Menu

Contact Center

Boost Your Business Communications with Effective Automated Call Routing

, , , , , ,

Automated call routing

Customer service automation is an excellent tool to simplify processes and free up your team to concentrate on customer interactions. In fact, Gartner forecasts that by 2025, 85% of companies will ramp up their use of automation.

If you haven’t yet integrated automation in your contact center and communication strategies, you might be missing out. A key component of this automation is automated call routing.

Why might this technology outperform human operators in delivering personalized customer service? Let’s explore how automated routing functions and why it’s essential for your business.

Key Points:

  • An automated call routing system ensures calls are directed to the right agents in your contact center.
  • It operates on preset rules to assess, queue, and assign calls effectively.
  • Today’s contact center technology allows effortless setup and customization of your call routing system.
  • Implementing automatizations leads to more satisfied customers, reduced call abandonment, and a boost in team productivity.

Understanding Automated Call Routing: What It Is and How It Works

How Does Automated Call Routing Work?

The process of automated call routing involves three key stages:

 

  • Call Qualifying First, your system has to determine your callers’ reasons for contacting you. The automated call routing service can do this with an interactive voice response system. With IVR, callers select an option from a menu using either their keypad or a vocal response. Additionally, you can also qualify calls with information from the caller ID, your customer relationship management software, and which business number the person called. For example, a call from a certain area code might indicate a caller is more likely to speak a specific language.

  • Call Queuing Once the call’s purpose is clear, the system places the caller in a relevant queue. They remain on hold until an agent from the appropriate department is available to take the call.

  • Call Distributing Automated call routing does more than direct calls to the right department. Using the information gathered in the qualifying phase, the system uses predefined rules to transfer the call to the agent best equipped to handle the caller’s needs.

ivr_flow-3

What Types of ACR Rules Can You Implement?

The rules you establish dictate which agents receive calls, enabling you to deliver superior customer service.

Round-Robin Routing This method distributes calls evenly among your agents. Automated call routing software cycles through a list of agents, assigning each one a caller in sequence before starting the cycle anew.

Uniform Routing Similar to round-robin, uniform routing aims to balance the workload fairly. However, it directs calls to the agent who has been idle the longest or who has the least amount of talk time, helping to prevent team burnout.

Time-Based Routing This approach routes calls to agents in the same or a nearby time zone as the caller. Ideal for businesses serving national or international markets, it ensures that callers interact with agents who are likely awake and available.</p>

Skills-Based Routing Enhance your first-contact resolution rates with skills-based routing. This system routes calls to agents with the specific skills and authority needed to resolve more complex issues, reducing the need to transfer the call multiple times.

VIP or Relationship-Based Routing VIP routing prioritizes certain high-value customers, ensuring they receive prompt attention. Additionally, you can assign dedicated relationship managers to specific customers who merit extra care, optimizing service for those who contribute the most to your profits.

AI-Assisted Predictive Behavior Routing Leverage artificial intelligence to refine how calls are routed. Using machine learning algorithms, your system can predict which agent is best suited for a caller based on live and historical data. This insight also helps in recognizing and rewarding top-performing agents.

What Are the Benefits of Automatization

Automated call routing offers several key advantages for your organization.

Happier Customers Automated call routing helps resolve customer issues faster and enhances overall interactions with agents. This results in shorter wait times and often leads to higher customer satisfaction ratings.

More Productive and Efficient Workforce Automated call routing alleviates common problems like idle agents and overworked team members, which can lead to employee burnout and high turnover rates. By optimizing workflows with this technology, you can foster a more engaged and productive workforce.

Additionally, your contact center software continuously records performance stats and provides an intuitive dashboard for easy analysis. Insights gained from this data help you refine your call routing rules and schedule your team more effectively, boosting overall operational efficiency.

cc_queues_dashboard

Reduced Call Abandonment Rates Callers who hang up due to long wait times might seek services from your competitors. By enhancing the customer experience with automated call routing, you can decrease the number of abandoned calls, reduce the need for callbacks, and ultimately lower customer churn.

How Can You Quickly Implement Automated Call Routing?

Automated call routing comes packed with features your customers will appreciate. Thankfully, you don’t need to search for new software to integrate into your contact center to enjoy these benefits. Leading cloud contact center solutions already include advanced call routing capabilities.

Contact us to learn how Towner’s Contact Center simplifies the implementation of automated call routing.

Contact Us

Wanna get nerdy with us? Sign up for our emails! 

IT’S NOT A SCAM CALL: How Companies Can Restore Trust in the Phone Call

, , , , , ,

IT’S NOT A SCAM CALL: How Companies Can Restore Trust in the Phone Call

Companies are all too familiar with this harsh reality: Dial a customer’s number, only to hit a dead end. You might leave a voicemail, crossing your fingers for a callback, or persistently dial again, hoping for a response on the second (or third) attempt. It’s a colossal time drain and a source of immense frustration.

But why does this recurring ordeal unfold? The simple truth is, people harbor deep distrust towards phone calls, especially when they originate from unknown or anonymous numbers.

Customers Want You To Call:

Yes, it’s true—people still value phone calls. A staggering 75% of consumers express a preference for hearing from you when faced with complex issues or numerous questions.

However, despite your company’s genuine efforts, trust in phone calls remains severely lacking for two primary reasons: the absence of caller identification and the prevalence of scam callers.

