Posts Tagged ‘Customer Service’

Essential Steps to a Smooth and Effective Customer Onboarding

Posted on: November 8th, 2019 by dorarapcsak No Comments

Most companies think they won a customer when they sign the contract with them. But the truth is that when your customer chooses your solution that doesn’t mean that your work is done. Actually, it only begins…

Customer onboarding is an essential part of the customer life cycle: a positive onboarding experience will ensure your customers that they’ve made the right decision to choose your solution.  

Check out below our five important steps to effective customer onboarding and make sure your customers will stay with your company for good!

Assess your client’s assets and set goals

The first and most critical part of any successful customer onboarding process is to thoroughly study your client assess their assets. As every client is different, it is of utmost importance to know their processes, their results so far and also their expectations after choosing your solution.

In our ever-competitive business environment, providing a software solution will not be enough to ensure your client’s success. As a reliable solution provider, you’ll need to offer proactive consulting services as well to win over your clients.

As such, start the onboarding process by making a list of your positive and negative findings. Also, remember to come up with improvement solutions for the negative findings in order to position your company as an expert in the field.

Set your goals together

A successful onboarding process starts with setting goals. During the assessment period, your task is to identify what the client is hoping to achieve by using your solution. The next step is to turn your assessment into clear goals.

Once you have an overall picture of your client’s results, daily operations and expectations for the future, it’s time to set your goals together with an action plan to move things forward.

Again, use your years of experience in the industry and try to provide your client with useful consultancy services. After all, their success is your success.

Effective Communication is Key

Reliable and consistent communication is what many companies miss to provide when onboarding their customers. In such cases, clients might feel abandoned and for good reason.

Start by sending out a welcome email, thank them for choosing your solution and let them know how excited you are about your cooperation.

The next inevitable step in your customer onboarding process is to teach your customers how to use your solution. While many companies simply create a tutorial, make sure you provide them with a guided walk through during an interactive onsite or online training session.

Last but not least, don’t forget to check on your customers every now and then. On one hand, you can show your clients that you care about their progress, on the other hand, you can help them get the maximum of your solution.

Customer onboarding can help you retain your customers in the long run by creating a seamless experience between every touchpoint. Don’t miss out on this great opportunity to grow your business! 

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!

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!

3 Easy to Implement Tips to Building Employee Loyalty in the Call Center

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

 Call center turnover is a constant challenge for call centers. At the same time, finding new agents is becoming increasingly difficult due to the advanced language skills, long working hours and high levels of flexibility call centers expect of agents.

So, here’s the ultimate guide on how to build employee loyalty in the call center!

Try Call Center Gamification

Due to the high demands call centers set, their employees often quickly lose motivation, leaving the industry to explore less stressful career opportunities.

Therefore, for any call center striving to keep their agents loyal, it’s essential to create a less stressful and more fun work environment.

Leveraging call center gamification is a great way to help create a collaborative atmosphere and better work culture. Adding some games into every day work will create a sense of community and increase engagement, encouraging agents to build long-term loyalty towards your business.

Offer Them Career Opportunities

Who said you cannot build a career in the call center? Still, most people (including agents) think it’s not possible to move up the career ladder in a call center.

The truth is, however, that there are a wide variety of career opportunities in call centers. Responsibilities vary greatly, depending on the nature of the company, agents’ experience and personality, so don’t leave agents stuck in their position once they’ve outgrown it.

Offering continuous training opportunities will encourage agents to plan for the long term. When it comes to training call center agents, there are a number of best practices. Reviewing recorded calls together with your agents, for example, will allow you to provide them with a crystal-clear example of what is and what is not appropriate during a customer call. 

Also, when training your agents, set your creativity free. You can, for example, create a common knowledge base, and encourage your agents to contribute to it with their own knowledge.

Recognize Them through Rewards

The biggest challenge for agents working in a large team in a call center environment is to stand out from the crowd, and for their work to be acknowledged by management. It’s no surprise then, that call center agents often feel they are nothing more than just another cog in the call center wheel.

As such, if you want to increase employee loyalty your call center, make sure you create a workplace environment in which they feel they are valued by the company.  Recognizing your agents through rewards is a great step in creating this kind of workplace environment.

There are a number of ways you can do this. For example, you can create a coupon book and give out coupons for 15 minutes of time off or a remote working day. Whatever you do, always make sure to award prizes that make the winners feel special. You can be sure your agents will, in return, stay loyal to your call center.

