How to find leads for business?

Preferred channels for customers to contact the company for banks / financial organizations and e-commerce: telephone / SMS, Email, Live Chat, Social Media.
Traditional services are also beginning to experience strong competition from cloud services. More and more companies are turning to the cloud to solve customer service problems, preferring cloud services to software and hardware solutions to solve problems located on their site. Modern technologies are better, more flexible and easier to scale, compared to traditional products. And in a complex or unstable economic situation, cloud contact centers become a convenient and profitable solution that allows to minimize risks and to transfer capital costs to operational ones.
Almost 30% of the participants in Aberdeen research, who use contact centers in different countries, plan to move to the cloud model. According to statistics, the use of cloud contact centers allows to increase the Client Retention Rate by 57%, and increase customer satisfaction by 12.6%, the success of the first interaction (First Contact Resolution) – by 4.6%, and the productivity of operators – by 4.3%. It is possible to significantly increase the efficiency of work with incoming applications while reducing transaction costs.

Call your customer now

Another important trend is the widespread use of automation and self-service. Automation of omnichannel services, which has been actively implemented in the last two years, will make it possible to use digital channels more widely and unify processes of customer service.
Automated self-service systems provide many customers the opportunity to independently resolve the issue, while others can quickly connect with the most qualified specialists. “Virtual agents” who are able to respond not only to the most simple and easily understandable requests from the programmed response sequence but can use artificial intelligence algorithms for more complex communication.
The main factors that determine the use of customers: ease of use, quick access, time savings, constant availability, intuitive interfaces.
The old, traditional indicators and KPI are not enough to really assess the work, or operators, to outline the direction of improvement. It is necessary to monitor such indicators as the level of customer satisfaction, the time to answer, the resolution of the issue on the first call, and the percentage of missed calls for the cost of the call.
The tendency of “customer orientation” is also manifested in the development of the functionality contact centers, which makes it possible to reduce the number of missed calls, reduce the waiting time for the client in the call queue, and increase the share of issues solved in one call. Modern contact centers automatically provide operators with information about the caller, conduct a history of calls and provide other information for quick and responsive to the request.

Making sales calls

Analysts say: companies that do not learn how to serve customers through a variety of communication channels will leave the market in the coming years. Along with the traditional phone and e-mail, customers are increasingly turning to services via chat rooms, social networks, and instant messengers. They expect that they will be able to communicate with operators in such a customary way.
35% of customers accessed with Via the Web; According to the forecast, this year 17% more clients will use self-service functions; the number of customers using more than 4 channels will grow by 35%; at the decision of difficult questions, 51% of clients prefer voice communications (according to Genesis, 2016).
This is especially characteristic of Generation Y: young people aged between 17 and 35 are increasingly choosing to use digital channels as a means of communication – the fastest, most convenient and customary methods of communication. They are accustomed to always be in touch, constantly send and receive messages. In the same way, customers want to interact with companies: contact the operator and receive the answer in the most convenient way for them.
The most frequently used channels for contacts of communications are, e-mail, followed by SMS, social networks, and the Web.

Meanwhile, contact center business processes are traditionally built for voice services, and now companies are forced to follow trends and introduce new ways of communicating with customers. New generation should provide all types of services through different communication channels, to be able to save the context of the request when changing the channel of circulation (which allows the contact center employee to easily transfer communication with the customer from one channel to another), use the latest technologies to personalize interaction with the client, and intellectual functions for prioritizing calls. For example, for sending priority requests to the most experienced employees of the company.
ContactBabel recently surveyed more than 220 contact center managers and found that 63% of them still consider the phone to be the best means of communication in case of complaints. Although the popularity of digital channels is growing, the phone so far accounts for 57.7% of contacts with customers.
According to Aberdeen, companies that have already some experience of omniscient customer support in 87% of cases to solve problems with the first treatment, while the average is only 59%. In 2018, the companies will offer consumers an average of 9 support channels.
In practice, alternative channels are often poorly integrated with the main “voice” platform of the contact center and perform only reference or information functions.
The main factors that determine the choice in favor of “digital” customers experience, cost reduction, increased employee productivity, and lower business costs and scalability.