Month: April 2014

Different Ways to Looking Contact Centers

Today’s call center is not something about phone, it is a separate company that … no, it MUST be able to generate sales. It must provide company with fresh ideas, companies need to help get new clients and it needs to work 24 hours a day, live – answer must be accessible within a few seconds. Finally, the response of the operator customer needs to solve problems immediately, customers who wanted to cancel service need to save and need to generate revenue.

There are different ways of looking at call center – User View – , customer and management’s point of view. Customer desires to solve the problem. Operators’ task is to solve the problem, actually operator task is to find accurate information quickly and they are easy to follow with customers in a way to. What is management? These people, things will always work. So what is the best thing that center managers can call? How to efficiently manage call center? The Balanced Scorecard approach is the best answer to these questions.

Balanced Scorecard is nothing but the concept. It is not a software tool, it is not a database, it is not an ERP system. Think. Above Balanced Scorecard as a combination of metrics and the rules of the metric management

The most important rule for the management of measurement data, it is to put them in the correct order. Metrics must represent actual transactions (calls, operators, income and expenses), metrics must be grouped. It is not a good idea to create too many metrics, and there must be a golden number of metrics for your business. Let’s think about call centers in the form of balanced scorecard and in terms of the metrics.

The Balanced Scorecard concept proposes to describe four perspectives to any business. Let’s talk via the main perspectives and metrics with these perspectives.

Financial perspective. The key idea here is “Call centers need to generate revenue.” It is a good idea to measure the revenue per successful call and the cost of the call. Financial perspective will give you an idea about conversion rate. Make more and more calls are not a good target. Good goal is: “Make 20 % more calls, hold conversion rate about 4% and keep our costs flat.”

Balanced Scorecard is about measurement. So if you have some metrics, describe the way you measure it, enter the target values ​​that you want to reach.

The next perspective internal process perspective. As the call in the call center handled? Do you segment your incoming customers in any way? What is the average call handling time? Are your call center services 24 hours a day?

Learning and growth perspective. Coaching is what call center is efficient. Team leader must spend time on coaching, manage must measure and control this time. Team leaders need different coaching methods, such as remote listening, use, share practices with agents, role-playing exercises. It is a good idea to measure these activities. Today, call center management systems provides efficient technical background for a call center coaching is what makes all of these software systems work.

Finally, do not forget customers. From a customer perspective, consider measuring reaction time quality, customer frequency and loose first- call resolution rate. It sounds simple, but these key indicators will help to re- think call center and make it better developed.

For more information about how Cloud based Auto Dialer, Voice Broadcasting SoftwareCall Center SoftwareCloud based Auto Dialer and Hosted IVR may work for your small business, visit the LeadsRain.com.

Hosted PBX System for Contact Center

A PBX for a call center environment is one that can handle large call volume as well as interfaces to other systems. In most cases, large call centers more than just the PBX require itself. Equipment such as a Predictive Dialer, VRU and voice mail system, all easy to integrate with a PABX system which is intended for call center use.

A predictive dialer is one of the most common types of equipment to make calls is used to agents based on a campaign or job configuration. In most cases, a call center is one to customer service or collection type traffic. In the case of collections, account delinquency is often a major deciding factor in the account owner can be contacted. These accounts are registered in the campaign or job so that the dialer automatically calls these customers and deliver the call to the agent. With a predictive dialer ensures that the calls are delivered equitably among available staff. This eliminates the possibility of one or more agents receiving the majority of calls other agents idle. This process makes the available staff and routes calls in a manner that increases the productivity and efficiency. Analytical reports that the dialer has supported the management and executives to determine if new employees may need to be adjusted or adapted existing schedules.

Monitoring call center queue for optimal performance important. In most cases, the dialer software is available with which to monitor, supervisors agent behavior and intervene to have when needed. Monitoring software provides off regulators to determine whether calls are waiting in the queue, waiting by an agent or simply hangs up. This allows the regulators busy agents to adjust to accommodate the system the current call volume or demand. As to make these changes at a moment’s able to help the company, call flow to keep moving without bottlenecks. This feature combined with historical accounts is management a clear picture of call center performance as a whole.

CTI integration improves productivity and the customer experience. This is where external systems use information from the PBX to obtain customer information access and fills it in a screen, such as the call to the agent. In this way, the agent has immediate access to customer information and does not need to question the customer on the account number or other important information. Addressing the customer by name increases customer confidence and gives him a sense of appreciation. Many customers experience frustration when they repeatedly requested to provide an account number.

After several systems that eliminates this frustration with each other to connect on the customer side. Even if the call is transferred to another agent, the information will be transferred with them. If CTI integration is used, the need for the phone is sitting on the desk eliminated. Calls are calls through your computer with the use of a headset, where the agents can, handled through the use of software. Most of the time, most of the time headsets are usually cheaper than a phone sitting on the desk.

A voice response unit is often used to help customers self-service in order to minimize the number of calls that are directed by agents to enable. The VRU needs to access other systems, so that the customers with the information they need to provide. This can be for their account information, mailing instructions or the position of the company. These types of calls are frequent, and often a lot of time and resources. Rent through the use of a VRU, the business now does not need as many agents or as many planned because the VRU can handle the calls without human intervention. In cases where the customer decides to speak to a customer service representative, the VRU can then transfer the call to the PBX to be passed from an agent.

