Archive for April, 2020

How to Keep Communications Smooth With Your Team During Remote Work

Posted on: April 30th, 2020 by Dorottya Márton No Comments

There has been a lot written about the increasing trend of remote work and its benefits. The upside of remote work involves higher numbers of employee wellbeing, reduced burnout levels, and even higher levels of productivity. Remote work is also beneficial for most organizations, as it reduces operational costs. Additionally, it can be seen as a beneficial long-term move. Having a stable remote work infrastructure in place within your organization enables you and your team to keep business afloat in unexpected circumstances that may result in mobility restrictions.

However, developing a remote work infrastructure also comes with its obstacles. Among these, communication is listed as the number one challenge when working remotely. How do you get oversight on when, how, and what your employees are working on? How do you align your daily and weekly goals?

Managing effective communication in a remote contact center can seem intimidating at first. However, if you establish a few simple guidelines along with the right technology, you’ll be able to harvest the benefits of a remote work infrastructure.

Check-in regularly

It is important to check in with your team on a regular basis. This will help you align your daily or weekly goals and it helps make sure that your team members have support concerning any issues that they might have. Decide on a regular team meeting schedule and stick to it. With this, you actively create a platform for employees to address any roadblocks in their work before it becomes a bigger issue. Additionally, regular check-ins are good for maintaining morale, in order to avoid loneliness.

When establishing a check-in routine with your team, make sure that you have the right technology in place. There are a host of available technologies to help you effectively manage your team communications. These involve easily accessible video conferencing and team collaboration tools, such as Zoom, Slack, or Google Hangouts.

Next to the regularly scheduled team meetings, remember to encourage your team members to turn to you or their supervisors if they want to run through any additional questions or ideas. It is better to address any issues or confusion head-on at the beginning of your remote work operations.

Have the right tools in place

The right technology can easily help you establish a smooth, in-office experience, making your work just as or even more effective than on-premise. VCC Live technology offers all the tools for supervisors and managers to effectively oversee and help their team’s work.

The activities in your remote contact center can easily be tracked with cloud-based systems. With 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 conversations and call-whispering features will allow you to give feedback to an agent without the client hearing. Additionally, with the help of a cloud contact center, you can transfer employees between projects, or change their status from a distance.

Features, such as the user activity log can also help you in keeping your remote employees’ work under supervision. This feature enables you or the supervisor of your team to log daily updates, log-in requests, and updates do not call registries.

Set up communications guidelines

When managing your remote work communications, it is very important to establish clear guidelines for communication and collaboration. These guidelines don’t have to be complicated. The aim is to establish what and where to communicate during work, in order to make the process of managing and addressing your agent’s issues as seamless as possible.

For example, you can set up an employee guideline for this. You might ask your agents and staff to use Slack for general inquiries and email in official matters.

A possible way to help establish guidelines is to create a remote employee handbook that clearly states how and when to communicate with supervisors and other employees. Additionally, you can also set up an easily accessible Q&A document.

Have clear goals and metrics in place

Maintaining the daily or weekly goals of your operation and understanding the resulting metrics might seem like an impossible task when facing the prospect of a remote work infrastructure. However, with the right technology, you can easily understand numbers remotely and even follow your operations real-time, wherever you might be working from. By having a clear oversight of your operations, you are able to set clear goals for your team.

The KPI’s dashboard of cloud-based contact centers provides easily understandable, real-time numbers. The dashboard statistics include quantifiable oversight, such as disposition, global and project-specific calls, and inbound statistics.

Create an office culture online

Perhaps one of the hardest challenges facing remote workers is the lack of social contact with their colleagues. Office culture can be a huge contributor to comfortable work environments and it is essential for a lot of employees in maintaining their mental health and productivity. Social contact could be as simple as having a coffee break or a short chat with a colleague.

Make your employees feel valued and part of a community, by enabling the option of lunch or coffee break video chat rooms. You can easily do this, with digital video hangouts. Alternatively, most online team collaboration tools, such as Slack also have these features readily available. If you are working in a smaller organization, and your company culture permits, it is a good idea to implement regular social events, such as Zoom birthday parties, to maintain your relationship with colleges and make them feel less alone.