Employees stay loyal to businesses that treat them well. Make sure you follow our tips to help keep employee loyalty high in your call center! 

Cold Sales Call Strategies to Sell More Effectively

Posted on: September 13th, 2019 by Péter Málhai No Comments

People tend to say cold calling is dead, but in reality, there’s still a lot of potential in cold sales calls. But only if you do it right.

When it comes to cold calls, getting it right means thoroughly planning your conversations in advance.

Using my 15 years’ experience in sales, I’ll bring you an article every month to show you how to plan and execute cold sales calls effectively, so that you can make more sales and close more deals. Don’t miss out on the first article of our cold sales call strategies article series!

Build trust and gain sympathy

Imagine the situation: you’re at home and hear your cell phone ringing. You check your phone and don’t recognize the number. You think maybe it’s the feedback you’re waiting for from that job interview last week, so you pick it up excitedly – only to find out it’s a cold call from a company. As soon as the operator starts speaking, you already know they will want to sell you something, and you immediately begin to feel negatively about the call. That’s why building mutual sympathy and trust is the first and very (if not the most) important step in any cold call.

Pro tip: when making a cold call, the first sentence decides everything. Don’t start by asking “is it a good time to talk”, since it’s not only vague but also indicates the call might be long and therefore reinforces the receiver’s negative feelings towards the company you represent. Instead, try and introduce yourself quickly, ask them if they have 2-3 minutes for the call, and promise them you’ll be very quick. By doing this, your customers will know from the very beginning of the conversation that the call will not take long and you’re not going to take their valuable time for too long. 

Assess needs and make an offer

The goal of customer needs assessment during a cold sales call is to understand what your customers want and how your product or services can meet their expectations. Assessing customer needs is a vital part of the sales process. Put simply, if you don’t know what your customers want, then it will be difficult (if not impossible) to meet their expectations.

Pro tip: In certain occasions, customers don’t have any specific needs. In such cases, it is the sales rep’s task to generate needs for them. Let’s look at an example: “I understand that you like your smart TV, however, I’m sure you would enjoy watching your favorite movies even more on a device with higher resolution (of course, it only works if you manage to gain information about their favorite movies before.)”.

Once you manage to build trust with a customer, it’s time to thoroughly assess their needs. The best way to do this is by preparing a series of questions and selecting the most relevant ones, based on the current conversation. After having got an overall picture of the customer’s needs, make sure to summarize what you’ve heard, and the make an appropriate offer.

Pro tip: when you summarize what you’ve heard make sure to apply the ‘three yeses’ rule, meaning if you ask three questions and the customer’s answer is yes to all three questions, then it’s 90% that they will say yes to your next question as well.

Handle customer objections

No matter how good a product or service is, every customer will have objections which will make them hesitate before buying them. And in order to make more sales and close more deals, sales reps will have to learn how to successfully overcome these objections.

Objection handling means responding to the customers’ concerns in a way that changes their opinion and encourages them to proceed with the purchase. The best way to handle objections is through active listening, asking follow up questions and responding to customers’ comments in a thoughtful way. When it comes to responding, reacting too impulsively, arguing with a customer, or pushing them too hard to proceed with a purchase will only make things worse, as customers will easily lose the trust you’ve built with them so far.

Also, don’t forget about the golden rule of commerce: the customer is always right. So, even if you don’t agree with what they are saying, try and respond in a way that makes them feel they are right. 

Pro tip: when customers are not sure about a purchase, they usually refer to the easiest and most common type of objection, which is objection based on price. In such cases, however, they might actually have every intention of making the purchase, therefore, it’s worth asking a few additional questions to discover what the customer’s real objections are and start handling them.

Cold sales calls can be frustrating both for your reps and customers. But if you follow the steps mentioned above, you’ll be able to build trust, gain customers’ attention and as a result close more deals. 

Strategies to Turn Customers Into Brand Advocates

Posted on: September 5th, 2019 by dorarapcsak No Comments

Acquiring customers is important but retaining them is what makes a business grow in the long term. Still, 44% of companies rather focus on customer acquisition than customer retention.

But did you know that it costs five times as much to acquire a customer than to keep an existing one? So, instead of focusing only on customer acquisition, make sure you put just as much energy into retaining your customers, and even turning them into brand advocates. Here’s how!

