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Best Practices to Follow in an Omni Channel Call Center

  • July 10, 2023

An impeccable customer service strategy is necessary to impress and retain clients. In the world of digitization, customers are more advanced and demanding. They know their rights and competition in the market. Moreover, there are so many platforms available for free to use for consumers, from search engines to social media, to find the best providers and vendors. Thus, it has become more stressful for businesses to clutch and engage their clients. Even if this job is getting tough day by day, it is possible if you have an omni channel call center strategy in place. 

Using only an omni channel call center solution is not sufficient. You also need to know the best practices for running a real omni channel business that revolves around customers. This way of leading the business not just drives great results related to customer delight, but also helps in boosting sales results. 

What is an omnichannel contact center? 

A call center solution is a software platform that provides an automated system with wide ranging features to manage inbound, outbound and blended calling campaigns. This software not only empowers customer care agents to manage customer care and sales campaigns more efficiently and professionally, but it also provides self serving features to delight customers further. 

A call center omnichannel software solution is a call center system. In addition to the features of the dialer, it will also have an additional functionality of supporting omni channel communication. Within the software for call centers, multiple communication channels are integrated within the dialer. This software will help customer care centers to provide customer support across different communication channels. 

What are the major best practices in an omni channel contact center? 

Top 8 Best practices in an Omni Channel Center Solution

There are many reasons for using an omni channel contact center solution. By using this software, businesses are able to increase their reach, enhance customer care strategy, reduce operational expenses, boost productivity, and leverage several other advantages. 

To gain all major benefits and boost the returns to the fullest, it is necessary to follow the best practices. Different omni channel solution providers provide recommendations and best practices that customer care centers can follow to increase benefits and returns by using the omni channel solution. 

To help you leverage all the best advantages of using this versatile software, we have compiled a list of the top 8 best practices that you must follow while running an omni channel call center.

1. Define common customer expectations 

A majority of businesses buy the best call center omnichannel software just because all other competitors are buying it. This is indeed helpful, but it cannot reap the results one would be looking for. Of course, a positive difference will be visible, but to gain elevated performance, you need to focus on milestones and goal achievement. 

One of the major reasons for using this software is to meet customer expectations. Whether you are targeting existing customers and looking for increased customer delight and retention rate or if you are interested in increasing sales conversion by impressing your prospective customers, you need to know what their common expectations are. Your call center system can be a perfect solution to help you identify common expectations of your clients. You can also ask your agents. You can use your own industry experience, survey reports, online data, and other sources to successfully define common customer expectations. 

It is necessary to define each and every aspect to successfully meet customer expectations such as: 

  • Expected first response time 
  • Expected first contact resolution rate 
  • Expected call hold time 
  • Expected call queue 
  • And more 

2. Define response time for each communication channel 

Response time is one of the most vital metrics in the success of a customer care center. In fact, the long call queues and delayed response time are one of the major reasons because of why customers use another communication channel instead of using voice calling. Nowadays, everyone is busy and people dislike holding a call and waiting for an agent to be available and take a call. 

To meet customer expectations, it is necessary to identify minimum and maximum response times for each communication channel. For example, people expect a response to a tweet within 3 minutes of the tweet. The email response time is around 8 to 24 hours depending on the business vertical you are working in. 

There is no thumb rule of response time because, in different industry verticals, the time may vary. Thus, depending on your industry and customers’ expectations, you must define the expected response rate and follow the rule. 

3. Use the best call center omni channel software 

The best practices might not give you the expected results until you have the best and feature rich omni channel contact center software. There are many omni channel solution providers that claim to offer the best solution. However, it is necessary to review the software and evaluate how excellent it is in meeting your expectations. 

This software must map the customer journey across all communication channels, so you can achieve the required context to deliver unified services. This software must have automation to save time. The software can have value added features along with having support for omni channel communication. 

4. Map customer journey 

On average, a customer uses two to three communication channels. For the same concern, if a customer uses more than two communication channels, the conversation is likely to get scattered. To deliver hassle free and personalized customer care to clients, it is necessary to map the customer journey across channels within the omni channel call center solution. If your software fails to do this, you must look for a different platform. 

5. Train agents to be versed in multiple channels 

The general strategy of a call center is to keep an agent expert in a single communication channel. But, it is less likely to be that each communication channel receives the same customer traffic. Some may get more queries to handle during certain periods and some may have a massive flow during peak time. It is necessary to ensure that your agents have the skills to handle more than one communication channel. Along with performing productively, it is also necessary to deliver a universal experience to clients. 

6. Define and focus on tracking major KPIs

As mentioned earlier, it is necessary to focus on defining the right Key Performance Indicators (KPIs). Depending on the use cases of the software, you might have some common and unique KPIs to track. The call center solutions, whether they are omni channel or not, give a range of reports and each report will indicate some success metrics that you can track. You can even ask your software provider to add custom reports to track custom KPIs depending on your business model and the importance of the metric. 

The modern software platforms provide a way to track KPIs in real time along with reports. The managers can also keep an eye on the live statistics to take real time action for performance enhancements. 

If you are unsure about the must track KPIs of a call center, then the complete blog covering all major and essential KPIs that all call centers must follow

Must Read: Major KPIs to Measure for Your Call Center

7. Keep upgrading the software 

The last, but most important recommendation and best practice is to keep your technology upgraded. Use the latest version of each software and communication channel that you use in your business. The software releases not only add new features to the omni channel contact center software, but also focus on resolving common bugs, enhancing the performance of the platform, and providing more benefits. Thus, always invest in the technology and use the latest version of your software. 

Concluding notes:

The use of software for call centers is not new, but the use of an omni channel contact center solution is still new for some call centers and businesses. As customers have moved towards digitization and modernization, it has become necessary to use omni channel communication in any business. The call center solutions make it more effective and simplified to manage all different communication channels within a single platform and provide omni channel customer services. It also helps in automating customer journeys, boosting agent productivity, building a strong and professional business brand, and leveraging several other advantages. 

Along with having one of the most powerful software to deliver an omni channel experience to clients, you also need the right strategy in place. The right strategy will help you leverage the advantage of technology and manpower at its best. We have shared common best practices that your business can follow to deliver excellent customer experience. 

We have one of the most powerful and feature rich software that you can use to leverage the power of omni channel communication. We can help you manage different communication channels within the same software, leverage the advantage of value added features, and enjoy the benefits of using a powerful call center solution. We can also help you set up an omni channel call center with our experience and technology solutions. To learn more about our product and offerings, contact us NOW


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