Archive for October, 2019

VCC Live to Participate as a Gold Partner at the Contact 2019 conference

Posted on: October 30th, 2019 by dorarapcsak No Comments

We’re delighted to announce that VCC Live® will be participating as a Gold Partner at the Contact 2019 conference, Hungary’s leading Customer Service and HR conference, which takes place on 6-8 November in Balatonalmádi, on the shores of Lake Balaton.

The conference’s motto is ‘The time has come to adapt’, and there can be no doubt that, as customer expectations continue to grow, companies must adapt if they want to stay ahead of the competition. This is why we take part in the Contact conference every year, to learn, develop and share knowledge with fellow customer service experts.

It is an honor to be able to contribute to Hungary’s leading customer service event, and we are very much looking forward to hearing our fellow customer service experts talk at the conference about their latest experiences and best practices.

CONTACT 2019 will give attendees insights into the operations of the leading organizations in Hungary and worldwide. Innovative approaches, effective customer service systems, and the latest answers to the technical and human challenges of our times will be discussed by industry leaders.

During the three-day conference, you’ll be able to learn about topics such as new customer service trends, Generation Z in the workplace, AI as personal assistants, integrated customer service operations, AI and Omnichannel, and many more.

Besides supporting the conference as a Golden Partner, we’re proud to confirm that Péter Málhai, VCC Live®’s Head of Business Development, will be amongst the impressive lineup of presenters. Péter will be talking about the integration of contact center and CRM systems. You will also be able to visit us at our stand where we will be happy to give you a guided demo of VCC Live®.

After the thought-provoking presentations and exciting roundtable discussions, attendees will also have the opportunity to take part in less serious activities, including the annual Contact Center Voice Contest, where male and female call center operators read out scripts and the person with the most attractive voice is chosen. On the second day, a gala dinner and concert will take place.

At CONTACT 2019 you will get an insight to useful knowledge and strategic advice from prominent decision-makers in the customer service and HR sector. Let’ learn more about technologies and tools available to achieve really special customer experience.

We hope to see you at the conference! After all, as the conference’s motto says, the time has come to adapt.

To register as an attendee, or to see the conference schedule and find out more details, please click here: https://contactkonf.hu/en/

Come and Join VCC Live at the Upcoming Conferences We Are Participating in November!

Posted on: October 18th, 2019 by dorarapcsak No Comments

As we approach the end of the year, it looks like November will definitely be busy for VCC Live as we’re participating in four separate conferences.

The conferences will give us a chance to showcase our company, which, besides providing state-of-the-art technology solutions, also offers consultancy services using our extensive knowledge in the contact center industry.

We are working together with experts who are thought leaders with more than 10 years of working experience in several industries, including customer service, debt collection, banking and telesales.

Check out which conferences we’re going to be at and join us there!

Contact – Customer Service and HR Conference

Date: 6-8 November 2019

Location: Balatonalmádi, Hungary

Each year, CONTACT – the annual customer service conference – attracts industry leaders, customer service professionals, companies and anyone else who’s interested in the industry.

At CONTACT 2019, you will get an insight into the operations of the leading organizations in Hungary and worldwide. Innovative approaches, effective customer service systems, and new answers to the technical and human challenges of our times will be discussed by industry leaders.

We’re proud to confirm that Péter Málhai, VCC Live®’s Head of Business Development, will be amongst the impressive lineup of presenters. Péter will be talking about the integration of contact center and CRM systems. You will also be able to visit us at our stand where we will be happy to give you a guided demo of VCC Live.

Economic Leadership and Legal Conference – Vasivíz Zrt.

Date: 13-14 November 2019

Location: Sárvár, Hungary

The Economic Leadership and Legal Conference, organized by Vasivíz Zrt, Hungary’s leading Water and Sewage Works Company, takes place in Sárvár. Amongst other topics, one of the main focus of the conference will be the discussion of recent customer service trends.

