8 Ways How AI-Powered Chatbots Can Benefit Call Centers

-Chatbots Empowering The Future- 

Call centers should be proficient as they frequently manage a scope of customer’s inquiries that should be managed quickly. With Artificial Intelligence (AI), organizations can lessen call center issues that may arise. Utilizing AI, call centers can expand their outputs and modernize all systems.

Here Are 8 Ways How AI-Powered Chatbots Can Benefit Call Centers:

1. Customers Need It Now

Not only can Chatbots be effortlessly connected whenever through the purchase, yet they are a perpetually scalable solution. Moreover, Chatbots can deal with any number of users, taking out the dissatisfaction of waiting for an accessible agent.

2. Increase First Call Resolutions

Chatbots can answer to direct inquiries from users, like where to mail a returned item. Liberating agents from these most asked requests that permits them to focus around more unpredictable user issues, for example, warranty claim.  So, this implies less inbound calls tying up resources.

3. Reduce Training Cost

By utilizing an AI system to deal with a ton of the back-end work, and additionally overhauling call centers agents with pertinent data, your agent won’t require much training. All they should stress over is dealing with customers and getting the right answers from the system.

4. Conquering Your Customers

Call center Chatbots work consistently on a business’ website and via social media platforms like WhatsApp, Facebook Messenger, and Slack and many other active platforms customers connect with brands. Chatbots are likewise enhanced for mobile use, so that customers can finish a whole transaction by utilizing only one application or interface without talking to a call center.

5. Lift Customer Satisfaction

Chatbots are a low-cost answer for enhancing the customer service experience, specifically reflected in sales. These improvements will turn out to be serious in the future, with average call volume expanding at a rate of 20% every year.

6. Removing Issues

An AI framework isn’t just ready to log calls from clients yet the communication with staff also. This enables the system to check call time, to what extent it takes staffs to discover an answer for the client’s concern, and also what number of calls they take a day. An AI-based system can study the raw data and not simply log it as it becomes easier to discover issues in the systems.

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7. Experience Is Personalized

Artificial Intelligence installed in call center system can use huge data collections about a customer such as purchase history, spending behaviors so as to offer customized solutions. AI-powered Chatbots can influence a customer’s call center experience fast and hassle-free. In addition, these call center solutions offer progressively great ROI by lessening phone charges and enhancing employee output.

8. Chatbots Know It All

Chatbots do substantially more than basically regurgitate data that can be found in a FAQ. Chatbots can do everything from giving fundamental help and product research to offering data on sales, searching catalog for customized product suggestions, and also completing sales transaction by accepting payment and giving delivery data. Such seamless procedures can make a customer more prone to make a buy.
Want to learn more about our chatbot offerings ? Learn More or Contact Our Nubitel Team at marketing@microteltechnology.com 

Top 9 Unified Communication Trends That Will Dominate 2018

Unified Communications (UC) made great steps in 2017, with UC deployment empowering the digital conversion inventiveness inside numerous cutting edge ventures and fundamentally enhancing the way business experts interact. Now the question is, what other new advancements and improvements would we be expecting to see this year! Here are the Top 9 Unified Communication Trends that will Dominate 2018.

Selection of Hybrid Model Over UC-as-a-Service (UCaaS)

Hybrid offers associations with the flexibility to move slowly to the cloud at any given moment and pace that best suits the business. A Hybrid Solution offers these organizations with the alternative of making an initial move towards the cloud by providing a part of the Unified Communications infrastructure on premise and another part in the cloud.

Development of video deployment

As video is turning into a key innovation to drive better communication and alliances, there is substantially more concentration today on the general User Interface (UI) and customer experience.

Video deployments were generally observed as just commercially suitable for the mid-market and venture, yet propels in lower cost equipment and IP network.

Now  the accessibility of cloud based Virtual Meeting Rooms (VMRs) has implied that video is at long last turning into a pervasive communications medium for private ventures and SMEs, and will turn into a key new income stream for re-sellers and service providers in 2018.

Browser-Based and In-App Communications

Organizations can improve user connections and rise efficiency in 2018 by inserting real-time multimedia communications capacities specifically into a web program or mobile application.

