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!

Ask Yourself: How Hard Are You Working for Your Customers This Labor Day?

Near the close of summer every year Americans honor our hard-working spirit on Labor Day. If you run a successful business, you’ve almost certainly put in long hours and gone above and beyond in your quest to create an outstanding product or service. But as you enjoy the holiday this year, we encourage you to think about how hard you are working for your customers as well.

Although customers don’t always see everything you do for them behind the scenes, they do understand full well the difference between great and mediocre service. That’s why it’s so important to align the most qualified people in your contact center with access to the most advanced tools available today. Some of these tools include:

  • A skills-based routing  system that matches Communicators with inbound and outbound calls based on the program-specific training they receive and the proficiency they show for particular types of calls
  • IVR technology that gives callers simple, efficient options for accessing information that doesn’t require the assistance of a Communicator
  •  CRM that allows your employees to tailor customer service and marketing personally to the needs of individual consumers

In general, the amount of time and effort you put into your customer service is inversely proportional to how difficult it is for your customers to get the information or assistance they need. And, quite simply, customers no longer have the patience to wait for service. As customer service expert Micah Solomon explained in a recent Forbes blog post, responding to an online service request within a day is no longer anything to write home about.

“‘We respond to all inquiries within 24 hours’ means you’re answering in about 46 days, I figure, if you do the conversion to Internet time,” he writes. “It’s simply not good enough.”

So as you take a little time for yourself this Labor Day, think about what you expect as a customer yourself, and then consider whether you are working hard to ensure your company meets that same standard.

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?