Latest Contact Center Best Practices

Nov 22

6 Ways to Running your Most Successful Outbound Call Center Campaign

Posted by Guillaume Seynhaeve on Nov 22, 2016 12:30:38 PM
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Technology has come a long way to enhance sales and marketing initiatives. From marketing automation tools, to customer relationship management (CRM) platforms, to predictive dialing solutions – the list goes on. And the results speak for themselves when you consider some agents have seen a 400% improvement in productivity and overall efficiency.

But what do those on the receiving end think of these enhanced outreach efforts?

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Topics: call center, contact center, outbound campaign, outbound call center, sales campaign, outbound sales

Oct 14

5 Ways to Decrease Call Abandonment

Posted by Rachel Brink on Oct 14, 2016 9:18:21 AM

When a customer ends a call before it is answered by a live agent, the call is considered to be “abandoned”. Typically the result of long hold times, call abandonment can be a serious problem within contact centers, as it is often correlated with low CSAT scores, decreased revenue, and lost business. Consider this- more than sixty percent of consumers will hang up if their call is not answered in under five minutes, and more than eighty percent if their call is now answered in under ten. And while every industry and business is different, abandonment rates above 5% are considered to be problematic. How can contact centers decrease their call abandon rate?

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Topics: customer service, call center, contact center, IVR, call abandonment

Oct 07

How to Reduce After Call Work Time (ACWT) in the Contact Center

Posted by Rachel Brink on Oct 7, 2016 10:31:37 AM

After call work (ACW), often referred to as “wrap-up” or “post call processing”, is a component of call handle time that consists of the tasks performed by agents after disconnecting a call, including taking call notes, selecting a disposition code, updating information in the CRM/helpdesk, scheduling follow-ups, and updating colleagues. While a completely necessary step to any customer engagement, time spent on after call work (ACWT) is something most call center supervisors look to shorten, as it reduces the number of resources available to take a call. Said to take as much as one-third to one-half as long as the duration of the call (subject to change depending on industry, agent expertise, and role), ACWT that is consistently outside of an organization’s projections can begin to significantly impact agent productivity, customer satisfaction, and revenue. So how can an organization reduce after call work time without impacting quality?

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Topics: call center, contact center, call center management, after call work

Sep 16

6 Key Performance Indicators (KPIs) Your Customer Service Team Should Be Monitoring

Posted by Rachel Brink on Sep 16, 2016 9:32:41 AM

There is no single KPI upon which a customer service team’s performance should be measured, as there are many factors involved in running a successful contact center. Are customers happy? Are employees satisfied? Are costs under control?—just to name a few. But to formulate a manageable list of customer service metrics to monitor on a regular basis, supervisors must take a number of variables into consideration, including the company’s short and long term goals, competitive differentiators, who the data will be presented to (customer service managers, high-level executives, CSRs), and how the metrics balance each other out (cost vs. satisfaction: the “balanced scorecard approach”)—usually falling within three difference categories: Quality, Financial, and Operational. But to help get you started, we have formulated a well-rounded list of six metrics every customer service team should monitor.

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Topics: customer service, call center, call center reporting, customer service metrics

Aug 19

How to identify and prioritize your contact center’s incoming calls

Posted by Rachel Brink on Aug 19, 2016 9:48:46 AM
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As customer service continues to overtake price and product as a brand’s key differentiator, businesses are increasingly seeking out ways to help streamline and optimize every aspect of the customer experience, from queue management and hold times, to interactions and follow-ups. But for many of today’s leading contact centers, there is very little control over when a call is answered and by whom, and often no efficient or effective means of identifying callers prior to speaking with them. Consider this—while 59% of calls require identity verification, only 3% are handled entirely through automated processes (ContactBabel). For most, basic and static IVR menus(i.e. “press 1 for sales, press 2 for support”) are the primary means of differentiating callers and attempting to route them to the appropriate department, with little to no account for preexisting customer data or prior interactions.

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Topics: call center, contact center, IVR, call handling procedures, skills based routing