How Health Care Call Center Software Can Reduce The Cost of Service

Healthcare provisioning has become the need of time.

Bringing continuous innovations in business has become the mantra for survival.

Similarly, time has led to an increase in the demand for deeper penetration of healthcare services.

This is yet another industry that is growing with the use of call center software.

Be a diagnostic center, a hospital, or a clinic, medical institutions are now looking at adopting the smart model to deliver appropriate medical aid.

Everything requires research that can be conducted and can be accessed round the clock through the cloud.

In other words, provisioning medical services through the cloud have enabled smart medical treatment. Want to know how? Let’s look at a few benefits of the software:

Data Privacy: Data privacy has become a growing concern for all businesses; especially, financial and medical institutions. These institutions need to keep their customer details/ customer identity safe.

However, they need to have a large coverage and run their operations on a large scale.

Hence, taking up a different software technology for each purpose is not recommendable; nor is it advisable to share information with third-party companies while, using the on-premise software.

So the only solution to all these concerns is to use the cloud-based software which allows you to share your data with restricted access with anyone, anytime.

Cost-effective: All this time if you were using different software technologies for every operation that you may run; it is now time to switch to one platform that provides multiple solutions.

Neither is it possible for healthcare professionals to carry all the devices required to smaller segments nor is it cost-effective.

Using the online call center software is not only cost-effective but also enables medical operations to run smoothly.

So would you invest in one software that provides multiple solutions?

Or would you invest in multiple software that’s hard to integrate? Think about it.

Risk Management: The healthcare industry is directly connected to life; thus, healthcare professionals cannot afford to make any mistakes.

Similarly, these professionals need to reach out to the respective patients in the specified period of time.

But, what if they’re unable to make it in time?

Cloud-based call center software enables them to share their knowledge with an alternative individual who can manage the case. This further helps healthcare professionals make provisions and manage risks.

Easy accessibility and better reach: The healthcare industry has grown at a rapid pace.

However, it still needs to expand its reach by penetrating developing countries.

This not only requires healthcare professionals to reach out to villages but also needs other medical facilities to be easily accessible in villages and other segments.

This software technology has not only helped healthcare professionals but has also given them a platform that’s easily accessible to all.

This has further helped people reach out to the best professionals at the ease of their fingertips.

Until now we’ve been only looking at the theoretical aspects of how outbound call center software helps in healthcare provisioning; it is not time to look at the practical aspect.

To better understand this let us look at an example. This case in point is a chain of hospitals.

CASE STUDY

This chain of hospitals has also been popularly known for its renowned medical institutions.

Established in 2011, the line of hospitals is spread through 40 cities throughout India.

The organization was known to have the best experts has been hearing about the increasing demand for their specialists.

To serve the needy and reach a broader segment the institution got its hands on a project wherein medical services would be provided at a subsidized cost.

The organization run by a trust was popularly known for driving improvement in healthcare.

PROBLEM

The institute wanted to reach out to villages and smaller segments; however, carrying all the medical equipment wasn’t affordable. They had started raising funds for the cause.

The concern was to take all the amenities to smaller villages through the medical camps.

At the same time, taking their experts to each camp was not practical and would hamper working in the hospitals. In all, it would all incur a lot of costs.

Initially, when they began with a few clinics across smaller villages, representatives from these clinics could coordinate with doctors in the hospitals to provide the diagnosis for major illnesses.

However, the communication software in use turned out to be a failure.

The software wasn’t compliant with identity regulations and could not provide workforce analytics.

This further caused the lack of a workforce during emergencies.

SOLUTION

The very first step was to identify software that could integrate all the features required and could be customized.

The institution needed to have the best call center software.

Thus, they decided to try various software technologies in different environments.

Post numerous trials, the institute finally picked the perfect match.

The management was now ready to resume action on its 2 initial decisions.

The very first step was to start small clinics for 24*7 aid; whilst, the second step was to organize the various camps.

Round-the-clock support – These small clinics had 2 medical officers who would be available round the clock to provide medical support.

An appropriate call center software solution was picked to back the operations.

The software gave data and application access to clinicians, considering privacy compliances.

It was a milestone that resolved the challenges related to identity management and gave clinicians access to the application when required.

Lifecycle Management – The call center solutions further helped manage the lifecycle of each clinician.

This further accelerated the onboarding and helped them manage the enforcement for each location. Additionally, the moderator could now define roles and policies.

Analytics – The software helped streamline the process and validate the various user accounts.

The system enhanced analytics to facilitate internal as well as external policies.

It not only gave them access to pre-built reports but also gives critical insights to develop innovative care solutions.

Marketing activities: Each organization needs to be promoted.

Without promotion, it was next to impossible for the organization to spread the word about its initiative.

On the other hand, the clinics were often crowded due to which, the staff couldn’t provide good service.

Hence, they came up with services available over the phone.

All of this was backed by their new software.

The telemarketing software created call reports and helped keep a track of patient history.

As a result, the organization noted a considerable difference in the quality of services provided.

Additionally, patients were now well-informed about the camps happening around them and could understand their respective diagnoses through the phone.

CONCLUSION

The chain of hospitals was now well-equipped to deal with emergencies.

The staff was now being trained during live sessions and could brainstorm about diagnosis with seniors placed in the hospitals. Tests could now be easily managed and people could simply register with the messaging facility.

The initiative gained popularity with time and started gaining investors’ attention.

The administrators could look at workforce placement and schedule their staff accordingly.

At the same time, they could also look at the experience level of their staff members to manage the placements.

The chain of hospitals is now expanding its clinics across more regions and will soon consider an alliance with experts based out in the nearby regions.

Now since you know how virtual call center software can benefit healthcare provisioning, go and explore the innovations you could ideate using the cloud-based technology. One platform, endless possibilities.

40 Tips To Use Artificial Intelligence For Customer Service

Customer service of the future is powered by Artificial Intelligence.

Gone are the days of manually attending to every query, maintaining databases, keeping records, and following up on alerts, because we have the call center software with us today.

Today’s technology makes it possible for call centers to not only work faster and more efficiently but also identify likely issues before they happen and solve them preemptively.

All of this is possible because of the development of machine learning and deep learning algorithms which scour through the data gathered and find meaningful information to act upon.

