Improving Contact Center ROI Starts at the Top

With the NFL season wrapping up, many teams are reflecting on why their seasons ended early. This evaluation process starts at the top with ownership and management, as these higher-ups look at acquiring the right coaches and players—leading to the team’s future success.

Along the same lines in a contact center, it’s essential that agents and managers are supported with the leadership and tools they need to thrive. Rather than the C-suite simply telling agents to “step up their games,” the C-suite has to provide contact center agents and managers with top-notch solutions. In other words, a commitment to improving contact center services ROI has to be made at every level of an organization, especially including the C-suite.

After the C-suite agrees to place a stronger emphasis on enhancing its contact center, the next logical step involves identifying where they should turn to for help. Thankfully, there are some all-inclusive solutions available to help companies maximize the ROI of their contact center services. For instance, there are one-stop-shop contact center vendors that help streamline operations from initial strategizing to ongoing maintenance and management.

InfoCision, for example, provides solutions that free businesses from the hassle of relying on numerous providers for the capabilities they need. All of our facilities are equipped with the latest software and hardware to enable our Communicators to make the highest quality calls and, thus, maximize results. Here are only a few of the sophisticated call center technologies and solutions that we provide—significantly helping an enterprise’s bottom line:

  • Call blending: This system maximizes call center productivity, allowing agents to effectively make outbound calls when inbound activity dips.
  • Skills-based routing: Our skills-based routing system matches our Communicators with inbound and outbound calls based on the program-specific training they receive and the proficiency they boast for particular types of calls.
  • Email and fax on-demand: Our multimedia blending capabilities allow us to integrate channels such as email, chat and fax into our call center activities. As a result, agents can respond to customers’ needs far more quickly and efficiently.

Will your C-suite start to focus on improving contact center services ROI? Like the NFL team revamping its roster for a new season, your company’s future may depend on whether the C-suite gives agents and managers the cutting-edge solutions they need.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

Getting More Out of Your Contact Center Than Just Great Service

Customer service is now among the most important factors in all of business—that is a simple fact. A recent report from Walker, in fact, revealed that customer service will overtake price and product as the key brand differentiator by 2020.

As crucial as customer service is, though, today’s contact centers must help organizations do more than satisfy customers to achieve full value. To maximize contact center services ROI, organizations must be able to gather and analyze data from customer interactions that helps them improve processes across the board.

Take the following scenario as an example. Your call center agents—or Communicators, as InfoCision calls our own customer service professionals—are receiving an unusually high volume of customer inquiries about billing errors. Of course it’s important to resolve each individual’s issue, but if a trend is developing it is equally important to have the tools necessary to get to the root cause of the problem and fix it.

Quality assurance programs and business intelligence allow supervisors to recognize patterns faster and easier than they would be able to just by walking around the call center floor. In the aforementioned scenario, for example, when your contact center management team is alerted to the abnormal number of billing questions coming in, he or she can take the issue to the billing department. The billing team can then check to see if there is a glitch with software or some other snag that could be causing confusion and quickly correct the problem before the next cycle of bills are sent out.

A contemporary call center should be multi-faceted and deliver information that helps improve operations across your entire organization. But if running a call center is not one of your core competencies, maximizing contact center services ROI may be easier said than done. In that case, it may be time to look into partnering with a contact center services provider like InfoCision.

Click here to learn more about InfoCision’s storied history in the call center business.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

Get to Know Your Customers Better in 2015

You know your loyal customers’ names and contact information, but do you know them on a truly personal, customized level? For example, when an individual contacts your company, do you know over what channel that interaction took place? Do you know what channel your customers prefer to use when communicating with your service representatives? Do you have information handy about their buying habits, preferences and behaviors so that you can better guide them during the purchasing process and create future offers based on that information?

As the new year quickly approaches, you should be thinking of ways both big and small to bolster customer engagement within the contact center. Strengthening customer engagement should be a recurring goal within your service facility, both within and beyond your trusty customer base .This all starts with investing in the right tools and technologies. For example, the following solutions can not only increase customer engagement, but can also lift your contact center services ROI:

Multichannel marketing solutions: Do you want to make 2015 the year you start addressing customers by name in email marketing messages as opposed to “Dear valued customer?” How about increasing upselling and cross-selling in a way that speaks personally to customers as opposed to just pushing a random product? Advanced multichannel marketing solutions let you reach customers via inbound and outbound telemarketing, email marketing, social media and direct mail, enabling you to connect with customers on a more individualized level.

Demographic scripting: In 2015 you should be focusing on facilitating calls between Communicators and customers so that they are tailored to meet specific needs, wants and interests. After all, a 65 year-old man living in the Midwest will require a different message and conversation flow than a 26 year-old woman living in New York City. Call scripting is vital for establishing these individualized connections.

