Call Center Operations

Cloud Computing: What It Is and How It Benefits Call Centers

May 22, 2023 • EB Call Center • Call Center Operations

Photo courtesy of metamorworks

Companies have employed various practices to increase flexibility and scalability in processing data. One practice that’s stood out is cloud computing.

As per Google, roughly two in five global tech and business leaders (41.4%) plan to increase their investment in cloud-based services because of the current economic conditions. Additionally, 33.4% of cloud leaders plan to migrate their legacy enterprise software to cloud-based tools, modernizing their operations.

According to 2020 statistics on the future of the call center industry, over 50% of call centers have long eyed a full exploration of the frontier of cloud technology. With cloud adoption rates increasing, you must understand its essence to keep your business ahead of your competitors and at the forefront of your industry.

What is Cloud Computing?

Cloud computing encompasses providing various internet-based services such as email, content streaming, data storage, and access to tools and applications. These services are categorized as platform-as-a-service (PaaS), infrastructure-as-a-service (IaaS), and software-as-a-service (SaaS).

The IaaS model involves renting IT infrastructure components like data storage, servers, and operating systems. On the other hand, the PaaS model gives you access to tools and applications primarily for software development. Finally, the SaaS model provides customers with a license to use a company’s developed software.

How Does Cloud Computing Work?

When the Internet was new, you needed to buy and maintain physical servers to host your website. These would often be large and complicated pieces of tech that could wipe your website if you don’t maintain it properly.

Eventually, large tech companies began offering servers that people could use for a fee. Below is a breakdown of how cloud computing generally works.

1. Data is uploaded to a cloud server

The cloud is useless without data. With your data in the cloud, you can conveniently access it from any internet-connected device, anytime and anywhere. Uploading your data to a cloud server ensures safety even if the physical device is compromised.

2. Data is stored on the cloud server

Contrary to what its name suggests, cloud servers don’t float above land. Instead, they’re placed in large facilities with all the features needed to keep servers operational. For instance, since servers generate a lot of heat, these facilities typically have cooling systems to manage their temperatures.

3. Data is processed in the cloud

Raw data comes in a form that people can’t understand. So, the cloud translates the user’s raw data into understandable and usable information without altering it.

4. Data is accessed from the cloud

The ability to access data from the cloud will depend on the cloud computing delivery model it uses. Public clouds are accessible to general users, while private clouds are only limited to authorized people, usually those within a certain organization.

Hybrid cloud balances both functionalities and is preferred by seven in ten (72%) businesses, according to Flexera. It’s ideal because if the private cloud becomes damaged, users can use the public cloud instead without significant workflow disruption.

5. Data is sent back to the cloud

Cloud computing doesn’t require storing data on local storage systems. Once you access data from your devices, like a laptop or smartphone, it will be securely stored in the cloud.

5 Benefits of Cloud Computing for Businesses

There are several reasons why more business leaders are shifting to the cloud. You don’t have to run a tech company to enjoy the benefits of this technology. Even as a call center business, you can experience the benefits of cloud computing.

1. Cost-savings

Companies can save roughly a fifth (20%) of their infrastructure costs with cloud computing.

Cloud providers offer a flexible pay-as-you-go pricing model based on your storage and usage needs. This approach enables easy scalability, preventing overspending and optimizing resource allocation. You can allocate saved funds toward boosting customer retention efforts.

Cloud-based systems can also help increase agent utilization rates by using an automatic call distribution system that automatically routes calls to the right agent, saving resources.

2. Loss Prevention

Ensuring that each client’s data is secure must be a top priority for call centers. However, storing data on physical devices is seldom the safest option. Criminals may steal devices or compromise them through a cyberattack.

Fortunately, cloud storage protects data from these scenarios. You can assure customers that their data is safe with you, helping to build trust and strengthen your relationship.

However, loss prevention with the cloud doesn’t focus only on data but also sales and customers. Since the cloud can provide customer information to agents faster, it could help them reduce their average handle time (AHT) or first call resolution (FCR) metrics.

3. Sustainability

Leading cloud computing providers like Google and Amazon prioritize sustainability in their services. Cloud computing helps your call center take advantage of virtual space, minimizing environmental impact. Since many customers today are actively seeking ways to reduce their ecological footprint, they’re more likely to work with businesses committed to sustainability.

Embracing cloud computing not only helps boost your operational efficiency but also enables you to forge stronger connections with your customers.

4. Flexibility

Cloud-based platforms have the advantage of being highly flexible to suit your business needs. For instance, if you receive more customer calls, you can easily scale up the cloud computing bandwidth you need from cloud providers.

Installing monitoring systems for customer data stored in the cloud offers valuable benefits. It lets you boost customer retention strategies, efficiently manage your data, and gain insights.

5. Security

Cloud providers employ robust security measures and continuous server monitoring to protect against cyber threats. They also implement authentication and verification protocols to safeguard your sensitive data from unauthorized access.

This upgraded level of security enhances your reputation as a trusted and secure option for customers, giving you a competitive advantage and increasing customer loyalty.

How Can Businesses Implement Cloud Computing?

Implementing cloud computing to your business can often be lengthy, especially when business leaders aren’t aware of the right processes. Here are some basic steps to successfully implement cloud computing in your business.

1. Identify your project

What are your business’s current problems? Are you lacking storage for customer data and call recordings? Or do you need extra protection against data breaches? Defining cloud computing’s scope in your call center business will form the basis for your subsequent actions.

For instance, if you’ve realized that you need extra space for your customer data, you’ll know to focus on cloud service providers that offer attractive digital storage options.

2. Select a platform

Various cloud computing platforms are available, each with its own features, pricing, and limitations. You can start by exploring the biggest cloud providers, such as Amazon, Microsoft, and Google, which account for about two-thirds (66%) of the cloud market.

Amazon Web Services (AWS) is the most popular and oldest among the three biggest names. Many IT professionals consider it the most reliable and secure because of its history and higher computational capacity than Microsoft Azure or Google Cloud Platform (GCP).

That said, the number of services AWS offers can overwhelm you if you aren’t familiar with cloud computing yet.

On the other hand, Microsoft Azure is specifically designed for business customers and seamlessly integrates with Microsoft’s range of services and products. Alternatively, if your business already uses Google’s suite of applications, you can consider GSP as your platform.

3. Choose a cloud computing service provider

When it comes to choosing a cloud computing service provider, there are a few important factors you should consider.

One aspect to consider is their certifications, which can vary depending on the services they offer. If you prioritize your customers’ data safety, an option is to partner with a cloud provider accredited by the Cloud Security Alliance.

You must assess the future direction of a potential cloud computing provider. During discussions, inquire about their company’s roadmap and alignment with your business goals. Engage with growth-aligned providers to stay ahead of the competition and maintain a strategic edge in the industry.

4. Understand their policies

The policies and service-level agreement (SLA) the cloud provider outlines for you will be the guidelines for their operations. Businesses must take a careful look into this and understand them to avoid losses or mishandling of data or business miscommunication.

When you’re reading through the policies, look for the following:

Their roles, responsibilities, and what exact services they’ll deliver, such as the availability of the cloud
Potential hidden fees
Their processes and protocols for ensuring that your data is safe, no matter what happens
Legal protection in cases such as cyberattacks or theft

5. Migrate slowly

Once set on what you’re migrating and where to migrate it, you can move your digital asset and tools, such as automatic call distribution (ACD) or CRM software, to the cloud. You should store highly confidential and sensitive information in secure local backups instead of the cloud.

It can often be a lengthy and meticulous process because of the scale of what you may need to migrate. That’s why it’s best to implement cloud computing in phases.

A slow migration will also help you avoid data loss and fix any potential issues that arise along the way, such as network connectivity issues. It also allows call center agents to learn and adapt to the new system.

Embracing the Cloud with Executive Boutique Call Center

In today’s rapidly changing technological landscape, businesses must stay adaptable and keep up with the constant evolution of technology.

Cloud computing is going mainstream because of its benefits, including cost-savings, enhanced security, risk mitigation, and environmental sustainability. After defining your data and services for the cloud and choosing a provider, you can begin migrating your operations gradually.

If your call center business hasn’t yet adopted cloud technology, you risk getting left behind.

Executive Boutique Call Center provides best-in-class technical support and customer service in the Philippines to solve your customers’ concerns and build brand loyalty. We’re a Payment Card Industry (PCI)-Compliant Call Center that ensures a secure environment and smooth process for your customers. Get a free quote from us today!

FAQs

1. What is a cloud center?

A cloud center of excellence (CCOE) is a strategic team within an organization responsible for leading and overseeing cloud computing adoption. They ensure the central IT team meets the best practices and standards for becoming a cloud-enabled company.

2. Which is faster, cloud or data center?

In general, cloud computing offers faster performance. When you host your data on the cloud, it lives within the robust servers of your cloud computing provider. These providers have dedicated infrastructure to swiftly deliver your data whenever needed. A data center’s speed will usually depend on the efficiency of the company’s network.