As processing power increases and better algorithms keeps getting developed, we are moving towards a future of highly skilled virtual assistants, digital chat-bots that replicate human agent behavior, and intelligent systems that can attend to every need of the essential customer service.

In this article, we will discuss various ways artificial intelligence is being used in customer service and why it has gained so much importance.

1. Increasing volume of customer interaction.

As the number of customers continues to rise, so does the need to attend more calls at peak hours.

It is unreasonable to expect call centers to simply continue hiring more and more agents to deal with increased traffic. This is where AI comes in, taking automated responses and dealing with high traffic.

2. Preemption of issues.

AI can look at the billions of data points gathered and recognize patterns that allow it to detect issues that haven’t cropped up yet, but are likely to come up short.

Companies can then preemptively take care of it before it develops into a problem.

3. Regular monitoring and detection.

AI surpasses human limitations in terms of the volume of data it can analyze in a given time.

Owing to the high processing capacities, it can constantly monitor activities and detect any anomalies immediately; saving the company time and money as well as ensuring systems are up and running always.

4. Messaging applications gaining popularity.

Modern customers are all on messaging apps, so AI becomes useful in integrating chat-bots into those apps, such that you can stay in touch with your customers in the platforms they are most comfortable in.

5. AI requires only one-time training.

Training an intelligent system is a one-time investment, post which it “learns” by itself from the data it collects.

In the long term, the return on this investment is hugely profitable for the company, because the system makes performance levels rise significantly.

6. Shields against employee attrition.

Employees can take the help of AI to churn out better metrics for their individual goals.

This helps to keep them motivated to work on, reduces employee attrition, and fosters better morale in the team, all of which contribute to sustained success.

7. 24×7 support.

AI systems can work round the clock, delivering the same level of performance no matter what time it is or how long it has been running.

This negates the scheduling problem associated with human agents, wherein you have to consider when they are at their most productive level.

8. Consistency and reliability of service.

Artificial intelligence ensures consistent service.

There is no sudden drop in performance because all activities are determined by the same data sets.

Moreover, the performance is reliable because as an administrator, you can check out exactly what its learning algorithm is.

9. New innovative technology is rapidly developing.

Technology is the most dynamic field in the world.

With innovative developments every other day, AI systems are helpful because they can update their modules as and when better modules come along, without affecting the rest of the operations in the call center.

10. Quicker resolution of issues.

Systems depending on human intervention are prone to human negligence.

AI systems resolve issues much faster because their processing takes place immediately and processes are scheduled so that each process gets its due turns.

11. Allows employees to focus on more complex problems.

By taking care of the routine problems that come up repetitively every day, AI systems free up human agents to be able to focus more on the complicated problems that AI cannot resolve.

Thus, better care is provided to all queries.

12. Self-service operations.

According to various independent surveys, millennial customers are 60% more satisfied with a simple self-service option than an agent to resolve their problems.

AI helps build such self-service options, be it in terms of FAQs, tutorials, interactive weblogs, etc.

13. Personalized approach through data interpretation.

By collecting data about each customer, AI can build a more personalized approach for them, instead of a one-size-fits-all solution.

This improves the quality of service being provided and gives the customer a more efficient solution.

14. Highly scalable initiatives.

AI systems by nature are highly scalable since they are arranged in a hierarchical structure.

Adding new nodes does not require modifications to the existing system, so companies can rely on similar levels of service regardless of the number of parallel processors.

15. AI engages customers automatically.

AI can be more engaging than a human agent because it keeps a track of every customer in its database and regularly initiates conversations with them.

Not only does this serve as staying in touch, but it is also an opportunity to let your customers know of new deals, offers, etc which would drive business.

16. Defines customer behavior patterns.

Analysis of data allows AI systems to understand customer behavior patterns which can subsequently be used in the development of better marketing strategies that cater to these behavioral patterns, pushing up conversion rates and boosting sales.

17. AI can offer real-time support.

Day or night, AI systems are always ready to provide real-time support in the form of chatbots or assistants to the customers.

This, in turn, raises customer satisfaction levels and helps to resolve their issues as soon as possible.

18. Minimize customer attrition rates.

As mentioned earlier, features like real-time support and personalized solutions keep customers happy with the service provided.

As a result, customers are far more likely to stay loyal to your brand, thus bringing down your customer attrition rates.

19. Provides multi-channel communication.

Artificial intelligence can take into account multiple streams of communication such as websites, messaging apps, social media, etc., and provide consistent service through all of those channels, which would be virtually impossible for human agents to accomplish.

20. More precise insight.

AI negates the possibility of human error, thus bringing in far more precision and accuracy to the insights being provided, and hence can deliver better results.

21. Uninterrupted service.

An AI system is scattered across various terminals, so technical failures are more or less covered.

Unless there is an exceedingly high volume at that given moment, the system can provide uninterrupted service even if certain terminals report faulty.

22. Eliminates all human bias.

No matter how goal-oriented we try to be, the issue of inherent human bias can creep up on certain occasions and affect performance.

AI systems do away with this possibility and provide better objectivity in results.

23. Immune against negative human emotions.

Agents can get angry, frustrated, or disappointed, and that can affect the next conversation they have.

AI provides a way out of these negative emotions affecting performance, and thus elevates customer service quality levels.

24. Overcome any language or dialect barrier.

For an organization serving international customers, language and dialect can be a barrier to fruitful conversation.

This problem is also taken care of with AI systems that operate according to the behavioral patterns of the customer in question.

25. Better assessment of conversion metrics.

Determination of the correct metrics is as important as fulfilling them, to find success.

With AI-powered customer service, you can determine metrics by gauging every indicator and checking what works for you.

26. Continuous learning from gathered information.

AI systems are dynamic and continuously improving as more and more data is collected, because it fine-tunes its preconceived results as and when new data flows in.

27. Provide proactive alerts.

Sometimes the purpose of automation is to remind an agent to provide human intervention. In such cases, proactive alert systems are important to act as reminders so that work is done according to the time set.

28. Easily integrates with other existing software.

Artificial intelligence is built to seamlessly accommodate other telemarketing software to ensure a comprehensive approach.

Other telecommunications software can easily be integrated without needing modifications.

This is helpful because companies do not want to overhaul their entire systems and disrupt their work.

