How do Call Center Tools Enhance Employee Engagement for Superb Customer Experiences?



Merely letting your contact center executive manage each call without using the necessary systems such as a call center software is certainly not a good idea. 

The latest data from Accenture in 2015 has indicated that around 80% of the customers switch to the competitor’s brand due to poor customer support services. 

A company must use all the necessary resources in his calling process to meet the demand of the customers. 

No doubt, staff attrition at the contact centers is also a disturbing trend. It is not possible to get a good telecalling agent immediately. 

So, a contact center should use the appropriate call center software solutions to make their working at call centers a pleasurable experience. 

Customers want their queries to be heard instantly without any delay. A call center should train their call center staff to resolve customers’ query at the earliest. 

According to a survey by NICE, around 45% of the contact center supervisors do not have enough time to coach their staff – it is not right. A perfect combination of telecalling staff and tools makes for a great customer support experience.

Bob Simpson, 26, a telecalling agent of New Jersey, recently said, “working at a call center is not as simple as people consider it to be.” Working over telephone round the clock and managing umpteen calls in a day is an onerous task.

Handling infuriated customers on and off is a difficult task and requires relevant call center solutions at workplace to live up to their expectations. Such calling tools enhance the productivity of the employees and let them do their work more efficiently. 

What Do Telecalling Executives Feel About It?


James, 25, Nevada, has a couple of years of experience of working at the call centers. He opined that working at customer support services is not same as working at 9 to 5 inside an office cubicle. 

James explained that working at call center is directly linked to a person’s productivity. “Installation of the best call center software for your customer support work is the need of the hour,” he added. 

In the context of customer support services, the onus definitely lies on the entrepreneur to facilitate easy working environment for his staff to initiate a friendly chat with the customers.  

Installing advanced calling devices like the best telemarketing software is always a big asset for the firm and staff working there. 

Mrs. Silvi, 32, call center executive, has 3 years of work experience at the contact centers. She feels that apart from installing the effective tools like outbound call center software, treating employees with utmost respect is also necessary. They should feel like working at home and must not feel disappointed at work. 

Top 4 Reasons CRM Tools are Important to Employee Engagement


1.    High Processing Speed: 

The use of advanced software makes the calling process faster and swifter. When the calling process is working at a lightning-fast speed, it makes the task a lot easier for the call center executives during a live chat. 

2.    Call Conversation: 

Conversation between a call center executive and callers should be recorded within the system for quality monitoring purposes. The use of advanced CRM tools like the outbound calling software helps a call center analyze what went wrong for each unsuccessful call. This also guide the telecalling agents to hone their skills while communicating with the customers. 

3.    Self Check via Feedbacks: 

More than what your company says about you, customers are the real judge when it comes to customer support services. The use of advanced call center analytic tools such as virtual call center software could be of great help to a call center employee. 

According to American Express survey in 2014, a customer tells his bad customer serving experience to at least 21 friends. So, collecting feedbacks of your customers using these calling devices may help you gauge your actual performance on the work front. 

4.    Speech Analytics Software: 

Another major reason why an outsourced agent may stop working for you is the behavior of the customers. When telecalling agents face a number of rude customers too frequently, they will simply leave your company. 

However, installing the cloud contact center software can be a good strategy as it supports speech analysis feature that cautions the staff about the mood of a caller through the facial expressions.

Dimension Data survey, 2015, stated that around 40% of the call centers do not install data analytics software despite its ever-growing importance. So, install cloud customer service software immediately and let your call center work flourish like never before.





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