5 Major Tips to Increase Employee Engagement in a Call Centre Industry

Published on: 16 February 2016 Last Updated on: 16 June 2021

Call Centre Industries are generally considered to be the front lines of customer service, serving as a brand expert and customer trusted the human connection to a company all at once. And keeping your employees engaged at work could sometimes turn out to be a difficult task, but it does not have to be.

Chief Human Resource Officer at Paycor Karen Crone defines employee engagement as an engagement to which your employees: Stay with the organization for a longer period of time, talking positively about the company, and last but not least offering a discretionary effort.

5 Major Tips to Increase Employee Engagement in a Call Centre Industry

When employees are engaged they then turn out to become advocates for your company. Time and time again research has proven that happy and engaged employees generally turn out to work harder and work much better. Given here the 5 major tips that would help you to increase employee engagement in a call center industry.

1. Giving the employees the right tool for success with a proper training:

In order to deliver the best results, call center industry agents should here be giving the latest technology for excellent omnichannel customer service, receiving proper training that is required to master the tools. Using a contact center software solution with advanced features would here ensure you quicker, and a much more efficient service helping the agents feel prepared for their next interaction.

2. Communicating with clients:

When there is clear communication between the associate work and business strategy, then a line of sight is created that gives an employee a reason to come and work adding in their best efforts. By being open and acknowledging the dedication of all your employees you make their work much more full filling.

3. Asking for their feedback:

Due to the daily interactions and communication with all your clients and customers, the agents could now provide knowledge on the customer’s behavior and their ideas for one of the best practices during service interactions.

The feedback gained from all your clients and customers helps in improving the customer experiences through surveys, enhancing the call receipts, improving the training methods, and the last but not the least modifying or bringing out new products and services. Providing feedback through official surveys and staff meetings the agents begin to feel that they are a part of your team and to the success of a brand.

4. Personalize Development:

The workforce of a specific organization especially with an addition to the millennials is focussing on how the job experiences could here improve the skill set of the employees and the future of their business organization.

One of the best ways that you could foster the personal development of the workplace would here include creating affinity groups, using subject matter experts within your company as teachers, having employees talking about their strengths and weaknesses.

5. Developing great managers:

Having great managers is really important as the above-mentioned tips depend on having managers who have invested in their associates. Having your managers informed and engaged would make their job of encouraging the employee’s engagement becoming much easier.

Through employee engagement, organizations could here boost up their employee’s motivation, building confidence in the work that they are doing, ultimately leading them to promote exceptional customer service for long-term loyalty.

Abdul Aziz Mondol

Abdul Aziz Mondol is a professional blogger who is having a colossal interest in writing blogs and other jones of calligraphies. In terms of his professional commitments, he loves to share content related to business, finance, technology, and the gaming niche.

View all posts

The Need for Speed-to-Lead in Sales

Salespeople can be awfully laissez-faire about when (and if) they contact leads, which is baffling given that the job is so centered on conversion. Many reps take a full three days to follow up on a new lead, giving the competition ample time to swoop in and make that all-important first touch. Sales are the lifeblood of any business organization. no matter the shape, size, or scale of your business, you need to work towards generating sales. However, for most businesses investing in training sales professionals can be a hectic process. A better alternative can be found by working with platforms and experts that work on commission only sales. This simply means that you pay the salesperson only when they are able to successfully execute sales and close deals on behalf of your organization. In a modern online world, prospects can rifle between competitors’ pages, compare offers, fill out multiple forms and survey even the most saturated markets in mere minutes – it, therefore, becomes incumbent on you as a diligent salesperson to vie for top-of-mind awareness. The best way to do that is to boost your speed to lead. Speed-to-lead, put simply, is the time it takes you to contact a new lead entering your system. It’s something you should be mindful of when considering how to improve your outreach efforts as the rapidity with which you contact a lead has been shown, across multiple studies (more on those in a moment), to have a profound effect on engagement success. Speed-to-Lead, by the Numbers: According to a study undertaken in partnership between the Telfer School of Management and a leading sales engagement company, engaging the lead within the first hour is seven times more effective compared to waiting 24 hours. The Harvard Business Review conducted the same study, and they found the exact same thing. Quick, But Not Too Quick: That same Telfer study comes with a caveat, though: you can’t pick up the phone within seconds and hope for the same engagement success. The sweet spot seemed to be between ten and 60 minutes of the prospect of becoming a new lead. The reason for this ten-to-60 minute delay could be because an instantaneous response seems automated and pushy, but, of course, it’s impossible to tell. You may like also: Avoiding Sales And Operations Planning Mistakes Automate for Speed-to-Lead: The best way to ensure that you make the first touch – and all subsequent touches – at the right time is with automated queue-based lead routing software. It’s a mouthful, for sure, but it’s essentially software that automates the prioritization of your sales reps’ leads to make sure that new leads are routed to the front of the call queue. The software then automates their call cadence to ensure consistent speed-to-lead and thorough follow-up. The Psychology of Speed-to-Lead: What is it about the speed that conveys value? From the prospect’s perspective, your speed might indicate a willingness to please, a certain eagerness they know will be valuable when it comes time for them to express their needs and pain points. Alternately, it might simply be the fact that you were there first. As mentioned briefly above, top-of-mind awareness is an important principle in engaging a lead, and being the first to contact gives you a significant advantage. Not only over other competitors but over short attention spans (everyone has them occasionally). Speed-to-lead is an important consideration for any sales organization looking to improve sales engagement and conversion. Automating rep workflow to contact new leads 10-60 minutes after they express an interest should have a profound effect on engagement success. Read Also: This Is Why Social Media Is Essential In The B2B Sales Process 7 Ways Technology Can Help In Customer Management And Sales Why An Automated Sales CRM Platform Is What Your Business Needs To Take Off