3. Why do we use cloud computing?

The benefits of cloud computing include saving costs, preventing data loss, and promoting sustainability. Cloud computing provides flexible technology to align with your business’s objectives and easily scale operations as needed.

5 Customer Retention Strategies Companies Should Implement

May 2, 2023 • EB Call Center • Call Center Operations

Photo by Jirsak

Time and time again, retaining customers through lasting relationships has shown to be significantly beneficial for businesses.

Take the financial service industry, for example. Bain & Company reports that even a small improvement in customer retention, such as a 5% increase, can result in a considerable rise of at least 25% in profits. This figure alone emphasizes the importance of acquiring new clients and nurturing existing ones throughout their customer journey.

Implementing innovative customer retention strategies has become essential to maintaining competitiveness, especially as consumers become more critical of the businesses they support. Let’s delve into customer retention and some strategies you can implement to strengthen client relationships.

The Importance of Customer Retention for Companies

Customer retention engages existing buyers by providing exceptional products and outstanding support that builds lasting relationships between business and client.

Retention is also critical to increasing profits and minimizing costs. As mentioned, returning patrons are more likely to spend than new ones. Did you know that, according to research, acquiring new customers can be up to five times more expensive than keeping existing ones? Therefore, businesses looking to maximize their revenue should improve their retention strategies.

The root of retention lies in understanding your clientele. Here are some ways to identify their needs, preferences, and behaviors to boost their experience with the brand.

1. Collecting data on customers

Collect information about existing customers, including their demographics, psychographics, and purchasing behavior. You could also leverage website cookies to track their activity more efficiently and aid personalization and engagement strategies.

2. Analyzing customer data

The collected data provides critical insights into customer behavior and preferences, which can help you strategize retention tactics and optimize them for each buyer or segment. For instance, many patrons may be budget-conscious, which is valuable information to help you anticipate demands.

3. Identifying customer needs and preferences

Strategize based on your findings. Following the previous example, knowing that existing customers prefer economical options, consider offering vouchers and promos to encourage repeat business.

4. Engaging with customers directly

Communicating with your clients on social media, email, and other customer service channels can be valuable to gain insights and understanding of their needs and preferences. It also enables you to build and nurture relationships for the long term.

5. Collecting customer feedback

It’s important to figure out why customers abandon your company in the first place. Use feedback forms and surveys to gather this information and help you take measures to prevent buyers from switching to competitors.

Customer Retention Metrics

The key ingredient to keeping customers is data as the foundation of your tactics. Knowing which numbers to track is vital to ensuring your implementation’s success. Here are some essential metrics to help you formulate optimized retention strategies.

1. Customer retention rate

Customer retention rate is the percentage of buyers supporting your business even after their initial purchase. According to Forbes, the top reason people leave a brand is company apathy, followed by inconsistent information, poor support, and bad customer service experience.

Formula: To calculate your retention rate, you can start by subtracting the number of patrons you acquired during a period from the number you had at the end. Next, divide the result by your initial customer count, then multiply by 100 to get the percentage value. A low retention rate may indicate any of the above, emphasizing the value of tracking and improving this metric.

2. Customer churn

Customer churn is when clients stop doing business with a company over time, considering the loss of buyers and revenue. High churn numbers indicate poor customer retention, which could stem from satisfaction issues or ineffective marketing strategies.

However, it’s important to note that losing customers isn’t always bad. On average, businesses tend to retain roughly 72.5% of their customers, which leaves room for losing approximately 25%. However, losing above your industry or historical average signals a problem. You must start taking proactive measures to retain customers.

Formula: Subtract the number of patrons you have at the end of a set period from the number you had at the start. Then, divide it by the initial number of clients to get your final output. It’ll provide valuable insights into whether your business is losing more customers than it can afford.

3. Existing customer revenue growth rate

Existing customer revenue growth refers to a company’s profit increase from buyers over time. A rapid growth rate indicates successful marketing and sales efforts, encouraging existing clients to spend repeatedly.

Formula: Compare the revenue generated from customers at the beginning and end of a period. For monthly growth, deduct the revenue generated at the start of the month from that at the end. Afterward, divide the output by the initial revenue for the final result. To express the growth as a percentage, multiply it by 100.

4. Loyal customer rate

The loyal customer rate is the number of buyers who’ve made repeat purchases within a period. Returning clients spend 67% more than new ones—they’re the most valuable members of your clientele, so keeping this figure up is crucial.

Formula: Before calculating the loyal customer rate, you must establish your criteria for defining a “loyal” or “repeat” customer. Some businesses consider buyers who have made at least two purchases, while others might look at the frequency of purchases. Once you’ve established this, divide the number of repeat customers by the total size of your customer base to get the loyal customer rate.

5. Customer lifetime value

Customer lifetime value measures the profits a business generates from each buyer over their relationship. The longer you retain clients, the more likely they’ll make repeat purchases. They also become more familiar with the company, becoming loyal patrons who can advocate for the brand.

Formula: First determine customer value, which is the product of multiplying the average purchase value by the number of purchases. Then, multiply it by the average customer lifespan to get the lifetime value. Ultimately, this metric helps you understand the worth of your relationships over time.

Customer Retention Strategies for Companies

Now that you know some essential metrics to track, it’s time to develop strategies to improve those figures. Here are some effective tactics to help boost your company’s customer retention.

1. Creating a customer-centric culture

Metrics and data help understand your business performance, but it’s important not to lose sight that your customers are real people with real needs and preferences. Build and maintain loyalty by empathetically delivering excellent experiences that meet expectations.

Take artificial intelligence, for example. While AI-powered chatbots go a long way to providing consistent customer support 24/7, they only offer objective responses to inquiries. Meanwhile, human agents provide personalized assistance and answer questions directly, even through voice or video calls, improving customer experience.

A customer-centric culture demonstrates that you value your clients as people, not as mere sources of revenue. As a result, they’d be more inclined to support your business since it prioritizes their well-being.

2. Improving customer engagement

Engagement is a critical element of an effective retention strategy. Without it, clients might become disinterested in your brand and opt for competitors that provide an exceptional experience. So, employ various tactics to grab your patrons’ attention and reward them for interacting with your business.

An effective engagement strategy is implementing a loyalty program incentivizing repeat purchases to encourage clients to buy more. Such programs often include discounts, early access to sales, and personalized product recommendations exclusive to repeat buyers.

Starbucks’ rewards program is a great example of how to keep customers happy. When customers make a certain number of purchases within a year, they get freebies!

Moreover, consider sending post-purchase emails to build engagement after their first purchase. A “Thank You” email after their first purchase works as well as discount coupons for following transactions.

3. Enhancing customer experience

Invesp reports that 89% of companies acknowledge customer experience as a primary driver of loyalty and retention. Ensuring your customers have a positive experience is essential to keeping them loyal and helping your business thrive.

Providing excellent shipping services, especially in retail, is a straightforward approach to improving customer experience. Shopping cart abandonment can significantly impact sales, with studies revealing that 46% of shoppers leave their carts due to slow shipping times. Thus, you should assess your courier services and ensure your products’ prompt and secure delivery to your customers.

Moreover, your team must be able to answer inquiries and accommodate comments immediately to demonstrate that you genuinely value your clients’ time and input.

4. Leveraging technology

Consider taking advantage of technology to elevate customer retention strategies. Chatbots can enhance customer support operations and provide 24/7 assistance, even during off-hours and holidays. Customer Relationship Management (CRM) software can also help manage customer interactions, track behavior, and personalize experiences.

These systems let you automate tasks that improve retention and reduce business expenses. Most of these tools are budget-friendly and can be adjusted to your business’s growth, saving you from hiring more staff.

5. Building customer confidence

Consistently delighting patrons with excellent services and high-quality deliverables lets them build confidence in your business. Satisfied customers are likelier to recommend your brand to others through word-of-mouth, product reviews, or social media, boosting your reputation and competitiveness. After all, most people tend to go for brands they’re already familiar with.

Marketing your brand is about creating that warm and fuzzy feeling for your potential customers. You want them to feel good about choosing you over the competition. Share cust omer testimonials on your website and social media platforms to emphasize your brand’s quality and support. In turn, existing clients will realize you’re a company they wouldn’t want to leave.

Nurture Lasting Customer Relationships

Keeping existing customers on board has become essential to maintaining the profitability and competitiveness of your business. Retaining customers is more beneficial than acquiring new ones. Fortunately, you won’t have to develop approaches for customer retention from the ground up. The above-mentioned points have been tried-and-tested and can help you secure customer loyalty.

Enacting retention strategies may be burdensome, especially if you lack the staff to support these efforts. Look no further than Executive Boutique Call Center for assistance! We provide outsourced customer service in the Philippines to strengthen customer relationships and keep them with your brand for the long term.

