In the battle for customers, customer service becomes front and center. And it’s not difficult to imagine why and how. Providing the nearest experience to face-to-face engagement, the phone-based service center offers the most direct and timely customer interactions that drive the sales journey, build relationships, and generate satisfaction.
And nearly every 9 in 10 businesses have telephone hotlines for customer services – scaling from smaller ones that only take orders to larger ones that provide consultancy and after-service support. It can be said that no matter what the business, size, or industry, call centers have become essential.
Despite the rapid growth of online customer service tools, 79% of consumers would prefer to contact a customer service center over the telephone. (Source: Nuance)
Yet as essential as a call center is to a business’s sales or other customer interaction processes, not all call centers succeed in meeting their service goals. The culprit of poor customer experience like call jamming and ineffective call transfer can happen because of the lack of effective call center tools and automation features.
In response, companies look for call center solutions that have the right functionality to provide better customer experiences while reducing call abandonment. And that’s where Yeastar fills the gap. Tailored for the essential service center needs, our P-Series Phone System comes equipped with an inbound call center solution with all the fundamental yet effective features to help businesses of all sizes delight customers, empower agents, and elevate business outcomes.
Here are just 6 simple scenarios where Yeastar’s Call Center solution works to help.
Scenario #1. Reduce Customer Wait Time
When customers call, the last thing they want to do is wait on hold for an agent to route them to the right department. With Yeastar, you can easily automate and shorten that process by integrating the advanced automatic routing, IVR, and sophisticated ACD queuing & distribution capacity for call center services.
Call Flow
With pre-set ring strategies like Linear/Least Recent/Rrmemory, skill-based routing, and priority queue, you can efficiently manage call distribution, ensuring that each customer is connected to the most suitable agent swiftly and effectively. This approach not only enhances customer satisfaction but also optimizes your team’s productivity
How Skill-based Routing Works
Besides, the integrated advanced interactive voice response (IVR) feature also adds the flexibility of a 24/7 self-service mix. It helps you to identify, segment, and auto-route callers based on pre-configured time conditions and customer input – for example, account numbers, required services type, or identification codes – for further service needs. When customers are empowered to “help themselves”, the call waiting time is greatly reduced and agents will also be relieved from repetitive tasks and invest in interactions that truly require human intervention.
Scenario #2. Deliver a Memorable First Impression
The first touchpoint on the call determines how customers perceive a brand at a larger scope. Yeastar P-Series supports various customizable greeting options to add a sense of caring and professionalism to the call center voice and make your brand appear positive.
When your customers reach the call center, the system allows you to keep customers entertained by playing custom greetings or on-hold music that caters to your brand image. While customers wait in line, you will be able to utilize the enhanced on-hold announcement options to proactively serve helpful information (for example, special holiday announcements, offers, or product tips) and keep customers engaged.
In addition, to improve customer experience during queueing, the system also makes it possible to auto prompt the callers of their position in line (Queue Position Announcement) and announce the estimated waiting time periodically (Estimated Wait Time Announcement), making the potential long time waiting pleasant.
When a customer calls in and the queue is long, they are given the callback option to leave their phone number and hang up. Queue Callback is a powerful feature designed to improve the customer calling experience by eliminating the frustration of long hold times. Yeastar P-Series System will retain their position in the queue and automatically call them back when it’s their turn to speak with an agent.
How Queue Callback Works
Scenario #3. Take the Guesswork out of Agent Performance
Real-time data is the fuel of modern call center success. From the agents on the front lines to managers who focus on back-end metrics, knowing what happens at the moment allows not only the manager but every individual agent to improve productivity with eliminated guesswork.
Yeastar Queue Panel equips you with such power. It allows queue members to quickly grasp all the necessary information in a queue and conducts call adjustments in real-time, right from the browser.
