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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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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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.

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So here we are, with our blog topic – Virtual Call Center. This blog will discuss what exactly is a virtual call center and how does it benefits businesses and their employees. It will also bring light on the true value of a virtual workplace and how it can be as effective as physical workspace.

So let’s dig straight into it.

Defining a Virtual Call Center

A virtual workspace is different from a physical office space. It equips employees with the right technology to work from their preferred locations. A working model which facilitates work collaboration casting out geographical locations. With just a single device and a stable internet connection, your employees are good to go.

A Virtual workspace sets itself apart in its own way. Unlike traditional call center, a virtual workspace does not require installing hefty and expensive hardware or any other devices. Everything works through the cloud. Being cloud-driven has its own benefits too elaborated in the latter half of the blog. Each employee of an organisation can work cohesively as a single unit and achieve their goals. Similar to what a physical office space offers you, a virtual call centre can also reap you similar benefits. It offers you scalability and flexibility to work with ease.

Why Choose a virtual workspace

So the question here is to understand why is their a need for a workspace free from the geographical boundation? 3 reason that top the list are as follows:

• Less cost involved with a virtual office space: Unlike traditional systems, there is no need to set up infrastructure, an office space, instal the right hardware and software for employees.
• Works on Cloud: Cloud offers great flexibility and agility to work from anywhere and anytime.
• Considering the Pandemic: This uncertainty is to stay and the virtual workspace is the best option to maintain business operations and work to satisfy consumer demands.

Benefits of virtual call center services.

Remote working can reap you similar benefits to what a physical workspace offers you. Make sure you use the right resources and technologies, communicate with your remote teams and work together to achieve goals. Want to know more, then call us now and step into the world of newer possibilities.

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This blog will work up a way for you to discover how you can transform your business processes as per the new digital age. Also, learn ways to enhance your “digital customer experience” with the right strategy.

Defining the “Digital Customer Experience”

27% of the businesses believe that digital transformation is a matter of their survival in the market.

Digitisation has changed the narrative of how companies looked at their customer journey before. The digital customer is modern, smart, internet savvy and knows what he wants. Here, a great digital customer experience would mean how a brand and a customer digitally interact with each other. Also, what benefits does the digital interaction hold for the customer is what defines a wholesome experience. Increased value for customers, customer retention, happy and loyal customers is what a good digital experience does for you.

For a digital customer, factors like the below – mentioned matter:
– How many digital channels you as a brand are available at,
– How much time does your website take to load,
– What digital technologies are you using to simplify customer communication,
– How well do you understand your customer’s time and value it,
– How quickly and smartly do you solve their online queries,
– Do you indulge in taking feedback and act on it,
– How actively are you engaging your customers via social media channels, etc.

Creating a bond with your customer digitally and letting them know how much you value them will prove as a catalyst for your business growth. Consumers expect their experience to be easy, seamless and worthy of their time. They want efficient before and after service, personalised experience and a lot more. Going digital has expanded customer’s horizons and raised the bar for brands to attract customers and make meaningful transactions.

So that now you are clear of what a digital CX expects from a brand, let’s talk about ways how you can attain your goals to provide a holistic digital customer experience. In short, let’s talk strategy.

Strategy for a holistic digital customer experience

Let your customer’s find you:

The first step is to create awareness and defining ways for your target audience to find you. Though some of the businesses will already have their customer market established, but its always better to find new customers. Isn’t it? For catching customer eyes, social media mentions and influencers can help you in different ways. They create user content which is easy and unique in their own ways. This type of content is engaging and other customers can easily connect with it. Furthermore, you can also optimise your website and other pages with SEO for increased brand awareness.

Discover

Once you have expanded your reach, its time to understand and discover their behaviours. This will help you to draft your strategies with a user-centric approach. Understand what your audience likes, what they want to see, what content creates the most engagement etc. Make use of demographic charts to understand what personality traits does your customer hold. Build a buyer’s persona and then you will able to create a wholesome experience for them. Understanding their intention and behaviour will answer most of your questions and help you deliver what they seek. Also, formulate content as per different social media channels which your target audience prefers. Treat them well and let them know how much you value them.

Make use of the data collected

Once you have done your study, use the data for your own good. By this we mean, that now you have the ability to transform your business processes per what your target customers seek. Customise, personalise and show how much you care and retain maximum customers. Integrate your brand’s vision, Innovate processes to seek customers attention, align it with customer goals, interact with focussing on them and offer what they want.

Create a convenient digital customer experience

Convenience is what they are looking for. If you create it for them, they are gonna stick with you. Show them that you are a one-stop destination for their needs, who as brand value their time and offers them convenience at their doorstep. Show them how seamless it is to interact with you and how great are your products and services.

