Follow by Email

Sunday, April 26, 2015

5 ingredients to improve your call center effectiveness

Business communication is handled by the people who talk to the customers directly. Very often we hear about the difference between the top management who makes Policies and the employees who are making conversations with the customers. Many a times these policies that are made by the top management are not passed on properly to their junior employees, or monitored by the top management to ensure these policies are in place. Having the Quality Management in place can help the organization ensure quality in their business communication with its customers. Quality management has become an essential monitoring for all business calls.
Flickr


In order to ensure that the strategies framed by the top management reach its customers, there need to mechanism which ensures continuous improvement with its ground level staff which represents the company to its customers.
CloudAgent’s quality management features allow organizations to constantly monitor the conversations of ground level staff. 







Some of the secret ingredients for effective call management are:
  1.       Adopting a universal philosophy of Sign on. Quality has to be a Central thought. CloudAgent offer’s a universal sign in policy for its employees. The management can see the amount of the time spent by its employees on calls. This can show if the resource allocated to a particular process gets utilized effectively.
  2.        Culture Leadership: Organizational leadership is like spokes in a cycle tyre. The top management has to be aware of what is happening in each of their processes. Even if one spoke of the tyre is missing, would affect the productivity or the organization. CloudAgent help the management ge the complete view of the organization. It give 200+ reports which can be scheduled or evaluating the performance.
  3.       Training employees: Training employees on new and the existing policies can ensure that every employee in the organization is in the same page. Ongoing weekly or monthly trainings can increase the depth of the conversations they can have with their customers.
  4.        Encouraging Team Work: Employees learn quickly from their peers. Creating and encouraging the culture of team work and payoff as many employees would not want to go back to their seniors for every question they want to get clarity on. Many of the small questions can be address at a peer level itself.
  5.        Introduce Self Evaluation Criteria: Assign/define performance matrix for employees and ask your employees to take up self evaluation tests. Many companies consider self evaluation as a good learning tool. It can also act as a powerful building blocks to quality improvement

For enquiries please send us a email to sales@ozonetel.com or call us at 1-800-200-0820

Monday, April 20, 2015

Integrate Freshdesk with Cloudagent Call Center Software

Cloudagent provides deep integration with Freshdesk. Now your support agents can combine the advantages of Freshdesk with the ease and flexibility of Cloudagent contact center software. Details given below


Ozonetel's Cloudagent Integrates With Freshdesk
Freshdesk and Ozonetel have partnered together to provide a comprehensive solution for businesses to manage their customer communication online and offline. Ozonetel has successfully integrated its Contact Centre solution, CloudAgent, with Freshdesk software to add telephony to the offering. With this integration, the calls can be handled intelligently and efficiently by the call center agents. The agents can view the tickets raised in Freshdesk and can greet the callers by their names, request them to enter their ticket ID and provide the ticket status to the callers. The callers are routed intelligently to the appropriate call agent based on the nature of the ticket. The integration provides businesses with a cost-effective, enhanced customer management solution.
Manage Costs & Improve Efficiency
The cloud piece of this is a major attraction. With more and more companies moving to the cloud for plug & play solutions that can work without installing any software or hardware, this type of integration in many instances is becoming a necessity. The Ozonetel's CloudAgent integration with Freshdesk provides what is characterized as "an immediate, market-ready solution at a fraction of the cost of other providers." The joint solution is aimed at contact centers as the additional functionality provides a unified view of distributed contact centers across cities or countries with simple integration points and little overhead. This is designed to both increase productivity and cut costs.
RaviRaj Chauhan from Aspring Minds says, "All the registrations done from the website are recorded on Freshdesk. These are then uploaded on the Ozonetel platform and the Ozonetel platform dials out to the registered users/customers to complete the registration process. The Ozonetel and Freshdesk integration is very flexible and we don't have to buy any hardware and software. Our agents can start dialling using a URL. We can ourselves design the calling pattern whether outbound or inbound using this solution. Aspiring Minds used inbound calling largely for support and outbound calling for marketing and sales for all registrations done on the website."
About Freshdesk: 
Freshdesk is a Cloud-based customer support software that helps businesses across the world make customers happy. Launched in 2010, Freshdesk has helped over 30,000 customers across the world, including 3M, Honda, Hugo BossUniversity of Pennsylvania, The Atlantic, and QuizUp to deliver exceptional customer experience. It lets companies efficiently categorize and prioritize issues, get as much information as possible about customers upfront and build a community of passionate customers through key features - multi product support, SLAs, automation features, a knowledge base, a self service portal and community forums presented in a simple and user friendly way.
For more information, visit www.freshdesk.com or follow on @freshdesk
About Ozonetel:
Ozonetel, a Telco-grade CaaS (Communication as a Service) platform on the cloud enables its customers to continuously engage with their customers throughout the customer life cycle through marketing, sales, support and retention programs. Ozonetel is the only Telco-grade multi-channel (voice, video, chat, sms) communication platform on the cloud in India. A business does not need to make investment in any on-site technology and in an IT team to manage and upgrade the communication piece. A business can expand globally in minutes with Freshdesk CRM and Ozonetel.
For more information, visit www.ozonetel.com or follow on @OzonetelSystems