Yeastar Queue Panel
For example, in the Queue Panel, queue managers can access simultaneously the real-time waiting call info, agent presence, and overall/individual agent performance data. When he/she spots that an agent has lower answered calls yet higher talk time than the average, he/she can quickly click to monitor the agent’s call and provide guidance accordingly. When necessary, the manager can also manually drag waiting calls to skilled agents for faster call resolution. Immediate performance insight, agent guidance, and call flow adjustment are made easy.
Additionally, queue managers can utilize call monitoring and recording to provide coaching for agents. Post-call Surveys and SLA & Alarm features are also available to further enhance the service quality of your call center.
QA & Agent Coaching
Scenario #4. Ease the Burden of Agent Planning
Staffing is an issue for many call centers. managers deal with everything from agent turnover to surges and dips in call volumes. And improper coverage affects your metrics and customer satisfaction. Yeastar’s Call Center solution provides real-time and historical statistics for you to set a baseline for scheduling.
To feed into the initial forecasting of workload, the system offers comprehensive call center reports based on your past performance, where you can get a hint of various key metrics (for example, number of calls handled per day/agent/queue, average duration, waiting time, and more) and determine how many agents your call center will need to function correctly and when is the peek time.
For consistent planning adjustments, you also have access to the real-time Wallboard tool. This Wallboard offers 16 queue performance metrics, allowing you to identify changes in call volume and agent resources. You can quickly assess the performance of a specific queue or all queues collectively. Additionally, the Wallboard is customizable; you can design your layout by moving, resizing, or deleting widgets. For better visual impact, project the Wallboard onto a TV screen to keep everyone informed of the current situation.
Yeastar Wallboard
Scenario #5. Identify Key Areas for Performance Optimization
Featuring a refined real-time and scheduled reporting system, Yeastar allows you to conduct in-depth queue performance analysis without requiring database programmers.
We provide various call reports for you to analyze performance metrics, identify trends, and make data-driven decisions, such as IVR Report, Agent Pause Activity, and Queue AVG Waiting & Talking Time. Apart from that, you can run targeted analysis based on custom timeframe/agent/queue selection and easily identify key areas for optimization with a variety of metrics – Service Level Agreement (SLA), call missed rate, abandon rate, average waiting time, call duration, and other important call center KPIs. Graphical presentations of all these metrics are available on the report dashboard and can also be scheduled as downloadable reports in different formats – XLS, CSV, and PDF.
In addition, the Satisfaction Survey function is also available for you to schedule a custom feedback request at the end of each call, which helps to rate your agent performance and collect customer insights on what is to be improved.
Scenario #6. Streamline Workflows and Improve Service Efficiency
Efficiency and streamlined workflows are the backbone of outstanding customer service. Yeastar’s Call Center solution also equips your agents and supervisors with the tools they need to manage calls and inquiries efficiently.
- CRM & helpdesk integration: Integrate Yeastar P-Series Phone System with your CRM or helpdesk software to instantly access customer contact records before answering the call. Efficiency-enhancing features include Call Popup, Contact Sync, CDR Sync, and Auto Contact Creation.
CRM & Helpdesk Integration
- User-friendly interface: Agents and supervisors can take advantage of intuitive interfaces provided by Yeastar to enjoy easy navigation, integrated tools, real-time data, and comprehensive monitoring.
- API & SDK: Utilize API to build custom integration for your call centers. Leverage Linkus SDK (Software Development Kit) to seamlessly incorporate Linkus voice calling into your custom applications.
Solution Overview
Watch this video to explore the key components of our solution. We will walk you through everything!
Want to dive deeper into the details? Download our solution brochure here and explore all the features and benefits our solution has to offer.
Elevate Your Customer Service with Yeastar
Here at Yeastar, we offer a complete, built-in, and robust call center solution for you to deliver five-star customer service in every ring. We also offer a 30-day free trial for you to experience our solution firsthand. Do not have a P-Series Phone System yet? Contact us today to schedule a free live demo and let us show you how the call center solution will work live for your business.
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