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.

Call monitoring is one of the easiest and most lethal tools for supervisors to check the progress of the agent’s work. It gives them a consistent amount of information about agents’ activity and customers’ expectations. 

Additionally, whatever the nature of business is, call monitoring provides a glance at an agent’s performance and training needs. 

Generally, managers monitor the calls of the agents to ensure that the call center workflow and workforce runs effectively and provides excellent service to customers. 

As I said, call monitoring is one of the best ways to check agents’ progress and productivity with objectives and planned expectations. 

Let’s continue reading this blog to explore call monitoring techniques, their benefits, and how to make the most of this call quality assurance method.

What is Call Center Call Monitoring? 

Simply, monitoring means observing and checking the progress or quality of (something) over a while. 

In business terms, it is used as a systematic review model. In the call center industry, call monitoring refers to the process of hearing (listening) to calls to improve customer service.

So, does that mean “it is done with the only criteria to improve customer service?”

Nope! Call monitoring uses the information that happens between agents and customers, but it also helps agents, managers, and the entire company. 

Various Benefits/Advantages of Call Monitoring

Let’s figure out how call monitoring helps the company itself and its stakeholders. 

A) Call monitoring benefits for call center agents.

The managers or the supervisors listen to live or recorded calls to assess the quality of the customer’s services, and of course, expectations. It also gives ideas to pinpoint employers’ training needs. 

• Increasing agent performance.
• Improving employee satisfaction.
• Facilitating quick interaction b/w manager and agent.

B) Call monitoring benefits for call center managers.

As you know, managers look into the facts and insights of recorded calls, this gives them a quick view of the scenario of what possibilities can be figured out to help agents to enhance customer experience. 

• Identifying problems quickly and systematically.
• Assessing compliance issues.
• Focusing training efforts.
• Facilitating employee development.
• Pinpointing customer frustrations.
• Identifying inefficient and broken procedures.

D) Call monitoring benefits for customers.

Call monitoring is a process to listen to an agent’s conversation with customers and later, figure out the best way to help agents in further actions. An effective call monitoring system brings quality benefits to customers. 

• Increasing quality standards.
• Improving consistency of the experience.
• Increasing service quality.
• Increasing agent effectiveness.

E) Call monitoring benefits for the call center/company. 

The contact center organisation wants to gauge and sustain the customer’s experience for better results. However, call monitoring somehow helps the organization to achieve its objectives without any compromise. 

• Improving the customer experience.
• Increasing first contact resolution.
• Improving call center performance.
• Delivering consistently excellent service.
• Increasing sales and service performance.
• Enhancing customer loyalty, satisfaction, and the customer experience

Now that you have gained knowledge about call monitoring benefits. Continue reading to know about call monitoring systems and tools to improve your call monitoring logic. 

Also Read: What is the Connection Between ASA and Service Level?

Bonus: Call Monitoring System and Tools 

Surprisingly, a cloud-based call monitoring system and the tool allow you to do more than just listen to calls. A call monitoring system or tool will offer the following features:

1. Double-Listening: This features brief you to passively listen to the agent’s conversation and rectify any feedback to cater to customer service quality. 
2. Murmuring: Whispering can be a powerful tool designed to be used during agents’ training periods. Herein, supervisors can speak directly to the agents during phone calls with the customers in order to support, guide, and provide tips to resolve calls perfectly. 
3. Call Recording: It is primarily used in training processes to train and guide agents to listen to veterans record calls and learn more about selling techniques, etc.
4. Call Barging: Call bargaining is a great feature to assist agents during a conversation with customers. Supervisors can provide their inputs on live calls and speak with both agents and customers. 

Conclusion 

Now that you’re well aware of how call monitoring is important to manage. And, when done in the right way, it brings useful and potential benefits to the agents, company, and customers. The final tip I want to give to you is to collect feedback from your agents as this extensively helps you to draft more appealing training sessions.

Thanks for reading this blog  

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A contact center provides superior quality calling solutions for both i.e. inbound calls and outbound calls. If you have ever experienced call center solutions, you probably also experienced their services closely. 

And, may hear the term, ASA and Service Level. But what do they really mean? 