29. Cuts down on costs for hiring and training.

Training employees can be a cost-heavy endeavor, especially given the high attrition rates in the industry.

AI systems require one-time training, so it makes them far more cost-effective in this scenario.

30. AI makes big data far more accessible.

Human agents cannot deal with the sheer volume and variety of big data, and thus miss out on a host of opportunities.

With AI, you can successfully handle this data and open up further possibilities to grow your business and provide better service.

31. Provides real-time analytics.

Managers and administrators can see real-time analysis of conversations, pitches, and actions, and then decide accordingly whether to persist with the same strategies or modify them to suit the results in a better way.

This helps to minimize damages in case wrong strategies are implemented.

32. Keeps all operations strictly customer-centric.

AI systems are trained to look at problems from the point of view of the customer.

Therefore, their operations are more customer-centric than actual agents who may or may not be as relatable to the customer, or produce results well enough.

33. Identifies business context and works to fit it best.

AI without a context is just artificial, not intelligent.

In Incall centers, AI-first identifies the identity and goals of the organization, the strategies previously adopted, and their results, and then work to fit similar strategies and draw out even better results.

34. Predictive personalization.

In the case of new customers, there is no way for human agents to know their preferences and provide any personalization, but AI systems can draw information about them from any available public database, and then style the conversation to suit their needs.

35. Makes optimal use of available technology.

AI works with the tech it has to produce the best possible results.

In the process, the utilization of available tech is optimal, and this brings out the best possible outcomes.

36. Internally updates knowledge base.

Call centers work on a collaborative knowledge base that everyone has access to.

AI systems continuously update and enhance this knowledge base, thus proving useful for other employees who reference it as well.

37. Quantifiable results from AI implementation.

It is easy to produce quantifiable results in terms of specific actions yielding specific results, which is not the case with human interactions. Because of this, AI systems can be edited to suit needs better and more promptly.

38. Improves agent job satisfaction.

Agents love working with the right tools in their hands.

In the case of AI, they have the power to distinguish between characteristics of different customers and come up with ideas accordingly. This massively boosts morale and increases job satisfaction.

39. Builds brand loyalty and trust.

Customers are more likely to remain loyal to a brand that provides good quality of service and takes the initiative to stay in touch even after a sale has been completed.

AI does just that, hence ensuring that more and more customers stay loyal.

40. Increases the first call resolution rates.

First-call resolution is a metric that companies strive to do better.

Using updated knowledge directories and deep learning methods, AI systems can bring up first call resolution rates by up to 50%, proving to be the most useful resource in call center technology.

Thus, we can see how big an impact AI can bring into the customer service arena, this AI has an important place among call center solutions.

Although artificial intelligence is already being used in some capacity to run operations around the world, in the future we can expect it to take up much greater roles, especially in call centers and in call center software solutions, to deliver more personalized precise, and relevant service.

So, if you wish to avail the benefits of AI, make sure you use the best call center software.

The tips provided in this article will surely help your company implement AI right, and cause it to scale up and grow into an even bigger organization.

What Is A Call Center Management System

Every company dreams of creating an amazing customer service experience for its customers using the best call center software available in the market.

Immediately, you’ll be plagued with several questions, such as: how to make that happen with the call center management system?

Or, how to choose the correct system that will provide the optimum results?

Spending a lot of revenue on advertisements, and intense marketing planning will not be worth much if there is no one to attend and cater to the customers when they are calling the company.

Studies have shown that a lack of call center provisions can end up resulting in a massive loss of revenue, often amounting to around 2.3 billion dollars!

Most of this is due to the inability of handling incoming calls, while the rest can be attributed to having outdated call management systems.

As technology improves day by day, businesses need to invest in a proper call center with proper management systems.

This is because a call center can often become the actual face of the company, and having really good customer service will make the customers come back for more business with the company in the future.

Managers need to be superbly aware of what exactly is going on in their call centers. They must be up to date with the software of the call center and take note of the service that is being provided to the customers of the company.

Managers of the call centers, who seek to be the best of the best and gain substantial leverage over their competitors, must employ progressive, high-value call center management tools that are available in the market.

So, what exactly is a call management system?

What are its benefits, and how does it help in the long run?

This article will provide a list of things that must be kept in mind when selecting a call center management software.

1. The number one thing that the management software must have is a proper call monitoring feature.

Call monitoring is simply opening the door to valuable features that grant access to the managers in various useful ways.

2. Using this feature the manager can listen in on live calls that the agents are attending to.

They can do this without the knowledge of the agent or the caller.

3. Call monitoring feature is really great for quality assurance practices.

It can also be used for training new agents and coaching the existing ones for better responses.

4. Because the call center serves as the face of the company, it is important to have training tools that can guide agents as they solve the queries.

Such tools are becoming increasingly commonplace.

5. A proper call center management system will have the option for whisper coaching.

If the call center manager, while managing the calls especially that of a newer and inexperienced agent, notices that the agent is struggling they have the ability to drop in and speak to the agent directly without the caller being aware of it even remotely.

6. Whisper coaching can also be useful when teaching the agents better and newer ways of responding to customer queries.

7. The managers can also guide an agent so that the interaction between the agent and the caller is smoother!

8. Callers, when talking to the call center agent may often ask to speak to the manager.

In such cases, the manager can jump in directly and establish a connection between the caller, the agent, and the manager. This feature is called call barging and is very time-saving when used correctly.

9. Call barging is also a great feature when the company needs help in residing the calling transfers or increasing the first call resolution.

10. Call barging can help immensely in maintaining the quality assurance and desired leverage in the training.

11. Overall, call barging provides for increased customer satisfaction, so implementing this is an overall win-win situation.

12. To appear more professional, it is important to have a good and efficient calling system.

Instead of transferring the call to the manager when the customer demands it, the manager should be able to come to the caller himself, without hesitation and without a time-lapse.

13. Conference calling is very effective when two or more calls need to be addressed at the same time.

With this feature, the managers can be connected to several people at the same time, so that the calls appear seamless between the agents and the customers and so that the issues can be solved quickly and proactively.

14. Conference calling is also effective for agents as it also provides the opportunity for coaching the agents.

15. A good call recording feature is a must-have in today’s data-loaded world.

Not everything can rely on human memories and techniques and this feature can truly be a lifesaver.