5 Challenges in a Call Center to Look Out for in 2023

April 26, 2023 • EB Call Center • Call Center Operations

Photo by: Bojan Milinkov

Times are constantly changing, and the call center sector is no different. The industry is transforming due to new technology and changes in customer behavior driven by the growing use of social media and messaging apps. As a result, call centers are facing new challenges.

In the upcoming years, challenges in the call center sector may relate to privacy issues and data protection laws. As such, you must be mindful of the new elements that could complicate your operations as the industry speeds through 2023.

This article will discuss potential issues that call centers can have in 2023 and beyond and offer advice on how to deal with them. Read on to learn more.

Call Centers and Advancements in Technology

The need for call centers to stay current with technological advancements is growing. The list below examines how technology impacts call center services and how to leverage these advancements for better operations.

1. Efficient artificial intelligence (AI) customer service

The call center sector could transform, thanks to effective AI-powered customer service, and enable businesses to manage a lot of regular inquiries without taxing their human employees. However, this technology also brings forth new difficulties for the industry.

For instance, integrating AI-powered chatbots and virtual assistants into current systems necessitates substantial training. Furthermore, there might be issues with the precision and quality of AI responses and the possibility of algorithm biases.

Call centers must carefully negotiate these difficulties as they continue implementing and improving the technology.

2. Cloud technology scalability

Cloud technology allows unprecedented scalability and flexibility, allowing businesses to swiftly increase or decrease their resource levels as needed. However, cloud-based solutions require significant infrastructure and instructing expenditures and may present potential data security issues.

As such, call centers must carefully weigh the advantages and disadvantages of cloud-based solutions and ensure they have the setup and agent training required to manage this technology in the future.

3. Increased support for digital channels

The rising use of digital channels like social media, email, and chat poses new difficulties for the call center industry. Call centers must provide support across these channels in addition to traditional voice support to meet client expectations.

Nevertheless, offering support through various channels requires significant technology, mentoring, and effective system integration investment to ensure consistent service across all channels. In the coming years, call centers must modify and modernize their processes to service digital media efficiently.

4. Video call adaptation

Call centers use more video calls to deliver personalized and effective customer service. Although it improves customer feedback, it requires infrastructure and training investments. Video calls may require more hardware power and bandwidth than voice conversations, which could challenge users with limited technological resources.

5. High-quality chatbot interaction

Chatbots are gaining popularity for offering prompt and effective customer care. High-quality chatbot interactions require significant investments in AI development, technology, and system integration. A chatbot’s inability to handle complicated questions may result in a disconnected customer experience.

Challenges in Call Centers to Look Out For

The development of AI and machine learning has impacted customer service significantly. This section will explore the challenges in a call center, AI’s advantages and difficulties in customer service, and successful integration into company operations.

1. Changing customer expectations

The most significant challenge call centers face is the shift in client expectations. Due to new technology, customers expect faster response times, personalized interactions, and multi-channel support.

For instance, a client might anticipate using social media, chat, or email instead of phone calls to contact a business. It can pose a problem for call centers that fail to prepare for this change in consumer behavior.

Businesses can overcome this difficulty by personalizing interactions via chatbot integration, multi-channel customer support solutions, and consumer data.

Adopting these measures can result in greater results, as evidenced by the fact that 51% of customers are more likely to buy from a company again if they support live chat. It can boost customer satisfaction and loyalty by exceeding customers’ expectations through various channels.

2. Staffing and retention issues

When agents are stressed, call centers struggle with staffing and employee retention. For instance, higher call numbers during the holiday season may result in worker stress and turnover.

A way to solve this predicament is to introduce new technology. Companies can provide coaching and development opportunities to foster a supportive work atmosphere. Additionally, incentives like bonuses or flexible scheduling can also aid in keeping agents and lowering turnover.

3. Security and compliance concerns

Before deploying new technology advances, call centers must consider security and compliance issues. For instance, a data breach is highly dangerous if a call center keeps sensitive client information.

Call centers must employ secure technology to protect customer data and adhere to applicable legislation. Businesses may overcome this difficulty by installing sophisticated security measures like encryption and two-factor authentication and educating all staff on the best data security practices.

Additionally, ensure that call centers comply with industry standards and regular audits and that regulating bodies perform compliance checks.

4. Remote work challenges

Call centers are facing additional struggles due to the COVID-19 pandemic’s transition to remote labor. While managers may find it challenging to oversee the performance of their teams remotely, specific agents may have trouble adjusting to new work settings.

Remote work may impact the caliber of customer care due to network challenges and resource limitations. However, businesses can offer proper tutoring, technology, and support for agents to work productively from home. Supervisors can also monitor team productivity by setting performance measures and conducting frequent check-ins with agents.

5. Agent integration

Agent integration ensures call center agents include new technologies in the workflow, enabling them to operate quickly and effectively. However, switching between several platforms while maintaining a high level of productivity can be difficult for agents.

Companies can address this challenge by providing proper coaching and assistance to become familiar with new technologies and know how to utilize them successfully.

Additionally, businesses may think about integrating solutions that combine various platforms into one, speeding up agent workflows and lowering the possibility of mistakes.

Strategies for Adapting to Call Center Challenges

Designing efficient techniques to deal with the numerous challenges that call centers face is essential to a business’s success. This section will cover call centers’ best methods to meet their issues more effectively.

1. Emphasize employee well-being

Companies recognize the need to support their employee’s mental and emotional wellness in light of the evolving nature of customer contact and the rising pressure on agents to provide excellent service.

As part of this, companies also provide stress management services, mental health assistance, and instruction in improving communication and conflict resolution skills. By doing so, they foster a happier work atmosphere that leads to higher agent retention rates and, ultimately, better customer service.

2. Leverage AI and automation

Utilizing automation and artificial intelligence could significantly enhance call center operations by boosting productivity, cutting costs, and improving customer satisfaction. AI-powered virtual assistants and chatbots can handle basic questions, freeing agents to focus on complex tasks.

As a result of quicker access to consumer information and improved call routing, businesses can resolve issues more rapidly. It can lead to shorter wait times and higher customer satisfaction, eventually boosting business results.

3. Upskill and reskill employees

By enhancing their knowledge, skills, and self-assurance in using new technology and techniques, upskilling and reskilling staff can aid call centers in adapting to further difficulties. It can increase job satisfaction, lower turnover, and boost general performance.

Continuous engagement, training programs, and opportunities for professional advancement can also assist recruit and keeping top talent while increasing employee engagement and loyalty.

4. Embrace emerging technologies

These technologies help streamline processes, enhance client interactions, and give employees helpful information they can use to respond to inquiries more effectively. Using innovative technologies, call centers can remain ahead of the competition and satisfy consumers’ shifting demands and expectations.

5. Track call center metrics

Monitoring call center metrics is crucial for businesses to respond to changing challenges effectively. Managers can learn about their operations’ strengths and shortcomings by watching key performance metrics, including call volume, average handle time, and first call resolution.

With this knowledge, businesses may make data-driven decisions to boost customer satisfaction, optimize resource allocation, and increase agent performance. Call centers can stay ahead of the curve and compete in the ever-changing business environment by regularly measuring and evaluating analytics.

Navigating Call Center Challenges with Confidence and Success

Contact centers face many difficulties, demonstrating the significant progress the industry has made in adopting new technologies. Despite the daunting obstacles that call centers must overcome, you shouldn’t lose hope. Businesses can view these challenges as opportunities for innovation and development.

By embracing change and new technologies, call centers may overcome challenges, improve customer service, and create a more positive work environment for their staff. The techniques described in this article can help you respond efficiently to these difficulties and offer the best customer experience.

Looking for a reliable and effective call center outsourcing solution? Executive Boutique Call Center can help you overcome call center challenges and achieve your business goals. Contact us today to learn more and schedule a consultation.

How to Detect Call Center Scammers: 8 Tips for Call Center Agents

April 4, 2023 • EB Call Center • Call Center Operations

Photo by Aijiro

According to Neustar, call center fraud was up 40% in 2020 due to the high emotions and anxiety caused by the pandemic. Because of this, call center agents must become more vigilant during calls. The report also stated that call center scammers target agents because they’re more prone to social engineering and manipulation, granting account access.

Falling victim to call center fraud has a lot of consequences. It exposes businesses and customers to security threats and account takeovers. Here’s a guide on everything you need to know about call center fraud and how to stop them.

How to Detect Call Center Scammers: 8 Tips for Call Center Agents

Detect a call center scam by asking knowledge-based questions, observing the caller’s demeanor, or checking their customer history. Asking specific questions per customer and their profile requires more vigilance from call center agents but proves to be an effective line of defense.

If you’re a call center agent, here are more in-depth tips on detecting call center scammers that could threaten company security.

