Benefits of ITCube’s Contact Center

ITCube’s contact center service provides multi-channel (calls, e-mails, web chats and text messages) support to its customer for continued customer satisfaction and growth.

Here are a few key benefits of using offshore contact center:

Focus on core Responsibilities

ITCube believes in working with our clients as partners and we call ourselves a "Virtual Team". With this extended team handling your contact center operations, you can focus on the core responsibilities of business expansion.

 

Cost Reduction

With ITCube managing all your contact center needs, you need not spend the cost in hiring and managing resources in-house. In addition, you also save costs on space, hardware, and technology. We can help you reduce your overall operating cost by 50%.

 

Flexibility & Scalability

As our staff is cross-trained and skilled in multiple domains, ITCube can very quickly scale up and down as per the client's needs. This not only gives you scalability but the flexibility to manage your seasonal and peak volumes better.

Data Collections and Analytics 

We understand the importance of data. Information related to the utilization of different communication channels and a thorough analysis of the trend can help you manage your call center traffic better which in-turn increases customer satisfaction.

 

Increased Customer Satisfaction

We follow well-designed training and quality metrics to ensure our agents provide the best service to your customers. If each customer gets a resolution on time, it improves overall customer satisfaction.

 

Quality Monitoring and Analysis

We have six-sigma certified staff and use those tools to monitor and analyze agent performance. This not only gives you better forecasting and control but also ensures that your KPI's like "Answer Time', First Call Resolution", Customer Satisfaction Index" are met.

 

24/7 Availability

With multiple delivery centers in India, we operate 24/7 to ensure that your customers don't have to wait for regular business hours. This ensures that your customers are happy as they get service as per their convenience.

 

Feel free to contact us for all kinds of business process outsourcing requirements that could potentially fit your growing business. Reach us for more inquiries by filling out the contact us form or you can mail us at info@itcubebpo.com

 

Call Scoring Guide to Your Questions What, Why, & How Come in Minds

Call Scoring Guide to Your Questions What, Why, & How Come in Minds

What Is Call Scoring?

Call scoring is the evaluation of phone call data against a defined performance standard, usually for the purpose of scoring customer service agents. For sales and marketing teams, call scoring can enable surface certain metrics to like sales specialist script compliance and inbound lead quality.

Once you’ve established the criteria that make up a successful customer service or sales experience, the first step in successful evaluation is recording inbound calls for transcription or playback. These records would be able to give key insights into your operation.

With an advantage of effective call scoring system, you can answer the questions and provide some much-needed peace of mind for managers and agents alike. With call scoring, your center can without much of a stretch recognize deteriorating or insufficient methodology, focus in on client torment focuses and disappointments, and help center preparing and expert advancement endeavors for your work force.

Key Points-

• Call monitoring and scoring is done for 100% of prospect interactions
• Call quality is done by an unbiased third party agent
• Call score is determined by key questions being asked by leasing consultant
• Unprecedented clarity for property and portfolio managers
• Discovers strengths and weakness of their leasing team’s sales process
• Identifies and allows leasing deficiencies to be addressed immediately
• Evolves assessments into teaching moments for your team

Why Is Call Scoring Essential for Multifamily Lead Management?

The eventual fate of multifamily lead management stages lies in the capacity to have genuine renting execution perceptibility. Territorial and portfolio directors have ached for the capacity to have a straightforward knowledge into how their renting groups are performing consistently without picking through untrustworthy and obsolete metrics.

Call monitoring gives a benchmark to your renting teams, making a steady and responsible sales process. Additionally, it improves leasing performance, sales process inconsistencies, and ensures proper communication with every potential renter that contacts your community.

Key Team Performance Opportunities-

• Provides benchmarking, goal setting and accountability
• Allows for individual/team coaching and feedback
• Expedites leasing skill-building, training and development
• Promotes a learning and progression-focused environment
• Improves quality of customer service and satisfaction

How Does Call Scoring Improve Organizational Performance?

A multifamily lead management platform that includes call performance capabilities addresses a multitude of challenges. With upgraded perceivability into performance, renting adequacy should never again be judged utilizing inconsistent and conventional metrics such as:

1. Closing Ratios
2. Exposure
3. Randomized Shopper’s Reports

These metrics all provide room for assumptions rather than conclusions, increasing the likelihood of inaccurate judgments.

If you are interested or to know more, call on +1 (614) 434-2376 or send us your queries at info@itcubebpo.com.