It’s Not A YOU Problem well…maybe:

Here’s the plain truth—most individuals don’t utilize a caller ID service on their phones (less than 10 percent, to be precise). Consequently, when you make a call, your name doesn’t pop up unless the recipient has your contact information saved. Putting the onus on the customer to take proactive steps is risky, given the susceptibility of unknown numbers to spoofing. If your number falls victim to spoofing, it could tarnish perceptions of your company and brand.

When an anonymous number appears on the screen, people instinctively hesitate to answer. They’re left in the dark about the caller’s identity and intentions. Moreover, they’ve been conditioned to avoid answering calls altogether—a result of the pervasive presence of unscrupulous yet highly lucrative phone scammers.

SCAM CALLS are Big BIG Money:

Recent data from Truecaller reveals a staggering truth: from June 2020 to June 2021, Americans suffered losses nearing $30 billion due to scam calls. Remarkably, if amalgamated into a single entity, these scammers would secure the 100th spot on the prestigious Fortune 500 list—an astonishing feat.

Within the past year alone, over 59 million Americans fell victim to phone scams, enduring an average financial loss of $502 per incident. Shockingly, some individuals reported being bombarded with up to 25 scam calls daily.

Given these alarming statistics, it’s hardly surprising that people are hesitant to pick up their phones.

scam call

Trends In SCAM CALLS:

Based on insights from First Orion data, the top three prevalent scam calls in August 2021 were:

  1. Vehicle warranty scams
  2. Social Security scams
  3. Mobile carrier scams

Revitalizing Trust in Phone Calls: A Call to Action for Companies

Undoubtedly, scammers bear the brunt of responsibility for eroding consumer trust. Their intrusive tactics not only annoy but also inflict financial harm on unsuspecting individuals.

Nevertheless, businesses hold the power to mend this fractured trust. Embracing branded calling solutions enables companies to reclaim control over their caller ID and call messaging. By customizing and branding each call, they can communicate their identity and purpose clearly on the recipient’s screen, thereby encouraging more responses and meaningful interactions.

Moreover, branded calling solutions offer invaluable benefits such as brand protection and enhanced spoof mitigation. By dynamically adjusting call display names based on the recipient, companies can ensure precision and personalization in their communications. The dividends are manifold—beyond mitigating spoofing, businesses stand to gain a bolstered brand reputation, strengthened client relationships, and deeper customer engagement.

It’s time to reshape the narrative around phone interactions and instill confidence in consumers once again.

Click Here To See Branded Calling Options

Wanna get nerdy with us? Sign up for our emails! 

7 Clear Indicators Your Business is Ready for IVR

, , , , , , ,

7 Clear Indicators Your Business is Ready for IVR

For decades, interactive voice response (IVR) systems have been a cornerstone of contact center operations. Despite their proven track record in efficiently managing incoming calls for countless businesses, some have been hesitant to adopt this technology.

If you prioritize offering a personalized experience to your clientele, you might resist automating certain aspects of your business communications, including customer interactions. However, by overlooking IVR, you could be forfeiting valuable benefits and opportunities for both you and your customers.

Key Points:

  • Save money on operations and enhance customer analytics by implementing an IVR service.
  • Improve the customer experience and increase team productivity with an IVR system.
  • Elevate your company’s professionalism through the use of IVR software.

Recognizing 7 Telltale Signs for Implementing an IVR Service:

While there may be numerous reasons to consider implementing an IVR service, the following list highlights seven of the most compelling ones.

1. Seeking Solutions for Reducing Operational Expenses

Implementing an IVR service eliminates the necessity of hiring receptionists, a cost that can escalate significantly, especially for businesses operating round the clock to serve a global clientele. Unlike traditional setups, IVR systems are typically integrated into contact center as a service (CCaaS) software, offering standard features. Moreover, modern IVR platforms come with intuitive dashboards, simplifying setup and customization without the need for hiring additional programmers or technicians.

2. Your Team Needs Enhance Customer Analytics Capabilities

In today’s business landscape, data has emerged as one of the most prized assets, often surpassing the value of traditional commodities like oil, as famously stated by The Economist. Understanding your customers is paramount to delivering exceptional service. An IVR service serves as a potent tool for gathering valuable analytics, offering insights into both overall customer behavior and individual preferences.

For instance, with an IVR system, you can effortlessly monitor metrics such as customer satisfaction and abandonment rates. Additionally, you have the flexibility to design IVR surveys, enabling callers to provide direct feedback. Armed with these insights, you can optimize your operations and deliver enhanced value to your clients.

3. You seek to provide self-service options to ensure caller privacy during interactions

Ensuring data privacy and security is paramount for all individuals. Customers must feel confident that they can share or receive sensitive information without the risk of interception. An IVR service addresses this concern by enabling callers to input PINs or passwords manually or access confidential details through an automated system.

For instance, financial institutions utilize IVR to provide account information securely, while healthcare facilities deliver test results to patients discreetly. This approach fosters customer trust and encourages engagement with your services, subtly nurturing brand loyalty.

Despite initial reservations about interacting with automated systems, studies indicate that customers prefer seamless self-service options over cumbersome processes. By implementing a user-friendly IVR system with a clear menu structure, customers can efficiently access information and resolve issues independently, reducing time spent on the interaction.

