There is a saying, everything happens for a reason.

The pandemic gave a new life to call center organisation in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020 and is expected to reach $496 billion by 2027.

The impact provides a new definition of success and opportunity to grow. With the adoption of technologies, the contact center manages to serve its purpose in a meaningful manner. 

The cloud calling solutions, IVR system, and AI-receptionist hailed the call center workforce in a great way. These have played a heroic role in providing excellent customer services and taking great niche care of stakeholders. 

Here are quick highlights of predictions and suggestions collected from industry leaders and CX experts about their predictions for what contact center professionals can expect this year. 

Also Read: Top Metrics that Measure Call Center Performance

The Deceased Pandemic Is No Longer an Excuse for Poor Customer Service

The Covid-19 seduction on the planet had made millions of people think about salvation and with many deaths taken, it changed our lives entirely. 

This is why a strong percentage of dropdowns have been seen in customer service by many companies. However, actually, clients were never precisely quiet when it came to client support. That’s why advanced solutions like virtual IVR have become the central focus of human touch and are a great way to offer customers flexibility and attention. 

The pandemic, however, urged some businesses to focus on profit even the expenses of customer services not valued in surplus. And some iconic brands like Amazon and Apple stayed on top of the chart for providing great customer services. 

Also Read: Tips to Enhance Customer Experience During Lockdown

Agent Engagement and Effort is Vital to Customer Experience

The Covid-19 fear is on everyone’s head. As it was taking death impatiently, the fear was absolute to the head. 

Covid was hard on call centers and agents. Everyone is revolving with the same fear and problems – fear of COVID-19 safety, loss of income in the family, illness or death of family members – and empathise with the customers on a call. 

Yes, it is a tough job to energise agents to perform and achieve productivity for the organisation amid a pandemic. But, as humans are the bread of intelligence – the resurgence was standard to achieve, and most of the call center agents achieved it with continuous agent engagement practices, bringing gamification in the module, and enhancing their skills on technologies. 

“Make sure you take care of your agents and give them the tools they need to not only be effective and productive but also engaged and empowered.” – Blair Pleasant, President & Principal Analyst at COMMfusion

Also Read: Steps to Help Reduce Agent Attrition in Call Centers

Digital Transformation Will Continue to be Dominant in 2022

Digitalisation and technological transformation is moving parallelly since the pandemic began. Call center enterprises in 2021 had to make crucial investments in their technology to monitor the entire workforce including IT operations and analytics, data backup, and security amongst others. 

The fact is that in the modern-day age, customers continue to purchase online, either through browsers or smartphones. That pattern will probably go on into 2022, requiring the requirement for reliable omnichannel support.

And most companies are investing in omnichannel support and efficient self-service call center solutions for better and remarkable customer satisfaction. 

Have you invested in Omnichannel support for your business? Well, it’s time because it is worth it. Learn how Girnar’s call center solutions are rapidly helping Indian organisations to achieve profits. 

The post Industry Delineate: State of the Contact Center 2022 appeared first on Girnar Care.

There is a whole shift in the internal work strategies and even in the ambition behind the establishment of the business.

Generally, B2B stands for “Business to Business.” The one who engages in such type of trade(s) creates products and services geared toward other businesses.

For example, B2B marketing firms, SaaS companies, and especially the business supply companies.

These B2B companies have an entirely different target audience. Therefore, to capture them needs a distinctive communicative strategy.

This is where B2B communication partners also known as B2B call centers sometimes abbreviate as Outbound call center comes into the picture.

Basically, B2B call centers provide outbound call center services that streamline two major aspects.

• Pre-Sales Requirement 
• Lead Generation

Continue reading to know about how B2B call centers achieve these objectives.

How Does a B2B Call Center Function?

A B2B call center partners handle multiple duties that an ideal company finds tedious or difficult to handle. Specifically, these B2B communicative partners have been involved in leverage the power of the marketing research process, pre-sales qualifications, inbound/outbound processes, sales lead generation, data entry, evaluating reporting, and lots more.