Speakers will include our Customer Success Manager, Dániel Severa, who, on the first day of the conference, will present a general overview of our company, highlighting in particular VCC Live’s inbound and outbound features.

Banking Technology 2019

Dates: 14 November 2019

Location: Budapest, Hungary

November sees the fourth Banking Technology Conference, organized by Portfolio Conferences, taking place in the Hungarian capital. This year the conference will revolve around a number of important topics in the banking and fintech sectors, including digitalization, immediate and real-time payment solutions, artificial intelligence, data analysis and many others.

The conference will have six main topics: digitalization vs. business, digital banking innovations, digital banking in practice, payment solutions, wealth management, and fintech in Hungary.

As part of the conference, Dániel Severa will hold a presentation on our unique real-time payment solution, VCC Live Pay and other innovate features in our solution, such as Video ID. Definitely worth a visit!

11th National Congress of Credit Collection

Date: 19-20 November, 2019

Location: Madrid, Spain

The credit industry continues to grow at an accelerated pace, with companies trying their best to keep up with continuously-emerging technologies. This conference, taking place for the 11th time, will focus on the future of fintech, compliance and CSR in credit collection, artificial intelligence, blockchain, innovation finance and NPLs (non-performing loans).

With VCC Live’s solution including a unique feature that enables both self-service and agent-assisted optichannel debt collection with a high success rate, it was no question that we wanted to attend this conference. Look for our stand at the event, and ask for a guided demo or schedule a live demo with us!

November will be an exciting month for VCC Live. Each conference promises to be an unmissable opportunity to gain inspiration, participate in brainstorming sessions and leverage networking. We look forward to hearing our fellow contact center experts talk about their latest experiences and best practices. We hope to meet some of you there!

The Benefits of Real-Time Monitoring in Call Centers

Posted on: October 16th, 2019 by Gábor Gyulai No Comments

Analyzing and evaluating your call center operation statistics is a vital process, as it provides you with invaluable insights into the bigger picture. But what about individual calls themselves? There are times when data alone cannot help you understand what really is going on during calls. And in particular, there may be situations during calls where immediate supervisor interactions are necessary. It is for these reasons that you should consider utilizing real-time monitoring, a powerful tool which allows you to listen in to ongoing conversations, supervise your agent’s input as needed, and join a call if necessary.

What is Real-Time Monitoring?

In call center solutions, real-time monitoring refers to features and tools that enable supervisors to track and oversee conversations that take place between agents and customers during a call. By using real-time monitoring, you can get an insight into your call center’s daily operations, such as your agent status figures or your inbound and outbound activities. Utilizing real-time monitoring provides a number of benefits for your business, including helping to boost your company performance, customer satisfaction and employee workflow effectiveness.

Improve Your Agents’ Quality of Work

By listening in to agent calls, you can identify areas of knowledge or skills that may need further improvement. In VCC Live®’s solution, you even have the possibility of talking to your agent without the customer on the other end of the line hearing a word of what you are saying. This is a very effective way of providing continuous feedback to your agents in a live environment.

Real-time monitoring can also come in handy when handling sudden changes in a project. It can, for example, immediately let your agents know what new issues they need to pay attention to, be they updates to a certain script or special information regarding specific customers. Moreover, it can help you improve your agents’ performance, by helping you to reorganize your teams or transfer agents to other projects where they can work more efficiently based on their skills and expertise. By carrying out real-time prioritization, you can make both the workflow of your company more customer-oriented and your agents more productive.

Acquire Useful Insights for Your Business

Complementing your post-call evaluation procedures with real-time monitoring can provide another level of insight to help improve your business strategies. By listening in to conversations you can see which agents are performing the best, allowing you to work out what types of conversational styles and techniques should be implemented by other agents, and which employees could benefit from more one-on-one coaching. Focusing on improving your agent performance will result in lowering idle time, which will benefit your business in terms of profit and efficiency.