Self-Service-Stats

4. You aim to enhance agent efficiency and engagement within your organization

By leveraging an IVR service to automate routine tasks like call forwarding and prioritization, you empower your agents to concentrate on addressing more intricate customer concerns. Through this automation, your IVR system can gather pertinent caller information and relay it to agents prior to call initiation.

For instance, callers can provide key details about their identity and issues before engaging with a human agent. This allows the agent to prepare adequately, potentially leading to a higher rate of first-contact issue resolution.

Enhanced efficiency also correlates with increased employee engagement. Focusing on higher-level tasks provides agents with a greater sense of achievement and facilitates opportunities for upskilling and cross-training. Consequently, your contact center benefits from stronger, more versatile teams, leading to improved retention rates and reduced hiring costs.

5. You want to give priority to your top-tier customers

An IVR service collaborates with automatic call distribution to expedite customer-agent connections. Moreover, you can configure the system to prioritize your VIP clients by assigning specific rules, ensuring they receive expedited service.

Integrating your customer relationship management software with your contact center enables agents to promptly retrieve customer details, allowing for personalized greetings and premium service. This tailored approach not only fosters customer loyalty but also creates opportunities for upselling and maximizing customer lifetime value.

ivr_flow-2

6. You need to minimize errors

As much as you and your team dislike transfer errors, your customers likely find them even more aggravating. Such frustrations may drive callers to seek alternatives with your competitors. Utilizing an IVR service significantly decreases the likelihood of callers being routed incorrectly or enduring prolonged hold times, thereby enhancing customer satisfaction and retention.

7. You want to enhance your professional image

Implementing an IVR service enhances your company’s professional image by enabling swift responsiveness and round-the-clock call handling. Unlike the impersonal automated systems of the past, you have the option to personally record messages or enlist a professional voice actor for a polished touch. Additionally, advancements in text-to-speech technology have made interactions more natural and pleasant.

Moreover, IVR services now leverage natural language processing, allowing for more conversational interactions with callers. Customers no longer need to restrict themselves to predefined words or phrases; instead, they can engage with the system naturally, simplifying query handling.

Towner Intermedia’s IVR Service Simplifies Onboarding

Are you ready to leverage a top-tier communications platform with exceptional IVR service capabilities? Explore why Towner’s Intermedia Contact Center offers all the essentials you require.

Contact Us!

Wanna get nerdy with us? Sign up for our emails! 

4 Heart Stopping Ways Call Center Software Will Make Customer Fall In Love With You

, , , ,

Creator: Al Bello | Credit: Getty Images
Creator: Al Bello | Credit: Getty Images

We adore marketing as much as anyone, but let’s be honest: the spotlight often shines on potential customers. While there’s nothing wrong with courting new business, nurturing existing relationships is just as crucial. Valentine’s Day is prime for small business owners to show heartfelt appreciation.

This holiday offers countless delightful and inventive ways to express appreciation, and a comprehensive call center software suite can streamline the process. Small businesses handle inquiries smoothly while delighting loyal customers, without missing a step.

Here are four heartfelt ways to shower your customers with love not just on Valentine’s Day, but every day.

Place Your Customer’s Experience at the Heart of Everything You Do.

During Valentine’s Day, especially, everyone desires to feel appreciated. When a customer reaches out, it’s essential to offer them your full attention. Teams preoccupied with finding records may overlook customer needs, risking them feeling neglected.

To maintain a customer-centric approach, streamline your processes with screen prompts and automated workflows that seamlessly integrate your CRM with your contact center solution. Integrated contact center software boosts engagement with tailored recommendations, keeping your team fully involved in customer interactions.

Predict Your Customers’ Needs Using the Appropriate Call Center Software.

Are you familiar enough with your customers to complete their sentences? Understanding their needs before they do can make them feel truly understood, laying the foundation for a successful relationship. Dive into your data and reports to identify customer pain points, previous purchases, and other behaviors.

During lulls, contact specific customers to ensure satisfaction or express appreciation for their patronage. In case of service disruption, proactively reassure customers, informing them of efforts to resolve the issue.

Share the Love.

Your small business caters to a diverse clientele, so don’t restrict your Valentine’s efforts to just couples. Parks and Recreation popularized Galentine’s Day, celebrated by women to honor female friendships on February 13th. And pet owners are eager to seize any opportunity to shower their furry companions with affection.

Personalizing your responses and interactions with customers fosters stronger relationships and enhances the overall customer experience. Leverage integrated software to craft personalized recommendations based on customer preferences and user profiles across channels. Always be available where your customers expect to find you, whether it’s through email or web-based chat.

Collaborate for Luxurious Experience.

In today’s retail landscape, shoppers are increasingly investing in memorable experiences for themselves and loved ones. Use integrated software to create personalized recommendations from customer preferences and profiles across channels.

If your business primarily deals in products rather than experiences, consider teaming up with others for joint offerings. From complimentary movie tickets to passes for yoga classes, these thoughtful additions are sure to delight customers. Keep these offerings readily available so any team member can effortlessly share them, enhancing customer connections. Deliver offers via preferred channels using a versatile multi-channel call center solution to enhance your approach.

While engaging customers with heartfelt campaigns can be enjoyable and fruitful, it’s important to manage time and resources wisely. With suitable customer experience software, connecting across channels feels effortless, akin to Cupid’s aim.

