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Articles from Surabhi Joshi | Selfgrowth.com
- TIPS TO REDUCE CALL CENTER SHRINKAGE: I - by Submitted on Oct 25, 2019 from Surabhi JoshiCall center shrinkage can be quite jeopardizing. So, the call center managers should consider taking measures to minimize it. Here, we have mentioned some tips that would help with the same: 1. Consider tracking the negotiable categories of shrinkage: The non-negotiable category of call ...
Views: 406 - ALL YOU NEED TO KNOW ABOUT CALL CENTER SHRINKAGE - by Submitted on Oct 24, 2019 from Surabhi JoshiCall center shrinkage is a measure the time wasted in the call center due to things like vacation, breaks, lunch, holidays, sick time, training and more. Shrinkage is a measure used in contact centers that helps calculate the difference between the number of staff that a forecasting system says ...
Views: 353 - IMPORTANCE OF CALLBACK MESSAGING FOR CALL CENTERS - by Submitted on Oct 23, 2019 from Surabhi JoshiCallback messaging is a service that allows callers to leave personal contact information, either spoken or through the number pad so that an agent can call them back and they retain their place in the queue. This is very useful when call volume is high. This amazing feature offers the caller an ...
Views: 357 - WHY YOU SHOULD EMPLOY A PREDICTIVE DIALING SYSTEM: II - by Submitted on Oct 22, 2019 from Surabhi Joshi1. Helps organize and maintain client database appropriately: Making use of a predictive dialing system can help organize and manage the client database and maintain all relevant records systematically. In other words the manual process of manually scribbling down the notes is replaced by an ...
Views: 317 - WHY YOU SHOULD EMPLOY A PREDICTIVE DIALING SYSTEM: I - by Submitted on Oct 21, 2019 from Surabhi JoshiAs we all know, predictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing system helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. ...
Views: 334 - ADVANTAGES OF USING A POWER DIALING SYSTEM: II - by Submitted on Oct 19, 2019 from Surabhi Joshi1. Improves idle rate per agent: Power dialing system refers to an automated telephone dialing system that connects prospects with agents more efficiently by allowing agents to focus on live connections instead of manual dialing. It makes use of a manually-configured calls-to-agent ratio ...
Views: 336 - ADVANTAGES OF USING A POWER DIALING SYSTEM: I - by Submitted on Oct 18, 2019 from Surabhi JoshiIn our previous article, we made you familiar with the concept of power dialing system. Now let’s have a look at the benefits that this highly efficacious technology can provide to the call centers: 1. Enhances the lead generating and nurturing process: Filtering out the blacklisted ...
Views: 359 - YOUR GUIDE TO PREDICTIVE DIALING SYSTEM - by Submitted on Oct 17, 2019 from Surabhi JoshiPredictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers ...
Views: 330 - ALL YOU NEED TO KNOW ABOUT POWER DIALER - by Submitted on Oct 16, 2019 from Surabhi JoshiThe term “dialer” refers to an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy national or international access codes to be dialed. A dialer automatically inserts and modifies the ...
Views: 307 - AGENT STATUS AND ITS IMPORTANCE : II - by Submitted on Oct 15, 2019 from Surabhi Joshi1.Ensures efficient call routing: Agent statuses are taken into account by the call center software in order to direct calls only to those agents who are available to take calls. As a result, the likelihood of inappropriate routing is eliminated. In other words, it helps avoid such situations ...
Views: 388 - AGENT STATUS AND ITS IMPORTANCE : I - by Submitted on Oct 14, 2019 from Surabhi JoshiAgent status refers to a feature that allows call center agents to display their present state of work to the rest of the team. The most common method of doing this is to select a status from a pre-created drop-down menu. Generally, there are six agent statuses. All of them have been listed ...
Views: 355 - ADVANTAGES OF HAVING BLENDED AGENTS - by Submitted on Oct 11, 2019 from Surabhi JoshiIn the context of a call center, the term blended agents refers to the agents who manage both incoming and outgoing calls and applications as needed. Need is determined by contact center traffic levels. The blended agents in any call center are trained to handle both incoming and outgoing calls. ...
Views: 419 - STEPS TO DESIGN AN EFFECTIVE QUALITY MONITORING PROCESS - by Submitted on Oct 10, 2019 from Surabhi JoshiQuality monitoring process aims at evaluating the agents in an effective manner. It is employed to identify the calls failing to meet predefined standards. Thereafter, you can make informed decisions to make the process better, faster and quicker. The following steps need to be followed when ...
