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

Contact Center ROI in the 21st Century

Perhaps the three most sought-after—and often elusive—letters in business are ROI. Companies are constantly on the lookout for ways to increase investments they make in any aspect of their business, and the contact center is certainly no different.

After years of feeling around in the dark for solutions that drive contact center ROI, businesses finally have access to evidence-based strategies that have been proven to work. In other words, companies willing to move their contact center operations into the 21st century stand to boost their bottom lines.

For example, according to a recent study by research firm McKinsey, better marketing analytics can increase returns by 10-20 percent. Companies that use business intelligence organizations can drill down on what specific tactics work for different demographics and achieve one-to-one marketing for each individual prospect or existing customer.

End-to-end customer relationship management (CRM) is also a “must-have” for businesses looking to boost returns in the contact center. With software that tracks customer information and interaction history, contact centers can increase efficiency, boost revenue and cut costs in a number of ways, including:

  • Reducing hold times, thus allowing Communicators to handle more calls
  • Identifying new sales opportunities that help generate more revenue
  • Creating customized scripts and best practices that help foster great customer relationships

In today’s multichannel environment, more is expected from the contact center than ever before. Facilities are tasked with providing top-of-the-line customer service, closing sales, compiling and analyzing information and more. Fortunately, for contact center managers feeling the pressure of expectations, taking on a multichannel marketing partner can provide the tools necessary to send ROI soaring.

So, is your company’s contact center ready to fly?

Three Keys to Contact Center ROI Success

If your contact center has been simply plodding along operating at an adequate but monotonous level, perhaps it’s time to re-examine your approach. Every organization would like to generate a greater contact center ROI, driven by hard statistics like the one from a CEI survey stating that 86 percent of buyers will pay more for a better customer experience.

But if building or expanding these customer communication hubs isn’t one of your core competencies, you may be struggling with exactly how to create those experiences. Fortunately, at InfoCision, we’ve been helping businesses maximize their return on contact centers for over 30 years. Here are our “must-haves” for organizations looking to start on the road towards ROI success:

Customizable solutions

A once-size-fits-all approach is generally not a good idea for any aspect of business, and the same holds true for contact centers. With flexible software like InfoCision’s proprietary CRM solution “Inscription,” your contact center can create comprehensive customer profiles consisting of only the information you deem important for your Communicators. You can also create a script that relays a specific brand message and tweak that message on the fly as circumstances dictate.

Ability to fine tune processes

At InfoCision, we believe in testing contact center and telemarketing strategies before they go live on a full-scale basis. We test the program step by step in a controlled environment, making improvements based first and foremost on results. Only once results are optimized in a controlled setting do we roll out in full.

Ongoing Quality Assurance (QA)

Establishing quality is only the beginning for contact center success. A multi-tiered approach to QA ensures that everyone from managers to expert Communicators to trainees do everything possible to keep customer service at the highest levels. Additionally, an independent group of QA professionals is critical as an outside, objective observer and brings added, much-needed perspective.

Click here to learn start boosting your contact center ROI with help from InfoCision.

How a One Stop Shop Contact Center Solutions Provider Can Help Maximize ROI

For years, contact centers consisted primarily of agents who fielded incoming calls and did their best to resolve customer inquiries or concerns. As contact center managers are well aware, however, businesses today are expected to interact with customers through a variety of channels, both for inbound and outbound communications.

In other words, the contact center is changing. Your business needs to keep up to ensure both operational and financial sustainability, and that means maximizing the return on investment (ROI) of your contact center services. Fortunately, there are comprehensive solutions available to help companies do just this.

So, what kinds of solutions are at business owners’ disposals? The kinds offered by a one stop shop contact center technology vendor that help streamline operations. That’s because these types of solutions free businesses from the hassle of relying on several different providers for the capabilities they need. A comprehensive suite of contact center solutions offered by an all-inclusive vendor enables you to capitalize on your business’ strengths and close the gaps on any potential areas of weakness.

For example, if you know that self-service is going to be a huge 2014 initiative of yours, you can optimize for interactive voice response (IVR) over in-person consulting without a hitch. After all, almost half of companies currently offering Web or mobile self-service reported an increase in site traffic and reduced phone inquiries, according to research from CRM Magazine. Perhaps you want to improve your own site traffic; with a one-stop-shop vendor that offers everything your call center could need, that’s never a problem.

A comprehensive, fully baked solution also helps improve the return on investment of your agents’ time. Consider the following:

Faster Resolution Rates: We’ve all been caught in the tangled web of call center transfers. Think back on the experience yourself: did it make you want to stick with the company or ditch it? In fact, 26 percent of consumers have experienced being transferred between agents without any resolution of their problem, according to the 2012 Global Customer Service Barometer. In an age of instant gratification, a faster resolution rate is an absolute must and is an outcome afforded by a vendor who offers a plethora of contact channels for use.

Happier Agents:  A recent study commissioned by WhitePages found that 60 percent of contact center managers feel they are unable to deliver actionable customer service information to agents due to data overload and a lack of focus on customer satisfaction. This lack of focus will do everything but motivate your agents. And, according to ICMI’s 2013 Multichannel Agent Report, 85 percent of contact centers believe that happy agents make happy customers. Bridge this gap by not only providing next-generation multichannel contact center services, but effectively training your agents with the right tools and strategies to optimally use them. Taking both of these steps is what will ultimately yield higher ROI of your contact center services.

Contact center ROI is no joking matter. If your company isn’t keeping up, it’s slipping farther behind in the game. What’s your plan of attack?