7 Tips To Automate Your Call Center
These are a few tips and techniques that can you can use to streamline and automate your call center
7 Tips To Automate Your Call Center
An important cornerstone of any business is to be able to offer quality customer service and reliable customer support to help users with their queries, identify issues with your product or service, and create a stronger and wider customer base. A call center with certified assistance staff is an excellent option to consider, but optimizing infrastructure such that this staff and the service are utilized effectively to serve every customer is even more important.
A lot of work has been done in this field to develop software and methodologies that automate and optimize the process of serving the customer and utilizing assistance agents, allowing your product assistance and care service to be quick, reliable, insightful, and pleasant for your customers. These are a few tips and techniques that can you can use to streamline and automate your call center:
Interactive Voice Responses:
Once a customer has called to approach your customer care service, you do not need to assign a representative agent to them immediately. Instead, you can use an IVR system, short for Interactive Voice Responses, to guide them towards a system of questions and directories. This produces the benefit of sorting the customer’s query, allowing your agents to have prior information, and empowering them to assist them in a better way.
An IVR system can also include further soundbites that can be used while the customer is waiting to be assigned and connected to an agent. These soundbites can be government infomercials regarding current events and advertisements for your other products, or even trivia to keep the customer entertained and engaged.
Voxdesk offers a full IVR system, complete with Soundboards that you can add to and tailor to your needs, alongside having a Music on Hold option to engage your customer and make their experience using your service as pleasant as it can be.
Advanced Routing Methods and Strategies:
An automated phone system allows you to use various call forwarding and routing strategies that bolster and improve the productivity of your customer care team. By spreading outcalls from customers and connecting them to your representatives according to various factors, such as time of day or current weekday, agent availability, you can utilize your team much more efficiently and more adequately serve your clients looking for assistance.
Alternatively, you can also set a system up so that only calls at a certain time of day are forwarded to your agents, informing your customers of these timings via other channels. Again, this alleviates the burden on your customer care team, especially if you are a fledgling or smaller business focusing on the growth and development of your services and products first and having fewer resources to put into customer care.
As briefly mentioned above, you can use an IVP to create a system of directories that guides people towards exactly what they are looking for. In addition, dividing and training your call center team to specialize in one particular field each, such as sales or technical support or complaints/grievances, makes them much more capable of responding to queries coming in from customers.
A directory helps sort these customers’ queries from the moment they pick up the phone to contact your call center by asking them to press certain buttons on their phone to specify what their query is and add an option to ask and receive data. This means the agent that will be connected to them has a prior understanding of what the customer is looking for. The communication between the two becomes faster and more effective, benefiting both of them.
Call centers that work on outgoing calls to advertise a certain product by calling prospective customers from a list can optimize and automate the process and efficiently utilize their representatives.
Instead of acquiring a new, untested list of phone numbers, they can automatically port that list of numbers into their system, which sorts them depending on how receptive they are to calls and whether they are on any Do Not Call lists. Then, instead of manually going through the shortened list, the agents can use the system to automatically and continuously feed them new prospective customers to dial for and contact after the previous one has been completed.
This entire system streamlines the process for call center representatives. It helps them contact many more prospective clients than was possible before with manual human labor, putting the grunt work of sorting and dialing onto a high-speed computerized system.
Automated Agent Guidance:
After training your call center agents to handle customer queries effectively, it is still helpful to have a bullet list of points for dealing with situations as they arise in practice. In addition, an automated agent guidance system helps representative agents in a call with users be reminded of guidelines and offered tips and advice relative to the customer’s prior and developing query.
This can most commonly be implemented as a small display in your system that shows you the customer’s information, and this can be fed even more information as the customer provides it. A more complex version of this would be an AI program that monitors the content of your call’s audio, picks out key phrases and words, and offers relevant tips.
To reduce the strain of multiple clients contacting your customer care service at the same time, a call queuing system can be put in place. This allows a smaller service team to handle a much larger number of customers seeking assistance and guidance or offering improvements.
A call queuing system uses a mix of IVR and routing methodologies. A customer calling the server is tracked and sorted towards the relevant department depending on their query, and the system tries to match them with an agent that is available to take their query. If, however, all of your agents are already occupied with other customers, the new customer can be put in a queue to wait; the priority customer being the earliest on. As soon as an agent becomes available (whose speed is helped by other automation methods and prior training), the customer at the top of the queue is put on, and their query is responded to and dealt with.
You can record and analyze calls to and from your call center (as per your company and your country’s data protection and privacy guidelines) to track trends by checking through data points, generally as yes or no questions. These data points can then be used to develop information graphs, which can further produce valuable and actionable insights into your products and services and your customers.
An automated system of data collection and sorting can be made based on the queries from the customers through the directory system and the information they provided during their contact with the agent themselves.
Voxdesk provides call logging and data analysis functionalities that allow your call center system to track multiple data points and automatically analyze collected data to get insights into customer care and needs. This enhances your ability to assist your customers by understanding what they are most commonly looking for.