In this blog, we’ll explore the connection between ASA and Service Level and will also look into some hacks to improve it better.

The call center uses several KPIs to measure the success and performance of businesses and agents, respectively. Among many, ASA and Service Level are arguably the most important ones. 

What is Service Level? 

Simply, Service Level refers to the measurement of the performance of a service given by an agent in a call center. The service level is expressed in numerical expressions, in percentage. 

For example, a contact center with an 80/20 service level answers 80% of calls within 20 seconds.

Service level is displayed as two numbers – the first number i.e. 80 indicating the percentage of calls answered. The second number i.e 20 indicating the target time in seconds. 

Additionally, the service level refers to the achievement of specific goals as mentioned below: 

• Percentage of calls answered in a call center.
• The percentage of customers holding time on a call.
• Percentage of all parts of an order being fulfilled completely.

It is important to steady the service level for better results. If an agent takes a long time to answer the call or is put on hold for a long time, it surely disturbs the customers and left in dissatisfaction.

The best way to keep the service level optimized is through motivating the agents or bringing gamification into the action. 

What is ASA? 

ASA stands for Average Speed of Answer, is a part of service level and a kind of KPI as well. It is referred to as the average wait time callers spend on hold or waiting for the agent to speak with him/her. 

Generally, ASA is represented in seconds. For instance, 10 seconds, 20 seconds, and so on.

It is not denied that long waiting-time or long hold times result in frustrated customers. That is why it counts as the top-prior metric of call centers to manage.

How It is Measured? With An Example

There are no multiple manners or formulas to calculate ASA. There is only one and mentioned below.

ASA is calculated by: 

ASA = Total Wait Time for Answered Calls/Total # of Answered Calls.

Imagine you call customer care to speak with an agent for a solution. The moment the IVR puts you on hold before the agent speaks to you is referred to as the frequency of answering calls. 

In other words, the time taken by an agent to answer or connect to the connect is called ASA. 

Why Is Average Speed of Answer Important?

It is important from the two aspects…!

First, ASA is important because it gives call center agents the information and tools they need to do their jobs effectively.

Second, it has a relationship with the Interactive Voice Response System which notifies the agent to be prepared to receive a call.

How Are ASA and Service Level Connected?

The Average Speed of Answered Calls and Service Level are important metrics to consider for a call center. These metrics offer specific results when measured in terms of performance. 

Like, the Service level is a niche for indicating how efficiently and quickly your agents are addressing customer customers while ASA indicates the time taken to respond the customer concerns. 

They are different so much, in fact, they both impact each other to a great extent. How? 

For example, an 80/20 service level is a strong service level. But if your ASA is high — say, 20 seconds — it means there’s a big deviation in service quality for your remaining 20% of callers.

Also, a lower service level will naturally reduce your ASA, so it’s important to keep these two metrics running in parallel.  

Tips for boosting your Service level and ASA

Well, it is not hard to observe where your agent falling or being a cause for unproductive results. Using KPIs you can instantly figure out the performance and their production rates and in this way, you can plan your strategies to achieve better results.

Here are some tips you can consider in time of need when facing lower agents’ productivity concerning Service Level and Avg. Speed of Answering Calls. 

Tip#1: Call volume forecasting.

Look into your past data and analyze call volume trends. Check for the consistent spikes using periodic filters – day, week, month, and year. 

Tip#2: Strategic staffing

When you look into data history, you would be able to identify certain peek times and be able to align your staffing efforts. This would also help you in knowing which agent is available during busy times.

Tip#3: Call-back technology

Call back technology is a brilliant solution to optimize Service level and Average Speed of Answer. It saves you in times of crisis i.e. leads ineffective management of bulk calls. This also eliminates callers waiting on hold and enhances the customer experience. 

Also Read: Tips to Enhance Customer Experience During Lockdown

In the end, it is not enough to simply rely on percentages. Proper measurement and adaptable strategies should consider outliers. 

Answering calls and providing solutions should not be the ultimate target of agents. They should work upon bringing efficiency in calling, communication, and speed. They should also be concerned about the customer experience across their entire journey.

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You wonder: Are they out of stock? Do they not come in a particular color? 

