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3 Strategic Capabilities Required to Redefine Teleservices/Telesales Approach in the Digital Age

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May 3, 2019
By: LiveVox

Reaching out to customers has never been more difficult for contact centers, specifically for the ones with teleservices/telesales operations. 

As the market gets highly competitive, every company is targeting the same customers to maximize their revenue opportunities through upsells, renewals, and new sales. Moreover, regulatory compliance continues to get stringent, making even more challenging to reach customers.  

At the same time, there has been a dramatic shift in customer expectations. Customers expect companies to engage them on various new digital channels, provide a more connected experience across channels, and smoothly transition to a live agent when required. Traditional teleservices/telesales approach is not enough to compete in this environment. 

Teleservices/telesales contact centers continue to evolve their customer engagement strategies in the following ways to accelerate sales/revenue. 

Expanding Digital Engagement: Teleservices/telesales contact centers can no longer entirely rely on outbound dialing for customer outreach. In the LiveVox Teleservices/Telesales Survey Report, Over 50% of teleservices/ telesales leaders stated that they plan to accelerate their multichannel adoption across all key digital channels. 

Moreover, customers don’t want to be targeted continuously on their phones and want to engage with companies at their convenience and on non-disruptive channels. To offer this experience, contact centers are adding Email and SMS as key digital engagement channels to send renewal/appointment reminders or promotional offers. 

Capturing Digital Inbound: Contact centers are also adding digital inbound capabilities to drive customers to them. It offers quicker paths to revenue, bringing down the cost of acquisition.  

Webchat has emerged as a key channel to directly engage prospects and customers while they are on the website. Getting connected to a live agent chat or chatbots allows customers to get answers immediately and at the appropriate moment.  

Another key way contact centers are capturing digital inbound is by enabling bi-directional digital communication on Email and SMS. This capability allows customers to respond to any campaign messages directly to the right agent. Customers don’t want to send their email/SMS to an unattended inbox and want to have interactive communication with the company. 

Making Agents a Key Link in the Transaction Process: According to a study by Google, 61% of mobile users call a business when they’re in the purchase phase of the buying cycle. For this reason, contact centers are seeking ways to smoothly transition customer to agents from across different channels. This enables contact centers to maximize high-value opportunities and increase sales/lead conversions. 

Offering Self-Service Options: Contact centers are offering expanded self-service portals to provide relevant information to customers instantly. Contact centers are increasingly directing customers to use self-service payment options from digital and voice IVR to close a transaction.  

Three strategic capabilities are emerging as the cornerstone for successfully evolving and implementing the above engagement strategies. Below we have outlined these three key capabilities. 

#1: An Omnichannel Platform: Closing the Cross-Channel Gap 

Though accelerating multichannel adoption is a top priority for teleservices/telesales leaders, they continue to struggle to close the cross-channel gap and integrate new channels into existing workflow strategies. 

An omnichannel platform solves this challenge by offering comprehensive and unified engagement channels. This enables contact centers to not only provide new engagement channels but also eliminate the cost and complexity of integrating siloed channels.  

Integrated voice and digital channels on a single platform allows contact centers to offer a seamless, connected customer journey. With all the interactions taking place from a single platform, contact centers can capitalize on opportunities effectively. 

#2 Unified Customer Profiles: Delivering a Connected Customer Journey 

Adding new channels can end up in siloed customer data stuck in different channels and applications. Contact centers that lag on the initiative to centralize customer data are unable to effectively route the customer to the right agent, gain a complete picture of contact center performance, or deliver a connected customer journey. 

Providing complete customer contact history across all channels is critical to: 

Enabling Managers Create Targeted Multichannel Campaigns and Reminders 

When managers can access full customer contact history on the fly, they can easily create campaigns by identifying high-value leads and segmenting based on different customer attributes – such as upcoming renewals. This unified view also allows designing campaigns to drive high-value inbound interactions, accelerating conversions 

Empowering Agents to Close a Transaction Quickly  

With the complete customer data at their fingertips, agents are more equipped to close a sale/ transaction. Agents can access real-time data from customer conversation with a chatbot or information from any recent digital campaigns. 

#3 Performance Analytics: Optimizing Multichannel Engagement Strategies 

The third critical capability required to evolve a contact center is an integrated performance analytics system. This business intelligence system empowers managers to drive and scale multichannel campaigns and workflow performance. Managers can continuously monitor and evaluate multichannel campaign performance, helping them understand what is working and what is not. And then further managers can use this data for realigning campaign to optimize performance for boosting sales/revenue. 

Contact us to learn how LiveVox is leading the innovation for Teleservices and Telesales contact centers with cutting-edge cloud-based strategic capabilities. 

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