Distributing the COVID-19 Vaccine: Handling Logistic Challenges with CCaaS and UCaaS

Yukti Verma

Author

Contact Center

March 17, 2021

8 mins read eye

Table of content

Currently, we are witnessing one of the greatest logistical challenges of our time—the distribution of the COVID-19 vaccine across the globe. While the prospect of an effective vaccine brings with it a lot of excitement and hope, the reality is that distribution companies have quite a lot of roadblocks to overcome.

Businesses are taking different measures to ensure that the drive runs smoothly around the world. And UCaaS and CCaaS can greatly aid this process. Wondering how? We’ll tell you in a bit.

First, let’s understand the difference between these communication types.

Differences between CCaaS and UCaaS

CCaaS and UCaaS are business communication technologies. They both operate through your hosted phone system, meaning all you need is an Internet connection and a compatible device to set them up.

These are both really powerful tools that help you deal with day-to-day operations. You can ensure seamless team communication with UCaaS and encourage collaboration even when people are located miles away. Needless to say, collaboration enables you to benefit from your staff’s combined knowledge and inputs, and makes it easier to solve complex issues.

With the addition of CCaaS, you can ensure that customers receive great service every time they contact you. Your agents can work from anywhere and still offer the same level of service through their hosted phone systems. They can also keep customers informed and even convert leads to sales from their own homes, even through a global pandemic!

So, while UCaaS can take care of all internal communications, CCaaS services can improve your outreach and customer interactions. Now that we know the difference between the two systems, let’s take a look at how each of these can help with the rollout of the COVID-19 vaccine.

How can UCaaS and CCaaS help with the COVID-19 vaccine rollout?

These communication systems help you work collaboratively—a key part of solving the logistical challenges. For the vaccine rollout to be a success, people need to work together, whether it’s in hospitals, distribution centers, transport, or anywhere else for that matter. All of this is possible with the capabilities of UCaaS and CCaaS.

Working from their own devices, staff spread across the world can connect with their colleagues to coordinate processes, arrange staff cover and facilitate glitch-free vaccine delivery. You can eliminate any unnecessary delays caused by the lack of coordination or miscommunication.

As some vaccines have strict temperature requirements, time is of the essence. You need intelligent and reliable communication software to ensure everything runs smoothly. This is what UCaaS and CCaaS offer at a low cost, using only an Internet connection.

Additionally, hosted phone systems provide plenty of amazing features that help solve logistical issues and simplify both internal and external communication. A virtual assistant with IVR can be used to answer calls and route them to the concerned person instantly to enhance first call resolution. Any calls that are missed can be recorded as voicemails and forwarded directly to the agents’ email.

The cloud offers various similar features that are aimed at making coordination effortless and vaccination drives smoother.

Some of these include:

1. Voice broadcasting for general information sharing

You can use your UCaaS or CCaaS system to broadcast information en masse to your customers. Voice broadcasting allows for much more effective use of time for getting the word out and spreading awareness about the vaccine, or contacting people to book their tests and appointments.

2. IVR for personalised information dissemination

You can use your hosted phone system’s IVR to spread information by personalising the message customers hear when they call. Give out the latest information and answer frequently asked questions to save your operators time, and ensure that only the urgent enquiries make it through to your agents.

3. Bulk SMS for information that needs to be saved

You can send out bulk SMSes to update your client records. This is ideal for the distribution of the COVID-19 vaccine as it helps you check if your data is all up-to-date before you go about sending letters and contacting patients for appointments—something that’ll save you both time and money in the long run!

Text messages also enable quick and effective communication, even in areas of poor network. And the best part? People don’t have to worry about hurriedly jotting down information; all the details remain saved in their inbox for when they need it.

4. Number masking to ensure the privacy of healthcare workers

In these difficult times, healthcare workers are working hard enough as it is. If you don’t have the right privacy measures in place, you risk exposing their phone numbers which could result in them receiving large volumes of uninvited calls they’re not equipped to handle. Deploying one-way or two-way masking will help you safeguard the contact details of both the frontline workers and patients, enabling only appropriate and relevant connections.

Businesses will need to collaborate with people across the globe to make sure that the manufacturing, delivery and distribution of vaccines run efficiently. With hosted phone systems, this is simple and cost-effective. As calls are made through an Internet connection rather than a traditional phone line, it becomes super easy to make international calls and coordinate deliveries. This means, there are no limits on conversing with colleagues and suppliers around the world, as the cost is no longer a factor.

How can UCaaS and CCaaS help solve logistical challenges?

Rolling out the COVID-19 vaccine involves lots of collaboration between governments, hospitals, distribution centers, and suppliers. Additionally, it also requires practically constant communication with the general public to ensure that the vaccine reaches them on time.

For example, in the UK, the NHS is working tirelessly to contact everyone who is in line for a vaccine, in order of priority. This is a logistical challenge in itself, even without considering the transport and distribution of the vaccine.

A business VoIP solution allows you to set up a hosted contact center using which agents can connect with each other from anywhere in the world. Using cloud solutions, you can hire workers remotely. They can call customers and make appointments for the vaccine through the hosted phone system itself, which can be connected to your CRM for better customer management.

This eliminates one step in the process as vaccination appointments can be booked in a single phone call with all the necessary information at hand, rather than trying to chase customers who may be unfamiliar with online bookings.

UK residents have recently been advised to call the NHS to book their appointment—if they haven’t been contacted already. A hosted contact center can act as a central touchpoint to handle all the calls and automatically route callers to the next available agent. This solution is simple and cost-effective, and all an agent needs is an Internet connection and a compatible smart device to make and receive calls.

The beauty of CCaaS and UCaaS is that they can work for both inbound and outbound contact centers. Dedicated agents can make outbound calls for appointment bookings while others can handle the inbound call traffic and take queries.

With no limit on the number of lines that can be added to your hosted phone system, you can create a contact center that meets your exact needs, and you can add or remove temporary workers as and when required.

In terms of customer service, having more agents at your disposal would significantly reduce the waiting time at your center. The vaccination programme is new to everyone, so it is likely that people will have queries and want confirmation or reassurance. You can set up a well-equipped contact center in minutes to tackle all the concerns quickly and accurately.

With both of these cloud solutions, you can manage all aspects of your hosted contact center via Acefone’s online portal. This portal gives you access to detailed analytics about call waiting times, agent performance, call recordings, call costs, and more.

You can now manage your teams and the day-to-day running of a hosted contact center from the comfort of your own home—perfect for solving logistical challenges in the midst of a pandemic.

There are also plenty of features of a hosted phone system that support the logistics of rolling out the COVID vaccine, including:

Second dosage reminders via texts and calls

You can use your hosted phone system and all the data saved on your online portal and CRM to ensure that timely reminders are sent out to patients needing their second dose. You can even send them bulk SMSes directly from your phone system, saving you the time spent in contacting each person individually. With a record of every message chain maintained, you can follow up with anyone who hasn’t booked an appointment with a scheduled call back.

Feedback via SMS or free phone number

Feedback is important to ensure that you are dealing well with the logistics of such a large-scale project. Your customers may suggest ways in which you could streamline the process. Hence, it is useful to listen to their thoughts and make improvements to the rollout. You can send out feedback forms to all contacted customers with an SMS message, or set up a free phone number that customers can call at no cost.

Top 10 Features Of Hosted Phone System That Competitively Set You Apart

Conclusion

As we can see, there are many ways in which hosted phone systems can be used to make life easier for the people involved in the distribution of vaccines, whether on the production and delivery side or the actual vaccination of patients.

Keeping lines of communication open is key, and clear conversations ensure that there is less margin for error in the distribution of vaccines. Opening communication up to the public is ideal, too, to help them feel more comfortable and updated during a very unfamiliar situation, something cloud solutions are effective at doing.

