There are several ways to measure the key performance indicator of call centres, one of them being call tracking that enables supervisors and managers at call centers to gauge the agents’ call handling process.
Call tracking gives supervisors and managers all the actionable data by which they can make strategies to improve call campaigns and get information on the customer base.
Listening to the live call will help managers and supervisors to get an idea of the efficiency and effectiveness of their customer service team and the strategies they can adopt to enhance customer delightedness as well as conversion rates.
Hitherto, call centres that have overlooked the significance of call tracking are now amazed by the amount of information they have been foregoing after they started call tracking metrics.
Moreover, customer service departments can use call tracking metrics to analyze superior ways to convert their customers into brand ambassadors.
By listening to the live calls, supervisors can identify the areas of weakness of their agents and train them to perform better and increase conversions. Live call tracking can be beneficial for the productivity and businesses of call centres to surpass customers’ expectations in numerous ways.
How call tracking in call centres can improve productivity and conversion?
The call tracking software can help call centres to use the captured data to optimize the call campaigns and supporting strategies. The software also enables flexible scheduling, routing and call delivery to augment the number of inbound flow as well as maintain the call quality.
Furthermore, by using call tracking agents can use metrics in real time to monitor the call log information, caller information and history of the caller to get actionable information about the caller. Moreover, with the help of prior recoded calls, notes and analytics, agents will be prepared for productive conversations with customers. Enhanced features of the tracker can be used to track the callers’ physical address, original source and social media pages to customize conversations.
Benefits of Call Tracking:
Cost effective: Call tracking software is cost effective and has a greater return on investment (ROI) . Such software don’t charge a fee for marketing tracking numbers or number set up and maintenance and only charge a fee from the traffic running through numbers that is paid by the call centre or the customer subject to the type of number chosen.
Improved conversions: By using call tracking software call centres can record conversation and information of customers that they can use to determine the exact ROI for various calling campaigns . Call centres can also locate the source of caller by using an efficient call tracking software and devise a strategic decision process.
Prediction of peak call hours: By using the call tracking software, organizations can calculate their peak call hours and combine the obtained insight to determine the hours and days in which they receive the maximum calls. This would enable agents to remain prepared to manage the peak call hours efficiently and effectively.
According to a survey by Forrsights, over 50% of workers use two or more devices to get work done. With such a number, it is clear that enterprises deal with huge amounts of data. That’s why companies need to have a good strategy concerning data storage and backup.
The need to access data seamlessly across all devices in a workplace calls for a reliable data storage option such as IAAS. This is a model that uses cloud computing to store and back up data. The provider also manages the networking and servers over the internet.
With a third party handling your entire technology infrastructure, you can gain benefits in a number of ways. The following are a few benefits you can get from IAAS or Infrastructure as a Service.
1. You become more growth-focused
Strategic growth is likely to lag behind if you have a lot of work in your hands. Handing over the technology aspect of your business to an IAAS provider gives you one less thing to deal with. This way, you can direct your time and resources in driving the strategic growth of your business.
2. Reduces operating costs
To maximize profits, you need to have less operating expenses. When you opt for IAAS model, you eliminate the cost of managing the technology infrastructure. Your data being over the internet means that you do not have to buy servers. Also, your hardware and software are maintained by the IAAS providers, so you will need a few IT staff. With this model, you only pay when you are using it. This is advantageous compared to other services that require yearly commitments or upfront fees.
3. It is flexible
Data growth in any business is dependent on the growth of the enterprise. As an entrepreneur, you need to stay ahead of your business’s technology requirements. This means constant infrastructure upgrade as your business workload grows. If, however, you have IAAS in place, this will be out of your list of worries. IAAS providers such as Centro de Datos have the latest technology solutions in place. No matter how high you scale, the service will always match your business at any level.
4. Secures data
Data loss can be fatal for a business. Data stored in an internal management system is vulnerable to loss due to hacking or a natural disaster. IAAS, on the other hand, is secure and data recovery is guaranteed and fast.
5. Easy access
One of the beauties of cloud computing is that you can access your data remotely. This means that wherever you are on the globe and at any time of the day, your work does not have to stop. With a login password and an internet connection, you will be able to manage your team even when you are traveling. Infrastructure as a Service does not limit the number of users. Regardless of how many people you have on your team, you can all access the model at the same time.
As the month ends you are bombarded with utility bills and one of the many utility bills is electricity bill. Yes, sometime you get it monthly and sometimes you get once in two or three months, depending on the rules set by the authority. But mostly it is monthly across India. There were days when you had to personally visit the electricity department in the area meant for electricity bill payment collections to pay your bills personally. Long queues, crowded offices, and out of work systems, absent officers and there were many reasons that spoilt your day. As the last date of electricity bill payment came closer, the office meant for paying bills became more and more crowded. So, in any case, it used to take away half of your day in paying electricity bills. And by any chance if the office for electricity bill payment was not very close to your house then there may have been time when you had to take full day leave for electricity bill payments work. This was very awful and frustrating too. Besides, if you had forgotten to pay your bills or for some unavoidable reasons you could not pay your bills then you had to pay it along with late fee charges. This is the story which was very common before digital payment came into existence.
Then came digital payment system when you were enabled to pay your bills by swapping your debit or credit cards in the swapping machines. But even in this process, you had to visit the electricity bill offices for payment. The only difference was you were not needed to carry cash along with you as you were now allowed to pay using your electronic bank cards that is credit and debits cards.
When online bill payment system started, it was a great sigh of relief for the consumers. It changed the entire scenario and mad the entire process quick, easy and convenient. Yes, now you were able to pay your bills sitting at home or any place of your choice and that too any time of the day. There is no restriction and there is no visiting office today. Lifestyle of people changed as online payment process became popular everywhere. The crowd, long queues, long hours of wait to pay electricity bills was almost a night mare for people before online process came into existence. Now with the online process running smooth, you are not only saving your energy but also your time and money you used to spend on the travel to the electricity office. All you need to do is after you receive your bills either go to the website for bill payment or use your internet banking option of the bank you have your account in to pay your bills. There is ‘pay your utility bills’ feature available with all banks’ internet banking facility. You can also use online wallets like Paytm, PayU, PhonePe, Mobikwik, QuickPay, Airtel Money to pay your electricity bills. …
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SIP stands for Session Initiation Protocol and is the network communications protocol utilised to handle the flow of voice and fax calls utilizing VoIP, and is correctly the strategy of transmitting the contact. Any device with network connectivity could come to be a prospective entry point for cyber attack and need to be protected as well.
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