Another way to gain insights into your call center’s performance is to focus on real-time metrics data, such as SLA, waiting time or number of calls with different statuses in a given timeframe. With this information to hand you can capture and analyze your processes to help detect issues and leverage effectiveness in order to improve your business performance.

Provide Better Customer Experience

As this article’s title suggests, one of the main benefits of real-time monitoring is the ability to actually monitor the calls your agents are making. Listening to them in real time will immediately show you whether your agents are using the right tone, structure, language and protocol when representing the company. Some might wonder if it is really necessary to check agent performance as they work, but the benefit is clear: it is not about stressing out your employees but rather about trying to provide a better customer experience and improve rates of satisfaction from your clients in the long run.

Furthermore, customers come in all shapes and sizes, and while most of the time discussions about a complaint, issue or inquiry can be carried out without a problem, there are occasions when an agent simply will not be able to satisfy the needs of a customer. At such times it is crucial for a supervisor to have the opportunity to join a conversation before things get out of hand. With the help of real-time monitoring, managers can provide appropriate guidance and high-quality assistance to their agents, ensuring that customers have their issues taken seriously as well as successfully resolved.

In conclusion: utilizing a real-time monitoring solution in your call center environment will result in a number of benefits. Using real-time monitoring will help you identify your top agents and thus let you plan training strategies and reward structures, while also allowing you to aim for the best quality customer experience your business can offer.

VCC Live Partners Up With Axtel to Provide Companies With High-Quality Headsets

Posted on: October 10th, 2019 by dorarapcsak No Comments

In order to provide your customers with the best experience, you’ll need to have the right tools. And in the call center one of those tools is undoubtedly headsets.

And since it is agents who communicate with your customers and therefore represent your brand, you should make sure to equip them with the best quality headsets you can find.

Here at VCC Live, we’re not just simply a software solution provider. We also offer professional consultancy services, helping our customers find new ways to improve their performance.  Now we are taking things a step further by partnering up with Axtel in order to provide our customers with the best quality headsets around.

Over the past few years, headset technology has advanced significantly, with features like noise cancelling and wireless capabilities bringing major benefits to the call center. But what should you look for when purchasing a headset? Let’s see!

Work environment

Is your call center too noisy? If the answer is yes, then you should definitely choose a headset model that includes noise cancelling as a feature. On the other hand, if your call center office layout has been designed to minimize background noise, then you can focus on other important aspects when purchasing headsets, such as comfort, for example.

Comfort

Speaking of comfort, since your agents typically wear their headsets for 8 hours a day, it is of utmost importance to make sure you provide them with a comfortable headset. As such, make sure to look for a product that is lightweight, easily adjustable and comes with large ear cushions.

Sound Quality

Exceptional customer experience starts with crystal clear sound. This is exactly why you’ll need to choose a headset designed with sound quality in mind. Again, noise cancelling is one feature that enhances sound quality in headsets, as noise is a major issue in most call centers. So, definitely check for this when choosing the ideal headset. 

Axtel provides premium high-quality headsets, combining an advanced sound technology with an original design in one interface that is designed for the most demanding user. Their headsets guarantee clear and flawless communication on both sides.

Axtel’s premium products provide not only top quality sound and noise cancellation but are also extremely lightweight, offering agents possibly the highest level of comfort available on the market while wearing them. All headsets come with a two year guarantee.

As well as being available to buy, it is also possible to rent Axtel headsets from us. Our customers usually prefer renting as, on the one hand, it’s a lot more cost-effective, and on the other hand, all headsets are changed to new ones every two years, with ear cushions being replaced every year.

VCC Live is happy to be able to help you choose the most ideal headset for your call center. For further information about Axtel premium headsets, please contact your dedicated Key Account Manager or our customer service at support@vcc.live or +36 19996400.  

Effective Ways to Leverage Outbound IVR in the Call Center

Posted on: October 3rd, 2019 by Elemér Erdősi No Comments

Have you ever asked your customers what the first thing is that comes to their minds when they think of IVR systems?