Hosted contact centers provide the perfect solution to help coordinate the booking and administration of vaccines across the world. Connecting seamlessly to your CRM system, you can make and book vaccination appointments within your phone system, saving time and money and ensuring the message reaches the right people who are in need of the vaccine.

Working together, we can all help towards the rollout of the vaccine, and both UCaaS and CCaaS can be implemented quickly to lend a helping hand to the frontline workers of the vaccination programme.

To find out more about how cloud solutions can help with complex logistical challenges in your business, call our team today on 1888-859-0450 .

If you're interested in improving your business communication solution

Give us a call on

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Give Your Start-up a Cloud-Empowered Boost In A Disrupted World Economy

Acefone Editor

Author

Small Business

March 15, 2021

6 mins read eye

Table of content

Technology has helped companies expand successfully despite facing several challenges—even more so for start-ups.

The most important part of establishing your start-up is to strike the right chord with your target audience. Your contact center plays a cardinal role in connecting with customers and reflecting your brand in the right way.

Therefore, you need to maintain a state-of-the-art contact center to have seamless communication with your clientele. A cloud telephony system helps you achieve this effortlessly.

Global cloud telephony has grown by approximately 9% in 2020. In 2021, the forecast is even stronger with an expected growth of another 17.8%.

What is a cloud telephony system?

Cloud technology enables businesses to maintain their communication on the cloud. This messaging and voice service does not need in-house infrastructure or a dedicated team for its maintenance. Unlike traditional telephony, cloud solutions don’t require additional infrastructure as it functions on a virtual setup.

Moreover, the cloud offers a variety of advantages for start-ups. Here are a few of them:

Improved scalability

Growing startups tend to incorporate the latest technologies in order to stand out and flourish in the market. This development demands a shift to updated tools in a timely manner.

If you’re just beginning your business, you may find it difficult to allocate funds for every technological transition. The shift in requirements would weigh heavy on your budget every time.

When you change to newer technology or increase resources for a temporary requirement, these resources may remain idle after the requirement is over. Additionally, in-house resources can also lose their worth after updating your environment.

Cloud telephony systems eliminate this wastage of resources. This system is maintained by a third-party provider who is equipped with the latest tools and technologies required for your upgrade. An outdated tool in your system may be reused for some other client, thereby reducing idle resources.

Furthermore, cloud systems may face unexpectedly high call volumes at times. Amazingly, their capacity can be increased or sized down based on the immediate requirements. The flexibility to scale based on temporary and permanent needs makes the cloud telephony system highly preferable for start-ups.

Enables centralised access

The COVID-19 pandemic has taken a toll on businesses—and start-ups are no exception. Several companies have begun to work from home in wake of the pandemic. This remote setup demands the need for centralised access to enterprise data.

Cloud based phone system maintain all the data on the cloud, enabling simultaneous editing and file-sharing of documents saved online. When you have a distributed team, all they need is a telephone and a strong Internet connection to execute their daily activities. They are free to connect from anywhere across the world and provide uninterrupted services to customers.

The cloud’s call recording feature makes it easy to obtain the details of productivity and derives intuitive insights from this data to improve contact center services.

Cost-effectiveness

An in-house telephony system includes the infrastructure and expertise to install and maintain the entire set-up. This may be costly for a start-up. Furthermore, it needs maintenance from a dedicated technical team that can stay on top of issues.

The cloud, on the other hand, saves you from all this trouble. Your cloud telephony provider takes complete charge of your phone system. This includes the initial infrastructure costs, maintenance, and on-going troubleshooting.

This saves a lot of time and money for your organisation. Your cloud system acts as a one-stop-shop for all your contact center telephony needs.

Enhanced security features

You should upgrade system software based on the latest security patches and developments. This is important to steer clear of cyber attackers.

Timely security upgrades ensure that glitches or vulnerabilities in your system are identified promptly and rectified on time. The third-party cloud provider makes sure that your communication ecosystem is equipped with the appropriate antivirus, antispam, and firewalls to safeguard your data completely.

Moreover, cloud service providers can educate your employees about the needs and risks involved in data compromise and mitigating practices.

For example, they will train your staff about the importance of using strong passwords and changing them periodically. The need to avoid unnecessary downloads and access unknown links from suspicious sources are emphasised.

Furthermore, cloud providers may implement a multi-factor authentication technique that offers access to sensitive business information only after appropriate authentication. They may also execute a role-based authentication wherein access is provided to employees who need the data in question to accomplish their job responsibilities.

This is how cloud telephony strengthens and secures your system.

Reduced downtime

Downtime can disrupt the functioning of all your office systems, resulting in wastage of resources and time. It can be caused due to natural disasters, technical glitches, or even due to human error. Whatever the reason, it causes a hiccup in connecting with your customers, thereby negatively impacting your image as a reliable brand.

Essentially, there are two approaches to deal with a crisis. One is to take proactive measures and the other is to address them as and when they happen. Your cloud telephony system is a perfect blend of both these approaches.

This system saves an automatic backup of all your business data. In the event of a natural disaster or cyberattack resulting in data loss, your cloud provider is able to restore data from the repository in no time. The capability of a cloud phone system to bounce back spontaneously after a data loss reduces the possibility of downtime.

Better monitoring capabilities

The cloud is capable of recording and monitoring every call. This data can be used to improve the overall productivity and performance of your phone system.

Stakeholders can use this recorded information to review the quality of calls and the performance of representatives. It helps identify weaker performers and find a way to improve their efficacy. So, bottlenecks in contact center processes can be picked out and addressed promptly.

For example, if a series of call data signifies that a particular type of call has consumed more than the average amount of time to get resolved, you may look into the reason behind it and find an appropriate alternative.

If the delay in presenting the resolution is due to a lack of sufficient resources to obtain information, you can integrate internal customer data management tools like CRM with your telephony system to expedite processes. This hindsight into the daily processes is effectively provided by your cloud telephony system.

Wrap up

Cloud technology is the need of the hour, especially for growing start-ups. It controls costs and comes with several features that boost the working efficiency of both the contact center solutions and the organisation as a whole. Hopefully, the above-mentioned points will throw light on a few of the advantages of using cloud telephony systems for start-ups.

You can avail the latest cloud tools at the best market prices with Acefone. simply dial 1888-859-0450 or send an email to [email protected] and we’ll be right with you.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Acefone Editor

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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

How Relevant Is Video Communication In The Post-COVID-19 World. Is It Here To Stay Even After People Go Back To The Office?

Yukti Verma

Author

Interaction Hub

March 10, 2021

6 mins read eye

Table of content

2020 is over but some of the challenges that the year brought with itself still loom over us. The pandemic severely impacted several organisations. While some continue to overcome the setback, some were even forced to shut shop.

With new norms like social distancing and contactless transactions, organisations world over have been looking for effective and reliable ways to connect with customers. One such medium that has come to their rescue is video content. Businesses have utilised the power of videos to strike the right chord among their audiences.

One wonders though–what happens to these strategies post the pandemic?

We reckon communication through videos is here to stay and will continue to be a major medium even after offices begin to function at their full capacity.

Below we have consolidated a few ways video will continue to support operations through the post-pandemic world. Check them out!

1. The utilisation of visual IVR systems will increase

Most of us have come across Interactive Voice Response (IVR) systems. IVRs are automated systems that are used to direct customers to the right department for query resolution.

For instance, if a customer contacts your call center for a technical issue but ends up in the sales department, routing their call from the sales department to the technical wing might take time. However, with an IVR system in place, businesses can ensure that callers punch in the right numbers and get directed to the desired departments. This saves, both, time and effort and eliminates the risk of customer dissatisfaction.