Many large call centers use VRU technology to minimize their agents on workload. In addition VRU report can provide useful information when making business decisions. These reports can show a good overview about customer behavior and find what options customers useful to those ones result in the call to an agent passed. This allows the companies to streamline VRU options for increased efficiency. The more companies get a customer to access information themselves, the less number of calls are delivered to agents.

Communication for call centers includes much more than just the PBX. For large operations, additional equipment is required to ensure that the call center is both productive and efficient. While there are also costs for the purchase and installation, may be the long-term return of meaning. In implementing call center strategies more than just the cost of the equipment itself should be considered. When factoring in the cost of hiring staff to handle calls, much of the external devices make financial sense and the company provides an efficient way to process calls and provide long-term savings.

For more information about how Cloud Based Auto DialerVoice Broadcasting Software, Call Center SoftwareCloud based Auto Dialer and Hosted IVR may work for your small business, visit the LeadsRain.com.

Customer Satisfaction by using Call Center

Today, a call center is not meant just to visit calls. It is a full-fledged company that can help you to generate revenue satisfied by your customers. It provides a company with fresh ideas and helps to generate new customers and successfully meet business goals. It works 24×7 and live reply is accessible within a few seconds. Customer services representatives help solve the customer’s problems immediately and customers connected to yours.

Since the companies are getting bigger and bigger by the day, it is unfortunate that the contact people who know in the customer service business less and less about what’s going on with the company often. Most of the call center agents also invoke pressure to limit the time for calls up to 30 seconds spent. Actually, it if all customer service representatives more time on a call probably the worst measure of efficacy for call centers.

Another way to calculate the effectiveness on the level of customer satisfaction during the call to the base. First, the customer will have to be asked about the results of their interaction with the call center staff, and this must occur fairly quickly after contact. A feedback should after the phone call immediately and directly. If 9 out of 10 customers are with your service fully satisfied then it is assumed to be satisfied, while score equal to or less than 3 means an unhappy customer.

Today, organizations are more and more stress in order to improve the quality of customer service. For this reason, they are always close to the assessment of the quality of the agents with live call monitoring, call recording and get Daily Agent Feedback.

Employee satisfaction is as necessary as the happiness of the customer with the results. Otherwise, their performance would logically impact on overall customer satisfaction. For the satisfaction of the employee, you should ensure that your employees are satisfied with the working environment and operational procedures.

For more information about how Cloud based Auto Dialer, Voice Broadcasting SoftwareCall Center SoftwareCloud based Auto Dialer and Hosted IVR may work for your small business, visit the LeadsRain.com.

Call center today is not something about phone calls, which is an independent business that cannot generate income. It should provide the company with fresh ideas, should help the company get new customers and business objectives archive, you work 24 hours a day, live the answer must be accessible within seconds. Finally, the operator’s response should resolve customer problems immediately; you must save the customers who wanted to cancel the service and should generate revenue. There are various views on the call center – view point, viewpoint and customer viewpoint management operator. Client wishes to solve the problem. Operator’s job is to solve the problem, actually operator’s job is to find the right information quickly and provide its customers an easy way to follow the path. What about management? These people always make things work correctly. So what is best to call center manager will do? How to efficiently manage call center? The scorecard is the best answer to these questions. Balanced Scorecard is nothing but the concept. It is a software tool, is not a database, it is not an ERP system. Think of Balanced Scorecard as a combination of metrics and metric management standards. The fundamental rule of management metrics is put them in the correct order. The metrics should represent real business (calls, operators, costs and revenues), measurements should be grouped. Bad idea to create too many metrics and should be a number of gold that fit your business metrics. Think call center in terms of Balanced Scorecard and in terms of the metric. The concept of Balanced Scorecard suggests four perspectives used to describe any type of business. We will discuss the prospects and key metrics associated with these perspectives. Financial perspective. The key idea here is “call center must generate revenue.” It’s a good idea to measure revenue per completed call and the cost of the call. Financial Perspectives will give you an idea about the conversion rate. Make more and more calls are not a good goal. Good goal is: “Do 20 % more calls, keeping the conversion rate of about 4% and keep our costs flat.” Balanced Scorecard concept is about measuring. So when you have some metrics, describe how you will measure them, specify the target you want to achieve values. The following point of view is the perspective of the internal process. How the phones call with his hand in the call center? Do you somehow segment your incoming customers? What is the average call handling time? Is your call center service available 24 hours a day? The learning and growth perspective. Coaching is what makes call center work efficiently. The team leader must spend time in coaching, management must measure and control this time. The team leader should use different training methods, such as remote listening, sharing practices with agents, role-playing exercises. It’s a good idea to measure these activities. Today management systems call center provides technical training for efficient call center, coaching is what makes all this work software systems. Finally, do not forget the customers. From the customer’s perspective into account the quality measurement of response time, customer release rate and resolution rate in the first call. It sounds simple, but these key indicators will help you re-think call center and make it a better performance. Call -Center should generate sales; you have to save customers and should return investments. The key concept is to measure and control the performance of call center metrics call center and the concept of Balanced Scorecard. What tool do you use to manage your metrics? Anything you like, in this case, any spreadsheet software works better than a thousand dollars – business systems. If you are interested in call center metrics and measure business performance with Balanced Scorecard try Sam Miller web –site. For more information about how Cloud based Auto Dialer, Voice Broadcasting SoftwareCall Center SoftwareCloud based Auto Dialer and Hosted IVR may work for your small business, visit the LeadsRain.com.