Post-celebration, real-time reporting helps assess efforts, whether utilizing a contact center or not, for effectiveness. Spend less time managing your phone system and more time building genuine connections with customers come February 14.

Wanna get nerdy with us? Sign up for our emails! 

2024 Guide to The Contact Center

, , , , ,

2024 Guide to The Contact Center

Prosperous enterprises surpass their competitors by excelling in customer satisfaction. A crucial element in achieving this superiority is the implementation of robust contact center solutions.

Companies are rapidly adopting new contact center technologies to excel in customer service competition. For instance, the global market is anticipated to experience a growth rate of 18% over the next seven years.

Neglecting contact center updates may hinder customer satisfaction, missing enhancements crucial for a better experience. Explore contact center capabilities for upgraded customer service with the latest features and benefits.

Key Points:

  1. Enhance client relationships and deliver a superior customer experience through the implementation of contact center solutions.

  2. The nature of contact center solutions is influenced by the provider’s infrastructure installation and the seamless integration of digital channels.

  3. Optimal for small and mid-sized businesses, cloud-based contact center software stands out as the preferred choice.

  4. When selecting a provider, prioritize those offering crucial productivity features, top-notch support, and robust security measures.

Understanding the Role of Contact Center Solutions:

Contact center solutions streamline call management with software, handling large call volumes in your organization. These applications enhance call processes, streamlining tasks like routing, transfers, data collection, and quality control more efficiently than before.

In contrast to traditional call centers, modern contact centers go beyond handling voice calls alone. Unified contact center integrates video, chat, fax, and text, allowing agents to connect with customers through diverse communication channels.

Exploring Various Categories of Contact Center Solutions:

Contact center solutions can be classified into different categories based on their design and functionality.

Based on Location:

Some call and contact centers still use on-premise solutions, with all operations situated at your physical location.

On-premise setups offer control, but with high installation costs and the need for personnel for repairs, maintenance, and upgrades. This entails potential extended downtimes and a considerable loss of continuity.

On the other hand, cloud-based contact center solutions are location-agnostic. Accessible anywhere with internet, ensuring smooth operation with remote and hybrid teams across various locations.

Flexibility is achieved through online software for calls, hosted in secure data centers, both physically and digitally safeguarded by your provider.

Contact Center Cost of Ownership

In Terms of Service Capabilities:

Another consideration is determining whether your contact center solutions will focus on inbound, outbound, or both functionalities. For on-premise call centers, selecting and installing specific hardware is crucial for this decision.

Contrastingly, cloud-based contact centers offer an inherent hybrid option, providing both inbound and outbound capabilities without additional charges. The responsibility lies with you to assign and train your team for each specific service as needed.

Regarding Channel Integration:

Modern contact centers offer diverse communication channels, emphasizing the importance of their effective interfacing with each other.

In a mere multichannel setup, distinct teams are required for each method (e.g., separate teams for email, chat, and calls). Customer interactions through different channels are segregated in separate files and dashboards for each team.

Conversely, omnichannel contact center solutions seamlessly integrate these communication channels. Customers connect through preferred channels, consolidating details into a unified file accessible to relevant agents.

If a client starts with text messaging and follows up by phone, the new agent accesses information from the text conversation. This streamlined approach accelerates issue resolution and enhances the overall customer experience.

Identifying Crucial Features:

To ascertain the necessary features for your contact center solutions, it is advisable to consult with a reliable provider. Nevertheless, at a minimum, the majority of contact centers typically demand the following essential characteristics.

Artificial Intelligence (AI):

AI transcends being a passing trend; it aims to revolutionize the way we learn, communicate, and deliver services. Ensure your company incorporates AI-enhanced capabilities, from your auto attendant to automated reports.

Interactive Voice Response (IVR):

This software autonomously answers phone calls around the clock, offering a system that enables callers to input their desired recipient. IVR also empowers callers to conduct basic transactions within the automated system, resulting in time savings for everyone involved.

Power Dialer:

Enhance the efficiency of your outbound call team by utilizing a predictive dialer service, enabling agents to navigate lists swiftly. This ensures that agents spend more time engaging in conversations and less time clicking or manually entering numbers.

Intuitive Dashboard:

Choose a provider with a user-friendly interface for easy identification of individuals and understanding context effortlessly. For instance, Intermedia’s WhatsApp queues assist agents in grasping the history and context of interactions, leading to faster call resolutions.

whatsapp_diagram-1024x796

Agent Reports and Analytics:

Gain insights into your team’s performance through comprehensive reporting and analytics. Top providers integrate business software into contact centers and include built-in features for maximum convenience.

Data Security:

Ensuring the safety of your data and your customers’ information is paramount. Verify that your provider offers robust protection with features like encryption and data backup for comprehensive security.

Customer Support:

Award-winning support from your CCaaS provider signals reliable assistance is available during troubleshooting. Intermedia, for instance, boasts an impressive seven-year track record of delivering an exceptional customer service experience.

Are You Prepared to Establish Your Contact Center Solutions?

As your business expands, contact center solutions play a crucial role in sustaining customer relationships. Luckily, cloud-based software simplifies the process of swiftly setting up your system and getting started. Consult with a Towner team member to determine the most suitable plan for your team.

Wanna get nerdy with us? Sign up for our emails! 