Not just that, IVRs can also be customised to answer some frequently asked questions to facilitate faster query resolution without any human intervention. And for businesses that want to up their personalisation game even further, there’s visual IVR systems.

The main difference between a voice response system and a visual response system is the platform they are based on—the latter is based on the organisation’s websites and mobile apps. Your company must have at least one among the two to incorporate visual IVR – and if it has both, even better. Furthermore, links to visual IVRs are also sent through messages or the mobile app.

This makes sure that if the customer needs to speak to an agent, the agent is equipped with all the required information and will not need to ask further questions. Furthermore, links to visual IVRs are sent through messages or the mobile app.

Similar to an IVR, the customer is provided options via the menus. They can choose the appropriate option and reach out to the concerned agent or department. Visual response systems also accumulate adequate information about the customer query during navigation. This equips both customers and agents with relevant information for better conversations.

Additionally, not all customers are comfortable seeking help during off-hours or late in the night. It is also possible that your company doesn’t have 24×7 support. Thus, having a system in place that not only offers basic solutions to customers with minimal effort but also is available round the clock to attend to them is a great asset to any business.

Such a comprehensive and personalised visual IVR system will be hugely preferred even after employees get back to their workplaces.

2. Video-enabled contact centers will become the norm

A video-enabled contact center helps organisations deliver seamless customer experiences. These contact centers can use pushed video information in the form of static or dynamic graphics, or real-time video information. This also helps:

Agents who help callers during physical tasks. These agents can use the push video facility to provide appropriate directions. For example, if the caller is trying to assemble your product and isn’t getting it right, your agent can use the video option to demonstrate the assembling process. This will provide quicker resolutions and also reduce average call handling time, thus increasing customer satisfaction.
When the caller needs to view things in real-time. Your contact center agent can offer a live demo of the product’s capabilities to ensure the comfort of customers.
When your agents wish to provide testimonials over static videos. After all, information that is presented visually is better received by customers.
Especially in the medical sector. Patients are able to explain their symptoms better, and doctors are able to help people with procedures like CPR.

These capabilities will ensure that video-enabled contact centers are here to stay for a prolonged period.

3. Collaboration will improve with the help of visual conferencing tools

This pandemic has brought about a new normal. The most popular change is the work-from-home model. Organisations have learnt to function in a distributed set-up. And several businesses are planning to continue this trend even post-pandemic owing to its convenience and feasibility.

A report by Buffer reveals that 57% of workers were already working remotely even before the pandemic hit. Surprised, right?

In a remote set-up, collaboration is a must to maintain business continuity. This is where visual conferencing tools help––they come with capabilities of instant messaging that facilitate instant doubt clarification. Thus, team interactions and discussions become highly effective through video conferencing tools.

Moreover, these tools not only serve official purposes but can also be used for team-building activities. Your employees can easily ping each other for a casual chat and socialise during office hours.

Virtual review meetings and video calls can also be used to track team performance and interact with team members. Even interviews can be conducted over a video call and this enables businesses to hire skilled employees from around the world.

Incorporation of these visual conferencing tools will pave the way for improved collaboration in a remote working set-up even in the post-pandemic world.

4. Visual tools will result in enhanced customer experiences

The ultimate aim of businesses is to satisfy customers and deliver contextual experiences using visual communication tools. Through video calls and messaging mediums, you can connect with customers effectively. These tools enable your agents to gauge the mood of the customer and provide appropriate solutions.

For example, in a scenario wherein the customer looks agitated but sounds normal, the agent can ask appropriate questions, observe the reaction of the customer, and provide answers accordingly. In fact, the agent can also consider offering a discount to satisfy the customer. Again, visuals help the agent make informed decisions about transferring or escalating calls if need be.

Personalisation is yet another aspect of customer service. A customer always appreciates being heard and noticed. Video medium serves this purpose well. Visual interactions make the customers feel valued.

This virtual setup will offer a one-to-one experience and at the end-of-the-day, the mere assurance that their problem has been noted will leave customers happy. Moreover, visual interactions offer just what the customer needs rather than bombarding them with mundane information.

Wrap up

Visual communication tools are undoubtedly powerful when compared to traditional audio tools. They have a lasting impact on the caller and help deliver the intended message. Hopefully, all that we have discussed will throw some light on the importance of video tools and how they will continue to help businesses even after the pandemic is over.

Does your business have any video tools deployed? If not, you can connect with one of our experts on 1888-859-0450 and find the perfect communication tool for your needs.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

7 Tips to Keep Your Virtual Number Spam-Free

Acefone Editor

Author

Uncategorized

March 9, 2021

5 mins read eye

Table of content

When you run a business, you should expect phone lines to keep buzzing throughout the day. A ringing phone is often the sign of a prospective customer, but that’s not always the case.

At times, you may get swarmed with spam calls—the last thing any agent would want to encounter.

In fact, spam calls are more common than you’d imagine. According to TechCrunch, spam calls witnessed an 18% growth in 2020 despite the global pandemic. You can well imagine the chances of getting them on your virtual phone number, thereby disrupting an agent’s work and productivity. It makes sense to have a preventive strategy in place so that agents can focus on genuine prospects and stay on top of their tasks.

Fortunately, some easy measures can help you keep your business virtual assistants spam-free. Even if you cannot prevent spammers altogether, it is still possible to curb them and let your agents focus on critical work. Let’s explore how:

Dealing with Spam Calls on your Virtual Phone Number

A spam call refers to any type of unwanted call that your system receives. While they may seem insignificant at first, they can build up to become a real nuisance or even harmful. Your agents will end up attending to them for a good part of the day and struggle to deal with the stress they add on. Here are the tactics you can implement to keep them at bay.

Consider Using an Auto-attendant

The first line of defense against solicitation bots is an auto-attendant. The best approach is to look for virtual number services that bundle up this feature within their offerings. When your auto-attendant receives a spam call, it will automatically disconnect since the bot won’t be able to navigate the call menu. Therefore, your agents don’t have to inconvenience themselves with such callers and can rely on the system to filter them out.

Leverage DNC Registry

An obvious way to steer away from spam calls is by leveraging the ‘Do Not Call’ list. You simply need to register with the NDNC, and voila—there won’t be calls from pesky solicitors and telemarketers disturbing your agents anymore. While the DNC registry may not completely stop the calls, it can reduce them to a minimum. Alternatively, you can use a service like ‘Do Not Disturb’, which will stop the notifications for incoming calls from specific numbers. You only have to add the unwanted numbers to the list once and you’re all set.

Block Spam Numbers

While using the ‘Do Not Disturb’ feature has you covered to a considerable extent, blocking spam numbers takes you a step ahead and safeguards your phone system entirely. Just block suspicious numbers when you first come in contact with them, and your system takes care of the rest. Alternatively, you may have to invest time—go through the call history and manually block each number from where you got unwanted calls. This step may take some effort, but it is a full-proof damage control measure that you can rely on.

Switch Numbers if Possible

Perhaps the most effective measure to eliminate the possibility of spam to your virtual number is by getting a new number. But this isn’t feasible for businesses that have established phone numbers in use, since this would alienate or confuse their long-standing customers. You cannot risk losing prospects and existing customers just because they don’t recall your new contact. However, switching phone numbers may be a viable option for new businesses or businesses with numbers that haven’t been in use for pretty long.

Contact your Virtual Number Provider

A more drastic measure to deal with spam calls is to connect with your virtual number provider and escalate the issue. This can act as a last resort if you have tried everything else but are still struggling with a growing number of unwanted calls. Your provider can help you block calls from specific numbers that you do not want to connect with. Besides blocking specific phone numbers, you can even blacklist calls from specific area codes, which give you broader protection against spamming.

