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.

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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.

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10 Tips to Design the Perfect Business Card

Handing out business cards is a good way to promote your brand and foster personal connections. But, the creation of perfect and memorable cards clearly remains a challenge. Research shows: 88%—or 9 out of 10—of distributed business cards will be thrown out within one week. How to Design the Perfect Business Card So, what makes these tangible objects impressive? A lovely design. The perfect business card doesn’t only present your contact information. It also communicates your brand’s professionalism. So, if you’re interested in making a positive impression, consider the business card design tips below. 1. Adhere to the Principles of Good Design The perfect business card is a visual representation of your brand. It’s a determining factor in whether people trash your card. And, the following elements of good design are important in capturing people’s attention: Alignment and length Color scheme Content hierarchy Typography Kern Layout Tracking White Space 2. Avoid Complexity in Design When designing the perfect business card, you should aim for simplicity. Simplicity in color and contrast to prevent overwhelm. Simplicity in fonts to prevent difficulty in reading. Remember, you want a prospect or customer to reach out to you for help with their needs. And, by avoiding complexity, you make it easy for them to read your contact information, call your number, and partner with you for your services. 3. Provide Key Information Above, we discussed simplicity in design. And, you can keep it simple by only presenting the information required to communicate who you are, what you do, and how to contact you. Details such as: Name Title, role, or function Business name and logo Physical address Telephone number If space allows, for social connections, you can also add virtual information. For instance, you can include: Professional e-mail address Website landing page or blog address One or two professional social media handles QR code 4. Emphasize Benefit and Value You should also take it a step further and emphasize your benefits. In other words, the perfect business card should do two things: Tell (or remind) people about what you can do for them Tell (or remind) people about the value you offer Limit your explanation to a line or two, describing your service, specialization, and value statement. 5. Consider a Nontraditional Shape Can you choose the standard 3.5x2 inch horizontal rectangle/square? Yes. But nowadays, you also have more creative options available. With die-cuts, for example, you can choose from a variety of shapes: Circle Folded Half-Circle Leaf Oval Rounded Corners Single Rounded Corner Slim Vertical 6. Improve Your Card’s Appearance Additionally, you can improve the look and feel of your business card, through imprinting. Again, you have several methods to choose from: CMYK or Four-Color Printing Embossing Debossing Foil Stamping PMS or Pantone Matching System Depending on your chosen imprint, “finishes”—such as lamination, UV, and spot coatings—can also positively enhance your card’s quality and design. 7. Invest in High-Quality Materials Presentation is an important part of designing the perfect business card. And, the quality of your chosen material impacts your brand’s impression. You have a few choices, when choosing your card’s paper, weight, and thickness: regular, plastic, textured, thick, thin. But, high-quality material is a better investment. How do we know? The National Institutes of Health’s research on haptic sensations found: physical touch can influence the impressions and thoughts formed about people and situations. 8. Ensure Branding Consistency What you shouldn’t do, when designing your business card, is display a lack of cohesion in branding. If there are style, color, and typography inconsistencies in your marketing materials, then people will notice. Remember, your brand identity helps customers and prospects recognize your business. And, when consistent, your business cards reinforce your visual elements. 9. Double-Check for Errors and Unreadable Text You want customers to take you seriously. To trust you. So, double-checking your business cards, before printing, is critical. Read, reread, and edit. Search for spelling, punctuation, grammar, layout, and omission mistakes. But, don’t stop there. Also, make sure your business card is readable by: Using at least 8 point fonts Using font colors complementary to its background 10. Beware Printing Specifications When designing the perfect business card, you must ensure optimal printing. Many printers stop at a certain point. So, it’s important to consider the following specifications: Bleed Area. You should include at least a 1/8” bleed area as it eliminates white space during printing. Safe Area. The center of the business card is the safe area, so you want all your readable text and graphics there. Ready to Design Your Card? Now, you're armed with 10 good design tips for creating the perfect business card. Use this Vistaprint coupon code to save on your next order. Will you apply them? If so, you'll have what you need to increase your brand awareness, make a memorable impression, and even attract new clients. Read also: Tips For Small Businesses To Raise Funds For Their Projects

