Customer Relationship Management (CRM) and HR

Customer Relationship Management (CRM) and HR

21 . July . 2020

Human Resources are those constituents of an organization that take care of the human facets and needs of all employees within that organization. Key functions of HR in an organization are-

• Employee recruitment and selection.
• Compensation calculation and reward program management.
• In-house training for all employees according to skill sets.
• Performance calculation and managing employee behavior.
• Portfolio management and area location management.
• Transformation and change management.
• Structuring hierarchy of employees.
• Employee relationship management.
• Hiring Campaign management.

Employees are the significant assets and the primary promoters of profitable business for an organization. Hence, apart from managing clients and customers for business purpose, it’s a decisive responsibility of an organization to manage and fulfill all needs of its own employees. It would be improper to say that a CRM system is only used to manage clients and customer; most of the HR heads or managers are using CRM technologies for managing company’s human capital. This approach is called as Employee Resource Management (ERM). An ERM is a business process that fills gaps between an organizations and its employee to create a strong emotional and professional bonding among them.

A well-integrated ERM provides a committed information base system for all Human resources. This is termed as Human Resource Information System (HRIS) in most of the renowned organizations which provides a better interface for HRs to deal with internal employees and screens all problems associated with relationship among organization and employee. Some of its features are listed below-

Read More
Agent Productivity Starts With Technology

Agent Productivity Starts With Technology

6 . July . 2020

Many companies want to increase contact center agent productivity. Most contact center agents actually want to be productive, too, but are often hamstrung by the tools available to them.

Here are five areas where improved technology could result in a boost to agent productivity:

Quality Management and Speech Analytics

For the contact center running their quality program in spreadsheets, Google forms, or a tool that’s not integrated with their contact center platform, upgrading to an integrated quality management platform provides huge productivity gains for both agents and supervisors.

Helping supervisors evaluate interactions and coach more efficiently means they can evaluate more interactions, giving agents more frequent feedback on how they can be more productive. These platforms can help with the following:

• Select the right interactions. With integrated speech analytics, supervisors can quickly identify the right interactions to review. Often supervisors spend more time searching for interactions than evaluating them.

• Evaluate interactions in a single window. Integrated with the contact center platform, supervisors can evaluate interactions in the same window where they’re reviewing the interaction. The less toggling they do between windows the better.

• Deliver instant feedback to agents. With robust levels of permission, agents receive timely, specific feedback about their performance directly in the system.

CTI Integration with CRM

Have you ever contacted customer service and entered your account number or other personal information into the IVR, only to be asked for that same information again by a live agent?

Computer telephony integration (CTI) or CRM integration automatically presents the customer record to the agent upon being connected. Typically this means the agent has complete visibility into the customer account, making it easy to access important information like order or shipping status, and a history of previous conversations with customer service. This integration can shave seconds or even minutes off customer interactions and free agents up to connect with customers and solve problems, a part of their job they enjoy.

Agent and Customer Self-service

No customer likes being placed on hold for an unspecified amount of time. And they certainly don’t appreciate the additional delay caused when a case has to be escalated. This is symptomatic of agents not knowing the answer, not being empowered to answer, not knowing where to find the answer, or some combination of the three. Agents dislike these delays and want nothing more than to resolve the customer’s issue in a timely fashion.

Here’s how technology can help:

• Connect agents with the right expert. Often the collaboration tools used within a business are not connected to the applications in a contact center, making it almost impossible for agents to reach out to SMEs throughout the organization. A way to combat the issue is to ensure your agents have access to a complete directory of employees within the entire business to readily engage for expertise and answers to those complex customer issues.

• Use AI to serve up intelligent suggestions. When natural language processing and machine learning are connected to these knowledge resources, agents are automatically presented with the most accurate answers faster. Imagine an assistant sitting alongside a contact center agent, listening to the conversation and suggesting intelligent direction to make sure the information provided to the customer is correct and timely.

Agent Interface

In many contact centers, agents are required to navigate several complex desktop applications to support a single customer. Factor in agents who interact with customers across multiple channels and you can quickly realize just how frustrating and mangled the work of the agent becomes.

Clearly there’s a huge opportunity to unify the agent desktop, bringing all channels into one interface and seamlessly integrating with other applications. Your agents should delight in their experience as the technology offers simplicity, support, and a truly cohesive environment in order to effectively and productively service your customers.

About ZRG

Since 1994, ZRG has been offering innovative and flexible solutions for multi-channel Contact Center, CTI, IVR, Call Recording, Complaint Desk, Ordering and Workflow Management needs. We have successfully delivered Enterprise level projects to prestigious organizations in the banking and financial services, telecoms, insurance, courier, pharmaceutical and energy service industries in the national and international market. To discover how you can enhance customer satisfaction and improve team productivity in your organization, contact ZRG solutions team today.

Land Line Voice: +9221 3431 3222
WhatsApp Text: +92314 200 8000
Facebook Messenger:
Web Chat:

Read More
How To Make Work From Home A Success At Your Call Center

How To Make Work From Home A Success At Your Call Center

16 . June . 2020

More and more businesses have mandated that their employees work from home (WFH) in the ongoing effort to minimize the effects of the coronavirus outbreak.

