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VoIP + CRM = Better Customer Service

VoIP + CRM = Better Customer Service 5692 2684 vir3589yuhgutrhs

 

From the sales team to the support team, a centralized CRM tool helps provide a better customer experience for each person who calls your business. Integrating your CRM database with your VoIP system lets you see all customer details right when they call, so you don’t have to spend time searching while speaking on the phone.

This integration contributes so much more than caller ID, and your entire business will benefit.

Centralized Customer Data

Depending on your CRM (and if the team takes good notes), when a customer calls, your call center will see the sales and call history associated with their phone number.

As a support team, this information tells you if the person has called multiple times about different (or the same) issues. Your sales team will see the customer’s purchase history and any products they’ve considered on your website to steer the customer toward the next sale.

Many support calls and chats require the customer to explain the problem to every new agent they are transferred to. This not only frustrates the customer but wastes time on the phone when agents could be serving the next person. By keeping thorough notes in your CRM, even if the customer calls back the next day or next month, they’ll be pleasantly surprised you recognize their name and their problem.

Better Call Center Data

Call center managers rely on data beyond the time it takes to answer a question and resolve an issue. They also consider the tone of the agents, and whether the customer was satisfied with the solution. Some services allow you to attach a call recording or transcription to the customer profile, which helps managers sort out conflict on problematic calls.

Attaching a call recording or transcription also gives the next agent a heads up on what to expect in the conversation if a customer calls back.

Marketing Insights

When a marketing team implements a campaign or sales funnel, combining CRM and phone call data gives a full picture of the customer experience. With proper documentation, marketers can review when in the funnel a lead called the sales teams, and with call recording or good notes, they can better advise the team on how to close the next deal.

Bringing the marketing and sales team together offers incredible value for campaigns going forward, as well. Each piece of addition data gives the teams a better understanding of their customer – hearing objections and considerations in a customer’s own words.

CRM Considerations

While the potential for data within your CRM feels endless – the data you get out is only as good as the data you put in. The sales and support teams need to be trained and continually reminded to add all the necessary information to the customer profile.

If you have a very busy call center, you might need to check out the transaction volume for your CRM service. Because each call will be searching the database for customer details, you won’t want the service to slow down when you need it.

Viirtue Integrates with Your CRM

Whether you use Salesforce or another CRM software, Viirtue integrates with many platforms to make your VoIP experience seamless. And if you think you or your clients need start utilizing their CRM to its full potential, talk to us about how this integration can save time and help more clients every day.

Microsoft Teams: Keeping Your Office on the Same Page

Microsoft Teams: Keeping Your Office on the Same Page 1366 644 vir3589yuhgutrhs

 

The latest app from Microsoft improves communication within companies by adding secure chat to the software. With more people working remotely (and finding themselves more productive outside the office), the ability to collaborate in real time when they can’t stop by a coworker’s desk makes everything easier.

How Teams Works with Office 365

Unlike standalone chat platforms, Teams creates a hub for sharing any file and collaborating on a project within your group. Users can access and edit any OneDrive file without leaving the app, making it an obvious choice for companies built on Microsoft tools.

Teams also connects with OneNote online, building a Notes tab without leaving the app so users can work all in one place.

Not only does Teams work seamlessly with everything Office 365, but it also provides higher level security and customizable third-party services to integrate with each aspect of your business.

Why Businesses Need Chat-Based Solutions

Companies need better solutions for meetings, especially when expanding to multiple offices or through remote workers. Video conferences combined with document sharing makes it easy to plan a presentation or project and keep everyone on the same page, no matter their location.

When companies start using chat, they also discover the benefit of fewer emails. Unread emails pile up quickly, but a short conversation can be moved to their chat channel for a quick answer without clogging the inbox.

Teams also provides to send GIFs, emojis, and customized memes… but that may not be as necessary to productivity.

Teams Compared with Skype for Business and Slack

When you think of company chat services, you probably think of Slack. Skype for Business is another popular option for chat and conference calling and is already owned by Microsoft. So what makes Teams different?

Skype for Business

While the plan may be for Teams to absorb Skype for Business by 2021, the platform continues to grow each year as companies look for the VoIP elements missing from other chat services.

Unlike Teams, Skype does not have threaded “persistent” conversations. Meaning, when you close a chat window, the chat history is closed with it. Users also prefer the sleek chat box and the ability to work with the many users already on Skype, who haven’t transferred over to Teams.

Fortunately, voice phone calls and video calls have all been included in Teams, and Microsoft is committed to maintaining the Skype servers to manage that side of the software. Users can also access Skype for Business through their web scheduler, so they can have meetings with companies still on the Skype platform.

If your company is just starting out with chat, the best option would be to start with Teams instead of Skype since you will need to migrate over eventually.

Slack

While Slack is popular with small businesses that don’t rely on Microsoft products, it can’t offer the same security. If you work in a regulated industry such as healthcare, Teams launched with HIPPA compliance and other security features, although IT professionals onsite will need to ensure protection from data leaks and account compromise.

For companies already using Office 365, Microsoft includes Teams in their membership. Slack has a popular free version, but only allows 1:1 conferencing with an upgrade required to video conference with more teammates. The free version of Slack also does not include screen-sharing, which comes with every level of Teams.