1. Ask knowledge-based authentication (KBA) questions

Knowledge-based authentication (KBA) questions are a method of verifying a person’s identity by asking questions only they know how to answer. By asking these questions, a call center agent prevents a scammer from gaining access to private information on an account.

There are two types of KBA questions to employ. Static KBA is generic questions such as asking the client for their mother’s maiden name or first pet’s name. While these provide clients with easy-to-remember answers, the danger is that they have this information online, which scammers can find.

Dynamic KBA, on the other hand, are questions with more specific answers, like the last digits of their social security number or the previous amount charged to their credit card. While the information is more difficult to obtain, scammers can use data breaches and phishing attacks to know these answers.

These various methods make KBA one of the easily broken defenses, though your company can supplement them with software detection and other lines of questioning. You may implement different security procedures as the information the caller is trying to access gets more sensitive.

2. Ask questions based on company and customer relationship

Instead of KBA questions, a call center may task an agent to ask callers questions regarding their relationship with the company. However, the information to answer these questions is more complex because a customer’s business with the call center varies depending on the industry and the services they employ.

For instance, you could ask the caller about which package of services the company has them enrolled in, who their point of contact is, or how many years they’ve been a client.

If you’re asking these types of questions to a caller, you need to be careful of social engineering. Instead of cyberattacks against the company’s software, the caller will manipulate you to give up information. Therefore, you must stay vigilant to safeguard sensitive information.

3. Observe the caller’s attitude

Some scammers will purposely be irate, taking on the persona of an angry customer. Callers use this form of social engineering to trick you into giving them essential information or granting them account access.

They may often appear in a hurry and need to access their account urgently. These callers cite reasons such as having a bad day, receiving poor customer service in the past, or knowing the company’s owner and contacting them if you don’t give them special treatment.

Taking on an irate persona is the scammer’s means to bypass your standard authentication methods and induce fear. By being extremely unreasonable and unbearable to deal with, they hope to exploit the “customer is always right” mentality and have you expedite the process. They may even throw threats to have you fired if you don’t comply.

Another red flag is if the caller goes in the opposite direction and tries appealing to your emotions. They could say they got into an accident and can’t remember their account details or lost their credit card while traveling abroad.

This behavior’s goal is the same as acting angry; the scammer wants to bypass the standard authentication procedures and access the information they want.

The third type of attitude they could do is trying to build rapport. They seem extraordinarily kind and may even flatter and befriend you. Then slowly, over a few calls, they make small changes to their victim’s account information before fully taking over.

Remember always to stay professional and that overly friendly callers may subtly manipulate you into giving up crucial data.

4. Verify customer history

Even if a scammer has a customer’s information and answers the KBA questions, their behavior while on the call may not match their history. Install software that logs a customer’s behavior through your company systems, such as logins and previous payments, and have an agent bring these up when speaking to a client.

Some signs that a scammer is on the other side of the line are if there are different logins from different locations or devices or if their most recent payment or withdrawal is significantly higher than previous transactions.

5. Be wary of several requests

If the scammer successfully obtains sensitive information, they want to lock out the original owner while stealing details from their other accounts.

They do this by asking call center agents to change information on their accounts, such as their addresses or the names of supplementary account holders. These methods make verifying information in succeeding calls or giving access to their colleagues easier.

Multiple requests could mean they’re trying to verify account details for online transactions, which allows them to drain bank accounts or obtain the owner’s contacts list, so they have more victims.

6. Listen for pauses after asking questions

Many people can quickly answer KBA questions regarding their social security number, mother’s maiden name, or latest purchase. However, scammers who steal information may have several documents or screenshots to go through.

If you’re asking KBAs and they take time to answer, it could be a significant red flag that means a scammer is trying to look for the correct information from their database. It may lead to other suspicious behavior, like making excuses as to why they can’t answer a KBA question.

Different responses could include asking you to wait before giving you an answer or saying they forgot.

7. Check for several attempts to access information

Some call centers have software installed that tracks a caller’s history. By looking up their number or using KBA questions, you can find out how many times a caller tried to access or change a victim’s information. If they tried to get inside an account several times, that could indicate that they’re a scammer.

Take action depending on the call center’s protocols. Ask more KBA questions to verify your suspicions and observe their behavior. If they pause after your questions, demand access, or attempt an emotional appeal, there’s a good chance that the caller is fraudulent.

8. Use two-factor authentication

Aside from KBA, a call center sometimes requires that a caller undergo two-factor authentication if they have an existing account. Send a code through a customer’s phone number on file, which the caller will need to either input or repeat to you.

Though there are several ways that a scammer obtains a person’s sensitive information, two-factor authentication stumps them because they don’t have access to their victim’s phone. While it’s possible to clone another person’s phone, it isn’t easy to do and requires a lot of time and resources.

While not completely foolproof, two-factor authentication is one of the most effective ways to deter or stump fraudulent callers.

Constant Vigilance is the Key

Scammers target the human elements in a call center because they’re the most likely to make a mistake and provide sensitive information. As a call center agent, you must stay vigilant against fraudulent callers’ tactics.

Remember to follow your company’s security protocols in verifying a caller’s identity and to observe their behavior while they’re on the line. If they can’t answer your questions, have long pauses, are irate, overly friendly, or seem desperate, those could be potential red flags.

If your call center has two-factor authentication, it can be one of your most effective defenses and may be enough to deter a scammer.

Executive Boutique Call Center helps safeguard customers’ card information for businesses. We’re a PCI-compliant call center that employs in-depth security training for all our agents to ensure customer data is fully protected.

In addition, we provide a round-the-clock workforce with industry-specific experience to deliver the best support you need.

Get in touch with an expert today for a free quote!

The Future of Call Centers: 16 Must-Know Statistics and Trends

March 29, 2023 • EB Call Center • Call Center Operations

Data is the closest thing leaders have to a crystal ball when predicting the future of call centers. Without it, modern call centers would be stumbling through the dark, wasting resources on efforts that customers ultimately don’t find relevant or beneficial.

Call centers have evolved along with other technological advances. From inbound and outbound calls, call centers have developed into providing omnichannel services to businesses that need such services. Staying updated on the current industry statistics and trends is vital to adapt to changing customer behaviors and improve the customer experience.

No leading business wants to work with an outdated call center. Keep your business relevant by learning the latest industry statistics and trends. Read the infographic below to learn more.

Understanding the current landscape of call centers is essential in adapting your business to customers’ demands and needs.

Customer Satisfaction

88% of customers believe trust becomes more important in these changing times (Salesforce, 2022)

During the past few years, the entire world collectively went through a period of uncertainty. In that time, trust has become invaluable in helping one another. As the world continues to adapt to new ways of working in the post-pandemic landscape, customers require brands to be even more trustworthy moving forward.

44% of people report being annoyed or irritated when kept on hold for 5-15 minutes (Replicant, 2021)

As technological innovations increase, customers’ patience begins to decrease. Optimizing your operations and training your agents to resolve concerns quickly will avoid angry customers.

80% of consumers are willing to speak to a machine if it means avoiding long wait times (Replicant, 2021)

Sometimes, agents won’t be able to address every single customer. By setting up a machine, you help ease the customer’s frustrations.

You must know the capabilities of the software you use to help resolve customer problems. While machines respond to customers quicker, they must also provide valuable solutions.

90% of customer service leaders report that customer expectations are at an all-time high (HubSpot, 2022)

Customers expect high-quality customer service at all times, highlighting the importance of covering all your bases when it comes to improving your operations. High-quality customer service ranges from the agent’s phone conversation skills to the way different departments work together to resolve the customer’s concern.

Call Centers and Technology

The call center artificial intelligence (AI) market is expected to reach $7.5 billion globally by 2030 (Data Bridge Market Research, 2022)

This forecast highlights how businesses are becoming more comfortable investing in AI. It also shows that such technology might not be as much of a trend as many think: it’s most likely here to stay.

83% of call centers consider AI a high priority (Commbox, 2020)

AI is set to disrupt the future of call centers and other industries like advertising, cybersecurity, and transportation. It allows businesses to automate repetitive tasks and work much better with data, improving performance and quality.

50% of customer service leaders have implemented basic customer relationship management (CRM) service features (HubSpot, 2022)

According to HubSpot, these basic features included a help desk, a knowledge base, and shared email capabilities. These features are so helpful that HubSpot became aware of how almost all customer service leaders consider using CRM software to boost productivity.

80% of customers found that using chatbots made them more frustrated (UJET, 2022)

Despite machine learning technology getting smarter, authentic human conversations have a spontaneous flow that many chatbots currently can’t keep up with. It’s best to be aware of a chatbot’s limitations before implementing it in your operations.

53% of businesses use digital call transcriptions to boost productivity (Salesforce, 2022)

Transcriptions allow agents to catch every detail of a customer’s concerns, making it much easier to reference for future training sessions or meetings. Moreover, a transcription helps agents store specific customer information, allowing them to quickly pick up where a customer might’ve left off.