Go the Extra Mile with Tracking

Making conscious efforts to safeguard your business phone number against spam calls is worthwhile, with many benefits in store. You can go the extra mile by integrating call tracking with spam control measures. Beyond enhancing agents’ productivity, it can also protect your call tracking data from being skewed. It is easy to fall prey to advertising companies that guarantee a specific number of calls or leads by collaborating with them. However, you’ll often end up getting fake calls that can mess up your data. Utilizing a call tracking feature lets you understand the actual performance of the ads as well as identify spam calls and provide insights on quality leads.

Conclusion

Spam calls on your virtual phone number can be a real pain in the neck, so it is vital to deal with them with stringent measures. The best approach is to collaborate with a virtual number provider that can help you handle the issue with the right features and add-on assistance.

Acefone is a name you can trust as it offers dependable services and high-end features, including call blocking and blacklisting. You can rely on top-notch service to ensure seamless connectivity with genuine callers and avoid spammers effectively.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

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2025 Trends In The Retail Industry To Watch Out For

Acefone Editor

Author

Contact Center

March 8, 2021

7 mins read eye

Table of content

The year 2020 was a challenge for all businesses, large and small. The retail industry was one of the worst-hit in the pandemic as many brick-and-mortar stores were forced to close their shutters due to the pandemic situation. People were not able to visit stores, strict restrictions on limiting the crowd were enforced, and many lost their source to earn a living.

However, the new year comes with ambitions and changes. 2021 has dawned with hopes to bring in numerous positive changes in the way businesses function. Like many industries, retail is also taking the route to the cloud. With the help of cloud communication services, many businesses have shifted to an online platform to reach their audience even in the midst of the pandemic.

These shifting trends will pave the way for a boost in income for businesses along with the satisfaction that they have made a significant move for the benefit of the customers.

Here, we have listed a few of the trends to watch out for in the retail industry this year.

– Social commerce

With the kind of concerns brick-and-mortar stores have during the current COVID-19 situation, undoubtedly, online shopping is here to stay and will sustain for a prolonged period.

Customers have begun to depend on online stores for even their basic requirements. This trend has resulted in the boom of social commerce. As the name suggests, social commerce is all about shopping through social media platforms. All they need to do is access the page of the particular brand, select the product, and proceed with the shopping. This kind of option is available on social media platforms like Facebook and Instagram wherein shops can be set up for the customers to view.

‘Shops’ on Facebook and Instagram are custom storefronts that allow the sellers to not just set their online store but also customise it based on their brand norms. It includes themes, banners, images, and buttons that can be used by the sellers to create an appealing store to reach out to a wide range of audiences across the globe.You can also set your online WhatsApp eCommerce Store to operate it via WhatsApp platform.

The major advantage of this feature on social media is that customers access these online stores with confidence when compared to clicking on third-party links to shop on other stores.

– Focus on prompt delivery

This article will be incomplete if we don’t mention prompt delivery while we discuss the retail industry. With rising expectations from customers, retail giants have been constantly focusing on ways to deliver on time and as fast as possible.

The trend first started with delivery preferred within two days to shifting preferences for the same day delivery. There are e-commerce brands like Amazon’s Prime Air that promise delivery within thirty minutes of the order being placed. Moreover, there are also options for delivery by robots and drones. You should note that though same-day delivery is not far from the norm, we will see even more improvised fulfilment technology and standards evolve in 2021.

– Increased products on personal health and hygiene

2021 is not just about offering the customers seamless customer experiences but also about providing them with the products they need. This pandemic situation has undeniably changed the way customers shop online along with a drastic shift in their purchase priorities.

According to a report by Accenture this report, 34% of customers increasingly purchased personal hygiene products while cutting down on discretionary categories. This behaviour extended beyond the first lockdown that was imposed. Customers across the globe have begun to focus more on their health. There was a spike in sales of cleaning liquids, sanitisers, and products related to personal care and hygiene.

Furthermore, these changes in habits will be retained by customers and provide opportunities for brands to augment and modify their offerings based on shifting trends and preferences.

– Offline e-commerce

Have you ever thought about visiting your favourite online stores in person? Well, you will be able to do it this year. A majority of online stores have not seen the need to have a brick-and-mortar store for their customers. Though COVID-19 saw a serious decline in sales in physical stores, several online stores are coming up and have already begun their sales in the high street.

Consider the example of Amazon, which has started to bring the ease of online shopping to physical stores. The Amazon fresh grocery store helps customers make their purchases from physical stores as well as online. It promises same-day delivery along with separate policies for pick up and returns.

2021 will see an increase in the number of such stores being set up.

– Personalisation

Personalisation is the key to success. Customers feel noticed and satisfied when you offer them a product or service they have been looking for. By taking your business to the cloud, you get access to a plethora of features that enable you to gather deep insights on your customers, helping you to build a detailed customer persona.

Personalisation doesn’t limit to simply using the name of the customer when they are on your website but extends to predicting the customer’s purchase behaviour, shopping trends, recommending products, tracking location, and purchase history.

Creating this kind of customer persona will help you obtain valuable insights into the customer’s demands and personalise their experiences. Furthermore, you can attract customers and boost sales by recommending products and promotions based on their needs rather than giving them generic and mundane information. Personalisation will be an emerging trend in the near future especially in the retail industry.

– Better implementation of AI-driven analytics

Artificial intelligence is a boon for the retail industry. Not just in the year 2020, but even previously AI has helped marketers identify trends and provide what the customers need. AI-driven retailing helps understand customer behaviour, pick particular shopping trends, and helps modify product offerings.

Additionally, it supports recommending products to customers based on their budget and preferences. Thus, it simplifies the task of analysing vast amounts of data significantly.

The best part of AI-driven analytics is that it improves with the increase in the amount of data. A number of cloud service providers offer their clients features to monitor every activity of their business and their agents. These algorithms keep refining themselves and offer interactive and comprehensive reports that hugely contribute to fine-tuning product offerings.

The year will see an increase in the incorporation of these AI-driven analytics by retail businesses.

– Omnichannel presence

Customers love to choose from a myriad of options. They may approach you from any medium they wish. You should be able to ensure a consistent yet seamless experience for the customer irrespective of the medium chosen.

For example, today the trend is such that offline store owners maintain a synchronised online store for the convenience of their customers. Again, the trend is that online stores have begun to open offline stores despite the pandemic situation.

Retailers have begun to embrace the power of Virtual Reality (VR) and Augmented Reality (AR) to maintain consistency in the experiences they deliver. Cloud solutions have enabled a variety of options for businesses to integrate these on different platforms.

Customers who shop online are provided with VR environments to enjoy immersive and feature-rich experiences. On the other hand, offline customers are given options of AR to access product information they have on their shelves of the stores.

2021 will see a massive convergence of offline and online stores along with the adoption of advanced technologies.

Wrap up

Demands and trends amongst the target audience will keep changing. Business owners should gauge these changes promptly and modify their offerings accordingly. This pandemic has imposed several transformations in the way retail businesses function. The key is to be able to reach out to customers even in the most challenging scenarios, embrace advanced technologies, and remain updated about customer purchase behaviour.

These will help businesses to earn a competitive edge in the marketplace. Hopefully, the above points will throw light on a few of the trends that will be topping the list in the year 2021.

If you are looking forward to taking your business to the cloud this year, then Acefone might be the answer to all your questions. Connect with one of our experts today at 1888-859-0450 or mail us at [email protected] and explore various cloud solutions for businesses in the retail industry.