Offer next-level customer service

This might be obvious but, if you thrive to turn your customers into brand advocates, start by providing each of them with exceptional customer service because you never know who may later turn into your most loyal brand advocates.

Providing an overall good customer experience is a good first step, but chances are it won’t be enough for turning customers into advocates. Instead, you’ll need to take things further and know what your customers want, before they even know it, for example, by exceeding their expectations with proactive customer service.

Seeing your company is willing to go the extra mile to solve problems before they even occur will definitely make your customers feel that they are valued and respected, encouraging them to turn into loyal brand advocates.

Know your customers

What better way to show customers you value them than remembering their name? It makes customers feel like an individual and it also demonstrates that you actually care about them as a person.

In fact, thanks to today’s advanced technology, you can do a lot more than just greeting customers by their names. It’s no secret that customer service departments store a huge amount of customer data. And by leveraging data analytics instead of only storing your data, you can actually make good use of it. Proper analysis of customer data is the first step in understanding your customers. In fact, data analytics will allow you to better understand your customers’ behaviors and needs, and thus add personalization to your customer service.

By showing your customers that you know them, you’ll be able to make them feel treated as special customers and thus encourage them to commit to your business.

Ask for Feedback

Customer feedback is one of, if not the most valuable resource for your business. It is also an excellent way to gain insights into your company’s processes. After all, it is customers who use your products or services, so you better take their opinion seriously.

Customer feedback is giving you the opportunity to realize what you’re doing wrong and how you can improve your services. This allows you to better serve your customers by taking their feedback on board.

Furthermore, by asking for feedback, you can show your customers that you care about what they think and consider changing your product or services based on their thoughts. As a result, chances are better they will stick to your business and become brand advocates.

Create a community

Another great strategy to turn customers into brand advocates is by providing them with a platform (such as a forum) where they can interact with each other. As already mentioned in a previous article, one major benefit of creating a community around your brand is that it can significantly increase customer retention and engagement.

In order to create an online community, consider building as many social media platforms as you can manage, including Facebook, Twitter, LinkedIn and Quora to serve as communication hubs where your customers can interact. You might want to consider creating a forum, as well, which is typically an ideal platform to create a community.

Giving your customers platforms where they can talk about your product will give you the opportunity not only to join the conversation and create a relationship with them but also listen to their feedback and deal with their complaints. 

How Customer Service Automation Is Revolutionizing Contact Centers

Posted on: August 28th, 2019 by dorarapcsak No Comments

In today’s CX-driven world, customers can choose from a number of platforms when they want to communicate with your customer service team. As a result, businesses receive inbound conversations on far more channels than they used to.

It’s clear that your agent team on its own would struggle to respond to all of these incoming conversations that your business receives. However, by automating some of your processes you’ll be able to handle thousands of conversations simultaneously across all channels while keeping customers satisfied.

Implementing customer service automation processes in the call center has many advantages. Here are the top benefits!

Increase your productivity

Just because your agents are on the phone all day long, it doesn’t mean they are making productive calls or being efficient. Many call centers still rely on manual dialers, with agents having to dial numbers themselves. And many of these calls end up lost on answering machines, or with agents waiting too long for a customer to pick up.

Customer service automation can greatly benefit your call center’s productivity. With a predictive dialer, for example, you can automate your dialing process and thus potentially double your efficiency by reaching as many customers as possible.

Indeed, one major advantage of predictive dialers is that they can greatly enhance agent efficiency. Firstly, by relying on a predictive dialer, agents save time as they no longer need to manually dial numbers. Secondly, when an agent finishes their current call, a predictive dialer already has the next call ringing and ready to handle.

Furthermore, you can also provide automated responses to the most recurring customer queries, and thus free up your agents from typing out the same response multiple times a day. In fact, automating some of your workflows can potentially add up to hours of saved time per day.

Deliver better customer experience

Let’s face it, customers rarely look forward to contacting customer service lines. Having to contact a company’s customer service several times, and then being put on hold for several minutes, is clearly a frustrating customer experience.

With proper customer service automation processes, however, customer issues can be easily resolved without them (and you!) having lengthy and inefficient phone calls with customers.

Amongst other things, skills-based routing is a technique being increasingly used to direct customers to an appropriate agent by routing incoming calls to specific agents based on the service requested. As a result, customer experience greatly improves as agents are not only actively talking to customers but are also resolving their issues at potentially the highest level of efficiency.