Maintaining communication during remote work might seem daunting to some, especially if it is something they haven’t done before. However, with the right planning, technology, and a little patience, your remote work operations could turn into a seamless process. Remember to check in regularly with your team, find the right tools for managing your agents, establish clear communication guidelines and goals for your employees to follow. Last but not least, try to create a socially supportive office culture that helps maintain your remote work community.

Customer Satisfaction Measurement Methods That Are Key to Your Business

Posted on: April 28th, 2020 by Dániel Severa No Comments

In our ever-competitive world, unhappy customers will never buy from you again. That is why keeping customer satisfaction high should be one of the main goals for any business that wants to strive in the long run.

And what better way to ensure your customers are satisfied, than by asking them directly? In this article I’ll show you some of the most important customer satisfaction measurement methods your business needs to utilize!

Customer Satisfaction Surveys

The most popular way to measure customer satisfaction is definitely through customer surveys, and there’s a good reason for that. Usually carried out after customers make a purchase from you, and normally consisting of a few brief questions, they are the most effective way of asking for your customers’ honest opinion on how satisfied they are with your products or services.

Customer satisfaction surveys will not only show you whether your services are good enough, but also provide you with some of the most valuable business insights you can gather. By analyzing survey answers, you can define your business’ weak points and create a plan to address the issues repeatedly mentioned by your customers.

Surveys are a popular form of measuring customer satisfaction as they are an effective method for collecting customer feedback. With advanced survey tools, such as Survey Monkey, allowing you to build surveys in as little as a few minutes, it is also a quick and easy process.

Net Promoter Score (NPS)

Net Promoter Score is another very popular customer satisfaction metric. It measures customer loyalty by asking them how likely they are to recommend your products or services to someone else, on a scale of usually 1 to 5 or 1 to 10.

NPS helps your business examine customers’ loyalty to your brand, while also showing whether your products or services are good enough to create a strong and consistent customer base.

When analyzing NPS results, divide customers into different groups based on their ratings. For example, customers who rate your services between 9 and 10 are considered promoters who are very likely to recommend your business. On the other hand, if you see a large number of customers rating your business between 0 and 5 it clearly shows that your brand reputation needs significant improvement.

The main advantage of Net Promoter Score is that instead of focusing on a single interaction it measures customers’ overall satisfaction with your business.

Customer Satisfaction Score (CSAT)

CSAT is a simple and effective customer satisfaction metric that asks your customers to rate how satisfied they are with your business on a scale typically ranging between 1 – 3, 1 – 5 or 1 – 10. The smaller the number range you offer, the easier it will be to analyze the results.

Customer Satisfaction Score examines how satisfied customers are with a business, and if they are not satisfied what action should be taken in order to improve the figures. This metric is normally used to help businesses evaluate and improve their customer retention rate.

As with surveys, CSAT is a quick, inexpensive and easy-to-understand way of collecting customer feedback. It can be also enhanced with additional questions encouraging customers to leave detailed feedback, which can be later used to improve your business’ overall customer experience.

Social Media Interactions

Over the last years the rise of social media platforms has completely changed the face of customer service, and paved the way for the concept of social customer service. Allowing customers to leave their opinion on your business’ social media channels is not an option anymore; it’s a must for forward-thinking businesses.

Luckily, the growing popularity of social media has also brought many benefits for businesses. Amongst other things, it is now the perfect platform to monitor what your customers are saying about your business.

Depending on your industry, Facebook, Instagram, LinkedIn and Twitter are all relevant channels to monitor, but you can also experiment with less popular platforms like Quora or Reddit.

How do you do it? My number one tip is to assign a person or a team to be responsible for not only reading and answering comments but also collecting valuable business insights from what your customers are saying. My second tip is to try to make keeping track of your social inquiries easy by, for example, relying on a customer service software solution that can be integrated with your social media channels.

Keeping customer satisfaction as high as possible is vital, and an integral part of creating and keeping a loyal customer base.