Call Centers Channels

41% of businesses prefer voice calls for resolving customer issues (Hiya, 2022)

Roughly 2 in 5 (41%) companies found that resolving customer issues through calls is much more effective than text. It highlights how, while there are more methods of resolving consumer problems, the traditional phone call isn’t likely to go extinct anytime soon.

57% of customers prefer email interactions (Salesforce, 2022)

Emails are a growing channel for customer interaction, with more than half of Salesforce’s survey respondents choosing it in 2022. It could encourage companies solely focusing on calls as their primary channel to begin branching out, accommodating more customers.

51% of customers are likely to buy from a company again if they support live chat (Kayako, 2022)

One could consider live chat the ideal middle ground between email and phone calls: real-time interactions on a text-based medium. Businesses could rely on chatbots or live agents to respond to these messages; either way, they still need to provide prompt and accurate responses.

43% of customers prefer non-digital channels (Salesforce, 2022)

There’s often no beating an authentic voice interaction between two people. Despite automation and software becoming more popular in the industry, you must remember the value of training your agents to interact with customers effectively.

Contact Center Industry

Experts predict the global contact center market to grow to $607.6 billion by 2027 (Research and Markets, 2022)

The contact center market is invaluable to how businesses operate globally. It’s a thriving industry expected to rise throughout the years, making it an ideal time to find more opportunities now than later.

Roughly $30 billion of the Philippine economy comes from the BPO industry annually (Nexford University, 2021)

This statistic shouldn’t be a surprise, considering that the Philippines is one of the most popular countries for Western businesses to outsource their customer service operations. However, one must be aware that the greater the competition is with more people outsourcing to the country, so if you plan to outsource to the Philippines, it’s best to find opportunities quickly.

20% of call center workers in the Philippines would consider resigning rather than returning to on-site work (CNN Philippines, 2022)

The pandemic changed the standard perspective of work. Now, more people are comfortable working from home and prefer it over working on-site daily. Considering the Great Resignation occurring during the early months of the global pandemic, businesses should heed their employees to remain profitable.

Emerging Call Center Trends to Watch For

With the call center industry changing as the years go by, it’s best to be aware of the upcoming trends.

1. Digital transformation

More customer service companies are shifting to digital operations. They’re adapting digital tools and software to connect with customers better. Contact center digital transformation reaches different departments, influencing internal processes and outputs.

Call center companies can do so much more with the help of digital tools, whether it’s automation or cloud-based services. Executive Boutique Call Center has technology partners to continue providing their clients with the best customer service.

2. Artificial intelligence (AI)

Dealing with customers isn’t the only task of a customer service representative, and many repetitive tasks are often urgent but not entirely value-adding. More call centers are adopting AI to improve efficiency and productivity.

AI in the call center industry has become increasingly popular in recent years. It innovates the sector in several beneficial ways, including live tone and mood detection. AI detects the customer’s tone—whether frustrated, disappointed, interested, or disinterested—to help agents respond accordingly.

These are invaluable benefits that modern call centers will continue adopting to provide better customer service.

3. Omnichannel support

Omnichannel support allows call centers to respond to customers regardless of their channel, from live chat and text messages to social media and phone calls. Businesses providing a unified and seamless experience across these platforms allow them to meet their customers effectively at every touch point.

4. Cloud integration

Cloud technology became indispensable during the pandemic when businesses needed to stay aligned while working distances from each other. With 9 out of 10 firms (90%) using cloud computing, it’s integral to familiarize yourself with it and maintain business relevance.

5. Upskilling and reskilling

With more responsibilities being handed over to automation, businesses must train and encourage their employees to upskill continuously.

According to Nexford University, upskilling and reskilling employees help encourage employee retention and loyalty. It also enables you to develop a team with diverse skill sets, differentiating your business more from your industry competitors.

6. More data-driven solutions

You can’t discuss the future of contact centers without talking about data. Call center trends indicate that contact centers are becoming more data-driven to drive better results and provide better customer service experiences.

Data helps you evaluate your team’s performance, allowing you to track valuable metrics such as total backlog and call completion rate. These allow you to identify what problems your team is currently facing.

7. More use of self-service tools

Self-service tools include instructional videos, frequently asked questions (FAQ) pages, and blog content that guides customers through their problems. They’re valuable assets to produce, providing value to your customers even during off-work hours.

Prepare for the Future of Call Centers Today

The future of the contact center industry remains uncertain. Still, a quick snapshot of how call centers operate today helps you improve your services to earn more clients.

Businesses are always looking for call centers to keep up with their customers. Understanding these statistics and integrating these trends into your workflows help you adapt to the changing demands of both modern businesses and consumers.

If you want to outsource your customer service functions, consider working with Executive Boutique. We’re a progressive call center in the Philippines that ensures your business remains relevant to your customers and ahead of your competitors in the following years. Contact us today to learn more about how we can help you.

8 Must-Try Team Engagement Activities for Your Remote Team

June 16, 2022 • EB Call Center • Business Process Outsourcing, Call Center Operations

Employee engagement is one of the tell-tale signs of employee satisfaction. Typically, it isn’t easy to do, as each team member comes from different background. To add to that, most of us work in a remote work setup today wherein we get to have little to no social interaction with our co-workers.

With this type of setup growing 173% since 2005, remote working has only contributed to this difficulty for management. As such, workers of all ranks and roles need a regular boost to feel motivated and feel a sense of belonging in the company, especially those who have yet to get used to a remote work setting.

However, workers aren’t the only ones who benefit from team engagement—businesses thrive with engaged and motivated employees.

Companies that emphasize team engagement found a 21% higher profitability and healthier employees. If you’re searching for ways to build or improve your team engagement initiatives, this article can provide you with a list of activities that can help you with that boost. Read on to learn more.

What is Team Engagement?

Team engagement, sometimes called employee engagement, is an act or process of making employees feel contented and loyal to their workplace. When companies started mandating the remote work setup due to the COVID-19 outbreak, team members became individuals in an isolated space in their homes.

Team engagement activities address the communication gap and low morale issues. These activities allow employees to feel appreciated and decompress as they participate in collaborative activities designed to boost team morale.

However, measuring team engagement in your workplace can be difficult, as it can widely differ from member to member. The best way to gauge all your employees’ engagement levels is by asking about their concerns on workload or passion levels, listening and responding to their feedback, and helping them get back in step with the company.

Why is Team Engagement Important?

It boosts workplace productivity

Team engagement helps improve the productivity of employees. According to a Gallup report, engaged team members are 17% more productive than disengaged employees. With the management’s efforts to keep them included and involved, their enthusiasm to work increases, thus, making them more motivated.

In a workplace, managers need to get creative so that employees remain spirited. Creating challenges can help others stay diligent in performing their duties better. Remember to prioritize feedback and constructive criticism to develop new ideas and solutions to increase team productivity.

It improves employee retention

According to Forbes, engagement is a symptom of success. Employees who feel good about their contribution are more likely to be happy to report to work daily because they feel their inputs are valued. The feeling of accomplishment comes in acknowledgment, making them want to stay.

In a Glassdoor study, four in five employees say they’re motivated to work when they’re appreciated. A culture of appreciation shows your employees that they provide value to the company, which improves retention rates.

It enhances company culture

Company culture determines the how and why of a company. This can reflect your business’s environment, behaviors, values, and even language. According to a Columbia University study, the likelihood of a job turnover is considerably lower with high company culture (13.9%) than with low company culture (48.4%)

Engaged employees are one with the company in improving their culture just from their mindsets. These conditions give a contagious feeling to other employees, exemplifying a culture of engaged employees.

It increases customer satisfaction

Richard Branson, the founder of The Virgin Group, says, “Take care of your employees, and they’ll take care of your business.”

Engaged employees are fully attached to their work, which means they will go above and beyond their spheres of responsibility. Engaged and properly compensated employees will go the extra mile to resolve clients’ problems by working effectively and efficiently to deliver on time.

It improves an employee’s home life

When employees are satisfied with what they do for a living, they’re more productive on the clock, giving them one less thing to stress about when it’s time to go home and call it a day at work.

Effective team engagement means fewer complaints about co-workers or company rules. When workplace issues are not brought up after hours, your employees will have a happier life at home.

In fact, according to a Kansas State Study co-researcher, Satoris Culbertson, “Individuals who were engaged in positive experiences at work and who shared those experiences with significant others perceived themselves as better able to deal with issues at home, became better companions, and became more effective overall in the home environment,”

8 Team Engagement Ideas Perfect for Remote Teams

Organize regular check ins

Remote working can be unmotivating for some of your employees. Not everyone can sit eight hours a day without human interaction. As an employer, it’s essential to keep your remote workers in the loop on projects, team progress, and company news.

Moreover, it’s essential to check in with them on their current health or simply catch up to show that you’re concerned and want to see how they’re doing in a remote setup.