Optimizing Customer Engagement: Elevate Efficiency and Effectiveness Using Intermedia Contact Center and Envision Analytics

, , , , , , ,

Optimizing Customer Engagement: Elevate Efficiency and Effectiveness Using Intermedia Contact Center and Envision Analytics

In the dynamic and fiercely competitive landscape of today’s business world, cultivating outstanding customer interactions is an absolute necessity. Intermedia Contact Center simplifies and enhances customer engagements across various channels: phone, chat, SMS, and email. Fueled by advanced technologies like AI, automation, virtual agents, and intelligent call routing, it sets the standard for efficiency.

Cloud platform empowers remote customer care, ensuring flexibility and driving operational excellence. It enriches the overall customer experience without overburdening resources.

Businesses embrace Intermedia Contact Center, integrating Envision Analytics for significant strides in streamlined and improved customer care. The integration marks a significant leap, reflecting a commitment to ongoing innovation and enhanced customer relationships.

Empowering Customer Interactions and Boosting Business Performance with Envision Analytics

Integrating seamlessly with Intermedia Contact Center, Envision Analytics brings customer interactions to unprecedented levels of excellence. Its dashboards and reports act as robust tools, leveraging both real-time and historical interaction data. These tools empower supervisors with profound insights, enabling them to make informed, responsive decisions. Consequently, this fosters more intelligent work practices, heightens productivity, and results in superior customer care.

Elements in Envision Analytics for Intermedia Contact Center comprise

  • Queue Performance Dashboard: Customized dashboard displays historical call queue metrics—service levels, talk times, and abandoned calls, catering to individual preferences. Supervisors focus on KPIs aligned with goals, making data-driven decisions to enhance efficiency and customer satisfaction.
  • Agent Performance Dashboard: Frontline user (agent)-friendly tool provides insights into individual call performance metrics with user-friendly visualization. Supervisors can effortlessly monitor and optimize their team’s performance, ultimately leading to enhanced customer service.

Sustained Advancements and Improvements

In the last year, Intermedia introduced upgraded Envision Analytics for its comprehensive solution, Intermedia Unite, enhancing communication, collaboration, and productivity. These new features include:

  1. Service Adoption Dashboard: Facilitates the optimization of Unite services utilization within organizations.
  2. Historical Voice Calls Dashboard: Presents an enhanced overview of call activity, incorporating additional KPIs and improved navigation.
  3. User Activity Report: Offers a more detailed breakdown of individual user behavior to enhance resource optimization.

Intermedia and Towner empower businesses with innovation, fostering lasting relationships. Envision Analytics launch attests to dedication, equipping for competitive success.

 
 
Request a Demo

Wanna get nerdy with us? Sign up for our emails! 

How Branded Calling Boost ROI

, , , , , ,

How Branded Calling Boost ROI

Unlocking Business Success with Branded Calling and Maximizing ROI

Discover the untapped potential of branded calling for your business with a focus on the substantial return on investment (ROI) it delivers. Branded calling isn’t just about making phone calls; it’s a powerful tool that offers diverse advantages, and today, we’ll delve deep into the positive impact it can have on your bottom line.

Your ROI serves as a crucial metric. Measuring the benefits reaped—whether in terms of revenue, reputation, or other positive business outcomes—relative to the initial investment. Imagine investing $100 and seeing a return of $120; in this scenario, your ROI stands at an impressive 20%.

Beyond the financial gains, a branded phone call solution holds myriad benefits for businesses that extend beyond monetary considerations. It’s not just about the dollars; there are numerous areas where an investment in branded calling can elevate your enterprise.

.

Cost Savings and Enhanced Efficiency Achieved Through Branded Calling

Implementing a branded caller ID emerges as a cost-effective strategy. In industries where daily call volumes reach the hundreds and thousands, the impact of missed calls becomes significant.

Take, for instance, form-to-call requests, a prevalent service in industries such as insurance, real estate, education, and healthcare. When customers submit a form-to-call request on a website, they anticipate a prompt phone call. However, businesses often make calls from unidentified numbers or outdated CNAM information. This can result in higher call declines due to the uncertainty of the caller’s identity.

By incorporating a branded call solution like INFORM®, businesses can ensure proper identification of their name and information. This, in turn, minimizes missed calls and contributes to a noticeable boost in revenue.

In sectors like insurance, where every missed form-to-call request directly impacts the bottom line, the stakes are high. Consider a scenario where a leading online insurance provider receives 10,000 form-to-call requests monthly, with an average profit of $50 per successful call. If 1,000 of these requests go unanswered, that translates to a substantial loss of $50,000 in revenue per month.

Even a conservative reduction in missed calls through branded calling, say by half, results in an additional $25,000 in monthly revenue—an impactful enhancement to both the business’s ROI and call efficiency.

Elevating Customer Trust and Loyalty through Branded Calling

Revenue matters, but successful retail ROI goes beyond finances for some businesses. For them, building and maintaining brand loyalty and customer trust are just as pivotal as the monetary gains they generate. Customer loyalty is pivotal—deciding between continued patronage or switching to competitors in this industry.

For retail establishments managing their own deliveries, the impact of a missed call goes beyond a mere inconvenience. Research indicates that in the U.S., a failed delivery can incur an average cost of up to $17 per delivery. Missed deliveries create a ripple effect, prompting driver delays and increased costs from wasted hours. Time-sensitive deliveries risk inventory loss or waste if missed, especially with perishable items.

