Technology is transforming the entire gamut of marketing activities these days. Every organization or firm pursues the connection of first party and third party data to augment more sales for the firm. New marketing options are created by outbound promotional campaigns using the call center software in the system.
Now, consumers are always busy, and they want an astute resolution to their queries or complaints. The recent consumer survey has stated that around 65% of the customers, these days, mostly, belong to 18-40 age brackets. They are always in a hurry.
A slight delay in attending their queries could immediately let a firm to lose its customers.
1) Understand the Outdated Marketing Practices and Respect Them: The foremost challenge before a firm is to understand the obsolute marketing practices.
Unless an entrepreneur is well-versed with the outdated sales techniques then how could he adopt newer technological innovation to the firm?
The 2017 consumer statistics on marketing innovation have claimed that around 70% of the firms believe that need to augment their sales more by installing appropriate technology in the firm.
2) Understand the Benefits of Technological Changes and Execute It: Once an entrepreneur has realized the problems of technological innovation pertaining to his business, now it becomes the responsibility of the firm to execute his strategy properly in such a way that technology could be accommodated.
The latest statistics of 2016 have claimed that around 85% of the customers feel highly satisfied when a company offers them enhanced customer services utilizing the modern technical equipment and market driven strategies.
3) Listen to Consumers’ Feedback Well and Pay Attention to Them: With the passage of time, garnering customers’ feedback has become more difficult. Now most customers are in a hurry, and they do not have time to elicit their feedback about a company’s products or services.
It is becoming an onus for the call center executive to chat with the customers in such a way that his view and feedbacks automatically get stored in the system for further action by the sales team.
4) Excellent Communications with Customers with a Humane Angle: Outstanding communication is the basic pre-requisite of a successful enterprise.
No matter, how much advanced and superior technologies a firm utilizes within the processes, without initiating marvelous communication strategies with the customers, such firms can’t get enough success.
Apart from making the call center staff familiar with the IT framework of the enterprise, they should be also taught the nuances and basic calling etiquette in the contact center works leading to successful communication.
Case Study
A premier educational institute was launched some four years back. The institute was highly popular for its quality faculty and superior personal contact program with the students to help them whenever they need. However, in the last six months, many things have changed.
The principal of the institute forgot to install the best call center software in the process. He thought that the obsolete technology was enough to resolve student’s queries but that was a big mistake.
As the exam came nearer, the institute started receiving a lot of queries. However, poor infrastructure and non-integration of the advanced call center solutions within the system led to the abrupt disconnection of several calls.
Finally, the contact center team rushed to the management to tell their problems.
The management fixed an official meeting with his IT team to come out with a meaningful solution.
After analyzing the institute’s physical infrastructure, the IT head informed the director that the problems of inconsistent network and slow internet connectivity were mainly happening due to the use of the obsolete technology in the process.
Soon, the company’s entire network infrastructure got revamped by the installation of the advanced call center software solutions. Within a couple of days, the institute returned to normalcy.
Students were provided answers and effective online instructions instantly over a live chat window on the company’s website and telephonic support.
The use of the online call center software in the institute acted as a multipronged strategy for the company to win learner’s faith once again. Now, the institute was better able to offer online assistance to students 24x7.
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