How to Use Personalization Tags in Klaviyo Email Templates for Higher Click Rates

Email marketing is a field, truely competitive in nature. It seizes the interest of subscribers along with encouraging them to get up close and personal with your content. Let me tell you an effective way of achieving this- personalization. Klaviyo has recently gained momentum for being the leading email marketing platform. Not only does it provide robust tools that give life to your boring email templates, but it also uses tags. Some of these tags use the dynamic insertion of individual subscriber data. In this comprehensive guide, we are going to dive into multiple ways of using personalization tags in Klaviyo email templates. Stick to us till the end if you want to comprehend the basics of personalization tags. Get a detailed idea about how to implement advanced techniques and various other useful strategies. Let’s get started, then! Understand the Basics of Personalization Tags In general terms, personalization tags refer to placeholders in an email template that get replaced with some specific information related to your subscriber list. These tags usually include the subscriber’s name, recent purchase, and even the location. For instance, rather than beginning the email with a typical “Dear Customer” statement, use tags like “Dear [First Name]," which makes the email look more personal. Klaviyo uses personalization tags that are super easy to use. You can either insert them directly into your templates or in other email drafts. For example, typing “{{ first_name }}” in your template will automatically replace it with the subscriber’s first name when the email is sent. The change might look small, but it makes an enormous difference in the emails you receive, giving the impression of a more customized email. The correct use of these tags assists in building a positive connection with your audience. If subscribers see their personal name or details, they are more likely to open the email and even click on links. Now, this is exactly why personalized emails are much more popular than custom emails. All in all, understanding and using personalization tags is the initial step in making your Klaviyo emails more engaging and effective. With basic tags like the subscriber's name or location, you can start to see an improvement in your email open and click rates. This sets the foundation for more advanced personalization strategies. Personalize Subject Lines for Better Open Rates Subject lines are initial elements a subscribers see, so making them personal can greatly increase your open rates. In Klaviyo, you can use personalization tags to include the subscriber's name or other relevant information in the subject line. For instance, you can use "Hey {{ first_name }}, See What's New Just for You” instead of a common subject like "Check Out Our New Products.” Such an approach gives your email a more personal touch, and people are likely to open it. When people see their name in the subject line, they are more likely to open the email because it feels like it was written specifically for them. And that’s not all! There is a plethora of data that makes your subject line more engaging. All it takes it to look for all those data. For example, you can take subscriber’s location into account and pitch them with a more personalized email. Another example could be using recent activity data. In case the subscriber recently viewed some product on your website, you can create a subject line like "Still Interested in {{ product_name }}? Get It Before It's Gone, {{ first_name }}!" Amazing, right? This not only personalizes the email but also reminds them of something they are interested in, increasing the chances they will click through. By using personalization tags in your subject lines, you make your emails more appealing and increase the likelihood that subscribers will open them, setting the stage for higher engagement and click rates. Tailor Email Content to Individual Preferences After you grab the attention of your subscribers, it’s time to give it a much custom touch. Now, the next big thing is to make the content list of your email more engaging. Klaviyo lets you use personalization tags within the email body to create a more customized experience for each recipient. The third instance is to begin your email with a friendly greeting like, "Hi {{ first_name }}, we noticed you enjoyed browsing our selection of {{ category }} products!" This approach makes the reader feel acknowledged and valued. Using personalization tags effectively is important as it helps subscribers make an informed decision about further