It is also worth considering that it is increasingly common for companies to use automation tools such as an IVR system to handle their customer service traffic more effectively. However, voice-based IVR systems often mean customers calls take longer than expected, and actually don’t bring the results customers are looking for. So, if you want to unlock the full potential of IVR systems then make sure you opt for a visual IVR. Visual IVRs allow customers to use touch-screen menus to find the answers they’re looking for, instead of waiting for traditional IVR systems as they read out every option.

Lower your costs

As we all know, lowering costs is the number one priority in any call center. Saving costs by reducing staff numbers, however, is a gamble that is not worth taking, as during peak times it may actually end up costing you more in terms of poor service.

In contrast, customer service automation will allow you to cut costs by reducing the amount of labor used on individual tasks, rather than your number of agents. By automating some of your processes, you’ll not only be able to free up your agents from repetitive, low-value activities but also reduce the number of customer calls your call center receives. And, most automation tools are available on a subscription basis, allowing you to only pay for what you use and also easily scale up based on your needs.

So, for example, if your call center receives a lot of repetitive questions, you can assess your calls and automate the repetitive ones, for example, using an IVR feature. The more calls your IVR system can handle the more money you can save on your workforce.

Reduce your agent workload

Handling low-value repetitive tasks, such as answering the most commonly-asked questions a company receives, is a nightmare for any call center agent, a soul-sucking activity which can easily result in them burning out. This is definitely one area where customer service automation can help.

Chatbots, for example, can carry out many kinds of repetitive tasks on behalf of call center agents. In recent years, chat solutions have become massively popular in the call center industry, allowing call centers to reduce agent workload and letting agents focus on higher-value activities.

Another great customer service automation tool is customer self-service. The benefits of self-service are obvious: if your customers can resolve simple queries themselves, this will allow your customer service agents to use the resulting additional time to handle more complex issues. The result will be significantly-reduced customer service call volumes, and so substantially reduced agent workloads.

Customer service automation is more than just about offering customers a more convenient experience. It enhances productivity and quality, while also allowing you to better manage your resources. Make sure to leverage it in order to get the most out of your customer service interactions!

City Connect Chose VCC Live to Power Their Customer Experience Services

Posted on: August 26th, 2019 by dorarapcsak No Comments

We are more than delighted to announce that City Connect decided to leverage VCC Live’s solution to power their customer experience services in Croatia to start with.

City Connect is an established business process and technology outsourcing (BPTO) provider with several offices in Europe (www.citycc.eu), specialized in omnichannel customer experience, sales and marketing services. Their mission is to deliver next-generation customer experiences and help companies connect with their customers and partners every day, around the world.

As a company aiming to deliver exceptional customer experience, City Connect needed a technology solution that allowed them to live up to its customers’ increasing expectations. As such, City Connect decided to leverage VCC Live’s professional package including advanced features, such as an intelligent predictive dialer, dashboard and real-time analytics.

As providing sales and marketing services amongst others, City Connect’s success greatly depends on the efficiency of services through outbound channels. With VCC Live’s intelligent predictive dialer, the company can now fine-tune their outbound campaigns by setting unique parameters.

Furthermore, in order to be able to reach excellence in their operations, VCC Live provided City Connect with customizable analytics. Among other things, with our export editor, the company is able to determine and customize what data to export from their databases. 

Last but not least, City Connect needed a solution that allowed them to monitor their performance in real-time. With our powerful dashboard, City Connect is able to see and monitor the most essential KPIs in real-time, including historical call data.

We are looking forward to a fruitful partnership with City Connect, and are ready to help them deliver the best possible results to their customers across the world.” – Norbert Simán, Customer Success Manager at VCC Live

Our company recognizes ever-increasing necessity to provide state of the art efficient and versatile software solution to connect with our clients and their customers. VCC Live meets our high expectations and offers an additional value to our proposal.” – Ivica Mađura, Director at City Connect

Increasing Customer Satisfaction With Skills-based Routing. Here’s How!

Posted on: August 16th, 2019 by Roland Háry No Comments

Ask any call center manager what’s one of the most important KPIs they constantly strive to achieve in the call center, and you can be sure that they’ll tell you: it’s customer satisfaction.

Now ask customers what they find the most annoying when they contact a company’s customer service department, and you can be sure that they’ll tell you: it’s unresolved issues.

