September 2, 2020
3 Ways To Improve
Your Call Center
September 2, 2020
3 Ways To Improve Your Call Center
Customers often express that connecting with call centers can
either be a smooth or messy experience. Consumer brand expectations have been
increasing, they expect their problems to be handled pain-free and as
efficiently as possible. They appreciate and value good customer service. And
if your call center doesn’t meet the consumer demands, then you’re at risk of
losing your client-based to a competitor that can handle their problems. Brand
loyalty is something that is hard to get, but easy to lose.
If you manage a call center, you already know some of the roadblocks you experience. Some can lack structure, accurate reporting, agent recruitment and more. But your biggest problem is efficiency among your agents.This hurts the process within your organization and creates customer frustration, giving you a poor customer service appearance. In the call center world, every call is different and consistency can be hard to get, each call with a customer is different.
Every inquiry is different. Every problem is different. Every solution is different.
- SMS Chat Center
As consumers adapt and change, brands have to change with them in order to meet their needs and wants. And as strange as this may sound, your call center doesn’t have to fully focus on calls. In today’s world, customers are constantly on the move. Some can’t sit there and wait to talk to a representative. There are Chatbot computer programs that let managers set up keywords and common problems with generic responses. This can be helpful, but when it comes to improving customer service, human engagement always beats Artificial Intelligence. Use a communication platform that allows you to engage with customers using the technology they use the most: their phones.
Instead, you can offer an alternative method with Live SMS chat center. These interfaces are easy to use for agents and extremely convenient for your customers. It is a simple tool, as simple as texting your friend or family. Use this tool to quickly engage with your customers and solve their inquiries via text message. You can also integrate WhatsApp business account on SMS Chat Centers to communicate in an interface customers are more comfortable using.
- Call Transfers
As a contact center manager, the scariest sound you can hear is no one talking. You constantly want to hear your agents on the phone. But as you know, there are peak hours and slow hours. You’re tasked to increase engagement during slow hours of the day, week, or month.
A modern method in which managers help the flow of call traffic is using call transfer. But how can you use this tool to INCREASE your traffic? With tools like Go4Clients, you can use the Call Transfer feature to transfer calls with other channels of communication.
Advertisers are using mobile landing pages, emails, and SMS to transfer calls to their call center. You can start promoting your products and services with these channels and trigger phone calls depending on how customers react. Set up a call whenever a user opens a Landing Page, 15 minutes after receiving an SMS, and much more! These calls can be transferred straight to your agents and will help increase call traffic.