You feel sad and looking around for helpful staff members, but there’s no one around. 

There is just one option available to call a phone number to reach a representative. You could do that, but it seems like a long-time-taking effort to just ask a quick question. 

Now this time you start feeling stiffness and mapping “Do I really want these?”

Ultimately, you drop the idea to purchase and leave without purchasing anything.

This is exactly what happens on your eCommerce website when you don’t have a live chat service.

From the above notion, eCommerce owners could learn one thing is that most customers aren’t going to wait for your response via email or phone queue to ask a question. 

They’ve other brands’ stores as a second option to do shopping from. So, it’s your fault that customers leave your website without any purchases or adding to the cart. 

In this blog, E-commerce brands will learn the importance of Live Chat services. In the end, they will come across to know why every eCommerce store needs live chat. 

The 5 big benefits of live chat for eCommerce stores

Have a look at some of the biggest benefits of text messaging software for online stores. The mentioned five ways will help your eCommerce business to drive leads via live chat support. 

1. Live chat saves time for both your customers and your company

Live chat functions similar to a conversation between two real persons. Offering live chat support, communication takes place instantly and exchanges thoughts in no time. 

Live chat answers the questions without taking much time and help customers make the shopping experience trouble-free. 

Let’s take an example…

Continue with the above scenario, you felt unhappy because you didn’t get your product in your color match. You look around for help and you begin a live chat conversation with the representative. You get the answers and feel satisfied

This is the power of live chat in potential time. It not only saves time but also sustains the customer relationship. 

Besides this, 73% of customers say that they retain the brands just because brands value their time. That’s right: it doesn’t about free shipping, offers, and discounts, easy returns or even being nice – good customer service lies in not wasting customers’ time.

2. Live chat answers customers’ questions before they become shilly-shally

Yeh! That’s true… and it’s the second biggest benefit of implementing live chat support on the website. 

You never come across to figure out what might hesitates your customers while online shopping. Implementing live chat is the only option from which you can settle the dispute of perception, action, and feelings of the customers. 

In fact, using live chat support, eCommerce representatives can answer customers’ questions quickly before turn into doubts. You could do so by sending greeting messages, creating personalised messages for every single page product, using AI chatbot support, etc.

This gives them a boost in the shopping experience and built loyalty among customer services.

3. Live chat keeps customer communications on progressive goal

Embedding live chat right into your eCommerce website means developing an effortless ecommerce experience in terms of communication and customer experience. 

Live chat is a written mode of communication, hence, the conversation stays in the middle of objectives from both the end by customer and representative. 

Additionally, it also sustains the mindset of the customer from start to finish of the shopping journey. While other forms of communication like phone calls and email separate the customer from the product page to the contact us page, which hit the customer experience slightly a bit. 

4. Live chat gives you valuable insights into your customers’ behaviors

With live chat in position, you could ask customers to share their experience or feedback. This is one kind of insight you can get from live chat support. 

However, there is a number of insights you could collect from a live chat tool. Some of them are mentioned below.

• The time and date when visitors opt for a chat.
• Reveal common points of friction.
• About the common queries.
• Learn in real-time about customers’ experience.
• Segment customers basis on opt-in and opt-out live chat support.

Additionally, live chat gives you access to the analytics you wouldn’t have with phone or email support.

5. Live chat humanizes your eCommerce store

Did you know that Live chat functions exactly like a real person? 

Whether it AI live chatbot or live chat with a real person, both provide the discern of humane. In simple terms, live chat humanizes your eCommerce store and helps customers provide a friendly shopping experience. 

Additionally, live chat can be tweaked as per needs and pop up with a friendly “How can I help you?”  message. Further, you can make it more personalized with their names or by giving product suggestions.

To help you, I’ve pointed out some live chat tips to make it more sound like human and less ROBOT! 

• Introduce yourself by name
• Use a typing indicator
• Embrace the emoji
• Send dynamic chat invites
• Use canned responses
• Route chats to the relevant agent
• Place live chat buttons upfront
• Integrate with your CRM
• Respond within 60 seconds
• Don’t launch the chat in a new web window

Also Read: 8 Benefits of Live Chat Support Solution For Any Business

Final Thought: eCommerce Live Chat Support 

Live Chat is fast becoming a holy grail for customer service. There is no option available to deny live chat and think for other mediums of communication. 