Additionally, the B2B call center can provide complete outsourced solutions to those businesses who want to manage customer interactions, queries, etc in an independent environment. In this way, B2B call center business function helps them to yield customer expectations and provide exact solutions.

Also Read: Tips to Create Successful Outbound Calls Strategy

What can a B2B Call Center do for a Company?

A B2B communications partner deals directly with the customers on behalf of business partners. Since the consumers become more erudite. Sustaining their appetite is heavenly important.

And that’s exactly what outbound providers do! Learn how a B2B call center works for a company?

Above all, It starts with capturing new leads and ends with closing those.

Indeed, for a general marketing representative person, it is hard to capture leads for the companies, even if they do, it gets harder to manage those on time.

While on the other hand, communications partners are experienced in this field, they will consult with their clients and gather data. Further, they organize data in a meaningful manner and interpreting those data to generate desire leads for the company.

During this time they may communicate to hundreds or even thousands and qualify them in the process. The communication partners use sophisticated customer relationship management (CRM) technology to record a lead’s concerns and their needs.

Further, the data is classified into subjects of needs, those contacts showed interest and can be converted into sales, transferred to the sales team department, giving them the edge they need to close the sale.

They also secure current client relationships with frequent check-ins and inquiries related to service. In the event, if issues arise with a current client, the communication partners forward the issues to the company’s staff for better resolution.

You can say a B2B call center acts as a buffer for a business.

I’ve illustrated some importance of B2B call centers which help you know them better.

1. Facilitate In Lead Generation 

In a B2B call center, lead generation may be seen from a different perspective.

Because the process is using the telephone. Telephone lead generation is an effective way to collect additional information, to know customer initial point of contact, get call center leads, and quickly provide the data to your sales team.

The methods utilize telephony channels, autodialer systems, and other conventional methods. Aside from these, there are some effective ways to create call center leads as mentioned:

• Encourage personalized selling
• Incorporate proper training and coaching
• Implying right call center leads metrics
• Investing in the fresh calls list
• Live monitoring to streamline leads

A B2B call center facilitates lead generation to all companies!

2. Improves Customer Relationship Management 

Since most of the interactions happen over the telephone, the increase in recording of data and security upsurge. The call center agents use CRM (Customer Relationship Management) which is a software tool for Call Center Customer Relationship Management that stores record about customers, such as account information and contact history.

Here are some best call centers CRM software:

• Freshsales
• Nextiva
• Zoho CRM
• Agile CRM

3. Aid In Initial Point of Contact 

Let’s re-imagine the famous quote of John Wanamaker – “Customer Is King”

For early-age startups and fortunate businesses, it is important to serve customers as per customers’ expectations. 

In B2B Call Center, the experts know how crucial are their cold customers. Hence, they provide the initial point of contact for all of the company’s clients while enriching their customer service experience and ensuring they receive a positive impression of the company.

4. Nurture Professional Interactions

At the point when you make the customer feel disappointed in your service, frequently, it reduces the impression and interactions level against that particular person and company. Nurturing interactions between agents and customers is important. Therefore, many think to outsource call centers for better communication and professional interactions.

5. Boxed Pre-Sales Requirements

Just as Pre-Planning, similarly, pre-sales refers to the activity carried out before a customer is acquired. It is somewhat similar to pre-marketing strategies that deal with research, validation, preparation, and lead nurturing, in advance.

The communications partners initiate cold calls to identify the potential customers for the company. Once the efforts have been qualified and nurtured. The pre-sales agents hand the customer off to the sales team to close the deal.

Benefits of Outsourcing B2B Call Center For Business

Hiring B2B call center specialists, the business unlocks the power of specialized agents and periodic reviews.

Firstly, A specialized agent took the matter of the event seriously and effectively to procure the subjects. They are trained and have a good command over communication which lets nurture interactions b/w the customer and agent.

