Whether in English or Spanish, at InfoCision’s contact center in Aguadilla, Puerto Rico we adapt and connect on a personal and cultural level to whomever is on the other end of the line. Employing only the finest people, our agents are mature – averaging 30+ years old – with 95% being college educated. Our turnover is less than 6%, meaning that we train peak performers and keep them. Each is intensely focused on quality, sales performance and optimal customer care. In short, we do everything possible to guarantee a positive customer engagement with every call!
In a society full of tweets, texts and typing, it may come as a surprise that phone calls remain the preferred channel of communication when it comes to your brand’s customer service. Tried and true, customers prefer actual voice communication for a plethora of reasons, but above all else, simply because it is the easiest option when looking to connect with a brand’s customer service department.
Consider this: When you are trying to get a hold of an organization’s customer service department, more times than not it’s because you have an urgent problem needing to be resolved. From a customer perspective, you don’t want to be typing in circles to a chatbot trying to explain your issues. Further, sending emails back and forth is even more time consuming than the chatbot. Yet, if you simply call into the customer service department, an agent is able to quickly look up your profile and guide you to a resolution.
More so, depending on your brand’s target market, they may not all be internet-savvy, or even have access to the internet. According to this study, only 66% of U.S. adults ages 65+ are using internet, making it worthwhile to stay accessible with offline communication.
Reasonably so, your brand’s voice communication can be the distinguishing factor amongst your competitors. Show your customers that you value them by giving them exceptional live-person interaction rather than a chatbot or IVR system. In doing so, you will create a positive customer experience, and in turn find increased satisfaction and loyalty.
The take-away: Understand that voice communication, done well, is vital to your brand’s success and can set your brand apart. Finding the right contact center partner to handle your voice communication is critical in fostering your brand’s growth.
To learn more on how InfoCision provides the highest quality contact center solutions, visit www.infocision.com
Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.
Now a top priority, customer experience is driving contact center growth even more so than operational expansion. Customer experience and expectations are a key driver for 88% of the contact centers studied in 2017, with improvements in customer satisfaction (46%) outweighing revenue growth (3%) in importance.
Today, companies are reporting that customer feedback (54%) will motivate core business decisions moving forward. How will they do it? Technologies such as text analytics and social media listening are improving in quality, streamlining the process of feedback collection. For the customer, businesses view ease and accuracy of information (66%) as most important to future contact center interactions.
2.Complexity and Diversity of Channels
Context of contact and mediums for customer engagement are adding to the complexity and diversity of contact center interactions. Phone contact is expected to fall from 64% to 47% over the coming years, with chat and social media expanding as channels for customer engagement. Advancements in technology such as “chat bots” are predicted to streamline integration challenges, growing to an estimated 16% by 2019, up from 6% in 2017.
Survey respondents have a major thing in common: investment in new technologies for return interactions. Advanced analytics (66%) and voice of the customer (54%) top the list of emerging capabilities that companies seek to invest in over the next two years.
Contact centers expect web capabilities (29%) and mobile applications (23%) will generate the greatest return on investment. What’s the main challenge to realizing investment potential? Integration of existing systems (63%) for the ultimate omnichannel customer experience, along with budget (56%) and change management (55%) for overseaing company transformation.
Focus is placed on improving talent for all survey respondents, citing the use of analytics (73%) and training programs (63%) as the key initiatives towards boosting staff. Outsourcing as a strategic method has reached a state of equilibrium, and flexible work programs are popular in the retention of employees, with 52% of companies planning on undertaking the initiative over the next two years.
The Moral of the Story
Maximizing the potential of technological advancements and its integration with multifaceted channels is improving the customer experience for corporate contact centers. Quality of talent is a developing initiative towards growth. And with customer experience at the forefront of contact center executives’ minds, the customer truly is “always right.”
You’re going on a trip to a new place three hours away, so you plug the address into your GPS and hit the road. Unwittingly, you type the right address, but in the wrong town. But without any proper context for your surroundings, you only learn of your mistake after you arrive at the wrong location, hours out of your way.
These kinds of things happen all the time. We get so focused on the data in front of our eyes that we don’t stop to look at the big picture, or to see if our data is really leading us where we think we’re going.
The same can certainly be true in the contact center, where you’re practically swimming in data. It can all be used to help drive new initiatives, support your bottom line and improve your ability to provide superior service. But if you’re chasing the wrong metrics, you may not know it until it’s too late.
If you’re not sure where to focus your attention, here are several suggestions to get you started.
First contact resolution rate: Customers are happy when their inquiry is resolved without having to repeat themselves or have their call transferred. In addition, it ensures that extra resources aren’t needed to resolve one person’s issue.
