In an increasingly competitive environment, call centres need solutions that enable them to optimise time, improve contactability and increase agent productivity.

In this context, the predictive dialler has become a key tool for customer service and sales teams seeking outstanding customer experiences (CX), more engaged agents and increased sales.

WHAT IS A PREDICTIVE DIALLER?

A predictive dialler for call centres is a system designed to make calls automatically, meaning agents no longer need to dial numbers or search for contacts the system does it for them.

The dialler calls multiple numbers simultaneously and, when a person answers, connects the call directly to an available agent. This prevents agents from wasting time on unanswered or failed calls.

This predictive dialler software anticipates agent availability and adjusts the dialling pace based on response volumes and the average length of conversations. The goal is simple: more productive calls, less wasted time and better results.

5 BENEFITS OF A PREDICTIVE DIALLER FOR A CALL CENTRE

1. IMPROVED AGENT EFFICIENCY

Predictive diallers free agents from repetitive tasks such as searching contact lists or dialling numbers manually. The system:

• Identifies the best times to call.
• Predicts when an active call will end.
• Automatically launches the next call.

In addition, it can be integrated with Automatic Call Distribution (ACD) systems, allowing incoming and outgoing calls to be balanced according to workload. This significantly reduces idle time and improves overall team productivity.

2. SMARTER, MORE EFFECTIVE LEAD MANAGEMENT

When connected to customer management software, predictive diallers make it possible to keep all customer information organised and up to date. The system knows the best time to call and avoids dialling unsuitable numbers, such as fax lines, voicemail boxes or contacts that should not be called.

All calls are also automatically logged in the CRM (Customer Relationship Management system). This makes follow-up easier and provides real-time metrics and Key Performance Indicators (KPIs) to optimise sales and marketing actions.

3. SPEED UP SALES

Speaking to the right person at the right time is essential to closing a sale. A predictive dialler helps agents prioritise contacts with a higher likelihood of interest, avoiding unnecessary calls. Features such as:

• Call recording
• Automatic call-backs
• Task automation

Enable agents to focus on high-value conversations and close more deals in less time, significantly improving performance by up to 150%.

4. BETTER CUSTOMER SERVICE SATISFACTION

Predictive diallers can boost customer satisfaction by contacting customers at the right time and with the clear aim of offering products and services that genuinely interest them. Reaching customers with relevant offers at optimal times increases loyalty.

5. OPTIMISE RESOURCES

In addition to boosting sales, predictive dialers indirectly help reduce costs. Operators can make more calls in less time by reducing the time they spend on manual tasks.

By integrating directly with the CRM, there is no need for additional hardware or complex integrations, making the system simpler, more efficient and more cost-effective.

HOW A PREDICTIVE DIALLER IMPROVES KEY CALL CENTRE KPIs

Implementing a predictive dialler not only streamlines processes but also has a direct impact on the most important performance indicators:

• Contact rate: increases by avoiding failed calls and invalid numbers.
• Agent productivity: agents handle more live conversations per hour.
• Average Handling Time (AHT): reduced through task automation.
• Abandonment rate: lowered by matching call volume to real agent availability.
• Outbound campaign ROI: higher return on investment by making better use of resources and reaching the right customers.

Thanks to this data-driven approach, the predictive dialler becomes a key tool for managing call centres more efficiently and with a strong results focus.

DISCOVER THE ENREACH OUTBOUND AUTO DIALLER

Boost your business with our cloud-based business telephony software: no installations, no hardware. All you need is a device with an internet connection to create and manage your marketing campaigns, measure their effectiveness in real time, track results and grow your business by up to 400%. You can also seamlessly connect branches, departments and team members.

ITS MODULES AND TOOLS INCLUDE:

• Smart diallers
• Customer information
• Dashboards and analytics
• Real-time management
• Call administration
• Appointment scheduling
• Advanced customer management
• Agent organisation

La entrada Top 5 benefits of a predictive dialer for a call center se publicó primero en Enreach ES.

If you’re starting a new business or looking to expand, you’ve come to the right place. The day you open the doors (figuratively or otherwise) to your business, you’ll need a new phone number.

Why do you need a business phone number?

It may come as a surprise in the face of email, SMS, WhatsApp and web chat, but the telephone is still the most common method of contact for businesses. So, it’s vital that you have one!

As well as being the most widely used contact channel, advanced phone systems allow you to:

• Enhance your brand image. When people dial your number, what do you want them to hear first? Probably not a ring tone. With advanced telephony, you can set up music and welcome messages to greet people at the other end of the line.
• Enhance your user experience. Among all the advanced features, you’ll probably love automatic call forwarding and integration with external programs such as CRMs to automatically update your database.
• Improve the customer or supplier experience. They’ll notice too, because one of the features of advanced systems is the ability to program automated assistants to handle calls outside of office hours.

Now that you know why you need a business phone, let’s get on with it! While getting a business phone number is relatively straightforward, there are a few things to consider.

How do I get a business phone number?

