Running a successful company always requires intelligent growth strategies. Two of the major growth strategies – Market Penetration and Market Development can be easily realized with healthy customer communication. To survive the competitive market, many companies are opting an efficient call center. Not only their sales become 2x, but also their essential customers are retained. Based on the requirement, some companies set up their own call centers while others outsource these services.
Not only multinational but small-scale companies also employ telemarketing as their foremost step to improve sales. Bringing new customers onboard and maintaining a healthy bond with the existing ones are the primary characteristics of most of the successful companies. To fulfill this necessity, both inbound and outbound call centers are equally important. An outbound call center brings customers onboard through its services like predictive dialing, voice broadcasting, and 3-way calling. While inbound call center resolves queries and provides support through its advanced interactive services like IVR, live chatbots and e-mails and thereby, help retain valuable customers.
Thus, strong call centers software solutions are proficient in maintaining continuous communication with customers, which certainly adds to the growth of the company. Sam Walton has rightly said,
“The goal as a company is to have customer service that is not just the best, but legendary” – Forbes
Let’s have a look at the main characteristics of a strong call center software solution.
Characteristics of a Strong Call Center
- VoIP hosted communication
- Inbound, outbound and blended calling solutions
- Intelligent routing strategies like – skill-based routing, priority-based routing, and ACD based routing
- DNC management
- Voice broadcasting
- Call recording, call monitoring, call forwarding, call redirecting and 3-way calling
- CRM Integration
- Agents with professional communication skills and efficient team leads
- Virtual call center facilities
- Effective practices of workforce management
- Identification of target audience and competent campaign management
- Facilities of customer self-service like customer call back, Interactive Voice
- Response (IVR) and customer helpdesk containing blogs and FAQs.
Positive Impacts of a Strong Call Center
Most of the companies are enjoying the best possible returns of the investment they make for the call centers. Maintaining connectivity in such a competitive environment and that too, with minimal investment and setup is quite appreciable.
Companies play smarter by availing the benefits of cloud-hosted communication technology and relieve of all their operational responsibilities.
1. Promoting Products
Companies should develop the habit of regularly informing customers about new products and solutions and their benefits and advantages. Telemarketing is one of the best mediums to reach out to a wider audience and build a strong relationship. Telemarketing, through voice broadcasting and bulk messaging, has always been frontline to make customers aware of the newly launched product or any added feature in existing products.
These services lead a great way to follow up with customers with new offers and solutions. It has always been the most vital methodology to publicize even those products that were not initially highlighted. Gathering more attention to such products encourages sales and overall profit growth.
Strong call centers implement personal selling to target individual customers through customer-oriented sales. It is a type of lead generation technique which involves identification of potential and approachable customers. You can convert your leads into customers and increase your rate of sale. Customer-oriented product promotion also encourages potential buyers through free samples, coupons, discounts, and premiums. Thus, adding extra value to your sales force strategy.
2. Improved Sales through Up-Selling & Cross-Selling
Every call center has a customer success manager who is in charge of monitoring the purchase pattern and behaviors of customers. Based on the strategy prepared based on the result of monitoring, the agents perform blended calling. Either they encourage regular buyers to buy a product which is slightly better than the product they are using (up-selling). Or a product that fits best with their currently purchased product (cross-selling). They entertain inbound calls as well as perform outbound calls to up-sell and cross-sell according to the requirement of their regular customers. The customer gets benefited through useful upgrades and a better experience.
3. Constant Support & Reduced Frustration
In the words of Donald Porter,
“Customers don’t expect you to be perfect. But they do expect you to fix things when they go wrong” – callcentrehelper.com
Providing excellent and 24*7 live customer support has always proven to be positive for customer satisfaction. By opting an advanced inbound call center with services like e-mail, chatbots, live messaging and IVR call support, companies create a rapport among customers. They aim to resolve the issues of their valuable customers before it converts into an unpleasant experience.
Strong call center agents are well trained to handle irrational customers with patience and a calm attitude to hold them for a longer time. In such a scenario, the implementation of smooth conflict management techniques like accommodating, avoiding, collaborating, and compromising is a must so that the queries are resolved efficiently.
4. On-demand Scalability
Strong call centers provide an option of increasing its bandwidth of amount of work to accommodate the growth of the company. The cost of acquiring new set-ups with extra space for peak season proves quite burdensome. However, the issue is resolved through on-demand scalability by hosting its services over the cloud. Call centers offer “Pay as you Go” plans so that you can expand your business depending upon the season or market demand.
Many a time, companies are not able to use the entire workforce and resources due to the slow market. In such a case, the downscaling can be achieved as the services are cloud-hosted.
5. Adding Flexibility
Remote accessibility or Virtual call center facility provides freedom and peace of mind to the agents. These agents, in turn, offer better work efficiency rates as compared to the standard call center agents.
Running a physical call center is expensive. However, if the company leverages a virtual call center, extra expenses of utility, facility, and housing are cut down. Furthermore, during the peak seasons, it provides the freedom to scale up the business by adding remote agents, which saves much money.
6. Enhancing Customer Experience
If you provide excellent customer service consistently, your customers will keep coming back, which positively contributes to the growth of the company.
Making customers feel welcomed through efficient call queue management. Multilevel IVR, promotional offers and music during call hold add on to the customer experience.
To handle call traffic, many call centers practice priority management techniques by opting intelligent routing strategies. For example, skill-based call routing strategy is used by strong call centers to assign the most suitable agent instead of choosing the next available agent. It saves multiple call transfers and achieves higher first call resolution (FCR) rates.
7. Disaster Recovery and Business Continuity
Business Continuity (also referred to as Disaster Recovery) is the ability of a company to act and recover efficiently from a critical emergency or a disaster through situational awareness and proper planning. Strong call centers make use of cloud as a backup solution which is incredibly cheaper than physical servers. Crucial customer information is saved at multiple locations to avoid data loss. Dedicated data centers also protect against Data breach through multi-level encryptions and security measures.
8. Feedback and Criticism
For every company, it is mandatory to ensure there is no communication gap between them and their customers. Inbound call centers gather the feedback of their valuable customers through a customer satisfaction survey. It is a scale to measure the level of customer satisfaction. Questionnaires are sent out to customers, asking about their experience and expectations. The survey is done by collecting ratings, vocal feedback, and responses to multiple-choice questions using IVR technology.
Many call centers prefer social media for customer service. In an entirely digital era, it serves the best platform for direct and quick interaction with the customer. Social media marketing is perfect for providing real-time customer service with a cost less than the price of an average phone call.
Strong Call Center is a Direct Derivative for Business Growth
To survive the competition, to increase the sales and profit and to broaden their network, a strong call center with efficient agents is mandatory for businesses. By investing in call centers, a company gains long term benefits and happy customers through its best available features.