Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank.
The Contact Center Guide to Managing Spikes in Call Volume
But how can a call center save money when all signs point to a) rising costs; and b) the need for increased support to handle excess inbound phone inquiries? The simple answer is to hire more agents, but as any experienced contact center manager will tell you, spending time and money on sourcing talent often leads to making a call center even more expensive.
Never fear: there are alternatives, many of them related to outsourcing, upgrading, and optimizing your call center for the 21st century.
7 Ways to Lower Your Call Center Spending
1. Add remote call center teams.
Extend your office beyond its four walls by outsourcing your call center agents, locally or offshore. Having a backup remote team when disaster strikes, or at least when unpredictable call volumes rear their heads, brings peace of mind to agents. They can also lower your customers’ frustration levels and time spent on hold.
Not convinced offshore outsourcing is the right move for your business No problem: many outsourced remote call center teams can provide their professional services right from the US or Canada.
2. Reduce telco costs by offering call-backs.
Too many calls and not enough time to answer them? Forcing customers to wait on hold for hours on end? You may be surprised to learn: there’s a better, cost-saving alternative to this scenario that can ultimately eliminate hold time for good.
By offering call-backs, customers are empowered to save their place in the phone queue, hang up, and receive a call-back when the next available agent is free. The business case for call-backs is clear: they smooth out call spikes, improve the customer experience, lower your telco costs, and reduce abandonment rates.
3. Save time and money with an overflow handling service.
Overflow handling services are cost-effective and ensure that agents are always prepared for call volume spikes, saving you customers you would have otherwise lost on abandoned calls. Overflow services also improve the customer experience and ultimately support your business’ bottom line. Plus, this type of outsourced call center support can positively impact on your CSat scores and your overall customer experience ratings.
What is Call Overflow Handling?
4. Modernize your existing phone system infrastructure.
Opting for time- and energy-saving phone system options is worth a budget-savvy call center manager’s time. These features can incorporate call routing, log calls more seamlessly, and improve multichannel responsiveness.
Choosing an automated technology that easily integrates with your current customer service infrastructure can help with voicemail, IVR, and other features. Plus, it will help you hold onto your hard-earned dollars and ensure that your call center is ready for what your work week has in store.
5. Work with what you have: invest in training-up your agents.
An informed and highly-trained call center team makes for a better operation. If you notice knowledge gaps and challenges in your agents’ ability to handle peak periods, it may be time for a training tune-up.
As an alternative to outsourcing, try reinvesting in your existing staff with a refresher on customer service technologies and processes, and incorporating gamification as part of that process. Or, you could source training organizations like CSPN to provide support. Regardless of your approach, it’s important to arm your staff with the tools and confidence needed to assist your customers.
6. Take advantage of AI to better predict call spikes.
Today’s contact center intelligence is more than equipped to anticipate call overflow periods. Automated call center AI now provides call centers with extremely accurate forecasting of call volume patterns, and are thus instrumental in helping call centers properly schedule their agents in advance of peak periods. Even better, these types of predictive technologies are far more affordable than ever before.
Top Contact Center Technology Trends in 2021
7. Offer self-service to your customers.
Lower the amount of time your contact center staff spends trying to scale a mountain of backed-up incoming calls. Customer self-service solutions like Bright Pattern can help by managing self-service features like calls, chats, emails, and SMS/text messages. By investing in omnichannel solutions, your contact center can save money on dropped calls and better serve customers on their preferred communication line.
Luckily, there are many options to help you avoid spending even more money on expensive call center operations. Smart phone systems, outsourcing services, call-backs, and call center technologies can better equip your busy customer support center for success while saving you time, money, and the headache of unsatisfied customers.The post Blog first appeared on Fonolo.
Author: Franz Malten Buemann
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Upgrade Your Call Center with These 7 Cost-Effective Methods
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You can’t beat the algorithm
When a new medium shows up that allocates attention, someone comes out ahead.
They win a Google search, amass a ton of FB followers, hit the jackpot on Twitter or even Clubhouse.
“They picked me!” and the attention feels inevitable. Others see the pennies from heaven and rush in to follow, eager for their share of traffic.
