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How to implement GDPR in your Call Center

If customers cannot trust you with their data, they won’t do business with you. GDPR compliance is good for your call center, and not that complicated to implement. This blog breaks it down for you: When GDPR, or General Data Protection Regulation came into force May 2018, there may have been a collective groan from administrative staff across the globe. In today’s hyperconnected world, what affects Europe will affect businesses everywhere. But even if you are one hundred percent sure that you’ll never be privy to a European citizen’s data, ensuring GDPR compliance may be good for your call center. Because GDPR compliance allows customers to trust you—and for call centers that’s always a good thing. Besides, it’s not difficult to implement. When we had to get our contact center GDPR compliant, I distilled the complicated document into 8 basic steps. I am sharing them with you here in the hope you’ll find it easier than you expected. What is GDPR? GDPR or General Data Protection Regulation is legislation initiated by the European Union (EU). that includes a list of rules and regulations for the handling of customer data. It replaces the Data Protection Directive (DPD) and the UK Data Protection Act and other similar acts throughout Europe. The GDPR aims to strengthen data protection across the EU and other countries. Quite simply, it gives the citizens control over how organizations may use their personal data. The GDPR is applicable to any company based in any part of the world that processes and st Save ores any personal data of EU citizens. What’s the penalty for failing to comply with GDPR? If a company fails to comply with the GDPR regulations, then they can face fines up to 4% of their annual global turnover or €20 million, whichever is higher. Also, the fine amount will vary based on the severity of the violation. What does this mean for your call center? The GDPR is applicable to all types of information pertaining to a customer including call recordings. This includes: GDPR Is applicable to any personal data of the consumer. Any personal data or information that can be used to identify a person like a name, address, number, date of birth, or social security number is protected under GDPR. Also, web-based data like user location, cookies, or IP address is also protected under the GDPR legislation. GDPR is applicable to all your call recordings. The GDPR also extends to call recordings. In most call centers, the customer consent needs to be recorded before the call commences and cannot be assumed. Now it’s not enough to play the line: ‘this call may be recorded for training purpose’. How to ensure GDPR compliance in your call center? Record Caller Consent Record caller consent as oral acceptance during the call, as a message, or as part of a customer agreement. Justify Call Recordings Ensure that your business can justify the call recording for any of the following purposes: to fulfill a contract to [...]

How to implement GDPR in your Call Center 2019-06-15T12:13:38+00:00

Is your marketing campaign interactive enough? 6 unique tools to get ‘em hooked

You have it all planned. You’ve splashed your brand message across snazzy advertisements in multiple newspapers, hoardings, television, and YouTube ads. You set up a fabulous Facebook and Instagram campaign. And even got the latest Tik Tok sensation to endorse you. Everything is perfect, all the way down to your display stand in the Kirana store. But what’s your plan for keeping those customers engaged? Sure, your brand is speaking to customers, but what’s the plan for helping them interact and participate?  When they do connect with you on a channel of their choosing —either phone, social media, SMS, email—how will you respond? How will you leverage technology to personalize interactions and track engagement across both digital and non-digital ads? We explore 6 off-track tools to connect with your target consumers, even if they live in remote tier 3 cities, distant towns, and off-the-grid villages. Missed call campaigns Ever thought people might want you to hang up on them? The odd-sounding “missed call” campaigns are based on the fact, that many customers prefer you to call back. In this type of campaign, you display a virtual number in your digital, print or OOH advertisements. Your customers dial the number, it disconnects, and few seconds later they receive a callback. During this callback you can connect them with your live agent or any interactive content you’ve created for them. These campaigns have worked brilliantly for companies like Monsanto, HUL and Godrej who’s innovative “missed call” campaigns connected them with millions of customers across India including remote villages and towns that were off the internet grid. Several of our clients have found that “missed call” campaigns get better responses than advertising toll-free numbers. Possibly because the prospect is surer of not being billed. Or maybe because it's faster— they don’t have to wait in queues to speak to agents.   In these campaigns, the prospect gets in touch with you at a time which is convenient to them and when they are open to listening to you—it’s a far more effective approach than spamming them with unwanted cold calls. Many businesses also use missed calls as a convenient way of letting customers opt-out or opt-in to their email/SMS notification campaigns. Mobile Radio Integrations Indians love their filmi music, masala and gupshup. So, if your target consumer is an Indian with a basic smartphone and negligible choice of radio channels, 15 minutes of free filmi radio content guarantees engagement. This is the secret behind the hugely successful Kan Khajura Teshan that connected HUL brands to over 50 million consumers pan- India. (on our platform :-) Radio integration with the telephony also unearths important customer engagement metrics. Marketers learn how and who engages with the radio ads and can tweak the calls-to-action to improve response rates. You can also foster relationships with customers who have engaged with you through mobile radio, build confidence, and provide more personalized engagement driven by offers and programs. Bots/IVR The web is saturated with impersonal content, how can [...]