Data analytics and predictive modeling: The more customer data you gather and analyze, the more insight you have into how consumers are behaving. Predictive modeling takes big data to another level entirely by actually predicting future behavior based on past occurrences. Using this technology, your business can determine which customers are most likely to be interested in a specific offering.

Customer profiles: Customer profiles are created using data that has been collected about a customer over multiple interactions with your brand (e.g., purchasing a product, responding to a phone call, etc.). A customer profile is a hand-crafted asset that provides deeper insight into each and every customer as well as enables you to more specifically market to your existing customer base.

Customer loyalty is the ultimate sign of a stellar company, but you need to be showing your devoted customer base why they should remain dedicated to you. Make a concerted effort to get to know your customers better next year and you’ll find a world of opportunity waiting for you.

Click here to learn more about how InfoCision can help you better know your customers through demo scripting, customer profiles, market segmentation, business intelligence and analytics and more!

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award

You Can’t Expect the Return Without the Investment

If you’ve sustained a successful career in business—or even if you haven’t—chances are you’ve heard that “you have to spend money to make money” more than a few times. Although it may be a cliché, the saying also happens to be true, especially as it relates to contact center services ROI.

Put another way, you are only going to get out of your call center what you put into it. If your agents are inexperienced or unprofessional, customer retention is going to be difficult at best. If you don’t have the cutting-edge technology to optimize efficiency, you are going to lose out on potential revenue. At the same time, if running a contact center is not one of your core competencies, simply pumping money into the problem isn’t going to solve it. The key to getting the ‘R’ in ROI is being strategic about the ‘I.’

One great way to maximize your investment is by teaming with a call center solutions provider like InfoCision. When you outsource your needs to us, all the pressure of running a contact center is lifted from your shoulders and placed in our capable, experienced hands. At InfoCision, we don’t have call center ‘agents.’ Our call center employees are called Communicators because they exude professionalism that leaves customers with a lasting impression. This special breed of employees:

  • Average more than 40 years of age
  • Have an average tenure of more than 4.5 years
  • Receive up to four months of client-specific training and are experts on your brand by the time they begin interacting with customers

Teaming with InfoCision is more than a smart business decision; it is an investment in your company’s future. And once you make that investment, it won’t be long before you start to see a big return.

Click here to learn more about InfoCision’s culture and history.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

Three Contact Center Technologies to Be Thankful for This Year

By Steve Brubaker, InfoCision Chief of Staff

Thanksgiving is a time of reflection and giving thanks. While we are all thankful for friends and loved ones, there is also plenty to be thankful for as a contact center manager—like the invaluable tools that ensure high contact center services ROI.

Help yourself to a warm piece of pie and a plate of stuffing (or two) and count your blessings for these time- and cost-saving contact center technologies:

Call blending: Outbound productivity is crucial, especially for charities or non-profit organizations during the end of the year when the need to reach prospects/donors is at an all-time high. Call blending helps maximize contact center productivity by running several programs simultaneously so that Communicators can make outbound calls when inbound activity slows down—all without compromising performance. A quick tip: look for a system that adheres to state and national laws regarding abandonment of outbound calls.

Brand customization: Tailoring your solutions to your brand helps streamline calls for better overall efficiency. For example, at InfoCision, we have internally developed our own proprietary CRM application—Inscription—that can be customized to fit the needs of any of our clients by offering everything from comprehensive customer profiles to screen pops. Bottom line: a one-size-fits-all contact center solution just doesn’t work.

Remote call monitoring: With so many employees today choosing to work from home, tools that enable quality assurance analysts and contact center managers to evaluate performance and make adjustments as needed regardless of location is key. And employees who work from home can show their own appreciation to employers for this opportunity by increasing productivity.

There are so many great contact center technologies available today that most managers are probably thankful for more than just three. Click here while you take a break from the turkey and gravy, to explore more contact center technologies and the competitive advantages they offer.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

 

Technology Spotlight: Examining Tools for Targeting

As a contact center manager you understand that employing polite, intelligent workers is a good start on the road to success, but it is far from a final destination. Instead, to keep up with the competition and stay relevant, businesses need to employ technological solutions that help them more efficiently target prospects for onboarding and current clients for upselling and cross-selling opportunities.

A one-size-fits-all approach is generally ineffective in any area of business, and the same is true for marketing. Although your overall brand message should be consistent, it should be disseminated to different consumers in varied ways for maximum effectiveness.