16. Call recording software, if used correctly, of course, is proven to provide an invaluable source of information to the managers for review.

17. Call recording can also help in the monitoring of the performance of the agent team at any given time.

Not only can it be useful in reviewing agents, but it can also be used in training and coaching agents, and come up with better, inclusive responses.

18. Call recording can also be helpful in the process of streamlining the customer experience and understand the correct needs of the caller.

19. For a call center based on multiple companies, or just one big company with a lot of callers, it is tedious for managers to receive calls constantly and round the clock, without enough time to respond to them individually.

As such, managers can employ the use of a nifty little thing called voicemail.

20. Voicemails are not alien software.

In fact, they are commonplace nowadays, and often it’s a must-have feature!

Call centers often have agents, teams, and even departmental voicemails facilities that help store the voicemails in the caller activity.

21. Using this handy voicemail feature the managers can always stay on top of things with considerable ease, without worrying about missed calls or messages.

22. Another feature that often comes in wrapped with the voicemail feature is the voicemail transcription feature.

This stores up the voicemail and transcripts it so that the manager is notified immediately when the voicemail arrived.

23. Along with transcriptions, notification features are also in high demand. Notification features actually help the managers prioritize and plan what calls to answer first, what to avoid, and so on.

24. Missed voicemail notifications and messages may also be important, so it is necessary to have software systems to detect them properly when appropriate.

25. Call disposition codes are great when managers want to keep tabs on specific outcomes of calls, or even decide on the outcome of all the calls.

26. Call disposition to strive to provide the outcome of the call that can be used by agents later.

27. Call center managers can view the call disposition codes in the feed of the caller’s activity, thereby enabling them to run disposition codes and analyze their team.

28. Real-time call center metrics can be understood with a tool that most managers in today’s world swear by.

They have the access to the call center metrics in real-time using this.

29. They can make data-driven decisions, such as service level, number of calls, and so on using the real-time call metrics reporting tool.

30. Real-time metrics can also help in determining abandonment time and wait time and allows managers to change their schedules accordingly to reduce these undesirable effects.

31. However, some call centers prefer to understand their teams comprehensively.

They want to have an accurate forecast on several things such as call volume and decisions.

For them, historical reporting dashboards are great.

32. Historical reporting dashboards provide managers with the data they need in a bulk and sort out the most important time frame for the managers.

33. Workforce management software is very important when it comes to calling center management. This allows the managers to do several things.

34. For starters, this can help call center managers in forecasting the call volume to a decimal accuracy, which is really helpful especially if the company is a big one handling a lot of calls.

35. Workforce management software can help managers schedule agents and adjustments in real-time. This means even distribution of agents as and when needed by the managers.

36. Workforce management software is good for the companies that have larger teams that need larger staff, thereby needing more and better scheduling.

37. In short, the workforce management software is important to maintain the well-being of your agents and not let them get burned out doing the same tasks over and over again.

38. If the company is large, it will be a good idea to invest in a cloud-based solution to manage the data.

39. Cloud-based solutions help immensely in connecting the agents that work locally.

40. Another thing that managers often look for in their call management system is automatic call distribution. It helps in not letting a particular agent get overworked while others are left underworked.

41. This call distribution software can perform even better when they come up with customizations that enhance the experience of both the agent and the callers.

42. Because most or all of the software require the internet and not the old PBX structure, most of the programs should be hosted by third parties, thereby clearing up space and organizing everything properly for the manager.

43. Call management system, contrary to popular beliefs, is not at all costly!

Because most of the work is over the cloud and internet, barring the installation and updating costs, they can be really cost-effective.

44. Using a call management system can help in starting up a global presence, spreading your business to cities and even countries eventually, thereby drawing in more profit in the longer run.

45. These systems obviously cannot run on multiple numbers. Instead of opting for software that provides a virtual number for contacting agents, it provides a good, professional image.

46. A call management system can help in polishing up your company name and look since the company ‘tone’ can help in reassuring the customers that their choice of business is trustworthy.

47. One of the many tools that the managers of call centers find useful is the software that will provide the cost and predict installation charges, training charges, and so on automatically.

48. Such a system makes sure that the manual labor required by the manager is lessened and that he can focus on things that need his additional attention.

49. Call tags are rather important and good call center software will have them already as a part of the package. These are one of those essentials that you cannot live without.

50. Certain managers might find it useful to have updated KPIs whenever they so require, all in real-time. It is therefore wise to be on the lookout for such software.

Call center solutions can be very useful for managers as well as the company alike because they can run smoothly with the help of these tools.

This telemarketing software can be instrumental in determining the success rate of the call center and hence it is necessary for the company.

To save precious time and resources as well as to make sure that the company is not under recruiting or over recruiting employees, only the online call center software should be utilized.

On top of it, it is important to realize that not all sorts of call center software solutions are ideal for your company.

Selecting and picking only what you need and not what merely seems nice is the key to finding the right balance between revenue, upkeep, and profit.

 

What Is The Best Selling Strategy For Call Center Agents

Call center agents today cater to more informed, demanding, and aware customers than they ever have before.

As a result, call center solutions need to evolve to sufficiently provide good quality of customer service.

More and more companies are growing increasingly dependent on call center agents to drive sales through their interactions.

They are investing in new and innovative call center software, digging into data and training agents to market their products and convert leads to sales.

To aid the process of increasing sales through your call center, here are a few tips on the best-selling strategies that can be adapted by the call center employees.

1. Gain domain knowledge.

 Employees should know everything about the product they are selling.

It creates a high negative impression if an agent is unable to answer a query on the specifications of the very product they want to sell.

Ensure your employees know the business, the market, the product, and its functions as well as the benefits it provides.

2. Understand the customer.

Every customer comes with a unique set of features.

As an agent, you must give yourself some time to understand the customer you are dealing with, in case this is your first interaction with that individual.

Only then can you model your approach to best fit their personality.

3. Personalize your interactions.

 No customer wants to hear a generic pitch.

Nobody will be convinced to invest in your product if you cannot take the time out to cater to their individual, specific needs.

Therefore, agents need to treat each separate client as a different entity, study it, learn from it and understand it, and then put up a personalized conversation.

4. Study data of your customer.

A call center invariably has a wealth of data on anybody who has dialed in before.

