Call Centre management has been transforming from what we had yester years. Now, the game is more about Customer Retention, Customer Acquisition and cost optimization and excelling in your competition. Now comes the question of how can you excel in your Customer Service Management? As it has emerged as a key to the success of every businesses.
Cloudagent has been designed keeping in view about each and every vertical and the processes involved in such verticals such that we can deliver a superior customer experience. Cloudagent recommends 3 strategies to optimize your call center operations.
1) Adhering to Departmental Key Performance Indicators
Although fundamental agent-monitoring KPIs such as average handle time (AHT), average speed of answer (ASA) and average talk time (ATT) will continue to be important measures in evaluating contact center performance in the foreseeable future, there is an increasing need to broaden the toolset. Using measurements focused on meeting company goals (such as increased sales) and objectives in the areas of customer satisfaction (“Are my customers happy?”), corporate and brand image (“How are we perceived?”) as well as building customer loyalty become more critical. These goals and objectives must be reviewed and adjusted annually, at minimum, to ensure an ongoing match between corporate mission and objectives and contact center performance. The corporate agility to change measured metrics and management tools to match evolving objectives and changing market conditions will be crucial to the success of the overall customer service effort.
At CloudAgent, “Interactive Analyst” helps you in sticking to your KPI’s. The Interactive Analyst is contact center analytics tool bundled with CloudAgent. IA enables supervisor and decision makers to get the In-depth knowledge of their contact center . IA lets businesses know SLA performance, Agent Productivity, Overall Contact center productivity and customer satisfaction. You can also schedule the selected report to be delivered as email in your Inbox. The CloudAgent contact center dashboard provides real-time statistics of contact center performance. Supervisor can monitor one or more sites from Anywhere, Anytime over the web. This allows supervisors to easily monitor and manage distributed contact centers across locations. There are over 200 Dashboards that the customers can schedule on a daily, weekly or monthly basis. This helps the customers in closely monitoring their KPI’s and achieving them.
2) Building an Integrated Call Centre
Optimizing a customer service implementation requires integration and a complete customer
profile development across front-office and back-office operations, multiple departments and all available access channels. In addition, all operational data gathered from support systems must be unified within an actionable insight framework to drive operational KPIs from efficiency to effectiveness. Until this data integration and system coordination is achieved throughout the technologies, processes and data stores within the enterprise, customer service efforts will be sub-optimized. Building a integrated cloud contact center is a complex proposition, Cloudagent provides it all at just one click away. Using Cloudagent is easy and will just take 30 mins to install. Cloudagent can also be used not just for calls but also for emails and SMS.
3) Process Optimization
Process optimization has been the key challenge for the senior management of companies. Process optimization if handled End-to-End, can attain desired results for any organization. Integrated quality monitoring tool, allows supervisors to judge and rate the agent performance on various process specific parameters. This helps isolate performance shortfalls and take corrective steps to rectify them, and align training to improve performance. This also provides early insights into customer expectations and behavioral trends, that helps decision makers align business strategies to keep up with business competitiveness.
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