COVID 19 is the pandemic caused by the world novel Coronavirus. It is fatal and it is contagious. One person can make many more people sick. There is a chain of this deadly virus that makes millions of people so sick that they die. Thus, it is necessary for governments to take the necessary steps to protect people from this spread.
On the other hand, businesses have started entering into the recession period. Many experts in the world have predicted a very huge recession and hampered economy. The situation may get worse in the future. Thus, taking the necessary steps to deal with this recession and come out as a winner is necessary for businesses. If you run a call center that deals in the customer service area, then this article is for you.
We are going to talk about one of the most widely used call center solutions in the world, namely, VICIDial: call center solution. However, this information is true for all call center software, including proprietary software.
VICIDial vTiger integration can be an amazing solution that can help you deal with the Pandemic as well as you can get benefits from this integrated solution in the future as well. How? I will explain in this article.
1. Let Customers Feel You Value Them
Your agents can see the complete information of the customer on the call in real-time in the VICIDial. The information gets fetched from the vTiger CRM software. Thus, agents can have a personalized conversation with them. For example, the agent can greet a customer with his name and give him answers based on previous history. This helps in letting your customers feel special and not one out of many. This increases customer satisfaction as well as most importantly customer loyalty. As the businesses have started losing customers because of COVID 19 pandemic, this system and the approach can help you delight customers and retain them.
2. Let Your Agents Save Time
You might be working with the limited staff or the staff that is equally scared of the pandemic situation and still trying to give the best. Furthermore, the performance pressure might be adding up on their stress level. The VICIDial vTiger integration gives them a powerful system that can be used to deliver faster and behaviour based responses and resolutions. This further helps in reducing the call duration and increases the first call resolution. The agents can save time and handle more calls at the same time.
3. Save Resources to Increase ROI
In this situation, saving money, tools, and human resources is vital for all businesses, including, call center solutions. The VICIDial vTiger integration helps in taking advantage of the maximum resource utilization. It increases productivity and boosts the call center solution performance as well. The saved resources will help in increasing the returns over investment which is the necessity in this situation of the Pandemic.