Technology has made it possible. Today, every small business can access advanced tools to manage and improve their inbound and outbound calls. Take Big Basket, for example. 10 years back, they had just 7 agents for customer service. They took advantage of cloud contact center software to ensure stellar service. (Today they use the same technology to manage 700 agents across two cities.) Or our other client, Prop Tiger, who used our software to optimize their sales right from the start. Some of our clients have only 1-10 people answering or making calls. And even those staff have other job roles. So do they compromise on efficiency or customer experience? No, they don’t. Because, whatever your size (or sector), customer interactions are important. Learn what edge technology gives you. Know the features your small business must have in their call center software, so that: You never miss a customer or a lead. You utilize employee time optimally. You keep a track of all your calls. And get insights needed to drive better customer experience. With zero investment in infrastructure or training. FEATURE 1: CLOUD PLATFORM Ensure Zero Capex, Easy Scalability and Flexibility Zero Capex: With cloud contact center software, you don’t need to invest in any infrastructure or maintenance. Just use your internet browser to login and setup your account in minutes. Easy Scalability: You can easily add more agents. Our clients have scaled from 4 agents to 400 on the same platform. And it’s just as easy to remove agents. Flexibility: Access your contact center from anywhere. Sales reps can attend calls on the move. Agents can work from home or remote offices. And, you can supervise everyone from anywhere. FEATURE 2: IVR & AUTOMATIC CALL ROUTING Connect Callers Faster Customers are impatient, don’t keep them waiting. Your small business call center software should have easy-to-setup IVR and intelligent call routing. Set up an automated greeting in minutes. The IVR will give callers menu options. The intelligent call routing will check skill and agent availability to queue caller optimally. It will divide workload evenly amongst agents and ensures minimum wait times. FEATURE 3: Reporting Track Customer Experience and Agent Efficiency You should be able to login to your contact center software at any time for reports and call recordings. Customer experience: Keep tabs on your customer experience with metrics like First call resolution, Average Time in Queue and Average Abandonment rates. Use it to ensure callbacks. And plan better. Agent efficiency: Are your agents overworked or underworked? Know the number of calls received/attended, Average speed of answer and average call times. Use reports to track performance, improve feedback and plan better. Use call recordings to train agents better. FEATURE 4: DIALERS Automate Outbound Calling. Are your reps wasting time scrolling through database and painstakingly keying in numbers? This is both frustrating and wasteful. Ensure that your contact center has Auto dialer. Automate call lists for 30% greater efficiency. And let your reps focus on conversions. FEATURE 5: SEAMLESS CRM [...]
What is IVR? 'Welcome to XYZ business, the world’s best business. For customer support executives dial 1. For sales, dial 2.' At some point, we have all heard this automated voice greet us. When we dial a number on our keypad, it seems to connect us to the right department. This is the IVR/IVRS or integrated voice response system. An IVR can be simple (as in the example above) or multi level. For example, 'Welcome to XYZ bank, India’s finest banking service. If you have your customer identification number dial 1; If you want to find out about any XYZ product, dial 2. To report loss of a card dial 3. At any point during this call, dial 9 to speak to a phone banker.' This kind of IVR is reduces agent work. It tries to gauge caller intention by giving pre-defined options and helps prioritize the call. It can be quite complex and detailed. When you dial 1, for example, you could verify identification details and check your account balance—without engaging an agent at all. When you dial 2, you may get more menu options to choose from. Dialing 3 would be an emergency, and would be treated faster. Why should your business have an IVR? 7 reasons and use cases - As shown in the above examples, an IVR doesn’t just make a business seem more professional. We’ve been successfully deploying IVR for our clients for over ten years. And here is what all we’ve seen it do: 1. Allow more self-service options for your customer. A customer often just wants to check delivery status or bank balance or other details without really interacting with a person. According to a Loudhouse survey, depending on their age, 44%-60% customers desire self-service options. Plus self-service reduces workload—making it efficient for your business too. Your IVR can give a number of self service options. Quick Case Study: As a part of Project Rise, Monsanto’s customized IVR application reached out to over 3mn farmers across India. The IVR resolved farmer queries, provided weather updates & pricing information. 2. Organize your call routing & improve Customer Experience. Intelligent call routing can help your customers connect to the right agent. Combined with other tools this can drastically improve customer experience. Quick Case Study: Customers call your contact center to have problems solved. The faster you do this, the happier your customer. FTR or first time resolution calculates how often you achieve this. Big Basket was able to deploy Ozonetel’s IVR + contact center solution to achieve an Industry leading FTR of 85%. 3. Prioritize calls. Is the incoming call urgent? Is it a valuable customer calling? Or a hot lead, ready to close a deal? Or does someone need emergency services? An IVR can combine with contact center tools, and even your CRM, to prioritize your calls. Quick Case Study: CIDCO needed to establish a center for citizens to get assistance during emergencies. Their IVR with automated call flow, increased efficiency and significantly decreased turnaround times in response to emergency [...]