Agents should be asked to study the data about a customer, to know their personality, their behavior patterns, their likes, and dislike, etc. which would subsequently point to how they are likely to interact.

5. Categorize customer traits.

Customers can be analytical, driven, skeptical, expressive, or reserved.

Employees who can quickly identify what trait a customer has, are more likely to be able to come up with the goods in terms of what approach fits them better, and how they can be convinced.

6. Adapt communication styles.

As mentioned before, customers want a personalized touch to their interactions with the call center.

Agents need to be able to adapt their communication styles to satisfy the customers and ensure they provide consistently good service. Moreover, agents need to be flexible in their approach when dealing with multiple clients.

7. Ask questions to convey interest.

 In the conversation, you must let the customer do most of the talking, but you should also interject from time to time with logical questions.

This will not only help you understand the customer better but will also convey that you are genuinely interested and that you value your customers.

8. Communicate a mutual value proposition.

In business, everyone wants to see their benefits.

Unless you can convince your customer that there is a tangible benefit to them investing in your product or service, you will not be able to make the sale.

Communicate your value proposition in such a way that it clearly outlines what they stand to gain.

9. Listen to what your customer has to say.

 Attentive listening is a big part of quality customer service.

Listen to your customers, not only because it helps you identify their problems more accurately, but also for building a personal relationship and possibly gaining a long-term client, which would prove beneficial in the future.

10. Build rapport with the individual.

 Successful sales conversions happen when customers trust not just the product, but also the brand and the people behind it.

For this, agents need to strike the right chord with customers during the conversation and build rapport with them to foster a relationship of trust.

11. Look at a problem from the customer’s point of view.

 The best agents can identify problems better because they see the situation from the customer’s point of view, taking into account the various factors that influence their decision-making.

Doing so will help you prepare your conversation more effectively, and ultimately push sales more beneficially.

12. Take control of the sales process

 While it is important to let your customer do most of the talking, agents also need to steer the conversation along the lines they want, for it to be effective.

Taking control of the conversation’s direction is important to direct the flow of the sales process.

13. Adapt your own behavior to match your customer.

Your customers may be in a variety of moods, they may have 2 minutes to spare or an entire day, they may be at their offices or outside, etc. all of which contribute to changing their behavior.

As an agent, you need to reflect on their behavior to connect with them and communicate effectively.

14. Take some time to identify the root needs.

 Customers often do not know their root problems themselves.

A trained agent will be more likely to find that out after a while of listening to them describing their concerns. Identifying the basic needs accelerates the sales cycle because agents can then formulate strategies accordingly.

15. Use technology to anticipate customer requirements.

Predictive modeling is being extensively used in modern call centers, using millions and millions of data points to construct probabilistic models to predict future outcomes, such as anticipating a customer’s requirements before they state them.

This helps the call center prepare preemptively for such situations.

16. Train agents to recognize sales situations.

 Tone, volume, speed, and pitch of voice are audio indicators of a person’s outlook, mindset, and intentions.

Agents should be adept at picking up on these signals and understanding the mindset of the customer easily.

Different approaches work best in different scenarios, and identifying the situation is a crucial first step towards making a sale.

17. Have an action plan charted to follow up

 You cannot afford to be finding your feet as the conversation going on. Agents need to have a proper plan of action charted and ready so that they can make good on their promises of efficacy if the conversation leads to something fruitful.

18. Engage customers by stating the USP of your product.

Agents only have a limited time period to grab the customer’s attention.

They need to utilize this time to describe the most unique and helpful features in their product, so that customers are interested to remain attentive for the rest of the conversation, and know more about the product in question.

19. Research your competitors and define your specialties.

In the modern market, you are bound to have competitors in your field.

It is important to find out how your product differs from theirs, and then stress on that uniqueness as a selling point to connect better with the customers.

Branding yourself as a specialist in a field often helps capture market share from your competitors as well.

20. Use referrals and testimonials to build up trust.

People tend to believe the words of other customers who have been in the same shoes.

That is why testimonials and referrals work like magic in establishing a positive connection between the customer and the brand, as well as creating a relationship of mutual trust.

21. Stay in touch with leads that show interest.

Most of the time, the first call will only be introductory and will lay the foundation for further conversations.

In this regard, agents need to bear in mind the leads that expressed interest on the first call and prioritize conversations with them to draw out the best possible results.

22. Present new and innovative ways of pitching for sales.

 Sales strategies today are far more dynamic than they ever have been – what is cutting edge today may be obsolete tomorrow.

Agents should be ready to evolve as quickly as the changing times to remain one step ahead of their competition and deliver the best results.

23. Learn to handle emotions while on a call.

The person on the other end of the line may be very friendly and accommodating, but he may also be frustrated, angry, disappointed, or rude.

Regardless, agents need to keep their own emotions in check while on a call and answer professionally to every query being sent in.

24. Have relevant customer information at your fingertips in case a reference is needed.

 Today’s technology makes it possible for agents to get all the information they need at the click of a button, right on their screens.

During a call, they should refer to the data being analyzed and the trends being projected to gauge how the call is going and then proceed or change their tactics accordingly.

25. Always remain positive during a conversation.

The agent has the onus to maintain positivity in the conversation, so that the customer eventually sees the positive side of the product concerned, even if he starts skeptical about it.

Dwelling on the benefits of the product and how it would help the customers are the important pointers to maintain.

26. Ensure that you remain respectful towards the customer.

An agent in conversation with a customer is a representative of the brand.

As such, he or she must remain respectful towards the client, for the sake of preserving the brand’s image, if not for common decency.

No matter how uncomfortable the conversation gets, agents cannot lose their temper or be drawn into something unpleasant.

27. Include expert opinions for problem-solving.

 Agents should not hesitate to bring in experts to solve a query if it is out of their depth.

This serves two purposes – the customer is satisfied because they get the solution they want, and the entire process moves along quicker because the issues get resolved faster.

28. Reconsider the decisions made and results accrued regularly.

 The call center needs to seek to improve and learn from its previous actions at every step so that it can fine-tune its operations.

They need to record and retrieve the decisions they took, study their effects, rate their effectiveness and then decide the next course of action.

29. Encourage customers to give feedback on your service.

 Feedback from customers is a great indicator of how good your service has been, and it also serves as documentation that can be reviewed and improved upon in further scenarios.

