News

Industry news, advice and insights from our experts.

Easing Contact Center Payroll Pains: Navigating Through 7 Major Challenges

Easing Contact Center Payroll Pains: Navigating Through 7 Major Challenges

Discover payroll solutions in the customer service industry. Learn about compliance, record-keeping, technology, data security, and more.
Share

5 New Technologies That Can Set Your Call Center Apart from Competitors

The primary goal of your call center is to provide exceptional customer service. Whether focused on inbound calls, outbound calls, SMS, chat, email, or social interactions, your call center requires a variety of technologies to operate. The ones you choose help your employees more effectively use their time. The more efficiently they provide service, the… Read More »

The primary goal of your call center is to provide exceptional customer service. Whether focused on inbound calls, outbound calls, SMS, chat, email, or social interactions, your call center requires a variety of technologies to operate. The ones you choose help your employees more effectively use their time. The more efficiently they provide service, the more your customers should continue to do business with your company. It is more important now than ever before to stand out from your competitors. Implementing the right technologies can help!

 

The following are five current technologies your call center may want to use to stay competitive.

 

1.    Computer Telephony Integration

Computer telephony integration lets computer and phone systems interact with each other. Your call center can use computers to manage all telephone calls to increase efficiency and results. An agent receives a call notification through a screen popup with the caller’s account information. Because the popup is connected to a unified desktop, the agent has complete access to the customer’s data. This lets the agent lead the call and solve the problem, saving time for both the agent and the customer.

 

2.    Interactive Voice Response Technologies

Interactive voice response lets callers access the information they seek without talking to an agent. This allows your agents to have more time to focus on more difficult customer issues. Additionally, interactive Voice Response technologies are a great way to support agents while cutting down on hold time and better serve customers with simple questions. The callers enter their information with a touch-tone keypad or by speaking into the phone. Natural language speech recognition software uses grammar and data to recognize different dialects and words. The technology operates on a strategically developed call flow and undergoes continuous tuning based on customer interactions.

 

3.    Predictive Dialer

A predictive dialer automatically dials from a list of phone numbers. It detects busy signals, voicemail messages, disconnected phone numbers, and when there is no answer. The technology can be used for mobile, text, social, chat, and email. It also detects a customer’s favored channel and delivers the interaction to the agent when answered. Plus, the technology can proactively reach customers in case of an emergency or to let them know where they are in the queue. This saves the agents a substantial amount of time on making phone calls.

 

4.    Call Recording Systems

Recording systems capture customer interactions. This lets agents and managers review what happened during a call. More advanced systems also can record other interactions related to the call, such as emails and chat sessions. The recordings can be historical or in real-time so that a supervisor can intercept an off-script or out-of-the-norm call and provide coaching. The technology can also be paired with analytics reporting for in-the-moment insight that leaders can use to improve agents’ performance.

 

5.    Customer Relationship Management Application

A customer relationship management application gives agents all of the customer information they need to solve problems as quickly as possible. The call center agents also can use the application to document customer interactions in case the caller needs additional help in the future. This helps agents more efficiently resolve issues down the road. It also routes customer cases through internal processes and keeps customers updated throughout the case lifecycle.

 

The Newest Technologies Mean Nothing Without The Right People!

Need help finding the people you need to drive your call center business forward? We can help! Get in touch for help finding the right people for your unique needs!

Share
Think Twice Before Quitting! 4 Considerations to Make Before Quitting Your Call Center Job

Think Twice Before Quitting! 4 Considerations to Make Before Quitting Your Call Center Job

As The Great Resignation goes on, the number of employees who quit their jobs continues to grow. This may make it tempting to join the mass departure and leave your call center job. However, you should think twice before handing your manager your resignation letter. Staying with your current employer may be in your best… Read More »

As The Great Resignation goes on, the number of employees who quit their jobs continues to grow. This may make it tempting to join the mass departure and leave your call center job. However, you should think twice before handing your manager your resignation letter. Staying with your current employer may be in your best interest.

 

Consider these four factors before leaving your call center job.

 

1.    Are You Consistently Reaching Your Goals?

If you continually achieve your call center goals, you likely are being rewarded for your efforts. The gift cards, bonuses, raises, or other incentives make it attractive to stay at your job. They make it worth your time to deliver value to your team and organization on an ongoing basis. Plus, you likely have a reputation as a top employee, making it more meaningful to stay. You can continue to build on your successes and make a bigger move down the road.