The repercussions of missed deliveries extend beyond financial implications; they can significantly impact how customers perceive your brand. A branded call ensures customers know it’s your brand, fostering successful interactions. Building connections boosts trust and enhances loyalty, keeping customers committed to choosing your products.

Elevating Brand Recognition and Reputation Through Branded Calling

Ultimately, the measurement of ROI extends to the awareness clients have of your brand and its standing in the marketplace.

In healthcare, connected calls play a critical role—conveying reminders, scheduling changes, and vital information.

Missed healthcare calls impact patient care and health outcomes, emphasizing the need for timely communication. Failing consistent communication jeopardizes brand reputation, affecting the commitment to dependable interactions with clients.

Branded Calling Provides a Positive Upturn in ROI

Leveraging branded calling is a valuable strategy for enhancing ROI that can benefit businesses across various sectors. Implementing INFORM branded calling improves ROI for retail and healthcare, meeting specific needs effectively.

Interested in exploring the ROI advantages of branded calling further? Contact our sales team today to schedule a free demo of INFORM.

Wanna get nerdy with us? Sign up for our emails! 

How Does IVR Voice Recognition Work?

, , , , ,

IVR Voice Recognition

Your clientele seeks seamless and individualized engagements with brands, all while seeking the efficiency of automated processes. To illustrate, 40% of consumers prioritize self-service, yet over 70% anticipate tailored interactions.

Thankfully, IVR voice recognition technology offers a solution for such demands. Interested in understanding the mechanics of this user-friendly and efficient technology and learning how you can leverage its benefits?

Explore how IVR, coupled with voice recognition, enhances customer experiences, providing substantial returns on investment for your business.

Personalization

Key Points:

  • Employing IVR with voice recognition enables callers to engage in natural conversation with the system, facilitating menu navigation and transaction handling.
  • The integration of IVR voice recognition enhances customer service, elevates company productivity, and generates cost savings across diverse industries.
  • Industry-leading contact center software typically includes standard IVR voice recognition programs as part of its features.

 

What Is Voice Recognition

Interactive Voice Response, abbreviated as IVR, refers to an automated phone system where callers interact with a program that delivers verbal responses based on their input.

For instance, a widely adopted early application of IVR is as an automated attendant. Callers hear a prerecorded list of various departments, each designated with its unique number. Upon entering the desired department’s number through the keypad, the system transfers the caller accordingly. Often, pressing 0 allows the caller to connect with a human agent for further assistance.

The introduction of IVR voice recognition introduces enhanced capabilities. Now, the IVR service can analyze and act upon callers’ verbal responses, navigating them through the menu. Ongoing advancements in artificial intelligence continually refine this feature, contributing to the seamless and personalized experiences your customers seek.

crm-interactive_voice_response

 

How Does IVR Voice Recognition Work

Three technologies enable IVR to comprehend and engage with your callers effectively:

  1. DTMF A fundamental IVR system employs Dual-Tone Multi-Frequency signaling to interpret keypad tones from the caller. Utilizing this input, the system navigates through your preprogrammed menu tree, guiding the caller to the appropriate destination.

  2. Directed Dialog The simplest form of IVR voice recognition, Directed Dialog, interprets responses by prompting specific answers. This method often confines callers to brief verbal input, allowing them to, for instance, mention a department’s name instead of inputting a numerical choice. For instance, the system can recognize words like “billing” or “maintenance,” directing the caller accordingly.

  3. Conversational AI With NLP Modern IVR voice recognition integrates Natural Language Processing (NLP) software, a form of Conversational AI, for more natural interactions. NLP enables understanding of longer responses to open-ended queries. For instance, the system might inquire, “How can we assist you today?” Allowing callers to respond with complete phrases facilitates direct access to the appropriate party, bypassing a lengthy menu listing.

What Benefits Does the Implementation of Voice Recognition Bring to Your Company?

Implementing an IVR program enhances the customer experience and streamlines tasks for your workforce. Consider the following advantages:

  1. Efficient Call Routing: Ensure swift connection to the appropriate agent or department, enabling callers to address their concerns promptly on the first contact.

  2. Error Reduction: By directly collecting and storing data from customers, the automated system minimizes errors that may arise when human agents attempt to take notes while listening.

  3. Operational Cost Reduction: Achieve cost savings by employing fewer human agents, especially during off-peak hours, while still effectively assisting callers.

  4. Enhanced Security: IVR voice recognition allows for caller identity verification and secure information sharing, mitigating the risk of exposing personal data to unauthorized parties.

Incorporating IVR voice recognition with AI elevates self-service capabilities for your customers, ensuring a peak level of efficiency and satisfaction!

Self-Service

What Is The Cost Of IVR Voice Recognition?

A standalone on-premise IVR software incorporating voice recognition features may incur costs in the hundreds of dollars per line. Additionally, configuring and maintaining the program necessitates hiring additional technical support.

Conversely, Contact Center as a Service (CCaaS) software includes IVR with voice recognition as a built-in standard feature. A top-tier hosted CCaaS solution, like Intermedia’s Contact Center, provides all the essentials for leveraging IVR technology at a significantly lower cost compared to an on-premise solution.

How Do You Select The Right IVR Solution

The effectiveness of your IVR with voice recognition relies on the capabilities of your contact center provider. Collaborate with a company that offers a hassle-free experience and incorporates the following features:

  1. Cloud Functionality: Opt for a provider that hosts your system online, facilitating seamless remote and hybrid work configurations.