Integrating live chat support gives you the ability to communicate with your customers more friendly and provide instant solutions for their questions. With this guide, you will be able to conclude the importance of ecommerce live chat and if you’re looking to integrate live chat on your website, Girnar Care Team could help you in this. Contact us for more information.

The post 5 Significant Reasons Why Every Ecommerce Store Needs Live Chat appeared first on Girnar Care.

Isn’t it…

There are many ways to improve call center agents’ productivity and performance. And you may have used a number of ways to motivate your employees. But, did you impose gamification yet? 

No, So sad

Gamification changes the negative attitude of the employee, drives motivation, and creates a culture in which more productivity can be achieved and, in turn, get rewarded and recognized. 

The word ‘Gamification’ may sound similar to a game or puzzle. Gamifying inherits game models that are strategies to evoke agents’ ability and their morale. Some of the most common games you can implement are The War Room, Bingo, Chase The Parcel, and Points Are Reward.

Gamification is not restricted to just a call center. Any size and nature of the business can think to implement because it is a universal theory like management. 

Why you should gamify your workplace? 

Gamifying your workspace creates an overall better environment. It leads to an competitive healthy workplace for agents to drive more engagement and where they can continuously improve in order to be rewarded on an ongoing basis. 

Here are more reasons to read about how gamification can keep call center agents’ motivated. 

1. Prompts Healthy Competition

Competition is everywhere! Whether it’s external with other market brands or internal between agents and policies. It is important to prompt healthy competition both inside and outside. With gamification inline, the workplace alludes to employees having a clear eye on the prize and this is the best way to create healthy competition and motivate staff to improve their performance. 

2. Encourages Inner Genius and Creativity

Gamification activities trigger agents to participate in the idea and to prove their ability. By incorporating into the subject of whatsoever drive motivation and encourage them to come out at full potential. 

Additionally, it activates creativity by stimulating them to think out of the box and extend minds for good results. 

3. Get performance insights

Performances and grades also help in motivating your employees. With gamification in the schema, you could collect crucial insights about each and every employee’s job roles as it gives you the ability to establish metrics and measure employee performance. 

From the collected data, you could see who is performing best and meeting goals, even who could benefit from a little extra training and coaching.  

4. Creates Team Collaboration

The best about gamification is that it creates team collaboration. To achieve a particular goal, you need a team that may lead you effectively and efficiently. Gamification gives you the enrapturing ability to organize a team in the way you want. With gamification metrics in hand, you can build a team with equal zeal and accomplished skills. In this way, you have an organized team of agents that will ensure increased productivity. 

Also Read: Top Metrics that Measure Call Center Performance

Things Need To Be Gamify In Your Workplace

There are many things you can gamify in your workplace. Right from creating a suitable atmosphere to change in training and development activities. Here’s a look at the things you can gamify in your premises for better results. 

• Reduce onboarding time
• Improve customer interactions
• Gamify learnings
• Gamify performance
• Agent’s morality and behavior
• Gamify the speed of calling functions such as Average speed of answer, first call resolution, average hold time, average handling time, etc

Call Center Gamification: Conclusion

Gamification brings focus, integrity, and values in agents which help them to deliver good results viz – good customer services, achieving goals in time, accomplishing job roles as per regulatory, and much more. 

Gamification is easy to implement just remember to look out for the areas where it should implement. Also, try to write down the queries in advance so the gamification process becomes easier. 

If you’ve implemented gamification in your call center, you increase the chance of profitability and bring healthy competition. But, in case you didn’t…it’s time to go through this blog. 

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How you talk to people during phone calls conversations depends on your art of words. Your words should be sound pleasant instead of coarse. 

If you’re involved in the outbound calling process, contingencies are generating leads for the company. And that you could achieve by bringing good communication skills and by practicing some outbound calling tips. 

By the way, outbound calls are the first form of interaction which means you probably don’t know much about their preferences, choices, and likes as well. 

Thus, it becomes hard to bring sales in first contact resolution. 

Hey! Wait that doesn’t mean it’s impossible. 

