To accomplish the future needs of organizations in terms of communication automation, contact centers must break away from the traditional operational styles and think of new ways to operate. Organizations must try to achieve call center efficiency to optimize their operations.
Call center solutions should be implemented to enhance business credibility to fulfill enterprise needs. To enhance communication automation, inbound and outbound contact center software plays a major role in a positive customer experience.
Many features are useful to build, implement, and support either in cloud telephony or on-premise to achieve call center efficiency. They change an organization’s future by implementing them in the right manner based on the business nature.
Contact center software functions with a deep understanding to create a customer engagement center of excellence. But the company must manage the features optimally to deliver results. One must know the call center efficiency metrics to achieve excellence.
Emphasizing the methods and benefits listed below helps yield call center efficiency through cloud telephony & hosted call center solutions.
- Quality Training
- Call/Caller Monitoring
- Automate Call Flow
- Self Service
- Data Campaign
- Notifications
- Reports & Analytics
Quality Training
The contact center depends on the quality of service the agents provide. Cloud telephony or hosted IVR is helpful to elevate all types of organizations’ products and services. It helps to provide detailed explanations to the customer.
Office24by7’s agent CTI is a simple computer telephony integrated solution. It helps organizations assign leads to agents with the right skill set. It efficiently makes caller information conveniently accessible for an ongoing interaction, reducing the call handling time and improving call quality.
Integrating agent CTI is useful for providing product information and details for new agents to establish professional communication with customers and boost call center efficiency.
Call Monitoring
Office24by7 helps the admin/supervisor of the organization monitor agents’ calls or join a call conversation at the managerial level with the facility of call whispering, barging, and snooping. With this, team leaders can use insights into the conversation between the customer and agent to enhance and assure quality standards.
It also helps track agent performance by monitoring call duration, logs, and records.
Call Flow Automation
This is a flawless communication protocol for customer satisfaction as it helps customers reach their desired communication points. Call flow automation through TTS or API reduces human intervention and provides information to the customer. The IVR Integrations or call automation leverage professional handling of high call volume while driving customers to reach their favorable or desired departments of an organization.
Self Service
Cloud IVR and hosted IVR software connects the customer to their desired department in a fraction through the programmable extension feature. This is a self-service manual. All that the caller has to press is the desired extension number to reach the desired endpoints. This routes the call back to the main IVR menu or the allocated operator session as programmed if the extension is unknown.
Data Campaign
Data filtration plays a major role in increasing agents’ productivity or call activity significantly. Office24by7 has features like advanced filtration of outed data, invalid numbers, and DND numbers from the list. The obtained list qualifies for fast and accurate call connectivity. Eliminate the call drops and delays, increase the PRI utilization, and optimize call center’s efficiency.
Post-Call Survey/Feedback IVR
Post-call surveys are a valuable tool that plays a major role in gauging customer satisfaction levels, evaluating caller experiences, and providing valuable insights for the business. After interacting with the agent and the customer, gathering feedback via SMS and email integrated with a short URL is probable. Voice call is also useful for measuring customer satisfaction with their DTMF input.
Notifications & Reports
Integrating the notification option helps increase the quality of user interaction. Adding unlimited SMS or email notification alerts on hourly, daily, weekly, and monthly for inbound calls, outbound calls, missed calls, and call-backs help the customer.
Customized Reports & Analytics
Office24by7 facilitates advanced features to extract reports and analytics based on the business. Customized reports help to understand the call flow easily. Office24by7 addresses common and rare occurrences of organizations with unique features to achieve and improve operational efficiencies. Office24by7 complements cloud telephony and hosted call center solutions with varied customizations to improve leads and call quality for rapid results. Our features ensure every organization achieves call center efficiency to streamline their business and sales processes.