To get a business phone number, you need a telecommunications provider. We recommend that you look for providers who specialise in serving businesses. They will be best placed to guide you through the process.

As there are many providers, one way to narrow down the options is to focus on call quality and the features associated with the phone line.

Most businesses will need at least the following features: scheduling of out-of-office messages when the office is closed, welcome messages (as mentioned above) and voicemail to email, which allows you to receive transcribed voice messages to your email address.

In addition to these and many other features, we offer our phone lines with a basic virtual switchboard service, allowing you to efficiently manage calls, configure menu options, redirect calls to different departments and maintain total control over your company’s telephone communications.

If you need a phone number for customer service, we also have customer service software that allows you to manage calls, emails, SMS, WhatsApps and web chats from a single programme.

Once you’ve chosen your business telecoms provider, it’s important to understand the different types of numbers available to help you choose the one that’s right for you.

Types of business numbers

Broadly speaking, there are four main families of business numbers: geographical or local numbers, 900 or toll free numbers, 901 or shared costs numbers, and 902 numbers, which have no cost for you.

Here’s more information about each of them:

1) Geographical numbers

What they are: Geographical numbers are local numbers, both national and international.

Features: They allow you to have a local number from anywhere in the world without the need for a physical office in that country.

Advantages: They give callers a sense of proximity and trust as they recognise the area code of their region.

Disadvantages: They are an additional cost to your business.

2) 900 lines

What they are: 900 numbers are known as toll-free numbers for customers.

Features: They are mandatory for all basic service companies (water, electricity, gas, etc.) and most companies with customer service departments almost always use them.

Advantages: They give callers confidence that the call won’t cost them anything.

Disadvantages: We’re not aware of any disadvantages.

3) 901 Lines

What they are: These are national shared cost numbers, meaning that the caller and receiver share the cost of the call.

Features: They are accessible from all over Spain, which can be useful if your company has customers or branches in different regions.

Advantages: As they are cost shared, you can generate revenue from calls made by your customers or suppliers.

Disadvantages: Customers may find them expensive and avoid using them.

4) 902 lines

What they are: These are national numbers where the caller pays the full cost of the call.

Features: Like 901, they are accessible from all over Spain. However, the caller’s charges are much higher.

Advantages: You don’t pay a penny for the calls you make or receive.

Disadvantages: You can’t use them for customer service, and if you do, you have to provide another free alternative number, such as a 900.

How to choose the best phone number for your business

The following questions will help you choose from the many types of business phone numbers available:

What image do you want to project?

• Local and accessible company. If you want to convey an image of closeness and familiarity, geographical or local numbers are your allies.
• Large and accessible company. If you want to position yourself as a large but accessible company, 900 numbers are perfect.
• Large company with limited reachability. If you want to position yourself as a large company and limit the number of incoming calls, both 901 and 902 will do the trick.

It’s also possible to use a combination of numbers. For example, if you’re running a specific advertising campaign in a particular city, it’s worth having a geographical business number to get more calls.

What’s your budget?

Price is usually the deciding factor. Aim to invest in numbers that are useful to you and don’t spend a fortune on something you don’t need.

If you’re unsure about the business numbers you need, our team of experts are always on hand to help you choose the best option for your business. Contact them on 900 670 750 or use the chat below.

La entrada How to get a business phone number for your company se publicó primero en Enreach ES.

Artificial intelligence (AI) developed for customer service is not intended to replace agents, but to complement them. The emotional intelligence of agents combined with the automation provided by AI is the perfect combination to deliver a flawless customer experience (CX).

But its power does not end there. This technology also has a positive impact on the agent experience (AX), freeing them from managing simple enquiries and performing repetitive tasks where they do not add value.

Here are ten use cases that demonstrate the benefits of integrating AI to help agents be faster, more efficient and work on their continuous improvement.

1. INTENTIONAL QUALIFICATION

Bots are ready to ask an open-ended question like “How can I help you?”, interpret the customer’s response in the moment, and decidewhether to offer self-service (if within their capabilities) or transfer the conversation to the most qualified agent to handle the request.

As with IVR menus, you can use them to identify the user’s intention and intent and create transfer rules that take into account agent skills.

Unlike IVR, conversational and/or generative AI bots do not require you to configure the conversation diagram per channel and provide a better customer experience by understanding the customer’s query first.

2. USER IDENTIFICATION

Another task a bot can do before transferring the conversation to an agent is to identify the person it is talking to.

By querying the CRM, ERP or ticketing tool, it can search the database for the ID card, phone number or any other identifying information the user has provided.

This way, when the agent receives the call or chat, they can address the customer by name and quickly check their call/message history and customer record.

3. CONVERSATION SUMMARY WITH AI

When the customer indicates they want to speak to an agent, or the bot has determined it’s best to transfer the conversation to an operator, the agent receives the call or chat along with a summary of the previous conversation.

In addition to a transcript of the conversation and a record of all actions taken by the bot, the summary of the conversation identifies keywords and the customer’s sentiment.