Secondly, Periodic reviews act as an assessment that gives a picture of customer experience to both, agent and sales team. Periodic reviews help in gathering feedback and surveys. It ensures smooth processing of the b2b call center business functions.

Get Professional Outbound Call Solution

In conclusion, having the support of B2B communication partners reduces the pain of professional customer handling. In fact, they assist companies in bringing leads, resolve customer queries, supply data to the sales team, etc.

Girnar Care offers Outbound services that can help B2B clients to use new resources while keeping a check on the expenses. A glimpse of our outbound call services:

• Verification Calling
• Follow-up Calling
• Market Survey Calling
• Payment collection
• Upselling and Cross-selling

Interested? Contact Us

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With your agents receiving hundreds of calls every day it can be quite difficult to know what’s going on without meaningful metrics. This is the reason why choosing the right metrics for your call center is a crucial step to improve the customer experience.

To do this, call centers focus on a wide range of metrics that measure different aspects of a call center which you’ll get to know in this blog along with

• What are quality assurance metrics?
• list of some common call center metrics
• Ways to Improve your call center interactions
• Why are QA metrics important?
• How to boost QA metrics?

So, before further ado, let’s jump in!

What are QA Metrics?

Quality assurance metrics consist of useful information which is used to measure how well your call center is performing. It measures the overall performance of the call center and the individual performance of the agents.

To make sure that your customers get a quality experience, focusing on your QA analysis is of utmost importance.

The first step in this process is to decide which QA metrics align with the goals of your company and will be the perfect fit for your call center.

Here’s the List of Some Common Call Center Metrics

1. Average speed of answering (ASA):

This measures how much time call centers take to answer customer calls. 

2. Net Promoter Score (NPS):

NPS measures how loyal your customers are to your brand. For example, is there a possibility that they recommend your products to their friends? 

3. First Call Resolution (FCR):

FCR measures the percentage of cases that are resolved during the first call between the customer and the agents. 

4. Average Handle Time (AHT):

Average Handle Time or AHT is a metric used in contact centers to measure the average duration of one interaction. 

5. Customer Satisfaction:

Customer satisfaction measures how satisfied customers are with your services. Call centers utilize NPS to evaluate customer satisfaction and get proper feedback about how the customers perceive their products. 

6. Call availability:

Call availability measures how often your agents are available to answer calls and how much time they take to resolve customer queries. This metrics allows the supervisors to know whether their agents are following the call schedule or not? 

Now that you know about the most widely used call center metrics, let’s talk about the ways you can improve your call center interactions.

Also Read:- Benefits of call center services for Healthcare

Top 3 Ways to Improve Your Call Center Interactions 

Whether your customers are going to be satisfied with the services you offer depends on how the agents assist them and how the customers feel after interacting with your agents?

The bottom line here is, customer loyalty depends on how well the agents can solve their issues and understand their needs.

Below are some tips that will help you in improving call center QA and performance.

1. Be empathetic towards customers 

Customers reach out to your business in the hope to get a solution to the problem they have been facing. They expect your agents to listen to them and understand how the problem is affecting them. 

If the customers don’t get a satisfactory response after connecting to your agents, they are not going to continue buying products from your brands.

Providing a smooth customer experience will automatically increase and they may also recommend your business to others.

2. Focus on customer’s needs 

The easiest way to make customers feel valued while interacting with them is to focus on their needs. Most often, customers don’t feel comfortable stating their needs. They might be confused or unfamiliar with your services.

In such cases, is it the duty of the agents to make them feel comfortable to talk about what they are expecting from them so that the customers can feel that the agents are here for them?

3. Stick to the company policies 

The brand reputation of your call center stays in the hands of your agents. Not following the company policies while assisting the customers can harm the image of your business.

Therefore you should consider using metrics that measure whether the agents are sticking to the company policies or not.

Also Read:- Pros and Cons of Telemarketing for Business

Why are QA Metrics Important?

By calculating the QA metrics of your call center, QA managers can get an idea about the overall performance of their agents. They’ll know whether they are performing up to mark or not? Plus, they’ll also get a brief insight about the areas they are lacking behind.