Views: 375 - TIPS FOR DESIGNING AN EFFECTIVE CALL SCORING EVALUATION FORM - by Submitted on Oct 09, 2019 from Surabhi JoshiThese days, call scoring evaluation forms are being extensively utilized when analyzing live or recorded calls. These forms, when used along with call recording are highly beneficial for the call centers as they can be used to help enrich the feedback provided to agents during coaching sessions. ...
Views: 336 - ALL YOU NEED TO KNOW ABOUT CALL SCORING - by Submitted on Oct 07, 2019 from Surabhi JoshiCall scoring is a process that enables you to derive additional benefits from efforts to analyze recorded calls for information. This process can benefit customers, agents and company sales and marketing plans. It provides a systematic means to conduct these reviews and identify the weakest ...
Views: 349 - CALL RECORDING AND ITS SIGNIFICANCE: III - by Submitted on Oct 05, 2019 from Surabhi Joshi1.Enhances customer satisfaction: The quality of interaction between a call center agent and a customer decides the efficiency of customer service which further affects customer satisfaction. Therefore, the agent has to communicate clearly, maintain phone etiquette, treat the customer with ...
Views: 372 - CALL RECORDING AND ITS SIGNIFICANCE: II - by Submitted on Oct 04, 2019 from Surabhi Joshi1. Helps enrich feedback during training sessions: Excerpts from call recording can be used to demonstrate the agents where exactly they failed to meet expectations. The quantitative data from call scoring forms will help to make the feedback more comprehensive. Moreover, this will enhance ...
Views: 350 - CALL RECORDING AND ITS SIGNIFICANCE: I - by Submitted on Oct 03, 2019 from Surabhi JoshiCall recording software records telephone conversations over PSTN or VoIP in a digital audio file format but it’s distinct from call logging and tracking. However, the software may include both recording and logging functionality. The actual recording takes place on a recording system with ...
Views: 303 - BENEFITS OF USING SPEECH ANALYTICS: II - by Submitted on Oct 01, 2019 from Surabhi Joshi1.Deflates operating expenses: Speech analytics can help deflate operating expenses by detecting cost savings and ways to avoid spending money while generating incremental revenue. In order to tune a speech analytics application for a specific site, a significant investment in time and ...
Views: 339 - BENEFITS OF USING SPEECH ANALYTICS: I - by Submitted on Sep 30, 2019 from Surabhi JoshiAs we mentioned in an earlier post, speech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The information cumulated using speech analytics can be used to discover information relating to strategy, ...
Views: 465 - BLENDED UNIVERSAL QUEUE SYSTEM AND ITS ADVANTAGES - by Submitted on Sep 28, 2019 from Surabhi JoshiBlended universal queue, more appropriately known as the universal queue (UQ) refers to an advanced concept in contact center design. As per this concept, multiple communications channels (such as telephone, fax, and email) are integrated into a single queue to standardize processing and ...
Views: 455 - CALL BLENDING AND ITS UNMATCHED BENEFITS - by Submitted on Sep 27, 2019 from Surabhi JoshiCall blending refers to the capability to make outbound calls while also being able to receive inbound calls, all in one easy technologically created the system. It helps in the equal distribution of calls among the workstations in a call center. This means that all the agents have the same ...
Views: 342 - ALL YOU NEED TO KNOW ABOUT WORKFORCE MANAGEMENT - by Submitted on Sep 26, 2019 from Surabhi JoshiWorkforce management is a term used for an institutional process that maximizes performance levels and competency for an organization. This process consists of all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance ...
Views: 370 - TIPS TO REDUCE AFTER CALL WORK TIME: II - by Submitted on Sep 25, 2019 from Surabhi Joshi1. Use repetitive calls as an advantage for wrap time: Repetitive calls can be advantageous for work time. Consider making a process document of common best practice call text paragraphs. These call text paragraphs can further be classified into the types of calls your agents receive. This ...
Views: 389 - TIPS TO REDUCE AFTER CALL WORK TIME: I - by Submitted on Sep 24, 2019 from Surabhi JoshiAfter call work time is a term used to describe the time taken by an agent to complete any transactions or work for a customer after the call has ended. This is considered as an important bit of time in a contact center once a call has ended when the advisor can update the system with the ...
