Top 6 Contact Center Performance Strategies

Contact centers play an important role in offering the timely and astute customer serving support to the callers on daily basis. 

Eventually, the ultimate goal of a customer care center is to provide the quality customer services round the clock to them. 

Integrating the apt Call Center Software in the process is necessary to live up to the expectations of the countless callers and potential clients considering the rampant competitions all around.

The recent surveys have claimed that despite robotics and automated chatbots, most of the customers still prefer to get assistance from the contact center executives. 

More than 50% of the customers agreed to get help by the call center representatives than AI or chatbots. This necessitates the hiring of qualified outsourcing firms having immense expertise in customer support services. 

However, the latest poll from Harris Interactive divulged a depressing trend that around 50% of the time, customer care executives failed to resolve customer’s queries. 

So, they need to learn more, and the company should regularly organize training sessions for them at frequent intervals. 

Here are some easiest tips and tricks to boost contact center performance strategies. 

1) Professional Grooming: When it comes to hiring call center professionals, appoint them at an early age. 

Once a call center executive gets used to the working methodology of call center functioning, it will help him perform better than ever. 

The latest survey by Gartner has indicated that by 2018, around 50% of the company will invest more towards professionally grooming their employees. 

2) Technical Skills: A call center executive should have the working knowledge of call center tools. He must be able to use the Best Call Center Software during a live chat with the customers. 

Such, calling devices facilitate an easy flow of communication from callers to contact centers without any hindrances.

3) High Morale: The towering morale and motivation level of employees boost the contact center’s overall image and goodwill. 

So, a contact center should try to look into various aspects to keep the staff happy, motivated and energized all the time. If required, they should be given adequate incentives and casual leaves from time to time.

4) Multitasking Capabilities: A contact center representative should have multitasking abilities. Apart from having excellent communication skills and enormous knowledge about the calling etiquettes, a telecaller should be able to use the appropriate Call Center Solutions instantly during a live discussion with clients without fail.

5) Customer Relationship Management: Executing CRM strategy within a contact center is of utmost importance. Considering today’s era, when customers don’t even have an extra minute to think this and that, implementing CRM within a contact center becomes the need of the hour.

According to Forester survey, around 65% of the customer care centers have already implemented CRM tools. Online Call Center Software in India is available with applicable tools for CRM.

6) Cloud is the Word: Cloud contact centers will rule the roost in the world of customer support services very soon. 

Apart from enhanced 128-bit security system, cloud software also ensures super-fast computing and resolution of customer complaints with the faster issuance of digital support tickets for their assistance.

As per the latest DGM consulting statistics, around 50% of the contact centers will soon migrate to a cloud platform for effective customer service management.

Case Study

An e-commerce portal was running its business with a limited staff at its inbound call center. The contact center ran mostly on the basis of age old system. However, with the rise in calls, the company’s call center found it insufficient to tackle the intricacies of the business. 

After all other options were completely failed, the company soon outsourced its call center requirement to an experienced and reputed telecalling agent. 

The outsourced agent started the operation at once utilizing the latest Call Center Software Solutions in the calling process.

The trick worked in multiple ways. First, callers could dial contact centers easily without any fear of abrupt call disconnections.

In addition, the call center could now get the caller’s details without any difficulty to make a call back at an appropriate timing, and finally, the efficient call center with prompt services enhanced the company’s credibility resulting in more sales and profits.