Archive for February, 2020

Mobility Restrictions? Here’s How to Prepare for Remote Work

Posted on: February 28th, 2020 by Péter Málhai No Comments

Remote work is increasingly implemented in a number of businesses, and call centers are definitely no exception. Having previously written about the benefits of a remote workforce, the topic comes up again in the context of mobility restrictions. Here, I want to cover some key issues when it comes to mobility restrictions and establishing a remote call center, such as tracking remote agent activity, establishing goals and metrics for your team, and communicating with your agents.

As the main task of any call center is to communicate with customers, any interruption communications will inevitably lead to revenue loss and increased costs. A number of my clients have been contacting me about what they can do in these situations. They want to make sure that their teams keep on meeting set metrics and, more importantly, continue to assist with customer support. If remote work is not part of the practice of your daily business, then it might be time to consider implementing it.

When going remote, businesses relying on customer outreach try to innovate their technologies at a yearly level. However, businesses relying on inbound calls only, often don’t perceive a need for updates. That doesn’t mean an inbound-calls only call center should not prepare a remote strategy in advance. 

Start with safe technology and a back-up plan

Even if remote work is not part of your call center strategy yet, it is essential to prepare your team for an unexpected scenario and establish backup plans. All business leaders whose operations rely on customer interactions understand the importance of available agents and efficient support. Without these elements, your customers rapidly start to lose trust, damaging your brand and reputation.

However, a quickly implementable backup system is not a utopian dream. Modern cloud call center systems are web-based and available from anywhere. Why not use this to your advantage? With the help of a secure VPN connection and Cloud technology, you can securely set up a call center network that your employees can have access to. Anytime, anywhere, with two-factor authentication to prevent data breaches.

I recently had a client contacting me about how to deal with eventualities. She was preparing for scenarios in which her call center agents unexpectedly could not make it to the office. Although her agents do not make outbound calls, a fundamental part of her business relies on handling incoming calls and providing active customer and technical support. 

Despite her on-premise system, she decided to invest in a small package of cloud-based operational licenses. Therefore, given an unexpected mobility restriction, she has a quickly implementable backup system. If needed, she can forward her calls to remote operators. This way, she has a small team in every scenario, enabling them to take care of the core functions of her business. 

Tracking agent activity 

Your agent activity can easily be tracked with remote, cloud-based systems. With features such as user state logs, you can keep track of agents’ states to find out, for example, when agents are on a call, use a broken code, login or out, or exceed the allowed break limit. 

Real-time monitoring can also give you direct insight into ongoing agent conversations and call-whispering features will allow you to give feedback to an agent without the customer hearing. Using a cloud contact center you can transfer agents between projects, or change the agents’ status from a distance. 

Similarly, features, such as the user activity log can further help you in keeping your remote agents’ work on track. User activity enables you or the supervisor of your team to log daily updates, log-in requests and updates do not call registries. 

Establishing goals and metrics

Understanding your metrics and establishing your daily or weekly goals might seem like a headache when facing the potential of remote work. However, the KPI’s dashboard of cloud-based contact centers provides easily understandable numbers that you can follow in real-time. These statistics include quantifiable oversight, such as disposition, global and project-specific calls, and inbound statistics.

VCC live provides all these features, needed to support the remote work of supervisors and agents. Additionally, it is worth considering tools that further help team cooperation. These involve easily accessible video conferencing and team collaboration tools, such as Zoom or Slack.

How to discuss remote work and motivate your agents

While every sector has different requirements, a general rule of thumb would be to survey which employees are keen on going for remote work. Have the available infrastructure that they need in order to conduct their work, such as headsets or laptops. 

Alternatively, a single USB can also be a solution, as we’ve written before. If you already see the likelihood of mobility restrictions, identify your remote agents and ask them to take their work apparatus home at the end of the workday, in case they cannot make it to the office tomorrow.

Preparing for unexpected scenarios, such as mobility restrictions, is a must for any call center. My client’s case shows that engaging in cloud-based technology does not have to mean that your whole operation needs to be redesigned. You can keep your on-premise system, while simultaneously having cloud backup. As with everything, having backup plans and systems in place is not an innovation, but an essential to any modern business.

If you want to know more about how to set up a remote call center feel free to drop me a message at peter.malhai@vcc.live.

