Call centers have gained negative connotations throughout the years. This is because of a few traits that, until recently, were shared by the majority of these operations. Fortunately, these traits can now be made things of the past. The right call center software makes it easy to do things like eliminate hold times, keep track of who talked to a customer, make notes about what was said before, and even pull up information from contacts that were made via other channels. Here is some more information on how to ensure that your call center shines above the norm:
Wipe Out Holding
The one thing everyone hates about the typical call center is holding. Wouldn’t it be great to be able to get rid of it? Now you can! If you’re thinking that there will always be times when there are more calls than operators, don’t fret. This method allows customers to be called back when the next operator is ready.
One of the keys to having a no-hold call center is software like Tenfold. This software automatically captures the phone numbers of people who have called in, and you’ll need these to implement the new system. The other important feature is a standard “press one, press two” type automated system.
All you need to do to eliminate holding is have your system ask callers whether they’d prefer a callback. When they press the number associated with that option, their call gets sorted into a queue where their phone number is recorded into a file. Your operators can then go through the queue and call those numbers back rather than making the people wait on the line.
Some people will want to go ahead and wait, perhaps out of fear that the callback will never happen. There’s no need to worry about this. Just have them press a different number to select that option. Then, treat those calls like you normally would.
Systems like this have been successfully implemented at computer hardware companies and other tech-related businesses, but there’s no need to leave the cutting edge to their industry. No matter what type of business you have, customers will love not having to sit around holding a phone to their ears!
Keep Everyone in the Loop
Not every issue is solved with just one call to a call center. When multiple calls are required, it’s important for the current operator to be able to find out what the last one said. It’s just as important for all operators to remember to make notes about their own conversations so important information isn’t lost in between calls.
Tenfold makes it easy to keep up with these scenarios. It will automatically pop notes on the screen when they exist. This saves operators from having to ask for the same information that the customer gave your call center the last time he called. The customer will avoid frustration while your center will be able to process calls faster.
This software also makes it easy for the current operator to make notes. All the employee needs to do is type them into the system. There’s no need to go into different software, make audio recordings, or use old-fashioned methods like Post-It notes. Everything is right there, and this makes it much more likely that the notes will actually be made.
Base Your Call Center in North America
Thanks to the increased efficiency made possible by integrating your CMS with Tenfold, your costs of operation will decrease. This decrease can be enough to make it possible to keep your call center in North America – a location that is greatly preferred by English-speaking customers. In turn, your access to employees who speak perfect English will improve the customer experience and make people feel better about calling your company.
These are just some of the ways you can upgrade your call center and eliminate common sources of frustration. Just contact us for more ideas and a demo of Tenfold!
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