Think about what your sales and customer satisfaction numbers would look like if you could walk into customers’ living rooms and solve their problems or offer them just the right product or service they need to make their lives easier. Metaphorically, that is exactly what InfoCision tries to accomplish with our multichannel marketing partners. What follows are a few examples of Business Intelligence technologies we offer that can boost your contact center services ROI by helping you engage customers on a more personal level:

Big Data Analytics

Without the necessary tools, a contact center wastes an incredible amount of actionable information that can be used to improve businesses processes across an entire organization. Every interaction contains information about the customer, but without technology that breaks that mountain of data into digestible chunks it is essentially worthless. Data analytics from InfoCision dive deep into customer data to highlight useful information that can be used to enhance any marketing campaign. Additionally, oftentimes analytics can uncover trends you may not have spotted—like an increasing number of callers confused about their bills—and get it sorted out quickly.

Predictive Models                                                                 

Imagine knowing what customers want before even they do. Once you have the pertinent data you can begin to use it to anticipate customers’ needs. Predictive modeling is the process of using customer data to predict future behaviors. Using these models, InfoCision can accurately determine which individuals are most likely to purchase a product or service. Armed with that information, you can simultaneously increase revenue and customer satisfaction by offering customers items they truly want and need.

Market Segmentation and Demographic Scripting

Market segmentation is the process of taking a list of people and grouping them together based on shared attributes. By targeting the right people, your organization can increase cost efficiency and drive response. It makes no sense, for example, to market products and services to a college graduate the same way you would a 75-year-old grandparent; the two most likely lead completely different lives with different priorities. Once you have the Business Intelligence you need, you can create varied telemarketing scripts for these customers—or let a multichannel marketing partner like InfoCision help you do it.

Implementing these tools can be difficult if they are not part of your core competencies, and that’s where a multichannel marketing partner like InfoCision comes in. Click here for more information on our Business Intelligence solutions.

 

Don’t Have Time to Screen Call Center Agents? Let Us Worry About That

In this fast-paced, 24/7 business world, your company has plenty on its plate—from marketing your products and services to handling finances to fulfilling orders to empowering your employees. In fact, more than half of small business owners still don’t have time to maintain their own website, according to a survey conducted by Google and Ipsos. With only so many hours in the workweek, your company might also not have the time, resources or experience to effectively screen call center agent candidates.

But there’s no need to fret as outsourcing with a trusted, strategic marketing and communications partner can help offload not only the screening process but hiring and training, too. It’s a perfect alternative for significantly improving contact center services ROI. For example, here at InfoCision, we are committed to hiring well-trained Communicators with professional experience that your company can enjoy the convenience of tapping into. These professionals will relay your company’s unique message to customers to help establish and sustain long-lasting relationships, boosting your brand value.

So what exactly differentiates our Communicators from typical call center agents? First off, rather than hiring inexperienced or non-committed individuals, we employ established professionals who are seeking career longevity and success. They are dedicated, experienced, mature and motivated. Here’s the evidence:

  • They are 42 years old on average and have a typical tenure of more than 4.5 years.
  • Almost 80 percent are full-time employees and two-thirds are a family’s main provider.
  • There are performance-based compensation opportunities, resulting in inspired and professional employees.

Furthermore, Communicators undergo meticulous, client-specific training so they become brand experts by the time training ends. And based on the Communicators’ passions, we are able to match them with their areas of interest, such as our customer care, political,  or nonprofit divisions. In addition, calls will be channeled to the most knowledgeable Communicators for specific inquiries because first call resolution, along with quality of customer service, are our top priorities.

We hope that your fast-paced business will consider taking advantage of our professional Communicators to ensure that customers and donors leave every call with a positive view of your enterprise. Click here to explore more.

Are All Your Departments Working Together?

Using a Band-Aid to cover up recurring issues and inquiries simply won’t cut it anymore in customer service. Today’s contact centers need to do more—and it all starts by collecting customer service feedback. Such input can be used to improve existing processes across an entire company, thereby driving contact center services ROI.

For instance, if feedback reveals that there’s a consistent mistake in the billing department and customers are calling about it repeatedly, then the contact center needs to recognize this trend and alert the necessary personnel. In many ways the contact center can serve as the gatekeeper for customer sentiment, helping to educate other divisions about ways they can do their jobs more effectively and remedy common customer issues.

To enable the contact center to hold such a role, companies ought to invest in a state-of-the-art call center solution that can aggregate and decipher data, making it easier to address problems in real-time, or close to it. After all, if you don’t invest in the latest technology, customers might not return; in fact, 86 percent of buyers will pay more for a better customer experience according to a CEI survey.

So how can you make sure your contact center is looping in other departments, working together to ensure that consumers get the quality of customer service they demand? Let’s took a look at a two critical ingredients to making sure all of your divisions are rowing in the same direction:

Program Reports: The more information captured from callers, including their common complaints and queries, the easier it is for departments like billing or product development to make adjustments and course correct. For example, InfoCision offers numerous standard reports that analyze crucial aspects of a call center program. These reports look at customer information updates, fulfillment activity, agent-call distribution, call disposition, sales analysis and more. If there’s a common thread through these reports—for example, if customers repeatedly say their packages are not arriving in time for the holidays—then the contact center is able to loop in the delivery department, which can investigate the issue and resolve it quickly, instead of weeks or months down the road.