With a successful outbound calls strategy, you could bring productivity to your outbound process. Start with making a to-do list that helps you to know your customers’ likes and dislikes. Even you could skip the wrong things before making calls to them. 

Here are 5 tips for outbound calls that will assist your outbound calling campaign with impressive results.

1) Get a List of Caller’s Name

When you have a list of the caller’s name in hand the outbound calling becomes easier. You can quickly make calls to them and if someone shows busy, you can quickly switch to another caller. 

It saves you from blindly making calls and building wrong expectations of lead generation. Additionally, you have a filtered list that means filtered leads in your hands, you just need to make calls and convert them into your customers. 

2) Research Before Calling 

Many sales representatives forget this step and see as. But, knowing your customers is something important than greeting them. So, do in-depth research about the prospect. 

You need to know what their needs are. When you do well research you will be able to know their ins and outs and help you to present your case better and convince them to go for your product.

Consider this example, you have an insurance agency so your objective should be to contact individuals who truly need protection and who can bear the cost of it as well. In case you contact a student who is still dependent on his parents to buy car insurance then that work is purposeless. Yet, you have done your examination admirably and you contact the understudy’s parent then you may land a customer for your organization.

3) Talk In-Gentle Voice & Stay Focused 

Call center agents are well known for their communication aptitudes. You can certainly find differences between an agent and a normal representative. 

You would agree that call center agents stay focused and ask straightforward questions. 

“Hello, I am XYZ calling from an insurance company. I hope you are doing fine. I am calling to discuss a proposition…”

The above short script is an outbound calling best practice that will always keep you focused on your objective.

4) Reframe Outbound Calling Hours 

How would you feel if your grocery storekeeper calls you in the middle of the night to tell you about new stock? And tries to sell it to you. Chances are you will lose your calm and might even decide to block their contact.

Avoid calling during weird hours of the day, look out for the right set of outbound calling hours as per their preference of time. The best bet to put outbound calls is around noon because everyone has settled into their work for the day and can easily spare a few minutes on a call. 

5) Take Help of Modern and Right Set of Technology 

Bringing technology into the process help agents to perform better and increase productivity. In fact, most of the calling functions can be easily managed through the right set of technology. It can help you with churning the manual tasks of dialing numbers and checking on missed calls, receiving calls, and so on. 

You can think of outbound calling solutions that offer a wide range of technical assistance to agents. They can use it for handling verification calls, follow-up calls, market survey calls, etc. 

Also Read: Advantages of Outbound Call Center Services

Final Words on Outbound Calling Tips 

Utilizing these arrangements will make your outbound calling procedure more effective. Your representatives will be able to do more significant assignments. The more efferent the work interaction will be the more your outbound calling technique will succeed.

I hope you find this blog useful. Do share your thoughts below. 

The post 5 Outbound Calling Tips To Close More Deals on Calls appeared first on Girnar Care.

Inbound call center agents essentially answer customer service queries as well as transactions.

It is important to monitor and analyse the agent’s performance. This is where a call scoring system comes into the picture.

What is Call Scoring? 

Call scoring is similar to the mathematical scale, and you may call it a tool that is used to evaluate your employees while they are on the phone with customers. 

In other words, it is a way to gauge top-tier customer service and improve the performance of your agents over time. 

Call Center Call scoring means scores given to the conversation occur between the customer and the relevant agent. The score could be asked to be given by the customer while on the conversation or after. 

The purpose of call scoring is to bring the quality of their calls in line with your company’s goals. 

Still difficult to grasp? Let’s take an example. 

Suppose you had a treatment with your doctor. One from the team of healthcare management calls you and asks for feedback. You have been asked to rate the doctor’s service from 0 to 5 where ‘0’ is the lowest and ‘5’ is the highest. The score you give to them is called call scoring. 

It could be an automated call rating system or real-time call scoring. 

The input is further being stored as feedback and the agent’s performance is judged on that basis. If the customer has rated the conversation five stars, it shows that the customer is happy and satisfied with the service as well as with the agent. 

There are several methods for call scoring. Here are some of them:

• Real-time call monitoring 
• Analyzing call records 
• Automated call rating systems

The possibility of the call scoring method usually depends on the number of agents being monitored. For large call scoring agent performance evaluation, the automated call rating system is preferred. 

