If you are not taking active measures to keep your customers happy, you are bound to lose them to rivals! The customer is king, so buck up and think out of the box to forge a genuine rapport with your clients so that you can retain them for the times to come.
Customer support is nowadays the most important function of any business organization, be it a new budding start-up, a mid-sized established enterprise or a multinational corporation. Since a recent survey by Deloitte revealed that a majority of customers( 64%)prefer being assisted by the phone, companies should definitely think of investing in call center solutions for a better experience.
Call center phone systems are gaining popularity worldwide. The global cloud-based contact center industry is expected to grow from 6.8 billion USD in 2017 to a whopping USD 93 billion by the year 2022 – that is 25.2 compound annual growth rate for the forecast period. This clearly shows how virtual call centers are now a widely accepted medium for solving customer problems and grievances.
What is Meant By A Call Center?
International call centers have changed the way of interacting with their customer base. A call center is a structured place, physical or virtual, where agents and executives receive and make calls to clients. The purpose of these calls may be lead generation, marketing promotion or to provide customer support. Call center agents are responsible for undertaking any voice interaction with customers, and they represent the face of the company.
What Are The Various Types of Call Centers?
All businesses make use of call center solutions to handle their customer support in a seamless manner. It is difficult for organizations to ditch traditional wired phone systems; however, it is high time that they make the switch towards virtual telephony for better productivity in their business communication. However, before you decide to set up a call center, it is important to be aware of the various types and their utility:
- Inbound Call Center: An inbound call center is set up primarily with the purpose of receiving customer calls. It is an ideal solution for companies that receive a lot of customer inquiries, where they require continuous support from representatives. The inbound call agents are trained to resolve customer complaints, answer questions to enquires, and provide immediate technical support.
- Outbound Call Center: An outbound call center is a platform through which agents can make calls to clients to promote products or give information. They give sales calls primarily with the main aim to convert maximum leads. Call agents can pitch their products/services, give payment reminders, deliver information about promotion campaigns, and offer company announcements.
- Blended Call Center: Most companies opt for the blended approach where agents can make as well as receive calls. This opens multiple two-way channels of communication and ensures that both parties can get in touch with each other at any time of the day.
- On-Site: organizations in their own data center can deploy on-site or on-premise call center software. Internal IT employees are responsible for the entire installation, maintenance, and updating of hardware and software systems. Though it requires a hefty initial investment, an on-site call center is a reliable tool that can help organizations manage their communication with partners, vendors, suppliers, and customers.
- Cloud-Based: Cloud-based call center software is hosted in the cloud, which means that a third-party service provider maintains all the hardware and software requirements. Clients just have to log in and use the software through a web-browser app. It is very useful as the data remains safe, secure, and accessible to employees at any time through the internet.
Things To Keep In Mind While Setting Up A Call Center:
Taking a positive leap of faith and deciding to set up a virtual call center is a big step for any organization. You may be clueless about the requirements, but it’s not that technical in reality. You need to choose a market leader in VoIP phone solutions such as CallHippo and decide on the best call center software that will suit your business requirement. Once you have narrowed down your choices and decided on the system, you need to keep these important functional aspects in mind:
- Call Handling Ability: Call centers are meant to handle telephonic conversations with customers. At times, there are heavy volume of calls altogether, and they need to be efficiently handled by call agents. Software for call centers should have flexible and ample call handling abilities. It should allow you to have several virtual phone numbers so that agents can switch lines and route calls to specific departments – this is possible through an advanced feature call cascading too. Facilities such as queue callback allow customers to request a callback instead of waiting in long queues. This allows for streamline telephonic interaction with your clients in order to provide them with top-quality support and service.
- Features Required: When you are operating a contact support center for customers, you need to ensure that you have advanced top-of-the-line features. Your software should be able to integrate with your CRM system so that you can keep track of all customer conversations. Most call center tools also have caller ID display so that agents can view detailed client information and provide personalized service. Features such as call recording, interactive voice response, call forwarding, and voicemail are vital for call centers as they help in better productivity. Decide if you want your customers routed to automated self-service. Your interactive voice response system should be able to handle common inquiries, generate tickets, and even make/cancel bookings. Your call center should also be able to play a personalized greeting message for clients, and play call-waiting music for them while they wait for assistance.
- Budget Control: Every organization needs to keep a check on its budget, or rising expenses will eat a massive chunk of final profits. Various VoIP service providers offer customized price packages for call center software. You can choose the most suitable price plan and tweak it to suit your business requirements. Overall, call center software is a cost-effective platform that results in economic phone calls with apex HD audio quality.
- Scalability: Remember that your call center will not always remain this size, and you will need to add additional extensions as your business grows. Invest in a call center software that is scalable, meaning that it will grow as your business expands in client volume. You should be able to purchase extra modules or features at a later point of time so that there is no disruption in your customer support.
- Monitoring and Analytics: Call analytics is very important for call center executives. Contact management software for call centers should be able to track, monitor, and display real-time data. Important metrics such as average call duration, timing, the reason for the call, and resolution rate should be measured and stored in an electronic format. Call center software should also have sophisticated report making abilities where it can visually display information through bar graphs, pie charts, and other analytical tools. This enables senior management to be aware of customer support provision levels, and also allows them to make better strategic decisions.
A call center is a vital piece of infrastructure for your sales and support teams. Customer calls can let you know how to improve your marketing strategy and deliver exactly what your valued clients require. It results in decreased costs, higher sales, better team collaboration, and a much happier work environment.
Do not hesitate about purchasing a powerful call center software. After all, if you do not go the extra mile to look after your customers, they will not stay with your organization in the long run. Provide excellent quality customer support, forge long-lasting relationships, and gain a strong competitive advantage in the business ecosystem.