 

2.    Is Stability Important?

With all of the changes happening due to the coronavirus, your call center job may be one of the few constants in your life. Because moving to a new company is disruptive, you may want to remain where you are for now. You can continue to learn, develop your skills, and take on new responsibilities. This can make you even more prepared for when the time is right to change jobs.

 

3.    Can You Craft Your Role?

Employee departures could mean new opportunities for you within the organization. For instance, you could take on additional responsibilities to increase your skill set. Or, you might be able to secure a lateral move or a promotion. Perhaps you can lead or take part in a strategic initiative that increases your visibility to leadership. Talk with your manager about how you can add more value to the call center. Discuss what could be done to accommodate your changing background, motives, and preferences. This can help increase your engagement, productivity, and job satisfaction.

 

4.    Could You Negotiate for More Money?

The vast number of employees quitting their jobs provides you greater leverage for a pay increase. Start by making a list of your most recent accomplishments and how you added value to the call center. Then, talk with your manager about the reasons you deserve a raise. They may be able to provide one in order to keep you with the organization. If not, ask what it would take for you to earn a promotion with higher pay. Write down the requirements, then talk about the ways you can fill them. Create a plan to begin taking action.

 

Are You Sure It Is Time for a Change?

If it definitely is time to change call center jobs, work with Salem Solutions to find one that meets your needs and interests. Visit our job board today.

Share
The Top Mistakes Call Centers Make and How to Avoid Them in 2022!

The Top Mistakes Call Centers Make and How to Avoid Them in 2022!

Odds are your call center has a well-developed training program and agents who demonstrate high standards. Even so, there always is room to improve performance. Because your agents are human, they sometimes make mistakes. This can impact your company’s reputation and bottom line. As a result, you should pay close attention to the most common… Read More »

Odds are your call center has a well-developed training program and agents who demonstrate high standards. Even so, there always is room to improve performance. Because your agents are human, they sometimes make mistakes. This can impact your company’s reputation and bottom line. As a result, you should pay close attention to the most common mistakes made in call centers to reduce their frequency among your agents. Make 2022 your call center’s best year yet!

 

Discover how some of the most common call center mistakes can be avoided to increase customer satisfaction.

 

Keeping Customers on Hold

Customers get frustrated when they are placed on hold for too long. Many hang up after 90 seconds or less and do not call back. The issue is an even bigger problem when first call resolution is one of your call center’s key metrics for success.

 

Your agents need to be trained to keep hold times to a minimum. Even if they have to research an issue or talk with you, the agents should keep your customers informed about what is going on and when they should expect a response by. This helps set reasonable expectations for your customers, which can increase their patience while waiting for an answer.

 

Passing the Caller to Another Agent

Callers do not like to be passed from one agent to another. They have to repeat their problem each time and often get put on hold. This increases the amount of time needed to resolve the issue.

 

To reduce or eliminate this problem, your agents must be trained to handle as many situations as possible. You also need a system in place that automatically directs calls to an agent who is best equipped to handle them.

 

Showing Low Emotional Intelligence

Customers who do not feel that your agents are hearing and understanding them typically become frustrated. They may hang up without their problem resolved and decide to do business with another company.

 

To alleviate this issue, your agents must be able to effectively build rapport with, educate, and provide emotional support for your customers. They also need to anticipate customer requests, offer personalized information, and deliver results as quickly as possible.

 

Not Responding to All Communication Channels

Customers do not like waiting long for their communications through phone, email, social media, or live chat to be answered. If it takes too long to hear from your agents, your customers may look for a company that better handles its customer service issues.

 

You can resolve this problem by properly training your agents to respond to customer communications as quickly as possible in the manner they were received. This efficiently provides your customers with responses without having to repeat their concerns through different channels. You also need a quality assurance framework that keeps customer information in one database, tracks agent performance, and identifies agent mistakes across channels. This makes it easier to resolve customer issues, reward agents, and provide constructive feedback and additional training to improve performance.

 

Missing an Element of a Proper Interaction

Customers deserve to hear a proper open, professional tone, rapport building, and careful listening during their call. The interactions also require professional language, effective questions, and a proper closing to their call. If an agent does not provide all of these elements during a call, the quality of the customer experience goes down.