With this information in advance, the agent can resolve the customer’s query more quickly and efficiently, because they know exactly what the customer needs, what the bot wasn’t able to provide, and what tone to use depending on the customer’s emotional state.

For example, if the bot has detected that a customer is angry because they have a problem with their phone line, the agent will know all this information before answering the call and will be much more effective in their verbal communication and problem solving.

4. RESOLVING COMMON QUERIES

According to a recent study we conducted, bots can handle up to 80% of simple queries in a contact centre.

Whether answering FAQs about a product or service, resolving a technical issue found in a user manual, resetting a password or recommending a credit line, bots free agents from these types of calls or messages, giving them more time to handle inquiries that require emotional intelligence or to assist those customers with special needs.

5. SENDING DOCUMENTS

In addition to resolving simple queries, bots can also provide self-service by sending documents to the customer, such as invoices, contracts, forms, etc.

Whether verbal or written, the bot can instantly deliver the document the customer needs through any platform.

For example, if a customer calls the call centre and asks for their latest electricity bill, the bot can send it via the customer’s preferred channel: WhatsApp, SMS or email.

6. TICKET GENERATION

As part of self-service, bots can also generate a ticket detailing the customer’s problem. By gathering all the relevant information from the conversation, they can create a new ticket, fill it in, and send the customer the incident tracking number.

Especially for queries that cannot be resolved in the first instance, bots can handle this part of the process, reducing human error and freeing agents from repetitive tasks.

7. INSTANT TRANSLATION

As well as being omnichannel, Artificial Intelligence is multilingual, meaning it speaks and understands all languages. This feature opens up a world of possibilities for contact centres, not only to better deal with requests that are not in our native language, but also to provide service in any language.

Whether it is a voice or chat conversation, we can ask the bot to transcribe the customer’s answers in the language we want, and also respond to the customer in their own language.

This functionality is ideal for when we have a spike in Spanish calls in the queue, as we can redirect these calls to agents with basic knowledge and have them assisted by the bot to help customers more smoothly and professionally.

8. KNOWLEDGE BASE

In addition to assisting during a call as a translator, the bot can also help agents when they have a question about a product/service or a clause in a contract.

If we share all our documentation with the AI: manuals, legal documents, blog posts, use cases, etc., we will end up with an internal ChatGPT that is knowledgeable about all our processes and products/services.

This will be the great ally of the agents, because if they don’t know how to answer a customer’s question, they can ask the internal AI Agent, and if it’s in the documentation we’ve provided, it can answer it.

This functionality not only avoids prolonging the conversation, but also allows any agent to provide support on a topic they are not an expert in.

9. ACW OPTIMISATION

The After Call Work (ACW), refers to all the tasks that agents must complete after each interaction before moving on to the next customer.

Artificial Intelligence can speed up this process by creating a real-time transcript of the conversation, analysing customer satisfaction by highlighting keywords that serve as typification, and linking this data to the details of the conversation.

The ability to automate AWC time as much as possible is essential to increasing agent efficiency.

10. AGENT EVALUATION

AI also has Speech Analytics capabilities, which means it can evaluate the performance of agents. This data helps contact centre managers to identify each agent’s areas for improvement and work on strengthening them.

We can train AI to generate a report after each interaction that includes: the ID number of the interaction, a title, a summary and, for example, an assessment of the agent’s presentation, friendliness and effectiveness.

This functionality contributes to the continuous improvement of agents and therefore to their speed.

FINAL THOUGHTS

As we have seen from these examples, AI provides automation across the entire customer service cycle: from the tasks that precede the interaction to the assistance it provides during and after the conversation.

Currently, there is no other technology that can optimise so many processes at once, taking into account both the customer and agent experience.

Want to meet the artificial intelligence that will revolutionise your customer service? Call us on +34 900 670 750 or fill in this form.

La entrada 10 examples of AI automation to help agents work faster se publicó primero en Enreach ES.

The absenteeism rate in the Spanish contact centre sector reaches 14.12% in 2024, according to the latest report from the CEX Association.

Although it’s an improvement compared to 2023 (14.63 %), the figure remains well above the average for the services sector (6.7 %).

Burnout, stress and challenges in achieving work–life balance partly explain a worrying phenomenon—for operations managers in particular.

The good news is that the sector is responding: with increased investment in technology, greater adoption of AI, hybrid working models and a clearer commitment to training.

HOW TO SUSTAIN THE DOWNWARD TREND IN CONTACT CENTRE ABSENTEEISM

The CEX Association’s study on contact centre absenteeism within its market report highlights that January 2024 was the only month last year with higher absenteeism than in 2023. That signals the sector is implementing effective measures that are already delivering visible results.

Some of the strategies reflected in the study include:

1. EXPANDING INITIAL PRODUCT TRAINING

In 2024, 36% of contact centres are providing product-level training to their teams. It might sound modest, but this actually recovers ground lost in 2023 when the figure dropped to 28%, down from 41% in 2022.

This uptick highlights a revealing trend: agents aren’t leaving the sector, they’re shifting within it. They’re seeking better conditions, more efficient tools and companies that value their experience as much as the customer’s.