Here’s How to Choose the Right Dialer for Your Contact Center

Posted on: February 19th, 2020 by Norbert Simán 1 Comment

Manual dialer, power dialer, predictive dialer – does it matter which type of dialing system you use in your contact center? Well, if you want to get the most out of your operations, then yes, it does.

Each type of dialers has its perks but which one is the best for your contact center? Let’s look at them one by one to find out!

Predictive Dialer for Boosting Efficiency

In contact centers increasing efficiency is always a major goal. And one of the key measurements related to efficiency is talk time per hour, in other words how much actual time per work hour agents spend speaking with customers.

This is why more and more companies these days are opting for a predictive dialer, which is an intelligent outbound call processing and managing system that uses statistical data to help predict how many numbers need to be dialed at any one time, thus making sure that every agent is always in an active call.

Predictive dialers work by dialing numbers while agents are still in a call, often initiating more calls than the number of free agents on the line. By the time an agent finishes their previous call, the predictive dialer has already dialed the next number. Once the operator finishes their current call, the dialer already has the next call ringing and ready to handle.

The average waiting time agents spent between two calls is thus usually only a few seconds. The number of abandoned calls (i.e. a call initiated by the predictive dialer and answered by the customer while there are still no agents available to handle it) is usually kept at under 3%. If it becomes higher than this, the predictive dialer automatically decreases the number of calls it initiates for agents.

With VCC Live’s highly customizable predictive dialer, the result can be up to 45 minutes active talk time per hour.

Manual Dialer for Inbound Teams Handling Complex Issues

Although predictive dialers are the contact center industry’s unicorn dialers, in certain situations, it is simply more effective to use another type of dialing systems – for example, a manual dialer.

Manual dialers, as the name suggests, are dialers which require agents, once they are ready to make a call, to manually choose and dial phone numbers. This type of dialer gives agents time to prepare for a conversation, allowing them to get acquainted with the customer’s case and details. It’s perfect for complex issues, when agents need to go through scripts and make sure they are fully prepared for a conversation.

Having a manual dialer gives more control to inbound customer service teams, as agents can decide when to start a call. A manual dialer can also be an ideal solution for teams handling customer interactions on several channels, for example email and chat.

Manual dialers can be divided into two subgroups: hand dialing and list dialing. Hand dialing means manually dialing digits on a phone dial pad while list dialing means operators click or choose the number they want to call from a list in their system.  

Power Dialer – the Best of Both Worlds

The third type of dialers contact centers often choose to utilize is a power dialer. Power dialers automatically start as many calls as there are free agents on the line. Once an agent finishes a call and becomes available again, the power dialer dials a new contact for them.

It uses the same list as a manual list dialer, and is very useful in cases when customers have been promised a call back. However, as with manual dialing, agents still need to wait for the ringing period to end and for customers to pick up. To summarize, power dialers help decrease dialing time between two calls.

And, as above said, in comparison to predictive dialers, which start more calls than the number of free agents on the line, power dialers initiate only as many calls as the number of free agents on the line. As a result, power dialers are ideal for smaller teams working with 1-3 operators who cannot handle the number of calls a predictive dialer normally initiates but still wish to save a certain degree of time on dialing.

A reliable dialer is to a contact center what an engine is to a car – it’s what keeps it running. So, make sure to choose the ideal one that will help you take your contact center performance to the next level! 

VCC Live Secures $2.4M in Series A Funding From Venture Capital and Private Equity Firm PortfoLion

Posted on: February 7th, 2020 by dorarapcsak No Comments

Budapest-based venture capital and private equity firm, PortfoLion, is investing $2.4 million in cloud contact center software provider company VCC Live through its regional private equity fund with investors OTP Bank and Eximbank. The funds will be used to accelerate product and service innovation, as well as to expand globally.

Founded by Szabolcs Tóth and Tamás Jalsovszky, VCC Live has consolidated its presence in the European market as a reliable solution for companies dealing with broad customer communications through a variety of channels, including phone, email, chat, and social media. Currently, the company has clients in more than 50 countries, and serves over 10.000 operators in total. It also works together with 20 international telecommunication partners.

“We appreciate VCC Live’s exceptional growth, strong brand and excellent reputation on the market. Its track record and product excellence underpin the potential to become the leading cloud contact center software provider in Europe,” said Jenő Nieder, Deputy CEO of PortfoLion. “We believe, VCC’s committed management team paired with PortfoLion’s extensive network, business expertise and financial aid will further accelerate the company’s international expansion and product development.”