For example, numerous banks are principally communicating with their customers exclusively through their applications. Most customer interactions occur on the web, by means of a web browser or mobile application.

The capacity to utilize that application to draw in with customers in new and distinctive ways, regardless of whether through online chat or video meeting, can enable organizations to remain connected with customers.

Powerful Mobility over Smartphone

Mobility is a huge bonus to our profitability. There are numerous trends that will make our smart phones significantly more influential tools for most businesses in 2018. Firstly, is 5G, which will enable us to process more information whenever, with expanded quality of service.

The second is improved UC capacities upheld by smart phones. New applications such as team collaboration, content sharing and improved meeting support will be out as well. You’ll likewise observe the capacity to start a task on one device and consistently keep working at it through another.

Artificial Intelligence Enhancing Customer Experience

Customers are progressively associating with AI. AI is as of now drastically changing call centers and becoming more productive with bots that can rapidly answer the inquiries most generally asked by customers. Now AI can even foresee customer behavior, giving advice to customers service representatives on how best to resolve a specific issue. In 2018, we will see significantly more prominent acknowledgment of bots as a genuine substitute to human interaction for customer service.

Security of UC

There will be a continually focus on increasing the focus on UC security and analytics. With GDPR approaching and a developing danger from cyber-attacks, additional attention will be required in the UC space to secure end user information, and furthermore guarantee assurance against hacking and cyber threats.

Modernized workplace

With the assistance of UC tools, it is not anymore vital for everybody to need to work from 8 to 5. They can sort out their work routine themselves. Moreover, team associates can see whether a colleague is accessible or not.

Let’s say if a One-Number idea is embraced, the associate does not have to stress over which number the associate can be reached at, but simply dials the one number and, depending upon the user settings, the UC solutions deals with the end device the call is directed to.

In the meantime, every one of these features additionally empower mobile working. Employees can work from anywhere that has network access, as long as they have their work tool with them.

Price of Subscription

Especially, if Unified Communications moves increasingly towards cloud-based solutions, a subscription model is invaluable in any case. These cost models likewise offer the user greater adaptability by powerfully expanding the quantity of users or by just empowering certain features to be initiated for test purposes.

Advancing in Digital Assistant

2017 was the year users invited AI into their homes. Yet, application in a corporate workplace has been slow to take after as the intricate information required to perform activities like running reports has been different, and the setting expected to guarantee precision is difficult to characterize.

Nevertheless, 2018 will see this change. The market will request it, and now the tools are there to get it going. While the acceptance won’t be broad, the early adopters will positively be paving for the introduction of the enterprise type of the digital assistance.

 

Looking for a way to unify your Employees, Offices and Remote Workers under ONE PHONE SYSTEM? Bringing to you Nubitel UC, Cloud Unified Communication, a Virtual Phone System at a LOW COST that allows you to RETAIN the system even when you are relocating. 

Find out more here or Contact our Microtel Technology Team at marketing@microteltechnology.com and we will guide in owning your Virtual Phone System today!!

The Future of Contact Centers: Artificial Intelligence (AI)

  • How can Artificial Intelligence change the Contact Center Industry in the near future?
  • Artificial Intelligence has been a part of Contact Centers for quite a while, yet it’s just as of late that its maximum capacity for changing the Customer Engagement has become exposed.
  • Self-Service Tools keep on simplifying Contact Center process and move the part of human customer Service Agent in the Contact Center.
  • 75% of customers today lean towards chatting over voice for Customer Service Support.

6 Ways How Artificial Intelligence (AI) Can Reshape Customer Engagement in Contact Centers.

Messaging Over Voice- Chatbots

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Customers need to connect with associations in the most common way like chatting. Customers are searching for speedier, more customized, and detailed service more than ever. Through different Chat interfaces, for example, messaging apps, Chat bots reproduce intelligent discussion and can play out a large number of errands that enhance the customer experience.  Picture Chatbots that can reply up to 80% of routinely made inquiries, so that human agents can focus on answering the more complex issues.  