Views: 383 - YOUR GUIDE TO SPEECH ANALYTICS SOFTWARE - by Submitted on Sep 23, 2019 from Surabhi JoshiSpeech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information regarding client interactions with an enterprise. Speech analytics ...
Views: 330 - YOUR GUIDE TO CALL CENTER SCHEDULE ADHERENCE - by Submitted on Sep 21, 2019 from Surabhi JoshiCall center schedule adherence is an important terminology related to call centers. It refers to the common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work. Schedule adherence can take into account time spent ...
Views: 407 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: V - by Submitted on Sep 20, 2019 from Surabhi Joshi1. Provide your agents with the right tools: The tools that you provide to your agents play a crucial role in deciding the quality of their service. In certain scenarios where the agents are provided with complex tools, that they are unable to use appropriately, they take much more time than ...
Views: 354 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: IV - by Submitted on Sep 19, 2019 from Surabhi Joshi1. Know your customers: This is one of the most important and effective strategies when trying to reduce your call abandon rate. In order to be able to provide your customers with good messages, good music, and everything else that would help you improve your call abandon rate, you need to ...
Views: 288 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: III - by Submitted on Sep 18, 2019 from Surabhi Joshi1. Offer a callback facility: In order to reduce the call abandon rate, you can consider replacing hold time with a callback. According to research conducted by Forrester, providing the customers with an option to hold their place in the queue and go on to do something else is highly ...
Views: 319 - TACTICS TO REDUCE YOUR CALL ABANDON RATE: II - by Submitted on Sep 17, 2019 from Surabhi Joshi1. Leverage CDR systems: You can leverage CDRs i.e. call detail report systems to effectively improve the customer experience and lower your abandon rate. The call detail report systems capture information about which line a call came in on, the time it came through, how long the customer was ...
Views: 296 - TACTICS TO REDUCE YOUR CALL ABANDON RATE : I - by Submitted on Sep 16, 2019 from Surabhi JoshiAs a matter of fact, callers do not like to be on hold for a long time and agents do not enjoy talking to callers who have been on hold. But these things occur quite often. According to a research, call abandonment is on the rise, as call centers are being asked to do more with less while facing ...
Views: 290 - CALL ABANDONMENT RATE AND ITS ELEMENTS - by Submitted on Sep 13, 2019 from Surabhi JoshiAn abandoned call refers to a call or any other type of contact proposed to a call center but ends before any communication takes place. Call abandonment rate better known as “Abandon Rate” further refers to the percentage of inbound phone calls made to a call center or service desk that are ...
Views: 319 - HOW TO DEAL WITH A DIFFICULT CUSTOMER: III - by Submitted on Sep 12, 2019 from Surabhi Joshi1. Leverage the power of your smile: Callers would appreciate calm and friendly demeanor. Donning a pleasant expression automatically helps your voice convey friendliness and openness. On the other, staying straight-faced, on the other hand, immediately removes that kindness from your voice. ...
Views: 301 - HOW TO DEAL WITH A DIFFICULT CUSTOMER: II - by Submitted on Sep 11, 2019 from Surabhi Joshi1. Let your customer’s know that you care: In order to deal with a difficult customer, numerous of strategies can be employed. It becomes crucial to show concern for the customer’s feelings. Your voice communicates your attitude when handling customers on call. People respond more to how you ...
Views: 372 - HOW TO DEAL WITH A DIFFICULT CUSTOMER: I - by Submitted on Sep 10, 2019 from Surabhi JoshiIn today’s era, quality customer service is a necessity when you are trying to stand out of the crowd. It helps you differentiate your competitors. Businesses with poor customer service risk losing revenues, profits and even going out of business. You need to know that dealing with difficult ...
Views: 310 - STRATEGIES TO IMPROVE FIRST CALL RESOLUTION STATS: III - by Submitted on Sep 09, 2019 from Surabhi Joshi1. Avoid conflicting metrics: Call centers make use of a number of metrics to determine quality and profitability. Some of these metrics are business oriented and others are customer oriented. In order to boost the first call resolution stats, the metrics provided by the call center should ...
Views: 261 - STRATEGIES TO IMPROVE FIRST CALL RESOLUTION STATS: II - by Submitted on Sep 07, 2019 from Surabhi Joshi1. Minimize call escalations: In order to improve first call resolution, you need to analyze your call center communications to find out the most frequently escalated calls. Once you understand the issues that prompt these calls, take steps to minimize the escalations. These steps may include ...
