Improving Your Call Center’s Customer Relationship
Customer relations, just like society as a whole, have undergone major changes in recent years. Difficult economic conditions, more demanding clients and increased anxiety all contribute to reshaping the way companies approach customer relationship management.
What Is Customer Relationship Management?
Customer relationship refers to the communication methods used by a company to maintain a privileged connection with its clients.
The channels involved are vast, including:
prospecting, call handling, after-sales service, digital communication, social media, and more.
Maintaining and Improving Customer Relationships
Be responsive and efficient
68 percent of customers who switch providers do so because they were not satisfied with the way they were treated. This shows just how crucial customer relationship quality is to the long-term success of a business.
A complaining customer is a customer who still values your service.
A disappointed customer, however, will leave.
A client who expresses dissatisfaction is giving you a chance to improve.
Resolving the problem of an unhappy customer fosters loyalty and strengthens their trust in your company.
Give clients the choice of communication channel
Changes in buying behavior and the digitalization of services require businesses to adapt their customer relations strategy.
Offering multiple communication channels is essential.
However, you must ensure your messaging is consistent across all these channels.
A message that varies depending on the channel can harm customer trust.
Imagine receiving an offer by email that does not match what appears on the website or in-store.
By developing multiple communication channels, you allow customers to contact you in the way that suits them best.
Some prefer speaking with an agent by phone, others prefer email for a written trace, and many appreciate fast responses via social media.
Physical mail may seem outdated, but in some communication campaigns it is perceived as a thoughtful and personalized touch.
An omnichannel strategy helps you gain customers, improve satisfaction and loyalty and build a competitive advantage.
The Impact of Telephony on Customer Relationships
As seen earlier, there are many contact methods, so why does the telephone remain so important?
A human touch
The presence of a human voice is more reassuring and personal than an automated message or online form.
A voice also conveys emotion, which is a key element of customer relationships.
A universal method
Regardless of your customers’ age, everyone knows how to make a phone call.
Since 2016, mobile connections have surpassed desktop connections.
Many clients now contact you from their mobile phones.
Higher-quality interactions
Phone calls allow customers to explain their issues in detail, even in complex cases.
Improving Customer Satisfaction
Using VOIP not only reduces costs but also allows teams to work from anywhere.
Remote work and professional mobility are major trends, and happier employees mean better interactions on the phone.
Advanced telephony features like IVR (Interactive Voice Response) or CRM screen-pop (caller information displayed automatically) also improve satisfaction.
A well-designed IVR helps customers solve simple issues or reach the right agent immediately.
However, if your IVR is too complex, too long or unpleasant to listen to, it will harm your brand image.
Key Performance Indicators for Your Customer Service
There are many indicators you can use to evaluate customer satisfaction. Whether qualitative or quantitative, they are essential for measuring call center performance.
Average handling time (AHT)
The total time an agent spends on a customer case, including conversation time, hold time, and post-call tasks.
Average waiting time
Also called Average Speed of Answer (ASA), it measures how long incoming calls stay in the queue before being handled.
Customer Effort Score (CES)
Measures how easy it is for a customer to interact with your company, for example to resolve a problem.
Throughout the customer journey, every action requires a certain level of effort.
CES reveals the ease and quality of these interactions, which directly impacts experience and loyalty.
Call data also allows you to analyze the number of positive interactions compared to total incoming calls.
Such tools give supervisors a clear picture of service quality, which directly influences customer relationships.
Call Monitoring and Call Recording in Call Centers
“We inform you that this call may be recorded.”
Who hasn’t heard this message before speaking to a call center agent?
Call recording solutions have become widespread thanks to the growth of IP telephony systems, allowing organizations to keep a trace of all telephone conversations.
What is the legal framework for call recording?
How should recordings be used?
How long can they be kept?
Here’s what you need to know.
Why Record Telephone Calls?
A powerful training tool for call center agents
New agents, new products or updated procedures?
Call recording is a highly effective training tool. It accelerates skills development and improves call quality.
Recorded calls are full of insights.
Replaying them helps identify mistakes, weaknesses in the sales pitch, tone-of-voice issues and areas for improvement across the entire process.
