![[Ultimate Guide] How to Set Up a Call Center in 2022?](https://cdn.c-zentrix.com/blog-images/the-checklist-for-your-call-center-setup.jpeg)
Call Center, Omnichannel
[Ultimate Guide] How to Set Up a Call Center in 2022?
Only delivering friendly customer service is not enough these days. Take a step forward to deliver exceptional customer service. These proven call center best practices will help you delight your customers.
Delivering a poor customer experience can be expensive for your business. Your customer will immediately leave your brand if he/she will get a poor experience. Not only this, customers don’t even take a minute to escalate such things on social media. Customers have criticized brands in social media after getting poor customer service. This harms your brand reputation, leading to revenue and sales loss.
Organizations and companies invest in contact centers. And, providing the best customer experience is on the top of their list. Modernizing the call centers with AI-based tools has helped them to a large extent. Still, they need to invest in some other methods as well.
So, Delight your Customers using these Best Practices:
1. Offer Many Self-service Options
2. Use the AI-based Tools in your Contact Center
3. Integrate these Call Center Phone System Features
4. Adopt these Suggestions Also
According to a survey, over 75 percent of millennials avoid making calls. They find it time-consuming. The latest technology offers various self-service options to millennials. Customers can use chatbots, self-service portals, and interactive voice systems. When customers choose self-service options more, calls to agents reduce. And, thus the burden on the call agents. You can leverage your contact centers with visual IVR systems. These systems offer call deflection and improve customer experience. Google Business Message is also a very good self-service option coupled with live agent support.
Running a thriving call center by satisfying customers is difficult. Still, you can make it thrive. Leverage your contact center with advanced technology powered by AI. These technology features voice bots, chatbots, email bots, agent assistant, in-call analytics and post call analytics with advance QA. These latest tools assist modern workers in enhancing their performance and provides significant benefit to customers and brands. Let’s have a brief look at the advanced tools that can enhance your contact center.
Call center systems are not limited to dialing and receiving calls. They include many advanced features that help to run a contact center. These are the most important features that you can’t ignore. Some of these are:-
It makes all the decisions associated with call control and call routing. With ACD, monitoring many calls at a time becomes a child’s play. It offers live call barge-in, call conferencing and whisper coaching features. These features help call center administrators to train their call agents. And also allow them to intervene whenever required. The automated call distributor provides the administrator with detailed insights into the customers’ calls. It provides them invaluable information about call breakups day-wise. Getting calls detail based on campaign and skillsets becomes easy. Also, you get the average handle time of the specific agents and the Turnaround Time of every agent. To know the agent’s performance, you can get their call recordings to review them.
IVRs play a crucial role in helping customers to fix their issues immediately. Customers can fix their issues without speaking to any human agent. It answers customers’ simple queries and sends important messages. Enterprises use it to offer a personalized experience to their customers. And reduce costs on their human resources. IVRs can provide responses to several callers simultaneously. After integrating with call blast, you can collect vital input from customers. Smart card operators and the telecom sector use it to announce balance payments and recharge. Banking and financial domains use IVR systems to start online payments.
They use it to authenticate customer information. Not only this, BPOs use it to conduct customer satisfaction surveys. And educational institutions use it to announce exam results. Handling high call volume is easy with IVR systems. With right IVR design, call containment rate can increase and limit the calls directed to the call agent. Call centers can integrate it with other third-party applications. Advance IVRs also include third-party speech engine to recognize the call intent and provides response using Text to Speech (TTS) engines.IVRs Benefit More They use it to authenticate customer information. Not only this, BPOs use it to conduct customer satisfaction surveys. And educational institutions use it to announce exam results. Handling high call volume is easy with IVR systems. With right IVR design, call containment rate can increase and limit the calls directed to the call agent. Call centers can integrate it with other third-party applications. Advance IVRs also include a third-party speech engine to recognize the call intent and provides response using Text to Speech (TTS) engines.