 

The implementation of a quality assurance system can reduce this problem. You can celebrate your top-performing agents, identify any behaviors that need to be discussed, and provide additional training and coaching to improve performance.

 

Making Chat Mistakes

Customers expect personalized support when reaching out through live chat. This includes building rapport with the agent, feeling they are being listened to and understood, and knowing that resolution of their issue is important. If the customer does not feel respected and valued, they may take their business elsewhere.

 

One way to increase customer satisfaction is by implementing chat automation to immediately begin the customer service process. You might send preset replies that respond to initial introductions, ask questions, and collect information. Or, you could use a pre-chat survey to collect customer information and identify an issue before the agent interaction begins. This provides agents more time to prepare for the live chat.

 

Another way to improve customer satisfaction with live chat is by training your agents to use an appropriate tone throughout the interaction to show they genuinely want to solve the problem. The agents also should demonstrate active listening and empathy to reduce customer frustration.

 

Make sure your live chat hours are clearly displayed if they are not 24/7. Setting clear expectations lets your customers know they may need to wait to hear back from an agent. Be sure to disable live chat outside of operational hours to avoid confusion. Or, offer a calendar option to set up a time for a live chat with an agent.

 

Not Obtaining Call Monitoring Consent

Your call center needs to comply with all laws and regulations to protect your customers and company against risk. This includes securing consent to monitor customer calls.

 

You should have a system in place that automatically tells your customers their call is being monitored and recorded. If not, your agents need to let your customers know they are being monitored before a conversation begins. Be sure to provide a script for both incoming and outgoing calls that make customer consent the top priority.

 

Incorrectly Collecting Payment Information

Your agents need to follow specific standards for collecting and storing payment information. Otherwise, your call center may face fines or other penalties for failure to comply.

 

You can reduce this risk by posting the rules and training your agents to properly collect and store customer payment information. Include the potential consequences if the standards are not followed. Also, provide a script for your agents to follow for incoming or outgoing calls to increase compliance.

 

Looking to Hire Call Center Employees?

Need to add some top-notch employees to help your call center achieve its 2022 goals? Salem Solutions has the vetted candidates you need to fill your positions. Request an employee today.

Share
The Top 10 Call Center Trends to Expect in 2022

The Top 10 Call Center Trends to Expect in 2022

This past year has changed the call center industry as we know it. Technological advancements were rapidly introduced as the way we do business has changed. Now, 2022 is rapidly approaching. Ensure the best for your call center by being aware of these ten trends to expect.    Call Center Trends To Prepare for in… Read More »

This past year has changed the call center industry as we know it. Technological advancements were rapidly introduced as the way we do business has changed. Now, 2022 is rapidly approaching. Ensure the best for your call center by being aware of these ten trends to expect. 

 

Call Center Trends To Prepare for in 2022

1.    Artificial Intelligence Is Here to Stay.

Artificial intelligence (AI)-based applications route conversations to the most qualified agent without having the caller wait. They also collect and analyze information to uncover patterns in responses, then provide possible responses for agents to use for similar customer problems. Additionally, the applications aggregate and present all information about a caller so the agents can handle the issue more efficiently and accurately.

 

2.    Analytics Are Needed to Evaluate Customer Behavior and Agent Performance.

Predictive analytics measure first call resolution, average handling time, agent idle time, and related performance metrics. They also provide insights to help target the best sales and customer retention opportunities. These metrics provide meaningful feedback for more effective decision-making. Additionally, it can help your call center staff advance and improve.

 

3.    Omnichannel Communication Is the New Normal.

Customers want their communications standardized and optimized across devices and communication channels. This lets the customers receive a seamless, consistent experience while navigating among a company’s touchpoints. It also helps the company better understand its customers and more quickly resolve their issues.

 

4.    Self-Service Tools Are Helping Call Center Agents and Customers

Self- Service tools are becoming popular. Customers with smaller questions benefit most from these self-service options. This provides customers convenience and independence. It also shortens the call queues and frees up time for agents to provide the best service to customers with more complex issues. Also, these tools act as a resource that agents can use to better assist and provide information to customers.

