Say you have an agent performing really well. In the last two years, he has won and retained many prospects. Despite challenges, he can bring in conversions, and the entire organization relies on him to train new-coming agents.
Then something serious happens. Suddenly, there’s a fall in conversions, and customers seem to be leaving. What’s next?
You sit back to analyze all his calls, but there are too many. To get a clearer analysis, even add other agents’ calls to the list.
Questions pop up in your head like an incoming storm.
- Is something wrong with the overall agent performance?
- Is Something wrong with the script?
- Are the customers dissatisfied with the product or service?
- Has someone replaced the market with better products?
As daunting as these questions might sound, getting to the root problem is the only ray of hope. But how do you analyze all of the 10k+ calls quickly before you lose any more customers?
Considering such SOS situations, contact center technology emerged to counter-fight these challenges. So, what is contact center technology? Let’s address this first.
What Is Call Center Technology?
Call center technology is the cluster of tools, software, and equipment call centers use to manage customer interactions. These interactions happen over phone, emails, and chats.
Some examples of automated call center technology include automatic call distribution (ACD) systems, interactive voice response (IVR) systems, customer relationship management (CRM) software, workforce management (WFM) software, speech analytics tools, and quality assurance tools. These technologies help call centers to streamline their operations, improve efficiency, and enhance customer experience.
Call monitoring software can analyze conversations between agents and customers to identify areas for improvement, while quality assurance tools can help monitor and evaluate agents' performance.
Call center technology plays a crucial role in helping call centers deliver high-quality customer service and meet customers' evolving needs in today's digital age.
What Happens If You Don’t Know Your Competitors?
Firstly, not knowing your competitors wasn’t a huge problem for many years until customer service gained its importance.
A report by Hubspot states that 68% of consumers are willing to pay more for products and services from a brand known to offer good customer service experiences.
Through our customer conversations, we realized certain challenges which might need troubleshooting. But with the right tools, these challenges can positively impact your customers and your business.
- Not designing a call center script with a structured benchmark.
- Lack of analysis of the call center script.
- Improper call evaluation leads to overseeing incorrect call flows and flawed call quality.
- Not updating the call center scripts due to a lack of market insights.
- Wrong prediction of competitors and their demand.
- Lack of identification of customer sentiments.
Results first, payment later.
How Does Call Center Technology Help Identify Your Competition?
With the infusion of AI in call center softwares, businesses can extract valuable information from customer conversations. These include agent performance, customer sentiments, tracking call center metrics, etc.
Apart from the many actionable insights generated by the call center softwares, one of the crucial features is customer intelligence. The customer intelligence feature provides a competitive edge over your competitors by diving into the customers’ brains.
For e.g., If you can find out to which business you’re losing your customers through them, you can develop your products and services, identify your competitor’s weaknesses and win them over easily.
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Why Customer Intelligence?
Customer intelligence is the master tool that captures every opportunity won or lost and presents its reason for the occurrence to you.
Let’s understand this better with an example of Convin’s Call Center Technology. Convin’s contact center software has its customer intelligence tool that looks into various aspects of customer conversations, including objections, conversation reasons, questions, product features, competition, etc.
1. Conversation Reasons: Find out the reasons and frequency behind the reasons for conversations.
2. Objections: Objections reflect your customers' concerns toward your business or service.
3. Questions: Questions are a great way to refine your call center script. It also opens opportunities to game up your customer service.
4. Product Features: Product features show the number of calls where customers showed interest in learning about your product. Moreover, those conversations often contain your competitor's key winning features that you can later replicate or improvise.
5. Competition: This is one of the most important features where your customers end up spilling your competitors' names. Contact center technology captures such words paving the way for you to compete better.
6. Sentiment: Sentiment analysis reveals your customers’ overall sentiments throughout the call. You can also peek into which moments led to positive sentiments and vice-versa.
Moreover, that’s not all - you can also voluntarily search for keywords, and the system filters out these results in a flash. These results consist of conversations, snippets, and moments; all you need to do is utilize it to refine your goals accordingly.
This is a new-age technology that not only helps you regulate your call center management but also helps you beat your competitors.
What Are The Final Use-Cases Of Customer Intelligence?
To sum up the benefits of customer intelligence, here is a brief outlook of the final results.
- Find out what your customers are thinking.
- Refine your call center script, KPIs, and goals accordingly.
- Improvise your customer service and boost customer satisfaction.
- Break through your competitor’s strengths and weaknesses and overpower them with better products and services.
- Discover areas of improvement through your customers and rectify them to achieve business-winning results.
- Easily track call center compliance reasons and rectify them from the root.
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Frequently Asked Questions
1. What Are Some Of The Contact Center Technology Trends?
Several contact center technology trends are shaping the industry:
- Cloud-based solutions: Cloud-based contact center solutions are becoming increasingly popular due to their scalability, flexibility, and cost-effectiveness.
- Artificial Intelligence (AI): AI-powered chatbots, and virtual assistants are deployed to improve the customer experience and streamline agent workflows. AI can also assist in predicting customer needs and personalizing interactions.
- Omnichannel communication: Customers expect to be able to communicate with businesses across multiple channels, such as phone, email, social media, and chat. Contact centers are integrating these channels to provide a seamless customer experience.
- Data analytics: Contact centers are leveraging data analytics to gain insights into customer behavior and improve the quality of interactions. This includes real-time speech analytics and sentiment analysis.
- Workforce management: Advanced workforce management tools are being deployed to optimize agent schedules, improve productivity, and enhance call center coaching.
These trends are likely to continue shaping the contact center industry in the coming years as businesses seek to improve customer experiences and optimize operations.
2. What Are The 4 Elements Of Contact Centre?
The four main elements of a contact center are:
- Agents: Contact center agents are the people who interact with customers via phone, email, chat, or social media. They are responsible for resolving customer issues and answering inquiries.
- Technology: Contact centers rely on a variety of technology tools and platforms to manage interactions with customers, such as customer relationship management (CRM) software, automatic call distribution (ACD) systems, and interactive voice response (IVR) systems.
- Processes: Contact centers have well-defined processes for handling customer interactions, including procedures for routing calls to the appropriate agent, tracking customer inquiries, and managing follow-up actions.
- Metrics: Contact centers use a variety of metrics to monitor performance, such as average handle time, first call resolution rate, and customer satisfaction scores. These metrics help managers evaluate agent performance, identify areas for improvement, and optimize contact center operations.
3. What Are The Five Pillars Of Contact Centre?
The five pillars of a contact center are:
- Strategy: This refers to the overarching plan for the contact center, including its mission, goals, and objectives. It involves setting targets for customer satisfaction, agent productivity, and other key performance indicators (KPIs).
- People: The people pillar involves recruiting, hiring, and training contact center agents, as well as developing a strong organizational culture. It also includes developing employee engagement, retention, and career growth strategies.
- Process: The process pillar involves defining and optimizing workflows, including call routing, issue escalation, and customer follow-up. This pillar also includes developing quality assurance processes to ensure that agents meet performance standards.
- Technology: The technology pillar includes selecting and implementing the right contact center technology tools, such as customer relationship management (CRM) systems, workforce management (WFM) software, and automated chatbots.
- Data: The data pillar involves collecting and analyzing customer data to understand their needs and preferences. This includes using analytics tools to track customer interactions, measure performance, and identify areas for improvement.
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