  2. Integrations: Ensure compatibility by connecting your contact center with internal unified communications and business software. This streamlines agent access to experts, enhancing issue resolution and data collection.

  3. Award-Winning Support: Choose a provider that offers 24/7 support, ready to assist with any challenges related to your IVR voice recognition software. A reliable partner remains committed throughout the system installation process.

  4. Data Security: Prioritize a provider with robust data protection measures adhering to industry standards, ensuring the security of your information.

A top-tier provider like Intermedia ensures a seamless setup for your IVR with voice recognition.

Partner With Towner Get Your Voice Recognition Up Quickly

Are you prepared to witness the enhancements voice recognition software can bring to your contact center experience? Engage with one of our team members to schedule a Free Demo.

Free Demo

Wanna get nerdy with us? Sign up for our emails! 

Prevent Bad Tags On Your Outbound Calls: Scam vs. Spam

, , , , , ,

Spam vs. Scam

Have you ever felt the frustration of having one of your outbound calls tagged as a spam or scam call? Such labeling can result in the loss of valuable customer connections, wasted time, and revenue setbacks. If you’re reading this post, chances are you’ve faced this issue and are likely experiencing significant frustration.

But before you grab your pitchforks, it’s important to recognize that call tagging plays a crucial role in safeguarding callers. It actively prevents bad actors and irritating robocallers from exploiting customers’ trust.

You might also wonder how carriers differentiate between spam and scam calls and how to prevent these unwanted labels from being applied to your calls. To tackle this, let’s begin by clarifying the difference between a scam call and a spam call, as they are distinct concepts.

SCAM VS. SPAM

So, what distinguishes scam calls from spam calls?

Scam calls feature fraudulent activities, with the caller attempting to trick individuals into disclosing personal information, typically for financial gain.

In contrast, spam calls do not necessarily involve fraudulent schemes. Many spam calls originate from legitimate businesses that employ unfair or ineffective calling practices, causing annoyance to recipients. Examples of spammers include political or survey calls, as well as charitable organizations repeatedly seeking donations.

While both spam and scam calls share a deceptive nature, they differ in their intentions. Spam calls often come from legitimate businesses but can still be unwelcome to recipients. The labeling of these calls allows customers to decide whether to answer or ignore them.

HOW CALLS GET TAGGED

Every telecom provider utilizes distinct methods to assess incoming calls, determining whether they are likely wanted, potentially fraudulent (scams), or legitimate yet undesirable (spam).

Within the T-Mobile network, calls coming from unverified entities that might pose a fraudulent risk are labeled as “Scam Likely.” T-Mobile leverages advanced AI-driven analytics, powered by First Orion, to differentiate between genuine calls and scams.

This technology enables First Orion to distinguish calls maliciously spoofed by bad actors from legitimate ones. Even large organizations, such as national banks that make thousands of daily calls, can be vulnerable to spoofing attempts. However, our AI technology ensures accurate identification and tagging of spoofed calls as “Scam Likely,” leaving legitimate calls untouched.

It’s important to note that spam tagging methods employed by other carriers differ from those of First Orion and the T-Mobile network. Many alternative carriers lack similar technological capabilities, often relying on customer feedback to identify spam. Furthermore, they may struggle to differentiate between genuine calls and spoofed calls originating from businesses, potentially leading to more valid calls going unanswered.

If you’re eager to eliminate scam and spam call tags, read on for valuable best practices.

PREVENT TAGGING

Businesses often assume they have no control over being tagged as spam or scam callers. However, here’s some encouraging news – there are several best practices you can implement to reduce the likelihood of receiving an inaccurate label.

As a starting point, consider registering your business number with the Free Caller Registry. While this doesn’t offer an absolute guarantee against spam or scam tags, it assists carriers in categorizing your business correctly and recognizing it as legitimate.

Once your business number is registered, it’s essential to evaluate your calling strategy against the following checklist of best practices to ensure fairness and appropriateness for your customers:

  1. Avoid relying on a single central number for all calls.
  2. Minimize excessive calls to the same recipient.
  3. Ensure that your calls are expected by users.
  4. Respect users’ preferences regarding contact.
  5. Consistently provide an accurate and user-dialable telephone number with each call.
  6. Maintain a consistent Calling Name that aligns with the context.
  7. Ensure that the content and context of calls match the number’s intended purpose throughout its assignment.
  8. Document standard calling patterns.
  9. Refrain from using pre-recorded messages for lead prospecting calls.
  10. Avoid frequently calling unassigned numbers.

While removing a spam or scam tag isn’t a simple task, following these calling practices can enhance your business’s calling outcomes, reduce the likelihood of call blocking, and prevent future unwanted labeling as spam or scam.

Additionally, there’s another option you can explore to distinguish your calls to your customers.

BRANDED COMMUNICATION

With the INFORM® Branded Text Display, you can effectively showcase your business using a customizable 32-character display name.

INFORM is a valuable addition to your calling toolkit. However, it’s important to note that each carrier retains the final authority to label calls based on their individual spam and scam call prevention processes. The only foolproof method to prevent call spoofing is by utilizing INFORM Paired on the T-Mobile network. 

INFORM also offers the following advantages:

  • Protection of your brand from scammers.
  • Custom branding that remains visible in the phone call log.
  • Access to superior call data and top-notch analytics to enhance your outbound calling strategy.