Top-Notch Practices for Call Center Call Scoring

Now that you’re aware of the call scoring methods, it’s time to use them. 

See not all business functions are equal, so you need to choose appropriate call scoring methods. For this, you need to figure out the optimum monitoring criteria. 

Call scoring criteria help ensure your agents are evaluated without any wrong consent. This also enables you to judge one agent’s traits with another and help identify those that could benefit from extra practices or at least save you from preparing a development program. 

Do you know? You can use the Key Performance Index (KPIs) and metrics for agent performance. 

Take time and review these top practices on how to score your call center agents and improve your performance:

No.1 – Use Customer Suggestion 

Suggestions give a scope of improvement. By understanding what your customer tries to say via their reviews or feedback collection, you can actually bring better agent performance. 

After every call, make a habit to reach out to customers and ask them to provide feedback in some form. 

No.2 – Identify Unproductive Agent

In the corporate world, there is no value and space for unproductivity. An unproductive agent could be a cause for the upbringing of inefficiency, immorality, and unproductivity in your whole organisation.

Try to screen the struggling agents either weekly or monthly. It gives you where to focus your improvement efforts. 

No.3 – Consider Real-Time Statistics 

Real-time data is the fuel of modern call center success. Real-time monitoring provides various benefits such as making agents live easier, improving productivity, reducing agent attrition, improving customer satisfaction, and more. 

Using real-time statistics, agent progress can be tracked easily. It can also motivate them to improve the quality of their service and come out as productive agents.  

No.4 – Use Training and Development Program

The call center can improve call center representatives’ performance by providing them with continuous training. When your agents are well-trained they can handle most of the situation by themselves.

Consistent training helps your agents to attain their skills and make use of their abilities.

No.5 – Provide your Agents with Timely Feedback

Applauding agents for their good results is a great way to improve agent performance. They feel like motivated agents and see themselves as a productive employee for the organisation. 

When agents do something right, it needs to be shared. Therefore, timely feedback can be of great benefit for agents as well as a call center.

Also Read: How to Handle Stressed and Angry Customers

The Best Way To Use Call Scoring in Call Center

Here are some tips on how to make the best use of call scoring:

#1 Anticipate and react to your callers’ needs

A good agent always works on the notion to satisfy the callers’ needs. Call scoring can help in anticipating and providing a better solution to callers’ requirements. 

Together with your agents you can review calls systematically, and look into the improvement area to improve these conversations.

#2. Encourage healthy competition between your agents

Call scoring is also seen as a tool to promote healthy competition between your agents. Since each agent handles multiple calls in a day, the competition sets automatically. 

To measure the competition scale, call scoring is used and through the scores, each agent’s performance can be collected. 

Final Words 

This guide focuses on how to use call scoring to boost agent performance. I hope you gain a better understanding and insights to resolve your agent performance with this blog. For more information like this, please do visit Girnar Care Blog. 

The post What is Call Scoring? And How Is It Used To Improve Agent Performance? appeared first on Girnar Care.

And above all, it’s arduous to capture a lead i.e. the potential customer.

The sales and marketing professional use an array of techniques to generate leads for the company. Out of many, digital marketing is one of the foremost and common practices of lead generation.

Since digital marketing practices work upon the contingencies of Google’s Algorithm, it is pretty much a comprehensive method to achieve relevant results.

However, digital marketing is still an undefeated tactic for businesses to compete with other brands and help generate leads.

If I ask you that other than digital marketing is there any different medium to generate leads. What would you suggest to me?

I believe that live chatbots or live chat support solutions could be a way for lead generation. How?

According to the study done by ICMI, a live chat system can produce more than a 40% increase in the overall website conversion rate.

Additionally, Live chat has the highest satisfaction levels for any customer service channel. Day by day, the chat adoption rate has risen from 38% in 2009 to 58% in 2014 and 64% in 2019 and will grow exponentially.

Features of Live Chat Support for Lead Generation

Through live chat support, you can readily greet customers who visit your site, instantly deliver a sense of urgency messages, and be available to help whenever they need you.

