Common software related call center management problems & their solutions

1. Common Software Related CALL CENTER MANAGEMENT PROBLEMS & their Solutions

2. Introduction Modern world thrives on digital information; increasingly fast changing technology is reshaping the way human race approaches their day-to-day lives. Digital revolution has forced the business ecosystem to adapt and deliver the services on real-time basis to remain relevant and competitive. Lot of investment has ensured that sales and marketing divisions of organization are better tuned to the new digital customer; however, contact centers are critical to customer satisfaction and retention are yet to catch up to these changes. Today, we are trying to identify the challenges (a mix of traditional challenges combined with problems related to digital transformation) which are commonly faced across contact center industry.

3. 01 Multiple Data Sources • With more and more use of social media and internet, it is getting more difficult to address customer grievances from different mediums. • A single consolidated view of customer including conversation history, customer preferences etc. is very difficult to get. • Contact centers need to upgrade to Omni channel solutions or invest to integrate data from different sources with existing infrastructure. • Unified Interaction Management will enable them to keep up with the changing trends and maintain presence across platforms.

4. 02 Call On Hold • As per various studies, almost 30% of the customers disconnect their calls while waiting to connect to an agent. • Modern contact center software are providing callback option for the customers. • Callback option helps to avoid the long queues and tiresome waiting for an agent to be available. • Customer just need to schedule a callback and the software will dial at the specified time.

5. 03 Navigating IVR • IVR is one of primary reasons for customer satisfaction • Quick & easy navigating IVR can handle customer requests on the go • Visual IVR system is simple to use where user can choose the option displayed on their screens • Customer can move back incase opted for the wrong option 

6. 04 Call Drop • Disconnection of calls in the middle of a conversation. • Frustrating situation for the customer as they have to navigate again through a complex system • Intelligent reconnect available in the contact center software will re-route the call to the same agent • Intelligent reconnect increases the productivity and the effectiveness of the contact center agents and the time invested by them.

7. After years of experience in serving the call center industry Teckinfo has done the changes in its product folio to meet the need of the hour. InterDialog UCCS – a unified call center software is a state of the art product which is capable of handling all such challenges which are faced by the industry . It empowers the contact center to be efficient and thus help them to increase the number of happy customers. Visit our website to know more:-Teckinfo.com

8. Contact Us www.teckinfo.com +91-11-49605588 info@Teckinfo.com info@teckinfo.com