Cole calls his favourite restaurant. Almost immediately, Nia answers and greets him by name. Cole isn’t surprised, since he is used to Nia taking his order. He orders his usual. She remembers his gluten intolerance and pencils in special orders for the chef. He takes her recommendation for desert, and within the next few seconds, she reconfirms the delivery address and closes the call. This hyper personalization is a key reason why Cole remains a loyal customer. CTI applications are the secret sauce that powers multiple examples of stellar customer support. CTI applications can improve sales, support and agent efficiency. What is CTI? CTI or Computer Telephone Integration, as the name suggests, simply means integrating your phone system with your computer. Also known as call telephony, it gives you a wide variety of business benefits including being able to recognize callers, provide IVR, match caller to their customer records, as well as track call recording, missed calls and agent performance on each call. 4 BUSINESS APPLICATIONS OF CTI Are you able to track data after a busy day of receiving calls and answering them? Can you analyze this data at the touch of a button? Does the CRM system you currently use give you an edge over your competitor? Does it help improve your response time? And most importantly, does it help you resolve issues faster? CTI or Call Telephony integrations can help you achieve all this and more. Here are 6 powerful business applications of Computer Telephone Integrations in your call center: APPLICATION 1: RECOGNISE CALLERS & ROUTE CALLS BETTER CTI makes it possible to draw information from your internal database/CRM or Ticketing system to recognize callers from their phone numbers. ACD or Automated Call Distribution is used to transfer inbound calls to the right agent. Calls can be routed based on a variety of factors including time-of-day, agent’s skills, or campaign. VIP Routing is another option. many of our clients use VIP routing to prioritize customers based on past average order value. When the customer calls, the IVR uses customer data within the CRM software to “decide” whom the call will be routed to , based on pre-defined instructions. Sticky Agents. CTI makes it possible to know who a caller spoke to last, and connect them to the same agent each time. This builds familiarity, trust and superior customer experience just like in the case of Cole and Nia in the hypothetical scenario we discussed above. APPLICATION 2: SCREENPOP INTEGRATIONS With CTI, your telephone doesn’t just recognize the caller, it draws information from your internal database/CRM or ticketing software. The information then displays as a screenpop on the agents dashboard. The agent uses this information to resolve the caller’s query immediately, without having to fumble through multiple systems. A lot of time is saved as the information is ready with the system. The customer also feels welcome and acknowledged. An important step in trust is formed. APPLICATION 3: POWER DIALLERS CTI benefits for your outbound calling too. [...]
Today, technology is popularly used in nearly every aspect of the sales cycle. From basic calling to more complex elements of lead generation, prospecting, tracking and CRM. However, sales agents still end up spending a chunk of their time manually working through tasks that could easily be automated, making the entire sales process frustrating, laborious and inefficient. For example, it is not uncommon for agents to waste productive time: Trying to get through to qualified customers Calling customers whose numbers are on the DND list Manually inputting call details Finding and consolidating customer information, and then, not being able to find them at a glance when chatting with a potential lead Juggling between multiple pieces of software Calling customers days after they’ve expressed interest through web forms, for instance Manually mapping callers to tickets What a challenge it is to find a solution that meets these pain points and more! So, what should a small business look for, in a phone system for efficient sales management? Here are 8 tips that could help: Tip 1: Look for automated dialing. It takes 18 or more phone dials to connect with a prospect, and call-back rates are below 1%. On average, agents spend a measly 10-20% or so of their time being productive, where they manage to get a hold of qualified customers. The remainder of the time is spent on inefficient, wasteful tasks like manual dialing, mis-dialing, dropped calls, sifting through lists, and listening to busy tones. Look for a small business phone system that can automate dialing. Double productivity through increased operational efficiency, increased talk time for agents, and better lead conversion. Tip 2: Look for Compliance For efficient sales, it is critical to have a DND compliant database. Once their number is DND registered, customers can register a complaint for receiving unsolicited commercial text messages or phone calls. Look for a phone system that can scrub your database to ensure your list is DND compliant. Tip 3: Look for CRM integration. Your small business may be using CRM solutions like Zoho, Zendesk, Freshdesk or even Salesforce. Make sure your phone system gives a seamless integration. This arms your sales agents with the right tools to be efficient. CRM integration ensures efficient sales processes now, and as your business grows and scales in the future. For starters, a lot of manual labor is automated, and sales agents can easily access information at a glance. For example, look for features that can: Auto-log calls so that sales agents don’t waste time manually doing it. Auto-call customers when they fill out a webform. Agents get real-time alerts when customers express interest and is armed with all the relevant info. Agents simply click to call interested customers. Easily access relevant data on leads as agents talk to /chat with them. Agents don’t need to toggle between different software or windows, thereby making their operations more streamlined and productive. Use IVR to send reminders for last dates, renewals, payments, greetings, announcements and [...]