For operations leaders, this means one thing: the real competition isn’t only outside the sector, but within it. Retaining talent requires workplaces that are well organised, cohesive and technologically robust.

And training alone isn’t enough. What matters — and matters a lot — is the everyday tools your teams use. Organisations investing in technologies that reduce friction — from quality headsets to contact centre software that keeps everything in one place — send a loud and clear message: your time and energy are valued here.

In fact, according to the latest Gartner study, 45% of agents feel overwhelmed by the number of tools they use daily. The verdict is clear: either we simplify, or we integrate. And if eliminating apps isn’t feasible, at least let’s stop forcing agents to jump between them constantly.

This is where omnichannel software makes a real difference. Centralising all channels — phone, WhatsApp, email, social media — in one platform improves customer experience and reduces agents’ cognitive load. Fewer tabs, less stress.

Moreover, integrating telephony within the CRM automates essential actions: identifying callers automatically, opening their profile, logging their history, and making and receiving calls without leaving the CRM. All in one place.

And when you layer on workflow automation — such as an intelligent predictive dialler for outbound campaigns that boosts contact rates without overburdening agents — or implement AI-powered skill training simulations, you create an environment that’s more capable, more human, and far more appealing to agents who know the ropes.

2. EMBRACING NEW TECHNOLOGIES

While tech investment dropped by eleven percentage points from 2023 to 2024, total spend is actually higher. That points to a more strategic focus: fewer initiatives, greater impact.

Companies are no longer looking to just “have tech,” but to have the right tech. Solutions that are quick to deploy, light on resources and — above all — deliver value from day one.

That’s why usability has become a crucial decision-making factor. Tools that don’t require weeks of training, that integrate seamlessly with CRM systems, ticketing platforms and digital channels, and adapt to agents — not the other way around.

AI in the contact centre is becoming standard. With 76% adoption, the industry has stopped seeing it as a distant promise and begun to test — and verify — its real impact: optimising time, reducing burnout and enhancing customer experience.

And it’s not just about automation. It’s about AI as part of the team: copilots that suggest real‑time responses, fetch relevant info without disrupting conversation flow, and generate tickets automatically — helping to shoulder the silent burden agents have carried for years.

This isn’t the future — it’s the present of contact centre operations. In fact, a Microsoft survey reveals that 75% of agents want AI to help them find the information they need.

It makes sense. When you remove technical barriers, your way of delivering service changes: less rush to close calls. More space to listen. Because ultimately, AI doesn’t replace the human touch — it restores the time and focus that humans need.

3. HYBRID AND REMOTE WORK TO REDUCE ABSENTEEISM

One notable trend is the resurgence of remote work: 70% of contact centres now operate with hybrid or fully remote models. After a dip since 2021, levels in 2024 are back to what they were in 2022.

And the reason is clear: absenteeism falls where flexibility increases. The CEX report shows fully office‑based teams have a 15.70% rate, while hybrid drop to 12.73% and fully remote to 10.11%.

This shift has been enabled by two converging factors: the sector’s technological maturity and improved home connectivity, which now supports professional‑grade call quality from almost anywhere.

But remote work only works if your operations are built accordingly. That’s why a cloud contact centre that ensures service continuity without downtime or glitches, provides real‑time service level monitoring, agent status visibility, dynamic queue management and operational intervention capability, isn’t a perk — it’s essential.

And there’s one more crucial link: seamless integration between your contact centre software and internal communication tools. When this connection is strong, teams collaborate smoothly, share context and stay connected — even across distance.

Because when you have full visibility, real‑time coordination and well‑integrated communication channels, where agents are based becomes irrelevant. And that, in terms of wellbeing and operational sustainability, translates into less friction, less stress… and lower absenteeism.

SECTORS WITH THE HIGHEST ABSENTEEISM IN CONTACT CENTRES

According to CEX data, the telecommunications sector saw the largest increase in absenteeism, rising from 16.09% in 2023 to 16.95% in 2024.

Meanwhile, most other sectors moved in the opposite direction, with retail and eCommerce dropping nearly four percentage points, from 13.07% to 9.17% in 2024.

This sector has consistently led the way in investing in cutting‑edge innovation and technology to deliver outstanding customer experiences. Shifts in physical shopping habits have forced it to differentiate digitally — a change that has also shaped its customer service approach.

The philosophy of placing the customer at the centre and adopting omnichannel strategies is mirrored in their customer service strategy. Improving the customer’s experience doesn’t just mean merging offline and online — it also means being present in every channel, giving customers the freedom to reach out however suits them best.

What does this have to do with absenteeism? More than you’d think. It’s no surprise that enhancing agents’ experience directly influences that of end customers. Teams equipped with integrated tech, automated workflows and emerging tools like AI work smarter — with less friction, less effort and more efficiency.

FINAL CONCLUSIONS

The truth is there’s no universal magic formula to reduce absenteeism, but there are tools that can support and guide this transformation.

