Monthly Archives: June 2015

Social Media And Contact Centers

social-media-contact-centers“The best thing about the future is that it comes one day at a time” – Abraham Lincoln

For us, the future is already here and has brought with it one of the most powerful tools of its time – The Internet.

The internet has introduced to the world better and quicker ways to communicate, completely eliminating time and distance as factors of separation.  Email, video and voice chats have brought the world closer but nothing has had a bigger impact on communications than Social Media. Bringing with it a number of platforms to share pictures, experiences and do some serious networking, Social Media has swiftly moved out of the realms of personal communication and is now considered to offer the best avenues for one-on-one contact of an organization with its customers.

No more worrying about recruiting massive number of resources to attend to customers, no more fighting to keep up with growing volumes and demands of customer interactions. Social Media allows communications with customers in a more focused and feasible manner. Popular channels such as Twitter, Facebook, YouTube, LinkedIn and even WhatsApp can transform the way you get information and feedback off your customer base. However, it must be kept in mind that Social Media can never be an end unto itself.Hence, it is of essence to have a seamless integration between all forms of communications of an organisation. This integration allows a customer to be taken from one platform to another as per their requirements and with little or no intervention on their part. Post integration, organisations can use the Social Media platforms to send out specific messages to target audience and listen in on their feedback too. This data can be then used to get an idea of the general sentiment in the market regarding the company as well as the response to any launches and/or events by the organisation. At a certain stage of evolution, organisations can also look forward to transferring almost the entire responsibility of initiating and maintaining contact with customers, with Contact Centres acting as a backup. Eventually, they can also target launching via mobile apps With improved efficiency and lower expenses in terms of maintenance, Contact Centres can turn into revenue generating centres where end-to-end solutions for Sales-driven decisions can be provided.

The need to integrate  all channels viz email, chat, voice, video & social media  and give the agent a unified view  gets priority as the customer can seamlessly move from one channeel to another. Integrating all the channels reduces the overhead of having to manage multiple avenues at all times and makes it easier to maintain and respond to the customers accordingly. With the right combination of efforts, a larger number of customers can be engaged. With regular updates more and more people can be persuaded to stop by to visit the company pages and website. The increasing following on the platforms can make them a perfect hotspot for a sales pitch.

So hop onto the Social Media bandwagon and hang onto what is bound to be the ride of a lifetime!

Written by Manisha Gupta – Teckinfo Solutions Pvt. Ltd.

Teckinfo Solutions is a leading provider of Unified Contact Center, Customer Interaction Management, Help Desk and other Work Force Management Solutions. Teckinfo flagship product Interdialog UCCS is a robust and highly scalable call center suite.
InterDialog UCCS provides Automatic Call Distribution (ACD), Interactive Voice Response System (IVRS), Dialer, Voice & Screen Logger along with Unified Agents capable of not only handling voice but also other media viz. Email, SMS, Chat and social media .

For more information on the InterDialog UCCS, download the brochure from http://www.teckinfo.com/brochures.php or contact customer care at http://www.teckinfo.com/contact.php

Top 4 ways for making your inbound call strategy more effective

Call Center SoftwareTop 4 ways for making your inbound call strategy more effective

Mobile phones have revolutionized how business is done nowadays.  It is common to find more people opting to use  other support channels like social media, chat and email to make inquires or to even raise  a certain issue regarding a company’s products or services. However, on the flip side, most businesses have totally done away with inbound call centers while others do not even carry out any form of maintenance on their call centers.

This can be detrimental to the business in the long run as some customers prefer calling to make an inquiry or to raise an issue that might be of interest to the operations of the business. An inbound voice channel is often overlooked and this can be the defining factor that increases your sales as a company.  This service makes you stand out from others who simply rely on automation and self service.

What this service offers is direct interaction with your customers and service that can be appreciated.  But how do you make your inbound call strategy work for you? The followings are ways that will enable your channels to remain effective.

Ensure that your voice channels are matched with the right people

What this means is that you must make sure that your voice channels are connected to people who prefer to call rather than email or chat.  On the other hand, there are customers who still prefer to use other ways of communication like chat or email that is why it is prudent to have your team of salespeople talking to the right people at the right time.

Another aspect that people forget is to position their voice channels appropriately. This means that all your toll free numbers should be placed right after the call to action section of your website. By using this strategy, you are more likely to have more calls coming in inquiring on how to make a purchase.

Only hire qualified voice agents

Most businesses despite being acclaimed and well known still lack a team of customer care representatives who portray the business positively to potential clients. Interestingly enough, some are even rude and they may end up hanging up. In order to reduce these incidents, it is vital to hire a team of highly qualified voice agents. In addition, you can have your agents trained on how to handle specific phone calls. This will ensure that your customers are getting first hand information about your products and services in the most efficient way.

Call analytics is your go to tool

Making use of call analytics will make your business stand out from the rest. This is because you will be able to classify your calls depending on the quality and interest.  Analyzing your inbound calls gives you a chance to improve on where you feel you may not be at par and it helps you make the necessary changes to your customer service procedures to ensure that your customers are only getting the best.

Make use of a customer relationship management tool

This is one of the most effective tools used by salespeople.  It not only stores personal customer data but it also allows to you to access any recorded information or the customer history with your company.  This makes the experience more personable when you are dealing with a particular customer.

Voice channels can be effective when positioned at the right place. You do not have to incur a lot of expenses when making these calls as long as you know how to go about it. With the evolution of automated channels, the voice channel will still be an important aspect in your business and knowing how to efficiently make use of it will give you a competitive edge.

Written by: Teckinfo Solutions Pvt. Ltd.

Teckinfo Solutions is a leading provider of Unified Contact Center, Customer Interaction Management, Help Desk and other Work Force Management Solutions.

Teckinfo flagship product Interdialog UCCS is a robust and highly scalable call center suite.
InterDialog UCCS provides Automatic Call Distribution (ACD), Interactive Voice Response System (IVRS), Dialer, Voice & Screen Logger along with Unified Agents capable of not only handling voice but also other media viz. Email, SMS, Chat and social media connectors.

For more information on the InterDialog UCCS, download the brochure from http://www.teckinfo.com/brochures.php or contact customer care at http://www.teckinfo.com/contact.php