Why Your Business Needs Call Center Tracking

Published on: 22 May 2018 Last Updated on: 26 July 2023

Customer service is the cornerstone of your business’s success. It’s also the key to keeping the customers you already have.

In fact, companies with a thought-out customer service approach enjoy a 92% retention rate.

If the bulk of your customer service efforts is in the hands of a call center, it’s important you make this operation as efficient as possible. To do this, you need detailed information about what’s going on behind the scenes.

Utilizing call center tracking is the best way to get this data. Implementing call center tracking software will help show you where improvements need to be made. The result is a better customer experience.

Monitoring your call center can help your business in a number of ways. Read on to learn more!

1. Understand Your Revenue and ROI:

Knowing what products and services are driving revenue is important for any business. It allows you to make decisions about future products and improve ones that aren’t doing so well.

By tracking your call center, you know what customers are more excited about and what they find troublesome about your products. You’ll be able to see the source of each call to get a better grasp on exactly where most of your profit is coming from.

This data will also help you understand what your return on investment is for the marketing campaigns you’re creating for each product. Where your calls are coming from clues you into which advertising channels are working.

Tracking call center metrics makes all this very easy. Detailed reports from your tracking software will lay all this out in an easy-to-read manner.

2. Measure Adherence to Scheduling:

A huge benefit of tracking your call center is a better understanding of the KPI (key performance indicator) of your customer service reps. This information will help you streamline your call center scheduling.

You may be asking yourself how this works. Well, you can monitor inbound and outbound calls, the average length of calls, and the location of inbound callers. All this helps you improve in-house scheduling and reduce the chance of calls going unattended.

You’ll also be able to measure the productivity of each rep. You’ll then know if your call center isn’t robust enough and if certain employees are causing bottlenecks.

All this information helps call center managers create a more well-oiled, effective operation. It also greatly helps with optimal shift scheduling so customers are more efficiently serviced.

3. Refine Marketing Strategies:

Detailed call monitoring provides invaluable information about your customers you wouldn’t otherwise have access to.

Such information includes customer loyalty, purchasing trends, and who your potential customers are. Think of call center tracking as a way of becoming more familiar with your target audience.

All this information allows you to make changes and strategize future marketing efforts. It can also give you some insight into which strategies you should do away with.

Your marketing team can use this information to focus their efforts on the right channels. They’ll also be able to better understand the strengths of your products and services and emphasize them in advertising campaigns.

All this will have a positive effect on your overall revenue and help maximize your ROI.

4. Recording and Routing Calls:

Call center tracking software provides the capability to record calls between your reps and customers. This feature can help in a number of ways.

First, you’ll be able to get a firsthand account of what problems customers are having with your products and services. You’ll also be able to tell which products consumers like the best and what elements of your product are the most desirable. This data will allow you to refine your product and make more informed decisions on future designs.

Recording calls will also help you determine which employees need further training and which have the potential for promotion.

Tracking software will also help in figuring out kinks in your routing procedures. This is important, as misrouted customer service calls can lead to a loss of existing customers.

5. Improve Your Quality of Service:

One of the biggest benefits of tracking calls is the effect it can have on the quality of customer service you’re providing. You’ll be able to pinpoint exactly where setbacks occur in your current operation and remediate them.

Find out how easy it is for callers to reach a solution to their problems. If the process is difficult, you’ll need to take means to streamline it.

You can also see what the average wait time is for callers. If you notice customers abandoning the call because of long delays, you know you have a problem. This is where you can use caller id reputation to filter out the callers whom you must prioritize to make the most out of the conversion.

Are you seeing missed calls or routing issues? You may need to beef up your staff or reposition certain employees. You may even find that a virtual receptionist service would benefit your operation.

Whatever solution is right for you, call tracking services can expose areas that need improvement.

6. Cut Down on Employee Turnover:

A high turnover rate causes a loss of time and money.

When you track your call center, you’re able to fully understand the skill level of each employee and the overall morale of your department. You can then make changes to your training protocol.

It also provides an opportunity to appropriately place employees in roles more suited to their strengths. All of this makes for a much healthier work environment. It also creates a more rewarding experience for each employee.

These things are key to keeping your turnover rates low.

Boost Your Customer Service with Call Center Tracking:

Knowing what’s working and what’s not is the first step in creating the best possible customer experience for your business. Implementing call center tracking can allow you to undercover information about your operation so you can make educated improvements.

Call tracking software has come a long way and now offers many features that can help you streamline your customer service process. Look into implementing it for your call center and let your customer experience evolve.

For more articles that will expand your knowledge in the business world, check out our blog.

Read Also:

Top 4 Creative Team Building Ideas For A Call Center Industry This 2016

Content Rally

Content Rally wrapped around an online publication where you can publish your own intellectuals. It is a publishing platform designed to make great stories by content creators. This is your era, your place to be online. So come forward share your views, thoughts and ideas via Content Rally.