 

5.    Recall Technology Is Increasing

Recall technology is helping many Call Centers provide better service to their customers. Even in the best call centers, human error occurs, especially when sending emails or other online written messages to customers. Using it can save your call center agents time by resolving errors or any miscommunication. It also helps to save time and money without disrupting a customer’s experience.

 

6.    Team Technology Is Transforming.

Most customers look for the quality of customer service more than price or quality of products or services when deciding which companies to form long-term relationships with. This is why customer service needs to be a priority in a company’s big picture rather than a standalone activity. Team collaboration tools are more important than ever to consistently deliver customer service across all channels. Additionally, this helps build culture, especially when working remotely.

 

7.    Social Media Engagement Is Growing.

More customers than ever are engaging with brands and handling complaints on social media. Fast responses to these communications are increasingly important to satisfy and retain customers. Many of these conversations are made public. Quick responses show the efficiency of a company’s problem-solving ability. Additionally, responding quickly and thoroughly to public posts, allows others to see that you care for your customers.

 

8.    Call Center Cloud Communication Is Becoming Popular.  

The growth of remote call center agents and project management platforms is paving the way for cloud communication. This makes it significantly easier to reduce the number of in-house agents and the funds for infrastructure, IT, and overhead while hiring the best talent worldwide.

 

9.    Interactive Voice Response Remains.

AI is used to enhance speech recognition for interactive voice response (IVR). This allows call centers to easily route callers to relevant agents or departments to best resolve the issues. The agents can pull up historical data and relevant information about callers to deliver more personalized experiences.

 

10.  Customer Satisfaction Measurements Are More Robust.

As the pandemic continues to go on, customer satisfaction is more important than ever. Communication with call center employees is especially crucial during times of crisis. Customers want to know that their service will remain uninterrupted so they have a sense of stability.

The Best Way to Drive Your Call Center Forward in 2022 is By Having The Right People!

If you need help finding the right call center employees for your business, we can help! At Salem Solutions we come up with staffing solutions catered to your unique needs. We get to know you and what you are looking for so we find the candidates that are the perfect fit. Ready to request an employee?

 

Share
Time for a Change? 6 Signs a Call Center Job Would Be Perfect for You!

Time for a Change? 6 Signs a Call Center Job Would Be Perfect for You!

Are you looking to make a career change? No matter which industry you are in, you likely have transferrable skills that can help you land a job with a call center. Since the barrier to entry is low, you may want to learn more about this potential career path.   If you have these six… Read More »

Are you looking to make a career change? No matter which industry you are in, you likely have transferrable skills that can help you land a job with a call center. Since the barrier to entry is low, you may want to learn more about this potential career path.

 

If you have these six characteristics, then a call center career may be what you are looking for.

 

1.    You Have Strong Communication Skills.

Working at a call center requires excellent speaking, listening, and writing skills. You need to carefully listen to each customer and ask questions to fully understand their issue. You also must remain empathetic and explain the solution in an easily understood manner. Because this may be a customer’s first connection with the company, you want to make a great impression.

 

2.    You Stay Organized.

Part of working at a call center involves the ability to stay organized. Your duties include checking the company knowledge database, talking notes during customer calls, and filling in call disposition codes. Other responsibilities include updating the customer relationship management (CRM) software and completing post-call paperwork. Because you may need to handle several customers at one time, you also must verify the details of each conversation to ensure their accuracy.

 

3.    You Excel at Solving Problems in Your Previous Career.

The main reason customers contact call centers is to find a solution to their problems. Although you likely have a script to work from to handle common issues, you still have to resolve unique problems as they are presented. This requires creative thinking to help the customer while maintaining the best interests of the company.

 

4.    You Enjoy Using Technology.

Technology plays a significant part in a job at a call center. You must be able to use Microsoft Suite and type fast enough to keep up with customer calls. You also need to learn the calling, recording, and payroll systems, and other technology.

 

5.    You Have an Even Temperament.

Dealing with frustrated customers is a key part of working at a call center. This is why maintaining a positive, helpful attitude is required. You have to react with understanding and professionalism when customers are upset. Showing support while resolving problems is necessary for success.

 

6.    You Are Reliable.

Working at a call center requires dependability. The job tends to be stressful and fast-paced. The hours include nights, weekends, and holidays. This means you need to be at your desk ready to work when your shift begins. Your team depends on you to help with the workflow.

 

Looking for a Call Center Career?

