Nearly 50% of customers think businesses need to provide better customer service and support. Keep your customers engaged with your business by improving your contact center performance.
Improving Your Contact Center Capabilities
If you work closely with customers via a contact center, you need updated technology to help your clients as best as possible. As technology becomes more innovative, your contact center needs to follow suit. Improve your contact center performance with:
Call Routing Services
Call routing is a contact center technology that automatically queues and distributes calls based on specific criteria. An automatic call distributor (ACD) is one efficient way to implement call routing.
IT professionals program ACD systems with pre-determined options and categorize calls based on which option a customer picks. After the customer selects their option, they’re immediately transferred to the correct department.
Long waiting times and incorrect department transfers can harm your company’s reputation. With ACD systems, you can quickly get the customer where they need to be and reduce the chances of human error.
Interactive Voice Response (IVR)
Interactive voice response (IVR) is an automated voice response system used to answer calls, identify their purpose, and assist the person calling.
The main goal of IVR is to help customers solve simple problems on their own. Nearly 67% of customers prefer self-service over speaking to a company agent or representative, so having an IVR system is extremely important.
IVR gives customers different options, and if the IVR recognizes that the caller needs help from a human agent, the ACD system takes over and transfers the call to an agent.
IVR systems ask questions regarding your personal information or account number to make the transition from an AI agent to a human agent as simple as possible.
Voicemail Transcription
Another contact center tool that improves your customer’s experience is voicemail transcription: the automatic transcribing of your voicemails. If you work in customer service, chances are you receive many voicemails a day, and if you can’t understand what a client is saying, you have to relisten to the message several times.
Repeatedly listening to messages makes addressing voicemails more time consuming than it needs to be. With voicemail transcription, your messages are automatically recorded in a file and sent to your email.
Voicemail transcription allows you to:
- Prioritize certain messages
- Easily read messages you missed while you were out of office or in a meeting
- Spend less time listening to muffled or confusing messages
With a written copy of your client’s messages, you can refer back to what they said at any time instead of replaying their voicemail to find the information you need.
Overall, this contact center tool simplifies the communication process, making you a better partner for your customers.
IVR systems ask questions regarding your personal information or account number to make the transition from an AI agent to a human agent as simple as possible.
Customer Relationship Management (CRM) Integration
This software assists with data organization, customer retention, and time management. CRM systems are often cloud-based and keep track of customer interactions, sales, and data that includes:
- Company sizes
- Notes history
- Current sales pipeline stage
- Current goals
- Leading scores
- Contact information
- Detailed call reports
- Meetings and follow ups
- Sales strategies
- Call monitoring
CRM centralizes all of your customer data so you can serve your clients better. When you combine CRM with other contact center tools, you provide a higher-quality experience.
Advice for Improving Your Contact Center Performance
Contact center tools benefit your business, but there are other ways to improve your contact center performance alongside implementing new technology. There are two essential ways to enhance your contact center capabilities:
Monitor Your Improvement
You can use all of the above contact center tools to track your improvement. Record your calls and listen to them afterward to reflect on your performance.
These tools let you see which ACD and IVR options customers use the most, so you can improve the processes that customers struggle with the most.
Assessing your service will increase your customer satisfaction, and in turn, increase your profit—nearly 86% of buyers are willing to pay more for a quality customer experience.
Route Calls Based on an Agent’s Skills
When IT professionals install call routing software like ACD and IVR, it’s important to make sure your system is routing calls to the right agent. You should regularly test your call routing system for accuracy, so your customers continue receiving quality customer support from the proper agents.
Where Can I Get Help?
Improving your contact center performance is a daunting task—when you don’t have the help of First Class Connection.
Our certified IT professionals can develop, install, and maintain your contact center equipment, whether you need entirely new technology or a few upgrades here and there.
With over eight years of experience and 99.99% system uptime, we promise to provide your business with quality contact center solutions at the best value.
Some of our contact center tools include:
- Contact center VoIP solutions
- On-premise solutions
- CRM integration
- Cloud-based voice services
- Smart dialers
- On-screen caller info
- Intelligent call routing
- Leading scrubbing software
- SMS/MMS as a service
We want your customers to receive a quality experience. Contact us today to learn more about our contact center technology.
