The most successful call centers have integrated technology into their business. A backbone to call center success is call center management software. A multiple communication business management system allows businesses to provide a positive and optimal experience for their customers. This can be achieved by learning, training and properly utilizing the software to reap every advantage the call center management software has to offer.
The customer always comes first
Studies have shown that customers most common annoyances when working with a call center include: unresolved issues, knowledge without ability for resolution and repetition of providing information. According to Microsoft’s 2017 State of Global Customer Service Report, 18% are frustrated with not being able to resolve an issue or find information online; 22% are frustrated when having to repeat or provide information multiple times and 26% are frustrated when working with a representative who does not have the knowledge or ability to resolve an issue. This is where having the proper call center management software comes into play.
In order to fulfill the goal of the ultimate customer experience, management must learn call center management software inside and out. It is pertinent that managers take the time to thoroughly train agents to know how to properly utilize the call center software tools. Remember that not training agents properly will limit the success of sales. It is only with open communication between management and agents that a call center business can be a great success.
When working with clients and prospective customers, delivering customer service that exceeds expectations can significantly increase your customer base, and in turn, your sales revenue. Honest, helpful, and exceptional customer service is what skyrockets your company sales, leaps and bounds above your competitors. That is why it is crucial to work with a reputable company that specializes in Call Center Management Software. CallShaper, originator of a cutting-edge cloud-based call center platform for efficiency- and compliance-minded directors of inbound and outbound telemarketing call centers, will help you to achieve your business goals. The CallShaper professional team will get you on the right track to success while providing the genuine customer service that you – and your customers – deserve! Call us today. We are here for you.
CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency.