Retry rules, if formulated intelligently, can make an agent’s life easier and reduce unwanted calls for your customers. There is a fine line between being pesky and being persistent. And when you are telemarketing or cold calling, that line becomes even finer. Often, contact center agents need to call leads more than once to be able to speak to them. Sometimes their phones will be busy, and at other times, they will simply be unavailable. Often, people just won’t answer. But the business demands that you keep trying. However, you don’t want to put off your prospects by constantly calling at the wrong time. So How best to set up your call retry rules on your dialer? Let’s explore. Why have retry rules? When you are using a retrying system, whether it is on your power dialer or predictive dialer, the idea is to save your agents’ time. When you have a system in place for call retrying, it can only better agent productivity because the system is lining up calls for them, making their work that much faster and easier. Retry rules basically mean that you program your dialer to retry calls within a specified framework. So the dialer does the initial work of sorting the numbers and deciding which ones to call and in what sequence. What are the best practices for setting up your dialer retry rules? If a number is busy at the first try, retry immediately. Set this up on your dialer’s rules engine. So that, every time you get a busy tone or message on a prospect’s number, the system redials it automatically. When a call goes unanswered. Do not retry a prospect at the same time of the day as the previous retry. For example, if a prospect hasn’t answered your call at 1 pm on one day then the chances of them answering at the same time the next day are even lower. So ensure that the number is dialed at another time. When a number is invalid. Don’t waste time on retrying a number that is invalid. Ensure your dialer detects an invalid number and does not retry them. Clear these numbers from your database immediately. Prioritize based on the number of tries. It makes more sense to place new data,(new phone numbers), at the top of the list, followed by those you have already tried calling once and then twice and so on. This way, you can target multiple phone numbers, almost simultaneously. Watch out for certain time slots. It has been seen that 11.00 and 13.00 hours and 15.00 and 17.00 hours are usually the busiest hours for any working people. If your target market is someone who doesn't keep regular office hours, then the rules reverse, and these become the best times to dial. Having retry rules in place gives you the flexibility of dialing prospects at the times they are most likely to answer. It, thus, increases the chance of pick-ups. Studies say your data is exhausted [...]
Business dictionary, defines cold calling as “calling a prospect (who does not know the caller) for a sales appointment”. But, since your sales representative may make some email or social media contact before calling, I prefer this broader definition: Cold calls are calls made to people not expecting them. This includes: Calling cold prospects. Calling respondents to a marketing campaign. Re-engaging existing customers (somewhat out of the blue). Your challenge? Ensuring high productivity for your Sales Development Representatives. You want high conversions, low cost of acquisition and most optimal use of your workforce. And of course, keeping in mind that cold calling is a really tough job: you want to reduce your teams’ frustrations, ease their pain points and keep them working at their best. Can technology help? Here are 10 tools that can specifically improve the cold calling process. Dialers It takes 18 dials to connect with a buyer.* So automate it with a power dialer, and save valuable time for your SDR. Automating the dialing process also reduces cognitive load on your salespeople. This lets your rep cover more ground, and stay focused on selling rather than browsing through databases and dialing. HOW IT WORKS: A manager/supervisor just uploads a contact list from your CRM /Database/ XL sheet into a dialer. The dialer systematically dials out each number. It rules out busy tones, voicemail diverts and answering machines, and connects agents to live callers. Agents don’t have to wait for people to answer or retry engaged numbers. The dialer can be scheduled to retry numbers that didn’t connect. BUSINESS BENEFITS: An automated dialer can give up to 250% increased productivity. I’ve illustrated this using some of our own data: Auto dialer scores over manual dialer in agent utilization Using dialers increased our total talk times from 30% to 68%. That means dialers let your SDR spend more time talking/selling. ACW decreases. Surprisingly, we found our ACW decreasing by 8% when we used dialers. This was due to the dialer’s integration with the contact list/database/CRM. Because this decreases the need for manual data entry, it reduces ACW. Answering Machine Detection & Pre-recorded Voice Messages In a Keller Center Study *of the 6,264 cold calls placed, only 28% were answered. How many hours are your SDR’s wasting in leaving voicemails? If they answer 70 voicemails in a day, they will waste about 25 hours each month *. Save that time by using an AMD or Answering Machine Detection. HOW IT WORKS: Your AMD is generally inbuilt into your Autodialer. When it hears the beep of the answering machine it disconnects. A pre-recorded voice mail message can be even more effective especially if it includes a scheduled call back time. BUSINESS BENEFITS: AMD saves time for your agents. Like the dialer, this results in increased agent utilization and talk time. Your agents spend more time talking to actual prospects. Screenpop/CRM Integration The toughest part of cold calling is being completely in the blind. Any information your sales representatives have about [...]