purchases. For instance, "Since you loved {{ previous_product }}, we think you'll also like these new arrivals." This not only personalizes the email but also showcases products that the subscriber is more likely to be interested in, increasing the chances they will click on the links. Make extra effort to customize special offers and discounts. For example, "As a thank you for being a loyal customer, {{ first_name }}, here's a special 10% off on your next purchase of {{ favorite_category }} items!" This type of customization makes the offer feel exclusive and tailored to the subscriber's preferences, encouraging them to take advantage of the deal. Customizing your email content to align with the preferences and actions of individual subscribers can cultivate a more captivating and pertinent experience, resulting in elevated click rates and enhanced overall email efficacy. Use Behavioral Data for Triggered Emails Employing behavioral data to deploy triggered emails represents a potent strategy for amplifying click rates. Klaviyo simplifies the process of setting up these emails; all you have to do is use its user-friendly interface and other features. With Klaviyo's email templates tailored for such triggers, businesses can effortlessly configure automated emails triggered by specific subscriber actions, like browsing a product page, adding items to their cart, or completing a purchase. Such automation ensures timely and personalized communication, thus leading to greater engagement and driving higher click rates. For example, if a subscriber explores a product page without completing a purchase, you can send a follow-up email containing a personalized message such as: "Hi {{ first_name }}, we noticed you were checking out our {{ product_name }}. Here’s a special discount just for you!" Including a discount code or highlighting product features can entice them to return and complete the purchase. Another scenario involves leveraging cart abandonment emails. In case a subscriber adds items to their cart but doesn't finalize the purchase, you can send a customized email prompting them to complete their order. Take, for example, a message that can send a reminder email: "Hi {{ first_name }}, you left something in your cart! Don't miss out on {{ product_name }}." Including images of the abandoned products and a direct link to the cart makes it easy for them to pick up where they left off. Post-purchase emails are also effective. After a purchase, you can send a thank you email with product recommendations: "Thanks for your order, {{ first_name }}! Based on your recent purchase, you might also like these items." This keeps your brand top-of-mind and encourages further shopping. Utilizing behavioral data to deliver these precise and well-timed emails contributes to a heightened level of personalization, thereby increasing the likelihood of subscriber engagement with your content. Conclusion: Enhance Your Email Campaigns with Personalization Tags In conclusion, personalization tags in Klaviyo email templates are a game-changer for boosting click rates and overall engagement with your audience. By harnessing the potential of personalization, you can establish deeper connections with your subscribers and boost the probability of them engaging with your emails. Just envision receiving an email that greets you by your first name, suggests products aligned with your past browsing, and presents exclusive discounts tailored to your preferences. This exemplifies the impact of personalization tags in practice. With Klaviyo, you have the tools to implement personalization tags seamlessly into your email campaigns. Whether it’s using demographic data, past purchase behavior, or engagement history, there are countless ways to tailor your messages to each individual subscriber. Leveraging the goodness of personalization tags in your email template helps you send targeted and relevant content. It resonates with your audience on a deeper level. This not only leads to higher click rates but also fosters stronger customer relationships and ultimately drives more conversions. So, don’t miss out on the opportunity to take your email marketing to the next level with personalization tags in Klaviyo. Explore various strategies, analyze outcomes, and consistently refine your campaigns to enhance their impact. By adopting the appropriate methods, you'll witness a significant increase in click rates and witness your business flourish. Read Also: How to Integrate Email Marketing With SEO? Your Ultimate Guide To Creating SMS Marketing Campaigns Getting The Most Out Of Your Email Campaigns By Getting The Audit Right!

