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“Your profits reflect the success of your customers.” - Ron Kaufman
As rightly stated by Ron Kaufman, our customers’ behavior, as well as satisfaction and profits, are correlated.
Imagine having fewer customers. Wondering what that says about your business?
The primary objective of any business is to streamline operations into positive sales revenue.
As far as a call center is concerned, agents constantly try to work towards a positive customer experience. But how do you ensure you are touching the maximum potential of your call center sales?
A contact center ROI involves various factors that add and deduct to determine the sales revenue. For E.g., Let’s consider the typical case of agent onboarding.
Agent onboarding is time-consuming, and onboarding a single agent costs around $2500. Unfortunately, one major challenge we often fail to tackle is the agent attrition rate.
What if we said call center automation could help promote agent retention and reduce agent ramp-up time by 60%?
In fact, a report by Deloitte found that 76% of contact centers are planning to invest in artificial intelligence, and 73% of contact centers will adapt to process automation.
If you can increase agent retention and end up upskilling your employees, your sales revenue will boom incredibly. Agree?
Similarly, call center automation brings many more perks to the table that direct toward growth in sales revenue.
Hence, we will discuss how automated call centers tackle various factors that consolidate into an uptick in sales revenue. We hope this article will help you make business-driven decisions that will contribute immensely to scaling your call center ROI.
How About We Show You A Demo Of Convin’s Call Center Automation?
Understanding Automated Call Centers?
Automated call centers are a type of customer service technology that streamlines the customer service process using automated systems. Automated call centers contribute immensely to answering customer inquiries and handling customer requests.
Automated call centers can help businesses save money by reducing the need for manual labor and can also increase customer satisfaction by providing a more efficient customer service experience.
Automated call centers are becoming increasingly popular as businesses look for ways to improve customer service and increase sales revenue.
So, the next time you wonder, “how does sales revenue increase in a contact center,” you know the solution. Ready to upgrade your contact center?
A Call Center With No Automation
As discussed above, call center automation has established itself as a promised source to increase your call center sales revenue.
But let’s be specific. It is utterly important to understand the various areas where automated call centers contribute as an asset.
We want to voice some of the common challenges in call center setups. Let’s skim through them and understand them one by one.
Agents Fail To Follow A Script
Call center agent performance is a primary factor in customer satisfaction. On the other hand, call scripts are difficult to follow as an impromptu conversation can occur anywhere between calls.
Additionally, agents tend to sway away during conversations leading to a loss of context. It is difficult to judge an agent’s performance without following the call center script and evaluating what’s working and what’s not.
Frequent Occurance Of Misselling Episodes
Another frequent challenge occurring in call centers is compliance and misselling episodes. Misselling episodes result from the customer’s lack of knowledge regarding the product or service, the urgency of sales reps to meet targets or deadlines, and fraudulent intentions of sales reps.
With misselling happening within an organization, it becomes next to impossible to achieve a healthy brand reputation.
Check out this article: Call Center Compliance: Reduce Rampant Mis-selling Episodes With Convin
Lack Of High-Quality Calls
All agents are expected to make 50-60 calls daily. To cover that target, they often tend to dial fake calls. Now, the question is, how do we find out if those calls made it to the customer or were faked?
Time-Consuming Manual Quality Assurance
Manual call center QA is, first and foremost, a repetitive and boring task for auditors. Agree?
Contact centers have manual internal auditing programs with manual tools and sheets. But on an organizational level, it comes with multiple issues if done incorrectly.
For instance, only 1-3% of calls are audited through manual call center quality assurance. What about the rest of the 98% of calls?
The sampling size of call reviews being 1% poses some grave problems:
- Inefficiency
- Human errors
- Biased with certain agents
- Feedback offered to agents every month rather than daily or weekly.
- Low ROI due to fewer audits compared to the average number of daily calls.
- Manual auditing doesn’t meet a reality check due to a lack of viable information.
Inefficient Agent Coaching
Agent coaching can be a tricky task to achieve. Most contact centers follow one-on-one coaching. Scalable? Definitely NO.
