How Take Complete Benefit of Your Contact Center Solution?
Posted: Aug 26, 2018
Contact center solution is call center software with all different communication channels like, voice call, email, SMS, fax, chat, etc. Thus, contact center solution is very powerful tool for a call center. It can be used to increase ROI for any sized and scaled call center that runs campaigns for customer care, lead generation, etc. However, often call centers fail to use the complete potential of this extremely powerful tool. Thus, to benefit all call centers, this article shares top 3 best practices and tips that can be used to leverage the complete benefit of the contact center solution and increase ROI.
1. Use advanced routing rules
A contact center solution comes with many different routing rules. Some of the most common call routing rules that you will find in almost all call center software are listed below:
- Automated call routing
- Advanced call distribution
- Skill based routing
- Sticky agent
Each of these routing rules has its own pros and you must identify the best call routing rule for your campaigns. You can take consultancy service of your call center software provider or try different call routing rules to identify the one which work the best for you than using a default call distribution mode of call center solution.
2. Use the most suitable dialer
The call center software comes with different dialers to support outbound calling campaigns such as,
- Predictive dialer
- Manual dialer
- Preview dialer
According to the statistics, predictive dialer is the best and it increases productivity of the call center. However, there can be some campaigns and scenarios in which manual and preview dialers give better ROI than predictive dialer. Thus, use available insight to choose the most beneficial dialer for any outbound calling campaign.
3. Train and coach agents
No matter how great your contact center solution is, if your agents are not familiar with different features and don’t know the best practices to use it, then your investments will not give good returns. You have to train your agents and make them familiar with different features and modules of the call center software. There should be predefined best practices that the agents must follow to maintain uniformity of the records across the platform. You should also review the records and reports to identify the weaknesses of your agents and based on the collected insights you must devise training programs to coach the agents. This will increase the productivity, revenues and ultimately ROI of the call center.
Each contact center solution, whether it is a call center software developed for global call centers or contact center solution India that is developed specifically for Indian call center, comes with amazing features and modules. Each module has its own benefits and you must spend some time in researching the available data and reports to identify the power of different features of the call center solution. You can also take the help of a consultant. This will let you make the most out of your contact center solution and use its full power to increase ROI.
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