INFORM reaches a broad audience, encompassing 2/3 of the U.S. mobile market, equating to over 280 million devices. This provides an added layer of assurance when reaching out to your clients through outbound calls.

Curious to witness INFORM in action? You can experience a free demo today on our website. Discover how INFORM can revolutionize your calls and bolster your defenses against spam and scam callers.

Wanna get nerdy with us? Sign up for our emails! 

Revolutionizing Contact Centers: Enhancing Agent Productivity and Satisfaction Through Branded Call Solutions

, , , ,

Branded Call Solutions

Contact centers are infamous for their exceptionally high rates of agent turnover and attrition. As per a 2021 survey conducted by NICE among contact center agents in the United States and the United Kingdom, the attrition rate in these regions was an astonishing 42%. This represents almost twice the average employee turnover rate, typically hovering around 20%, that other industries contend with.

The survey pinpointed various factors contributing to this elevated agent turnover. However, there’s an additional crucial factor that significantly influences agent satisfaction and employee retention: the level of ease, or lack thereof, in establishing meaningful connections with customers through the voice channel.

What Agents Want:

As per the same survey, nearly 75% of customer service agents revealed that improved compensation has the most significant influence on their decision to either stay in their current job or seek other opportunities.

However, it goes beyond just pay; agents also seek assurance that their employers are dedicated to not only their financial stability but also their career development and job contentment.

Nevertheless, only 30% of agents believe their organizations are actively investing in the retention of contact center agents. Additionally, 38% of agents feel that contact centers are making minimal or no efforts in this regard.

These findings underscore that agents are no longer willing to wait for businesses that do not prioritize their needs and preferences.

Moreover, when nearly half of agents mention that they willingly left their previous positions in pursuit of opportunities that could better cater to their requirements, it becomes evident that agent satisfaction is a significant concern within the industry.

To retain talent and demonstrate a commitment to investing in your agents, Branded Communication stands as a powerful asset in your arsenal.

Branded Calling is a Contact Center Game-Changer:

Branded Communication represents our innovative branded calling solution, revolutionizing the phone call experience.

INFORM® is a customized branding solution consisting of 32 characters, allowing all outgoing calls to display the caller’s business name and the purpose of the call.

With this enhanced visibility, individuals readily answer their calls; a significant 75% of consumers express a willingness to pick up when they see the business’s name and the call’s purpose displayed on their mobile device.

An Agent Time Saver:

Repeatedly calling a client without any assurance of them answering can be extremely frustrating and mentally taxing for agents. When more individuals respond to the initial call attempt, agents avoid the inefficiency of making redundant calls. This saved time directly equates to cost savings.

In a 2022 Forrester TEI Report commissioned by First Orion, a contact center manager in the healthcare sector illustrated the substantial financial benefits their contact center reaped from implementing INFORM.

Following the deployment of INFORM, the organization witnessed an impressive 8% rise in agent answer rates, leading to nearly half a million dollars in savings by reclaiming agent time!

Increase Callbacks:

Callbacks can be a source of frustration for both customers and agents alike. Think about how often you can actually pick up calls in real-time. Customers are no different, which underscores the significance of effective branding in call history.

With Branded Communication, you can put your worries about whether a client will return your call after a missed connection to rest. This innovative solution preserves a business’s branding in the call log, encouraging more customers to return missed calls.

Faster Conversions:

Clearly identifying calls not only leads to a higher answer rate but also accelerates the pace of conversions.

Balboa Digital, an expanding call center, faced a challenge in getting customers to respond after submitting form-to-call loan applications. However, once the contact center integrated Branded Communication into its outbound calling approach, it experienced remarkable results: a staggering 54% increase in overall conversions and an impressive 76% surge in first-call conversions!

Increase Team Moral:

Content employees not only contribute to job retention and reduced turnover rates but can also clandestinely enhance productivity.

A study conducted by Oxford University unveiled that contented workers exhibited a remarkable 13% increase in productivity compared to their unsatisfied counterparts in the workplace.

Thanks to the elevated rates of call response, conversion, and engagement facilitated by INFORM branded calling, agent satisfaction and overall employee morale are poised to experience a significant upswing!

Give Your Team The Tools They Need To Be Successful:

Branded Communication is a contact center game-changer with proven results that boost employee morale and reduce high turnover rates.

Want to see what a branded call can do for your business? Try a free demo of Branded Communication and see the difference a branded call makes!

Wanna get nerdy with us? Sign up for our emails! 

Load More

Back To Top
SBA Powered
Mitel Customer Champion
Goldman Sachs
Revolutionizing Contact Centers: Enhancing Agent Productivity and Satisfaction Through Branded Call Solutions
Women Owned Business
Inc5000
Women Who Mean Business
Intermedia UCaas Provider
Intermedia Best Business Phone System A
Towner Logo

Taking the HELL out of Hello since a super long time ago

913.780.3166

*Users of this site agree to be bound by the Towner Communications  Service Agreement, Service Level Agreement and Acceptable Use Policies

Quick Links

Blog

Careers

Extended Warranties

Request Portal Access

Know More

Cloud Contract FAQs

Cloud Terms & Conditions

General Terms & Conditions

Privacy Policy

Follow us

Copyright © Towner Communications, LLC. 2015 – 2025. All Rights Reserved.