The contact center must use several dialing modes that can suit their business goals. You can pick from different dialing modes like predictive, preview, progressive, and manual. A predictive dialer predicts the availability of the agents. Also, it tells about agents’ average call answer time and collects data. It places the outbound call immediately once the agent becomes available. Apart from detecting answering machines, special information tone (SIT), or busy tones, it can transfer the call to the agent. Likewise, a progressive dialer boosts the agents’ productivity. And make one call at a time. Preview caller help agents in reviewing contact details. It help the agents to review specific customer information before they place any call.
The missed call module offers a lot of benefits to call centers. For instance, your call center can generate a lot of leads. It can collect feedback, run a contest and conduct votes. And flash the number in different media. You can generate inquiries by giving your customer a free platform to connect. During the pandemic, brands were requiring consent from customers before they send personnel for home visit. To collect the consent, they would request customers to give a missed call to the published number and consider it as consent.
Magic call (aka virtual numbers with call patch) protects the identity of both parties, i.e. caller and the customer. Apart from keeping your data secure, it tracks calls, records, and analyze. Most of service-led business requires both parties (buyer/seller or delivery guy/customer) to have a call without sharing their number. Post the transaction, the virtual number gets freed up.
When talking about RoboCall, it is ideal for conducting polls and surveys. Also, RoboCall is good for collection reminders, insurance renewals, rescheduling train/flight, etc. Use it to review audio recordings and analyze the agent interaction. Reviewing conversations with daily reports benefits a lot.
Chat happens in a text format between the agent/customer rep and customers in real-time. Customers can start a chat through any digital channel. It may be via a website, mobile app, messaging app like WhatsApp or Telegram and even social platform like Facebook or Instagram. Nowadays, chat support comes with several advanced features. Such features include instant file transfer, chat monitoring, chat transfer or conferencing, and chat logs. The chat can double up as a video chat if it is required. These helps in quick troubleshoot, product demonstration or trust building as well.
Providing omnichannel support is a must for any call center. Customers use a diverse range of devices. They expect the businesses to interact across various communication channels. Equip your call center with unified communication tools. So, your customers can reach you on their cell phones, tablets or laptops and interact with the channel of their preference like chat, phone, email, SMS, social media or video. And, your agents can respond to such customers’ queries over an unified interface with clear understanding of customer journey and the previous service requests in CRM.
Capturing leads can help you get more sales. A lead management system helps you capture leads in real-time. It can integrate all your sources into one platform. Your sources may also include chat, SMS, email, and social media plugins. Also, you can check the lead status and conversion rate. Monitoring agent scoreboard, lead score, and getting extensive reports are also possible. With lead module in Omnichannel, the lead can be nurtured using different channels as well.
C-Zentrix’s helpdesk CRM can track all the complaints and queries. It ensures that not even a single query goes unattended. Its multi-channel integration through email, chat, bot, social media, or voice calls, makes it efficient for registering queries and complaints.
This is the latest inclusion in many call centers. Bots can be driven by voice (voice bots) or chat/text (chatbots). The principle of the bots remains the same. They extract the call intent with the power of NLU and NLP and provide the best response by training the data. The trained dataset helps in building the brain of the bot. Most bots are able to pursue a conversation as they not only understand the intent of the caller but the context of the conversation. With voice bots or chatbots it is important to know the ability to support multiple languages depending upon the customer base
Call analytics and the myriad of applications of such analytics are rapidly getting adapted in call centers. With in-call analytics, the real-time conversation can be understood and calls that are non-compliant, has irate customers or even cross-sell/up-sell opportunities can be flagged and the supervisor can intervene in such calls. With post-call analytics, calls can be easily scored by the AI-powered speech analytics and calls can be grouped under different categories. Those calls which are low performing can be analyzed in detail and the agent can be selectively trained.
Apart from using these advanced technologies, make a few improvements to offer a great customer experience. We have mentioned some of these below: -
Are you looking for the best ways that can give a long-lasting impression on your customers? C-Zentrix has the best and most advanced call center solution to help you.