The sector’s efforts are clear, and regions like Murcia and Catalonia are leading reductions by increasing awareness, opening dialogue around mental health, investing in mood-boosting technologies for customer-facing professionals, and embracing continuous improvement and flexible, inclusive work philosophies.

If you’re looking to reduce absenteeism in your operation without sacrificing quality or the employee experience, speak with our experts. We can help you identify where effort is being wasted…and how to start recovering it.

La entrada 3 effective ways to reduce contact centre absenteeism se publicó primero en Enreach ES.

In fact, research shows that 35% of businesses fear that AI could make mistakes that negatively impact the customer experience (CX).

Here’s the uncomfortable truth: AI isn’t perfect. But then again, are humans? Just as you trust your best agents, knowing that they might occasionally make a mistake, AI works on the same principle. The mistakes it makes aren’t due to its nature, but rather to unforeseen scenarios or a lack of continuous improvement.

However, AI has one undeniable advantage over humans: it’s far more consistent. It sticks to the guidelines you give it, it doesn’t get tired, it doesn’t go off script, it doesn’t improvise.

So the key question isn’t whether AI can make mistakes, but rather: “What can I do to make sure it doesn’t make mistakes that my best agents would never make?” Read on, because we’ve got the answers you need.

3 KEYS TO GETTING AI RIGHT

1. KEEP YOUR KNOWLEDGE BASE ORGANISED AND UP-TO-DATE

The challenge:

A bot that relies on disorganised or out-of-date information will not only provide incorrect answers, but may even “hallucinate” by making up details that don’t exist.

How to fix it:

• Develop a clear strategy outlining who is responsible for keeping the knowledge base up to date and how often it should be reviewed.
  Organise your information by separating similar processes, such as the steps for subscribing to and unsubscribing from a service, to avoid the bot mixing things up and confusing customers.
  Use an AI solution that flags conversations by satisfaction level, and assign someone from your team to review the bot’s responses in interactions flagged as “unsatisfactory”.

2. TRAIN YOUR BOT TO HANDLE MALICIOUS QUERIES

The challenge:

A bot that isn’t prepared to recognise requests that have nothing to do with your business, or attempts by hackers to exploit it for free services or products, puts your brand at risk.

How to fix it:

• Configure the bot to respond only within its area of knowledge. Irrelevant queries should be redirected to a human agent or met with clear responses such as: “Sorry, I can’t help with that.”
  Protect your brand by limiting the bot’s capabilities: don’t allow it to process payments, close sales or access sensitive data without supervision.
  Implement AI tools that label conversations by query type. Regularly review interactions in the “other” category to monitor how the bot handles unknown topics.

3. USE A BOT THAT UNDERSTANDS EMOTIONS

The challenge:

A bot that can’t detect a customer’s emotional tone could escalate a tense situation or mismanage a complex request, ultimately damaging the CX.

How to fix it:

• Make sure your bot uses natural language processing (NLP) algorithms to detect emotions such as frustration, urgency, or dissatisfaction in customer messages.
  Train your bot to distinguish between simple queries, such as FAQs, and complex issues that require human attention.
  Design a clear process for the bot to automatically escalate emotional or critical queries to a rep, letting the customer know that a specialist will be handling their case.

IS AI READY TO REPRESENT YOUR BRAND?

The answer is yes – but only if you take the time to implement it properly and focus on continuous improvement.

Even generic AI solutions marketed as “easy to implement” require time and effort. It’s important to define the bot’s purpose from the outset, tailor its tone of voice to reflect your brand identity, and test it thoroughly with malicious queries before deploying it on your channels.

This initial phase is essential to correct up to 90% of the bot’s potential errors. Bear in mind, however, that the remaining 10% can’t be identified and resolved until the system is live, as it’s simply impossible to predict every future scenario.

Remember, well-configured AI can reduce errors by 40%, but poorly implemented AI can damage not only your reputation, but also consumer trust in the technology as a whole.

So if you decide to invest in a bot, make sure you do it right. The AI you choose and how you manage it will reflect your commitment to your business, your customers and the future of technology.

READY TO TALK AI?

La entrada 3 tips for implementing AI in customer service without compromising CX se publicó primero en Enreach ES.

There are many contact centre software providers, from those that only integrate voice functionality to advanced solutions that handle calls, emails, WhatsApp, SMS, online chats and more.

While it’s important to note that every business has its own unique needs, there are certain features that only the best customer service software will have. How do you identify them? Follow these seven steps.

STEPS TO TAKE TO FIND THE BEST CONTACT CENTRE SOFTWARE

1. CHECK WHICH CHANNELS THE SOLUTION INTEGRATES

Does your contact centre only handle calls, or does it also manage emails and WhatsApp messages? The good news is that some software already includes the most common contact channels in a single platform.

This means that agents don’t have to open multiple channels separately, but can receive and respond to calls and messages from one interface.

Centralising all contact points improves the customer experience by speeding up response times, and it also benefits agents by making it easier for them to manage multiple channels at once.

