Evolving Trends in Customer Services Call for Differentiated Call Center Software for Telecom

The usual customer service channel for telecom operators is to provide a customer support number. More often than not this usually drives a caller into the IVR system, a frustrating experience of innumerable key presses that lead nowhere and waste time. Customer service trends are changing for 2021 and expectations also change. It is imperative for telecom to adapt to the situation by using the top call center software that will deliver a positive customer experience. Vonage studies show that 70% of users would be loyal if they have a positive experience.

IVR by all means but with a smart humanoid experience

There is nothing much wrong with the IVR except for the maze of key presses. This is easily avoided by using an AI powered chatbot for interaction rather than a pre-recorded message system. Callers will be happy to avoid the keypress obstacle and interact with a bot that can carry on intelligent conversation up to a point. AI is making great inroads into customer service and it pays to be at the top of the curve. A Gartner study shows that over 55% of businesses are investing in AI so why should telecom not benefit from inbound call center software that has the smarts?

Decentralization

It appears cost-effective to maintain a centralized call center for telecom operators but it does add a layer of delay and loss of service quality. The latest in call center software trends is to use multi-tenant inbound call center software. This allows for decentralized operations in the sense that each region serving a specific customer base has its own customer service team knowledgeable about their customers. A branch maintains separate records of customers and service reps can easily access these records to provide quick, satisfactory services much to the delight of customers.

Mobility support

Imagine services being available only during working hours. Customers with issues will have to wait until the next day when customer services are available. The simple solution is to use call center software with mobility extension linked to CRM. Telecom service operators can easily receive calls on their mobiles when not in office or after working hours and provide service when a customer needs it. Improve their happiness index with ease by being available. Use AI powered intelligent skill mapping and call distribution for a more personalized experience and your customers will love you for that.

Drive up multichannel engagement

It is not just mobility that counts these days. Customers of telecom services are likely to use text messaging, social channels as well as video chats. You can resolve some complicated issues through audio-video calls and conference that a phone call cannot handle. One good advantage of using social media is that all other customers also have transparent view of what action has been taken and derive comfort that they can expect similar treatment. Social media gives you an invaluable channel to launch offers and conduct campaigns as well as polls to gauge customer sentiment and develop rapport to build relationships. Should you use the multi-tenant type of call center solution then there is segregation of clientele according to region. Your employees will find it easier to interact, build relationships and deliver services to customers they connect with.

Campaigns

There can be something like too much of a good thing. You could be tempted to use the outbound campaign feature of the call center software to bombard prospective targets and existing customers with calls or text messages they do not like such as constant reminders to renew subscriptions. Instead, you could use progressive or predictive dialers to automate calling to a degree and sound out customers about their feelings and then offer a step up, possibly leading to more revenues since you show you care. All such interactions go into your CRM for intelligent analytics.

Broadcast

Thinking of policy changes? Wish to announce new offers? This is done better by using the SMS/voice broadcast feature of the call center solution. It is less disruptive than telephone calls. You can automate it to send out thousands of messages at a scheduled time and your employees are free to do more productive things. Make sure you opt for the SMS/voice mail broadcast module. It could be the best tool for customer engagement at a lower cost.

Intelligent analytics

66% of call center operations rely on advanced intelligent analytics to improve services. It is vital to choose call center software that provides intelligent, real-time analytics. Analytics helps you find out if your employees are doing it right and if quality of services satisfies customers. You can make agile changes to avoid customer churn. Dig deeper and you will find out which type of packages customers use the most and which ones net you more earnings.

When telecom operations are decentralized it helps to pick a decentralized multi-tenant call center solution but with overall centralized monitoring option. Your telecom operations will see meaningful gains.