Page 4 - Telecom Reseller March April 2020

Telecom Reseller
EVAN RICE
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Another key driver of revenue leakage
is reliance on manual processes. Human error from data entry into spreadsheets or inefficient legacy systems can routinely leak revenue without a provider even knowing. Couple this with accelerating sales growth, and accurately billing customers becomes
a task too cumbersome for many billing departments to oversee. In turn, this lack of management oversight impacts scalability and hampers all of the great things CSPs are doing in other parts of their business. Legacy systems don’t fare much better, lacking the sophistication needed to analyze growing data sets. This makes forecasting revenue near impossible, which can handicap efforts to get new services to market.
The Key is Automation
Many growing providers that use outdated systems or manual processes lose money
on every transaction and fail to account for special circumstances involving overages or discounts. With constant consolidation and emerging technologies being adopted by end-users, manual billing and legacy systems simply won’t cut it. Factor in the increased demand to improve revenues and maintain scale, and revenue leakage can devastate a business’s outlook.
To solve revenue leakage problems, CSPs must turn to automated billing platforms, which help ensure they are able to keep pace with rapid industry changes. Having both the software and processes in place to accurately capture usage and subscription- based billing will mitigate future issues
in this area. As Unified Communications
"Revenue leakage is not a new concept but is now more relevant than ever to understand as a risk.
becomes increasingly complex, the need for this level of automation response multiplies. Modern platforms can integrate directly with other tools to cut down on problematic
inefficiencies. Real-time reporting will create transparency for billing processes and eliminate unnecessary back and forth regarding the accuracy of service invoices. If CSPs do not switch over to these automated processes now, they will fall farther behind the industry’s innovation curve. By using
a proactive approach and the power of automation, CSPs can stop sinking dollars down the drain. n
April/May 2020
customer experiences through inbound and outbound calls, email, live chat, screen sharing, social media, text messaging, video conferencing, and more.
Contact centres are designed to facilitate conversations with customers in any manner they prefer, which allows agents to be more accessible so that customers can reach a resolution faster. Rather than dial a toll-free customer service line and wait on hold for the next representative, users can instant message a brand through their website or on their preferred social media platform and multitask while they wait for a reply. This is known as asynchronous messaging, and it is becoming more popular among consumers. Alternatively, for non-urgent requests, customers can send an email or schedule a video conferencing call. Through contact centres, companies add convenience to their list of competitive advantages.
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4
DANNY
Among many companies, typical call centre agents cover 40 to 50 calls a day. Their calls consist of general inquiries, billing questions, sales, order status updates, and technical support. Often, they use software that features a CRM system to surface important buyer data that helps give context to the customer’s call. Another benefit of
call centre solutions include the ability for customer service reps to instantly jump
into a conversation with the next caller to minimize downtime.
Call centre reps are also trained to prompt opportunities for cross-sells and upsells, enabling them to generate more revenue per user. They are often trained to be articulate, empathetic, and patient, especially when dealing with more emotional customers. What Is a Contact Centre?
A contact centre consists of customer experience specialists who cover a wide variety of digital service channels. These specialists are adept at providing exceptional
WONG
by Danny Wong (article originally published on Salesforce.com)
it easier for companies to be available and accessible for customers.
In this article, we define what a call centre is, what a contact centre is, and we explore the pros and cons of each to help you determine which one to invest in for your business.
What Is a Call Centre?
A call centre is a unit within most companies that manages inbound and outbound customer calls. Agents mostly provide on- the-phone support for customer inquiries and aim to deliver one-call resolutions. Most small and midsize organizations house a handful to a couple dozen call centre agents, whereas corporations can employ hundreds.
What’s the
Difference
Between a Call
Centre and a
Contact Centre?
Customer needs and touchpoints are increasingly complex. To thrive, brands must adopt the channels their customers actively use and go above and beyond in delivering memorable experiences. As a result, customer service departments have evolved beyond the traditional call centre. These days contact centres are the norm, and they make