Forecasting accuracy: Modern contact center solutions empower businesses with predictive modeling for call volumes, which in turn provides a template for staffing needs. If your forecasts are accurate, it is likely you have the right number of people for the job, which in turn means happy customers and agents. If your forecasts are off, you may want to consider scaling up through outsourcing.
Cost per call: Your agents are both your greatest asset and your greatest liability. A well-trained and enthusiastic agent can transform service and foster lifelong business relationships. A poorly trained agent can send customers running for the hills in a matter of moments. Cost per call helps you determine how well your agents are being utilized, and to what ends. Follow this figure and you’ll have more control over your labor.
What else can you learn when you dig into the right data behind your contact center operations? Click here to learn more.
Few contact center leaders will question the idea that artificial intelligence is set to be a staple of their operations for years to come. Not only can chatbots or virtual assistants make your customers lives easier, but it can make life easier for your agents as well.
Despite the nearing ubiquity of artificial intelligence, not every function of the contact center is best served with these tools.
This is particularly true of fundraising campaigns. Most people don’t like being solicited to begin with, and even fewer started the day looking for a way to lighten their wallets. As such, you have to tread carefully when engaging with potential donors.
So the question is, can you trust artificial intelligence to be able to strike the right tone with donors, balancing the need to generate as much funding as possible without alienating the individuals that your campaign relies on?
Even if you could, what does it say to your donors? While not all will take offense, some may feel slighted that you couldn’t be bothered to reach out yourself when asking for something as personal as a donation. Contact center leaders must take these subtle attitudes and behaviors into consideration when launching a new fundraiser if they hope for lasting success and strong relationships with their donors.
Of course, there is a time and a place for innovative contact center technology. But in the case of fundraising, there’s still nothing like the human touch. To see how your contact center can reach its full potential with the right blend of tools and people, click here.
Late last year, 16-year old Carter Wilkerson hopped on Twitter to ask a seemingly innocuous question to fast-food titan Wendy’s: how many retweets would it take to earn him a year’s supply of free chicken nuggets?
Playfully, the restaurant’s social media team immediately jumped on the opportunity, tasking the teen with reaching 18 million retweets before it would accept Wilkerson’s terms. With an empty stomach and a catchy hashtag–#NuggsForCarter—a viral sensation was born.
Fast forward a few weeks, and Carter Wilkerson had reached over 3.5 million retweets. Not 18 million, but enough to beat the world record previously held by Ellen DeGeneres. Wilkerson quickly found himself a viral media sensation, making appearances on news networks and even getting the opportunity to meet DeGeneres herself, on her own TV show.
And though Wilkerson was roughly 14 million retweets short of the original goal, the media attention was too much for Wendy’s to ignore. Just over a month after the initial challenge was issued, Carter Wilkerson got his free chicken nuggets.
Don’t make the mistake of thinking Wendy’s was just being generous. One six-piece chicken nugget order costs just $1.79. Assuming Carter ate Wendy’s nuggets three meals a day, every day, for a year, Wendy’s would have to put up a total of $1,960.05. Not a bad expense considering that the campaign generated $6.72 million of marketing revenue through retweets and $450,000 in earned media value.
Not a bad return for 140 characters.
This isn’t just an interesting story, though. It’s a lesson for any contact center leader who has scoffed at the importance of social media, or the notion that there’s not a clear enough ROI to expand operations to include a dedicated social team.
But with social media interactions set to grow from 4 percent to 9 percent in 2019, the case is clear. Social media is here to stay, and your organization must a plan in place to adopt today. To learn more, click here.
There’s no debate that having a robust customer service department is integral for success in today’s business landscape. But while this much is certain, there remains a striking divide among customer service executives as to how to provide that support.
While there has been a massive migration towards outsourcing of contact center operations, many businesses are still keeping their operations in-house. There are a variety of reasons that businesses continue to do this, but in many cases the arguments in favor of in-house support are driven merely by misconceptions about what is truly possible when utilizing disruptive contact center solutions.
Below, we have listed three of the most common misconceptions about in-house contact centers today. If these sound familiar to you, it may be time to consider outsourcing a portion of your customer service strategy.
We have more control when we keep our operations in-house- security, features, agents, etc.
Many people will mistake proximity for control. Just because you have agents in-house, using your company’s phones and headsets, that doesn’t mean you’re in control. Who’s managing the back-end logistical and IT issues? Who’s keeping your security patches up to date? And how are your agents going to perpetually train and learn if you’re constantly scaling your staffing to make due on your limited budget?
Outsourcing can provide you the extra agents you need in a pinch when it’s time to focus on training. But beyond agents, you’ll also be able to turn your attention away from the minor headaches associated with managing and maintaining your operations and focus on results—not control.