Is your marketing campaign interactive enough? 6 unique tools to get ‘em hooked 2019-06-11T17:40:30+00:00

5 Wonderful (and Exclusive) Benefits of Customer Phone Interactions

There are so many ways your customer can contact you: SMS texts, Live chats, social media, and email. So why invest in the phone channel? Consider this: 74% of all customers still call when they need help1 with making a purchase or when they need technical support. They call when they want to complain, praise, or even learn new ways to use your product. In fact, 30% consumers report their inability to reach a real human being as the worst part of a bad customer service experience. 2 So, how come customers across the globe continue to call contact centers? What value do these interactions deliver? We explore five benefits that you can get ONLY from customer interaction over the phone.     Easier Interactions. Not all people are comfortable with written communications. When they do write/type, communication can be unclear or even misunderstood. Their frame of reference is not always easy to pick up on and its often hard to nail down the severity of the issue being reported. That apart, it almost always takes longer to write out a detailed explanation. In some cases, literacy levels might inhibit some customers from reaching out. Issues may go unreported, causing frustration. For all those folks it’s just so much easier to pick up the phone and talk to someone. They feel more in control and they know that this is more likely to lead to a resolution. In fact, according to a Harvard Business Review article3, 75% of companies accept that phone is the easiest channel to resolve issues on. 3 Faster Communication Written communication issues are exacerbated when the problem is complex. In fact, American Express’s Global Customer Service Barometer found that 40% customers would rather talk to a real person over the phone while looking to resolve complex issues like payment disputes. 3 The phone makes it faster for your customers to communicate all the relevant information. A skilled customer service representative at the other end of the line will know how to ask the right questions and drive the conversation. They may also be able to pick up non-obvious patterns or linkages from the customer’s story. Gathering better and more comprehensive information gives you a better chance of resolving the issues. Instant two-way relay Other than chat, the phone is the only media that facilitates a two-way conversation. Unlike chats, however, once they’re connected, your customer is assured that someone is actually listening. There are no long drawn out pauses in wait for a response. Trained customer representatives are available to get down to the root of the problem and address it —mostly reaching a resolution within a single transaction. Better Marketing A phone channel is also a powerful marketing tool. This can be demonstrated by the effectiveness of adding a phone number to your website. For instance, Less Accounting demonstrated a 1.8% increase in conversions by just adding a phone number to their site. Allan Branch, a co-founder of Less Accounting theorizes that it's about the [...]

