Tagged: 3Clogic call center RSS

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  Ramana Reddy 10:00 AM on May 31, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), 3Clogic call center, Business (9), call center (22), Call Center operations (2), channel (6), Cloud (13), contact center (12), cost (8), Dial (6), FCR, First Call Resolution, First Contact Resolution, support (5)   

  90% First Contact Resolution (FCR) 

  First contact resolution is of utmost importance for all contact centers striving to improve customer satisfaction, increase customer retention rates and reduce operating costs. At 3CLogic, more than 90% of all contacts (calls, emails and chats) that come in during normal business hours are resolved during the first contact without the need for customers to make a second contact. With this level of service, there is no wonder as to why 3CLogic customers are raving about our support. Customer satisfaction is critical to 3CLogic as we deliver services remotely and the solution is always on-demand to deliver complex call center features from the cloud.

  How does 3CLogic achieve high FCR rates?
  • All 3CLogic Support staff members are provided with full training, access to customer information and are empowered to resolve all incoming issues or inquiries.
  • 3CLogic’s support staff and customers use the same contact center solution to make/receive calls and manage the contact center. We understand the issues you may be facing by experiencing the look and feel of the software first hand.
  • The 3CLogic call center solution is designed with simplicity in mind. We provide you with all of the tools you need to simply get the job done in the most efficient way.
  • The self service portal is used by the 3CLogic support staff as well as our customers. By using the same tools and resources as our customers, we can understand every question and assist with a solution within the first contact. (http://support.3clogic.com)
  • The 3CLogic staff has defined processes to monitor emails and chat so that any of our customers using non voice channels are accounted for and addressed; sometimes faster than if they were to dial in.

  The only problem with managing 24/7 support and maintaining high first contact resolution rates is shortage of resources during certain periods of time. To improve our customer satisfaction rates and create an optimal approach for support inquiries, in addition to calls, we implemented a new online ticketing system wherein either the customer or support rep opens a trouble ticket. The support team member responds back sometimes in a few minutes but always in less than 2 hours.
  We are interested in how our customers are feeling about this new system, and invite all comments and suggestions openly.

  We love to hear any feedback, comments, suggestions or questions from our customers. If you have any questions or comments, feel free to direct all questions to ramana@3clogic.com.

   

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  Taryn Cheatham 7:26 AM on March 21, 2012 Permalink | Log in to leave a Comment
  Tags: 3Clogic call center, CRM (11), CRM Integration (4), Dashboard (2), Leads Management, Microsoft Dynamics (3), Reporting (7), Representatives (4), Salesforce (4), social media (11)   

  CRM May Not Stand for “Chocolate Roasted Marshmallows”, but the Integration is Just as Sweet 

  There are tons upon tons of articles and blogs from various companies discussing the importance of integrating your current CRM software with certain solutions or platforms. We’re here to explain to you not just WHY it’s important to integrate your CRM software with a reliable solution, but also what benefits your business can leverage by doing so. If you are using a current top-market CRM system such as Salesforce or Microsoft Dynamics, you are fully aware of the valuable organization and lead management features encompassed within. The true value in leveraging these types of systems is integrating it with your contact center solutions. Your representatives deal with a vast array of phone calls on a daily basis. While assisting your customers with any inquiries or concerns, it proves to be thoroughly impressive when they can recite the customer’s information back to them for instant verification. We say ‘instant’ in the terms that as soon as the call is connected, that customer’s information is displayed instantaneously on the representative’s screen for retrieval. Customers love this. We’ve all experienced poor customer support and service when calling into help desks or company branch lines. After being cycled to ‘Agent A’ all the way to ‘Agent Z’ just to wind back up at ‘A’ (who’s already forgotten what you’re talking about) is just about as satisfactory as a nice door ding on your new convertible. Nothing seems to say ’satisfaction’ quite as much as going through a horde of representatives to get the answer to one question. Why not eliminate all of these pitfalls all together and send the customer through ONE representative resulting in a positive customer satisfaction experience? Integrating your CRM software, whether it be Salesforce, Microsoft Dynamics or the like, will vastly improve the efficiency and effectiveness of your representatives.