These are the common fundamental features of live chat. However, it provides you with many features to take advantage of

• Canned responses
• Chat tags
• File sharing
• Chat transfer
• Message sneak-peak

Now every website integrates with AI-accredited live chatbots to enhance customer support and customer satisfaction.

You cannot imagine how critical can live chat support functions.

Many just believe that this is the channel for communication to resolve customer queries.

With no jokes! The majority of them are using live chat for marketing purposes, including lead capture on their website.

Application of Chat Support System

Since chat services act exactly like a receptionist to help visitors feel comfortable at every moment of their online journey. It is mostly utilized in websites and mobile applications.

Although, you may have seen various chat support services when you visit an eCommerce website or any other website.

Eventually, “How may I help you, Today” pre-chat services is the most common kind of greeting message you receive at a glance.

Other than websites and apps, chat support is also found in the form of VR experiences. Near in the future, may we see such technology in offices and smart homes too.

Also Read: 8 Effective Benefits of Live Chat Support Solution 2021

5 Winning Live Chat Strategy For Greater Lead Generation

When we think about live chat support for lead generation, we pretend ourselves smarter and disciplined. How you help customers engross the sins of art and science.

And the live chat support has both the quality. It gives you the option to customize chat services as per marketing agendas. Also, it offers analytics, customer history, and so on to facilitate a strategy for the next step.

Here are 5 ways to use live chat support to generate leads via a mix of automated and human-operated tools.

1. Welcome website visitors with a chatbot greet message

Greeting messages act as a friend or as a neighbor. Chatbot welcome scripts generally include a cohesive greeting, some basic information about the site or page when a visitor lands, and then different target messages are offered to start a conversation.

Generally, the most common chat support formats are highlighted features and visual menus.

Possible menu information to add:

• Blog link 
• Opt-in to subscription updates 
• Links to product or service 
• More info on pricing 
• Links to landing pages

2. Catch more leads with Omnichannel chatbots

Today omnichannel chatbots rule at the entire surface. Even big tech giants such as Meta (Facebook) and its Facebook messenger app are using omnichannel chat services.

When you opt for Omnichannel chatbots you enable chat support with AI and ML intelligence to handle customers everywhere whether they go on desktop, mobile app, etc.

Benefits to having an omnichannel chatbot on your website include:

• Frequent conversation and tracking of customer history
• Send follow-up messages at the right time
• Help you to do remarketing

3. Generate leads 24/7 with live chat support automation

A human can’t work 24 hours a day, but your chatbots can. Especially in the case of eCommerce brands, customer needs instant support for their products. Hence, 24/7 standby support is important.

When you use automated chatbots you save time and effort to listen to your customer’s queries. Additionally, you can use a live chat assistant for lead procurement by illustrating automation tools when offline.

4. Use a Pre-Chat Survey To Know Customer Perception

Pre-chat surveys consequently pose your visitors a few inquiries before the discussion begins. If you don’t as of now have the client information, use your survey campaign to request a name, email address, or potentially phone number.

Regardless of how the discussion closes, you already have your visitor’s contact subtleties and you can utilize them later for showcasing and deals purposes.

5. Use conversation routing, lead alerts, and live chat takeover

Missing a lead through live chat support means you still need improvement. 

Think of lead alerts software that notifies you about each conversation at the right time. Moreover, lead alerts tools also work on other mediums of channels such as email and social media.

So if your live chat support isn’t powerful or versatile, lead notifications make it easier.

Final Thought: Chat Support for Lead Generation

In conclusion, I would only say that you should integrate live chat support on your website. And if you haven’t done it yet, do it quickly.

Need any help? We offer personalised chat support services to our clients with exclusive advantages like –

• Proactive & Reactive live chat support
• Easy Customization for UI and Web theme
• Pre Chat Questionnaire and Chatbot AI

We also provide multi-lingual chat support to assist consumers with languages they are comfortable in.

The post Helpful Ways To Use Live Chat Support For Lead Generation appeared first on Girnar Care.

In a call center, the ratio of company success is measured through agents’ performance.

An agent may involve in the aspects of multiple scenarios to understand the customer requirement. Once he/she understands their desires, they build a channel or bridge to trump the needs.