View all posts

Why In-Company Training Results in Better Employees

The world of today is continuously changing. Each new day brings new challenges and new problems. But, it also comes with unique learning opportunities. Just like the trials of modern business never stop; the same goes for education. The need for constant growth never stems, regardless of where you and your team are. If you are working apart, you can find an all-in-one training platform that can help you stay on top of your game. No matter how skilled and educated your employees are, it’s certain that they can benefit from additional in-company training. Here are some of the benefits that training can bring to you and your employees. Improved performance Let’s start with the essential thing - training brings improved performance and workers’ motivation. According to research, trained employees possess more knowledge and expertise than others. In return, this boosts their job performance and general efficiency of the workplace. They become more efficient and confident, which saves you valuable resources in the long run. Boost job satisfaction As stated above, the workplace of today continually comes with new challenges. And, if the workers aren’t able to adequately respond to those challenges, their morale drops. Also, low morale brings low job satisfaction, which brings confidence even further down, and the whole process becomes a self-sustaining vicious circle. Here’s research that proves that training sharpens employees’ hard skills, which improves their morale and job satisfaction. Training prepares employees for more significant responsibilities Training programs can also help prepare employees who are moving into higher roles and taking on more responsibilities in an organization. These programs will help them learn the skills that are needed to function effectively in their new positions. For instance, they may be trained in leadership skills or specific software they will use in their new role. Training saves you money Studies on workforce flow show that it almost takes, on average, roughly eight months for any new hire to reach their full productivity after selecting a new job. During this time, they will not be at the peak of their game, without a solid training program that can fill any knowledge and learning gaps that could be keeping an employee on backfoot. By ensuring that all new employees should have a solid understanding of needed skills and practices sooner rather than later, with the help of proper training you can save a plentiful chunk of money. Less need for supervision If the employees get actual scientific training, the responsibility of guidance is lessened also. Training does not eliminate the need for control, but it reduces the need for detailed and constant care. In turn, this means that the workers become more relaxed and less stressed, which once again means improved productivity and higher worker satisfaction. Training means fewer accidents Like with the previous point, it’s worth remembering that errors are likely to occur if the employees lack the knowledge and skills required to do a particular job. The plentiful trained an employee is, the less are the chances of doing disasters in the job, and the more proficient the employee becomes. With fewer setbacks and errors, the entire workplace becomes more comfortable, and that is one more way the overall confidence improves. It shows employees they are valued Performing training programs in the workplace will help the employees to feel like the company is investing in them. By teaching your employees new skills and techniques, they will become better workers and feel like more fruitful members. This will develop their moral value as well as their workplace capabilities. Training is also directly bound to an employee’s commitment levels. Without signs that you consider their development, some individuals no longer feel connected to their responsibility, either cognitively or emotionally, meaning that most will give the bare-minimum work effort. Quality training directly checks this influence. Training makes it easier to spot valuable workers When an organization requires a brand new set of skills, it tends to face great employment difficulties. Training can be used in locating out the most promising employees in the workforce. It can also help with eliminating the defects in the selection method. It is always a better way to pick and train the employees from within the company rather than seek skilled employees from external sources. Training strengthens adherence to the same standards across the board Every field has its peculiarities and requirements. Most of the time, new hires are not aware of the functioning of the organization. A significant benefit of training employees is that it boosts their attachment with the organization’s quality standards. Simultaneously, it equally strengthens the old workforce’s functioning and abilities, keeping them up to date with potential changes and improvements. It will improve your company’s reputation Research from Gallup notes that sixty-six percent of workers are not satisfied with the level of engagement their workplace provides them. But, if you pay attention to developing your workforce’s skills, expertise, and job satisfaction, people will spread the word. Thus, more competent people will join you. They will enjoy working in an organization where they can learn as well as utilize their abilities to maximize the productivity of the company. Employee training creates opportunities for internal promotions The advantages of training and development for an organization are varied. One of the significant beneficial sides of training is for employers to help and fill internal promotion positions. This is a feasible coast beneficial solution, as well, since hiring new talent is an expensive operation. Plus, your present employees are well informed about the organization's operations and work culture, so they can start working instantly. Conclusion As you have seen, quality training can have a direct positive impact on your bottom line. When your employees are more engaged and productive, profitability will also naturally grow, and by improving recollection rates through training, your company can keep valuable employees by its side. The general conclusion is that each of the benefits of train your employees won’t just only to improve your daily work advancements and put workers in a better situation to succeed; they will be responsible to set profitable outcomes for the newcomers. Training modules provide the benefit of developing a framework for regular work on employees’ strengths and ensure progress and profits. Read Also: What Are the Ways to Prepare a New Employee? How to Create an Effective Company Training Program Possible Reasons Why Your Employees Aren’t Too Productive and What to Do About It