Therefore, feedback is essential to the process of continuous improvement embraced by the call center.

30. Pick the right metrics and monitor performance.

 The call center needs to determine the metrics it will consider for success, and then keep a close eye on the performance of every agent based on these metrics.

Continuous monitoring, evaluation, and feedback will help agents serve their customers better and ultimately increase sales.

As we can see, sales is the cumulative effort of a lot of different factors coming together, such as agent skill, training, call center software solutions, demographics of the customers, etc.

Maintaining positivity, understanding the customer’s point of view, communicating the value proposition properly, and having a thorough knowledge of the product and the market itself, are essential skills to have for call center agents looking to push sales through.

Aided by the best call center software, agents should also look to preempt the issues that customers are likely to face, solve these issues to guarantee a more smooth customer service experience, and stay in constant touch with their clients, so much so that they can build a personal relationship and a good rapport with them.

Providing telemarketing software solutions in the modern scenario encompasses a whole lot of activities beyond just talking on the phone.

It involves understanding sales strategies, categorizing the customer, managing multiple channels of communication, and dynamically improving from the feedback received.

The tips mentioned in this article will definitely help your company develop better sales strategies and increase revenue generation through the sale of goods.

What Problems Customer Service Agents Face On A Day To Day Basis

Customer service today is an essential part of any company.

Quality of service provided is a direct factor contributing to sales and the overall profitability of the organization.

Therefore, companies are investing more and more to better their customer service, be it in terms of bringing in the right call center software, hiring the best agents for the job, creating compartmentalized departments to deal with specifics, charting innovative marketing strategies, etc.

Call center solutions have evolved from answering the phone to comprehensively managing every aspect of operations, from product scenarios to market research, customer relationship management, and data analysis.

With this transformation, the role of the modern call center agent has evolved as well.

In this article, we bring you some of the most common problems that modern call center agents face on a day-to-day basis and discuss the most effective solutions they can apply to increase their productivity, make the best use of resources and provide a better quality of service.

The Problems

Some of the most common operational problems that agents face are discussed below.

1. Customers sometimes express interest in a product or service, only to later opt-out of buying it.

Agents spend their time and resources in conversation with those who show interest, hoping to convert the lead to a sale. When the sale falls through, it not only reflects on the agent’s KPIs but also represents a waste of resources for the company.

2. There are times when customers catch agents off guard and ask them questions that they do not know the answers to. Although agents must study the product extensively, there is the possibility of buyers asking them something out of their depth, or something they cannot recall at the given moment.

3. Agents are often buried in a queue of waiting calls, especially during peak business hours.

This means that an individual customer has stayed on the line for an inordinate amount of time before he could even get through to a customer service executive.

Very often, clients become frustrated when they are kept waiting. However, the agents are only human and it becomes impossible for them to go through calls at the same rate as they keep coming in.

4. Sometimes, agents need to transfer calls to a different department to provide the information that customers want. However, there is nothing a customer seems to hate more than hearing the automated voice asking them to hold the line while they are transferred.

This conundrum means the agent that now picks up the call has to deal with a less than an amiable customer on the other end of the line.

5. Agents take a while to get used to new technology.

But with the environment as dynamic as it is, there is a new piece of tech rolling in every other week.

Adapting to the latest technology is always a challenge, and agents have to figure out not just how it works, but how it works best so that they can increase their productivity.

6. Acting as a representative of the brand necessitates that agents operate within certain constraints.

This means that even if an agent has had a very long day, dealt with unfriendly customers, and is five minutes away from clocking out, he has to deal with the last call of the day with just as much positivity as he did on his first.

This is challenging on both personal and professional fronts for the agent.

7. Understanding customers can be a problem in and of itself.

While some customers are expressive and easy to read, some others are reserved, making it difficult to gauge what their viewpoint is. Moreover, customers could be skeptical about the product you are trying to sell, making your job of convincing them that much more difficult.

8. In dealing with a crisis, agents are often left to make decisions on their own.

This could be regarding a shipment not being traced, quality issues being reported by a customer, technicalities that were not sufficiently explained, etc.

In these situations, the agent is expected to pacify the customer, but no clear guidance is given on how to go about it.

9. Meeting, and then subsequently exceeding, customer expectations is the goal of every organization.

Companies ask agents to set realistic targets for their customers.

Now, the agents then have to take on the challenge of not just convincing the customer that the target is beneficial, but also of exceeding it to provide valuable service, hoping that the customer remains loyal because you exceeded expectations in your previous interactions.

10. Talking to angry customers is a problem every agent faces, almost every day of their working lives.

Angry customers are often unwilling to see rationality, listen to the agents, or have their viewpoints questioned. Tackling them requires skill and patience, and can take a toll on the agent’s job satisfaction.

The Solutions

Some of the solutions that can be implemented at the workplace to help agents perform better and raise the level of customer service are as follows.

1. The best way to ensure more and more leads to convert to actual sales is by following up regularly.

Stay in touch with everyone who shows interest, communicate your value proposition and convince them to buy.

Constant communication also helps build a rapport with the client, which contributes to better sales.

2. If an agent does not know the answer to a query, he should either bring an expert on to the conversation or ensure that he calls back at the earliest with the relevant information.

Simply saying “I don’t know” creates a very negative impression and hurts the image of the brand.

3. To avoid getting buried in peak traffic, agents should use callbacks and self-service options effectively.

Having simple FAQ pages, tutorials, and DIY instructions helps reduce the volume to a great extent. This allows agents to focus on the genuine queries better and come back to the ones which would require significant time after the peak hours are done and dusted.

4. Be personalized and specific when you transfer a customer’s call.

Make sure they understand it is only being done because you want to serve them better, and that it is in their best interests to wait a short while to get the best answer.

Using positive phrases and words has a distinct effect on how the customer perceives you and your brand.

5. Managers should introduce training courses that help to familiarize agents with new technology so that they can harness its full potential quickly and efficiently, and use it to raise the levels of productivity in the workplace, and stay ahead of their competitors in the modern market.

6. Agents should be given a certain amount of autonomy to make decisions on their own, but also be told about the responsibility that comes with it.

In this way, they will embrace the position they hold as a spokesman of the brand, and ensure their actions do not hurt its image.