But there is no “they” and you weren’t picked. The algorithm needs to send attention somewhere, and for a while, it sent it over there. But it almost certainly won’t last. Because the ecosystem is changing, all the time.
You can’t post on a same platform twice, because the second time, it’s not the same platform as it was last time.
We have a chance to do work we’re proud of, and to do it for people who care. And maybe we can do it in a way that will lead them to tell the others. Traffic from an algorithm isn’t the point, it’s a random bonus.
No sense being a puppet, especially if you can’t be sure who is pulling the strings or why.
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B2C Solution Architect Certification Guide & Tips
Senior level 2-3 years (as a Solution Architect) Platform App Builder, Integration Architecture Designer, Marketing Cloud Email Specialist 400 For architects who have the knowledge, skills, and experience architecting and driving multi-cloud solutions that span the Salesforce Customer 360 Vision and Platform. (Functional/technical experience with… Read More
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Proven Psychology Tactics To Drive Sales With Content Marketing
Marketers actively use psychology to sell. It is much more effective to use background knowledge in human behavior than trying to figure out every customer and hope for the better. By learning psychology tactics, marketers are able to sell more, connect with customers on all levels, and show that they truly understand their struggles and…
The post Proven Psychology Tactics To Drive Sales With Content Marketing appeared first on Benchmarkemail. -
Getting Started with Salesforce Flow – Part 62 (Auto Assign or Remove Permission Set)
Last Updated on April 26, 2021 by Rakesh GuptaBig Idea or Enduring Question: Permission Sets are helpful for providing a particular set of functionalities to a user in addition to the permissions provided by their Profile. For example, you may … Continue reading →
The post Getting Started with Salesforce Flow – Part 62 (Auto Assign or Remove Permission Set) appeared first on Automation Champion. -
Getting Started with Salesforce Flow – Part 62 (Auto Assign or Remove Permission Set to Multiple Users)
Last Updated on April 27, 2021 by Rakesh GuptaBig Idea or Enduring Question: Permission Sets are helpful for providing a particular set of functionalities to a user in addition to the permissions provided by their Profile. For example, you may … Continue reading →
The post Getting Started with Salesforce Flow – Part 62 (Auto Assign or Remove Permission Set to Multiple Users) appeared first on Automation Champion. -
Developed a chrome automation tool to grow Instagram Accounts
Video of how it works https://www.youtube.com/watch?v=6TE9bjk9x5w&t=16s
submitted by /u/connasaurus [link] [comments] -
Caryn Hubbard is Buffer’s VP of Finance
I’m happy to share that Caryn Hubbard was recently promoted to Buffer’s VP of Finance. 🎉
Caryn has been on the Buffer team for over five years now and has made huge contributions in her time on the team, both as the leader of our Finance team and as a member of our Executive team. She was instrumental in our $3.3M buy back of VC investors, in helping us navigate the turbulence of the financial impact of the pandemic, as well as in launching Buffer’s annual charitable donations. She has also piloted several projects that advanced Buffer’s transparency around compensation, including multiple versions of our salary formula.
Beyond the Finance team, Caryn has overseen Buffer’s legal and compliance focus through industry changes and Buffer’s expansion. She continues to be a strong leader for the financial team and most recently has been working on our approach to liquidity and equity.
I’m so grateful for everything that Caryn does for Buffer and our team. Buffer’s financial future is more secure, and we have a more sustainable business as a result of Caryn’s hard work. She is a trusted and calming presence who is relied on to provide regular thoughtful updates on Buffer’s finances to our team and investors. You can see the most recent report here. -
Tyler Wanlass is Buffer’s VP of Design
I’m happy to share that Tyler Wanlass recently became Buffer’s VP of Design. 🎉
Tyler has been on the Buffer team for over five years now, initially joining as a Product Manager before he transitioned to our first Head of Design.
Throughout 2020, while we were hiring for a new Product leader, Tyler took on that role in the interim and did an incredible job. I’ve been impressed with how he’s juggled so much, operated at a high level, and contributed at layers from the leadership team down to the individual 1:1 level with product team members. He’s lead Product excellently, introduced new processes and alignment, and put things in a fantastic place for Maria, our CPO, to come and take us to a new level. Since working with Maria, he has formed a strong partnership and they’ve already achieved some incredible milestones together as well as jointly brought new energy to how we approach Product overall.