2. ASSESS HOW MUCH ARTIFICIAL INTELLIGENCE COULD BRING TO YOUR CONTACT CENTRE

Artificial intelligence in contact centres is still a relatively new technology, but leading companies in the sector are already integrating it into their solutions.

Some contact centres are starting to use AI to qualify user intent (via both voice and chat). As this technology can detect customer emotions, they’re using bots to transfer conversations to agents, indicating the reason for the enquiry and the emotional state of the person they’re about to speak to.

Others are developing their own bots to help agents resolve queries independently and immediately. By centralising all team knowledge in databases, AI with ChatGPT technology can answer agents’ questions during a call.

Another common use is to use AI’s analytical capabilities to review all conversations on a daily basis and create automated reports using big data tools such as Power BI. These reports can, for example, identify the most common reasons for contact based on the day of the week.

3. CHECK INTEGRATIONS WITH THIRD-PARTY TOOLS

There are two types of speech integrations. On the one hand, native integrations allow you to start and answer calls directly from a CRM, for example.

On the other hand, APIs work with (almost) any website and program that acts as a trigger. They allow us to configure the system so that when a call is received in the contact centre software, a specific web page opens in any browser tab.

Whether you work with popular CRMs or have a bespoke one, it’s best to look for a contact centre solution that offers both types of integration.

4. CHECK THAT YOU CAN MEASURE THE QUALITY OF INTERACTIONS AND AGENT PERFORMANCE

Many contact centres are switching to new call centre tools specifically to measure their service levels in real time.

Although the vast majority of contact centre software includes dashboards and graphs that display key metrics (calls received, calls answered, handle time, longest call, etc.), the best customer service software allows you to filter this data by queue and agent.

This way, as well as getting general data, you can quickly identify the cause of a problem, such as why a queue is overloaded or why an agent isn’t answering as many calls as expected.

5. ENSURE YOU CAN RECORD AND MONITOR CALLS

Asimismo, para los supervisores también es muy útil poder escuchar todas las llamadas del equipo en tiempo real e, incluso, dar indicaciones a un agente sin que el cliente las escuche.

To monitor service quality and comply with GDPR regulations, the software you choose should allow you to record all calls, either automatically or manually.

It’s important to ask how long these recordings will be stored for, and to make sure they work with an accessible 24/7 and secure infrastructure.

It’s also very useful for supervisors to be able to listen to all team calls in real time, and even provide guidance to an agent without the customer hearing it.

6. CHOOSE SOFTWARE WITH DIFFERENT DIALLING OPTIONS

If your company has a telemarketing team, it’s important to choose software that includes an autodialer. This will eliminate the need for manual dialling, saving time and reducing errors.

Good contact centre software should offer the two most popular autodialing options: progressive dialling, which takes agent availability into account before dialling calls, and predictive dialling, which connects the optimal number of simultaneous calls.

7. CHECK THAT IT SUPPORTS HYBRID OR REMOTE WORKING

After the pandemic, many contact centres adopted remote working solutions, and since then we’ve become more aware as a society of the importance of work-life balance. As a result, many companies allow their employees to work from home.

Although it’s not as common in Spain to see customer service teams working from home, the latest market research from Asociación CEX shows that companies with hybrid staff have lower absenteeism rates than those that only offer on-site work.

OMNICHANNEL CONTACT CENTRE HAS ALL THE FEATURES YOU NEED

At Enreach, we’re proud to offer a contact centre solution that’s been around for over twenty years. What started as a simple voice channel has evolved to integrate all the key contact channels your team needs.

Our in-house software is constantly evolving to include all the functionality teams need to improve the customer experience. Just this year, we’ve integrated our own artificial intelligence into the Omnichannel Contact Center.

While our technology is at the forefront of the industry, what really sets us apart is the people behind Enreach. Our relationship with our customers is not as a vendor, but as a technology partner. From the very first call, we’ll help you find the service your business needs and we’re committed to continually improving your business because, as in the contact centre world, it’s all about people.

CONOCE A NUESTROS EXPERTOS

La entrada How to choose the best contact centre software se publicó primero en Enreach ES.

Failing to achieve a good first contact resolution (FCR), i.e. resolving most enquiries on the first interaction, can have serious consequences.

This metric can lead to more dissatisfied customers who call back repeatedly in frustration. This situation has a negative impact on both the customer and agent experience.

Why is FCR so difficult to improve? Because it depends on many factors, including the customer service software you’re using.

On the one hand, FCR reflects the ability of agents to resolve issues during the first call. If agents lack the right knowledge or there are information silos, improving FCR will be a challenge.

On the other hand, it also depends on how streamlined our internal processes are. The easier it is to close a ticket or escalate an issue, the faster we can resolve a request.

That’s why it’s important to consider whether the software we use to help customers is helping or hindering us. If we want to improve this KPI, here are six key features that can’t be overlooked:

1. AI TO QUALIFY INTENT

The first step is to ensure that agents know the customer’s needs before the call begins. The IVR (Interactive Voice Response) menus we use to qualify intent don’t provide deep insight into the reason for the call, nor do they fully inform the agent of the information gathered.

