Since businesses are becoming more customer-centric these days, they do not want to leave any stone unturned in order to provide complete satisfaction to their clients. The quality of call center services provided determine the probability of customers who choose to stick to your brand. This calls for the need to unleash the full potential of contact center services to make an easy pathway towards providing better services to the customers.
Here we have tried to cover some of the best basic features of contact center solution which one must choose for their business.
Below are Must-Have Features of Contact Center Solution
1. Automatic Call Distributor (ACD):
Automatic Call Distributor is considered as the backbone of the call center. Generally, the call centers are flooded with large volumes of incoming calls but ACD helps in organizing things in a systematic manner. This telephony system helps in routing/ dispersing calls to the most suitable agent or the department within the company.
2. Interactive Voice Response (IVR):
You all must have experienced IVR system at some point of time while trying to contact any call center. After the IVR greetings, the customer is given the option to choose the appropriate field in which they need some help. Depending upon the selection, the call is then routed to the most appropriate department or the field.
Speech-enabled IVR such as Text-to-speech and Automatic Speech Recognition are also available for IVR routing.
3. Business Tools Integration:
Here is a way to revamp the idea of call centers altogether by integrating call center software solutions with business tools. CRMs, help desks, marketing software, chat systems, and e-commerce platforms are the most common business tools deployed. With this integration, the call center agent would be able to gather all sorts of information about the customers from purchase history, to voicemail, notes, chat transcripts, etc., in order to offer customized services to the customers.
4. Omni-Channel Contact Center:
The customers today demand receptivity and responsiveness in communicating easily with the contact center agents. Omnichannel contact center solution enables information integration across various channels and takes customer’s experience to an altogether different level. Throughout the entire lifecycle of customer communication, the information keeps on integrating whatever the mode of communication is chosen for the subsequent times, and without the customer having to repeat the details again and again. A consistency is maintained and it offers an organized way of dealing with the customers.
5. Reporting and Monitoring:
A number of variables and real-time dynamics play an indispensably important role in determining the performance and productivity of the contact center. Traditionally, the reports and charts could not help in capturing dynamic information effectively. Therefore, today, contact center managers need interactive tools to analyze dynamic information. Dashboards, information portals, and dynamic visualizations help in giving a quick oversight of business dynamics, making comparisons by examining data, quickly identifying and resolving issues and taking effective business decisions.
6. Contact Center Analytics:
To pave a pathway to success, it is important to analyze and profoundly examine the customer’s behavior and the updated trends and patterns that they follow. For that purpose, the managers must have access to comprehensive metrics including call volume, abandonment time, handle time, First Contact Resolution etc. so they can make data-driven decisions for a measurable impact on the contact center as a whole.
7. Call Recording Feature:
Today, with the increasing emphasis on improving customer service and complying with corporate governance policies, the contact center managers have realized the need to record and analyze customer’s interactions. Furthermore, this dynamic information can be used as business intelligence source to have a thorough customer analysis and also sometimes for legal compliance.
Call recording allows you to live monitor your agents, listen to recordings, conduct quality control, record data for any future dispute resolution and much more.
8. Remote Working Capability:
The remote working is the present and future of workspaces. And, this norm makes communication and collaboration mandatory and more pressing. In fact, the distributed workforce needs to get connected consistently to remain communication intact. A softphone is one such communication tool that has the agile remote working capability and user-friendly interface- that implies no need of knocking at your IT team door. Simply, download it from the web, install it, and use it. One more edge- it can be easily connected, even configured with all settings of your workstation PBX. Yes, use your same contact database, PBX features, and the additional features of a softphone (HD voice/video calls, chat, conferencing call, screen sharing, etc.) on your device.
Despite lockdown measures being relaxed, industries and businesses are still under considerable strain to try and cope with the added pressures: whether it be staff shortages, supply chain issues or working through the complications of remote working.
Staff shortages continue to be a particular challenge for contact centres, especially as this is a time when they are arguably at their busiest. Customers are seeking crucial information, looking to cancel contracts, save money, or even just find out where they stand on an issue. The last thing they want is the additional stress of not being able to speak to someone, waiting hours on hold, or not having their questions answered.
The importance of customer analytics to help find the pain points customers are experiencing and to address them quickly, cannot be overstated and needs to be used more widely. Over the last few months, customers have been at their most vulnerable and liable to look for alternative services if they are dissatisfied with their current service. As PWC found, 32% of customers would stop doing business with a brand – even one they loved – after just one bad experience.
The importance of customer experience
Customer experience is, of course, a priority for contact centres. Agents are on the frontline, both being the first representation of business and having control of what that first interaction with the customer will be like.
Because of this, the pressure sits on their shoulders to ensure that customers have the best experience, their questions are answered and they leave the interaction more than satisfied. We just have to look at the impact of bad customer experience, which costs UK brands alone, £234 billion a year in lost sales, to understand just how important customer experience is.
Understanding what the customer wants, and just as importantly, what the customer does not want, is crucial. This can be achieved through effective evaluation of all forms of customer interactions: from email and SMS to Interactive Voice Response (IVR) and customer calls.
Even combining omni-channel text platforms with voice data from customer calls can provide a rich data set for contact centres. It gives contact centres access to unfiltered data on the voice and tone of the customer and can help to improve the customer experience. However, improving customer experience is challenging to do efficiently. The need for analytics is the key here as this data can inform front line customer service agents to adjust their response to the customer in real-time.
The need for analytics
By using voice technology to transform call recordings into a rich text format makes it easier to search for specific information, to derive sentiment from the customer’s voice, and to make voice data immediately accessible. Transcripts from calls not only enable analytics but make this process possible at scale.
However, despite the clear advantages, contact centres still only analyse less than 3% of interactions. The reasons for this are two-fold: the cost and complexities of analysing so much data and the capacity to action the findings. But by only analysing such a small percentage, companies are missing out on a wealth of information provided by the voice of the customer.
To improve customer experiences and engagement, contact centres need to make the most of the data they have to make data-driven decisions. Analytics can help with that and also provides considerable efficiencies for contact centres, such as giving a 360 view of the customer, helping to speed up disputes, and improving customer satisfaction.
Voice analytics systems can even pick up spoken keywords to assess the topic being discussed and the emotional character of the conversation, and thus identify areas where the contact staff may need additional training, especially with handling difficult calls.
These systems can also isolate frequently used words and phrases within a given duration and pick up on changes in consumer behaviour during an interaction. This then helps organisations to better address where customer vulnerabilities lie and adjust interactions and outputs accordingly.
This automation could be transformative for contact centres. Besides speeding up interactions, the technology has the ability to understand exactly what someone is asking regardless of native language, dialect or context.
By analysing the voice of the customer to agents and internal processes, analytics empowers contact centres to improve customer experience. Analytics enable brands to transform bad experiences into good ones to improve the overall experience and crucially, retain customers.