Artificial Intelligence (AI) Being Cost-Saving

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Organizations today are effortlessly executing solutions into their business that are more proficient and Cost-Saving.  Artificial intelligence (AI), will spare contact centers billions of dollars. This is possible by utilizing Chatting rather than telephone calls, IVRs or never-ending hold music and by utilizing Chatbots and Artificial intelligence (AI) inside that chatting discussion to deal with the less complex inquiries.

Improves Quality Monitoring

Artificial intelligence, when utilized accurately in a contact center, can easily monitor and accumulate important information from your group’s telephone calls, emails and chats. It can likewise help management in recognizing chances to enhance customer fulfillment and conversions. Speech recognition innovation is accomplished for anticipating customer needs and rapidly conveying forecast and solutions that are particular to every person. This level of personalization can majorly affect the customer-business relationship.

Artificial Intelligence (AI)- BIG DATA

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Bots have turned out to be more intelligent through better working Artificial intelligence and big data. With less expensive storage there has been a buildup of big data that Artificial intelligence can draw from. Artificial intelligence innovation understands big data to recognize customer requirements by studying purchase history. For that reason, information gathering of past chats and request must be gathered. Predictive modeling can use past information building methodologies to anticipate the customer’s desires. Artificial Intelligence have additionally been enhanced to prepare AI systems to give more sensible help.

Boosting Contact Center Agent’s Performance

Artificial Intelligence programming allows agent to enhance their performance and fill in as sponsor for the whole group. Call software prepared with both artificial and manual effort is actually a good approach to utilize the best of the features that the two brings to the table.

 Contact Center Technologies Drive Seamless Customer Experiences

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Technologies, for example, intelligent voice response (IVR) link customers rapidly and consistently with the most qualified agent, while organized callbacks additionally spare customers time by getting back to back when their position reaches at the front of a line. Furthermore, predictive dialers drive sales through clever and effective lead management, associating sales agent straightforwardly to the most responsive customers at the best circumstances.

Developing Intelligent Tools and Software

Tools like, speech analysis and Chatbots can help the customer enhance profitability in contact centers. Moreover, efficiency through predictive dialer tools can be expanded by lead management associating sales agents straightforwardly to the most open customers at the best circumstances.

Artificial intelligence is very important in the present day when it comes to customer experience and reshaping the way brands connect with customers. To learn how you can offer the very best in modern customer service with Artificial intelligence, contact Our Microtel Sales Team now at mysales@microteltechnology.com.

8 Benefits of Bringing Chatbots Into Your Business

In this Digital World today, there always appear to be some new and upcoming trends that influences the business world, from the utilization of a PC to the development in commerce trends. Nevertheless, Chatbots are one of the digital trends that organizations from online business to retail should utilize.

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WHY, You May Ask?

As businesses are aware that nowadays complaints happen in real time, customer service has to happen in real time too via multiple channels such as mobile apps, web chat, messaging apps and many more. Only recently businesses begun to use Chatbots and Artificial Intelligence, even though it has been around for a long time. This is because Chatbots deliver a rapid interface to solve customer queries. Moreover, Chatbots is not only able to undertake simple tasks but also manage end-to-end e-commerce transactions. Chatbots are able to handle inquiries that are always asked to the customer service team.

WHAT is Chatbot?

In simple words, Chatbots can be classified as the Blend of Messaging Apps and Artificial Intelligence. Chatbots are in between the lines of virtual assistance that is intended to involve in a human-like conversation. The objective is to form content which are more customized to the customer experience as it can expand customer engagement for businesses. Some of the examples of Chatbots are such as Siri, Google Now and many more.

Chatbots is the combination of the 3 ‘I’s

Intelligence (AI)

Permits the chatbot to comprehend and tackle customer questions and to pick up from every dealing.

Integration (SI)

This is the joining with different systems and stages, incorporating combination with workforce management frameworks to get to human operators.

Interface (UI)

This covers the interface among the chatbot and the human, through a messaging application or a chat meeting on an organization’s website.