If you're interested in improving your business communication solution

Give us a call on

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Experts Speak: Here’s Everything You Need to Know About CX by Naeem Arif

Anshika Nagar

Author

Expert Opinion

March 5, 2021

7 mins read eye

Table of content

Business landscapes may be ever-evolving, but here’s one ultimate rule: how you prioritise customer service inevitably defines what your business means to you and to your customers. In fact, it wouldn’t be so farfetched to say that even if you sell top-quality products or services, one bad experience can put a customer off forever.

No matter your industry, size or scale, delivering excellent CX drives many factors in your favour––customer loyalty, customer retention, or the highly-coveted word-of-mouth publicity.

However, that is easier said than done. We know that providing consistent service to every customer, every time can be challenging. The staggering number of strategies, the variety of channels customers reach out on, and the over-saturated playing field sets a daunting scene.

But wait. There’s no need to get overwhelmed. For our ‘Expert Opinion’ series, we have roped in CX expert Naeem Arif to simplify these concepts for you. An award-winning entrepreneur and management consultant, Naeem Arif is often known as the ‘Customer First Enabler’.

Read on to find out what Naeem Arif—with over two decades of experience in the field—has to say about providing consistent top-of-the-line customer service.

Ques 1: Why did you decide to enter the field of customer experience and be a business coach?

Naeem: I suppose you can say that I didn’t decide to get into CX, it just happened naturally. My family owned a restaurant and then a retail business, so I grew up learning about the importance of giving good customer service. It was always more than just a transaction. A good customer experience now, for me, is something that customers don’t just expect but demand.

Ques 2: How has the customer service industry evolved over the years?

Naeem: It is very interesting to go to new businesses, see what they do and recognise what they are capable of. Traditionally, this was what a consultant or an analyst would do, but for a long time, there wasn’t a lot of research in the field of CX.

A key turning point was when Fred Reichheld (New York Times bestselling author and a business strategist known for his research on loyalty marketing and business model) asked, “What is the likelihood that you would recommend Company X to a friend or colleague?” That’s how we came to the concept of Net Promoter Score (NPS).

It started a new era of customer service, with its language and terminology becoming more common. And, as CX consultants, we can now easily explain these to our clients.

In the last few years, CX has really developed as a profession. There are a growing number of professional CX qualifications and associations around the world, most notably, the CXPA (Customer Experience Professionals Association) which is leading this space.

Ques 3: Can you talk about the role of technology in improving customer experiences?

Naeem: Technology is influencing all aspects of businesses. Even from a customer’s perspective, it is setting new standards of expectations. Leading this charge are companies, like Amazon and Facebook, that have transformed the way we find, order and consume products and services.

There are two things that have happened over the last decade. Firstly, it has become easier to start a business, which means that there are many more options for customers to pick from. Secondly, people value their time a lot more and don’t want to wait around for things that can happen quicker with the right technology.

Customer expectations regarding the simplest of things have changed. Take for example, queuing up to pay for purchases, one-click buying or next-day delivery. Companies that are reluctant to adapt to the latest technology are in danger of going out of business.

Ques 4: How important is customer acquisition and retention? And how do they affect the business world?

Naeem: A lot of companies focus all their attention on customer acquisition. They are forever chasing new businesses and leads. While it is important to do so, they often forget to invest time in customer retention.

Unless you have a product that you sell only once, you will want to see customers return to you for repeat purchases. Repeat customers are inevitably more profitable—you spend less time convincing them to buy from you—and they become good referrals too.

It often upsets me when a business invests a lot of time in acquiring new customers, and then does not pay enough attention to them, shifting their focus to getting new ones.

Ques 5: Could you comment on the changing trends in how businesses prefer tackling CX?

Naeem: There is an increase in the amount of knowledge and research in the field of CX recently. And with it comes an acceptance of the importance of consumer experience, businesses are not only taking it more seriously, but are also seeing a direct impact on their return on investment.

As a company, you can set up a digital presence, launch a website, handle social media channels, and work on SEO. But so can other companies. What cannot be replicated is providing good customer experiences. A personalised customer experience can create precious memories which can lead to higher customer retention.

Ques 6: Please share a customer service experience that inspired and influenced you as a professional.

Naeem: There are many inspirational stories in the field of CX and more are being created every day.

I always go back to the simple things I see and experience; like that birthday meal at a restaurant where the owner made you feel special. Or when you go back to a retail store you frequent and they remember your name and favourites. Or, say, when you check-in at a hotel you previously stayed at and they remember your preferences.

These are the types of simple customer experiences that create a lasting impression.

Ques 7: As a customer experience manager, how do you implement service-related policies and changes like schedules and new customer incident reporting procedures?

Naeem: I believe that everyone in your organisation, from the doorman to the delivery men, needs to understand the role they play in providing customer delight.

Like a chain, every link has a responsibility. If a single link fails, the chain will break. That’s why everyone must understand that customer service and experience are not just limited to the sales or marketing teams. ‘Creating repeat customers’ must be a part of the company culture, if not its DNA.

It is important to explain to your staff why you are making changes and how these changes will help them work better towards their goals. If you simply ask them to make changes without explaining the reason, they are more likely to resist.

Ques 8: Your book, Customer First: How the best-loved brands convert and retain customers, is quite a hit. What are some key insights you’d like readers to take from it?

Naeem: The book is based on my knowledge and experience of working in customer-facing roles for two decades. There are a number of things I talk about, but here are 3 things that I hope everyone understands after reading the book:

> While SEO and big data are important, they won’t replace a friendly welcome and personal attention. Excellent customer service is how SMEs will dominate the marketplace; customers will remember your service much longer than your price.

> Chase customer satisfaction—not turnover, and you can create a loyal clientele who will further spread the word for your business.

> I am a big advocate of putting the customer first in everything I do. Repeat customers are way more profitable than new clients.

Ques 9: Are you working on any new book? If yes, can you please elaborate on it?

Naeem: After the launch of my first book, I have managed and delivered a CX book series called Customer Experience. In this series, the spotlight is on new experts from around the world. We have released two editions in the last year and both were No.1 bestsellers in different counties.

Ques 10: What tips would you give to business owners looking to improve their customer journey?

Naeem: Customer journey includes the steps that your customers take as they engage with you. It can start off with awareness building, and culminate in buying your product. You need to understand this journey from your consumers’ point of view and not yours because this isn’t about what you are going through as a company. Experiencing your customer’s journey can provide great insights into how easy or difficult it is for them to buy your product or services. Additionally, this journey should also promote repeat purchases.

To sum up

With this interview, Naeem Arif has not only reiterated the importance of dishing out excellent customer service but has also given keen insights on how to achieve it. These useful tips certainly help you strengthen your business communication and customer service skills.

Acefone can help you further your CX by embracing the power of cloud communications. Call 1888-859-0450 or email [email protected]m to get in touch with our experts today.

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Anshika Nagar

Author

Anshika Nagar is the assistant content editor at Acefone. She enjoys interacting with different forms of media and loves to write about tech, travel and lifestyle. When not working, you will find her reading and binge-watching tv shows. Connect with her on Linkedin

Perfect your Communication Audits with Acefone’s Online Portal

Diksha Gusain

Author

Operations

March 3, 2021

7 mins read eye

Table of content

A business is more than numbers, profits, and corporate jargon. It involves people, rather exists for people. And for humans to work in tandem, impeccable communication is integral.

With a growing business, the scale of your operations also grows at an unprecedented rate. When so many people and processes are involved, it’s easy to lose track of communication and strategies for effective management.

It’s important to take a step back to re-examine your workday, thoroughly and accurately.

Communication audits help you gauge how your employees are performing and engaging with the clientele. This is why they are fast gaining popularity as an essential business practice. We’re here to make your job much easier. Read on to learn more about communication audits and how Acefone’s online portal can equip you for them.

Let’s start with the basics.

Understanding communication audits

Through a communication audit, you can assess how your brand is communicating with all the stakeholders—including how you portray your image, goals, and values.