7. Agents should give themselves some time at the beginning of the conversation to gauge what the customer is thinking. Attentive listening is a skill that not only helps you understand the customer but subsequently allows you to connect with him better.

8. There should be a clear plan of action in place to deal with any crisis, so that agents may refer to it when they have a guide, a customer through a difficult situation.

This also ensures uniformity in dealing with such a scenario, which is important because you want to treat all customers equally and give them all your best solutions.

9. Doing extensive research and analyzing data will help agents guide customers more effectively regarding the targets that should be set.

Once that is done, agents can put their best foot forward in trying to provide service that exceeds their expectations, earning themselves trust and loyalty in the process.

10. While dealing with angry customers, agents have to ensure that they do not insinuate blame when defending their own actions.

They need to remain polite and respectful and ensure better service in the future.

Customers generally calm down after an initial flash of anger, so patiently dealing with them is the key.

11. Collecting customer feedback is a great way to know what you are doing wrong, and how you can improve on it in the future.

This could reduce most of the customer-related problems that agents face in the long run by tuning services to reflect the wishes of the majority of previous customers.

12. Agents require training in areas such as impactful communication, phone etiquette, and marketing strategies.

Without the proper knowledge and resources, they tend to face roadblocks they cannot recover from – harming the company’s prospects in the process.

13. Personalization of information is a very powerful tool in modern-day customer service.

Agents should be encouraged to study the customer and design the conversation in a manner that suits them best, to make maximum impact and reduce the chances of any antagonistic approach, frustration, or complaint.

14. Clarity of communication is the one and the only solution to problems such as misunderstanding between the agent and the customer, vagueness of instructions, and incomprehensible jargon.

Being able to communicate fluently and effectively is an essential prerequisite for an agent.

15. The ability to manage time properly, while still ensuring the quality of interactions does not drop, is a great skill to have for a call center agent.

Unsatisfied customers are a company’s biggest problem, so serving more and serving better is the goal of the organization and the agents.

16. Staying cool under pressure can solve a lot of problems for agents.

Often, the job gets stressful and most people crack under the pressure.

The ones who can keep their head in trying situations turn out to be assets for their companies and find success in their job.

17. Team players are necessary for the organization to move forward.

Agents need to prioritize the goals of the team over their own personal goals.

Agents who are willing to play along with the group are the ones who make a difference in the market.

18. No matter how much you study about it, as an agent, you are bound to have some surprises coming your way.

these unexpected situations require you to think on your feet and present a logical decision. Dealing with the unexpected goes a long way in shaping you as a leader.

19. Almost every problem in the world can be overcome if you are willing to learn.

For an agent, this is a key trait as he has to deal with something new every other day, so his willingness to learn from a particular situation determines how effective he is likely to be in a forthcoming situation.

20. Disgruntled customers, wayward supply chains, sketchy marketing, and even derelict bosses can be overcome by improving on your empathy.

Understanding situations from others’ points of view allows you to navigate solutions you did not even know were there. This is a very powerful tool that steers any situation towards a better outcome.

Thus, we have an overview of some of the challenges customer service executives find themselves in while trying to provide telemarketing software solutions and some of the strategies that should be implemented to deal with those challenges and foster a culture of shared goals and heightened productivity.

A call center is a very dynamic atmosphere, so bringing in solutions requires active communication, sufficient use of call center software solutions, positive plans of action, group brainstorming, and monitoring performance indicators to make data-driven decisions.

With the right personnel in place, a smart investment in the best call center software to aid their work, a clear plan of action, and managers who are involved in monitoring the work of their employees and providing constructive feedback, your company can soar head and shoulders ahead of your competition.

The tips mentioned here will surely help you integrate that winning culture into your teams and give you a jump-start towards success.

What Are The Responsibilities of a Quality Analyst In The BPO sector

A typical call center attends thousands of calls every single day.

From the company’s perspective, each of these calls represents a business opportunity – either to bring in new business, keep existing accounts, expand domains or introduce something new in their customer base.

The cornerstone of success with regards to attending these calls is maintaining a high level of quality in customer service.

Offering quality service is paramount to customer satisfaction.

To ensure consistency in quality, companies set up quality assurance analysis teams to monitor, regulate and suggest a strategic change in the operations of the call center to harness better productivity and provide better service.

In this article, we will talk about the roles and responsibilities of a quality assurance analyst, how it pertains to the working of agents and benefits the call center, what factors it encompasses and how best to carry out the job.

We will also look at an example which demonstrates the impact of quality assurance analyst having in the BPO setup.

1. Developing evaluation programs.

A majority of quality assurance analysts have worked as call center agents themselves in the past.

Therefore, they have firsthand knowledge of the situation and know what it takes to provide the best performance.

With this knowledge, they design evaluation programs that analyze the critical performance behaviors of employees and monitor the metrics defined for success.

Such evaluation programs measure the impact on the company and serve the excellent output of each call center agent.

It investigates the root cause of problems that have occurred and provides actionable insights that can be implemented as viable solutions in a bid for continuous improvement.

2. Monitoring changing trends.

A quality assurance team not only focuses on the working of the company internally, but also has to keep an eye out to see what its competitors are up to, and what is the market.

It is their responsibility to keep a track of industry trends that can impact their products and services.

Given that the world today is changing so fast, industry trends keep changing as well, and prompt response from the companies is necessary to stay relevant in this fast-paced, dynamic market.

Quality assurance analysts track their internal progress concerning industry standards to gauge where they fall in terms of productivity and customer satisfaction.

3. Call quality monitoring

This is the primary job of a quality assurance analyst in a BPO.

Through call monitoring, the analyst can discern the tactics employed by an agent, the response of the customer to those tactics, the flow of conversation, the mindset of the customer and the approaches taken to fit that mindset, the effectiveness of solutions presented, agent performance in terms of convincing the customer to buy or providing answers to their queries, the perception of a product or service by each customer, etc.

All of this is valuable data in enhancing the strategies adopted by the company to market its products and provide better support.

Possible improvements are identified, loopholes are fixed and the entire operation tends towards a more effective goal.

4. Optimal use of technology.

Accurate data reports are essential to gauge true performance and subsequently improve functions for the company.

However, the emergence of such data reports requires innovative technology that can analyze data effectively and project meaningful information from it.

Quality assurance also involves directing the software backing that the company requires since it is critical for a call center to use the right technology to maximize its performance.