Benefits of Chatbots for your Business

Rise Customer Service Availability

Chatbots provides your business with nonstop customer service without employing extra agent. The bots can offer efficient data and answers to inquiries or issues quicker and more productively than an agent.

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Increase Sales

As buyers surf the web, bots send focused pictures in view of past buys and surfing behavior. Bots can similarly be linked to mobile commerce sites to enable shoppers to buy items straightforwardly from cell phones.

Increase Brand Engagement

More brands are utilizing bots to convey branded content. This works also to how a site, Facebook page or a blog has conveyed content before. The change being that the chatbots isn’t static, however customized and intelligent.

Mobile-friendly and instant accessibility

Alongside a web nearness, it has additionally turned out to be progressively significant for brands to have a mobile existence application, mobile-optimized sites. Considering how chat has been around on the mobile for a very long time, most chatbots executions do not bother you to work on tweaking their UI, they are prepared to actualize and are accessible to your customers quickly.

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Solid Connections

Chatbots can help you to remember an upcoming meeting. Even better, they can be utilized to prepare purchasers to your upcoming online class and podcast. This builds customer engagement by removing missed occasions from either end.

Utilize messaging apps

With Facebook Messenger presenting Chatbots stages and APIs, it has turned out to be anything but difficult to take advantage of an expansive user base. These users can draw in with your Chatbots without human involvement.

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Higher user engagement

Most organizations nowadays have a web existence. In any case, with being on the web, limits of day and night, accessibility and inaccessibility have changed, so have customer expectations. This is most likely the main motivation to utilize them. Bots give the user a collaborative experience. It influences customers to feel they are working with somebody to help settle their problem. Bots can enable clients to discover what they are searching for and increase the possibility for them to return.

 Minimal cost & Maximum Revenues

Most importantly, Chatbots are also very cheap. Channels like Facebook Messenger offer the important foundation and APIs for making these bots. They require less upkeep and since it is computerized, there is no labor-intensive work that goes in there. Chatbots has the quickest method for giving a drawing in engaging experience to users.

ChatBot

WHERE Can You Get Chatbots? 

Microtel Techology similarly provides Chatbots Solution that allows you and your customers to improve your Customer Experience and to enjoy the amazing benefits mentioned above.  To find out more on Our Chatbot Solution, contact Microtel Sales team at mysales@microteltechnology.com.

Upcoming Event: Customer Experience Summit 2017 (CX)






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Customer Experience Summit 2017 (CX)

“Customer Experience … Expounding the Possibilities”

Microtel Technology and Collab are the proud Signature Partners of the Customer Experience Summit 2017 (CX). Last year’s astounding success of the Customer Experience (CX Summit) has brought us back with more interesting  topics and presentations from both local and international experts.

Joining us, the 2 keynote speakers that needs no introduction MR RON KAUFMAN, New York Times Bestselling Author Founder,UP! Also known as the World’s Leading Customer Service Keynote Speaker and MR PAUL STEWART, Speaker, Author, Consultant Founder, ON-Brand Partners.  

Presenters include:

  • Roshan Thiran
  • Anwar Jumabhoy
  • George Aveling
  • Carlos Vasconcelos 
  • Dr. Nikolai Dobberstein
  • Andy Cranshaw

Mr Carlos VasconcelosCarlos Vasconcelos

We are honored to have Mr Carlos Vasconcelos, The Senior Marketing & Business Development Leader Collab to be representing Microtel Technology and Collab. He will be presenting on the topic of AI Powered Customer Journeys and will be sharing insights on how will Artificial Intelligence benefit the contact center industry as a whole.

WhatsApp  

To find out more on Mr Carlos Vasconcelos’s topic of discussion, please visit us at our booth in Saujana Ballroom foyer for exciting updates, as we will be showcasing Collab Innovative Omni-Channel Customer Engagement Interaction Solutions.

The Saujana Hotel, Kuala Lumpur

22nd to 23rd  November 2017

8.00 a.m. to 6.00 p.m

How unified cloud communications can benefit productivity and customer satisfaction

Productivity, customer satisfaction and business success are the three key benefits to cloud communications, according to a new study.