IT professionals find that many companies are using Teams and Slack simultaneously, sometimes just because a team adopted for their own specific group. But using multiple apps creates too much maintenance for the IT team, and companies want to streamline down to one chat option.

“If every team is collaborating in its own way, that can create chaos,” says analyst Blair Pleasant. While the actual number of active user remains unclear, Teams has surpassed Slack in downloads.

Combining Teams with Viirtue

Whether your clients work across the country or across the office, Microsoft Teams adds a valuable collaboration opportunity to everyday tasks. Combine the functionality of Teams with the power of Viirtue’s network (we’ve never had an outage yet!) for unmatched productivity.

Valuable VoIP Reports for Every Department

Valuable VoIP Reports for Every Department 5692 2501 vir3589yuhgutrhs

Despite the ease of finding information online, many customers still want to speak directly with an agent when they have an urgent problem to solve. As an IT provider, when your clients set up a new call center or even simply transition over to a new communications provider, reporting can have a surprising impact on the purchase decision.

Because “what gets measured gets improved,” clients need to know if their customer service or sales teams are hitting the KPIs – and they can find all this information in call center reports.

How Every Department Utilizes Call Reporting

We know managers of a call center utilize these reports the most often, tracking the minutes on hold and the time an agent is not on a call. But every department can find a use for the reports offered inside their VoIP platform.

Marketing

While it may take some time to learn the terminology and build the best reports, the marketing department benefits significantly from reviewing call center data.

First, they could analyze the locations their customers call from, learning what cities have the highest demand or respond well to their promotions. Marketers are also interested in campaign details from their call center to determine the return on investment on a promotion. Agents can report if a customer called because they saw a TV ad or a sponsored post on Facebook.

A marketing team would also look at business outcomes (average sales per agent or revenue per call) compared with operational data. For example, they need to ensure their agents don’t miss opportunities to upsell by trying to keep average call length short. Adjusting this focus can lead to more income for the business overall.

Marketers also review abandoned call rates to discover where they lose customers during the process. Adjusting a script or the attendant prompts could keep customers on the phone longer.

Executive

The executive team takes a higher view of call center reports, comparing them to the overall goals of the business. Many times, executives don’t need real-time data, but instead, want to pull the same report each week to track improvement and identify long-term trends in performance.

An executive report would combine the call center data with sales and marketing to see where each department fits in the budget. A call center can be a significant expense – between staffing and IT infrastructure – and managers need the data to prove the investment is worth it.

Personal Productivity

Unless they work in a call center, most employees overestimate the amount of time they spend on the phone during a typical workday. With a report of their own phone usage, users quickly learn how many calls they made or received during the day, and the total time they spent talking on the phone.

Tracking phone usage throughout the workday can help employees manage their productivity and plan their days for fewer interruptions. Users can even record their calls to evaluate their performance and improve on their tone of voice, inflection, scripting, and sales skills.

The Best Reports for Call Centers

While customer service is always a top priority for businesses, a call center needs to focus on a few other metrics in order to meet their goals. However, managers should balance agents’ operational data with the overarching business goals to get a full picture of the service they provide.

Back to Basics

When a company plans to build a call center, determining the number of agents can be tricky. With trend reports on the time and day most calls come in, they can decide to staff more people during those times.

After hiring new agents, the manager tracks the average talk time, hold time, and after call work to make sure the new hire has been trained well to answer questions quickly. Managers also consider how long the agent has been on the phone that day in case they need a break to handle calls more efficiently.

Advanced Reporting for a Call Center

Customers want their questions answered quickly and usually prefer to talk to an agent over an auto attendant, but the right questions can still get them to the right place without giving up on the call. While abandonment rate doesn’t impact an agent specifically, the report can benefit the company overall.

Call center managers also incentivize their team with real-time data and rewards for job performance. These reporting dashboards can empower agents to improve through competition between groups or individuals.

Viirtue just released ViiBoards, an advanced dashboard with customizable dashboards featuring data cards for each reporting feature. With stats available as line graphs, gauges, tables, or grids, your client can see all their information with a glance.

Multiple boards can be created – whether they need to track the entire call center, a group, or even a single user. Then the client can share the board to make sure the right people are all on the same page.

If you’re managing a call center for your client, contact Viirtue about creating Viiboards and providing the best reports for your users.

Syntel Solutions is now Viirtue

Syntel Solutions is now Viirtue 1349 512 viirtue.com

Syntel Solutions is now Viirtue!

Good morning,

We have big news and value our clients, so we wanted you to be the first to hear. We’ve rebranded effective January 1st – Syntel Solutions is now Viirtue!

As many of you know, our services and offerings have expanded immensely over the past few years. With this growth, we started to look closely at who we are, what we stand for, and how we can best support clients like you. It became clear that our name and brand did not accurately represent our mission or core values…..so we changed that.

We feel that

‘Viirtue’

represents who we are now and who we will continue to be for you and the rest of our community. Our focus is your growth, so we are thrilled about this change and what it means for our clients.

If you have questions or want more information, feel free to reach out – I’d love to hear from you.

 

Thank you for your continued support,

Rob Finch, CEO

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