When remote workers are included in the conversation, they will feel more connected and engaged in their work. Check with your remote staff regularly so that everyone has an opportunity to touch base and have a pulse on the firm.

Recognize and celebrate wins

Remote working doesn’t mean you should disregard your employees’ wins. If anything, this is the perfect time to celebrate your team’s wins, no matter how big or small. Since you’re not in the office to personally thank them or take them out to lunch for their milestones, find ways you can do so.

Recognition can range from a quick call with your team and commending them for their efforts or going as far as ordering take-outs for everyone in a team lunch. Though small and simple, these gestures will greatly help boost your team’s morale.

Encourage feedback sharing

No matter the work setting, feedback is extremely important. Workplaces should cultivate an open-feedback environment because this is an effective communication tool that can help businesses succeed and thrive.

The feedback helps employers learn more about their teammates, including their strengths and weaknesses, behaviors, and decision-making patterns that directly affect others. Furthermore, effective two-way communication increases both employer and employee self-awareness and encourages personal development.

Host virtual game nights

The way game nights are conducted significantly changed over the years. With remote teams, it’s difficult to play the classic games we know, but technology has found a way to allow team members to decompress from the stressful week through virtual games.

For your next team engagement, here are some virtual games you can try with your crew:

Jackbox

This virtual game is easy to use. One person in the group must purchase the game, making them the host. Jackbox has many games to choose from, such as Drawful, Fibbage, and an adult version of Pictionary.

Words With Friends 2

The goal of this game is simple. You only need to create words from the scrambled letters you’re given, and whoever gets the most points wins. This game is available on Google Play and App Store.

Skribbl

Skribbl is a free virtual game you can play online. Each player is provided a word they have to draw on the board, and the first to get the correct answer receives the highest points. The player with the most points at the end of a round wins.

Take an interest in their personal circumstances

Working at home brings both comfort and discomfort to an employee. Interacting with a remote team member can bring about family-related or personal issues in casual conversations.

As an employer, you know that your employee’s home experience can directly affect their output and overall motivation at work, so remember to check up on them from time to time without overstepping.

You show your employees that their team can offer support where needed and provide a safe space for them. It also builds trust and transparency, leading to higher employee confidence for you and your company.

Offer different remote working options

Your remote team may consist of different people with diverse backgrounds. You might even have someone working from the other side of the world. As an employer, ensure that you provide your employees with ample options where they can fully exert their efforts to deliver.

These can include selections for different working times and locations. Everyone thrives differently at work, so provide choices where your employees will feel their most productive. Set clear expectations and regularly check in on them to ensure they’re not having difficulty.

Use the appropriate software for your employees’ needs

One major factor of a successful remote working setup is the medium used. Remote working thrives on portable and reliable technology that will give your employees an edge to perform their best, despite not being in the office.

For example, when tech issues arise, your team should be equipped with the right communication tools to connect them to your IT support team. Provide your team with the appropriate hardware, such as laptops and tablets, and access to a fast internet connection to help them perform productively and communicate better with others.

Encourage health and wellness

Employee wellness should be your top priority. If your staff becomes ill, they can’t perform their best–or even at all.

You can try incentivizing to get your team to go outside, cook a decent meal, work out, or develop a healthy habit. This will not only benefit your employees’ health, but it will also bring the team closer together as you demonstrate your concern for their general well-being.

Make Remote Work Fun

The COVID-19 pandemic has pushed companies to take on remote work setups without guaranteeing if it will benefit their business and people. Regular team engagement activities can help your employees feel motivated, and this increase in morale can translate to the quality of their work and their overall outlook on the company they work for.

If you want to expand your workforce with professionals who can service and support your current remote team management operations, look no further. Our pool of experts at Executive Boutique Call Center can provide best-in-class call center outsourcing services to help you scale your business. Contact us today to learn more!

A Remote Team’s Guide to Asynchronous Communication

April 27, 2022 • EB Call Center • Business Process Outsourcing, Call Center Operations

The concept of remote work is nothing new, but with the COVID-19 pandemic taking its toll on the world, it has become the norm for companies across all industries over the past few years.

Pre-pandemic, only 17% of U.S.-based employees worked five or more days per week from home. However, that number drastically increased during the height of the pandemic, wherein 44% of workers started to report to work at home.

With telecommuting becoming the new normal today, multiple ways to work productively have surfaced. Besides having a proper workstation setup, establishing effective communication amongst your team members will be vital. One method business owners could strongly consider and look into is asynchronous communication.

But what is asynchronous communication, and how can it be an asset to remote teams? Let this infographic serve as your guide to asynchronous communication, its benefits, drawbacks, and how to successfully practice this form of communication in your organization.

What is Asynchronous Communication?

Asynchronous communication is when two or more individuals communicate without being present in real-time. In other words, it’s sending a message without the immediate need for a response. This type of communication allows employees and employers to set their schedules and answer inquiries without much dependence on the availability of others.

Employing asynchronous communication aids in staying connected with members of the company and ensuring everything is operating efficiently, regardless of time zone, location, and other factors.

Benefits of Asynchronous Communication

Now that we’ve established what asynchronous communication is, let us discuss the various benefits of utilizing this form of communication.

More thoughtful communication

In work conversations, workers often feel obligated to come up with an immediate response, which may not be relevant or conscientious.

With asynchronous communication, team members get more time to digest new information, formulate an answer, and mull over crucial decisions that lead to more strategic conclusions.

Additionally, asynchronous communication decreases distractions. Without an immediate need for a response, workers can reply when their set schedules allow it, improving concentration and productivity.

Better productivity rate

Asynchronous communication grants remote teams more flexibility to prioritize important work. There will be instances employees would feel obligated to respond to every message sent their way, which could be detrimental in the long run.

Constantly taking time off your day to get back to a considerable volume of requests and questions prevents you from conducting deep and meaningful work. This communication method enables you to deal with these tasks at your own time and pace, putting more critical and urgent work atop of your to-do list.

Documentation for transparency

Documentation, whether through writing or pre-recorded videos, gives your team a clear vision and timeframe of their duties. With asynchronous communication, all traces of internal exchanges and relays get automatically documented.

This could be beneficial as the logged data could be easily referenced or shared for others to review.

More honest communication

Asynchronous communication improves honesty amongst your team members due to the higher quality of feedback it allows. Some employees have no problem being true when confronted in a one-on-one setting. However, others may find it difficult to have to answer immediately.

Due to conversations and evaluations not being done in real-time, asynchronous communication gives adequate time for your employees to voice their concerns more accurately when they’re most comfortable.

Decrease burnout chances

Constantly staying on top of things can be taxing. Through asynchronous communication, stress is diminished as it grants your team more control over their pace at work.

Conventional synchronous communication setups often tether you to your desk to deal with work-related issues immediately. This ability to step away and recuperate could positively improve employees’ physical and mental health, drastically decreasing the chances of burnout.

Drawbacks of Asynchronous Communication

While asynchronous communication certainly has its merits, it also has its drawbacks. Consider the following if you’re looking to make it a staple in your business’s day-to-day.

Inconsistent immediacy

One big drawback of employing asynchronous communication is the inability to address urgent situations because business is not conducted in real-time. As such, it’s best to plan accordingly in case an immediate need arises, as it will require synchronous communication to solve the urgent problem.

Unclear tone-of-voice

Unlike its synchronous counterpart, where it feels more intuitive, natural, and human as it gets the point across with the help of body language and tone of voice, asynchronous communication doesn’t always convey the necessary emotion to make people feel connected.

The lack of this real-time communication element could lead to miscommunications and disconnection that could affect the efficiency and productivity of your team.

Decreased spontaneity

Synchronous communication allows employees to conduct brainstorming sessions and exchange ideas in real-time. While patient reflection can be helpful in many business situations, unfortunately, the async method falls short of the quick, witty, and spontaneous elements essential for collaborative and real-time ideas.

Lack of community

Since most asynchronous communication doesn’t require deep in-person engagements, it may magnify feelings of isolation for teams working remotely. While it allows employees to function independently, this freedom diminishes the opportunities for direct interpersonal interactions.

Strong connections are essential to building a cohesive team. Although it’s not impossible to develop bonds through asynchronous communication, the process can be arduous.

Micromanagement

The key to any high-functioning team is trusting your fellow teammates. However, due to the inability to give instructions personally, some superiors might resort to micromanaging their subordinates.

This type of management could strain working relationships if practiced regularly, as your employees could feel alienated due to constant scrutiny.

How to Successfully Practice Asynchronous Communication

Learning the various pros and cons of asynchronous communication is a start to implementing this strategy. To effectively introduce and incorporate this form of communication into your team’s daily routine, let us discuss the best practices for this technique.

Set rules that work for everyone

If your business utilizes internal communications, you will likely have defined work channels in place. Have a clear strategy on what should be communicated in each designated space, who needs to be included, and what channels are for private and public use.