Once you have your important customer satisfaction measurement methods up and running, make sure to systematically optimize them for better results. You’ll soon see how much it is helping you grow your business.

M+Group Selects VCC Live to Get the Most of Their IVR Call Flows

Posted on: April 16th, 2020 by dorarapcsak No Comments

M+Group, the largest independent contact center and business process outsourcing (BPO) company in the CEE region has decided to utilize VCC Live’s cloud contact center solution to handle their global call activities.

Founded in 2007, M+ group delivers innovative customer experiences to customers around the world. The company headquarters are located in Zagreb, with four additional offices and over 2000 employers in the region.

As an outsourced contact center, serving thousands of customers all over the world, M+Group handles all kinds of activities, from telesales and debt collection to technical support and customer service. With hugely diverse projects and customer requirements, the company needed a reliable solution with a wide range of customizable features, including a personalized and highly-customizable IVR system.

And this is how VCC Live came into the picture: at VCC Live, we don’t only develop solutions that fit companies operating in a wide range of industries but also offer them customized features on request. As such, we were able to offer M+Group a unique IVR system, set up and personalized by our expert team, allowing them to start to use VCC Live with more than 100 operators to handle both their incoming and outgoing calls.

As requested by M+Group, VCC Live’s customized IVR tree routes calls based on multiple rules. For instance, there are rules allowing unanswered calls to be routed to different queues, while other rules define for how long a call can ring before being routed to another queue. The IVR also supports skills-based routing, and has advanced rules for VIP customers, holiday periods and out-of-business hours.

We are looking forward to a fruitful partnership with M+Group,” said Norbert Simán, Customer Success Manager at VCC Live. “And are ready to help them deliver the best possible results to their customers across the world.”

How to Use Video For Quick Customer Identification

Posted on: April 14th, 2020 by Dan Deschidar No Comments

As the need for remote services is increasing, so is the need for reliable and stable customer identification. While there are a host of tools out there to help you do this, recently, video has become an increasing trend in this respect. 

Using video for customer identification is increasingly recognized as one of the most reliable business security practices, especially when handling sensitive data and online payments. Besides safety, customer authentication through video proves to be a smooth and effective process and is therefore beneficial for both clients, agents, and businesses.

Initially taken up by the financial sector, identifying clients with video ID has become the preferred choice of a host of other companies in a variety of sectors. Besides online payment, video ID technology can help you with contract activation, cancellations, and upgrades.

Still hesitant about implementing video identification for your business? Let us help you make up your mind!

How does it work?

Customer identification is a simple, quick, and highly secure method of remotely verifying customers. It helps prevent identity fraud, speeds up customer service and increases customer satisfaction – and it’s definitely a technology that is here to stay. In short, Video ID is secure, effective and compliant.

How does video identification work on VCC Live Desk? It’s simple:

1, An agent offers a customer the opportunity to be identified via video call

2, The agent sends an SMS with instructions and a link to the video call

3, The customer clicks on the link and the video call begins

4, The customer looks into the camera and holds up an appropriate identification card

5, The agent takes a photo and checks the quality

6, The agent informs the customer if the identification was successful

Be secure!

Man and machine working together can significantly reduce risks, more than man or machine working alone. This is especially true in the case of video ID. VCC Live’s technology is a powerful way to discourage thieves and fraud attempts of any kind, combining both the advances in technology with the oversight of the human eye. This way, you have the best of both worlds: the attention to detail that only technology can provide and the human oversight that is needed in case of unexpected scenarios. 

The process of video identification makes it impossible for third parties to intercept or steal data. Furthermore, video ID helps your company gather data more efficiently. With the combination of GDPR compliant practices, video ID enables the recording and storage of all client interactions for future reference, such as helping a client solve a previously discussed issue or following up on previously established agreements.

Be efficient!

Video ID also increases the efficiency of your internal business processes. Video ID proves to be much faster than having a client send copies of their identity card and having a back and forth correspondence about it. On average, it takes under three minutes to get the process finished. With Video ID, customers will also be relieved, as they can forget trips to the bank, the post office or to a Xerox shop. Besides making your clients happy with shorter processing times, this can also be beneficial for your company, as agents can process more requests in the same amount of time.

