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.