Call Center Software Solutions infographics

CALL CENTER SOFTWARE SOLUTIONS Planning, investment, decision making, innovation, return on investment, customer acquisition... everything matters in the parlance of business, but there is even more important thing that downplays all, and that is the raison d'être of all. Any guess? Yes, its customer satisfaction. 91 per cent customers with poor customer service experience never return to a brand for any repeat business. Fonebell digs deeper to understand the challenges, and brings ideal call center software solutions customized for every need and every situation. Why does a caller call? Enquire about the product/service Request for a new product/service Raise complaints about the product/service availed What does a caller expect? Getting quick and easy access to the service provider Getting the right resolution A. CHALLENGE IN FRONT OF A CALL CENTER: INCREASING TCO (TOTAL COST OF OWNERSHIP) FONEBELL'S SOLUTION>>> А. REDUCED SETUP & MAINTENANCE COST Hardware costs - Minimum Repair & maintenance - No Hardware upgrade - No In-house IT department - No Call costing - Free (Covered under Internet Plan) B. PAY FOR WHAT YOU USE • Add/remove numbers anytime - yes • Add/remove extension anytime - yes • Configurable with PCs/mobiles - yes B. CHALLENGE IN FRONT OF A CALL CENTER: INCREASING CUSTOMER ACQUISITION COST FONEBELL'S SOLUTION>>> a. ROUTE CALLS BASED ON AGENTS' SKILLS Pass more calls to your star closer, or pass fewer to your underperformers. b. IMPROVE WORKFORCE EFFICIENCY. • ACD to route calls automatically to the right department or person • Active monitoring to see how agents are responding to callers. • Auto attendant to respond to callers • Make a call to ring multiple agents. • Multiple auto attendants to handle more callers c. TRACK EVERYTHING THAT MATTERS • Abandoned calls • Completed calls • Hold time Average call length • Agent productivity C.CHALLENGE IN FRONT OF A CALL CENTER: INCREASING CUSTOMER CHURNING FONEBELL'S SOLUTION>>> a. AGENT CALL RECORDING • Tracks agent's behavior and approach towards the caller • Tracks the quality of service delivered to the caller • Brings insights into the business ecosystem • Helps with training purposes b. CALL BARGE/MONITOR • Provides real-time reporting of a conversation. • Ensures the compliance and adherence to service level agreements Impact on the business bottom-line • Increases customer acquisition and sales • Increases customer satisfaction • Reduces customer churning • Increases ROI (return on investment) Fonebei Communicating Business