From being ordinary software for facilitating customer conversations, call center software has become quintessential for building a relationship with customers. As one of the critical elements in the customer journey, call center solutions have undergone rapid advancements in the recent past.
For every business, a call center management software makes sense, saving significant time and dollars. Not surprisingly, the size of the global call center market is set to reach USD 496 billion by 2027 as per Statista. With the amalgamation of new technologies and techniques, the software gains more muscle.
Why is a call center solution suitable for every business?
Widespread uses such as outbound call center software for outreach and sales activities and inbound call center solution for customer support fits in the customer centricity model effectively.
Makes remote customer interactions valuable:
In the new normal, hyper remote, and hybrid world, call center software is the only way you can effortlessly keep in touch with your customers. For example, an outbound virtual call center software can serve as a growth engine. By boosting sales and connecting potential customers, who pass through the sales funnel with meaningful interaction with call center agents.
Serves as a preferred touchpoint
Picking up a phone and dialing a number or hitting the touchpad of the screen to reach out to a customer service representative is commonplace. As per McKinsey, even before the pandemic hit, call center solutions homed 2-4 times more customer touchpoints than traditional interactions.
- right strategy
- compelling customer engagement
- and excellent operational execution
Customers today are more than willing to dial-in numbers and use these touchpoints. This gives every business an opportunity to make use of the preferred touchpoint and foster better relationships.
Hyper-personalized interactions:
Personalization is an old trick in the book that we are all familiar with. A brick-and-mortar shopkeeper entices you to make a purchase for a product that’s not on your wishlist. Hyper-personalization works in the same way. A virtual call center solution enables you to influence the purchase decision from miles away. And at the same time helps you to differentiate yourself from the competition with one-on-one customer interactions.
Analysis and strategy tool:
Thousands of customer records and interactions over time lend you precious data to mine. With call center analytics tools in call center management software, every industry can gain insight into customer behavior.
Without spending millions of dollars and time on finding out what should be your marketing and sales strategy, or product portfolio expansion, you have readily available data. This can help you understand a customer’s pain point, plug the issues before they bubble, and stay competitive.
Efficiency and speed:
For every business, time and money are precious resources. What if you could do more with every dollar spent? What if you could cut down on manpower costs? Bringing inefficiency by increasing the productivity of every resource can ultimately lead to huge cost savings. Advanced call center solutions today have features such as:
- Auto dialers
- CRM integrations
- SMS integrations
- Advanced reporting
- Self-service tools
- Advanced call routing
- Skill-based mapping
These features, among many others, make call center software ideal to save cost and time.
Let’s look at some use cases to understand how businesses from every industry can benefit from call center software solutions.
Use Cases
Insurance:
As an insurer, service-to-sales performance is an integral aspect. An insurance company sought to improve its up-sell and cross-sell parameters. The company’s leaders identified call center solutions as a strategic tool. The organization found contact center operations can be a crucial driver and decided to impart training to call center representatives and use skill-based call routing, one of the advanced features available in call center software. The skill-based call routing was aimed at enhancing the performance of the call center employees supplemented with a targeted rewards scheme.
Using Interactive Voice Response (IVR) system, the company was able to determine if a caller was new or an existing customer and the purpose of the call. Based on the process, calls were routed to the best-suited agents for the request. Other call center employee focussed initiatives tied with rewards were rolled out. The result:
- 40% increase in sales conversion from service calls
- Steady average handling times
- Improved customer satisfaction scores
Healthcare:
Organizations in the healthcare services are flooded with a high number of calls. At the same time, delivering healthcare services has become competitive. With distributed hospital networks, physician practices, and diagnostic centers, healthcare services are often not unified.
A contact center can help to bring together these disjointed interactions with virtual call center software. Both patients and healthcare services providers can use the virtual platform for interactions. The call center can streamline the requests and direct them appropriately, or escalate as the case may be.
A healthcare provider used a contact center to improve its patient experience with better appointment scheduling. An enterprise-wide contact center management software was rolled out to improve practices. Actions like policy and procedure standardization for customer interactions were done. With better planning, there was visibility in workforce needs, and additional manpower was employed. The initiatives led to:
- Higher revenue from enhanced customer engagement and payment collections practices, leading to more customer loyalty.
• More involved and engaged workforce in daily operations, who leveraged call center tools to drive better customer relationships.
• A scalable technology platform that could grow with the organization and integrate well with existing applications, ushering in higher efficiency and productivity.
• Better and consistent services impacted patient experience across every location ably supported by the contact center software. include:
- A new patient calls to schedule an appointment. For example when a patient dials in and there are no available physicians or hospital beds available, the customer care executive redirects him to the closest unit of the healthcare provider. This helps both the patients and healthcare provider. For the patient, it saves him the hassle of connecting with another healthcare provider by availing appointment at the closest center. For the healthcare provider, it means more revenue as the patient services are delivered by its network of hospitals or clinics.
- When an existing patient calls, his records can be pulled out immediately with call history and appointment scheduling takes much less time. With the documents already fed into the system, the process of securing payment from the insurer is also effortless. The appointment can be made with complete insurance verification.
Transform customer experiences!
A call center software today is more than just a tool for customer interaction. The use cases above clearly illustrate how they can be a growth engine—cut time and money. And at the same time completely transform customer experiences.