How to Take Complete Benefit of Your Call Center Solution?
Posted: Jul 06, 2019
Call center solution comes in various types with a wide variety of features. The intelligent call center software is one of the most advanced and in-demand call center solution. 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 center fails to use the complete potential of this extremely powerful tool. Thus, to benefit all call centers, this article shares the top 3 best practices and tips that can be used to leverage the complete benefit of the call center solution and increase ROI.
1. Use advanced routing rules
A call 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
- Round robin call routing
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 works the best for you than using a default call distribution mode in the call center solution.
2. Use the most suitable dialer
The call center software comes with different dialers to support outbound calling campaigns and intelligent call center software comes with even more dialer such as,
- Predictive dialer
- Manual dialer
- Preview dialer
- Auto dialer
- Power dialer
According to the statistics, the predictive dialer is the best and it increases productivity in 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 insights to choose the most beneficial dialer for any outbound calling campaign.
3. Train and coach agents
No matter how great your call 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 call center solution 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 call center solution and use its full power to increase ROI.
Samir is working in a VoIP company that offers solutions like broadcasting solution, call accounting system, live call monitoring, call center solution and other solutions.