Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most callable records, figuring out the best times to call your campaigns, discovering who is most likely to buy your product or donate to your organization, proactively predicting the best Communicator to handle each phone call, or targeting businesses within a given area.

Most recently, we have been able to provide our call centers with the capability to see key KPIs that would help them manage their center more efficiently. These dashboards give them the ability to see a quick snapshot of such metrics as retention, hours tracking, management ratio, program results, and other important factors that are crucial in the day-to-day management of Communicators and programs.  They also have the ability to drill down into reporting connected to the dashboard to get a more detailed view and help pinpoint opportunities for improvement in a more timely fashion.

Tools like these are just an example of how we have been able to successfully build analytical solutions that are both real-time and usable, equating to smarter spending of your investment with us, achieving the best results possible and maximizing your ROI.

Work at Home – Flexibility in the Contact Center Space

Providing flexibility for a workforce is paramount to the long-term satisfaction of many employees in today’s job market. At InfoCision, we have an entire program that offers our contact center staff the option to work from the convenience of their home in a virtual call center environment.

Our staff involved in this unique program receive their initial training in a web-based environment and learn to make the same calls as our traditional agents, just from the comfort of their own homes. This provides an opportunity for people who may not be able to work outside the home otherwise. It also delivers other benefits, like not wasting time commuting back and forth to work, not having a dress code to follow, and saving money on gas and vehicle maintenance. 

Having a work at home program not only encourages employee satisfaction, but also ensures that we have the flexibility and capacity to meet staffing requirements, enabling us to provide excellent customer service and unparalleled ROI. 

 

Keep The Creativity Coming!

In business, especially in the contact center space, it’s easy for teams to keep doing business as usual once they learn what works.  A good contact center knows their customers, all the ins and outs of their proprietary technology, and has developed an array of standardized strategies for handling challenges. However, when the ultimate desire is for a business to grow, the flow of creative ideas in every realm of the business must not only continue, but flourish.

At InfoCision, our team of marketers constantly tests new ideas, in a way that can be measured and replicated. This includes considering all aspects of the customer experience, examining and testing at all levels within the myriad of multi-channel solutions available: scripts, letter packages, call routing strategies, training materials, reporting techniques, hiring and retention, quality measurements, even ancillary services. Creativity involves utilizing our Business Analytics department to provide demographic and transactional data modeling or run a variety of scenarios to generate alternate probabilities and outcomes.  All our insights and findings are used to develop best practices, which are constantly examined for relevancy and adjusted with fine-tuning.

Having a culture of operational excellence, combined with the ingenuity and aptitude for continual testing across departments, enables us to provide excellent customer service and unmatched ROI.

 

 

The Phone is Still Vital for Your Business

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

Three R’s of Contact Center Success: Relationships, Retention, ROI

The goal of any contact center is to provide effective assistance to customers, which in turn maximizes businesses’ contact center services ROI. So, what’s ROI made of? In truth they can be boiled down into three R’s: relationships, retention, and ROI. It is vital that contact center managers take these three elements into account when building out their training and coaching best practices.

Relationships

It is incredibly important for agents to build relationships with their clients in order to provide effective assistance and stimulate heightened customer retention. After all, the more agents understand about their customer, the more likely they will be to be able to understand the problem and help them more efficiently. There are many ways agents can build effective relationships with customers such as garnering insights from their social media conversations, engaging in friendly conversation to personalize their experience and demonstrate empathy and compassion for the consumer.

Retention

Consistently establishing positive relationships with consumers will lead to greater customer retention, a key facet in maximizing contact center services ROI. Any successful business must retain its customers; the value of having a loyal group of customers providing repeat business cannot be overstated. After all, retaining prior customers is far more inexpensive than signing new ones, according to Forbes. Successful customer retention is part of how companies can maximize contact center services ROI. Providing prompt, personalized, and efficient customer service will keep customers satisfied and coming back to your business. This, of course, is all in hopes of creating a strong word of mouth campaign amongst consumers, attracting even more business.

ROI

Just as fostering relationships with clients leads to greater customer retention, greater customer retention yields greater ROI from contact center services. When customers are satisfied, they return to the same company, and as they do, profits increase. Contact centers can increase their revenue by improving their internal practices. Merely training agents to build positive relationships with clients, for example can lead to increased customer retention and ROI.

So keep yours goals within reach by keeping the three Rs of contact center success at the forefront of your mind.

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.

 

Transitioning Customers from ‘Like’ to ‘Love’

What’s better than a bouquet of roses or a heart-shaped box of chocolates on February, 14th? In my opinion, it’s unmatched quality of customer service.

A recent Forrester blog suggested that in 2015 companies will aggregate more information from CRM platforms in order to improve the customer experience. In other words, this year the contact center is going to be defined by going that extra mile to improve customer relationships to transition first-time prospects into loyal brand proponents.

Executives should be focusing on what they can do to ensure consumer retention. It’s no secret that the quality of customer service directly affects your ROI. Providing exceptional service is vital to a company’s future development.

So, what more can your company do to encourage customers cross the line from ‘like’ to ‘love?’ Here are a few suggestions:

  • Utilize Business Analytics: Collecting and leveraging relevant data and analytics can help immediately improve your understanding of consumer behavior and habits. For instance, do your customers prefer live chat over phone calls to solve queries? When you understand the trends of your client base, you’ll be able to offer more tailored customer service.
  • Appreciate Your Employees: Satisfied and fulfilled employees produce higher quality service for your organization, a topic we cover frequently on this So prioritize internal corporate culture as much as you do stellar customer service. It’s the small things like celebrating a top-notch customer interaction or a new sale deal that will make the difference.
  • Provide Expert Training to Your Operators: Rather than having a contact center use a blanket script for all consumers, customize your scripts for the various demographics you touch. Businesses that outsource contact center operations must care about cultivating the right voice for their brand in order to maintain a positive reputation. At InfoCision, we go beyond the typical phone operator standard by staffing our facilities with expertly trained Communicators who provide personalized customer service based on specific client demographics.

The question remains: how are you going to spread the love this year? Comment in the box below and tell us how you’re going to improve your quality of customer service this month and beyond!

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.

Choosing a Contact Center Partner: Why Experience Counts

Understanding organizational limitations is a crucial requirement for a successful executive. If you’ve determined that your organization needs some outside assistance from a multichannel marketing partner to boost your contact center services ROI, you probably did so with the understanding that operating a call center is not among your core competencies.

You won’t have any shortage of options out there as you look for potential partner organizations: So how do you make a decision? As in any business relationship, vetting the vendor to determine how successful it’s been previously is always a good idea.

In the contact center space in particular, taking a close look at an organization’s history is crucial; the industry has and will continue to evolve quickly, so it’s important to know that a potential partner has been able to successfully adjust to new trends and technologies through the years.

In addition to adjusting to the industry as a whole, contact center services vendors with a history have had time to refine their hiring, training and quality assurance best practices. For instance, InfoCision provides exceptional Communicators—rather than merely call center representatives. These professionals are more than agents; they become true brand ambassadors for your business after receiving several months of training on your specific messaging. In other words, Communicators feel more like your own employees rather than outsourced workers.

Now you may be asking: “Does experience alone ensure a partner will meet my needs?” The answer is no, but an experienced partner with a proven track record of excellence and success guarantees a partner will do right by your organization. So be sure to do your homework before you sign on the dotted line.

If you’re interested in learning more about InfoCision’s history, click here.

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.

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.

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.