Just like financial audits are considered integral to organisational performance, businesses are realising the importance of communication audits as well. You should regularly check if all your processes are in order and how well your conversations are doing in order to retain efficiency.

What can Acefone’s portal do for you?

All your communications managed in one place.

You can monitor performance in real-time and analyse detailed reports based on regularly collected metrics using Acefone’s online portal. Here’s what your dashboard will look like (depending on the aesthetic you prefer).

Light Mode Portal

Acefone portal light mode

Dark Mode Portal

Acefone portal dark mode

As you can see, you can track different kinds of data in one place. From live metrics to summaries and reports, all your data is managed efficiently and securely on the online portal. On the dashboard, you also have ready access to FAQs, News/updates and video tutorials. Therefore, agents can easily look up relevant information at any time to allow smooth-flowing conversations with customers and partners.

Let’s explore the Acefone portal a bit more:

By going on the “Users” section, you can check all employee information using your phone system. You can access their names, extensions, license, login status, extension status (available or away from desk) as well as their minutes usage.

You also have the option to browse through different categories to check on how your services are faring.

Check Categories For Services

Next, if you go to the Integrations section on the services menu, you’ll find that you can check what integrations you already have, as well as what apps are available for immediate integration.

Multiple App Integration

These applications allow your agents to have more informed and contextual conversations since they can have access to customer history and vital partner information. You can ensure a consistently high quality of service by equipping your staff with powerful tools.

But the real ‘Belle of the Ball’ for your communication audit would be the reports section of the portal. Extremely useful analytics and metrics are collected in real-time by the system and collated to form meaningful reports. You can derive insights from this portal effortlessly to conduct your audit and incorporate the findings into your business strategies.

Multiple Reports

Through this menu, you can navigate to reports for different kinds of metrics. Let’s look at Call Detail Records as an example:

Call Detail Records

Just type in the DID (direct inward dialling) number, dates, and time for generating a report. Not only will you be able to see all the details of the calls in that time period, but you can also download the recordings and/or voicemails so as to not miss a detail.

Similarly, you can track SMSes, real-time calls, and categories of different analytics. You can also generate scheduled reports and have them directly sent to your inbox.

Tips to perfect your communication audit

So you now know what a communication audit is, and how your portal can give you relevant insights to conduct it successfully. You’re almost there.

But first, let’s discuss some important tips and practices to follow for auditing.

1. Check on different aspects of your communications

Determine the scope of your audit. Your company’s communication is not limited to conversations with customers. Every message your brand puts out—on different avenues—is involved in curating your image and therefore, dictates your success.

This includes your social media posts, YouTube bio, and even your email subject and footer lines!

The audit should cover all of your messaging so you can identify how many consumer touchpoints you have, and how well they’re performing.

2. Evaluate your past and recent performance

Using analytics and key performance indicators (KPIs), you can assess how your communications have fared recently. Gather all the relevant data and make sure it answers burning questions, like:

What is the message that we want to convey? Did we do it right?
Did we connect with our target audience?
Did we cover all the channels?
Do people still have questions or did we communicate all that was required?
Did we keep up with our focus, for example: were we customer-centric or employee-centric?
Are our insights and reports accessible easily?

So on and so forth, make sure you have a list of questions that your audit needs to answer. Keep reviewing and updating this list with changes in your brand’s goals, processes, and recent events.

3. Plan and collect reviews from your stakeholders

The most important step of assessing how your performance is faring is by asking the people who are actually involved. They can give more insightful and contextual answers that numbers or different metrics cannot.

Therefore, you should conduct regular surveys and invite criticism and feedback from customers, employees, partners, and anyone else who interacts with your messaging.

You can use bulk SMSes or voice broadcasts with IVR options to collect different kinds of data from a wide audience simultaneously. This data will be stored on your online portal and compiled into meaningful reports.

4. Keep testing

Every business works differently and has differing needs. It’s not that easy to determine what works best for you—since it won’t be the same as what worked for someone else (or even for you at some other point in time).

Therefore, you need to conduct A/B testing of your communication strategies and analyse the results. It also makes sense to create a mock plan that takes into account your collected data, feedback, and other factors. This may not help you strategise completely, but it forms a blueprint that can be further developed.

5. SWOT analysis

We’ve often heard this term in relation to business management. SWOT stands for Strengths, Weaknesses, Opportunities, and Threats. This method involves the analysis of these 4 factors for any business.

It’s important to take an unbiased approach and identify your strengths and weaknesses, as well as what opportunities arise and what threats you may face. Sometimes, hiring a third-party auditor or expert can help you find gaps that you looked over. After all, a fresh pair of eyes is always beneficial.

Conclusion

As we’ve mentioned before, communication is integral to business success. You cannot determine how well your brand is performing if you don’t conduct regular checks. A communication audit is the perfect way to track your progress and fix bottlenecks for better results.

Acefone’s online portal is a strong medium for conducting audits of any scale. You can access all the information you need, and more—in an easy-to-understand way.

To learn more about our tools and get started on your cloud journey, simply call us on 1888-859-0450 or send an email to [email protected]. Our dedicated agents will be right with you.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

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Diksha Gusain

Author

Diksha is a junior content writer at Acefone. As a tech-lover, she aims to bridge the gap between tech articles and non-savvy readers. She’s equally interested in pop culture and worldly affairs. And in her free time, you can find her with her nose buried in a book or discovering new music for her chaotically diverse playlist.

10 Reasons Why Traditional Telephony System Are Obsolete in 2021

Acefone Editor

Author

Contact Center

March 1, 2021

6 mins read eye

Table of content

A telephony system is a fuel that runs every contact center. It helps your representatives connect with your target audience efficiently and vice versa. However, you should note that having just any telephone system will not serve the purpose.

The evolution of technology in PBX systems has resulted in numerous state-of-the-art capabilities. Incorporating one that fulfils all your business needs is extremely important. For example, if you have a distributed workforce, opting for a cloud-based PBX would be a good idea.

However, some businesses refrain from making the shift due to fear of change or lack of funds to invest in a new telephony system. You should note that though incorporating a high-end system involves funds, continuing with a system that does not serve your purpose will end up increasing your expenditures in the long run. You’ll need to look for individual solutions for every particular requirement.

For example, if a traditional telephony system does not support inter-department collaboration, but your processes need them, you’ll have to purchase separate software for them. Instead, if you invest in an updated telephony system, it will take charge of all your communication requirements at once.

Having said that, we have consolidated 10 reasons why traditional telephony systems are obsolete in 2021. Check them out right away!

1. Higher cost

Traditional telephony systems are found to be more expensive than new-gen systems. This is because they require separate PBX equipment that is installed in-house. Again, this system needs special hardware and wiring that adds up to your expenditure.

Furthermore, it involves installation fees, continuous system updates and maintenance. As these activities are conducted periodically, you need to hire a dedicated team for the same. You end up spending large amounts there, as well as for system optimisation.

2. Inaccessibility

Remote work has become the new normal in 2021. Traditional telephony systems depend highly on wired network connections and cannot function outside the proximity of the network location. This means your employees are bound to the office and can’t resume work at home or on the go. This especially affects businesses with distributed workforces.

With organisations increasingly focusing more on freeing resources from location-based restrictions, telephony systems with little or no inclination towards this aspect will not score in 2021.

3. Limited functionality

Inter-branch calls, single network, long-distance calling, WiFi phones, unified communications, IP faxing, mobile faxing, call recording, remote maintenance. These are just a few of the several features that are expected from a modern communication suite. A traditional telephony system fails to meet these basic expectations. In fact, it precariously lags behind competitive technology.