Integrate the right tools

As established, asynchronous communication doesn’t require employees to work simultaneously. However, it’s imperative to integrate the right tools to ensure that every individual can work in sync despite not working with each other in real-time.

Tools like time tracking apps, communication platforms with multiple features, knowledge management tools, and task management software can aid an asynchronous team to work in harmony despite the circumstances.

Avoid information overload

The business world can sometimes run at dizzying speeds, leaving some important information overlooked due to employees’ substantial volume of work. However, ensuring content relevancy regarding disseminating information allows you to avoid information overload.

One efficient way to achieve this is segmenting workload by criteria, such as department, location, language, and interest. Doing so ensures that every employee gets the right message at the right time without risk the benefits of asynchronous communication becoming irrelevant.

Provide easy methods for employee feedback

Conducting intuitive employee surveys and collecting feedback allows you to analyze and formulate actionable recommendations to improve the current communication setup you have in place.

Make content fun and easier to understand

Keeping your employees engaged will become increasingly difficult as the workload piles up. However, making your content fun and easier to consume could make an otherwise monotonous routine engaging.

Think about producing webinars or podcasts to gain your employees’ attention, especially for important company-wide announcements.

Understand your workforce

Having a clear understanding of your workers’ responsibilities allows you to gain better insights on what you can improve upon as a group to create a more successful asynchronous environment.

Take into consideration their strengths, weaknesses, and how they conduct their work in this remote setup, and evaluate how you can help them be more effective in the workforce.

Advocate patience

The corporate world is guilty of expecting immediate results and instant gratification. However, practicing patience can be more rewarding.

Through asynchronous communication, you can connect with your employees better by giving them a sense of security about communicating in their own time unless it’s a highly important or time-sensitive task.

Build trust

Trust is an important factor in any and every kind of business, especially when it comes to an environment with little to no personal contact, like asynchronous communication. If supervisors and workers lack trust in one another, employing this method will be futile.

Stay In Sync with Asynchronous Communication

The COVID-19 pandemic has forced many changes in people’s personal and work lives. While some weren’t too keen on working from home, methods such as asynchronous communication allowed teams from all across the board to operate efficiently. This specific technique offers many benefits for businesses whose employees report remotely full-time.

However, with benefits comes drawbacks and constant learning. Keep in mind all the things stated, and you can effectively incorporate asynchronous communication into your practice.

In case you need a call center outsourcing firm to help with your asynchronous team, consider Executive Boutique Call Center. Executive Boutique Call Center provides best-in-class customer service that can cover all of your back-office needs and increase your bottom line. Contact us today to learn more!

10 Ways to Improve Teamwork in Your Customer Service Team

January 31, 2022 • EB Call Center • Business Process Outsourcing, Call Center Operations

A day’s worth of work in a call center can be unpredictable. Employees have a hectic schedule to follow that changes daily, as they interact with numerous customers with varying levels of concerns and demands. Despite this, people from the customer service track need to be headstrong throughout the adversity to provide quality services.

As a manager, it’s integral to foster a positive environment for your employees to boost team morale and performance. However, like all valuable efforts within a company, this cannot happen overnight.

To help you get started, this guide will walk you through tips on improving teamwork in your customer service team and creating the ultimate ideal workplace for everyone.

The Importance of Teamwork

Although having skilled individuals is a definite advantage in any team, customer service work requires teamwork more than you might think. Since it revolves around a series of processes, a seamless internal collaboration leads to faster service, satisfying 75% of customers who want a consistent quality service experience.

Apart from building strong relationships, reactive and proactive members can help eliminate stress and exhaustion within the group. With 74% of agents at risk of burnout, having an easy and even distribution of work can snowball into improved team performance, boosting overall business numbers.

How to Improve Teamwork in Your Customer Service Team

If you’re yet to come up with strategies to enhance your customer service team’s teamwork, here are several effective ones you can try:

1. Establish and optimize communication channels

“Communication is key” is a commonly used phrase in most businesses—and for good reasons. Whether you’re working in-person or remote with your team, it’s a must to communicate effectively to serve customers properly and resolve any issues quickly.

A straightforward way of maintaining contact internally is through team chats or meetings. Besides aligning for customer-related tasks, conversations can also involve brainstorming, evaluations, and suggestions on how the group can improve. Keep in mind that each session must have a primary focus to emphasize productivity.

Google Meets and Zoom are a few common channels you can use in your operations. Alternatively, you may look into Slack, which allows for private messages, team huddles, and data storage to keep things organized.

2. Align internally on team goals and beliefs

Having an outline of your team goals enables each person to dedicate themselves to their roles. The point of this is to create a timeline of what you want to accomplish, as focusing on a clear target in a customer service environment can ultimately lead to better performance.

Take the average response time as an example. According to a recent report, it takes around 12 hours and 10 minutes for a team to handle a request. With this, a goal you can set for your group is to have a quicker response time that doesn’t affect quality.

3. Clarify and distinguish roles and responsibilities

Individual roles and responsibilities play an integral part in line with team goals. Each member should be comfortable and confident with their job to perform effectively. You must clearly communicate each one’s responsibilities and your expectations about them. To achieve this, you need to seek feedback from your employees and schedule productive team meetings.

Through these methods, you will see if there’s a need to reorganize the team’s dynamic. As a manager, this allows you to place people on tasks they’re good at and happy to do. Remember, finding the fit for the roles ensures quality work.

4. Encourage out-of-office hangouts

Having after-hours hangouts is a vital part of building team chemistry. Casual events such as out-of-office dinners and weekend movie nights are a great way to establish trust and rapport among team members.

Other activities such as out-of-town trips and holiday parties are major get-togethers to look forward to. This allows employees to socialize with others more, encouraging open communication in the workplace.

5. Empower employees

An American Psychological Association (APA) survey shows that 93% of employees who feel appreciated are motivated to do their best at work. With data to back it up, be sure never to miss a chance to recognize your employees’ contributions.

Showing appreciation and encouragement are some of the simple ways you can boost your employee’s morale. You want to create a positive atmosphere that encourages everyone to keep working hard and promotes a constructive dynamic. Working in an unappreciative environment is toxic not only for your crew but for the enterprise at large.

6. Incorporate a task management system

Task management systems are used to streamline daily operations and increase team productivity, which is why it’s essential when improving teamwork within your customer service group.

One of the most recommended collaborative work management apps today is Trello. Conveniently, it allows you to schedule tasks, organize multiple schedules, and post documents with the option for everyone in the workspace to collaborate. With Trello, numerous people can share an assignment to speed up the process while managers monitor the progress.

7. Improve customer service strategies

Sure, having a set of updated strategies can provide better quality and increased customer satisfaction. But did you know it can also make a grand impact on your team’s harmony?

When the clients win, your employees win as well, which is why it’s vital to revamp your customer service methods on a schedule to make both parties happy. If your playbook is due for an upgrade, here are a few things to consider for the new one:

Having consistent availability or coverage
Engaging with customers on various social media platforms
Assigning the right representatives to specific customer needs

8. Enhance employee engagement

No matter how skilled and experienced your employees are, there could still be a dent in their performance if they’re unhappy with their overall work experience. Because of this, it’s important to know how the team feels, as it can improve the work they’re doing daily.

Engaging with them through suggestion boxes, surveys, or one-by-one meetings is one way to do it. You may utilize an employee engagement template to get an insight into what your staff feels and what you need to change to make them feel better.

Much like a chain reaction, as you promote positive changes within your crew, you can be sure to see happier employees right after.

9. Consider flexible work hours

There are different types of people in the workplace. Some are early starters, while some are more productive later in the day. With customer service almost always on-demand, considering to allow flexible work hours might just level up your crew’s productivity rate, especially when all are working in the hours they’re most comfortable.

Aside from that, such flexibility can also promote collaboration with members who are working simultaneously, which ultimately increases the job done in a day.

10. Create an open communication

There are customer service teams with strict hierarchies when it comes to communication. Especially when a pressing issue arises, the flow of resolution is longer where the employee would report to the supervisor, who would then report to the manager.

To avoid such a stretch in workflow, encourage open communication within your group. Doing so will allow your representatives to solve customer issues faster, especially if other members—whether on the same level or higher—may be more knowledgeable about specific concerns.

Make it Work with Teamwork

Being in a demanding field such as the call center industry is already tough, but managing a customer service team takes this challenge up another notch. Apart from providing excellent service for your customers, it’s also well within your scope of responsibilities to look after your members’ welfare as a manager.

A straightforward process, a fair distribution of workload, and a fun out-of-work engagement activity can make all the difference in improving the overall working conditions of your team. Remember, fostering a positive dynamic between everyone can translate to greater work performance for your customers.