Therefore, one of the current uses of AI for contact centres is to improve information gathering. This technology not only summarises the reason for the call or chat with complete accuracy, but also analyses the customer’s emotions and provides a detailed summary of the call or chat once it’s finished.

2. CALL AND CHAT ROUTING SYSTEM

The second step is to ensure that we have a system that connects customers to the best available agent.

Imagine a customer with a complex technical issue being automatically routed to the most technically skilled agent, while simpler queries are routed to junior agents.

Automatic Call Distribution (ACD) tools allow us to set parameters, such as an agent’s skills, that are taken into account when routing a call.

However, ACD cannot be used in digital channels such as WhatsApp. That’s why many contact centres are opting for an AI-based model for advanced transfers.

For example, AI allows us to configure agents’ skills and take into account the last agent the customer interacted with, routing the chat or call to the same agent where possible.

3. INTEGRATION WITH AI AND CUSTOMER MANAGEMENT PROGRAMMES

The third key point is to give agents instant access to all the information they need about the customer they’re serving.

On the one hand, we’ll need to integrate AI with customer service software so that the bot that qualifies the customer’s intent can send agents a summary and transcript of the previous conversation with the customer.

On the other hand, we’ll also need to integrate voice with the CRM, ERP or ticketing tool so that when the agent receives the call, the customer’s profile is automatically opened, showing their interaction history and any open cases.

4. INTERNAL CHAT FOR SUPPORT AGENTS

Resolving more than 80% of queries in the first interaction used to be impossible because it required all agents to have the same level of knowledge – until the arrival of artificial intelligence.

Just as we use ChatGPT personally to resolve questions, we can create a private ChatGPT that is fed by internal company knowledge (manuals, procedures, tips, etc.).

By enabling an internal chat with generative AI, agents can resolve queries that would otherwise need to be escalated to an expert or supervisor.

5. MONITOR FCR IN REAL TIME

You can’t improve what you don’t measure. That’s why it’s essential to have a dashboard within your customer service software that tracks this KPI in real time, both at an individual and team level.

With charts that update this metric on a second-by-second basis, we can quickly identify which processes are failing or which queries are more difficult to resolve on the first call.

6. SEND SATISFACTION SURVEYS

Listening to customer feedback is essential to improving FCR. Regular CSAT and NPS (Net Promoter Score) surveys allow us to identify problems from an external perspective.

That’s why our customer service software should allow us to send surveys whenever we want and review the results afterwards.

Customer feedback will help us identify specific areas of friction and address them before they escalate into major problems.

FINAL THOUGHTS

As we’ve discussed, there are many factors involved in improving first-time resolution. But it all starts with using the right technology.

Omnichannel Contact Centre, our customer service software, is already integrated with EVA, our virtual assistant, to help agents access more information and give supervisors better insight into the data.

LET US HELP YOU IMPROVE YOUR FCR

La entrada 6 customer service software features to help you improve FCR se publicó primero en Enreach ES.

As they’ve shared on social media, the evening will be full of surprises, which we can’t reveal in full just yet (stay tuned!), but we want our loyal readers to be the first to get a glimpse of some exclusive details.

The celebration will bring together around 150 guests, including members and event sponsors. Representing Enreach will be Alfred Nesweda, our CEO, Carlos Jiménez, our CCO and Luís A. González, our Head of CCaaS Sales.

The event will take place at WPP La Matriz, a campus that has established itself as Madrid’s creative hub. With an impressive 35,000 square metres of space, it’s the perfect setting to gather leading contact centre professionals.

Among the attendees, we are delighted to highlight the presence of two industry giants, Emergia and Intelcia, partners who will undoubtedly make this an event to remember.

Of course, the evening will be a first class culinary experience. There will be no shortage of tasting stands and, of course, the Mojito Corner, sponsored by Enreach… which promises to be the life of the party!

We’d like to thank the entire CEX Association team for this fantastic opportunity, with special mention to Iñigo Arribalzaga, the association’s president, Ana Buxó, its secretary general, and Montse Bonastre, its communications manager.

Stay tuned to our social media to make sure you don’t miss a moment of this magical evening!

La entrada Celebrating the 35th anniversary of the Asociación CEX se publicó primero en Enreach ES.

The contact centre industry faces a significant challenge: how to train new agents quickly and effectively so that they can deliver quality service from day one. 

Typically, the training period is very short, and agents begin handling customer interactions without fully understanding all the concepts, often relying heavily on the constant supervision of a colleague or supervisor. 

The cost of a key team member taking time out of their day to help a new colleague is quite high. However, Artificial Intelligence for contact centres can take on this role and even tailor the process to each individual. 

Here are three use cases for automating the training and support of new agents: 

1. CREATE A BOT TO TRACK PROGRESS

By breaking down all the documentation that agents need to learn into different sections, we can create a bot that scores them once they’ve completed each module. By shortening the training time, agents are less likely to forget what they’ve learned. 

