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.

 

Happy Employees: The Underrated Business Key

A positive work environment filled with happy employees makes going to work every day a much more pleasant experience. But what some business owners may not know is that happy, more fulfilled workers are also more productive.

The proof is in the numbers: revenue for Fortune’s list of “100 Best Companies to Work For” increased by an average of 22.2 percent last year. So, how can companies create happy workers? Here are a few of the best ways:

Help with work-life balance

Providing employees with a work-life balance helps ease employee stress, particularly in a highly pressurized environment like the contact center. Communicators like to feel cared for by their employer, and when they do, businesses tend to see improved contact center ROI. Companies can help foster that feeling amongst their employees with benefits like:

  • Wellness programs
  • On-site childcare
  • On-site fitness centers

Reward excellence

Acknowledgement of a job well done is often an extremely meaningful experience for an employee. Offering rewards and recognition for employees who achieve at a high level not only makes that individual feel appreciated, but it also inspires other workers to step up their game.

Always keep the office door open

Employees find comfort knowing they can talk to their superiors about issues in the office or non-work-related issues. Open dialogue is critical to creating an atmosphere where workers feel comfortable speaking their minds. Honest, accurate feedback is always the best way to improve operations, but if employees don’t feel safe expressing opinions, making those improvements becomes much more difficult.

Of course, these are just a few of the ways businesses can help create a culture of happiness. As every company is different, the most important thing is not the specific approach a company takes but rather that it truly values employees. With a win-win for employers and employees, everyone is happy.