Interactive Voice Response systems or IVR are the core of your contact center solution. They greet customers, collect caller intent and channel calls to the right department. But this isn’t all. You can use Outbound IVR or IVR blasts to proactively connect with your customers. This article tells you exactly how. WHAT ARE OUTBOUND IVR CAMPAIGNS? Outbound IVR Campaigns can be used to send automated but personalized messages to all your customers. You can use it: ·To collect customer feedback at the end of a call. · To conduct automated customer surveys. · To send customers reminders about appointments, due dates, last dates, bill payments. · To send customers season’s greetings and promotional offers. HOW CAN YOU PERSONALISE YOUR OUTBOUND IVR CAMPAIGNS? You can personalize your outbound IVR campaigns in much the same way as you personalize your mass emails. For example, if you are sending a due date reminder: You simply add a field for customer name, bill amount, due date. The IVR will collect this information via an API integration with your CRM and send each customer a personalized reminder. WHAT FEATURES SHOULD YOU LOOK FOR IN AN OUTBOUND IVR PROVIDER? Same IVR provider for outbound and inbound IVR. Outbound IVRs are not standalone systems. The same IVR that you use for Inbound IVR can be used for your Outbound IVR campaigns. Personalization Options. It’s a cardinal rule: nobody, absolutely nobody, sends generic messages anymore. Personalizing with a name is absolutely essential. If you are sending a payment or subscription reminder, you may need to add details of your customer plans/program details and dues. It’s easy to add these fields into your IVR message. And your IVR will draw the data automatically from your database to send personalized messages. Deep Integration with CRM system. Whether you have Salesforce, Zoho, Zendesk, a custom CRM solution or any other—your IVR should easily be able to draw data from here. So ensure your provider can manage a deep and seamless integration. Flexibility and Complete control. When you get a new IVR solution, there is a catch. Every time you need to change the message, create new promotions or campaigns you need to contact (and pay) your IVR Provider to design it for you. This can be very limiting. KOOKOO gives you an IVR Designer, that lets you create and change your campaign anytime you want. Enquire here. Or read more here. IVR is different form Robo-calling because you can both collect responses personalizes on each call. KOOKOO have been providing Inbound and outbound IVR solutions for over a decade. Curious to know how it works? Contact us here for a demo.
Shopify lets your business set up an online store in minutes. Have you considered a helpdesk, a customer support center or sales channel for that store? You should. Because 61% of your visitors want to speak to someone before making a purchase.* To make this possible, you need to activate a voice + chat channel for them. You can do this easily in a matter of minutes, by linking to our readymade contact center solution. Just place our widget on your Shopify store, and when your visitors have a doubt, they can just click to speak to one of your staff. Here is how: Sign up for a KOOKOO Cloudagent account. Our team will give you your API Key and Phone Number. Go to your Shopify online store ->themes->(Action = Edit Code)->Layout->theme.liquid. The widget code will be as below. Place the API key and phone number given by our team within the code as shown: Ask your agents to login to your KOOKOO account and start receiving calls. That's it. Now your Shopify store visitors just click to speak with your agents. They can also chat with your agents instead of talking, as this is an omnichannel widget. What features does this support widget give you? Synchronized chat window. During conversations, it’s often easier to type things down instead of repeating them over the phone. For example, people prefer typing email ids rather than speaking them out. We understand this. That’s why you can open a chat window during any phone call. The customer can type out email ids, names, phone numbers, in this window while you’re still on the call. (Yes, ours is the only widget to allow this simultaneous call+chat). Plus, you can just switch to a chat mode if that’s what your customer prefers (if they’re shopping while in office for example!!) Better workforce distribution amongst your staff. Our ACD calculates how much time your staff spends on call/chat, and automatically sends calls to the staff member who has spent the least amount of time answering customer calls/chats. Complete CRM/Ticketing Integration. Our complete CRM integration ensures that tickets are automatically created against each phone call, notes get added into the CRM directly, and your recordings are neatly organized against your ticket numbers too. Advanced Analytics. Keep track of your agents with live monitoring. Along with regular updates of various metrics that measure your customer experience and agent performance. Complete Contact Center Support. The same platform supports your toll-free number, your outbound calls, and even lets you create outbound IVR campaigns.See a demo of the widget at https://getkookoo2.myshopify.com/ or contact us to get started. *Think with google researched 3,000 shoppers in the age group of 18 – 74 in Travel, Restaurant, Finance, Retail, Technology, Local Services and Auto sectors: https://www.thinkwithgoogle.com/consumer-insights/click-to-call/
Call listening not only helps train agents but also translates into customer satisfaction. How should you keep track of your customer support quality? Or the quality of your sales calls? The answer is simple: you listen. Sure, there are a lot of metrics that can help you figure out customer satisfaction and agent performance. But once you have the metrics, listening is how you begin improving those conversations. So what are the telephony tools that can help you? Your cloud contact center offers a lot of call monitoring and call listening tools and features. This article uncovers a few. What is call monitoring? Call monitoring involves listening in on a call between your contact center agents and customers/prospects to check the quality of the conversation. What’s the need for call monitoring? Call monitoring is one of the most potent quality assurance tools. It is almost like conducting a survey about how satisfied your customer is but doing it real-time instead of in retrospect. When you listen to an agent talking to your customer as it happens, you understand the customer’s experience and your agents convincing skills. Call monitoring serves several purposes: Analyze the real reason behind your metrics Your metrics such as AHT, FCR and CSAT can give you a good measure of call center performance. But to investigate what's behind the metrics, you need to use call monitoring and call listening tools. For example, If an agent’s AHT(Average Handle Time) is higher, you can investigate why the agent took longer to close a call. Figure when your metrics don't give you an accurate picture. Call monitoring can also tell when you need to be less rigid with your metrics. For example, a call that lasted longer than your AHT does not necessarily mean it wasn’t effective. It could mean the agent went the extra mile to resolve a customer’s query. Similarly, you may find an agent has deviated from the script only to ensure a customer is satisfied with the response or a solution. This way, call monitoring can also tell you when it is time for introspection. Better customer service: Whenever customer satisfaction scores are dropping, call monitoring lets you take instant steps to arrest the fall. Agent training: You can use recordings of well-handled and poorly-tackled calls as case studies when training contact center agents. You can also intervene during a call if you think it is not going in a positive direction and offer the agent constructive solutions. First call resolution: When an agent is aware that the call is being listened to, he or she will do their best to ensure the caller’s issue is resolved in the first call itself. This instills the kind of confidence in a customer that no paper warranty can. Timely intervention: When a manager is listening in on a call and notices that the agent is unable to solve a problem, he or she can intervene right then and advise the agent on what to do next. This saves [...]