What is FCR? Do your agents solve customers’ problems–without escalating or transferring– in the very first call? This is what FCR, or First Call Resolution measures. It is a key metric to measure: How effective is your customer support? How efficient are your agents? How good is your customer experience? It therefore is an important KPI for your customer support/contact center. How to measure FCR? There is more than one way to define and measure your FCR. If you are not aware of all the variables, your FCR may not give you a precise picture. Here are the main considerations: What constitutes a first call resolution? We define a first call resolution as one where there is no repeat call, escalation or transfer. But you need to fine- tune the definition. Consider this: What is a repeat call? If a customer calls back within 2 hours, for some other issue, how will you ensure it isn’t logged as a repeat call? If they call back after a week on the same issue, will that be logged as a repeat call? This would depend on what product you provide support for. So it is up to you to define the specifics. What is an escalation/transfer? If a manager uses barge-in or call whisper to help an agent during a call, will it be considered an escalation? A caller may have called the wrong department, or may need help from more than one departments to solve their problem. If your agent, conferences in a colleague from the correct department to resolve the issue, will it be considered a transfer? If an agent conferences in a superior to resolve the issue, will it be considered an escalation? Who identifies the resolution? Who decides if a call is being resolved satisfactorily? Consider these 3 ways: Your agent can mark a call as resolved or not, at the end of the call. Since it is in the agent’s best interest to mark a call as resolved, your results could be skewed. Your system can double check your agent, by “unmarking” the solution if there is a repeat call. Your QA team or a speech analytics system, could double check the agents remarks too. CSAT survey. At the end of the call, the customer can answer a quick IVR survey or SMS to confirm if their issue was resolved. The drawback to this system is that not all customers will answer these surveys Speech analytics. Speech analytics is an accurate, impartial way to check your resolutions. If your agent asks: Have I fully resolved your query? Your speech analytics will automatically login positive responses (“yes”, “mm..hmm”, “sure”, “of course” etc) as a resolved call, and any other response as an unresolved call. Of course, you can also combine the above methods to identify resolutions accurately. Are all your channels being monitored? Sometimes the first phone call is an escalation. The customer may already have contacted you via your chat window, email or social media. Or if [...]
Sure, you got yourself a CRM, and it’s really helped consolidate your customer data. But how can you use this data to improve conversations? Can you use it to shorten your sales cycle? Can you organize calls better and convert faster? Yes, you can. Learn from our clients who integrate telephony with CRM to improve sales in these 9 practical ways: 1.Convert faster. Push web leads to sales in real time. Our customers ensure that a sales representative is alerted the instant a webform is filled up. As soon as they get a web lead, it reflects in their CRM. From here, Kookoo is programmed to automatically send the agent a voice alert. The alert gives the rep all important customer details. The rep just has to click to call. And if they don’t? The lead simply passes on to the next rep on the team, and so on, until someone contacts the lead. 2.Campaign better. Follow up email campaigns in a click. CRM users collect data on their email campaigns. Our clients use this data to automate follow-up calls with hot leads. They just push all leads that opened their emails to Kookoo’s auto dialer. The dialer takes care of connecting free sales reps to leads for personalized one-on-one follow up calls. Our clients often use this feature for organizing meetups and demos. 3.Don’t miss out. Catch incoming leads 24/7. Abandoned calls can lose you an important lead. Missed calls during holidays, after-hours and weekends also cost you conversions. Our clients use automated voice mail alerts to ensure this never happens to them. After 2-3 rings calls divert to voice mail. A ticket is automatically created in our client’s CRM. And they get an instant email alert. The email contains the phone number, ticket number and a transcription of the message—so they never really miss a call. 4.Call faster. Call directly from your contacts page. Toggling between windows is really unproductive. Especially when you are a sales rep with many calls to make. That’s why our clients use Kookoo to call directly from their CRM window. They can access all advance call features from here including transfer, mute, hold and record features. 5.Converse better. Keep reps informed with Screenpops. Draw on your CRM data for better conversations. Whether you make or take a call from your CRM contact page or your Kookoo agent window— a screenpop with all customer details automatically opens out in your sales rep’s screen. 6.Get mobile. Notify reps on the go. Most of our client’s sales reps are always on the go. They use Kookoo’s mobile follow me to ensure that they get lead alerts wherever they are. And can access customer info wherever they are. 7. Don’t waste staff time. Calls automatically log into your CRM. Kookoo integrates seamlessly with your CRM. So that every call automatically logs into your CRM. Any details your agents fill in get updated in your CRM automatically. New numbers generate a new ticket automatically. 8. Maximize productivity. [...]
Sentiment analysis instantly evaluates customer tone in a call. Currently, Ozonetel’s system is using this to judge a call sentiment as positive, negative or neutral. It is able to categorize this with a nearly 85% accuracy. This gives management a new filter to: Analyze Agent performance. Your smart contact center can see how many calls changed from neutral to angry. How many calls changed from angry to happy/neutral. And how many calls changed from neutral to happy. This gives you a new metric to judge agent performance and skill. Train better. Recordings where customers are converted from angry to happy can picked out in seconds and used to train agents. Reliably and impartially evaluate customer experience. Customer experience cannot be evaluated by going through just 5% of your recordings. But this is usually how many recordings a quality team can go through. Your sentiment analysis can go through 100% calls. You can get overall customer satisfaction indices that are impartial and thorough. Find the root cause of negative (and positive customer) experiences. Now you can separate positive customer experiences from negative ones in minutes and then again use analytics to derive the reason behind the successes or failures, in minutes. Get product and service insights. You can filter angry customer calls and check for keywords like “complain” and to find product/service flaws.