Why OKRs Help Businesses Grow and Improve

Building a thriving business is far from easy. It will take quite a bit of work, dedication, commitment, and a little bit of luck for the best results. But did you also know that it requires the right planning, effective team members, and a relevant and actionable growth plan? It is surprising that many businesses fail to understand the importance of implementing measurable goals and growth-based plans of action that make sense for the firm. The truth is that many companies do not have clear-cut objectives and thus fail to set the right goals and then flounder their way to an eventual demise. But what if you can streamline these aspects and create a business that matters? It would be best if you still accounted for aspects that may get in the way of keeping your company healthy and robust. Indeed, over time, inefficiencies do crop up and can eat away at the company. Further, different objectives may come to the fore and lower the growth of the overall business. The critical point here is that structure matters for your business. It is what helps you to get from point A to point B. Sure, you may face difficulties along the way, but you will know that you are organized and able to overcome challenges. That is where OKRs come into the picture as they can help you grow your business in a clean, streamlined, and effective manner. You are able to measure what matters in your business and manage your team to meet those objectives regularly. See this blog to know the greater benefits of using OKRs in businesses. Here is what you need to know about why OKRs help businesses grow and improve. OKRs Address The Critical Aspect of Focus: See this blog contends that a lack of vision destroys companies. It is true that a lack of vision leads to a lack of focus. A wide variety of distractions can lead to the destruction of value and eventual deterioration. Indeed, that would mean that a significant portion of time is wasted, human capital is drained, and no real value is generated within the firm. A successful business will use OKRs to ensure several points: Projects contribute to the growth and well-being of the company One can quantify the value of the project to the company's growth objectives Projects are efficient and of high-impact See This Blog States that OKRs Are About Prioritization: The fact is that OKRs help with prioritization and alignment and are universal components in a successful business. These factors matter for large organizations and small, nimble organizations as well. The point is that OKRs are instrumental in clarifying thought, helping with strategic alignment, goal setting, and overall prioritization. It is a tool that also helps implement a framework that sets actionable and quantifiable goals that can do wonders for any business's growth. OKRs Help Optimize Operational Inputs for The Best Outputs: Your organization can turn to OKRs to take each step ferociously with critical decisiveness. Remember that each ferocious step will require clear objectives, continuous focus, accountability measures, and overall dedication. By taking advantage of OKRs, you can set measurable goals, find company alignment, and have efficient growth that surpasses your competition. Most successful companies use OKRs to instill a performance-based culture as it focuses on growth initiatives and minimizes hassles. Remember that performance metrics through OKRs call for effectiveness and efficiency, minimizing waste. What are the Three Types of OKR? When setting OKRs (Objectives and Key Results), it is important to understand the three primary types: Committed OKRs: The employees will have to achieve this. They normally come from top-level management, and there is no leeway for them. Therefore, teams should put all their energy into delivering these results. Aspirational OKRs: These OKRs are designed to stretch the organization. At first, they may even appear unattainable. They foster innovation and thinking outside of the box as they often require a real breakthrough in current performance to achieve. Learning OKRs: These are experimental goals. Their purpose is to explore new approaches or gather insights. Even if the goal isn’t achieved, the process itself provides valuable lessons. What are the Benefits of OKR? OKRs offer a number of benefits for businesses. They create focus, accountability, and alignment across the organization, but let’s take them one by one. This will clear out the benefits and help us understand the difference between them. Clarity and Focus: By using OKRs, you remove any ambiguity about what you are trying to achieve and how you will achieve it. Alignment: OKRs keep everyone focused in the same direction–for better or worse. Measurable Outcomes: With OKRs, you either hit your goal or don’t. It’s easy to objectively evaluate success and drive rejection avoidance. Transparency: OKRs are public and shared with the entire organization. Making it easier for teams to collaborate and hold each other responsible. Motivation: OKRs drive behavior. Whether it’s setting ambitious goals or hitting set targets, they create focus and drive for teams. Finally: How to Write a Good OKR Objective? It’s all about the objective. Here is a simple formula: Avoid Being Vague: Do not tolerate any vagueness in your goals. You should be aware of what exactly you want to achieve. For example, instead of “Increase sales,” you may write “Increase sales by expanding to three new markets.” Make it Ambitious Yet Achievable: The goal should be something that challenges you and pushes you to work outside your comfort zone but is still achievable. Tie it to a Measurable Outcome: Your key results and goals should have a way of being measured so you can track progress throughout the year. Read Also: Top Ways Video Marketing Will Help Your Business Grow What Is The Future Of Digital Marketing In Regards To Shaping Up Small And Large Businesses? Benefits of Pay Per Click Services to Your Business