Sourced through Scoop.it from: www.cloudcomputing-news.net

6 BENEFITS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN CALL CENTERS.


Understanding customers is one of the most crucial step in any business, especially call centers! It becomes increasingly important to have an overall view of each and every customer that calls in, so that agents are able to interact with these customers effectively. Hence, Customer relationship management (CRM) is a major focus in call centers.

Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is to improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

Here are 6 Benefits of Customer Relationship Management (CRM) in Call Centers:

CRM6

Easy Access to Data

CRM Solution give agents the full extent of a customer’s information. Customer information is composed of all necessary data on everything from buying and service history to individual contact data, making it less demanding for agents to associate with clients in a convenient, careful, and customized way with increased likelihoods for first contact determination. Moreover, CRM allow agents who communicate with customers regularly to access relevant data on goods, warranties, services and past transactions. From a customer’s point of view, it is very important for call centers to have an exact and up-to-date data for interaction to be a success.

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Improved Sales

The main benefit of CRM is that it increases sales as the software focuses on gaining new customers, upgrading associations with current customers and holding client connections. Other than just answering inquiries or sending calls to other individuals inside the association, the information picked up from CRM software can engage call center agents to work well. Agents can easily cover a variation of activities such as credit notices pre-sales queries, return merchandise authorizations (RMAs), order processing, customer support, goods suggestions and post-sales services.

sales

Enhanced Customer Service

A Customer that phones a call center always expects the agent to have all necessary information before hand and answer their inquiries as quick and effective as possible. CRM software has all the call history through the Log History and can route calls by categories to make sure that the most suitable agent interacts with the customer.  By having this data accessible, call center agents can likewise lessen customer’s disappointments caused by having to re-clarify beforehand raised concerns.

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Cost Efficiency

Expanded efficiency converts into reduced contact center costs, as less time and assets are expected to oversee customers collaborations. Furthermore, contact centers which utilize a prescient dialing solution with CRM combination lessen costs. Such solutions computerize and catch all call movement straightforwardly into the CRM for better lead management through the inbound management. It monitors the best circumstances to call customers, include valuable real-time metrics and KPIs that may enhance sales and advertising techniques without requiring extra costly telecom equipment or reconciliation. It decreases the general operational cost by minimizing training costs and call dealing with normal time.

increased quality - speed - efficiency

Effective Reporting

CRM Software gives supervisors the data that they in for making on vital choices. Report Management gives call centers the capacity to analyze call volume, case classes, case times and income per call are simply of few of the reports accessible to help the administration group.

reporting

Script Management

Casual flowcharts enable call center agents proficiently move customers towards a determination or deal, contingent upon the circumstance displayed. Connecting Call Centers with CRM software gives organizations a chance to make intuitive call scripts which can be accessed rapidly, giving customers the feeling that agents are talking with them in a characteristic, consistent flow. Moreover, these scripts can be connected to quantifiable information, enabling marketers to change scripts upon the viability of the message conveyed.

8 WAYS TO IMPROVE CUSTOMER EXPERIENCE IN CONTACT CENTERS.

Contact centers are very important in today’s world as many businesses operate a contact center to deal with customer’s problems. It is never easy to make sure a customer is satisfied. It becomes increasingly important to ensure customer interaction is on the top, so that it improves customer experience.

Customer Experience is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touch-points the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.

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Here are 8 amazingly simple steps to improve customer experience in contact centers:

Performance Evaluation of Contact Center Agents.

It is very important to hire and train excellent agents, to ensure a positive customer experience. However, what can contact center managers do to monitor their agents, so that they can re-train agents that needs more coaching?

This can be resolved by using the speech analytics. This gives managers the ability to find out the main reason of customer calls and work hand in hand with agents to settle problems before they increase.

Customer’s Expectations Exceeded.

Meeting customer’s expectations and exceeding them are 2 different efforts. Customer Experience is known as excellent only when your group tries to meet the needs of a customer and then goes beyond to exceed their expectations.

Introduction-to-Customer-Experience-and-Service-Design

Every Call Is Important!