A key reflection I had over the past six months is that at Buffer, we’ve always spoken about Product being at the core of Buffer. We’re a truly product-led organization, putting the Product at the center of everything we do. We don’t have a sales team, and much of our growth comes through word of mouth based on our customers’ experience. With this in mind, it started to occur to me that having two Product leaders, both Maria and Tyler, within the leadership team would be the most appropriate structure going forward and help us to create the right balance and approach to strategy over time. VP of Design is not a role we previously had at Buffer, and in these first few months, it has felt completely natural and highly impactful. This decision reflects the importance we place on product innovation and quality, which is fundamental to a lot of the outcomes we are pushing for.
I’m so grateful for everything that Tyler does for Buffer and our customers. Tyler has been an awesome partner in some big decisions this year. I believe customers and all of us at Buffer are better as a result of Tyler’s significant contributions. -
How to Sell on Instagram Using Shoppable Posts
After months of testing, Instagram announced a big change to its user interface (UI) in late 2020: replacing the user “Activity” tab with the “Shop” tab, the social platform’s latest move to be more business-friendly.
It’s a big evolution from where the feature was just a few years ago. Today, it’s infinitely easier for users to shop products from brands without ever leaving the app.So, how exactly does the tool work and how can you leverage it to generate revenue? Find out everything you need to know in the sections below.
Why Your Business Should Sell on InstagramThanks to the Instagram shoppable posts feature and other supportive tools (like the product wishlist, product launch reminder, and shopping stickers on Instagram Stories), users can go through the entire buyer’s journey, from discovery to checkout.
Social media platforms are typically seen as great brand awareness tools. However, Instagram’s new integrations have made it a big revenue driver.
A 2019 Facebook study revealed that 54% of respondents purchased items in the moment or some time after seeing a product or service on Instagram.
And it’s not only direct-to-consumer brands that can benefit from using Instagram’s shopping features. A Q4 2020 report by HootSuite revealed that 36.2% of B2B decision-makers use the app to source new products and/or services.
Shoppable posts are marked with a clickable shopping bag icon that displays the product information and the “View Products” call-to-action to visit the brand’s Shop page.This creates a seamless experience for the user and allows you to advertise your products without being too promotional.
1. Meet the eligibility criteria.
There are a few eligibility requirements you must check off before you start selling on Instagram. You must:Be located in one of these markets.
Have an Instagram business or creator account.
Sell physical goods that comply with Instagram’s merchant agreement and commerce policies.
Connect your Instagram account to a Facebook Business Page.Once you meet the above requirements, follow the steps below.
2. Upload your product catalog.
Your catalog is a file that contains the products you want to sell along with their information, such as pricing and description. There are two ways to upload your product catalog:Take the do-it-yourself route through the Facebook Business Manager by manually adding the items.
Connect to an ecommerce platform partner, such as Shopify or BigCommerce. Find a full list of compatible partners here.How to Upload Your Products Manually
To create a catalog through Facebook, you must first have a Facebook Business Manager account, which is different from a Business page. From there, head to the Commerce Manager and set up your catalog.Here’s a step-by-step guide on how to do it.
It’s very important to keep your product catalog synced with your Instagram Page, and that your product descriptions and prices are accurate. If you’re running a sale or promotion, be sure to update your product catalog to reflect it.
How to Upload Your Products through an Ecommerce Platform
A second way to connect your Instagram Business Profile to a Facebook catalog is to do it through an ecommerce platform. Here are the steps using two popular platforms.
Shopify
Before you get started, you need to have the Facebook sales channel (included in all paid Shopify plans) installed on your Shopify store, which creates a Shop tab on your Facebook page.For specific details on how to connect your Facebook page to your Shopify account, you can view the Shopify guide here.
Once you’ve done the above, you can easily add the Instagram Sales Channel to your Shopify store, which connects the products from your Shopify page to your Instagram business profile.
