Advanced cloud call centers are one of the most effective tools that help establishments and businesses to improve the performance of customer service, sales, and technical support departments.
The advanced call centers provided by Bevatel include professional systems, options, and features that enable you to provide better service and technical support to customers at the lowest costs.
But systems, tools, and features are not everything for improving the quality and performance of customer service unless companies and establishments follow up, train, and develop regularly.
In this article, Bevatel call center and customer service experts offer some tips that establishments and businesses must follow to develop their service and technical support and improve overall sales and profits.
10 tips to improve the performance of cloud call centers 2022
Based on our leading role in providing everything new in the world of customer service, call center, and technical support. And As per our role in helping institutions and commercial activities to develop the performance of their sales, technical support, and customer service departments, our experts provide many instructions for establishments and companies to upgrade their customer service work mechanisms, improve the performance of their employees in general and even increase profits.
We cannot go through all the tips in one article, but we will mention the most prominent ones in brief points, as follows:-
- Use a cloud call center system
- Use a CRM “Customer Relationship Management System.”
- Develop methods for obtaining information for employees
- Regularly train your employees
- Gather your customers’ feedback, as it is the measure of your success
- Keep track of your workflow through the live Panel
- Evaluate your employees’ performance through system reports
- For development and quality, listen to call recordings
- Regularly write down common issues and queries
- Set and regularly improve quality standards
(1) Use a cloud call center system
The call center system from Bevatel is the latest advanced cloud call center system in Saudi Arabia.
It is a professional system that runs without complicated installations, traditional devices, fixed lines, or complicated cables because it runs cloudly just with an internet connection.
This system allows you to track the workflow of your establishment or business’ contact center at any time and from anywhere, even you aren’t at the call center headquarters.
Your travel or being at home does not prevent you from tracking your workflow, following up on your employees’ performance regularly, directing them, listening to calls, viewing queues, and other details that this system provides you in a cloud at any time and from anywhere.
This system also allows your employees to work remotely, and thus it saves you a lot of costs necessary to set up and equip an integrated professional call center.
(2) Use a CRM customer service management system
The customer service management system enables you to implement and follow up on all sales operations done through the cloud call centers of your establishments or business.
It also enables you to manage all your e-marketing operations via social media or e-mail, with many professional features that allow you to recognize the interests of your target customers.
You can use the CRM system to provide the best technical support to customers through technical support tickets that you can utilize to write down customer problems and inquiries.
You can view the frequent customers’ problems, inquiries, and interests through the CRM system modules and the technical support tickets.
And then, this system helps you understand the target customers, develop your services, and provide better service and technical support to customers.
(3) Develop methods for obtaining information for employees
Numerous studies have shown that fixed and cloud call centers employees spend an average of 14% of their work time searching for the details and information that customers want to know.
As a business owner or a manager of technical support, customer service, or sales department, you must develop ways and mechanisms for obtaining information for your employees.
This method will reduce the time customer service staff spend searching for customer answers, thus enabling them to receive more calls, reduce call duration, reduce waiting time and increase caller satisfaction with overall customer service.
(4) Regularly train your employees
Always train your employees periodically on the latest global developments in call center and customer service. So they will be more qualified and ready to deal with different customer situations in professionally.
You can train your customer service staff regularly with the latest training and educational courses for call center, customer service, and technical support skills. Or you can utilize traditional methods such as playing a role and recreating new problems and new situations after making sure that they master ways to deal with different situations and frequent issues.
(5) Gather your customers’ feedback, as it is the measure of your success
A successful and professional company is a company that cares most about its customers, whom it considers to be its actual capital and wealth.
To maintain the success of your establishment or business and increase your sales and profits, you must always pay attention to the attitudes of your target and actual customers and always strive to keep up with your services and products.
Always collect your customers’ feedback on your products, services, customer service, and technical support so that you know the strengths and weaknesses of your organization or business.
And then, you can develop your products or services to the satisfaction of your customers and improve the performance of customer service, technical support, and sales to increase profits.
(6) Track your work flow with Live Panel
Track your workflow periodically through the Live Panel screen that enables you to view the details of ongoing calls, waiting lists and view the status of each employee, whether he has a calling, in a break, or a meeting.
The Live panel screen allows you to listen to ongoing calls and direct an employee or correct info privately and without the caller hearing that.
This panel enables you can get a general and real-time view of the performance of your cloud contact centers and then help you evaluate and develop performance in general.
(7) Evaluate the performance of your employees using system reports
The system reports help the advanced cloud call centers managers to obtain a general and detailed view of the customer service, technical support, and sales staff performance.
These reports provide you with details and statistics for the number and duration of calls made and received by each employee and the break periods number of each employee.
These reports also capture details of the results of each call and the calls missed by each employee.
These reports help you evaluate and develop the performance of employees and recognize the strengths and weaknesses of each employee and the call center in general.
(8) For development and quality, listen to call recordings
Listening to recordings of customer service, technical support, and sales calls is one of the most effective methods that establishments and businesses utilize to improve the performance of their employees.
The Bevatel Call Center cloud system allows you to activate the call recording feature and extract the recordings for the last 30 days.
Then you can listen to the calls, view the strengths and weaknesses of the customer service staff, evaluate them, and direct them for development in general.
(9) Write down common problems and inquiries regularly
The advanced cloud call centers development’ experts believe that writing down frequent problems and inquiries is one of the most effective methods to develop customer service and technical support performance in establishments and commercial activities. It will help you as a business owner or as a project manager to identify weaknesses and problems of your products or services and then work to overcome them.
This method will also help your employees recognize the information and details that customers need frequently. And then it helps them provide the best service and technical support for customers, reduce the duration of the call and receive more calls.
(10) Set quality metrics and regularly improve them
Set professional standards for the quality of performance of your customer service and technical support staff so that there are standards your employees can work through and so that you can objectively evaluate and develop their performance.
Quality metrics help you evaluate the performance of your employees with a specific framework within which they operate. And you must develop this framework regularly to obtain advanced levels of quality and even achieve the objectives of your organization or business and increase sales and profits.
In general, the development of cloud call centers must include organized plans, strategies, and ideas which help you recognize problems, weaknesses, and strengths, overcome issues and weaknesses, develop strengths. And improve performance to achieve the goals of your establishment