The quality assurance team needs to survey exact requirements, find the best-fit solutions and implement that technology to ensure smooth functioning.

5. Introducing training programs.

QA analysts, through call monitoring and metric evaluation, can identify the areas where agents require strengthening.

They then recommend training modules that should be introduced for the agents to familiarize themselves with these concepts.

Moreover, the quality assurance team also schedules training on emerging technology to ensure that your agents can stay one step ahead of their competitors.

There are also decisions regarding training as a group and as an individual, which are taken by QA analysts with the development of the agents in mind.

Thus, QA analysts have a role to play in the future of the organization as well by coaching and training the agents to attend subsequent calls in a superior way.

6. Business risk assessment.

Modern businesses have to go through the process of identifying possible risks, ensuring they have defenses to mitigate damage in case those risks occur and formulate action plans to negate the possibility of such risks as far as possible.

Quality assurance analysts study the likelihood of risks both internally and externally.

External risks include changes in economic trends, governmental regulations, changes in customer demands, competitor success, etc, while internal risks include lack of infrastructure, outdated technology, low employee performance, etc.

It is the responsibility of QA analysts to identify standby solutions in case unforeseen events occur and build modules that strengthen the defense of the company against such risks.

7. Reduction of employee attrition.

Quality assurance analysts also deal with the metrics of employee satisfaction.

They have to ensure that employees are happy with their job processes, not only because they are less productive when they are not happy with their job, but also because employee attrition is a huge cost to bear for the company in terms of both time and money.

The reduction of employee attrition is a goal for every organization because a lot of resources go into training and preparing an agent to perform to their full potential, and constantly having to replace agents takes a toll on the productivity of the company.

8. Up-gradations of business processes.

In modern markets, business processes are being revamped very quickly.

With such rapid change coming in from all the quarters, businesses need a dedicated team of professionals to anticipate requirements and suggest relevant up-gradations.

This is where the quality assurance team comes in.

Armed with the right software, quality assurance analysts study the business processes that are currently going on; to understand what is the likely required change shortly.

This keeps the company moving forward, pushes innovation, and ensures that companies can serve their customers even better with each passing upgrade.

9. Expectation management.

Quality assurance analysts act as an interface between the management and the call center employees.

Expectation management is a proactive step to ensure that managers, employees, and customers are all on the same page concerning any given situation so that there is far less chance of anyone party being antagonized by the outcome if things go according to plan.

The QA analysts ensure transparency between the rounds, facilitate communication, and ensure all parties are aware of the risks involved and the possibility of outcomes, etc so that expectations are set more effectively and more realistically.

10. Drawing feedback and checking the quality of maintenance.

The quality assurance team needs feedback from clients to understand their perspectives.

As such, it can formulate reports about employee performance only after taking into account how customers felt about the service they were provided.

Therefore, drawing feedback is a part of the responsibilities of the QA analysts. In addition, they monitor the quality of maintenance provided after a sale has been completed.

This effectively raises the bar for continued support and helps the company keep its customers loyal to the brand.

Analysts determine how agents should stay in touch with repeat customers and deliver the benefits.

The Case Study

Quality control and quality assessment are vital to the sustained success of a company.

This is even more important in the context of providing call center solutions because human interactions stand at the forefront of such operations and their impact can only be measured through extensive analysis.

In addition, quality assessment analysts determine the best plan of action that a company should take by combining the factors of call center software and using their experience of the market to preempt risks that might occur and the most effective solutions to them.

To understand the impact that quality assessment analysts can have in the call center’s operations, let us take an example of Bizrec Solutions, a call center providing telemarketing software solutions for an established organization.

In this case study, we will take a look at the situation that the company was in, what its main challenges were and how the company worked out solutions to overcome those challenges.

We will also take a look at the results of such solutions, and determine whether they were able to implement strategies that benefited their cause.

The Problem Scenario

Bizarre Solutions had been in business for a long time and had always seen steady growth in user base and sales as well as revenue generation.

Over the last two years, however, customer demands were rapidly changing; employees were unable to cope up with a high volume of queries and were thus failing to meet targets, making them unhappy at their job.

The quality of service provided was declining, and the company was looking to bring in reinforcements to help stabilize their sales and revamp their operations to provide better service.

The Challenges

The problems that the company faced are listed below.

1. A lot of the strategies being developed for plans were off the cuff, and hence did not always take into account the real market scenario. This caused a lot of results to be sub-par and the company took a hit.

2. The technology being used was not able to analyze performance and suggest reinforcements. Agents did not have the technical feedback they needed to better their own performance.

3. Agents were largely untrained in innovative and new technology, which left the door open for competitors to take center stage. The most effective solutions could not be provided to clients, causing further damage to their abilities.

4. Owing to the lack of the right tools to work with and the inability to meet unrealistic targets, a lot of employees were looking to leave. Employee attrition rates were very high, causing huge drainage to the resources of the company.

The Solutions

The managers at the company identified that they needed to address these issues immediately to continue prospering. They came up with the following solutions to deal with the problems they were facing.

1. A dedicated team of quality assurance analysts was brought on board to assist with the decision-making, expectation management, employee satisfaction, and risk assessment, among other things.

2. The company decided to invest in the best call center software available so that employees could make data-driven decisions during the conversations, and also take the help of technology in devising their strategies to push sales through.

3. Training modules were introduced to familiarize agents with the latest developments in technology and get them used to the new solutions so that they could serve customers even more effectively.

4. Calls were monitored by the quality assessment analysts, and changes were suggested taking into account the impact they had on the customers’ mindset. This helped agents deliver more value in conversations and generate better connections with the clients.

The Result

The results of this move were overwhelmingly positive.

As soon as QA analysts were included in the decision-making process, the changes began to show.

Customer attrition rates were the lowest over the next year, with sales increasing at the highest rate in a decade.

On top of that, employee attrition was down significantly as well, since the agents had a proper tech to work with and had a clear plan of action laid out for them.

Thus, we see how the introduction of quality assessment analysts can change the face of a business for the better.

In today’s digital world, the correct call center software solutions coupled with experts in implementing them is the formula for success.

Having dedicated personnel to carry out the roles and responsibilities outlined in this article will definitely help your business grow and keep you moving forward ahead of your competitors.