Save money!

According to a recent report, the number of consumers who were victims of identity fraud fell to 14.4 million in 2018, down from a record high of 16.7 million in 2017. Identity theft and fraud is not just damaging to your company’s reputation, but also for your finances, as it can be extremely costly. Costs arising from fraud correction and management can cause companies billions each year.

Theft and fraud can lead to issues with creditors, suppliers, and it can also negatively impact cash flow. Besides the direct impact of more efficiently avoiding fraud, the reduced processing time enabled by video customer identification means less time processing a client and therefore, less cost for your operations.

Comply!

Besides helping build your brand on trust and efficiency, hassle free video customer identification also enables you to comply with legal requirements. Depending on your industry specific regulations, video ID can help with KYC (Know Your Customer) and AML regulations (Anti- Money Laundering). It builds trust in your business and you’ll become widely known for having strict regulations on the identification of your customer. Video ID is widely accepted, so you can make sure you are on the good side of work practices and regulations within your industry.

Case Study: Maximizing Outbound Calls with a Customizable Predictive Dialer

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

“The predictive dialer settings are easy to understand. We’re definitely reaching our highest numbers of successful calls per hour with VCC Live.” – Arnold Vancsók, Call Center Manager, Protocall

Implementing a predictive dialer is one thing. But it is only fine-tuning the dialer that will make the difference, and allow you to get the most out of your outbound calls. This is exactly how Protocall achieved success with their outbound calls using VCC Live’s highly-customizable predictive dialer.

Check out our recent case study and learn:

1, How Protocall is able to fine-tune their predictive dialer using VCC Live

2, How Protocall managed to reach the highest level of efficiency in outbound campaigns, after starting to use VCC Live’s predictive dialer

3, How the company can save significant agent time by filtering out and immediately terminating calls with voice mail detection

VCC Live has exceeded Protocall’s expectations, allowing them to increase agent efficiency and the number of successful calls while also saving significant agent time.

Read our case study and learn more about the benefits of VCC Live’s customizable predictive dialer!

How VCC Live Supports Remote Work

Posted on: April 6th, 2020 by Magdalena Horváth No Comments

The remote work trend of the past few years has also created a shift in the contact center industry. Contact centers are increasingly becoming virtual. Just like traditional call centers, virtual agents handle the same customer support or telesales tasks with the only difference that they work from home.

We have previously written about the benefits of setting up a remote contact center. Remote operations can be beneficial not just for employees, but also for companies and businesses. If you address initial concerns with the right technology and management mindset, a virtual contact center should be just as or even more productive as an on-premise one. Remote work can lead to increased productivity and lower operational costs. More importantly, it is essential for any business to be able to keep up business operations in times of uncertainty, such as mobility restrictions.

Already made up your mind? Good. But what features and functions help in actually setting up your remote workforce? Here are some of the solutions that VCC Live has to offer.

Step 0: A quick and easy setup

When migrating your operations onto different platforms, a quick and easy transition is key. You need to make sure that your business operations won’t lose time, revenue, and clients in the process. Adopting VCC Live software can take as little as a few hours, depending on the complexity of your requirements. To give you an example, an existing customer of ours with 200 agents was forced to move their entire operations to a remote working environment due to national mobility restrictions. Our client managed to complete the entire operation in just one day, including physically moving workstations to their agents’ homes.

1. Possibility to expand your channels anytime

Adding to the ease of setup is the flexibility of VCC Live software. When using VCC Live, your administrators have full access to project settings. This way, they are able to make changes without having to contact VCC Live. This is very different to what would happen with on-premise solutions or even most cloud-based, boxed solutions. 

When thinking about setting up your remote operations, you might have to think about the cross-channel workflow that best serves your needs. Perhaps you need to start using channels currently preferred by your customers, like Facebook Messenger or the chat feature on your website. Maybe you have some special announcements or offers for your clients at times and you need to use mass email or mass SMS sending campaigns. Alternatively, it might happen that you need to add an additional step to your usual calling activity. For example, you might have to send an SMS confirmation after a call is finished. Using VCC Live, you can easily set up all of your preferred channels and modify your workflow whenever it is needed.