Double-listening allows supervisors to monitor individual performance and ensure the overall quality of the call center. You can run efficient training or coaching sessions by listening to calls in real time.
From the real-time dashboard, you can access any ongoing call. With one click, you can listen discreetly without the customer or the agent knowing.
Monitoring Features for Call Center Supervisors
Recording telephone calls is an excellent way to evaluate your agents. It allows you to quickly and effectively analyze their responses, detect weaknesses in their commercial approach and refine your scripts.
Replaying recorded calls improves training and enhances your sales pitch, which ultimately strengthens customer experience.
Combined with performance statistics, call recording contributes to better service quality.
Call recordings can also be useful when handling disputes. In case of a complaint, especially if your company’s legal responsibility is involved, you can provide a recording as evidence, which may be decisive in resolving the issue.
Legal Regulations for Call Recording
The French Data Protection Authority (CNIL) reminds us that a voice is considered personal data. It is unique to each individual, carries information and even emotion. As mentioned in a previous article, the protection of personal data must be taken seriously.
To comply with CNIL regulations, your call center software must allow you to define the recording rate of telephone calls.
Call recordings are lawful only if the parties have consented to one or several specific purposes:
The recording is necessary for performing a contract involving one of the parties
The recording is required to fulfill legal obligations
The recording is necessary to protect the legitimate interests of one or more parties
You must also inform your employees about the recording system.
Employees must know:
The existence of the device
The purpose of the recordings
The recipients of the recordings
The identity of the data controller (the DPO)
The retention period of the recordings
Call Recording with Ubicentrex, With Full Peace of Mind
Ubicentrex allows the recording of telephone communications for up to 6 months.
According to a recent CNIL decision, call recording in the workplace is permitted when recognized as necessary and may be used for training and evaluation purposes.
By default, internal call recording is enabled in Ubicentrex.
Calls between employees and prospects or clients can be recorded in compliance with applicable regulations.
The recording feature can only be configured by administrators from the personal dashboard.
We also provide an option allowing callers to choose whether they wish to be recorded or not.
For any questions or to learn more about Ubicentrex, feel free to contact our sales team.
Customer support
Call center software
Cold calling in call centers: how can agents reach their targets?
In the digital age, many believe telemarketing is outdated or ineffective which is completely false. In reality, cold calling remains a solid lead generation channel. In 2022, telemarketing is still a key driver for business development.
Why You Should Create a Telemarketing Call Script
Some believe a call script is unnecessary, but it is a powerful tool.
A script helps you structure your commercial argument, stay focused and avoid getting lost when a call becomes challenging. It evolves over time thanks to team feedback, and helps maintain consistency across all agents.
A script is not meant to turn agents into robots. It provides a framework a structured path while allowing flexibility.
Typical stages of a cold call
• Introduction
• Qualification questions to understand the prospect
• Presentation of your offer
• Handling objections
• Closing and call-to-action
Prepare for Objections Your Prospects Will Have Some
List the most common objections you encounter and prepare your responses in advance.
This prevents you from being caught off guard and allows you to answer confidently.
Ubicentrex offers a powerful and flexible call script module
It adapts to every scenario.
Example: managing long-term appointments
• Confirmation email sent when the appointment is booked
• SMS reminder one week before
• SMS reminder the day before
• Satisfaction survey email two days after
You can find the full documentation here.
Optimize Your Telemarketing: Key Features Your Call Center Must Have
Telemarketing tools usually include three dialing modes:
1. Preview Mode
Displays the contact sheet before the call is made.
Agents can prepare, but may waste time if the contact doesn’t answer.
2. Progressive Mode
When the agent becomes available, the system automatically dials the number while loading the contact sheet.
The agent only has a few seconds to get ready.
3. Predictive Mode
Uses algorithms to predict when a prospect is likely to answer the phone.
It places several calls simultaneously so agents are always connected at the right time.
Huge boost for productivity and conversions.
Click-to-Call to Facilitate Outbound Calls
Click-to-call allows agents to initiate calls directly from the interface by clicking a phone number.