To do this, head to your Shopify admin and click on the “+” button located beside the “Sales Channels” heading.Next, on the “Add sales channel” dialogue, click “Instagram” and then “Add channel.”
You’ll need to log into your Facebook account page to authenticate your Instagram account in the sales channel.
Once the Instagram Sales Channel is installed, you can enable the feature in your settings on Instagram.
BigCommerce
Start by opening Channel Manager on your BigCommerce account and click “Get Started” next to Facebook.On the next screen, confirm that you’re using a compatible currency, sign up for a Facebook account (if you don’t have one), review the product requirements, then click “Get Started.”
Next, fill out your details on the Configuration page, including your business’ contact email, phone number, and the Facebook Page you’d like your shop to appear on.
Here’s the complete BigCommerce guide on how to do it.
Once Facebook approves your catalog, head back to Channel Manager, click “Get Started” next to Instagram, and confirm that your store meets the requirements.
3. Submit your account for review.
Once you’ve connected your product catalog to your Instagram account, you can submit your account for approval.
1. Go to your professional dashboard. Once there, click on “Set Up Instagram Shopping.”2. On the setup page, click on “Get Started.”3. Select your catalog.
4. Review the details and click “Submit for Review.”
The approval process can take a few days. You may also need to provide additional information, such as domain verification.
How to Tag Products with Instagram Shoppable Posts
Once you get access to shoppable posts on Instagram and you’ve completed all the steps listed above, adding tags to your posts is quick and easy.
1. Upload your image and once you’re done editing, hit “Next.”
2. Click on “Tag Products.”
3. Tap on the item in your image you want to tag.
4. Search for the product and select it.
5. Click on “Done” and share the image.
Have an older post that still gets good traction, but doesn’t have a shoppable tag? You can tag products in both new and existing posts from your Instagram Business Profile, up to five products per single image post or 20 products per multi-photo (or carousel) post.How to Optimize Your Posts for Shoppable Purchases
1. Create posts that feel natural to the Instagram feed.
While selling on Instagram is easier than ever, remember that your audience shouldn’t feel like they are being sold to. You should maintain their current content strategy, incorporating shoppable tags on photos that are a natural fit for your profile.2. Leverage influencer content.
A great way to organically add shopping tags to your post is by leveraging posts from consumers. Studies show consumers trust influencers much more than brands and these posts serve as social proof, i.e., credibility and validation for the brand.
For example, Fe Noel recently reposted this post from a fashion influencer and added the product tag.You can also optimize your Instagram sales strategy by using influencer posts. Influencer collaborations and sponsorships have nearly replaced traditional ads and are a huge part of social media strategies today.
55% of fashion shoppers have purchased a fashion item after seeing it promoted on the platform, according to a 2020 post from Instagram’s creator account.
Below, popular fashion model Michelle Dee is shown sporting a Herschel Supply suitcase on the brand’s profile:An Instagram influencer’s stamp of approval goes a long way and is a great strategy to drive sales from your Instagram shoppable posts.
3. Optimize your post with multiple tags.
Lastly, including multiple shopping tags in your photos will help your audience explore and browse through your products quickly. You can also try adding shopping tags to carousel posts to test their performance against single-photo posts.4. Activate the Shop page on your Instagram profile.
Create at least nine shoppable posts to activate the “Shop” tab on your Instagram profile. This will group all your shoppable posts under one tab for easy shopping and product discovery.Measuring the Results of Your Shoppable Posts
Instagram business accounts have access to analytics for their shoppable posts, including data on how many people viewed product information and clicked through to the product page. This information helps determine what type of products resonate with your Instagram followers and identify gaps in the buyer’s journey.
As with all of your social media marketing efforts, you should measure performance data to see what drives the best results (and why) and use that to inform future posts.
Once your business begins selling on Instagram, keep experimenting with images, copy, shopping tags, and other factors that may contribute to your sales.
No matter what type of products you sell, delving into your analytics allows you to understand your audience’s wants, improves your content, and ultimately helps you drive more traffic and sales.
Selling on Instagram is a unique opportunity to reach users in all stages of the buyer journey through a seamless experience.