Besides not being able to support a variety of features, traditional telephony systems also fall behind changing trends of the marketplace and consumer demands. A major reason for this is their lack of universal compatibility. Yet another drawback of traditional PBX systems is that they do not function with the existing broadband. Rather, they require a dedicated connection which costs the company extra bucks.

4. No backup

It is important for organisations to implement a high-end backup system in case of a crisis or data loss. This ensures uninterrupted services even if an unexpected disaster occurs. Traditional telephony systems do not offer a provision for data backup. If a hardware failure occurs, the technical staff will necessarily have to intervene to fix things.

Moreover, you can lose important data in a flash since you cannot auto-save files on a secure cloud server. This can leave your employees without systems to work on for prolonged periods. Traditional systems are completely dependent on hardware placed in-house. In the event of any failure, the entire organisation will come to a standstill.

5. Outdated hardware and technology

Phone systems keep updating with time and it is important that you stay on par with them. Traditional telephony systems come with outdated hardware and technology and remain stagnant. You need to employ specialists to keep them running smoothly.

However, another problem arises there—it may be difficult to find technicians who work on outdated technologies. This also causes concerns about data security as outdated systems are more prone to security threats. These factors leave traditional telephony systems the least preferred by modern businesses.

6. Limited capacity

As your company grows, so should your communication model. Traditional communication systems refuse to extend and usually demand new equipment. They come with limited capacity and cannot be used as a unified platform for communication across the company. This incapability results in companies moving onto high-end telephony systems and dissolving their legacy systems.

7. No room to scale up

You will need to add features to your telephony systems over time. For example, in 2020, several companies added video conferencing capabilities to their system—something that was overlooked earlier. Furthermore, they may consider integrating a few of their internal departments for improved functionality. This ability to scale up does not exist in traditional communication systems.

Again, if there is a sudden increase in infrastructure and you need extra data infrastructure space, legacy systems are not equipped to accommodate these specific requirements. Instead, they will need fresh equipment and connections to serve the purpose. This results in higher expenditure while reflecting the system’s incapability.

8. Lack of sufficient data

Communication systems play an important role in gauging organisational performance. They help in continuous monitoring and tracking activities in companies. For example, call recording capabilities help track calls to measure agent performance. Having an account of call logs helps estimate the inflow of calls. This data further results in obtaining intuitive insights about the overall functioning of the firm. These capabilities are absent in legacy systems.

They do not support reporting capabilities which is a huge drawback. Organisations cannot afford to function on estimated results and need comprehensive data to support their performances. Traditional communication systems fail to do so.

9. Inflexibility

Traditional telephony systems are not universally flexible when it comes to aspects of configuration, installation, and maintenance. They demand additional expenses for every add-on. Ultimately, a wired PBX is a less viable solution as the expenditure that goes into setting up the equipment, hardware, system upgrades, and regular maintenance is huge.

For example, it will not accept updates and every improvement will need the intervention of an expert. This will involve additional charges. Again, these traditional systems are not user-friendly. Every change that is made in its functionality will result in changes in its navigation and method of use. This creates a dependency on the technical engineer.

10. Complicated system

An ideal communication system should facilitate centralised access not just to the users but also for functional intervention. For example, if there is a glitch found in the working of the system, the concerned IT team should be able to fix things from anywhere. The functioning of the system should not be restricted to a particular location. Legacy systems are hugely dependent on location-based equipment.

Centralised hardware equipment is installed in the location of the company. Different functions including routing are then carried out through this. If anything goes wrong with this piece of hardware, the complete functioning of the system comes to a standstill. Again, the wiring and connections involved in traditional systems are complicated and require the help of a qualified technician—even if there is a minor concern with the equipment.

Wrap up

Communication systems are evolving with time and organisations are keen to make the best use of them. This transformation may result in leaving behind several legacy systems. The above-mentioned points throw light on a few major concerns that will leave behind traditional communication systems in 2021.

You, too, can join the digital revolution and benefit from a cloud-based communication suite. Reach out to us at 1888-859-0450 or [email protected] anytime, and a dedicated expert will be with you right away.

If you're interested in improving your business communication solution

Give us a call on

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Empowering Call Centre Operations with Call Barging

Acefone Editor

Author

Operations

February 25, 2021

6 mins read eye

Table of content

“You’ll never have a product or price advantage again. They can be too easily duplicated. But a strong customer service culture cannot be copied.” – Jerry Fritz, speaker and trainer

According to Microsoft’s State of Global Customer Service statistics, 58% of customers believe that customer service affects their choice of a brand. Meanwhile, 61% of customers do not prefer to transact with a business after an unsatisfactory service experience.

Businesses need to go the extra mile to create a wonderful customer service experience that has the potential to retain customers for the long haul. Everything boils down to the way your representatives interact with the customers and how they make them feel. Therefore, call center agents play a crucial role in this context.

Cloud telephony provides modern organizations access to a host of call center management solutions that they can leverage to go above and beyond with customer support.

Call barging is one such feature that adds to the quality of these interactions. Your agents and managers can deliver excellent experiences to callers with the use of this simple cloud telephony feature.

Before diving deep into the application of call barging and how it can potentially empower your business, it is imperative to learn what the tool is all about.

What is call barging?

Call barging allows another team member or a manager to intercede during an ongoing conversation and interact with the caller. While barging in on a call may sound intrusive to the rep and the manager, it can go a long way in elevating the customer experience and training support agents.

Call whisper and call monitoring are also cloud telephony features. Call whisper allows a manager to listen-in on an active call and whisper advice to the agents. The customer, on the other hand, is not aware of the manager’s presence.

Call monitoring lets a manager only listen in on a live call. Neither the agent nor the caller is aware of the same.

Call barging is helpful for managers in more than one way, especially when it comes to managing remote sales teams that need constant supervision and support.

Recommended Read: Call whispering guide

What are the benefits of call barging feature?

Customers have high expectations from company representatives. They expect quality service and swift resolutions. Whether they’re calling for query resolution or to register a complaint, they want your agents to understand their concerns and resolve them at earliest. Availability and accessibility are vital, but your agents should ensure that they offer appropriate solutions as well.

While trained agents will probably have answers to all the questions, new ones often struggle. They need a manager’s help, which is possible only if the latter is around. This is where call barging comes into the picture.

Let us explain the benefits that this tool offers.

(1) Constant support for reps

It’s a given that new support agents may not always be able to live up to the customers’ expectations. In fact, even seasoned ones can slip when faced with a tricky issue. With call barging, they have a safety net that comes to rescue in such circumstances.

Managers can be right there to take over the conversation and offer an actionable solution to even the most challenging issues. New recruits can also get a step ahead with training by listening in on real-time conversations. Agents, on the other hand, feel more confident when they have a senior around.

(2) Technical aid at hand

With call barging, it is not just the managers who can join in and take over challenging sales and support calls. At times, prospects and customers bring up complex, technical queries that your sales reps cannot handle on their own. It becomes harder when a deal hinges on their ability to clarify such questions.

In such scenarios, the representative can have a technical contact barging in to resolve the concern. It can help them achieve first call resolution, close the deal and convert the prospect.

(3) Peer support

Another benefit of call barging feature comes in the form of peer support for the members of the sales team. Each rep brings their unique experiences, skills, and expertise that can be of value in specific situations.

By letting all the agents’ barge in on calls, you can create a collaborative environment where everyone is willing to help each other. Peer support will boost the confidence of your team members. It acts as a cohesive force that joins them all into a single unit, even when they work remotely.

(4) Happy prospects and customers

For any business, prospects and customers matter the most because they keep your sales soaring and the organization running. Making them feel special is the key to conversions and retention.