The IVR channel should never propose busy signs when customers call in to self-serve as this appears evident, and it is frequently neglected. Agents should use an expert voice to guarantee consistency over all territories of the IVR which also incorporates temporary messages.

Reduce On-Hold Times.

Business-Woman-on-phone

Let’s face it, NOBODY likes being put on hold during a phone call, especially a call from a contact centers! However, it is nearly impossible to avoid putting a call on-hold, as there might be an issue that requires further internal checking, that takes a while. But, companies should work on reducing the time they put their customers on-hold. This will not irritate a customer and increase satisfaction level towards the service.

CEM Integration, The Right Way.

Customers interaction can be analyzed and checked with a set of tools known as customer experience management (CEM). However, before making an effective business strategy, it is essential to take into consideration the factors that are associated with customer interaction.

An organization can discover the requirement and needs of its customers, find out the most common issues they go through and find the best solution on how to solve them, all just with the right CEM integration in the contact center software.

Happy Agents, Happy Customers!

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This is the simplest step. Happy Employee, Happy Customer! It is very important that managers keep their agents happy. An agent might answer a customer negatively if he/she is in a bad mood. Hence, it is important that managers guarantee that their agents are happy with their work and and the work environment to ensure satisfied agents will take care of any issues or challenges.

Improving Customer Experience Strategy.

As for now, if you already have a CX strategy, the most ideal approach to additionally enhance your customer experience is by improving your customer experience strategy. Be vibrant about your CX objectives and what you need to do to accomplish it. Furthermore, agents can come up with more customized offers to build customer closeness.

Improve Call Center Efficiency

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It is essential to enhance your contact center’s performance, so that you can accomplish a competitive edge in customer experience. Section your customers by IVR, analytics and call routing data and concentrate on the overall business. Enable your agents with an omni-channel customer experience platform, so that they have a clearer vision of every customers connections and are able to enhance their agent effectiveness.

4 ADVANTAGES OF USING COMMUNICATION HEADSETS AT WORKPLACE

Why move from traditional telephone to communication headsets?

Here is why!

Many individuals face difficulty in communicating on the telephone with customers or clients in a noisy working environment. This may affect the work productivity of an employee and causing them in delaying their work. fortunately, communication headsets will help  working in a noisy environment and increase your work productivity.

Here are 4 advantages of using communication headsets at workplace.

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Increase Productivity

Every employer finds a way to enhance productivity within the workplace. By Using communication headsets, businesses can enhance productivity by 43 percent at workplace. This is because, communication Headsets are a cost-effective way to increase productivity. Communication headsets enable employees to utilize hands while talking on the telephone. It is simpler now to take notes without agonizing over dropping the telephone and employees can even carry on with different task when they are on a call that doesn’t require their complete intention. In addition, wireless headsets free up user’s hands enabling them to multitask viably. For example, message an associate for a solution to your caller’s inquiry, utilize your PC to scan for information to help the caller and make notes about your discussion with the caller.

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Increase Flexibility and Freedom

Wireless headsets give you the extra freedom to leave your work area and move around throughout telephone calls, at present up to 300ft from your telephone. Thus, employees can work on additional task if necessary without shouting over the space for assistance. For example, employees can find a report at their work area or close-by file organizers, answer calls while away from their work area and reduce the strain of sitting throughout the day by walking around and stretching.

Improved Sound Quality

Communication headsets offers stable quality that enable employees to control the sound coming in by turning the speaker up or down in view of individual preferences. Wearing a headset empowers the microphone to remain in an indistinguishable position from your head moves and speech, so that your voice remains steady. If you utilize a headset with noise-canceling technology the microphone filters up to 75% of background sounds or disturbance, so that your callers hear just you, even in noisy situations. In addition, Wireless headsets additionally tend to offer improved complete sound quality. For example, headset microphones are situated nearer to the speaker’s mouth and the choice for binaural headsets permits both your ears to be secured so you can hear your caller better.