This way they can provide significant training to the customers which will further improve their performance. Moreover, with proper training and guidance, your agents will be able to provide a better customer experience which will ultimately increase customer loyalty.

How to Boost QA Metrics?

The ways by which you can measure customer satisfaction to improve QA metrics are:

1. Know your customers

For improving the experience for your customers you must make an effort to know what kind of experience they consider valuable. This can be done by measuring the factors that customers look for in a service.

2. Identify the driving factors 

The next step involves analyzing and measuring the key factors that drive the customers to come back to your brand or repurchase your products. Is it good customer service? Or is it because your products match their needs?

Moreover

By improving the engagement of your agents towards your brand, you can achieve your goals to provide a better experience to the customers.

At the final step, you have to choose the metrics that measure both customer experience and quality of service. The data you can gain from this can be utilized to improve call center services.

The post QA Metrics that call center must track for optimum customer service appeared first on Girnar Care.

We are stuck in a pandemic where medical emergencies can arrive at any time. In such cases, the worried patients would want to reach their healthcare providers more quickly than before and not getting any response will leave the patients in a state of panic and uncertainty.

Just like any other sector, the main goal of the healthcare sector is to improve their services so that they can help the patients during their time of need. Outsourcing call centers to make sure that not a single call is missed is the first step. This will only take some load off the staff member’s shoulders but will also allow them to manage patients effortlessly without worrying about the number of calls they are missing.

Let’s dig deeper into this and know about the ways in which call centers can be beneficial for Healthcare and Medical services.

1. Helps in improving patient satisfaction

Since the world is facing the deadliest outbreak of COVID-19 since the year 2020, there can be any time when an emergency can strike. In such situations, the first instinct of the patients would be to contact the healthcare centers.

By outsourcing a call center to handle your inbound calls, you can make sure that every call gets answered and every individual reaching out gets immediate assistance.

The reliable agents of the outsourced call centre will provide a personalised experience to the patients which will ultimately make them feel valued and happy with your services.

2. Reducing the gap between front and back office

Medical centers have to maintain the records of every patient which visits them and keep their list of prescriptions up-to-date. There are hundreds of patients who take assistance on a daily basis and keeping a record of each of them can be a daunting task.

But, with the help of outsourced professionals, you can easily distribute the work among staff members and manage the core tasks as well. This improves the efficiency of your staff and reduces the gap between the front and back-office functions.

3. Makes collecting payments an easy task 

The department responsible for collecting payments falls under one of the most important departments of the hospital as they have to look after collecting fees from the patients.

If we think about it, it doesn’t seem like a tough task but it can get really hectic sometimes. A good healthcare call center will make the process of collecting fees easier by using automated payment reminders.

You can utilize this feature as an application for fee bills and payments. This way gathering payments will become an easy task.

4. Lets you make follow up calls 

Follow up calls improves patient engagement and makes them feel important. Also, they are an excellent way to know how satisfied your patients are with your services and what else can be done to provide them with a better experience.

Medical call centers that offer outbound calling are perfectly fit for this purpose. The team of skilled customer service representatives can schedule follow up calls to patients once they get discharged from the hospital. Not only this but you can also make a call to remind the patients about their appointments.

Also Read:- Pros and Cons of Telemarketing for Business

Conclusion 

The current circumstances caused due to COVID-19 have made the healthcare department services more necessary than ever.

Patients need healthcare providers whom they rely on during an emergency and medical call centers are the need of the hour.

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What is an autodialer?

It is an outbound dialer software which supercharges your outbound calling process. It automatically dials a large set of contacts/ list of customer leads. The automatic dialling part saves meaningful time of your agents to manually call & connect to each customer lead. Autodialer saves up an agents time & efforts to perform such monotonous calls each day. The call only patches up with a live agent when a customer answers it.