Customers reach out to customer service lines with a wide range of issues. But if they can be connected with the right agent for the first time that excels at the service they require, chances are better of achieving a satisfactory result. This is exactly what skills-based routing is for and why you absolutely need to leverage it in the call center.

Read on to find out how skills-based routing will help you reach high levels of customer satisfaction!

What is skills-based routing?

Most call centers offer several services, each of which requires a different skill set. Of course, not all agents are created equal: while some of them might be great at customer service, others might be natural-born salespeople.

And this is where skills-based routing comes in handy. Skills-based routing is a technique used to direct customers to the right agent by routing incoming calls to specific agents based on the service requested.

Calls might be routed based on agents’ availability and skills, the type of customer query and customers’ call history.

Benefits of skills-based routing

Every call center team consists of agents with different skill sets. And by leveraging these different skills and knowledge, you can easily skyrocket your customer satisfaction levels.

Skills-based routing will allow you to utilize your agents’ strengths by assigning them to calls that require their skills and knowledge. In other words, you’ll be able to direct callers with simple issues to less specialized agents, while customers with specific requests to more experienced and skilled agents.

As a result, both average wait times and first call resolution will improve as agents are not only talking to customers but are also efficiently resolving their issues.

For skills-based routing, all you need is reliable software solution that enables you to route your calls to agents with the proper skills and knowledge.

When it comes to routing your calls, the best method is to assign agents to different campaigns based on their skills, a technique that is already available in VCC Live’s solution.

However, in case you work with a smaller workforce, chances are your agents need to handle several types of services, and thus you cannot divide them by campaigns. Luckily, skills-based routing is an efficient method in such cases too.

Let’s look at an example: out of your 50 agents, 25 excel at sales activities, the rest is proficient in complaint handling. Let’s say you experience peak periods when all of your 50 agents need to actively take calls. With VCC Live, you can rank your agents based on their knowledge and customer profiles and route your calls accordingly.

As such, if you suddenly receive an increased number of incoming calls after a TV spot, the calls will be first routed to your 25 agents specialized in sales and after to your remaining agents in case extra help is needed. Similarly, customer complaints will be primarily routed to customer service agents but in case of an unexpected peak time sales agents will also receive incoming calls.

Take away

Skills-based routing is inevitable for any call center that strives to provide superior customer experience. Amongst other things, it reduces average wait time, increases first call resolution and greatly improves customer satisfaction.

VCC Live Onboards Leading Car Loans Provider Mogo Finance

Posted on: August 14th, 2019 by dorarapcsak No Comments

Fintech company focused on facilitating and financing transactions with used cars, starts using VCC Live software on its debt collection, sales, and customer support operations. 

Headquartered in Riga, Latvia, Mogo Finance operates in more than 15 countries, issuing over than EUR 358 million to date and running a net loan portfolio of over EUR 140 million. With a consistent base of more than 100 000 customers, the strategic priorities of the company are focused on consistent profitable growth and geographical expansion. Currently, it operates in the Baltics, Eastern Europe, the Balkans, the Caucasus, and Central Asia.

Mogo Finance’s positions itself in the debt market with an innovative mission: securing loan products that are designed to meet the needs of clients who are underserved by the mainstream credit market. With growing operations spread throughout several regions across the globe and a strong focus on increasing customer value, Mogo Finance relies on well-aligned and efficient customer experience teams to support company goals. And of course, all customer-handling operations must be supported by seamless technology.

Mogo Finance partnership with VCC Live comes to address customer interactions challenges, such as improving collections and sales over the phone through more efficient management of agents’ working time. For such, they will count with our predictive dialer feature developed to increase customer team’s efficiency by decreasing agents’ idle time. Also, the possibility of using several communication channels (email, sms, chat, among others) also called the attention of the company that seeks to provide its customers with seamless omnichannel care.    

About Mogo Finance and VCC Live blooming partnership, Roland Háry, Solutions Consultant for Enterprise at VCC Live, highlights: “It’s always a pleasure when a multinational company trusts us and allows us to support them in their operations in several countries. This also reflects our system’s diversity and the fact that we’re able to provide services all over the world. We are grateful for the opportunity and looking forward to a fruitful partnership with Mogo Finance.”

More about Mogo Finance

Mogo Finance products range from Car Leasing (financing used cars) to Leaseback (car serves as a pledge; clients can remain driving it). All services are provided with flexible payment and fast and easy application process. Know more about the company on its official website!