Call Center Software

How to Boost Team Call Handling Efficiency with Call Tagging: A Guide for Call Centers

Call centers are high-pressure environments where every call is a new challenge. And customer service is the heart of all their operations.

Amidst customer complaints, issue resolutions, and escalations, maintaining efficiency can seem like an uphill battle. Call center efficiency eventually leads to customer satisfaction. About 80% of customer organizations use customer satisfaction (CSAT) as a metric to gauge customer experience.

There are many call center efficiency tools that streamline processes and improve productivity. Today, we are going to explore the benefits of one such tool – call tagging.

When Does a Call Center Become Inefficient?

Call handling is the cornerstone of running a call center. But this process can sometimes deviate from set standards and let inefficiency seep into other processes. Let’s look at how some challenges compound as a result of poor call handling:

Lost Context

Each call is unique. Agents must quickly understand the context of the conversation to provide assistance. But, when a customer has called before, it can be difficult to keep track of previous conversations and vital information.

Customers are bound to get frustrated when they have to repeat themselves many times. This may also occur when a customer call transfers to a different department without much context.

Inefficient Routing

Efficient routing happens when a customer call gets routed to the right agent. This is crucial for faster issue resolution. When calls get misrouted or transferred too many times, it leads to wasted time and resources. Inefficient routing leads to annoyed customers. 76% of consumers would stop doing business with you after just one bad experience.

Missed Opportunities

Customer calls should not be limited to just problem-solving. They provide a great opportunity to cross-sell and upsell as well. But, without detailed customer information, it is easy to miss out on these opportunities. 60% of marketers believe that their organizations lack the data to understand sales prospects and customers.

Performance Analysis Challenges

It is a laborious task to collect data for analysis from multiple sources. But, accurate data is essential for monitoring agent performance and identifying trends/bottlenecks. Evading this task can hinder call centers from improving their functioning and customer experience.

How Does Call Tagging Work?

Call tagging is like a virtual sticky note for each call that your call center receives or makes. It is a powerful feature that allows you to categorize calls based on predefined criteria.

Here’s how it can alleviate the issues mentioned earlier:

Organizing Calls

Call tagging categorizes calls based on various criteria, such as issue type, customer status, product/service involved, and customer sentiment. This information is available to all callers who deal with that customer. It makes call management easier by assigning a priority and then identifying the right agent for that call.

For example, if some of your agents are more skilled at handling upset customers, then it makes sense to assign those customers to them. The customer calls can be tagged with their current sentiments (“angry customer”) until their issues are resolved.

Enhancing Context

Call tags provide agents with historical data about the customer. The agents have access to all previous conversations and information. This allows agents to provide more personalized and effective support to the customer. It also relieves the customer from having to reiterate their issues.

Streamlined Routing

Call center management software that enables call tagging ensures that calls are routed to the right agents from the start. Agents can view tags and prioritize calls based on their expertise. This results in quicker resolutions and higher customer satisfaction. JustCall’s tagging feature does an exemplary job of routing calls to the right agents.

Seizing Opportunities

After a call ends, agents can tag it with “upsell” or “cross-sell” keywords. This will allow other agents to know that this particular customer will be responsive to some relevant sales pitches. This proactive approach can boost revenue and improve that customer’s experience.

Apart from upselling or cross-selling, tagging also helps identify why customers may hesitate to buy more. If a customer is not happy with the price or variety of your product/service, that can be tagged as well. If those hurdles are removed, you will have a potential customer.

Data-Driven Insights

Call tagging allows managers to collect valuable data on trends, agent performance and customer behaviour. Managers can then use this data to identify bottlenecks or implement training programs. This allows them to optimize operations with call center optimization tools.

For instance, when an agent sells a product/service well, you can tag that call. The call recording will be useful later on, as an example, for training other agents.

Implementing Call Tagging Effectively

Now that we have covered the benefits of call tagging, let’s try to understand how to use it effectively. Here are some best practices for call tagging to boost team call-handling efficiency:

Establish a Tagging Protocol

A standardized tagging protocol should be followed by all agents. Clearly define what each tag means and when to use it. This protocol ensures consistency and makes it easier to retrieve information from the tags.

Train Your Team

Provide comprehensive training to your call center agents. Make sure that they understand the importance of tagging and how it increases their efficiency.

Monitor and Analyze

Regularly review call tags to determine trends and common issues. You can use call center productivity solutions to gain insights into agent performance and customer behavior.

Integrate with CRM Systems

Integrate your call tagging software with your Customer Relationship Management (CRM) system. This will make the flow of information seamless and ensure that customer information is up to date on all systems.

Constantly Adapt

Call tagging is not a static or one-time process. As your call center evolves, adapt your tagging protocol and categories to meet changing needs.

Seek Feedback

Encourage your agents to share feedback on the tagging process. As they are the ones who deal with customers, they may have valuable insights into how to handle calls more efficiently.

The Path to Streamlined Call Center Operations

Call tagging is a powerful tool that can transform the way call centers operate. It simplifies call management and enhances customer satisfaction. It can develop a more streamlined operation and lead to happier customers.

A call center management software like JustCall provides call tagging features that streamline your workflow and increase overall productivity. The valuable data that comes from the tagging process can help make any call center more efficient.

To supercharge your call center’s efficiency, start tagging calls using JustCall!

Taran, as the Support Manager at JustCall, spearheads efforts to enhance customer satisfaction by strategically collaborating with client-facing teams. He upholds rigorous standards, ensuring JustCall's support services consistently excel. Passionate about superior customer experiences, Taran champions a company-wide dedication to a customer-first mindset.

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