Customizable Solutions: With flexible software, your contact center can create comprehensive customer profiles with information that is important for your company. For instance, a Customer Relationship Management (CRM) solution, such as InfoCision’s Inscription, will better serve your customers’ needs by tracking and recording interactions. Sales personnel and C-level executives can utilize this data to pinpoint ongoing customer trends and identify growth opportunities. For instance, your CRM adds value to every single call when your agents end interactions by asking customers what issues the company should focus on for the remainder of the year. Based on those responses, reps can gather the information with the state-of-the-art software and relay it to the correct department.

Interested in learning more about improving your contact center services ROI? Check out InfoCision’s call center solutions today!

Are You Protecting Your Contact Center Investment?

As an executive, you are quite familiar with resource management. When you earmark your company’s hard-earned money for a project or purchase, you expect to see a return on that investment. When you hire a new employee, you expect that individual to produce results.

When it comes to the contact center, however, many decision-makers simply aren’t as demanding as they are with other aspects of their business. But those companies not taking advantage of potential contact center services ROI are missing major opportunities because today’s customer service Communicators can boost revenue—if they have the right tools.

In the past, customers generally called the contact center to ask a question or lodge a complaint, but many contemporary consumers reach out for product information or may even be interested in making a purchase. The key to taking advantage of these opportunities is making sure representatives either have the answers to questions at their fingertips or the means to quickly get the call to somebody who can help. Today’s best-in-class contact center vendors have the technology to give Communicators what they need, including:

  • Skills-based routing, which ensures the most complex calls are handled by the best agents and inquiries about billing or product development go to the appropriate personnel.
  • Customer relationship management that includes customer profiles, screen pops and custom scripts for various scenarios, providing the Communicator with the information he or she needs to get maximum value out of every call.
  • Call blending that boosts productivity by allowing Communicators to make outbound calls when inbound activity dips.

If you make the commitment to maintaining a contact center—on your own or partnering with a multi-channel marketing partner—it just makes good business sense to protect and maximize that investment. No executive likes to pass up the opportunity to increase revenue, and with the right technology in your contact center, there’s no reason you have to.

Going Back to School on Contact Center Best Practices

With autumn around the corner, students across the country have grabbed their backpacks and headed back to school for a new year of learning.

For the first few weeks of the school year teachers will review old material to ensure students remember what they learned last year before they move ahead to new topics. In that spirit, we decided that a refresher course on best practices for generating greater contact center services ROI would be a good idea. So let’s start the review!

Have the Right People Answering Calls

Hiring inexperienced or undertrained contact center employees may save you a little money upfront, but in the long run it’s almost certainly going to negatively impact your bottom line. Cultivating relationships with customers and putting them at ease on calls requires an acquired skill set that takes a combination of robust training and work experience. That is why InfoCision works harder to ensure our Communicators are as well prepared as possible to speak to customers. Our contact center workers:

  • Have an average age of over 40 years; an average tenure of more than 4.5 years; and 78 percent are full-time employees
  • Receive up to four months of client-specific training and are brand experts by the time training is complete
  • Are provided the opportunity to earn performance-based compensation and, as such, are committed to the highest level of professionalism

Take a Multichannel Approach 

The ability to gather and analyze large quantities of information is quickly becoming a prerequisite for contact center success. Trying to provide customers with great service—and take advantage of possible opportunities for cross-selling and upselling—without big data analytics today is akin to stumbling around in the dark. Although it may seem like an overwhelming task, a multichannel marketing partner like InfoCision is equipped with the technology and know-how to sort through the noise and pull out actionable data from the mountain of information contact center interactions create.

Don’t Be Afraid to Ask for Help

We hope you’ve enjoyed our brief trip back to the contact center classroom! To find out more about what InfoCision can offer your business, please contact us.  Your company may make a fantastic product or offer a great service that customers love, but that doesn’t necessarily mean that running a contact center is one of your core competencies. Trying to learn how to operate a contact center on the fly or simply “winging it” is not a good idea, just as another company trying to replicate your business model without the necessary expertise would likely end in failure. InfoCision has decades of expertise in customer service and multichannel marketing and can help you establish a first-class contact center.

Embrace Big Data Analytics

Today’s customers expect to be able to reach your company through email, phone calls, social media, direct mail and every other channel known to man. That is an expectation your organization must meet, unless you’re willing to risk losing these consumers to competitors that offer multichannel service. Customer service and marketing are evolving, and the only two options a business has are to adapt or struggle mightily.