Views: 280 - STRATEGIES TO IMPROVE FIRST CALL RESOLUTION STATS: I - by Submitted on Sep 06, 2019 from Surabhi JoshiIn our previous post, we talked about the importance of FCR for call centers. You are now familiar with the numerous benefits that first call resolution can provide you once you start using it in your organization. Now, let’s look at the some of the effective strategies that can be employed to ...
Views: 329 - IMPORTANCE OF FIRST CALL RESOLUTION - by Submitted on Sep 05, 2019 from Surabhi JoshiBy now, you are familiar with first call resolution and elements it consists of. FCR is a highly efficient method of improving chat centers’ efficiency. It is a fact that large number of organizations have heard about first call resolution but only a handful of them truly understands its ...
Views: 414 - YOUR ULTIMATE GUIDE TO FIRST CALL RESOLUTION - by Submitted on Sep 04, 2019 from Surabhi JoshiFirst call resolution is a term related to CRM system. It means properly addressing the customer’s need the first time they call. This eliminates the need for the customer to follow up with a second call. The average time an agent spends on each call is known as talk time and is a common call ...
Views: 314 - WHAT IS MEANT BY NET PROMOTER SCORE? - by Submitted on Sep 03, 2019 from Surabhi JoshiNet Promoter Score refers to a management tool that can be utilized to gauge the loyalty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is correlated with revenue growth. NPS measures the loyalty that exists between a service ...
Views: 330 - WHAT IS CUSTOMER EXPERIENCE MANAGEMENT? - by Submitted on Aug 31, 2019 from Surabhi JoshiCustomer experience management refers to the collection of processes a company utilizes to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. CEM aims at optimizing customer experience through gaining the loyalty of the ...
Views: 336 - USES OF AUTOMATIC SPEECH RECOGNITION SYSTEM: II - by Submitted on Aug 30, 2019 from Surabhi Joshi1. Provide quick access to information: Automatic speech recognition system is the best available technology if you have customers who need fast access to information. There are many circumstances when customers do not actually need or want to speak to a live operator. This happens when they ...
Views: 348 - USES OF AUTOMATIC SPEECH RECOGNITION SYSTEM: I - by Submitted on Aug 29, 2019 from Surabhi JoshiBy now, we are familiar with the automatic speech recognition technology. We have already discussed about its basics, working and benefits. Now, let’s take a look at its uses. Automatic call recognition can be used for the following purposes: 1. Handle high volumes of customer service ...
Views: 355 - ALL YOU NEED TO KNOW ABOUT AUTOMATIC SPEECH RECOGNITION - by Submitted on Aug 28, 2019 from Surabhi JoshiAutomatic speech recognition, also known as speech recognition is the inter-disciplinary sub-field of computational linguistics that develops methodologies and technologies that enables the recognition and translation of spoken language into text by computers. This technology is known by various ...
Views: 343 - BENEFITS OF AUTOMATIC CALL DISTRIBUTION (ACD): II - by Submitted on Aug 27, 2019 from Surabhi Joshi1. Shorter response time: One of the most important benefits of ACD is short response time. This call distribution system is highly capable of identifying VIP callers who have a reputation of high-ticket transactions. Since, the ACD system filters the calls on predefined criteria, these calls ...
Views: 299 - BENEFITS OF AUTOMATIC CALL DISTRIBUTION (ACD): I - by Submitted on Aug 26, 2019 from Surabhi JoshiSo far we have discussed about automatic call distribution system, its features and its integration with the IVR technology. Apart from its mind blowing features ACD offers a number of benefits that are extremely useful in increasing the efficacy of any organization. Let’s take a look at some of ...
Views: 302 - CAPABILITIES OF AUTOMATIC CALL DISTRIBUTION SYSTEM - by Submitted on Aug 23, 2019 from Surabhi JoshiAutomatic call distribution refers to the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. Moreover, it comes pre-integrated with a Computer telephony integration technology and an IVR that provides the options of self-service and helps ...
Views: 287 - ACD AND ITS INTEGRATION WITH IVR TECHNOLOGY - by Submitted on Aug 22, 2019 from Surabhi JoshiAs discussed earlier, IVR is a technology that allows users to obtain information from a phone system without the assistance of an operator. On the other hand, ACD technology automatically routes calls to phone agents based upon organizational rules. ACD stands for automatic call distributor ...
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