Salem Solutions can match you with employers looking for call center employees. Visit our job board today.

 

Share
Retention Strategies to Help Your Call Center and Employees Thrive Despite "The Great Resignation"

Retention Strategies to Help Your Call Center and Employees Thrive Despite “The Great Resignation”

Millions of employees have been quitting their jobs during the coronavirus pandemic. Among the main reasons are not feeling valued at work, leaders not responding to employee feedback and low employee morale. As a result, a significant number of roles are remaining open. While this can be a depressing and scary thought, it is also… Read More »

Millions of employees have been quitting their jobs during the coronavirus pandemic. Among the main reasons are not feeling valued at work, leaders not responding to employee feedback and low employee morale. As a result, a significant number of roles are remaining open. While this can be a depressing and scary thought, it is also a time to set your call center apart.

 

Odds are your call center is being impacted by The Great Resignation. If so, there are ways to reduce the impact of the high turnover environment experience nationally. If employees are leaving, especially a significant number of them, then there are opportunities for improvement for your call center.  As a result, you need to determine what these opportunities are and what can be done to start improving. Start helping your call center and employees thrive with these tips!

 

Follow these guidelines to increase employee retention for your call center.

 

Develop a Strong Culture

Your company culture sets the tone for how your call center employees function. This includes how they communicate within the organization, how often they receive training, and how well they integrate their work with their lives.

 

Part of creating a culture that employees want to work in involves growth. You should be providing regular training, 360-degree feedback, and opportunities for career advancement. This encourages your employees to remain long-term.

 

Create an Employee Profile

Make a list of the qualities you are looking for in call center employees. Examples include strong communication skills, the ability to work well with others, and a good fit with company culture. These are the traits to look for when hiring. Candidates who have a significant number of these characteristics should have the most success while working at your call center.

 

Develop behavioral interview questions to uncover your targeted qualities. For instance, “Can you tell me about a time when you had to deal with a difficult customer? Include how you handled the situation and what your results were.” Observe the candidate’s answer to gain insight into how they react to stress and conflict.

 

You also should include psychology-based hiring processes to determine whether call center candidates have the traits necessary for success. For instance, you might talk about the demanding nature of the work, then use a job simulation to assess the candidate’s competency in handling a difficult situation. Or, you could ask forced-choice questions with A or B answers that require self-reflection. For instance, you may ask a candidate to share whether they A. are curious about new things or B. stay focused on the task at hand. This kind of question uncovers more honest answers than asking yes or no questions.

 

Illustrate Career Paths

Show clear opportunities for employees to develop a career path within your call center. This provides a goal for them to work toward and the steps to attain it. You can demonstrate how progress toward each goal is measured and feedback is provided to better attain it. Since career growth and self-improvement are important, your staff should welcome the ability to set and achieve their professional goals in line with your organization’s goals. The more motivated your employees are to reach the next level, the more likely they are to continue working for your call center.

 

Provide Current Technology

Effective software and proven processes are needed to help your call center employees be more productive. This includes a customer relationship management (CRM) system and the tools to communicate with other departments or management. Having the structure to perform their work helps your staff perform to the best of their ability. This can lead to higher employee engagement, productivity, and retention.

 

Implement Training

Provide a regular training and development schedule for your call center staff. This may include on-the-job training, reenactments, multimedia content, team building activities, or activities during company events. Increasing your employees’ knowledge and skills helps them provide more effective customer service. They can better absorb the information and apply it to their day-to-day activities.

 

Ongoing training also promotes personal and professional development. This leads to greater job satisfaction and career fulfillment. Happy staff members tend to remain with the organization long-term.

 

Reward Employee Behavior

Give positive reinforcement for the staff behaviors you would like to see more of. You may reward good behavior with gift cards, bonuses, days off, shorter work hours, food, or assignment to the shift of the employee’s choice. This increases employee morale and promotes a positive workplace.

 

Conduct Exit Interviews

Meet with the employees who leave your call center to talk about their experiences working there. Find out what they liked and disliked and specific ways things could be improved. Ask questions to uncover greater insight into the employee experience. Use your findings to make improvements when possible. The more satisfied your staff members are, the more likely they are to stay with your organization.

 

Looking to Hire Call Center Employees?

Salem Solutions has vetted candidates ready to begin working for you. Get in touch with us today.

Share