Calling All Contact Center Managers: How to Improve Your Quality of Customer Care

A successful, customer-oriented team of contact center agents don’t get that way over night. An expert team requires expert attention from a manager who uses tactful insights and business intelligence resources to the advantage of his or her team. Why is it then, that only 31 percent of organizations closely monitor their quality of customer care? With every lost customer costing a contact center an average of $243, it’s time for mangers to implement tools that aid in monitoring customer care best practices.

Below is a list of tips and tricks to improve quality of customer care and boost profit:

Leverage Data Analytics: Do more for your customers and your employees by supporting your customer care practices with actionable data. For example, combing through large amounts of data can help you create customer profiles and make strategic forecasts and predictions. These data-driven resources will help in targeting the right consumers and offering support in the most suitable way possible for specific demographics.

Celebrate Your Employees: Most workers strive for praise and crave healthy competition. Providing positive feedback on an agent’s successful customer relation will hopefully motivate fellow employees to want to match that level. Additionally, giving praise to those highly-successful employees for the stellar work they do will only inspire them further. Offering feedback will also clearly outline what is working and what is not; for instance, if you celebrate the strategic handling of an agent’s phone call that was at first going downhill, workers will understand what to do next time they are in a similar situation.

Promote Preparedness: There is nothing worse, in the mind of your customers, than a seemingly underprepared contact center agent. Improve your quality of customer care by implementing demographic scripting—a business intelligence tool used to help agents communicate effectively to different groups of consumers.

Next time you get the feeling your quality of customer care is floundering, refer to these helpful tips to get your contact center team up and running at its most efficient pace.

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 DMA and PACE. 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 highest honor, the prestigious Fulcrum Award.

Big Data: What’s All the Fuss?

Big data seems to be among the most popular jargon emerging from the tech industry as of late. Sure, you know what it means. But are you aware of how it can be applied across markets and platforms to improve contact center services ROI for both B2B and B2C companies?

As a business leader, excessive amounts of data can be overwhelming if you’re uncertain of how to sort the information to your advantage. However, as Jonathan Shaw wrote in Harvard Magazine, “humans are far better than computers at seeing patterns.”  If you can break those intimidating piles of data into smaller samples from which you can spot patterns, you will be able to pinpoint the key elements you need for a successful marketing campaign. Customer service now has the ability to become customized service with the helping hand of big data analytics solutions.

At InfoCision, big data, or Business Intelligence as we call it, is used to advance contact center services ROI. Here are two solutions we use to identify customer and market patterns in order to capitalize on ROI:

Customer Profiles: Each time a consumer purchases a particular product, the specifics of the transaction are stored away. Based on that information, organizations can more effectively target consumers in the future. For instance, perhaps our customer’s target demographic is women aged 18-34; however, our Business Intelligence data tells us that they should be marketing for women 25-54 instead. Customer profiles can help the company effectively redirect its marketing campaign, which will in turn maximize ROI.

Demographic Scripting: Collected data helps our Communicators deliver scripts tailored for specific demographic groups based on what has been proven to work in the past. Communicators are able to personalize marketing messages and increase the likelihood of connecting with a customer or prospect. In other words, demographic scripting lets you speak to consumers in a language they will understand.

Big Data: it’s a phrase that is here to stay. So, take full advantage of its presence like we did here at InfoCision. Click here to read even more about contact center services ROI.

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.

 

One-to-One Marketing: Fact or Fiction?

By Steve Brubaker, InfoCision Chief of Staff

If you’ve heard about one-to-one marketing and are still a little skeptical, I understand. After all, it’s difficult to believe that it’s possible to deliver such personalized attention to each individual customer or prospect. Even if you’ve heard that your competition is engaged in one-to-one marketing, you may not yet be convinced that it is truly possible. The fact is, however, that today’s technology makes it a reality.

For instance, InfoCision offers multichannel marketing solutions that can help your company target consumers individually based on a wide variety of characteristics. Using our business intelligence and data analytics solutions, we highlight meaningful information that enhances your marketing campaign. We achieve one-to-one marketing using tools like:

  • Predictive Models that use customer data to predict future purchasing behavior
  • Customer profiles created by using data to determine similar attributes of people who take specific actions
  • Market segmentation, or the process of taking a list of people and grouping them together based on shared attributes
  • Demographic Scripting that presents varied messages to consumers with different interests and needs based on factors like age and geographic location

Combining these powerful business intelligence tools allows your business to make sense of mountains of data and hone in on customers in a way you might not have thought was possible. And when you partner with InfoCision, you’ll never be short on prospects to target as our Consumer Database contains over 200 million records, as well as demographic (attributes such as age, gender, geographic location) and psychographic (attributes such as lifestyle, values, preferences) data.

The more personal your marketing efforts feel to customers, the more likely they are to feel that you understand their needs. Establishing that personal connection between your company and the customer is what helps create loyalty—something that benefits any 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.