There are 2 ways to use Autodialers:
1. Autodialer makes the call and then connects it to a live agent,
2. Send pre-recorded messages to a larger audience without any human interference.

How do they work:

• Design a campaign: Select a phone number to dial calls from and compose a new outbound campaign.
• Call Lead list: Formulate a list which consists of potential call leads on which calls will be made.
• Agents VS IVR: Choose which agent(s) will handle the campaign you will run or assign a self-help menu with IVR.
• Connect seamlessly with an Autodialer: Calls will be automatically made from the call lead list. The calls will either be connected to a live agent or will divert to IVR depending upon what you choose.

Why choose an autodialer?

Autodiallers help you to improve your communication process and connect your agents with your customers hassle-free. This outbound software comes with all the tools and techniques you need to effectively run campaigns. Now, let’s look at what are the advantages of using one.

No manual tasks:

Your agents don’t need to manually make calls to each customer and wait for the call to get answered. This frees up your agents time and effort and rather help him to work on pleasing the customer. Calling a humungous list of potential customers manually will also lead to errors. In other words, Automated dialling makes the communication process easy and error-free.

Call analysis:

Detailed reports are one major advantage which comes with autodialers. These reports consist of how many calls happened, number of calls answered, not connected numbers etc. Moreover, the reports also help one to analyse how many calls got answered by the agent. Each call is also recorded which gives entrepreneurs the leverage to keep a check on how agents are performing.

Cutting down costs:

So these smart solutions reduce the unnecessary costs involved in hiring extra manpower to make calls. Since every call is made automatically, no human intervention is required. So now enterprises can use fewer resources and work with the same efficiency to connect with customers.

Reduces manpower

An Autodialer software helps cut down on manpower by significantly increasing agent productivity, thereby enabling companies to achieve more with fewer resources.

Increased revenue

Agents save on time by not manually dialling on phone numbers and rather allow themselves more time to speak to customers directly. They could easily connect with the target audience and build fruitful relationships leading to high conversion rate. Increased revenue will be automatically followed by high conversion rates.

Collecting feedback

With the help of automatic dialling, you can collect feedback easily from your target audience. Sending out survey and collecting feedback via IVR can be easily done with a larger set of audience. This feedback will allow you to takecare of what a customer demands and offer them exactly the same.

Now you can also revamp your communication process and allow your agents to build better customer relationships with Autodialers. Want to know more about it, then call us now.

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A customer gets dissatisfied because of many reasons like:

• Inability to answer calls due to huge call volume
• Agents not able to provide support because of unavailability of resources
• Long call hold time leading to stressed situations
• Inability to provide first-hand solutions
• Call forwarding for the right assistance and many more

So the logic behind using deflection strategies is to empower customers to choose alternate mediums and not stick to phone calls. These alternate mediums include use of social media, sending emails, use website chatbots, Augmented reality and other user-friendly channels. All these lead to an enhanced user experience with great customer satisfaction ratio.

This blog will discuss the benefits that businesses can have while using the right call deflection technique. So let’s get into some details.

Advantages of using call deflection technique:

Now let your customers get the solution to their problems without calling your CX Service department. The correct call deflection technique will enable your target audience to find what they want in the way they prefer.

Error Free Website:

So according to the statistics, 72% of the customers prefer scrolling a website for their answers. No matter what the problem is, they will only make a call when the website doesn’t have a proper solution to their query. So in order to empower your customers to use self-service options, make sure your website is well updated. A fully updated website will offer the required help to your customers without any hassle.

Less stressed agents with the right call deflection technique:

So this point targets two main topics. One is how can you decrease the stress of your agents’ overtime and how can you boost their productivity and service levels?
So your call deflection strategy will make sure that customers call less on your telephone line and solve their problems with self-help options. This will decrease the workload of your agents. Moreover, this will allow your agents to help customers with complex queries and problems. They wouldn’t have to answer to the monotonous queries of each customer. Reason being, each solution gets updated on all platforms. In other words, you get great customer satisfaction ratio, no employee burnout & no need to hire and train more employees.
When a customer chooses alternate mediums, your CX service department has ample time to give their undivided attention to other customers. Indirect win-win for both.