2. Security in your operations

Besides ease of access and flexibility, reviewing your data and operations security is also one of the fundamental steps in creating a remote work infrastructure. By reviewing your internal processes, you can assign the appropriate roles and responsibilities to your admins, supervisors, and operators. With this, you can avoid data protection issues or avert project changes that were not approved.  

For example, you may want to restrict remote agents’ access to certain data or features, compared to the access offered when working in the office. With VCC software, you can easily do that from your administrator panel by just unmarking the relevant elements. Thanks to the combination of expanded user-right options and two-factor authentication, we are able to offer the highest levels of security to the software as well as to your operations. 

Additionally, we’ve been working hard over the past years to make our company 100% GDPR compliant. We are also proud holders of the ISO27001 certificate that proves the highest levels of information and data security within an organization and in its processes, matching GDPR requirements introduced in 2018. We also hold the ISO22301 certificate that guarantees sustainable business management practices.

However, the certificate that really marks out VCC Live from many other contact center software providers, is the PCI DSS certificate that applies to any organization that accepts credit and debit card payments. We are proud to say that this year was the fourth year that we were able to fulfill the criteria required to be awarded the certificate again.

The mentioned certificates help us adhere to the highest of standards when assessing internal and external risks, and are invaluable when preparing detailed plans for all potentially critical business situations.

3. Easily accessible data and call recordings

With agents working remotely, you want to be sure that all your calls are recorded and safely stored. Additionally, you might want to switch on call recording even in projects where you did not previously do it. You can easily download and store your recordings locally thanks to our VCC Live Archiver application.

If you often carry out manual database imports, consider using an API to automate your workflow and avoid human error when providing data for your projects. Perhaps accessing your data storage points is not even an option for admins or supervisors working remotely. Using our comprehensive developer’s guide, the VCC Live API can be set up easily by your IT administrators.

Besides two-step authentication and our API, VCC Live ensures data security by hosting data in multiple VCC Data Centers around the world.

4. Backup telco routes

Adding to security, VCC Live technology is based on instantly available backup telecommunication routes. This means that as soon as our systems notice anomalies in any of our used telecommunication routes, or we are notified of planned maintenance, we are able to instantly switch to alternative routes. In recent, unstable times, where many companies have been facing economic and technological difficulties, it is clear that the instant availability of backup routes is an extremely important advantage. With VCC default routes you have the security of automatic routing modifications whenever there are any problems.

5. Easy human resources management and monitoring

VCC Live software enables ease of access in your workflow when it comes to monitoring and managing your remote working agents. To enable this, VCC Live offers an automatic login feature, remote project switching, full access to user management, and rights setups for supervisors.

Using VCC Live, supervisors or administrators have complete control in their hands even when working remotely. Our technology enables the remote transfer of agents between projects as well as the ability to change their status. Additionally, supervisors can also have closer control over agents’ work time. For example, VCC enables the possibility to set up after work time limitations and, when using manual dialing, prework limitations as well.

Next to remote monitoring, VCC Live takes care of virtual agents’ interface as well. You can make sure your agents’ interface stays as simple as possible, while still allowing them to have all the necessary information they need to do their job. This includes review elements and scripts, that become especially useful, when information from their supervisors may take longer than the usual face to face question handling. You can decide which dispositions should be made visible for agents or when providing additional information is required. Additionally, you can also specify the parameters of your agents’ breaks, with logs and statistics that enable you to get an actual overview of your agents’ work schedules. User state logs allow you to keep track of when agents are on a call, log in or out, or how much time they spend on breaks. The log also highlights whenever a break is too long.

Real-time monitoring can also give you direct insights into ongoing agent conversations, and call-whispering features allow you to give feedback or help an agent without the customer hearing. If necessary you are also able to join agent- client conversation in a conference mode. 

