Contact information is the basis for a long-time success of any business enterprise. However, for this to happen, the entire contact information record should be up to date. That’s the primary reason why most companies install the call center software in the process to separate inactive or erroneous contact details from the rest.
Poor-quality contact information could be detrimental to the longevity of any firm. With a wrong database in place, a company may feel it has a long list of contact details of prospective customers when actually the details are either wrong or modified. Utmost effort should be exerted to extract right data from customers.
1) Physical Infrastructure: Keeping a record of consumers’ contact information has a lot to do with the nature of the physical infrastructure that a company has it in its office.
Obsolete software and computers could be incapable to manage the DBMS (Database Management System) in a meticulous manner. Contrarily, if the company uses sophisticated calling devices in the process – better will be its efficacy.
2) Proactive Employees: An HR manager has to exercise maximum caution while recruiting new staffs for a call center. Contact center employees are the fulcrum of the entire customer support services.
They should be proactive and personally dial the customers to verify whether their contact details are still active or not. In some cases, if a personal visit to customers’ homes are required, then the same should not be ignored keeping in mind the intricacies of the customer support services.
3) Record Maintenance: Telecallers should keep a track record of all incoming and outbound calls made from the call center. The latest survey has confirmed that more than 65% of the customers feel delighted when call center executives personally make a call to them to know if there is any change or modification in their contact details.
4) Voice Data Record: A contact center should keep the entire voice data record of its customers and callers in the system for future reference. Around 89% of customers have stated that they find it ridiculous to repeat their problems to telecallers.
So, voice data record helps the contact center know the actual requirement of the customers and their grievances basis on which further resolution can be found.
5) High Work Ethics and Motivation: All call center employees should be able to take their tasks seriously. A team leader must ensure that the proper execution of work ethics is followed at his call center. He should motivate the telecallers from time to time so that they stay committed to recording the correct information of customers during the working hours.
The latest consumer statistics have confirmed that 80% of the companies have admitted that maintaining a record of correct information of customers at a call center is a big challenge.
Case Study
An insurance firm has just launched its business a year back. For the first two months, the firm did everything possible to gather leads. Its strategies worked well. The firm garnered good responses from the customers and recorded their contact details in the best call center software.
The firm asked telecallers to categorize the entire data into active or verified and non-active ones. The firm owner knew it well that all contact details can’t be accurate as customers are always in a hurry while furnishing the details.
Due to the lackadaisical attitude of the staffs, the owner was forced to outsource his contact support works. The outsourced telecalling agent installed advanced call center solutions for lead generation purposes.
The call center firm followed a routine exercise and analyzed customers’ numbers. If they were less than 10-digits, then such numbers were bound to be erroneous. Using call center software solutions the company filtered out the correct numbers and discarded the rest.
Then the insurance firm proceeded with a list of all active numbers and tried to convince them about the USPs of insurance policies.
Some customers also asked the telecallers to call them in the future. The contact support executives used the latest online call center software to ensure a proper recording of a large number of contact details without any data or technical errors.
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