It is essential to increase your customer outreach to make your business successful. A successful business leads to a reasonable customer satisfaction rate, which is a result of good customer service. A business must focus on customer experience and customer service to retain customers and thrive for business success.
One other thing that plays a vital role in business success is marketing. Marketing can give your business recognition and help reach your targeted audience. But an effective marketing plan is required to make a more visible image among the businesses.
Cloud-based services like automatic dialers, VoIP services, IVR, voice broadcasting can help you to achieve productive business results, and you will be capable of providing customer service regardless of your business location.
There are lots of advantages of including cloud-based services in your business. For better knowledge, let’s understand some of the cloud-based services in detail.
1. Automatic Dialers
Traditionally, agents dial numbers manually, which is a very time-consuming process as agents have to sit idle until the call gets connected to the customers. Due to this, call center productivity gets affected. So, to boost the call center performance, automatic dialers were introduced which dials contact numbers automatically.
Also, these dialers have some advanced features like predictive dialing, skill-based routing, lead management, call recording, and call monitoring, that make them more productive. Automatic dialer like predictive dialer automatically dials from a list of contact numbers, and once the call has been answered in the human voice, it connects the call to the agent.
Predictive dialers use intelligent algorithms to detect busy, unanswered, and DND activated numbers so that agents’ time don’t get wasted. Also, predictive dialers dial multiple numbers at a time for a single agent which ensure better agent productivity.
Predictive dialer becomes more reliable when it leverages the advantages of the cloud. Third-party service providers offer hosted predictive dialer solution and all the operations are handled within the cloud, which ensures data backups and eliminates the need for physical hardware and equipment.
Benefits of Automatic Dialers
· Increased Agent Efficiency
Hosted predictive dialer increases the agents’ talk time by eliminating the unproductive calls, which assures increased agents’ efficiency. Also, agents experience a steady flow of connected customers’ calls. Agents’ productivity ultimately results in overall call center performance, that can be easily boosted if you will use automatic dialers in your call center.
· Increased Customer Outreach
With the help of predictive dialer, managers can set dialing ratio to dial multiple numbers for a single agent at a time. This feature helps to make more number of connections and boost call center productivity.
2. VoIP Services
Voice over Internet Protocol or VoIP is a service which assures communication over the internet. In other words, VoIP enables a business to communicate through voice and multimedia by using an internet connection.
VoIP solutions offer cheaper calling rate in comparison to the traditional communication system; that’s why more and more businesses are switching from the conventional phone system to VoIP solutions. Also, businesses can meet their communication needs in a flexible, customized, and cost-effective way.
According to Persistence Market Research, “The global VoIP services market is likely to witness substantial growth during 2017-2024. The global market for VoIP services is also estimated to reach US$ 194.5 Billion revenue towards the end of 2024.”
Businesses are adopting hosted VoIP solutions to reap benefits as firms don’t need to invest in additional resource and equipment. VoIP solutions have a variety of features like as on-hold music, call recording, call screening, conference calling, and more, which ensure uninterrupted, reliable communication.
Benefits of VoIP
· Cost Saver
VoIP technology has drastically reduced the cost of communication services as it offers to pay as you go plans. Also, VoIP services don’t involve distance calling charges.
Traditionally, a higher maintenance cost was associated with the telephone system, which has now eliminated by VoIP technology as a third-party service provider takes care of all maintenance and new system updates.
VoIP technology ensures calling from remote locations. Due to which you don’t need to hire on-premise agents. Which is also a cost-cutting factor as infrastructure cost becomes low.
Besides making phone calls, VoIP services also facilitate video conferencing. This service allows you to stay in touch with your colleagues and clients to discuss any agenda, no matter where you are.
VoIP technology can easily integrate with your existing phone system, and it doesn’t rely on specific hardware. VoIP solutions make the calling hassle-free by ensuring a variety of features.
3. Voice Broadcasting
A while ago, businesses promoted their services by putting banners on the roadside, distribute pamphlets, which was not so much efficient way to reach to the targeted audience.
Businesses need those solutions that can overcome the limitations of traditional ways of advertising. Voice broadcasting has emerged and shows its powerful impact on the business advertisement. It is a mass communication method that allows a user to send a message to the thousands of people at once. It requires minimal human intervention to broadcast a message. Also, it maintains uniformity in messages and assures an efficient customer connection.
You can broadcast either a voice or text message to the mass without any delay. Voice broadcasting technique has streamlined the communication process and has become the most popular technique among business.
Also, voice broadcasting is the cheapest method for reaching to the targeted audience. It cut various cost associated with advertisement like as it eliminates the need for a large number of staffs for handling the calls or messages also don’t require hardwired phones connection.
Voice broadcasting has made it possible to reach people in bulk without any delay; let’s find more benefits of voice broadcasting below.
Benefits of Voice Broadcasting
· Message Uniformity
It is necessary to make consistency in messages to create a loyal customer base. Although sending messages manually to the mass may result in inconsistency. Voice broadcasting maintains uniformity in messages and provides the same piece of information to the audience.
· Fast and Secure
Voice broadcasting is the fastest way to convey information to your customers. Also, it is a secure method to broadcast messages. As voice broadcasting is a cloud-based service, it keeps your sensitive data within the cloud in an encrypted format and also ensures data backup and recovery. It provides complete data security along with maintaining the contact number list.
4. IVR System
Customers contact businesses for a variety of purposes like, to inquire about offers, to solve specific problems, and to gain information about the product. Due to an increase in customer queries, businesses can lack in delivering excellent customer service.
Businesses can efficiently serve customers in a better way by integrating IVR services in their call center. Interactive Voice Response is a technology that enables self-service options for a caller. Callers can interact with a computer system through the use of DTMF tones input and voice input.
By using an IVR system, a series of prerecorded messages is played when a customer contacts a business. Then based on the customer key selection, the call is routed to the appropriate department or agent.
IVR system is a simple and cost-effective solution for businesses. Brands can leverage the IVR system to enable callers to resolve their queries on their own.
According to Market Research Future, “The interactive voice response market is expected to grow at approximately USD 3.7 Billion by 2023, at 7% of CAGR between 2017 and 2023.”
VR system benefits do not end here; there are many more benefits that are useful for a business perspective; let’s discuss some more.
Benefits of IVR System
· Increase First Call Resolution
As IVR route the callers to their desired destinations, it increases the chances to get the query resolved. Because if a call is routed to the more qualified agents, there are fewer chances to transfer the call to another agent. It increases customer satisfaction and ultimately boosts business productivity.
· Reduced Operational Cost
IVR technology replaces the role of receptionists or a customer support agent who directs the calls to different departments or agents. It enables self-service options through that agents are capable of solving their issues without taking support from service agents. That’s why IVR services are very affordable to integrate into a business.
Cloud-based services are scalable, which enables you to see where your business growth lies. You can check your business growth over time. Businesses which are looking to reduce operations costs without compromising to advanced features, for them cloud-based services are the perfect solution.
Additionally, cloud-based solutions help you to rank higher in business competition. That’s why it is crucial to have cloud-based services to make your business more successful.
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