The thing one must keep in mind while dealing with call center software solutions is that every strategy you adopt must revolve around the customer and customer satisfaction. You must be able to put yourself in the customer's shoes and look at your strategies objectively. Only then will you be able to come up with innovative and effective new strategies that work out well for both parties.
There are a few things all customers absolutely detest- one, when they have to continuously repeat what they say; two, when they have to call about the same problem over and over again. All of these problems can be efficiently dealt with only if you incorporate great call center routing strategies.
It's actually commendable to experiment with your call routing contact center software solutions. That allows you to come up with the correct, and even, the needed innovative strategies. By now, you must have scoured through the web looking for innovative strategies. But here are five strategies that you probably haven't even considered yet. Check them out:
1) Customer Retention
Since you're using outbound call center software, you would be familiar with the term CRM. The CRM is a database which contains all possible data that you would be needing about a particular customer. Now this customer retention routing would be tapping into this very database as soon as any customer calls. That means, you wouldn't be just getting information about the customer, you would also be getting a retention index. That formula would allow you to prioritize your customers and handle the call in a way that would retain the customer.
2) Familiarity Always Helps!
A customer who has already talked to an agent previously about his or her problem would be more comfortable talking to the same agent. That's not always possible in a call center though. However, if you select wisely and install the best telemarketing software for call routing, this can be avoided. With this feature, called “sticky agent”, your customer would be routed off to the same agent they talked to the last time they called. That certainly improves the relationship between the company and the business. It would also allow the customer to solve his issue much quicker.
3) Routing The Best Prospective Client
You must already be aware of the fact that there are several cloud customer service software which can size up a customer the moment they call. Now such software would help identify the best prospective customer. If you have an efficient routing strategy, this customer would be routed off to the most qualified agent that you have. That ensures that your top priority customer gets the best possible treatment and it leaves a lasting impression on his mind. While all this sounds pretty good, this software can be harder to maintain.
4) Multi channel queuing
This is a new technique that can be used to provide more efficient customer contact center software solutions. This is mainly done if you have more than one call center functioning under you. All these call centers would be having one resource queue in common. This particular resource queue would be handling all inbound calls, web chat, emails, social media reviews and so on. In case of a new work request, it would be routed off to the most skilled agent who is available. So do you see how smooth and easy your work becomes here?
5) Going Beyond The Call Center
Most cloud contact center software that you use allow you to route calls only within the call center. However, science and technology has allowed you to dabble in software which basically goes beyond the call center. The calls could be routed off to other individuals within the business who might have expertise in that particular matter. Increasingly, call centers are creating virtual contact centers which makes customer care seem like a piece of cake!
So you see how routing of calls the correct way could be key to a great business? That's why it is important to make sure you use only the best call center software when it comes to this. Such software would allow you to experiment with your call routing and even come up with your own strategies.
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