Well, the bad news is that it’s probably the vision of never-ending calls, with an automated system playing annoying music in the background until they get transferred to a live agent.

The good news is that these days, thanks to rapidly advancing technology solutions, an IVR system can be used for a lot more than just routing callers’ incoming queries.

IVR technology can now also be used for outbound purposes as well, a well-constructed outbound IVR allowing companies to excel at some of the most important customer service activities.

Check out my article and find out what the most effective ways are to use an outbound IVR system in the call center!

Outbound IVR surveys

As we all know, customer feedback is vital to any business. On one hand, by collecting customer feedback, you can communicate that your customers’ opinions matters to you. On the other hand, customer reviews contain some of the most valuable information you can gather about your product, allowing you to improve your processes in the long run. After all, it is customers who use your products, isn’t it?

When it comes to collecting feedback, companies often send out mass SMS messages with a link that directs customers to a survey they can fill out. And while this is one way of collecting customer feedback, why not instead simply give your customers a call and ask them directly for their opinion?  

An outbound IVR can be used to proactively reach out to a large number of customers and conduct a survey with them over the phone. Customers can either use their dial pad to type their message or simply say their opinion out loud while the IVR system records it, and using speech-to-text these voice responses can be also saved as a text.

Luckily, outbound IVR survey calls can be personalized as well. By leveraging text to speech technology, for example, you can address your customers by name and further personalize the message by providing additional personal details in the conversation.

IVR for debt collection

One thing is certain, debt collection companies receive a lot of payment promises. There’s only one problem: these promises are not usually kept. When this happens, debt collectors have no other choice but to repeatedly call back customers and remind them of their outstanding debts. And of course, it is costly allocating some of your resources to repeatedly remind the same customers of their debts.

So, have you thought about launching an outbound IVR campaign that uses a recorded message to notify customers of their outstanding debts and due dates? For example, VCC Live’s outbound IVR feature can calculate and subsequently let customers know how many days are left until they need to settle their debts.

And if you want to kill two birds with one stone, you can even offer your customers the option of being transferred to a live agent or self-service to pay their debts during a call. How amazing is that?

Telesales and lead generation

Outbound IVR systems can also be used for telesales and lead generation purposes. Most companies have at least a few databases with extremely cold contacts who almost never pick up their phone.

Allocating members of your workforce to repeatedly call numbers that are unavailable for the majority of the time is unlikely to bring any return to your business. And this is where an outbound IVR campaign comes in handy: you can launch an outbound IVR campaign specifically for your cold contacts, and if any of those customers pick up, they can be automatically transferred to a live agent. By doing this, you can make the most of your cold contacts without having to waste your expensive workforce on them.

Furthermore, it is the main goal of any telesales department to prospect for qualified leads. Finding these qualified leads, however, takes a lot of cold calling, which is again very costly. An outbound IVR system, on the other hand, can greatly improve your lead conversion process by pre-qualifying interest.

In other words, you can start automated cold calls, play messages regarding your product, and then offer customers an option to be transferred to a live agent if they are interested.

Mass notifications with outbound IVR

Outages and service interruptions can happen to anyone, anytime, anywhere. In such cases, you’ll need to notify hundreds or even thousands of customers about the interruptions within the shortest possible time period.

But handling mass notifications in a call center greatly reduces productivity, as agents end up dealing with the notifications rather than handling customer queries. However, one effective way to easily communicate such interruptions with your customers is by sending out mass notifications through an outbound IVR.

Again, you can personalize your mass notifications by using a combination of pre-recorded audio and text-to-speech technology.

Of course, with an outbound IVR, you can communicate other important messages as well, such as letting your customers know of unexpected changes in your business, driving them towards last-minute sales, or reminding them of an upcoming appointment with your company. 

Outbound IVR systems can be greatly beneficial for any call center that deals with outbound customer activities. Make sure you also leverage it!