When it comes to giving them the treatment they deserve, call barging can play a significant role. Your agents can have a senior, such as a top executive or manager, barging in on the call and interacting with the prospects and customers. This will make the callers feel valued, and they will stay with your business in the long run.

(5) Agent training and monitoring

Call barging can be of great value from the agent training perspective. It empowers your managers with live call monitoring so that they can assess the real-time performance of each agent.

It also enables them to identify gaps in customer support and address them with proper training and development initiatives. Even as they train agents in real-time, managers can resolve issues on the spot and ensure top-notch experiences for the callers.

When should managers use call barging?

Now that you know the benefits of call barging, you should learn when to use this feature to your advantage. Call barging is a powerful tool; however, one should not barge in on every call. Rather, managers should use it judiciously. Here are the scenarios wherein call barging can be used for maximum benefit:

An agent is truly stumped by a query, probably because it is too technical or complex, and needs the guidance of a seasoned team member
A rep is still in the training phase and does not have enough information or experience to handle all types of questions or angry customers
A caller is upset and wants to talk to the manager

On the other hand, you must not use call barging if it is likely to have a negative impact on your customers or doesn’t add value to the call. You have to use discretion because the objective of the feature is to help agents rather than downsize their confidence.

Conclusion

Training and managing remote teams are easier said than done, but it is something that all businesses must do to gain maximum traction. Features like call barging can substantially help you in your efforts to enhance the efficiency and confidence of new and existing representatives.

It is vital to pick the right service provider who shall enable you get the most out of call barging. Acefone provides high-end cloud telephony solutions that offer a complete range of features, including call barging. Avail this solution right away and take your customer service to the next level.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

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The Rise of 5G: Effortless Remote Work and Office Collaboration

Diksha Gusain

Author

Contact Center

6 mins read eye

Table of content

Patience is a virtue very few possess. We may not know what we might want at times, but we do always know that we want it fast. Perhaps that’s why we’ve grown tremendously fast over the past few years and developed advanced technologies.

Fast-forward to today, and we see an interconnected world where everything is on our fingertips. Of course, as with all other technologies, speed and quality are paramount here as well. 5G promises all that and much more.

We’ve all been waiting for this technology to take over. But did you know that it’s more than just a faster Internet connection? In fact, 5G technology can transform business operations by empowering cloud-based communications.

Essentially, it will facilitate working from home and help maintain stellar internal communications. Let’s dive deeper.

So what is 5G?

5G refers to the fifth generation of cellular network technology in telecommunication. Succeeding 4G, it was introduced to the world in 2019 and provides high-speed connectivity. 5G offers higher bandwidths, and therefore, greater download speeds—reaching 10 gigabits per second (Gbit/s).

This is a whopping 10 times faster than your 4G network! So, if downloading a movie on 4G takes 10 minutes, with 5G you could have it ready in just one minute.

This speed is possible because 5G operates using shorter wavelengths known as millimetre waves. These waves are very short which is why they’re able to carry data faster. However, a shorter wave also means shorter range. So, while your 4G network could have a range of around 16km, 5G is limited to nearly 300 metres. Thus, major advancements and infrastructural upgradation are still required to make this technology completely successful.

Nevertheless, 5G is all set to take the world by storm. It is predicted by Counterpoint that the global subscription for 5G will increase to over 1.7 billion by the year 2023. This will account for more than 20% of the world’s entire mobile data traffic.

Benefits of 5G for cloud and beyond

Let’s discuss what this technology offers and how it’ll change things all around us.

1. Higher Internet speed

We’ve discussed this abundantly—as the most-highlighted aspect of 5G connectivity. In fact, with further development, it’s expected to reach speeds as high as 100 times that of 4G.

Faster speed means you can connect remotely and run daily operations effortlessly. You’ll be able to download important files instantly, share large sets of data with total ease and overall, experience increased productivity.

This benefit isn’t just for remote employees. Even on-premise operations improve as the tools and technologies used by the team are enhanced. Unified communication tools can be made more reliable and productive by employing this technology. Faster and better internal collaboration paves the way for successful business endeavours.

2. Low latency

Latency rate refers to the delay between sending and receiving information. This lag is significantly smaller in 5G—dropping from 200 milliseconds in 4G to merely 1 millisecond. That’s equal to one-thousandth of a second and, essentially, is negligible.

So, what does low latency mean for you?

Think of it this way: the average human has a reaction time of around 250 milliseconds. A 5G network reacts in 1 ms, which is 250 times faster than us.

With low latency, you can experience real-time interactions via cloud-based services with no lag at all. This ability is extremely crucial in certain industries. For example, zero lag will enhance the remote operation of heavy machinery with absolute accuracy and safety. The same can be said for remote surgeries.

Even within the realm of business communications, heavy communication infrastructure and large-sized business applications can be operated and maintained remotely with 5G.

3. Making AI even smarter

The faster reaction time of the 5G network will come in handy for artificial intelligence tools. So, if you have a chatbot for communicating with potential customers, it can hold swift and engaging conversations without breaking the flow.

The high speed also aids in processing large data sets to quickly retrieve important information.

Similarly, it lets systems ingest and make sense of high volumes of data at an unprecedented transmission rate.

When employees are working remotely and unable to collaborate in an office space, AI can take over many mundane routines, thereby freeing the staff to focus on more critical tasks.

Additionally, 5G is expected to enhance VR (virtual reality) and AR (augmented reality) applications significantly. Integrating these technologies will transform business processes in many industries, from retail to healthcare, hospitality, and much more.

4. Faster remote work with edge computing

Whether you’re stuck at home during a lockdown or traversing the world—out of office should not mean out of touch. You can stay connected with your colleagues remotely via cloud services empowered by 5G connectivity.

Your home appliances, like sensor-based voice assistants and home automation machines, can work smoother and transfer data seamlessly. This allows you to enjoy the same comfort and productivity of work as you would in the physical office.

Additionally, working on the go is much easier when you have a super-strong cellular network like 5G. You can, therefore, enjoy high speed, low latency conversations and perform tasks efficiently wherever you are.

5. Low input, high rewards

That’s the motto 5G technology follows.

There are two aspects to this point. Firstly, you can lower your power consumption and ensure that your connected devices work for much longer without human intervention. 5G equipment specifications require that energy consumption be reduced 90% from what 4G uses.

By increasing energy efficiency, you have great potential to harness the power that is otherwise wasted. To help you understand contextually, take this example: one of the energy efficiency goals of 5G is to increase smartphone battery life to three days.

The other aspect is that of providing for multiple devices with a single network. With 5G’s capabilities in terms of speed and bandwidth, it can accommodate 100 times the devices a 4G network can. So for every sq. km, 5G can support 1 million devices.

This basically guarantees that your office network can support all the employees and their different devices, applications and equipment—with a lot of bandwidth to spare.

Conclusion

There might still be a few questions brewing in your mind. Where has 5G been implemented? When can we expect it commercially?

The first 5G provider for cellular devices was a contested title, but AT&T and Verizon in the USA, and SK Telecom and KT corp from South Korea were a few of the first companies to launch their efforts.

Very recently, Realme announced that it will be one of the first brands to launch a 5G smartphone with Mediatek’s new Dimension 1200 flagship 5G smartphone chip.

One thing that all of us can agree on is that 5G is the future, and the future is already here. It’s only going to get greater and reveal more functionalities that will revolutionise business processes forever. If you’re looking for a reliable 5G provider to enhance your remote work and business connectivity, Cybernews has reviewed top internet service providers. You may find their Verizon 5G internet review particularly helpful in choosing the right option for your needs.

Wondering if your office communication systems will be compatible with the new wave of tech innovations? Do you want to learn how to optimise your remote work operations?

Get on a call with our industry experts at 1888-859-0450 or drop an email at [email protected], and we’ll get right back to you.

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