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Improve Customer Satisfaction
Customer satisfaction is a critical requirement of any support center and the result of effective customer service. A sure way to improve customer service is to accommodate changing customer preferences. Today's call center customer's expectation of service is-The CHANNEL they want, WHEN they want it, on the DEVICE they are using.
NOT the way YOU offer it. In order to improve customer service, companies not only need to offer multiple channels of communication but also integrate these channels.
Offer Customers a Choice of Ways to do Business with Your Company
Significant research has been conducted on customers' use of various communication channels and the relative satisfaction levels of each. An example of this research is shown below. The bar chart shows the percentage of customers who use a particular media to access customer service assistance. The line chart shows the percentage of customers rating the service on that media as 'highly satisfactory.'
The research clearly indicates that Web media (chat, e-mail, Web self help) includes critical communication channels. Furthermore, Web chat had the highest satisfaction rating of any channel, with e-mail being roughly equal to phone and in-person service. Clearly, providing customers with multiple communication channels, especially electronic ones, is not only necessary but also an effective way to increase customer satisfaction.
Integrate Your Communication Channel
Another practice that leads to poor customer service is simply adding more communication channels in a haphazard fashion, or without bothering to integrate them. Customers resent having to repeat the same explanation every time they contact you about a problem. Savvy customers expect you to have a record of any time they contact you, too, regardless of how they reach you-phone call, e-mail, chat session, and so forth. Furthermore, you can reduce resolution time, increase satisfaction levels, and even increase job satisfaction among your customer service representatives (CSRs) by providing them with a complete, up-to-date, 360-degree view of all customer interactions, regardless of the medium. Let's say a customer initiates a chat session with one of your CSRs.
Give Customers Consistent Response Across Channels
Customers expect the same level of service, regardless of how they get in touch with you. Blending media channels lets you control response time and service level based on your priorities or agreements and gives customers the same favorable experience no matter how they contact you.
Implement Cost Savings
This approach can dramatically increase the quality of customer service you provide while significantly reducing costs. The cost savings fall in the following areas:
Save CSR Costs by Improving Their Efficiency and Effectiveness. Investing in an integrated contact center increases CSR output and professionalism by providing them with these powerful tools:
•Complete information about the customer to effectively manage the customer.
•Knowledge base of proven answers to resolve queries and reduce dependence on experts.
•Automated processes to complete routine tasks.
•Productivity tools to improve task efficiency.
With enhanced efficiency and effectiveness, fewer CSRs can handle the same number of customer requests.
Reduce Staffing with Multi-skilled CSRs Using Blended Media. You can make better use of your staffing resources by maintaining a small pool of multi-skilled CSRs working with blended media. If you maintain separate groups of agents for different media, you may be supporting more agents than you actually need. A smaller pool of multi-skilled agents, working in a blended media environment, can most likely accomplish as much as many more CSRs working in the confinement of media silos.
Conclusion
Service centers today are in a process of evolution–changing from simple phone-based call centers to completely integrated multi-media contact centers. In addition to providing higher levels of customer service, modern contact centers are also much more cost-effective. If you don't provide this level of service to your customers, in a profitable manner, eventually your competition will be lost. Again and again we hear that customer service is the key differentiator in today's fast-paced business climate.
iTarget Call Center opens all communication channels to gain customer satisfaction in one solution: phone calls – IM chatting – web – fax -email
iTarget Call Center Benefits
Your business is growing and so does your base clientele. Customers no longer originate from your neighborhood nor in one city only but now spread across city borders and countries. Your staff experiences heavy influx of telephone calls. The company's phones lines gradually get congested. Customer transactions suffer because they could not reach your office. As the manager, you know you must implement solutions fast or your business will suffer.
Under these conditions, it's time you switch to iTarget: the call center solution brought to you by IT Synergy.
Enhance customer relation
Because callers can immediately connect to your office, they can transact business with no more waiting time. It eliminates wasted calls. It gives your customers quick access to the information they want and thus results in improve relationship with them. And too often, because clients can reach your office immediately, it enhances their perception of your company. You getter more customers, more deals, more revenues.
Custom relationship management (CRM):
Vtiger CRM software is ideal for small and medium businesses, and widely used product with thousands of users in dozens of countries. It has a vibrant community of users driving the product forward, and contributing to it's development.
Vtiger CRM will be also customized to serve call center functionalities, to provide detailed information about registered customers, and their last activities. iTarget call center, trigger customer data from CRM, and with a simple click new customers can be easily registered.
Improve efficiency
iTarget call center allows staff to deal with more customers at any a given time.
Minimize expenses
With iTarget call center, the same number of staff will be able to handle more calls
Better office communication handling
iTarget call center, aside from handling live calls, can also process emails. In addition, it can handle fax, web-based queries, Instant Messaging, and other means of communication for the company.
Remote management
iTarget Call center is web-based, making your business available wherever you are with a laptop and an Internet connection. Monitor business activity and make adjustments easily, as if you were on-site.
Fast return on investment
Build a more efficient and profitable organization by using It synergy call center tools to generate more revenue while reducing costs.
Generate revenue with iTarget call center 
Optimize agent productivity
Reduce training time
Simplify management tasks
Improve agent guidance and coaching
Make telemarketing campaigns more profitable
Reduce costs with iTarget call center
Call transfer from agent to another
To ensure the highest level of service and customer satisfaction
Automatic Call Distribution (ACD) & Skils-Based Routing
When a live agent is needed, routes the call to the right queue, gives it the right priority, and routes it to the next available agent who is most capable of handling the call.
Music & countdown answer machine on hold
In order to avoid customers’ frustration while waiting in queue, music will be played and a countdown answer machine so the customer will know his number in the queue .
Call recording
iTarget enables incoming call recording, this to have a copy of the conversation, can be used for claiming justification, training and supervising. Call recording is is enabled in two ways either “always recording” or “on demand recording”.
Powerful performance-measuring tools
Supervisors can benefit of the following.
- See agents logged into a queue.
- See agent status (in call, logged off, invalid).
- See every call waiting on the queue with its timer.
- Spy or whisper to your agent
In an ordinary PBX, your office can not track the number of calls you receive each day, how many of these calls were positively resolved, how many callers turn away,etc. It Synergy call center makes these statistics available so you will know measures to take in order to improve your business. Following is a list of all report and statistics.
- Agent login – logout - Agent service percentage
- Agent break quantity - Incoming call
- Agent break duration - Incoming call duration
- Agent Calls duration - Succeeded calls
- Agent Calls average - Abandoned calls
- Agent Calls average duration - Calls per Hours
- Agent longest Calls - Hold time per queue
- Agent hold duration - Graphical calls statistics
- And more ...
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