Offer great customer service via phone calls

So not every customer is well-equipped to use the self-service options. It can completely depend on how the situation is. For customers who call, understanding the route cause of the problem & then offering support is a must. This will ensure that each customer gets satisfied. Moreover, the same route cause gets classified on your self-help platforms.

Allow customers to switch from IVR to digital with a conventional call deflection technique

So it’s evident enough that a well-crafted call deflection technique helps your audience to get solutions at a faster pace. Not just this, this strategy sets you apart from your competitors too. On the other hand, with the list of endless benefits, your customers will only choose you again and again for great customer service. Make sure you step up in the game and provide world-class customer experience to your customers which will drive their loyalty always. Want our help, then give us a call now.

The post Focus on solving customer problems with the Call Deflection technique appeared first on Girnar Care.

But yet again with our advanced technologies, we have a way out. Call Deflection is one such exceptional technique that keeps everything in alignment to enhance the customer’s journey. So a win-win for both business entrepreneurs and their target audience.

So let’s get in the details.

Understanding Call Deflection

Every customer has his way of finding solutions to his problems. A customer can either reach out for support via the customer service helpline or find answers through various other mediums. Other mediums involve sending emails, Live-chats, Using Chatbots or Voice bots, Social media, or messaging.

Not every customer prefers the phone call mode of communication. Though the phone call medium seems the fastest every customer has his own set of situations and preferences. It completely depends upon the customer to choose his communication medium according to his needs.

But when a customer calls, he might face a zillion problems. With phone calls, the common issues are long hold time, calls transfers, or dissatisfying answers. All these reasons can result in a much decline in customer service and experience.

Their call deflection comes to the rescue to help both parties, a caller and an agent. Call deflection is a gigantic technique is used to change the path of the current caller to an alternative channel such as messaging.

In alternate words, diverting a caller from call or telephone to different digital platforms such as Call to chat, WhatsApp, or Facebook Messenger. 

The advantage of using call forwarding in a call center is that it helps call center agents to improve customer experience or customer service.

Learn In What Ways Call Deflection Improves Customer Experience

There is a saying, ‘customer experience is the key to customer satisfaction.

In the call center, most of the customer queries fanthom on calls. However, the phone is the traditional way to handle customer inquiries and in some situations, it remains essential. 

But in some cases, it lags to offer complete customer satisfaction. This happens usually because of a breach in function. 

You may not know properly what solution customers want for what problems. And it gets worst when a poorer customer service system is developed.

Most callers suffered from bad customer experience because of waiting time. And this is close to the fact of ‘73% of customers think it is the main frustration when calling customer service.’.

Inviting call deflection will solve the problems of ‘long-waiting time’ and also be notified of the answer at right time. 

Additionally, it encourages callers to perform extra actions more safely and securely. For instance, it can be used for payment, gathering more information on a particular subject in detail, eliminating the issues related to the misunderstanding that is impossible to manage on calls.

Also Read: How to solve customer problems with call deflection?

Benefits of Call Deflection

Did you know that the call deflection strategy reduces inbound call volume by 10% through chat and self-service channels?

The Intelligent Call Deflection technique is often used to tackle similar situations by customer service departments. With this technique, a customer gets redirected to an alternative mode of communication. This includes messaging, emails, etc.

Mixing this concept with the thought of avoiding customer calls is not what call deflection means. It aims to increase the customer satisfaction ratio during rough times when there are not enough resources to meet customer demands.

The customer gets diverted to other mediums for support but no matter what medium he chooses, he always stands important. The CX can choose any preferred medium for support or else he can continue to choose phone calls as per his needs.

Here are some advantages of using call deflection for your B2C business: 

• Increased customer satisfaction with 90% + NPS scores. 
• Increases First Call Resolution (FCR). 
• Reduces wait times and Average Handling Time (AHT).
• Override callbacks and repeat calls.
• Reduce agent call center attrition, absenteeism, and turnover.