Demystifying the Duty of a Company Secretary in Hong Kong

The Hong Kong Companies Ordinance, Chapter 622, makes it mandatory for every company to be registered in Hong Kong to have a company secretary. So important is the company secretary that indeed, your company will not be registered without one. In this post, we will look at the duties of a company secretary in a Hong Kong company. What is a Company Secretary? First, it is important to appreciate that a company secretary is completely different from common clerks who do clerical work. According to the Companies Ordinance, a company secretary is a senior officer in a company who is responsible for efficient administration, especially with respect to ensuring compliance with statutory requirements. So, you need to ensure that only the most qualified and committed person gets the job. The Main Duties of Company Secretary From the definition of a company secretary, there is no doubt that the roles he does and how he does them will greatly impact the company's success. So, let us start by understanding the duties of a company secretary. Fulfilling the Company’s Tax Obligation When opening a company in Hong Kong, it is important to understand that the administration runs a business economy because the registered enterprises serve as the primary source of revenue. Therefore, the administration takes tax matters very seriously. Your company secretary is charged with the responsibility of ensuring that the company meets all its tax obligations. Some of these obligations include: Overseeing the filing of the tax returns correctly and on time. Seeking additional approval or clarifications on tax-related matters. Registering the company with IRD (Inland Revenue Department). Keeping Statutory Books The Hong Kong Companies Ordinance also designates the company secretary as the custodian of the statutory books. This implies that the secretary should have every document that the government might need to inspect. In addition to keeping these books of account, the company secretary is also responsible for: Updating the details on statutory books. Producing and distributing company accounts and reports. Planning and Attending Company Meetings As we indicated earlier, the company secretary is involved with top-level management, and one of that roles is planning the company's meetings. This is considered an important role because it is in these meetings that actions to be taken on different areas, such as books of accounts and employment, are made. Here is a breakdown of these duties: Organize board meetings. Participate in board meetings. Prepare the agenda of the company meetings. Implement the decisions made during meetings in compliance with laws. Advise the company on compliance with the law. Other Duties of a Company Secretary While the roles we have outlined above are considered the core for a company secretary, they are not the only ones. Other administrative duties include: Communicating with shareholders, the Stock Exchange, and regulatory bodies on behalf of the company. Observing the company developments and giving advice to the board of directors. Guiding the company through the process of liquidation. If you are planning to incorporate a company in Hong Kong, the position of a company secretary is very important and should only be entrusted to a qualified and experienced person. With the best company secretary, you can rest assured that the business will make the best decisions and grow into the multinational of your dreams. Read Also: A Closer Look At The Common Types of Business Accounting Services How Portal Software Improves Communication Between Board Members 5 Places you should see if you’re visiting Hong Kong for the first time

Why Your Business Needs Call Center Tracking

1. Understand Your Revenue and ROI:

2. Measure Adherence to Scheduling:

3. Refine Marketing Strategies:

4. Recording and Routing Calls:

5. Improve Your Quality of Service:

6. Cut Down on Employee Turnover:

Boost Your Customer Service with Call Center Tracking:

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The Business Networking Benefits of Co-working Spaces

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.

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Why Your Business Needs Call Center Tracking

1. Understand Your Revenue and ROI:

2. Measure Adherence to Scheduling:

3. Refine Marketing Strategies:

4. Recording and Routing Calls:

5. Improve Your Quality of Service:

6. Cut Down on Employee Turnover:

Boost Your Customer Service with Call Center Tracking:

Share this Article

Wise Words from a Good Businessman to Help You Be One

The Business Networking Benefits of Co-working Spaces

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.

Leave a Reply

Popular

Follow Us

Recent

Related