The telephone has always reigned supreme as the standard medium for call center communication. Yet 2019 is fast approaching and bringing with it a raft of new digital communication technologies.
Both companies and customers have an unprecedented degree of digital power at their disposal. While companies have advanced back-end intelligence systems, customers have smartphones that represent a portable interactive gateway to the world beyond. Yet, despite the digital capability available, the tools that are being used to actually make the connection between the agent and customer are often antiquated and off the digital grid, such as phone calls, letters and at best, emails.
If you could imagine a sci-fi representation of the immensity of digital power, it could be represented by two enormous digital towers that technologically, shadow over almost everything else. And yet if this sci-fi representation was applied to the current status-quo, how would one digital tower communicate with the other digital tower? By writing down a message on a piece of paper, having an agent take an escalator all the way down to the ground floor, hopping on a bicycle and cycling over to the other tower, taking the escalator again all the way up to its top floor and then finally delivering the letter. What a schlep!
But what if there was a different way of communicating? What if tower one used all its digital capability to communicate with tower two so that the path of communication was broadened and strengthened. This undoubtedly would enrich the level of communication manifold times, enabling unprecedented benefits…
CallVU helps companies to maximize the digital power that they already have at their disposal, instigating a digital transformation that dramatically improves their methods of customer communication.
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The Digital Towers
For call centers, the “digital tower” is represented by their CRMs, business intelligence software, and marketing automation systems, a veritable arsenal of high powered digital tools. Combined, they have provided contact center staff with the ability to target their messages, personalize communication, ensure omnichannel fluidity and time their sales communication to only ‘strike while the iron is hot’.
Likewise, on the customer end of the communication line, the “digital tower” is represented by the smartphone. The ever ubiquitous smartphone provides an unprecedented potential for completing process tasks that result in sales conversions, account renewals, program enrollments etc. Customers are with their smartphones constantly, using apps and online tools to complete a whole variety of tasks. Call centers can, therefore, extend the use of the smartphone beyond communication and yet still be safely within the realm of customer capability. For example, the smartphone can potentially be used to fill out forms, digitally sign documents, submit documentation and upload pictures. This level of optimized digital capability makes it possible for customers to complete processes digitally, end-to-end.
Transforming Call Center Communication
CallVU’s digital customer engagement platform provides a digital transformation, that broadens the connection between the company’s powerful back-end software and the customer’s smartphone. By optimizing digital capability, companies transform the entire path of communication so that it now taps into the full extensive capabilities that lie at either end of the two digital towers.
In a fully digitized communication ecosystem, a customer is on their preferred digital channel (be it social media, the app, the web, etc) where they respond to a specific campaign. The customer decides to apply for the service online, a form is automatically sent to the customer from the form repository. As the customer fills out the digital form, all the customer information is automatically saved to the CRM in real time. Once onboarding is complete, the digital platform applies analytics to predict the needs and preferences of the customer. Additional products and services are then offered, based on customer profiling. These upsell and cross-sell offerings are then promoted to the customer on the digital channels that they have already demonstrated they use.
A Broadened Communication Pathway
In a prime case example, this digitized capability could be used by a service provider. A customer contacts the service provider to inquire about service packages advertised on their website. The customer calls up the company and once put through to a live agent request more information. The agent sends more detailed information, including pictures directly to the customer’s smartphone. More aware of the details of the product offering, the customer decides to make a purchase. While still on the phone, the agent sends the customer a digital form to fill out, the customer fills out the form, asking the agent to clarify anything that’s unclear. Then with their smartphone, the customer scans documents and proof of identity that’s required and uploads them to the digital application form. In a matter of moments after being submitted, the customer is advised that the purchase has been approved.
There are numerous benefits to an optimized call center communication, such as the ability to:
- Achieve complete process automation
- Improve data accuracy
- Improve data security
- Increase customer satisfaction
- Increase upsell and cross-sell revenue
- Reduce operational costs
CallVU, a leader in digital transformation, has helped companies across the globe to build these dynamic communication pathways, dramatically improving their revenue by supporting companies to take full advantage of their inherent digital power.