Why should a business choose call deflection?

Nobody ever thought how badly a virus could ruin the entire structure of our economy and our day-to-day lives. This proves that every day is uncertain and situations like these might subside but can also reoccur.

The current situation has led to a substantial increase in the number of calls by stressed customers. Cx agents are receiving a horrifying surge of customer calls each day resulting in overly stressed situations. Situations that are tedious and hard to handle. This often results in painful customer interaction, angry callers, and zero first-class solutions.

The call deflection technique has saved several businesses that were on the verge of providing almost negative experiences to their customers. It has proved extremely helpful for those sets of customers who couldn’t tolerate the disruption caused by the pandemic.

Conclusion

While completely altering your customer service process overnight seems pretty hard, these intelligent solutions can minimize the damage. Right from providing a better customer experience to creating a customer-centric environment, the call deflection technique soothes everyday business interactions and helps you provide a better customer experience. Great experience will indirectly lead to the fulfillment of business goals and get profits. So the choice is yours. Find the best customer call center for your business.

The post Call Deflection: What is it and How It Improves Customer Experience appeared first on Girnar Care.

In short, the pandemic has stricken hard and businesses are a finding a hard time to manage everything. In order to stay afloat, cater customer requests and make decent profits amid these crises, every company is restructuring its processes.

The above picture, clearly shows what effect coronavirus pandemic has left on business around the globe.
Now if you wondering how call center solutions can help then read ahead.
Earlier, organisations only preferred using Call center solutions to improve their current processes but now when the pandemic has hit hard, they find it as the only possible survival source.

How can a business make an effective strategy?

Every business needs to create a strong shield to prevent the risk to its operations. One has to restructure its previously used working structure and devise a contingency plan. They need to cut-down unnecessary and invest in better low cost yet effective techniques. In short, one should work intelligently with resources to maintain robust disaster management & plan to run smoother operation in the face of these uncertain times.

How can you do it to maintain business continuity?

Business process outsourcing is an ideal way to work with maximum trained resources. With its excellent solutions, businesses can boost their productivity to 100 %, cater all customer requests and run smoother operations. Boost sales, reduced cost, increased productivity, great customer satisfaction and much more is possible with BPO services by Girnar Care.

For business leaders who are on a lookout to seek the right direction on how to act now and ahead, we are here to offer you support. We will help you sail through the tough times and make your business more resilient to face the uncertainty. Learn how you can leverage smart pragmatic solutions offered by Call centers. So keep on reading:

Clearing backlogs with the right resources

Due to strict lockdown, resulting in various businesses forced to shut, employees laid off and customers were struggling to find solutions. After the lockdown lifted up, the main struggle for many is to organise the accumulated work that has been buildup during the lockdown. Many businesses are stuck wondering how shall they move ahead with so much work left in the middle of nowhere. Because of which, smooth business continuity seems to be a big hurdle. No matter which industry your business works for, Outsourcing helps you to set everything in place for smoother flow. BPO services offer your business cost-effective solutions and trained resources to help you clear your path. With our intelligent solutions and sensible approach, we help you adopt new ways of running the business in a timely and empathetic manner.

Restructure to maintain business continuity

Business process outsourcing allows you to use trained and professional resources/staff to achieve business goals. With these contemporary solutions, you need not spend budgets on hiring, training or managing various resources. We offer you quality resources at affordable costs so that you can free yourself from the hurdle in handling tedious staff requirements. You can also upscale or descale according to your business needs and requirements. In short, you pay only for what you use. If you worry about how you can view what our trained professionals are doing for you, then you don’t need to do it anymore. We offer you a real-time dashboard that helps you track everything we do for you. Since our services work on a cloud, you can have access to the dashboard at any time anywhere.