Call center coaching in organizations is still generic and lacks proper coaching methods. With conventional coaching methods, agents take considerable time to ramp up. Yikes!
Unrealistic Targets
Ok, let’s admit it. Contact centers often end up setting up unrealistic targets for call center agents. This can have a gruesome effect on the agents who are not yet properly trained.
Lack Of A Knowledge Base
After providing decent training, it is important to keep agents on top of the game. Managers and supervisors often have new information to share, find new areas of improvement for agents, discover new training opportunities for agents, etc.
Often contact centers end up accumulating an unstructured and unorganized knowledge base that does no good to agents.
So these were some of the many challenges faced by call centers without automation. As a result, club these factors, and you’ll see a low sales revenue that ultimately harms the overall business.
Results first, payment later.
5 Incredible Ways To Boost Sales Revenue Using Automated Call Centers
1. Improved Call Routing And Prioritization
Automated systems can quickly identify the most valuable leads and route them to the appropriate sales representative. This improves the efficiency of the sales process and ensures that the most promising opportunities receive immediate attention.
2. Enhanced Customer Profiling And Personalization
Automated systems can analyze customer data and interactions to create detailed profiles, allowing sales representatives to tailor their approach to each customer and increase the likelihood of a successful sale.
3. Increased Efficiency And Productivity
Automation can handle routine tasks such as data entry and appointment scheduling, freeing sales representatives to focus on high-value activities such as closing deals and building relationships.
4. Better Data Management And Analysis
Automated systems can capture and analyze data on customer interactions, allowing sales teams to identify trends, make informed decisions, and optimize their strategies for better results.
5. 24/7 Availability
Automated call centers can handle inquiries and sales calls outside of business hours, ensuring no potential opportunities are missed.
Increase Your Sales Revenue by 21%. How? Let Us Do The Explaining. Book A Demo Free Of Cost Today!
How Convin Boosts Sales Revenue By 21% Using Automated Call Centers
Convin’s omnichannel contact center was created to simplify most call center challenges and increase the outflow of sales using artificial intelligence and conversation intelligence. Convin has managed to rip apart thriving obstacles like customer satisfaction, sales, compliance monitoring, and quality assurance by automating contact center processes.
Let’s have a quick glance at the various features and challenges solved by Convin’s Contact Center Software.
1. Automated Call Center Quality Assurance
We are no longer talking about 1-2% call audits but a 100% call center QA. To leave behind all shortcomings, including random sampling leading to biases, inaccurate data analysis, infrequent feedback, and human errors, Convin audits 100% of conversations.
Elimination of these factual errors overturns the annual ROI in a positive direction.
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What will you find inside:
- 100% audit of calls, emails, and chats.
- Ability to video and audio comments for a more intuitive experience.
- An AI score depicting the call quality with respect to the parameters set by the organization.
- A bar depicting customer sentiment analysis.
- Transcriptions in Hindi, English, and Hinglish.
- Much more features and insights on the call which can be used to make business-driven decisions.
2. Automated Call Center Coaching
Convin has a comprehensive learning management system that encourages lower ramp-up time and boosts agent productivity.
With Convin’s automated call center coaching, agents can be trained easily and upskilled upon requirement in a shorter time. Moreover, you can monitor their learning process using the Convin contact center software.
Look out for the library that let’s you store important resources that you want to share with your team and even create assessments to evaluate their progress.
3. Customer Intelligence
Convin customer intelligence goes beyond customer service by listening to what the customers have to say!
Customer intelligence is a gold mine of customer insights derived from customer conversations. From grabbing words, phrases, and moments that indicate business-winning and losing to keywords that point to competitors, there is nothing you can’t find out about your customers using Convin.
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Summing Up
So that’s it! We have covered it all. However, there is a lot more information that you can find out just by asking us. With automation comes the ability to track your progress.
Convin makes sure that this progress goes exponentially upward and results in an uptick in sales. After all, a well-performing contact center can never go wrong.
We have seen some amazing results with our clients, and you can be next. Are you ready to launch your sales revenue by 21%?
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