“Thanks to our unique and cost-effective solution, many customers decide to choose our system over some of the biggest global providers,” said Szabolcs Tóth, Managing Director and Founder of VCC Live. “This success is due to our customer-driven approach in the contact center industry, and we aim to continue developing our solution with this mindset, delivering VCC Live to as many companies as possible, allowing them to leverage our system’s benefits.”

Product and service innovation has always been VCC Live’s main focus. In 2015, as a result of a strategic partnership with OTP Mobil’s Simplepay in Europe, as well as Worldpay and Checkout.com globally, VCC Live developed VCC Live Pay, the first ever cloud-based payment over-the-phone solution in the European region. 

Due to the sensitivity of the data processed during payment operations, VCC Live has focused on ensuring they comply with the highest level of security standards. The company holds PCI DSS, ISO27001, and ISO22301 certificates – some of the strictest data privacy protocols in the world – allowing customers to use VCC Live Pay anytime and from anywhere in the world without having to take any internal security steps. 

Since the release of VCC Live Pay, the company has continued to increase its popularity and trust among companies operating in a number of industries. Taking advantage of the growing demand for automation and self-service payment models, combined with the development of multichannel communications, VCC Live plans to dedicate part of their latest investment to tailoring its features to bring even more business value to companies operating in several industries, including telecommunications, finance, insurance, e-commerce and others.

About VCC Live:

For more than 10 years, VCC Live has been providing telecommunication technologies for companies with a CX-driven mindset. The company provides a complete and high-quality business solution for companies who need to interact with their customers via phone and/or other channels and require high-level professional communication services.

vcc.live

About the investor:

PortfoLion is a Budapest-based venture capital and private equity firm which is part of the OTP Group, one of the largest banking groups in the CEE region. PortfoLion provides companies with a stable financial background to facilitate their successful market entry and international expansion.

PortfoLion currently manages five funds with a total asset value of EUR 130 million with more than 20 companies in its portfolio. The fund management company partners up with companies across multiple stages primarily in the CEE & SEE region but it’s also open for investment opportunities from the whole of Europe.

https://www.portfolion.hu/en/

Software Company Symbol Tech Empowers Their Customer Service with VCC Live

Posted on: February 4th, 2020 by dorarapcsak No Comments

Software company, Symbol Tech, who specializes in developing billing systems, selected VCC Live’s cloud-based contact center software to help them level up their customer service performance.

Founded in 2005, Symbol Tech works on developing and delivering reliable systems for companies in several industries, handling billing, stock management and corporate management activities. As a B2B software provider, with international clients as large as TV shop giant Mediashop, the company knew they needed to rely on a modern contact center software product with a wide range of features in order to be able to provide continuous and exceptional support to their customers.

In particular, it was essential for the company to be able to handle all of their incoming queries efficiently within a short period of time. To satisfy their needs, they turned to VCC Live’s system to provide them with the ideal solution.

Most importantly, VCC Live’s advanced multichannel package enables customers to interact using a number of channels, including phone, email, chat and social media. This will allow Symbol Tech to serve their customers in a timely manner via the channel of their choice.

In addition, a well-built IVR is the backbone of any customer service team handling incoming queries, so in order to provide the best possible support for their customers, Symbol Tech entrusted VCC Live to build them a personalized IVR. After a comprehensive assessment, our team constructed a unique IVR for the company, taking into account their special requirements, including managing calls with accordance of the company’s multiple opening hours.

As being able to monitor agent activity and performance was another major priority for Symbol Tech, VCC Live’s advanced reporting and monitoring tools also made their solution the perfect choice.

Our monitoring tools allow Symbol Tech to see the whole picture: not only can they detect and react more quickly at peak times, but they can also closely track agent performance. Symbol Tech also benefits from our dashboards, which display the most important information in real time in front of their agents, thus enabling them to remain aware at all times of the customer service team‘s activities.

“It was a great experience to be able to assess Symbol Tech’s needs and offer them a package with all the features they could ever need,” said Tímea Hegedűsné Szegedi, Key Account Manager at VCC Live. “We’re also delighted that they trust us and allow us to support them in their daily customer service activities. We look forward to a fruitful partnership with their team.”