The concept of Work From Home is increasingly being adopted by businesses around the world.

Among many benefits of using WFH, one is that it allows a business to continue processing work when office building becomes inaccessible for the staff.

The call centre industry is one of the industries that are known to account for the mass employment of fresh graduates from the universities or polytechnics. Irrespective of the course you have studied, you can easily fit into the call centre setting if you are determined and hard working. The fact that the job description varies makes it difficult to restrict the recruitment of a call centre agent to a particular field of study.

If you need to have your designated staff work from home in the most effective way, ZRG team is here to help with our experience, knowledge and solutions.

We have gathered and put together useful tips that can be used for working remotely, possibly for an extended period of time during a DR condition or due to change in business strategy.

Read More
The Emergency Response Team (ERT) – Need Of Today

The Emergency Response Team (ERT) – Need Of Today

11 . June . 2020

A robust business continuity plan can take months, even years, to construct and today in these pandemic crisis there is a need for ERT more than ever.

If your business already has an emergency and continuity plan, you should familiarize yourself with it and become an active member of the planning process.

This is a quick and tactical guide to crafting an emergency response team.

Read More
Tips for Effective Reporting of Your Contact Center Activity

Tips for Effective Reporting of Your Contact Center Activity

9 . June . 2020

Effective contact center reporting requires an ongoing communication process

Reporting contact center activity to senior level management and others in the organization can seem a daunting task. The wide variety of activities in a typical center, the reality of senior management not having the time to pour over detailed reports, and the fact that summary reports often gloss over important information, all contribute to the challenge. Consequently, many diligently prepared reports either go unread or, worse, are misunderstood.

Clearly, good communication doesn’t happen just because detailed information is available. Any manager buried in system reports yet struggling to convey basic realities can testify to that fact. As with budgets, the process you establish to communicate ongoing contact center activity is as important as the information itself. The following steps can help you identify and prepare meaningful reports and ensure that they are understood.

1. Determine Your Objectives

What are the objectives for the reports? In other words, what should other managers know about the contact center or the information it has acquired, and why? To find the answers, assemble a team for a working discussion. A cross-section of managers from across the organization, contact center managers, supervisors and agents should be involved. General areas of concern usually include:

•Customer satisfaction and sentiment analysis
•Quality measurements
•Contributions to other business units
•Access alternatives and workload trends
•Costs and revenues
•Queue reports (such as service level and abandonment)
•Resource utilization and requirements (e.g., staffing and scheduling needs)

From these major categories, important measurements will emerge. It’s often useful to preface this exercise with a question like, “If we could wave a magic wand, what would we really want to know about our contact center?” At this stage, don’t be concerned about whether or not you have the reports to support the objectives you identify. Your objectives — not the reports you happen to have — should drive this process.

2. Identify Supporting Information

List the possible reporting alternatives under each of the objectives you identified in the first step. Include information from systems, databases, surveys, other departments and external information.

The challenge now becomes one of selection. Stephanie Winston, author of the classic book, The Organized Executive, advises that a report should not simply collect facts, but serve as a judgment tool for management. To pare down the lists, Winston suggests asking a variety of questions: Is the report really necessary? What questions does it answer? Which reports would you dispense with if you had to pay for them? Could several reports be combined? Will you act on the information to affect change?

3. Put the Information in a User-Friendly Format

Once you have a list of desired reports, the next step is to compile them into a simple, understandable format. This often means creating graphs of the information. For example, simple line charts can illustrate trends that would otherwise appear as hard-to-decipher numbers. Reports that rely on graphs may take more pages, but a 10-page report consisting primarily of graphs is often quicker to read and easier to comprehend than two pages of detailed numbers in rows and columns. Look for data that can be combined or contrasted to provide a more complete story.

4. Clarify Information that could be Misleading

As any seasoned contact center manager has learned, you can make reports show whatever you want. For example, you can prop up service level by overflowing calls to other groups, changing distribution priorities, or taking messages for later callbacks. Or you can provide overall reports or select timeframes that combine data and conceal problematic intervals. Clearly, simply providing a high-level report on service level or quality can be misleading. The reader needs more information.

5. Annotate Exceptions

There will be points that are clearly out of the norm. Don’t leave your audience guessing. Explain deviations, both what happened and why. Why did wait times go through the roof in early February? A simple footnote can provide the answer: “Power outage in Northeast; workload 40 percent higher than normal.”

6. Augment Reports with Practical Experiences

Giving recipients a report to read on what happens on Monday mornings versus bringing them into the center to observe what happens is the difference between night and day. You need to do both. Teaching key contact center dynamics to managers outside the center is necessary to create a clear understanding of how cross-functional decisions and actions link with the center’s overall effectiveness. And contact center executives need a solid understanding of the concerns, challenges and objectives in other areas of the organization. This mutual understanding forms a strong and essential foundation for effective reporting and communication.

7. Organize an Ongoing Forum for Discussing and Acting one the Information

Presenting data in a clear, concise and actionable format is a start. But reports must be followed with a forum for discussing and acting on the information. This becomes the primary opportunity to turn information into sound business decisions. If there’s one overall message, it’s this: Effective reporting is an ongoing communication process. It’s not an end result.

Read More