If you need to partner with a call center outsourcing service that has great teamwork and even better work performance, check out Executive Boutique Call Center. Our team is one of the best in the Philippines, composed of highly trained agents ready to provide quality support for your business and clients’ needs. Learn more about our best-in-class customer service when you contact us today!

The Future of Call Center: 14 Must-Know Statistics and Trends

October 9, 2020 • EB Call Center • Business Process Outsourcing, Call Center Operations

The business process outsourcing (BPO) industry which includes outsourcing of call centers is one of the fastest-growing sectors for many years now. The BPO industry continues to create job opportunities for many people across the globe, largely contributing to the economies of Asian countries including the Philippines and India.

While some critics have wrongly predicted the demise of call centers due to advances in artificial intelligence (AI), the industry continues to thrive and is still evolving and innovating—just as new technologies and tools continue to emerge. With these new technologies, BPO industry veterans look forward to creating more value for their customers and making the job easier for businesses and call center agents alike.

With that in mind, let’s take a look into the future of this continuously-growing and evolving industry. This visual graph below illustrates a complete picture of call centers—the figures and trends to keep watch so you can stay on top of the game. Let’s get started!

Infographic The Future of Call Center 14 Must Know Statistics and Trends

Understanding Customer Expectations and Needs

As a business, it’s understandable that you want to differentiate yourself from other organizations and stand out from the competition.

As part of your plans and strategies to keep on improving, this can also mean that you outsource certain business functions to better-skilled professionals. This will allow your company to uncomplicate issues and unload you of tasks, providing you more time to focus on important matters such as maintaining high customer satisfaction.

Many technological advances are emerging and there will only be more to come. Considering the numbers and the new trends mentioned above, you could better improve processes by looking into the right metrics, using automation tools, and implementing machine learning, among others, to reduce the number of frustrated customers and elevate your satisfaction score.

Call Center Industry Trends to Watch Out For

1. Chatbots

More brands and businesses are turning to chatbots. A study shows that consumers would like to use chatbots to get quick answers during an emergency (37%), to resolve an issue (35%), and even make reservations (33%), among others.

Messaging platforms serve as the primary drivers for the growth of chatbots. Platforms that feature chatbot functions can improve brand awareness, sales or lead generation, and customer support services. What’s more, chatbots are available 24/7 and can respond almost in an instant, even when managing multiple conversations.

As chatbots utilized by contact centers get more advanced and sophisticated, they will be able to incorporate more empathy and personalization in their conversations. Implementing chatbots in contact center companies enable them to cut costs and allow agents to focus on more pressing calls while providing a positive experience to users.

2. More advanced data analytics

Prior to the introduction of new technologies, contact centers depended on their quick-thinking and experienced team leaders and managers to lead their agents and boost their performance. But, in this data-driven era, analytics and insights now influence long-term strategy development and approaches for better decision-making, identifying the root cause of a problem, and evaluating agent performance to propel the business in the right direction.

Since call center companies serve as the point of contact between businesses and their customers, it makes sense to utilize advanced analytics software and tools to churn out information from their interactions.

The data collected and studied highlights valuable insights regarding important metrics like average handling time, agent idle time, first call resolution, and more. It also includes user information, such as demographics and preferences, to help develop more effective strategies for better customer service.

3. Non-voice commerce

Conversational commerce is growing, and it’s changing the way people communicate with businesses. This convenient communication method allows customers to chat, make purchases, ask questions, and receive help from companies whenever and wherever they want.

Statistics show that on Facebook Messenger alone, people and businesses exchange 20 billion messages each month. Messenger for Business allows brands to provide support via Messenger, which is one way to simplify the customer journey. Customer service centers are exploring this new way of communication to enhance customer experience and generate additional revenue.

4. Social media presence

Customers connect with businesses on social media platforms and expect to receive a quick response. About 37% of consumers expect answers on their queries or complaints within a day. Additionally, more than 76% of people message businesses to get customer service support for a product or service.

Users go on social media platforms like Facebook, Instagram, and Twitter to talk about and get in touch with brands, which is a clear indication that you must invest in social media.

Forming your social media support teams will let you tap on more customers and foster brand communities. As such, consider including investing in training and social media management tools for more efficient, responsive, and personalized two-way conversations.

In line with this, new customer support platforms allow agents to have all of their customer interactions in one window. This platform has access to all forms of communication such as Facebook, Viber, WeChat, Twitter, etc.

5. Cloud computing

Nowadays, call center businesses recognize the practicality and functionality of cloud-based platforms as they help remote agents interact with customers the same way they would on-site. Using cloud computing applications for your contact center not only let you gather and generate data from customers, but they also do so smoothly and conveniently by making customer files accessible online.

Given this, you can subscribe or avail of a cloud-based tool on a pay-per-usage basis instead of spending a chunk of your marketing spend on IT and infrastructure. This allows brands to serve more customers and have the advantage of flexible time, as well as hire skilled agents from other parts of the world for round-the-clock support.

6. Artificial Intelligence (AI)

AI is leading the conversation around call center trends as it’s one of the more exciting and powerful technological disruptions in the industry.

AI solutions and machine learning can filter complex conversations and redirect them to contact agents for comprehensive support. It can determine the next steps when interacting with customers based on its previous interactions.

For instance, it can detect the customer’s language and tone by looking for specific keywords and utilize sentiment analysis algorithms to manage calls more accurately. This helps route calls to the skilled agents at the right time, boost agent productivity and performance, and ensure customer satisfaction.

For example, Cogito has a human-level of artificial intelligence that’s aware of all conversations and in real-time analysis as well. It studies multiple conversations and provides the best guidance for agents to converse with empathy, and confidence.

Final Thoughts on the Future of Call Centers

There you have it—the leading figures and trends at play in the BPO and call center industry. Acknowledge these new technologies and statistics or you risk getting left behind, as other organizations adapt and advance. Being a leader in the outsourcing industry means keeping up with the latest innovations to meet your customers’ expectations.

Are you looking for ways to outsource specific functions of your business? Executive Boutique Call Center is a reliable and progressive call center in the Philippines that provides excellent and outstanding service. Visit the Executive Boutique Call Center Contact Us page here and drop a message to get started.

Outsourcing Telemarketing: The Right Choice

August 8, 2019 • Jimmy Rodela • Call Center Operations

Telemarketing can be a handy tool for businesses.

Not only is it a tried and tested method for lead generation, but you can straight-up increase your sales through telemarketing.

Of course, there are other benefits you can enjoy when you have telemarketing as one of your business’ marketing arsenal.

Telemarketing Defined

Telemarketing is essentially the process of generating leads, gathering marketing information or making and closing a sale through the phone, fax, internet, as well as via video conferencing.

It can also include contacting people to raise money for charity and carry out surveys.

Benefits of Telemarketing

While telemarketing has become a popular tool in growing businesses, it also has its fair share of controversies due to its misuse. But negative publicity aside, this strategy continues to be widely used, and when carried out correctly, the advantages drowns out all negative feedback.

1) Gives Immediate Feedback

Being able to immediately measure your customer’s level of interest in your product or services is perhaps the number one benefit of telemarketing. Receiving direct and immediate feedback allows you to realign marketing campaigns, improve customer service, and develop new products and services.

2) Involves Human Interaction

Not only is the telephone an affordable and a statistically accountable communication tool, but it is also a very intimate and personal one, with two people talking to each other.

3) Has Wider Reach

Telemarketing allows you to reach a wider audience. It reaches not only your intended audience but also those who are on the other parts of the globe, as well as your not to internet savvy consumers.

4) Provides Measurable Results

One of the best things about telemarketing is that the results can be analyzed and measured. It gives you insight into how successful (or not) your campaign has been and which strategy actually works.

Outsourcing Telemarketing

Deciding to outsource your company’s telemarketing efforts will multiply your benefits even more.

The list that follows are just some of the advantages of outsourcing telemarketing.

Frees up your time

By delegating your telemarketing campaigns to a professional third-party vendor, you can focus all your attention and energy to core business functions.

Increase in Productivity

With more time on your hands to zero in on core business matters, the rest of your team will also be able to focus on their assigned tasks, increasing their productivity.

Worry-Free Budgeting

With outsourcing, you can forget about worrying that you will go above your budget because you pay a fixed amount as agreed with your outsourcing partner.

Brings Huge Savings

Outsourcing eliminates the need to invest in equipment and infrastructure because your outsourcing partner already has the cutting-edge technology in place to support your telemarketing needs.

It also saves you office space since you won’t need to house a team of telemarketers.

Perhaps the most significant savings will come from not having to spend on recruitment and training, as well as paying employee benefits. You will be tapping into the manpower coupled with the industry experience of your outsourcing partner.

What’s Next?

Executive Boutique offers a full range of telemarketing services, both inbound and outbound, from customer service, technical support, sales lead generation, and market research.

We offer high quality, professional services at affordable rates with flexible month-to-month options.

So contact us today for your free non-obligatory quote.