Thursday, April 16, 2015

How Can Real Estate Companies use a call center solution to optimize sales

What do Housing,Proptiger,Commonfloor have in common? They all use the Cloudagent contact center solution :)

The Real Estate industry is fiercely competitive, especially among the various brands, and apart from the obvious service differentiation, it is forced to differentiate themselves in areas that influence the customer service performance. As the consumer’s primary touch point is a call centre every incoming call is business lead. This makes it absolutely necessary to employ a strategy that provides customers a defined expected treatment every time he/she calls. Customer should be absolutely sure that if he calls up customer call centre he will be able to get his job done with minimum effort and time.


Optimizing the Marketing Activities of Real Estate

v  Instead of using just one number on multiple advertising channels, Cloud Agent can help you in dealing with each telephone number for each channel to measure the effectiveness of a channel and maximize the ROI
v  CloudAgent can also be useful to call back the dropped off customers with new deals/offers to get them be a potential buyer


CRM Integration

v  Using CloudAgent.in, you can integrate your Inbound and outbound calls to your CRM. This can help you in effectively managing your Lead Management to see which calls what are the total number of calls, which once have not been attended by your sales agent. This practice also help you in single sign-in between your CloudAgent and your CRM.
v  CloudAgent can also be useful to avoid multiple agents calling the same customer. You will have a facility to route your calls for a better call management



Regional Dial-outs

v  Many Real Estate companies advertise in multiple regions across the country, when they have multiple projects running, give the phone number of their Head office where they have their customer care team. This would be a burden for the customer to call from other regions as it would be a STD call.
v   Using the Cloudagent, you can give the regional numbers of each state and still manage all these calls at one location.

Relationship Manager

v  Large Companies, usually after the down payment is done will allocate a Relationship Manager to each individual customer.
v  Many a times these companies give the direct number of the Relationship Managers so that they can be reached without dialing the corporate number.
v  In such cases the company cannot monitor the status of the conversation happening between them.
v  Using Cloud Agent the company can give its customers only one number and the routing of calls to respective Relationship Managers can happen automatically.

Lead Nurturing

v  When there is advertising activity happening over different medium’s. Real Estate companies give their numbers for the agents to reach them. When the reach of the advertisements is high, the number of customer enquiries would increase and it will be difficult for the agent to attend to all these calls. And many of the un-attended calls would not be recorded.
v  CloudAgent gives its customers a facility to record all the unattended calls from the customers and nurture them to be a effective customer.

Agent Rating Customers after attending calls

v  The agent who talks to their customers can judge’s whether he is a prospective customer or not. But, many a times the management wouldn't know about the interaction that happens between the agent and the customer. In the absence of the agent, the company wouldn't know the context of the customer and could lose a potential buyer.
v  In CloudAgent, you can create a structure where, as soon as the customer ends the conversation with your agent, your agent can give a feedback about that customer whether he is a Hot Deal, Worm Deal or a Cold Deal by assigning 1, 2 or 3 numbers respectively.

For enquiries please send us a email to marketing@ozonetel.com or call us at 1-800 200-0820


Sign Up for Free demo

Tuesday, April 14, 2015

CloudAgent can Increase your Ecommerce Sales. Find out How?

Photo credit:Flickr

Ecommerce in India is currently overtaken the passion of Information Technology. While Ecommerce companies may allow clients to purchase goods and services online, customers who encounter difficulties may sometimes struggle to receive assistance. There is no substitute to a live operator offering customer support when your clients need it. And with so much talk about identity theft, you need a way for your shoppers to feel secure. Even though most e-commerce transactions are managed online, there is still a need for telephone support. 24/7 customer support is the difference between growing a base of loyal customers and leaving a bad impression of your brand that could hurt your business.


 Online customers expect useful product information, access from any mobile device, intuitive interfaces, full support, a fast checkout process that accepts all payment methods, and a place to rate their experiences. They don’t tolerate screen freezes, transactional snafus or confusing menus. An effective order taking procedure is the backbone of any business that sells directly to customers.

When you advertise a phone number on your website/TV/Radio, your customers will trust in your business more and will be more apt to purchase your products. CloudAgent can help you in converting that trust in increasing your sales.

Elevate your customer experience: Have On-going training for your agents about how to convince their customer to purchase a product. Have them in the loop of the new retention management programs that the company has announced and how does it benefit the customer. Have the Agent talk to the customer from the customer perspective instead of the your company. Redesign your IVR System, Use our platform KooKoo to address usability issues while complying with the complex call routing rules caller.  Once the caller responds by making a missed call, CloudAgent records the input and updates required for your business.

Order Management/Order Processing: Order processing is been the biggest worry for every customer, especially when the consignment doesn't reach him with the time frame. With Cloud Agent you can Integrate your existing sales CRM to CloudAgent. Quickly locate Customers previous information, reduced data entry requirements.