We know what goes into making a great contact center solution. But what goes into making a great contact center agent? Sundeep Gursahani, Senior Manager, PISPL, has over 12 years’ experience, working in the contact center industry. He shares with us the top 4 skills he looks out for in a good contact center agent & his top training tips: WHAT ARE THE TOP 4 SKILLS TO LOOK OUT FOR IN AN AGENT? Enthusiasm and energy. Is your candidate really a people’s person? Someone who will enjoy and like working with people and solving their problems? Sundeep pegs passion and energy as the most important criteria for selecting your agents. He says, “It is imperative an agent is enthusiastic about his profile. He needs to passionate about helping people. Without this passion, or without this energy; ( if they are only coming in to make some quick money; buy a new phone and then just push) they are not going to have an impact on your KRA’s. It is important to find these enthusiastic people” Great Communication Skills The second skill is the obvious. That is having great communication skills. So what makes for great communication skills? Sundeep elaborates “They have to be primarily good listeners and patient speakers. They should be persuasive with Logical problem-solving skills. All of this put together makes a great communication skills package. Knowledge base Sundeep’s third touchstone is the agent’s knowledge base. “they need to be well informed about the product /service. They need to be on top of what's happening with the organization. They have to really, completely understand what the customer is asking. And to comprehend this, they need to really understand what it is they are selling, be it a product or a service. This will be part of their training, but it is important for them to keep updating themselves. If they feel they need to know something, they need to approach the trainer or the team leader and proactively ask questions.” Technology Awareness Todays Customer Support Agent needs to be comfortable with technology. Says Sundeep, “Computer savvy is an outdated term. Today the kind of technology any contact center deploys is not just to log or record calls. It’s more than that. The kind of software that we use (lets us) measure and record all specs of a contact center up to the CSAT-- so it is important for the agent to use this effectively. They should be able to capitalize on this. During the interview process, you might want to have a few more checks to ascertain that you’re employing the right kind of person. See their use of technical terminology, or experience with different software, such as different telephony software, dialers etc. TOP 2 TRAINING TIPS Churn ratios is contact centers vary from 10-18%. This means that you constantly have to train new agents. Sundeep recommends batches of 15-20, and elaborates on his tips for contact center managers or trainers to train them: MAKE THEM COMFORTABLE: The [...]