Other departments can’t communicate without in-house contact center-marketing/sales
It is true that contact centers act like the nerve center of your business operations. As such, it is easy to see why wary contact center leaders would be concerned about silos developing without an on-site contact center. However, the right partner will find a way to integrate into your system for more seamless communication between departments.
It’s an either/or proposition
Sometimes, contact center leaders are paralyzed by the idea that they must abandon all on-premise contact center operations in order to migrate to a hosted alternative. Fortunately, this doesn’t need to be the case. Whether it’s a seasonal spike in call volume or you’re rolling out a new marketing campaign, you may be best suited with a partial scale up to ensure appropriate staffing without breaking your budget.
Don’t let common misconceptions guide your contact center operations. To learn more, click here.
When you decide to outsource your contact center, the world becomes your oyster. Suddenly, you can partner with a company anywhere, from Algeria to Zimbabwe. With any location, like with any business, there are benefits and complications. Even if you’re just looking to branch out into another state, your results are liable to vary. If you’re uncertain as to where you should look to outsource within the States, we’ve got a few suggestions for you below.
Ohio: Ohio is centrally located between Chicago and New York, and serves as a major corridor for business. making it an optimal place to find high-level candidates. Yet, outside of these major cities, prices may be more cost-effective for budget-conscious businesses. Further, with 12 locations in the Ohio area, InfoCision has left an indelible mark on the Ohio region.
New York: It’s hard to argue that “the city that never sleeps” wouldn’t be a great place to outsource your contact center and its 24-7-365 strategy. You’ll have access to great candidates and partners, too, but you’ll certainly pay top dollar for anything in the metro area.
California: Speaking of access to talent, California is in just as enviable a position as New York. Whether it’s Silicon Valley, San Francisco or Los Angeles, there are ample opportunities to connect with innovative partners.
Florida: Florida has a saturated call center market led by Tampa, the nation’s leader. Contact centers in Florida will always have agents on hand to step in, but with the extreme heat and yearly weather issues, operational disruptions could offset your advantage from time to time.
To learn more about what you stand to gain by outsourcing, click here.
It is certainly logical to expand your contact center capabilities to light a fire during a new sales campaign. It also makes sense, in the customer-centric world we live in, to be prepared with extra support for customer service agents tasked with putting fires out.
But in the hustle to provide additional support for a demanding sales force and overwhelmed service department, it is often the case that marketing gets left in the dust.
Businesses that hope to succeed in a connected, interoperable world cannot afford to compartmentalize in this fashion. In fact, when the right contact center solutions are deployed at the right time, you’ll be able to break down silos so that your marketing, sales and service initiatives work to build each other up for maximum impact.
Continuous feedback for real-time response
As the nerve center of your business, the contact center is an optimal place for marketing and sales to converge. Your contact center can conduct personalized inbound or outbound marketing efforts around a new initiative, gathering real-time feedback from consumers and responding to inquiries immediately. Integration with your sales force will enable you to respond to problematic trends and tweak your campaign accordingly.
Turn challenging issues into customer wins
A frustrated customer communicating with your contact center is at a crossroads. The story can end badly, with a lost relationship and a bad review rant disseminated across social media for a cascading negative impact. Or, if guided by a highly-skilled agent, the customer can truly be heard, helped and happy. These customer wins can be useful if viewed through a marketing perspective, while also demonstrating the value of an integrated approach.
Consistency is about staying on message
What happens when your marketing team, sales team and customer service team aren’t reading from the same script? You end up with lots of confused customers and lost sales. From the C-Suite to the contact center, your success hinges on your organization’s ability to stay consistent with your brand, your message and your offerings.
To see how InfoCision can help your business, click here.
Spring is in the air, and that means it’s time to clear out the clutter and do some spring cleaning in your contact center. Take a hard look at everything your team is doing, and re-prioritize to ensure you are doing all that necessary to run a lean and efficient operation.
As you perform your customer service spring cleaning, here are some things you should consider:
Organize your data: Is your business getting all that it can out of the information it is collecting and processing? It could be time to review your data strategy and form a fresh approach for spring. Consider linking your customer relationship management strategy with your business phone system to streamline the process.
Review your cybersecurity strategy: Perhaps your business is in need of a cybersecurity overhaul. Are you giving your employees proper education and training? Don’t trust that they will know what to avoid online. Round up your IT team and get everyone up to speed about the threat landscape.
Slash your budget: How much money are you spending on customer service? The truth is that you could be drastically overpaying if you are managing an in-house operation. Consider outsourcing to a third party contact center services provider to reduce the cost of overhead.