Click to Call Features: This feature of Cloud Agent allows you to run simple inside sales, with end-to-end call tracking and analyses. This feature is very useful to reduce most of your manual work and optimize your agent productivity.

Missed Call Services: This feature can be a very useful feature to customers who are not used to make online purchases. They can give a missed call to the number advertised on the website and talk to the agent and gain credibility of the website. Another method to effectively use the missed call services is to give feedback of the website services once the consignment is delivered to the customer.  Once a consignment is received by the customer, the customer gives a missed call to the given number for feedback and the agent calls back the customer. Once the call is finished, CloudAgent fires SMS to caller requesting for feedback using a MISSED call process.  No cost to the your dashboard. Advantages of Missed call services at CloudAgent are;
  1. Immediate feedback about the website process or about service
  2. Identify top and bottom customers as perceived by the callers
  3. Identify hidden calling patterns and customer grievance patterns
  4. Very important feedback loop established immediately after the delivery of service or Call
-----------------------------------------------------------------------------------------------------------
Please find more information about our products at http://www.ozonetel.com.
For enquiries please send us a email to sales@ozonetel.com or call us at 1-800-200-0820

Wednesday, April 1, 2015

5 tips improve agent efficiency in your call center

Agents are the costliest resource in a call center. So make sure they are efficient and are provided with the right tools. Here are 5 tips to improve your agent efficiency:
Photo Credit: Flickr

1. Well designed IVR: A properly designed IVR frees up an agent for more important tasks by taking care of the most common requests/complaints. You can read about it more at http://blog.kookoo.in/2015/03/importance-on-ivr-flow-in-call-center.html

2. CRM integration: Your call center software should integrate with your CRM and provide the right contextual information to the agent so that he/she does not spend time in trying to search for the customer information after the call lands.

3. Click to call: This allows an agent to connect to a customer directly from the CRM screen, saving time.

4. Dialers: These are a must if your call center is running a sales process. Feed the dialers with a list of numbers and let the dialer figure out the optimal agent assignment. You can use preview, progressive or predictive depending on your use case.

5. Shortcuts: Remember, your agents are your power users. So give them the power tools. Your call center software should have well defined shortcuts for the most common tasks. Call transfer, hold, customer info pop etc should all be just a key press away.

Remember, when it comes to agent time in a call center, every minute counts.

Sign up for Cloudagent and improve your agent efficiency.


Friday, March 27, 2015

Importance of an IVR flow in a call center

One of the most overlooked factors in implementing a call center is the IVR flow. Though we have one of the most powerful cloud telephony platforms,KooKoo, which allows you to create any IVR flow, many of our Cloudagent customers choose to just welcome a caller and connect them to an agent.

An agent is the most costly resource in a call center and we should make judicious use of their time. A well designed IVR does just that.

Callers usually call for some information. If an IVR is intelligent enough to identify and give the information to the caller, the callers will be happy and your agents will be free to handle the more important calls.

We will look at some good design principles for IVR design


  1. Personalize the IVR. Greet the caller by name.
  2. Reduce the depth of the menus. More than 2 is not suggested or your callers can get lost in a menu maze.
  3. Provide enough queues. Play queue position and provide option to caller to get a callback.
  4. Play contextual information instead of the default hold music while waiting in the queue.
  5. Observe patterns of menu usage and move most used menus up.
  6. If more than 80% callers are calling for a particular information,make that the default. Play the details first and take them to the menu later.
  7. Always provide an option for easy navigation to the top and previous menus. 
  8. Provide options for the caller to quit at any time and receive a callback.
  9. Have good defaults for noinput and nomatch for DTMF inputs.
  10. Do AB testing of multiple flows
Check out different solutions on our site Ozonetel and design the proper IVR flow for your customers.

Wednesday, March 18, 2015

Tracking your Marketing ROI using Cloud Telephony

We at Ozonetel have come out with a new tool that can help you track your marketing ROI. The general customer flow goes something like this:

1. Customer searches on the web
2. Customer clicks on your ad.
3. Customer lands up on your site.
4. Customer browses the site.
5. Some customers call.
6. Some of them buy and some move on.

Now, the web tools like Google Analytics, Mixpanel, Kissmetrics etc allow you to track the flow from start to end and you can make optimizations on how make more people buy. The problem comes with step 5 above.
What happens with the customers who call?
Did they continue on the site after the call?
Did they leave after the call?
What was told in the call?

There can be lot of optimizations done to handle the customers who call and this is where we come in. We have a simple tool which will help you track this communication.

We enable this by sharing a simple javascript code which you put in your landing pages corresponding to different campaigns.

So when customers visit your site and call your call center we track that and update your analytics(Google,Mixpanel etc)

So now your callers can be tracked just like your web visitors as shown below.


Get Caller details and other info right in Google analyics. Get information about realtime callers to your call center etc.
This works best with our call center product Cloudagent.

If you want to try this out for your campaigns, just drop us a mail at sales@ozonetel.com or go to http://ozonetel.com/signup.html