In terms of data handling, we offer comprehensive real-time analytics and reporting possibilities on all your operations and channels. This means project and user-focused statistics as well as real-time monitoring options with customizable dashboards to fit your business needs. Finally, User activity logs enable you or your team supervisor to see daily updates, log-in requests or do-not-call registry updates.

You can also utilize VCC Live dashboards, in order to monitor your team results in terms of the most important business KPI’s. Dashboards are accessible from supervisors’ mobile devices too, so you can use them from anywhere you are without the need to stay in front of your computer.

6. Training, feedback and motivation tools

Adapting to an unexpected scenario and switching to remote work is not only challenging for you but also for your employees. State your expectations and the rules of remote working through clear communication.

Additional training sessions may be needed, especially if you are planning to revise your workflow. You may utilize VCC Live’s listen-in, whispering, and conference mode functions to serve this purpose.

Your employees should also know their work will be assessed just as usual. Remember to give regular feedback to ensure that your agents are doing their jobs well. If there are points to improve, highlight them, based on examples available in call recordings as well as VCC Live logs and statistics.

You can easily assess your agents’ work and give them instant feedback using either our Quality Management tool or by using a simple personal message. If you do not yet have an in-house quality control team, it may be a good idea to establish one to ensure high levels of customer satisfaction, regardless of the situation you are in.

You may also consider motivating your remote team with additional bonuses. These bonuses can be calculated automatically by VCC software, based on dispositions saved by agents and database fields’ values.

Last but not least, you can easily communicate with your employees. You can keep them up to date with personal chat messages, group messages, or send updates to your agents using Agent News whenever you need to share important information.

7. Key Account Management Team

If you feel that you need our help, VCC Live has a dedicated Key Account Management team available. Our experts can share their knowledge, help you prepare and execute software implementation plans, and manage your projects from a technical point of view. Additionally, they can give advice on best-working scenarios based on our own customer experiences.

We hope that this short checklist helped you find the tools for establishing a remote work infrastructure. Providing ease of access and a smooth transition, VCC Live software can help you establish a secure, safe, and efficient remote operation. Transitioning onto a remote work infrastructure proves to be more flexible and in line with modern call center standards. Therefore, it can be seen as more than just a temporary fix but a long-term investment. The time for remote ventures has never been better!

VCC Live Offers Its Contact Center Software for Hungarian Organizations Free of Charge

Posted on: April 1st, 2020 by dorarapcsak No Comments

As a result of the coronavirus crisis, organizations handling inbound calls are increasingly closing their offices. Therefore, their customer service staff is unable to perform the essential task of properly informing and supporting the population.

In the event of the epidemic, many non-profit organizations are being threatened. However, more and more companies are offering their help to fight the virus. “One of the most important principles of our company is assistance, so taking action in this difficult situation wasn’t a question for us. Therefore, we are proud to announce the launch of our ‘Love to Help’ initiative, which offers free use of our cloud-based contact center software to any Hungarian organization involved in informing and supporting the public via telephone. ” – said Péter Málhai, Chief Revenue Officer at VCC Live.

Thanks to the technology and the company’s many years of experience, organizations can make use of VCC Live software in a matter of days. Currently, two organizations are in the process of implementing the software: the University of Pécs and the Buda Health Center, with the latter being transformed into an epidemic hospital. 

It is particularly important for both organizations to continue to work smoothly. The Buda Health Center’s call center team helps inform the families of the infected, so it is essential for them to be able to switch to remote work as soon as possible and to stay informed and safe from home. Volunteer graduate students at the University of Pécs will provide healthcare consulting services to citizens 60 years or over.

“We are particularly proud to be able to help, among other things, the work of the University of Pécs, whose research team has achieved enormous results. We are international service providers. However, we are confronted daily with the difficulties caused by the state of emergency within the country and many of our clients work in the health, tourism, media, and other severely affected sectors. We believe it is important for us to be able to help as many Hungarian organizations as possible in this difficult situation.” – added Peter Málhai.

If your organization would like to use VCC Live software, contact the company at lovetohelp@vcc.live.