How To Plan A Promotional Event For Your Business? – Steps & Key To Success

A promotional event plays an important role in the success of your business. Planning this type of event may be challenging but if you know how to do it right, you and your organization can achieve huge benefits in the end. To learn more about how to plan a promotional event for your business, please scroll down to find out the answer. What Is a Promotional Event & Its Importance? A promotional event is a popular occasion created for organizations looking to promote their particular products, advertise new products, or promote their whole company. By launching this event, you can draw customers' attraction about your business and reach your target audience. More than just attracting people, a well-promoted event's chief purpose is to increase public awareness of the business. In addition, it also informs customers about your organization, products, prices, services and persuades them to buy the products of your company. Planning Promotional Event With 5 Steps Step 1 First and foremost, you need to define your goal and identify the target audience of your event. This is the most important factor because your promotional event tactics will depend mainly on your customers and the goals that you want to achieve. The chief target might be increasing total revenue for your e-commerce marketplace or generating media coverage on your newly launched products which are about to be unveiled. However, having a defined goal enables you to build a strong, effective promotional event schedule and bring the right audience to your business. Step 2 Choosing the proper type of promotional event is the next significant step in your process. There are several ideas of promotional events for your intention to gather new customers, raise people's awareness of your brand, express the brand's gratitude to current clients, etc. This post will show you the three most typical types of promotional events that you may find helpful to your organization. The first one is fundraising events, created to support an organization's mission, especially nonprofit companies. These companies will raise funds via selling products or services activities. Your organization can hold this type of event by hosting a gala, online or offline auctions, or musical performance. Next, you can also opt for those promotional events like giving the public free food and custom bottled water. Who doesn't love free stuff? No one. The crucial aims of these events are to spread people's awareness about a particular product, service or advertise the image, trademark of your brand to your target audience. Giving the crowd a free trial is a great way to give them a good impression of your brand. The final type which we want to mention today goes to the award ceremony. The prize might be given to "the most loyal customer" or the one who has a winning ticket. This type of promotional event shows your brand's gratitude to loyal customers. And that will help you gain more target audience and make them want to stay longer with your brand. Step 3 To keep track of all activities of your promotional event, a schedule with strict deadlines needs to be included. Because the bigger the event is, the more things your team needs to put on the calendar. Having deadlines in your team's plan would make your job less sophisticated and give you appropriate time to change the plan if something occurs unexpectedly. Step 4 Since organizing a promotional event is not easy, you can share the load to distribute the promotional efforts to other stakeholders. Here are some tips for you. Reach out to sponsors might be the best way to bring a helping hand to your business. Sponsors could easily help your brand access your target audience and re-enhance your promotional event's key message on social media websites. They can also expand your company's budget if your brand allows them to also display their products in your event. You can consider another common way which is influencer marketing. If you can connect with influencers whose audiences are similar to your target customers, don't hesitate to discuss this partnership marketing opportunity with them. Leveraging their influence in the industry is also a great way for your event to get closer to success. Step 5 After having done all things above, following up with your event attendees is the last important step to decide the success of your event. You might want your attendees to remember your brand's message and come back to buy your products in the future. Thus, send them emails, give them some small gifts, marketing flyers, or whatever you can to make sure that they will remember your brand after the promotional events. If they come back and choose your brand as a reputable solution, you can tell that your promotional event is successful. Tips For Promoting Your Event Effectively On Social Media Using social media platforms wisely and suitable for your products/services. Paid for advertisements on Facebook, Youtube, Instagram, etc. Host a giveaway to pump up your brand awareness and help convert your followers to attendees. Using your promotional event's hashtag everywhere and every time you have the chance. Conclusion Promotional events are amazing in helping you gain more customers and spreading your brand's key message to the community. We hope that our topic of "How to plan a promotional event for your business" today could give you the answer that you're looking for. Good luck and see you next time! Read Also: What Type Of Inflatables Should You Opt For At Your Business Event Choosing the best Photographer for your Event