Benefits:
• No manual dialing
• Saves time
• Eliminates mistyped numbers
• Supports instant, direct marketing actions
Call Recording
This is extremely useful for:
• Training new hires
• Quality control
• Improving scripts
Statistics and Performance Tracking
Your software must allow you to track key metrics:
• Average talk time
• Number of calls handled
• Conversion rate
Ubicentrex allows you to build fully customizable dashboards:
• Graphs
• Filters by agent or call group
• Complete export options
All essential to measure and improve your telemarketing performance.
Independent Secretary: What You Absolutely Need to Know
The administrative support market is undergoing major changes. More and more companies across all industries are choosing to outsource their administrative tasks. Hiring an independent secretary is a real asset for a business, offering both time savings and reduced costs. It is a profession with strong potential and a promising future.
Independent Secretary: Discover the Role
The Missions of a Virtual Secretary
Thanks to modern digital tools, independent secretaries can now handle a wide range of tasks. Some are simple and repetitive, while others require greater expertise. These tasks can be performed remotely via the cloud, a dedicated CRM, or onsite.
Here’s an overview of the most common responsibilities of an independent secretary.
Call handling and customer service
Virtual secretaries often manage incoming calls for after-sales service or technical support. They become the voice of the company, so knowing the product or service is essential to provide accurate, helpful answers.
Appointment scheduling
A classic task, but one that requires composure, patience and adaptability when dealing with demanding customers. It also requires agility to propose alternative solutions quickly.
Invoicing and overdue payment follow-up
This is particularly requested by start-ups and small companies. With limited time and resources, outsourced billing follow-up becomes a key asset.
HR support
This can include screening résumés, contacting candidates for interviews, sending interview briefs, or communicating responses to candidates.
This list is a snapshot of what independent secretaries can offer. Tasks vary depending on their skills and specializations.
Fundamentals of the Profession
Hard Skills You Must Master
The term “hard skills” refers to technical abilities typically listed in the skills section of a CV. Becoming an independent secretary technically requires no formal diploma. However, candidates can validate prior experience (VAE) to reassure potential clients.
Training in administrative management and secretarial work is strongly recommended to strengthen credibility and demonstrate real expertise.
Key expected skills include
• Mastery of office software
• Strong telephone and in-person reception skills
• Ability to manage emergencies
• Ability to report on completed tasks
Soft Skills You Must Have
Soft skills refer to behavioral competencies often developed outside formal education. Independent secretaries must demonstrate:
Flexibility and versatility
Given the variety of tasks, adaptability is essential. Topics and contexts can change from one moment to the next.
Strong organizational skills
Good organization improves stress management, respects deadlines and ensures clear communication.
Excellent interpersonal skills
You must know how to adjust tone, vocabulary and communication style depending on the person you’re speaking to. Remember that you represent your client’s business.
Autonomy
Being independent means solving problems without constantly relying on others. This is crucial for efficiency and stress management.
Essential Tools for Virtual Secretaries
Technology and Equipment
Contrary to common belief, becoming an independent secretary is not entirely free of investment. While costs are reasonable, certain equipment is essential:
A computer
Preferably a laptop if you plan to work onsite occasionally. The required performance depends on the software you use.
A comfortable office chair
It prevents long-term health issues. (We wrote an ergonomic guide about this!)
High-speed internet
Call quality relies heavily on your connection.
A good microphone and headset
Since you’ll spend hours on calls, comfort is crucial. A wireless headset is ideal to allow movement and note-taking.
USB keys or external drives
To save and secure your data.
A High-Performance Call Management Software
The primary criterion when choosing call center software is how well it fits your needs. More advanced than a standard business telephony system, a call-handling platform allows you to manage inbound and outbound calls, schedule appointments and optimize productivity.
Instant Messaging
An instant messaging channel streamlines internal communication and information transfer. It may also include light file sharing.
Powerful Statistical Tools
A complete analytics module allows you to dive into detailed call data and performance metrics. You can filter by user or call group and generate custom reports.
A supervision interface provides a real-time overview of all key indicators.
All statistics can be exported to justify activity to clients.
Contact Pop-Up (Caller Identification)
Retrieve detailed information about the caller before picking up. This feature helps personalize the call and improve customer satisfaction.