Take feedback

They want to be heard and given immediate resolutions. Their feedback is the only way for you to make relevant and necessary changes in your services. Revitalise your brand and pull it out of the gloomy days with important customer feedback. Ask your customer about how they feel and what they need to change and then incorporate it in the new you.

Offer them immediate support:

Don’t hesitate to take negative feedback from your customers. Rather, use it to transform your product and services. Also, don’t step back to answer their queries. In fact, answer them and immediate possible actions to show how much do you care for your customers. Drive them satisfaction and they will give you loyalty.

Conclusion

To delight your customers at each stage of their purchase journey, you need to be a part of their customer experience. Keep yourself in their shoes and understand what they truly require. Enable a system and an effective strategy with the right technology for a seamless digital customer experience.
Reinvent your customer experience with us and our breakthrough technology. Contact us now to know more.

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The current market is huge for customers. With a dozen variety of products available in the market, shoppers have a lot of choices to choose from. They are smart, vocal, well-equipped with technology and aware. If you take care of them, they are bound to stay with you. But If they invest in your business and finds no returns, then they will happily move on. They need to be heard and answered and if you are unable to do so, then you incapable to satisfy your customers. To avert this and understand where you are going wrong, keep on reading and know it for yourself.

Understanding Customer Responsiveness

How much time does it take you to revert to a customer query? This determines your customer responsiveness. In simple language, the speed at which your business executives qualitatively respond to the incoming customer queries defines your customer responsiveness. For example, if your customer has to wait to get a reply to an e-mail enquiry for 1 week, then he might move on to another company.
Let’s look at what Customer Service statistics have to say:

• A major chunk of 73% customer immediately fall in love with a brand and stay loyal because of the friendly and interactive customer service agents
• Happy and satisfied customers will share their positive experiences with approximately 11 people.
• Almost 70% of the consumer’s lifecycle depends on how they are treated.

At its heart, customer responsiveness is defined by “Quick and Right”. To have a competitive edge, businesses need to understand the true value of their customers and do what is right to attain them. Having the right knowledge with great interaction is what will sustain your business.

Understanding the benefits of great Customer Responsiveness

“It takes 12 positive customer experiences to make up for one negative experience” – Glance.

Holding on to your customer and providing him with first-class service will highly benefit your business. Did you know that repeat orders of your old customers tend to increase every time eventually? This makes it self-explanatory that your customers have built an everlasting trust on you.
A study by Invesp discovered that Finding and spending on new customers is 5 to 25 times more expensive than holding on and retaining existing customers. It’s easy to save on this budget by critically investing energy and efforts in great customer responsiveness. Therefore, let’s move on building better relationships and earning your brand positive light

Ways to increase customer service responsiveness

Analyse issues:

It makes no sense to run away or make excuses for the problems your customers have been overtime facing. Understanding what are the deviations and take necessary actions accordingly. The market is huge with many competitors. Don’t allow them to grab your customers. There can be a million issues which your businesses is facing. The lack of which will decline your customer satisfaction ratio. Get in the depth and make sure that all the problems are well taken care off. The below chart shows how customer usually react to bad customer responsiveness.

Devise a strategy:

Once you have found issues with your current system, analyse a proper plan of action. Bring light to the significance of having a plan and execute it to make things better. Devise strategies which your employees should always follow. Every customer inquiry is important and you should answer them all.Above all, reviewing and responding to all the queries will build you a responsible brand image. Be it if its negative or positive feedback, answering each one of it is necessary.
“According to Qualtrics, 50% of the customers believe their feedback doesn’t go to anyone who can actually act on it.”
Therefore, Step up on the game and take hold for what your customers have to say. Customer responsiveness will not be a big task then.

Train Employees:

To boost your customer responsiveness, train your employees respectively. How should your agent respond to the incoming inquiries or feedback shouldn’t be their personal perspective. Similarly, It should not be an answer which formulated because of their own thoughts. Their answers should be in alignment with the brand image. The solutions and responses posted will depict how as a brand you value your customers. Likewise, comes the speed and efficiency to answer. Therefore, Good, healthy, sound, accurate and effective responses will elicit good feedback from your customers. As a result, you will maintain good and healthy relationships.

Indulge in Automation

Leverage technology to simplify everyday tasks is an easy way out. Your brand may be on a zillion platforms and it can be hard to sort out all customer enquires. Therefore, using technology to help you deal with it will ease out regular operations. Adding in new technology like Helpdesk would help enable to cater to each customer query. This will present you with all the data at one screen, thus saving your time to wander around at different screens. Another great technology is the use of chatbots. They will help your agents save on their time to answer monotonous queries as it can handle it by itself. Everyone is using this and now you should too.

Conclusion

They want you to hear them and acknowledge their problems in an efficient manner. In addition, lack of customer responsiveness hinders steady business flow and likewise potrays a bad brand image. Happy and repeat customers are there with you. Take care of them.
Want to know how we can assist you with modern technology, then call us now.

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