8 Powerful Reasons You Need To Use Video Marketing

In 2021, we recently carried out a study that would help us to determine how important video marketing is going to be. Once we carried it out, the results were totally clear to us. More than 63% of all businesses have agreed that they use video marketing, and at least 82% of them believe it helped them. That clearly tells you whether video marketing is now an essential resource for businesses or not. Video has quickly turned out to be one of the most popular forms of content in the market. 83% of all businesses have agreed that video marketing offers them a better ROI. Video marketing is a staple skill these days, and undoubtedly you can benefit from it. If you are running a business, then it can be one of the keys to success in the long run. Before you start to plan a video marketing campaign, here are the 8 powerful reasons you should use it. 1. Boosts Conversions and Sales Videos can help you earn a serious amount of money. When you are adding a video to your business landing page, it can increase the conversion by 80%. Videos have the unique ability to lead to sales generation and improve the overall traffic to your website. Videos contribute to better sales and convert the incoming traffic into potential customers. We have seen that 74% of all the users who watch an explainer video on a landing page are more likely to purchase the business. So, when you have a video on your website, people are more likely to shop from your inventory. That directly impacts your sales and revenue. 2. Video Delivers Great ROI Whenever you plan to spend some money on a marketing campaign, you would expect a decent ROI on your spending, right? In terms of getting the best ROI, video marketing is the best as more than 83% of all marketers have agreed that they receive far better ROI from it. Even though it is not a cakewalk to create videos and edit them for the best results, it definitely can pay off your hard work with better outcomes. One of the best things about video marketing is that you don't need to create the best-looking videos using the most expensive stuff. But, the overall content should be engaging, and you can use a simple video maker to create it. 3. Google Loves Videos One of the top reasons why the best website in the world always pays a lot of attention to videos is because Google loves videos. Yes! Videos directly affect the number of time visitors spend on your landing page, and Google tracks that. The more time a visitor spends on your website, the higher your chances of getting a better rank. You will be surprised to know that your website has a 53 times greater chance to rank in the top-tier results on Google if you embed a video on your website. So, your online traffic can also see a massive increase. 4. Attracts Mobile Users More than 90% of all users watch videos from their mobile phones. The number of mobile phone users has grown a staggering 233% since 2013. YouTube also reports a 100% rise in the number of users watching videos from their mobile phones. So, if your business does not focus on mobile users, you are missing out on a huge opportunity to attract brand new customers. With the help of video marketing, you can easily reach out to them and find the target audience for better reach and reliable exposure. 5. Draw Attention of New Audience If your business can't attract new customers over time, it becomes very difficult to sustain in this competitive world. So, video marketing can help you out in this matter. Professional, explainer and informative videos help attract new people to your business over time. They can also target the right people with the help of audience tracking and reach out to more people via advertising. The more audience you are able to attract to your business, the better it is for your growth. Video marketing also significantly impacts social media platforms where you can find a huge opportunity to attract a new audience. 6. Helps You build trust Trust is one of the pillars of success when you are running a business. If your customers don't trust your brand, then it won't be long before you have to shut shop. When you build a good and positive relationship with your customers, they turn loyal to your business. That is why you can retain them for a longer period of time. Video content can help you in this endeavor. They allow you to bring forward a story and intrigue the people in a more effective manner when compared to other means of content like texts or pictures. Videos help to establish deeper feelings and connections towards your brand over time. 7. Helps You Explain Easily Being able to explain a new service or product can be one of the reasons why a business turns out to be successful. If your audience is not sure of what you are trying to say, you won't be able to generate more sales and revenues. Videos help you make your audience understand clearly about your products and services. You will be able to explain complex concepts with greater ease and make them understand how you can help them in a positive light. You can even use animated videos for your cause and generate a better response from your target audience. If a person can understand how a product will help them, they will show more interest in it. 8. People Share Videos Easily Videos become viral very fast. Be it a story or a live video, people share them with their friends or on different platforms more than any image. Thus, your video reaches people faster than you actually think! The Bottom Line So, these are the top reasons why a business needs video marketing in 2021. Make sure to go through all the points and find out exactly how video marketing can influence a business. If you can implement video marketing the right way, it will surely help your business achieve more success in the coming days. Read Also: The 7 Most Common Email Marketing Mistakes Which Network Has The Longest Life For A Piece Of Content? How To Plan A Promotional Event For Your Business? – Steps & Key To Success

5 Major Tips to Increase Employee Engagement in a Call Centre Industry

5 Major Tips to Increase Employee Engagement in a Call Centre Industry