5 Wonderful (and Exclusive) Benefits of Customer Phone Interactions 2019-05-08T03:13:24+00:00

How to Manage Your Geographically Dispersed Customer Service

As a business, chances are that you have a cross-platform presence, can be accessed across a plethora of gadgets, and your customer base is geographically dispersed. Your infrastructural reality is probably challenging too. Your headquarters, business operations, and marketing teams may be in different cities, across one or more countries or continents. What does this mean for your customer support? Geographically dispersed customer support can be a good thing. Multiple offices offer redundancy in case of any outages, local holidays or even natural calamities. Another office, in another location, is always available to back up. And working in various time zones can help you deliver 24 x 7 customer support. Here are 5 ways to stay on top of it all and ensure efficient customer support to your geographically dispersed base: One customer service number Thanks to virtual phone numbers, businesses have a nifty option to easily and cost-effectively reach customers across geos. All businesses do is buy numbers of different countries where their customers reside and dial through a centralized cloud telephony system. On the customers’ end, the business number appears local, and they have an 1800 number to call anytime. Single view of the customer You need to keep up. Your customers may contact you from any location or channel (email, chat, calls or SMS text). If they’ve already called, emailed or chatted with your representatives about an issue—they don't expect to repeat themselves the next time they contact you. Use CTI integrations with your cloud contact center to recognize customers when they call/chat/SMS. Unify your cloud contact center with your CRM system, and a screenpop integration will give agents the customer history and open ticket details on every call/chat/text they handle. Transfer across borders What happens when a caller from Australia wants to speak to your sales team in Brazil? Or while talking to your support team in Phoenix, a customer needs to clarify something from the billing team in Wisconsin?  Asking your customer to disconnect and call another number is an absolute no-no in today's super-connected universe. Choose where you want to locate your offices based on skills available there or even based on the city’s cost of living index— and then transfer calls seamlessly across locations using a cloud telephony solution. Vernacular language support Seamless transfers across locations give you another advantage:  you can offer callers far more language choices than before. You can open a Spanish or Portuguese customer support agents logging in from Latin America, or European call center agents to handle your French or German clientele. Remote access to insights and data Use your cloud telephony solution to monitor your SLA’s in real time. See your average time in queue, monitor calls, and access call center/agent performance from anywhere. Store call recordings on the cloud, so you can access them for legal or quality assessment purposes from anywhere. Move your legacy system to the cloud Having a legacy system, or operating in a country where VOIP calling is restricted is also [...]

How to Manage Your Geographically Dispersed Customer Service 2019-05-08T03:13:03+00:00

5 things we look forward to at Zoholics 2019

Zoho’s annual global conference, Zoholics descends upon us on April 9, 2019: And we’re really looking forward to it. With the technology advances in AI and automation, this year’s user-conference at Austin, TX promises to be enlightening and exciting at the same time! Last year’s Zoholics gave us an opportunity to present our KIA (Voice + Chat) widget to the world. In fact, that’s where we launched it! We got lucky with a direct interaction with the awe-inspiring Sridhar Vembu (who gave us some great advice).We also got fantastic exposure to the Zoho partner ecosystem. And a wonderful opportunity to meet Zoho customers, and understand their ZOHO phonebridge requirements.  Plus, the presentations were awesome. If you’re attending, here are 5 things you should look forward to this year: Great speakers This goes without saying! The line-up of speakers at Zoholics is usually impressive. This year be prepared to attend talks by the “Godfather of CRM” - Paul Greenberg; Zoho’s top brass, founder Sridhar Vembu and its chief strategist, Vijay Sundaram; along with other longtime industry pundits like Constellation Research’s Ray Wang, Small Business Trends Media’s founder Anita Campbell and ATARA’s Go Sugihara, among others. What an opportunity to hear it straight from the horse’s mouth and engage in an insightful Q&A session with these illustrious speakers themselves! Get the skinny on new features Zoho’s announcement of new features would certainly be a highlight. Get the skinny on Zoho’s soon-to-be-launched apps and capabilities that promise to take cross-platform collaboration and productivity to a whole new level. For conference attendees, this means more “break-out sessions” and unique hands-on experience playing with the latest version of Zia (Zoho’s AI-powered assistant) enhanced Zoho Office Suite.1 All under the expert guidance of the creators and experts themselves! Business networking opportunity Zoholics offers a valuable opportunity for likeminded business owners to connect and network with one other. It’s a chance for participants to interact and mingle with other Zoho users and learn how they are harnessing the power of Zoho to meet their business needs. So, make sure you have your stack of business cards ready. Leverage this time to exchange ideas and generate those business leads!    One-on-one troubleshooting With a bit of advance planning, conference attendees can look forward to getting more out of this 3-day conference. Once registered, participants can receive 25 minutes of one-on-one time with a Zoho product expert to resolve implementation problems, receive support, learn best practices, and get answers to other questions they may have. To make it all even more efficient and streamlined, it’s a good idea for participants to inform the organizing team of their product and provide a brief summary of the issue they would like addressed. And of course, pre-select the date and time of the session they’d like. That way, the team would be prepared to optimally meet their needs in-person at the conference. Get hands-on training with specialists Zoholics also affords attendees a rare opportunity to chat with experts in general about [...]

5 things we look forward to at Zoholics 2019 2019-03-28T04:04:50+00:00