For this, they process multiple things which let in the development of KPIs, and these KPIs further help organisations to look at what they have done so far.

Today I gonna talk about top metrics that measures call center performance and how they help drive customer satisfaction.

What do metrics mean in a call center?

If you are a call center manager you would be familiar with this term. Generally, metrics are used as indicators to track and assess the status of a specific process.

In a call center, customer experience, agent productivity, and call center operations are some common metrics.

Although different call centers have different call center metrics and these metrics can be changed based on time and organisation policies.

Typically, the customer service manager deals with such metrics to measure performance which leads to monitoring key performance indicators (KPIs) to track how easily an organisation achieves its goals.

How is call center efficiency measured?

Going into the modern days, the contact center performs several operations in a day for many processes.

And these operations are managed by several agents working in different positions with differ in authorities.

Regardless of any operation, the agent collects information which is called data collection.

The customer service manager receives these data in bulk from different platforms that focus on different business processes.

Here metrics provide a clean-sheet way to monitor this data with a clear understanding of what to do next.

Honestly speaking, not all this data is required at once. The manager decides what to take and what to leave according to the metric role process. For example, a customer relationships manager might need one set of KPIs, but front-line managers may need different ones.

Additionally, the top-level executive requires strategic metrics and KPIs to sustain the flow of business for better customer service. On the other hand, the operational manager needs a completely different set of KPIs to learn customers’ preferences better and for workforce management.

Also Read: Call Center Metrics to Measure an Agent’s Productivity

Top call center metrics and KPIs

Metrics and KPIs often confuse readers with their meaning…!

Simply put, Metrics refer to the critical measures you need to achieve whereas KPIs refer to the real-time actions you put to either improve or achieve those measures.

Let’s discuss some popular call center performance metrics to track:

1) Average Call Abandonment Rate

These metrics represent the percentage of callers that disconnect the line before reaching an agent.

2) Percentage of Call Blocked

This type of metric is common in call centers and calculates the number of inbound callers that receive a busy tone.

3) Queue Waiting Time

This metric gives you the percentage of callers who are stuck in call queues. However, this is the most frustrating and common in a call center.

4) Service Level

This metric engrosses the agent productivity in real-time based on the number of calls answered.

5) Average Velocity of Answer

Calculates the average time it takes for agents to answer calls within a specific amount of time.

6) Median Handle Time

This metric tracks the median time, starting from when the agent begins spending time picking up the phone until it gets disconnected.

7) Average After Call Work Time

It tracks the average time taken by the agents to do work associated with a call after it’s finished.

8) Prior Call Resolution

It discrete the data of agents address caller’s issues without transferring, escalating, or returning the call.

9) Occupancy Rates

This metric shows the percentage of calls indicates how much time agents are on live calls. In other words, how long the conversation hold between the agent and caller.

What are the industry standards for call center metrics?

Metrics and KPIs are key essentials of workplace improvement. The use of data and metrics in the workplace helps organisation and put in the position to understand how day-to-day actions affect the rest of company operations.

However, call center knows their way of measuring performance. 70% of contact center service providers use common industry standards call center metrics.

However, these metrics fall into a particular course of the chapter and reveal key lessons into customer experience, customer loyalty, and quality alike. 

1. Customer Experience
2. Agent Productivity
3. Call Initiation
4. Call Center Operations

The following table consists of KPIs relative to its metric functions. Take a look…!

Since the majority of call centers shifting towards virtual call center premises, the change in metrics and KPIs is general. Additionally, these call center metrics may help you largely but lag against some modern definitive agendas such as quantum marketing or some other future concept that call centers may think to evolve.

Also Read: QA Metrics that call center must track for optimum customer service

Final Thought

The rule of thumb is that you need to establish a basic overview of metrics to measure the tendency of call center effectiveness. However, metrics and KPIs give you positive scope to look into the scenario deeply. But it also helps agents be more successful and reduce agent attrition.

This is where call center metrics help track call center productivity, guiding managers to choose the right tactics, and enhance customer satisfaction. In conclusion, if you want to track your call center KPIs, it’s better to take this guise into consideration and see where your organisation stand in.

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