Want to make your outbound calling process more efficient? Use call automation. Kookoo has all the tools you require to automate your outbound sales calling as well as many of your inbound processes. Here are 5 ways in which you can use KOOKOO for call automation: 1. Power dialers automate, organize and expedite your outbound calling. Question: What makes the outbound calling process inefficient? Answer: Sorting through call lists, dialing numbers, listening to busy tones, and waiting for calls to get connected. With our power dialers you can automate this process. Our dialers efficiently dial through any call list, rule out busy tones & answering machines, and connect your representatives directly to live prospects. You can choose from our progressive, predictive or preview dialers according to your business requirements. 2. Dial directly from your CRM. Toggling between windows of various software— is the next biggest efficiency killer. That’s why KOOKOO integrates seamlessly with Zoho, Zendesk, Freshdesk, Mint, Salesforce, Sugar CRM and all other leading CRM software. This means that you can click to call from your CRM window itself. You can also select any list within your CRM and push them directly into your dialer, to automate the dialing process directly from your CRM. 3. Automate Announcements, greetings and more. With KOOKOO’s outbound IVR you can automate announcements, greetings, reminders and updates to any or all of your contact lists. Your IVR pulls out customer data from your CRM to automatically customize customer name, account, balance or renewal details for each customer. 4. Automate email follow-ups. Only 24% of your emails are opened. Those who open your mails are definitely interested in your product/service/webinar or meeting. So it is most absolutely vital to follow up. With KOOKOO, you can push all the leads who opened their mail— directly into your dialer, to automate follow up calls by your sales representatives. 5. Catch up with missed calls automatically. Inbound calls are also important. You don’t want to miss an inbound call from an important lead — whether it’s during the weekend, holidays, after-office hours, or when all your agents were engaged. KOOKOO diverts all such calls to voicemail, and you are alerted immediately via email. You can schedule a time and push all the missed calls into a dialer, so that they are distributed amongst your agents and attended to. 6. Automate call answering for highly personalised interactions. Automatic Call Routing ensures that incoming calls are diverted to a free agent with the correct skill to attend to the call. And then KOOOKOO goes a step further. Incoming calls are recognized and diverted to the sales representatives or agents who last dealt with the customer/lead. This feature, called “sticky agent”, helps build stronger bonds between agent and customer/lead, and helps the customer/lead feel more comfortable in their dealings. Interested in achieving call automation with KOOKOO? Contact us here, and we can guide you to creating an efficient system that’s just right for your business.
A contact center is vital to your business. A good contact center lets customers contact you via different mediums like phone, text messages or even WhatsApp. Advanced technology helps you resolve issues promptly, track all communication, and glean insights needed to improve your business. But, did you know that you could run your contact center right from your Internet browser? Many small and medium businesses don’t realize how easy and economical it is to run a Cloud Contact Center. This is where Cloud Contact Center as a Service comes in. What is Cloud Contact Center as a Service? Cloud Contact Center as a service essentially gives businesses the technology they need to run an efficient contact center without incurring heavy investments or maintenance costs. You can purchase the technology required to manage and maintain phone calls, text messages, and even WhatsApp communication on monthly payment plans. You do not need to purchase any of the expensive hardware or software that was associated with large, traditional, legacy contact centers. All you need is a pair of headphones, and any of your staff can login to your contact center and start receiving and making calls directly from their Internet browser. Your staff can work from anywhere, and you can still keep a record of every single conversation, track wait times, hold times, call durations— and use the information to keep making your contact center more efficient. What are the benefits of Cloud Contact Center as a service? Zero infrastructure & maintenance costs. You get access to advanced technology like AI, analytics, chatbots, voice bots and more. Easily manage work-from-home employees or remote offices, while keeping a track of all communication. Easy to scale. You pay per seat per month, this means that you can easily scale up or scale down your operations when needed. Access expertise. Cloud contact center solution providers like Ozonetel and KOOKOO are experts when it comes to customer experience. They provide you with all the tools needed to deliver superior customer experience. Real time reporting lets you keep a track of all your agents, and contact center reports anytime and anywhere. KOOKOO Cloud Agent and KOOKOO Cloud Platform give you an easy platform to manage all your communications on the cloud. It integrates voice support, text messaging, WhatsApp, Facebook Messenger, and Live Website support on a single platform. It seamlessly integrates with leading CRM and ticketing software such as Zoho, Zendesk, Salesforce, Freshdesk, Mint, Sugar CRM and more, to create automated and efficient workflows. Contact us to know more.