Most business organizations have gained visibility, increased revenue and realized profits by constituting an efficient customer service and support system. Consequently, call centers are constantly innovating with regard to service delivery.
Call centers have been able to enhance their operations as a result of the introduction of new technologies and communication channels in the workplace.
One such call center, serving SMBs in US today is 31west that use following strategies to improve service delivery at its global delivery center while giving itself a competitive edge over competitors like Global Response and AT&T of the United States.
Any business wants to engage customers in conversation to create the image of importance. Call center representatives do not need to adhere to the script all the time. This enables staff to give the best service by developing a personalized and long term relationship with customers.
By giving customer representatives an opportunity to use their intuition in addition to their knowledge, every associate is well positioned to become the company’s brand advocates.
Customer Care on Mobile Devices
The whole customer experience can take place on the mobile device. This includes interacting with the call center as well as self-service, online purchases and browsing. For customers, the interaction with every business has evolved through the use of tablets, smartphones and even laptops. Mobile customer care has moved from existing web applications to the mobile platform. As mobile apps are transactional today, customers are more versatile and can thus check their flight schedules or balances for example. Call centers are now able to interact with customers via multiple channels & Twitter, Facebook, Hangout are gaining popularity.
Increase in Sales
Call centers boost their sales by providing skills to customer reps to generate leads whenever they take calls from customers. Having access to information using the call center software enables the customer representatives to access the social media page and find best touchpoints. The customer representatives are also able to upsell to current customers and explore new opportunities. Consequently, the business benefits from an increase in profitability because of increased sales through the customer service.
Another strategy used by burgeoning call centers today is cloud migration. This allows them to adopt new facilities like enterprise feedback management, proactive customer contact and customer chat where older solutions have become obsolete and cannot provide the same level of customer service.
Call center software that is cloud-based has improved the service delivery of customer support associate It results in more organized, efficient and affordable way of deployment, management and storing data.
Social Media Evolution
The new frontier in call centers is social media. There is an increase in response to customers via social media platforms which a growing number of customers prefer as a means of communication.
Social media is more convenient when it comes to real-time response and brand accessibility. Among the more popular platforms are Facebook and Twitter. They act as the first line of communication with regard to escalation and resolution thus assisting in reducing inbound call traffic. Call centers are able to analyze the reaction of their customers by getting feedback through social monitoring through analyzing real-time data on potential problems.
The Call-Back Option
Call-back technology eliminates the need for customers ‘wait on hold’. This reduces complaints to a great extent as it is one of the biggest reason for dissatisfaction witnessed in the industry. This technology enables the customer to key in the phone number and gets a call back by the call center. This results in savings to the customer on the line while enhancing customer support for the call center. This is contrary to the old system where customers would need to wait for up to twenty minutes or more.
Call centers today employ video communication & remote screen sharing tools hangout, skype, LogmeIn etc. More call centers are embracing this technology so that customers are given enhanced service experience. This includes the innovative use of video as part of the customer service applications within and outside call centers. Customers can be given instructions on how to do something or troubleshoot or the support associate can take control of customer’s device remotely and fix the issue.
All these new and creative approaches that are being deployed by successful call centers can be replicated worldwide to enhance customer experience everywhere. Consequently, both parties benefit because service delivery is improved and appreciated at both ends.