Business continuity and customer satisfaction

Your customers need you always and with times being uncertain, they need you more. Don’t worry, we are here for you. No matter how many platforms you are available on, we will keep everything in focus and reply to every customer query efficiently. No customer would like to return again to solve their issue. This decrease their trust in your brand. We truly understand what importance your customers hold for you and we cater them accordingly. From Phone calls, emails, social media inquires to any other source from where customers might contact you, we keep on eye on everything. Along with this, we also emphasize on building a robust and aggressive communication strategy which gives first-class resolutions to all your customers.

Modern technology

With improved technology and creative techniques, BPO offers you to achieve your business goals with greater efficiency. Technology like Virtual numbers, Missed call solutions, SMS Services etc allows you to communicate seamlessly with your customers. You need not spend on hefty software or hardware, rather allow you to work effortlessly via the cloud.

Final thoughts

So, this uncertain time is here to stay. Businesses need to fight for survival, make worthy profits, satisfy customer demands and make a difference. Business process outsourcing from Girnar Care will allow you to build a proactive, comprehensive and customer-oriented plan which is sustainable in the long run. Want to know more about our cloud call center solutions then call us now.

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What do Patients Expect?

The modern patient will not wait in the hospital or in the queue, they rather expect instant care with maximum benefits. They would want to be communicated with timely information via phone. Not just information, they often look out for emergency assistance too. Round the clock queries come in from patients expecting immediate attention. One can receive queries like Emergency assistance, medicine prescriptions, insurance facility, pre-care and post-care, claim assistance etc. Most importantly, your presence to solve the problem at any hour for better customer satisfaction is mandatory.

Unlike every other industry, if you also want your patients to come back to you, then you need to service them accordingly. For a variety of queries coming in for different department, hospitals need to equip themselves with resources. Managing these resources on its own is time-consuming and an expensive task. Moreover, your resources should be experienced enough to resolve customer queries. This is where “WE” step in. Equipped with essential resources, Call center solutions for the healthcare industry come to the rescue. Many brands are experiencing benefits by outsourcing all communication process at reduced costs.
And now you can too. We provide your demanding patient’s high-quality first-class resolutions earning you customers loyalty. Learn what benefits do cloud call centers have in store for you. Keep on reading.

Top Benefits of Call Center Solutions for your business

Real-time assistance to patients with Call center solutions

During an emergency when a patient needs to urgently brought to the hospital, there comes a call for an ambulance. With our smart call center solutions, we track the location of the caller, patch their call to your nearest hospital branch and deliver timely real-time assistance in no time. This helps to prevent medical hazards and secures your patients trust in you. Because we keep your patients’ needs at top priority and always want to serve them timely. Moreover, we are available to your patients to offer them expert assistance round the clock whenever they need it.

With our expert resources, we strive to offer solutions which solve customer’s dilemma and lead to great customer experience. Callers need not wait to get assistance, we handle calls timely with great professionalism. Thus, results in low chances of customer frustration and high chances of they coming back to you again.

Decreased Costs with great results

We decrease the cost for you to set up your own resource bank who will cater to customer requests. We deliver your lasting solutions at low cost. With our skilled resources, we passionately deliver customer satisfaction. This allows you to concentrate on more important tasks while we work for everything else.
So you don’t have to invest in any hardware, software or manpower, we have everything sorted for you at easy costs.

Engaging with your patients

For a patient to come back to you, you need to serve him well. No matter if you have already served your patients, reminding him that you are there for him in any emergency improves brand recall. We engage with your patients on different social media channels, update them with important information, interact with them and so on. Most importantly, we also remind and alert your patients with messages like monthly check-up reminders, reports, weather change health tips and much more. Who doesn’t like this type of attention?

Maintained and secured data

Your sensitive data is safe with us. We make proper reports of everything and anything which are easily accessible anywhere anytime. These reports allow you to analyse what are we doing overtime to increase customer satisfaction and retention. We share you secured login credentials which are a safe way to access your data. With no worries of data theft, loss or damage, we have everything secured.

If you also want to deliver exceptional patient satisfaction, we are here for you. Call us now to know more.

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