6 Shameless Examples of Product Placement in Movies We’d Like to Forget

Imagine you're on the edge of your seat in the middle of an action-packed, spellbinding movie. After a few climactic scenes, the main character makes a frantic phone call. He then cracks open a can of soda. Nothing about this scene seems out of the ordinary. The character is simply quenching his thirst after a big police chase or a kung fu brawl. That is until some familiar brand of soda appears on the can in a big, bold, unapologetic font. Talk about a plot twist. But product placement in movies is nothing new. Old school marketing techniques show how far companies will go to advertise. They'll even go as far to pay directors and producers to feature them in films. There have been great instances of advertising that worked well in films. But there have been plenty of others that were so shameless and unnatural, we wish we could forget them. Here are 6 of the silliest, most cringe-worthy moments of advertising in movies. 1. Starbucks (You've Got Mail): 'You've Got Mail' may be the first film to portray online romance. Given that it takes place in 1998, AOL was practically its own character in the film. Without it, Tom Hanks and Meg Ryan's characters would have never "met" and fallen in love. But AOL wasn't the only company to get prime ad space in 'You've Got Mail.' At the beginning of the film, Tom Hanks quips about the obscurity of Starbucks. His character's snarky commentary doesn't serve much to the plot. But it does help to give the audience somewhat of an introduction to his character. All while appealing to pretentious coffee drinkers like his character in the process. 2. Designer Brands (Sex and the City): Curious which movies with the most product placement made our list? It shouldn't come as a surprise that the 'Sex and the City' film featured dozens of fashion labels. After all, fashion was a constant theme throughout the hit TV series. The series has long appealed to women in the 20-30 age bracket. So, when it went to the big screen, tons of the biggest fashion labels came calling. You better believe Louis Vuitton and Chanel made a handful of cameos throughout the film. But some other products made the cut, too. Nike, U-Haul, Apple, and Marie Claire are just a few of many brand name drops in 'SATC'. Producers and creator Darren Starr were clearly not ashamed. 3. Reese's Pieces (E.T the Extra-Terrestrial): Not all instances of product placement in movies are bad. Certain films have done it so subtly we hardly pick up on the smell of advertising. Steven Spielberg's 'E.T the Extra-Terrestrial' is undeniably one of those movies. Who could forget when Elliot entices E.T by scattering Reese's Pieces around the woods and back to his house? Hershey's certainly cashed in when E.T became a box office hit. But this was back in 1982. So, can product placement still hold merit today as an advertising technique? The technique may actually be more effective than ever before. You can discover more about the different ways this technique continues to work. 4. Popeyes Chicken (Little Nicky): Whereas E.T is a good example of subtle product placement, Adam Sandler's 'Little Nicky' is not. It's one of several Happy Madison comedies that wasn't well-received by critics. But it gained a cult following for its ridiculousness and quotability nonetheless. In one scene, Adam Sandler, who plays the kindhearted son of Satan, learns how to eat with the help of a talking dog. What does he learn to eat with? Popeyes fried chicken. And the large takeout box of it sits in the center of the shot. Even a big K-mart bag makes a small cameo, as well. The scene concludes with Nicky proclaiming how awesome Popeyes chicken is. Not subtle in the least, but the scene is something fans continue to quote to this day. 5. "I Will Not Bow to Any Sponsor" (Wayne's World): Is it any less shameful when a movie calls itself out on its attempts to advertise? Few films are able to make fun of themselves about their blatant attempts to advertise. But the first 'Wayne's World' film provided a plot where it was possible to do so. Wayne and Garth sell their public access show to a big-time TV producer. In the build-up to the climax, the producer confronts Wayne and Garth about their contract. They agreed to air an interview with the show's new sponsor, but Wayne insists otherwise. What follows is a satirical scene of obvious advertisements all surrounding Wayne's opposition. While opening up a box of Pizza Hut, Wayne proclaims, "I will not bow to any sponsor." Wayne goes on to explain that he doesn't believe in "selling out" while holding a bag of Doritos and drinking a Pepsi. Garth also gives his two cents on the idea of selling out while clad in Reebok gear from head to toe. 6. Heineken (James Bond Franchise): The character James Bond has always had an affinity for dry martinis. This trait has inspired fans of the franchise to become martini drinkers for decades. But over the years, James Bond has dabbled in other commercial alcoholic drinks. In 1997, the famous film franchise partnered up with the Dutch beer company, Heineken. Heineken has advertised the James Bond films since 1997's 'Tomorrow Never Knows.' The ads have always been over the top, contributing to the promotional side of the Bond franchise. But Bond himself never drank the Dutch beer until 2012's 'Skyfall.' In one scene, while James Bond is in bed cuddled up with his latest love interest, he drinks a Heineken. For any fan who has ever wished to be like James Bond, this scene is definitely inspirational. At least that's the kind of association Heineken had intended to portray. The Power of Product Placement in Movies: If you've ever watched a movie and noticed an advertisement, you may have reacted one of a couple of ways. You may have hardly noticed or didn't care all too much. You could've felt preyed upon as a consumer or felt the ad ruined the experience. Or, you may have thought to yourself, "Wow. That was actually a great instance of advertising." Product placement in movies allows companies to reach a worldwide audience. Depending on how big the film is, these audiences can reach into the millions. When characters we love use certain products, we're more inclined to buy them. But there are other lots of other innovative and clever ways to advertise in movies - and beyond. If you're in need of some inspiration, check out more advertising news and ideas. Read Also: Online Marketing: Selling Your Product And Services Important Things To Consider When Packaging Your Product