  Your representatives benefit from having a single-view dashboard of customer data including all previous multi-channel communications with one click access to call recordings, chat transcripts and emails from the activities section of Salesforce.com. Also with integration, is the ability to switch up your representatives daily routines to save time and interact with a larger percentage of your customer base. And no, we don’t mean switching routines as in sending your representatives on lavish lunch dates and afternoon Taibo sessions at the beach. In typical contact center solutions, if there is no CRM integration implemented, representatives spend hours rekeying the same information into separate systems. This is redundant and extremely time consuming. Your representatives lose their train of thought every time a new customer interaction is in the queue. CRM integration with your existing solution provider means that your representatives can eliminate the multiple data entries and spend that extra time interacting with customers and making sales. That means all that time they used to spend manually rekeying the same data in to disparate systems is now spent on assisting more customers and being confident with their level of performance and work ethic.

  As a customer who’s been on the other side of a support call, there is nothing quite like a confident representative who’s determined to deliver you top of the line customer support and a stronghold solution to your inquiry.

  While your marketing representatives are virally spreading the word of your goods and services, leads from your social media platforms are added to your CRM system. These are all very ‘hot’ and relevant leads that need to be administered in a timely fashion. Manually extracting these leads from Salesforce.com to import into your solution leaves too much room for manual error, and wastes precious time that your agents could be spending interacting with customers. This is where CRM integration comes into play. When your CRM is correctly integrated into your solution, it eliminates the need for two disparate systems, seamlessly updating your leads instantaneously. This allows your customers and prospects to interact with you not just from the web, but also from social media sites such as Facebook and Twitter as well. And, with social media sites all the rage today, businesses who fail to properly integrate leads and CRM end up losing out on a huge portion of the market.

  Want to find out more about other exciting benefits from integrating your CRM System with software such as 3CLogic’s contact center solutions such as real-time reporting and agent live dashboards? Click here to find out more.

  CRM Integration: brought to you by 3CLogic

   
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  Taryn Cheatham 10:44 AM on November 30, 2011 Permalink | Log in to leave a Comment
  Tags: 3Clogic call center, Cloud Computing Services (4), Networking   

  Top 5 Reasons Contact Centers are Moving to the Cloud. 

  In today’s age, technology is always further advancing on to new and more exciting outlets and opportunities. Businesses are finding themselves connecting to things such as social media sites and other online networking sites to promote their products and services. Corporations such as call centers are now going virtual, hosting all of their products in the cloud to be available to you. Why would business owners and CEO’s want to host a virtual call center? The answer is simple. Virtual call centers provide more support, more customer interaction and provide more productivity than normal in-office call centers. Lets look at some of the reasons why businesses and contact centers are making their way to the cloud.

  1- Decrease in cost
  Virtual Call Centers based in the cloud diminish your costs and increase your profits. This is because you as a boss, manager, or CEO don’t have to worry about high equipment costs or maintenance. By hosting remote agents in the cloud, you can assure that all agents have what they need with a simple headset and computer. Not to mention that since your remote agents will be working from their own locations you won’t have to worry about loss of productivity during software upgrades or downtime. As an established business owner, you want to make sure that you maintain high productivity rates at all times. Having your agents work remotely benefits both you, them, and your productivity rates all at the same time. You worry less about your agents taking sick and vacation days while your agents work from a location of their choosing, raising the comfort bar for them and boosting your productivity.

  2- Scalability/Flexibility
  With your agents working remotely, they can have calls transferred to any phone line they choose whether it be a home phone, cell phone, etc. Managers can quietly “listen in” to one of their agent’s calls and observe the agent to lead interactions that are taking place. This can be used to fix any problem areas that may be going on or bridge any communication gaps. Calls can be transferred and assigned easily to agents. Agents can also be assigned to multiple campaigns at the same time. With 3CLogic’s virtual call center platform, tools such as scripting are available to managers and agents to enhance performance and efficiency. Use the softwares tools to scale your business size to your current business demands. Easily scale your contact center larger or smaller with these flexible tools to fit your needs. 3CLogic’s virtual call center software’s state-of-the art dashboard gives real time insight into your contact center operations while historical reports supply data for in-depth analysis.

  3- Call Tools
  With 3Clogic’s Virtual Call Center software you can more efficiently reach and interact with your customers by using tools such as VoIP Call Blast, predictive dialing, and inbound and outbound calling features. Use the VoIP Call Blast tool to send out a pre-recorded message of your choice to thousands of contacts at one time. With this tool, you can easily access the online reports and analysis of your online campaign. The process is easy and fast for you to do. It’s as simple as, recording your message, uploading your numbers, and sending them out at your times of choosing. In the business world, time is money. With 3Clogic’s predictive dialing features, you can ensure your time will be used wisely. The predictive dialing tool eliminates manual dialing and skips over all bad numbers and voice mails. Only direct calls with real customers on the other end will be connected to your agents saving time, and boosting sales.

