Regardless of their industry some of your customer-service clients may be facing unique challenges in today’s business environment. Any organization that provides live or automated customer service faces increased scrutiny in the form of online reviews, chat forums and various social channels. In order to preserve their reputations, concerned clients can seek out a number of tools to increase their customer service performance, squash the critics and increase revenue. Here’s 3 proven ways we have helped these types of clients.
1. Pinpoint Information at your fingertips – identify the key data for each client! Caller ID tools connect the inbound call to the customer database. Ultimately, the better (and more relevant) the records, the better prepared your agent is to assist the client. An example of this could be a client calling in to check renewal information for her auto policy. A good agent will be able to find the general info (name, address, policy number) whereas a great agent will be able to retrieve the most recent policy activity and pinpoint possible coverage gaps for the client. How? The database and call center software work together to find the relevant information quickly for easy reference. Additionally, a great contact center solution will make it easy for the agent to record and document customer updates in realtime so the client file is always up to date and ready for the next interaction.
2. Intelligent Call Flows – matches callers with the agents who are best qualified to support their specific needs. If a company has a diverse product portfolio (ie. parts catalog) then obviously there’s a large assortment of product an agent must learn and support. So, the contact center may have repair specialists for callers with broken parts while the software engineers handle calls for software-related questions. By using an Ai call flow system the call center can now direct the caller to the appropriate agent for a faster response and a better outcome for agent and client.
3. Better Analytics for Management and Agent – call center managers are always looking to see how their agents are performing. More and more contact centers are operating virtually. If your client utilizes a mix of office and remote workers there may be serious issues tracking productivity using an older call center system. Today’s call center solutions; however, track (and post)Â realtime call and chat activity for every agent. It doesn’t matter where the agent is physically located since today’s contact center seat uses a secure login and an IP address. Management is provided a hosted portal that shows all the critical information.
Today’s call center analytics are far more accurate and user friendly than legacy systems from 5, 10 and certainly 15 years ago. If your client has an aging call center system and they haven’t taken an opportunity to see the latest products then now is a great time to do some research. That’s where RAM comes to the rescue.
Here are the main areas where RAM can bring results for your clientele . . .
Ideal Opportunities:
- Call centers using legacy call center phone equipment (5+ years)
- Call centers looking to integrate voice and online chat services
- Any contact center manager complaining about agent performance
- Any call center struggling to update and use customer database information inside their call center environment
Ideal Verticals:
- Insurance agency contact centersÂ
- Support centers for medical organizations
- Support centers for parts distributors
- Technical support centers for software developers