Parrot Cloud Call Center
The Parrot solution is perfect for a flexible inbound call center. Using the power of the cloud, you can manage your call center and agents from anywhere in the world with just a web browser. Take control of your business with powerful inbound campaigns (and outbound and blended if needed), robust reporting, flexible ring groups, and skills based routing. You’ll be able to setup an IVR system and flexible ring groups so the right inbound calls go to the right agents. Live transfers and music on hold ensure your customers and prospects have a great experience. The ideal solution for service or sales oriented call centers.
- Powerful inbound call center software for service or sales
- Automatic Call Distribution (ACD) to connect customers with your agents quickly
- Use Interactive Voice Response (IVR) to direct calls to agents appropriately
- Up to one free local or tollfree inbound number (DID) per agent included
- Create campaigns, ring groups, inbound teams to manage your call center efficiently
- Advanced reporting, coaching, and monitoring helps you measure agent productivity
- Warm transfers and blind transfers to different groups or closers
- Cost effective no contract pricing: Just $129/agent per month
Ready to learn more? Check out some of our great articles on inbound call center technology:
Benefits of Inbound Call Center Software
What are the advantages of using a cloud-based system for your inbound dialer needs? An inbound call center is a unique operation that works best when it is efficiently managed and organized. As opposed to an outbound or blended call center – which are also easily and efficiently served by a Parrot cloud call center system – this type of call center is set up specifically to take incoming phone calls from clients. These calls could represent technical support for a product your company sells, calls whose purpose is to purchase your company’s goods or services, or calls to ask questions and get more information about your product or service.
It may seem that the needs of an inbound call center are not as great as an outbound call center, where your employees are diligently attempting to convert as many leads as possible into sales. However, customer retention and satisfaction are critical to sustaining a business, and these areas are where strong inbound call-center software like our Parrot solution can make a massive difference.
The most important focus of your inbound call center should be customer service. What form does this take? There are a number of metrics you should look at to see if you are making your clients happy. The better you understand these ideas, the easier it is to see how Parrot inbound call-center software can help your business. They include:
- Wait Time: The longer your callers have to wait to connect, the less happy they are likely to be.
- Call Time: While some callers may want to chat, most will just want to get their business done and move on with their day as soon as possible.
- First Call Resolution: If the customer can get their need met without having to call back or without being transferred to another employee up the chain, that’s a win.
- Customer Satisfaction: If the customer perceives the recipient of their call as friendly and helpful, and they feel the issue has been or is on its way to being resolved by the end of the call, you are likely to have a satisfied customer.
Parrot inbound call-center software can help your company master many of these aspects of the call-center dynamic. Automatic call distribution reduces wait time, while call monitoring allows your supervisors to help agents improve their customer satisfaction skills. Since agents can log on from anywhere at any time, you’ll have an easier time matching up the right agent with the caller who needs them, when they need them.
Inbound dialer software is the wave of the future. Ride that wave and manage your calls more efficiently with Parrot.
The Power of Inbound Call Center Software
While it’s clear that inbound call center software has the potential to elevate your business to the “next level,” the software itself is merely a tool that’s available for you to use. Like any tool you see in your local hardware store, you have to know how to use your inbound call center software properly to harness its potential power and drive your business forward and upward.
Inbound Call Center Best Practices
Implementing some call center best practices can help you maximize the benefits you get from your inbound dialer setup. Here are some things you can implement today to produce the results you want to see:
Engage in Active Coaching:
Depending on the size of your business, your agents may field hundreds or even thousands of calls every month. Every time an agent takes a call, it’s an opportunity for that person to solidify a relationship with an existing client or establish the groundwork that will convert an inquiring prospect into a long-term customer.
With the stakes so high for every call, it’s critical to use every feature your inbound call center software has that will enable you to actively coach your agents to improve the way they handle calls. Features such as call recording, real-time call monitoring and whisper empower you to provide feedback to agents immediately, while an interaction is still fresh in their minds. In other words, these features can help you give your agents the advice they need to improve their performance, not just on their next call, but on their current one as well.
Active coaching is so vital to your immediate and future success that it’s advisable to appoint a capable agent or a team of successful agents to coach your call center team if you don’t have time to do it yourself or if your team is simply too big for you to coach single-handedly.
Focus on Customer-Centric Metrics:
Although many call center managers think speed is the most important metric when they’re evaluating an agent’s performance, other key performance indicators may be even more revealing. One such metric was mentioned earlier — first call resolution rate. Just two percent of customers who had their issues resolved during their initial call said they’d stop using a company’s products or services.
By comparison, 19 percent of the clients whose problems weren’t resolved by the first person they spoke to claimed they’d discontinue use of the organization’s products or services. With such a big difference in attrition, would you really mind if your agents spend three extra minutes on each call to resolve your clients’ issues the first time they reach out to your business?
Don’t Overuse Interactive Voice Response:
While many consumers enjoy helping themselves, it’s important for you to avoid overusing IVR. Even though it’s tempting to use IVR as much as possible to keep your labor costs low, you have to remember that every call your agents receive is an opportunity to reaffirm or establish a relationship with a live person. With that in mind, IVR is an effective feature that can route callers to the appropriate person, and you should use it to do just that — get your inbound callers in touch with one of your agents, not another self-service menu.
Inbound dialer software is the wave of the future — and it’s a wave you can ride to the top of your industry by using our inbound call center software and implementing some best practices in your call center. Contact EVS7 to learn more today.