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Improved Health and Reduce Stress Level

Wearing headsets relieves you of the strains and stress that these muscles persist when you put a phone to your ear consistently. Supporting a phone against your shoulder is the main cause of neck and back aches in workplaces today. After some time, this can prompt poor posture, cramping, and if not followed up on, chronic neck and back pain. Always holding a telephone up to your face can likewise cause lower blood stream to the arms. Headsets have been found to lessen muscle pressure in the neck, upper back and bears. The lightweight idea of these headsets implies that the wearer will barer enroll that they are wearing them, taking the strain off the neck and shoulders, along these lines enhancing well-being inside working environment. Headsets likewise diminishes stress by giving employees the flexibility to accomplish more work amid the day as they don’t need to be tied up to their work area for 7 hours every day.

 


5 EFFECTIVE WAYS TO IMPROVE PRODUCTIVITY OF CALL CENTER AGENTS

Call center Managers are continually searching for better approaches to inspire their agents and improve their productivity levels. nevertheless, with such high agent’s turnover and low resolve in many call centers, it is not generally simple to keep agents profitability high.

However, they are ways to improve productivity of these call center agents that may increase their level of confidence and participation in the job and workplace, which eventually will increase the profitability level as well.

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5 EFFECTIVE WAYS TO IMPROVE PRODUCTIVITY OF CALL CENTER AGENTS

Increase Agent Autonomy

Enabling agents to have a specific level of autonomy can significantly help both call center and agent productivity. This diminishes the probability that the agent should exchange the call to another department for detailed information. It can affect the streamlining call center work process. Providing Agents with more dynamic software while at the same time permitting them enough independence opens better conducts to give more customized services. Work engagement and productivity can majorly be improved by giving agents the flexibility to response on issues creatively.

Gamification

Numerous employees don’t have the chance to have some good times at their work and may stressing too much. though, by consolidating gaming ideas, employees can take advantage of their lively nature and influence the work to feel less like work and interesting. Giving your agents a chance to contrast themselves and their colleagues would give a touch of data. Competition with associates is thought to be a natural motivation for call center agents and able to boost their activity and productivity. Having a sound competition would give the agents a level of playing field, remunerating the individuals who do well and bolster the individuals who may require it.

Effective Ways To Fill Up Idle Time

Many researchers have proven that many call center agents are idle to an average of 5 hours per agent each week. However, there are many recommended ways to effectively fill up this time, such as off-phone activities, coaching and training to expand profitability. Off-phone activities may include having the agent to invest more energy in post-call information passage, investigating new product data and that’s only the tip of the iceberg. Coaching and training are basic for building call center productivity after some time. Once your agents have taken in the nuts and bolts, it can be anything but difficult to give their abilities a chance to stagnate as you proceed onward to the following recruitment class. Try to use a workforce improvement framework that contains a learning library and the capacity to transfer coaching structures and track feedback after some time. All agents need to know how they’re performing, and proceeding with a devoted training and coaching system will raise the general efficiency and productivity of your contact center.

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Enable Remote Work

Increasing work flexibility such as like allowing agents to work from home actually increases productivity. Current research shows that employees work better when they are at their comfortable space like their house. Hence, begin by giving your best agents the capability to telecommute for a day or two every week. Remunerating your agents with the capacity to work remotely expands the profitability of your remote workers, and it likewise motivates the agents in your physical contact center to raise their own efficiency with the expectations of having the capacity to telecommute too. When they are permitted to telecommute, they should keep up that level of productivity with a specific end goal to keep on doing so. A cloud-based system could make it simple to execute without influencing the operations of the call center or how clients are being overseen, and you could in any case keep a record just as they were in office.

Supply Real Time Metrics To Agents

agents that approach real time information, for example, number of callers in line, holding up times in the line, the status of different agents, normal surrender time, and many more, are observed to be significantly more profitable. Giving agents, this sort of data enables them to adjust in like manner and settle on more educated choices on the fly. In particular, it makes it feasible for them to keep terrible circumstances from either happening or raising by taking remedial action. Businesses ought to organize a few measurements to screen, analyze and adjust. Various metrics are included with a call center’s operational magnificence. On the subjective side are customer satisfaction reports. and on the quantitative side are first call resolution (FCR) rates, average speed to answer (ASA), auxiliary time, adherence to schedule and more.

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