  4- ROI- Return of Investments
  You can easily adjust your pricing to cater to each business’ budget. 3CLogic’s software also offers flexible pricing options. Pay for what you need as you go, without any huge upfront capital investments. Eliminate the worry of large down payments, or a down payment at all. With this 3CLogic software, you pay as you go on a monthly basis.Pay for only the services you need and use, no extra charges or hidden fees. Administer the software’s scalability tools to increase or decrease in volume as and when required by business.

  5- Fast set up times
  With most in-office call centers, it can take months to set up a call center. You have to hire the agents, make the schedules, buy the software, and set up the cubicles. You also have to make sure everything is up and running before you start making any profit. With 3CLogic’s Virtual Call Center in the Cloud, you can deploy your call center and start doing business within a few hours. This will take your productivity rates to new levels and make you a threat to your competitors by being efficient and in tune with your customer’s needs.

  Simple Call Solutions Leverages 3CLogic’s Call Center Software to Choose its own Carrier for Inbound and Outbound Campaigns | | Cheap web page hosting ProviderCheap web page hosting Provider is discussing. Toggle Comments

   
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  Raj Sharma 1:59 PM on January 30, 2010 Permalink | Log in to leave a Comment
  Tags: 3Clogic call center, Cloud Computing Services (4), Hosted (11), SaaS (6), SaaS business models call centers contact centers enterprise operating lease software as a service distributed computing usage based, Software as a Service (4)   

  Software As A Service (SaaS) Business Models For Contact Centers 

  In contemporary era, almost all business are facing capital crunch and it is no surprise that   SaaS and Cloud Computing Services are in demand as they dramatically reduces upfront capital outlay. 
However, there is more than meets the eye. Software has been available for lease since past several decades and when offered on lease offers similar financial advantage as SaaS. When taken on lease, there could be little or no upfront capital outlay just like SaaS. In case of an operating lease for software, the monthly payment surfaces as an operating expense in income statement. The leased software stays off the balance sheet and does not show up as an asset. It would seem that the financial benefits of a SaaS model are not much different than getting an operating lease for software. This is true in theory.

In current scenario, company’s do not favour operating leases as compared to software-based technology as the leasing companies want a hard asset. Software may have tangible value, but it is often customized to meet the needs of a specific client, making it difficult to transfer it to a new owner. Software programs are also often governed by licensing agreements that either prohibit the transfer of a license to a new owner. A lot of software products would not be an option for operating leases since the software license can’t be in the lessor’s name.

  With SaaS, enterprises can now truly rent software and pay only for what and when they use and still get all the financial advantages of leasing the software. In case of Contact Centers, 3CLogic has come up with innovative models to make SaaS truly attractive from a financial perspective.

  1) Customers can rent Contact Center seats on a monthly basis. They pay a monthly subscription fee per seat for the use of Contact Center software. The model is similar to how salesforce.com charges for its SaaS. In case of Contact Center SaaS from 3CLogic, the customer pays an additional fee for call termination, outbound application or toll free service charges for inbound application. It’s customer’s responsibility to manage the number of seats they will be using from one month to next. They can increase or decrease the number of seats in any given month. This model provides tremendous amount of flexibility to the customer – they only pay for the seats that they use and when they use it.

  2) It is well known that the attrition rate in Contact Centers is one of the highest in the business world. When a Call Center agent quits or is terminated, it is still necessary to retain all the statistics and analytics associated with his or her ID; at least for a few months. In some marketing companies, the telemarketers are frequently active for a few months and then become inactive for some time, only to return back after a few months. In such situations, the enterprise may find it difficult to keep track of active and inactive seats on a monthly basis; and which IDs to retain for tracking purposes and which IDs to be deactivated. 3CLogic offers a purely usage based model. The Enterprise only pays for the total number of hours the agents are logged into the hosted Call Center Service.

  3) The third model that is tied to the usage works is as follows. The total number of call termination minutes are calculated for the entire Call Center in any given month and the enterprise is charged a fee based on the number of minutes consumed. This per minute charge consists of both software charge plus a charge for call termination for outbound application, or toll free service charges in case of an inbound application.

  3CLogic offers these kinds of flexible business models because its platform is designed to be a multi-tenant platform from the ground up. The original design took into account that every tenant on its hosted service is going to have different technical and business requirements.

  3CLogic’s distributed computing platform has been designed not only to address a variety of technical and business requirements, but the results are delivered to the customer in a matter of days, as opposed to months and years it takes with traditional Call Center platforms.