At this stage, the AI doesn’t just act as an examiner; it can also identify the format in which the agent learns best and personalise the learning process, for example by providing more video rather than text. 

2. CREATE A BOT FOR INTERACTIVE SIMULATIONS

Once new agents have read all the documentation, we can develop a bot with a simulator to allow them to practice real cases in a controlled environment. 

By feeding the bot historical call data from the contact centre, it can mimic a real customer and challenge the agent. 

After each simulation, the AI can also provide real-time feedback and even generate a report for the supervisor, ensuring they are kept informed of the agent’s progress.

3. CREATE A BOT FOR REAL-TIME GUIDANCE

When the agent starts handling real customer interactions, we can implement a bot to monitor their responses during calls. If they make a mistake, the bot can immediately suggest the correct response. 

In this scenario, AI acts as a support tool for all agents, but for newcomers it provides an extra layer of confidence, taking the pressure off them to deliver a great customer experience. 

AI IN THE CONTACT CENTRE IS NOT HERE TO REPLACE AGENTS

The foundation of customer service is people, and that should never be lost. In an ideal world, we would have the resources for the best agents to personally mentor new recruits, but this isn’t always possible. 

At first glance, having a bot accompany new team members may seem impersonal, but it’s actually quite the opposite. By involving agents and supervisors in the creation of the bot, we can give the AI a human touch, using the same tone that a colleague would. 

READY TO TRANSFORM YOUR AGENT TRAINING PROCESS?

La entrada 3 AI automations for agent training se publicó primero en Enreach ES.

Using a product or service less frequently, not purchasing additional services in the future, and speaking negatively about the brand are all consequences of a poor customer service experience.

A recent Gartner report on the behaviour of new generations warns the industry that now, more than ever, it needs to invest in improving the customer experience (CX).

Fortunately, contact centre professionals are taking the demands of new consumers very seriously, and 86% of customer service leaders will prioritise improving the customer experience in 2024.

“86% of customer service leaders will prioritise improving the customer experience in 2024”.

– Gartner

The question many are now asking is: how do we improve the customer experience? In this post, we’ll outline five processes that need immediate improvement, whether it’s configuring features in contact centre software or integrating artificial intelligence tools for customer service.

1. POOR SOUND QUALITY AND DROPPED CALLS

Customer service is the visible face of the brand; even when dealing with a BPO, consumers believe they are speaking directly to the company. We cannot afford poor sound quality.

Hearing background noise and not understanding what the agent is saying can be extremely frustrating, as can dropping the call halfway through due to poor call quality.

Having noise-cancelling microphones so the customer can’t hear what’s happening around the agent is essential, as is having customer service software with the right features.

Providers that develop their own contact centre software (CCaaS) and are also telecom operators offer all-in-one solutions that simplify operations and administrative management.

2. LONG WAITING TIMES

According to Spanish news channel La Sexta, insurance companies take between 6 and 36 minutes to answer a call, while energy companies take an average of 16 minutes.

Waiting in a queue for an eternity is a universal frustration that inevitably makes us think “we are off to a bad start”. Being put on hold for more than ten minutes in an emergency is undoubtedly very damaging to CX.

The forthcoming Spanish customer service law, which will require customers to be dealt with within three minutes, is about to be passed. To avoid fines of up to €100,000 and not ruin our customers’ experience, there are three solutions we can apply:

1. Integrate a bot that allows users to hang up without losing their place in the queue and receive a callback when they reach the top position. This bot is quick to implement and gets to the root of the problem.
2. Automate the handling of frequently asked questions with an AI bot that can qualify the user’s intent, resolve their query, and reserve agents for more complex inquiries.
3. Enable new customer service channels to reduce call volumes. Millennials and Generation Z, the digital savvy, prefer to interact via their preferred platforms, such as web chat or WhatsApp.

3. REPEATING THE REASON FOR THE CALL

Being passed from one agent to another and having to repeat the problem is frustrating. If the customer does not have a ticket number or is not connected to an expert on the first call, they will inevitably have to repeat the reason for their call.

To avoid this, we can:

1. Implement a skills-based routing system that recognises the user’s need and directs them to the right department.
2. Use artificial intelligence to identify the customer, review their call history, and connect them with the agent they spoke to previously.

Integrating customer service software with a customer management programme (CRM or ERP) allows agents to have customer information with every call, enabling a more personalised experience.

4. DROPPED CALLS DUE TO QUEUE OVERLOAD

Another major frustration when contacting customer service is when the call is dropped because the queue has run out of time.

Therefore, in the configuration of the customer service software, we need to change the rule that causes this to happen.

Alternatively, we can place users in another queue when the current one is about to overflow or, as mentioned in the second point, use callback bots and automate responses to common call reasons.

5. AUTOMATED RESPONSES THAT END THE CALL

At the pinnacle of the worst customer experience are automated systems that do not provide personalised attention. We’re talking about IVR systems that ask users to press numbers on a keypad and play only prerecorded messages without transferring the call to an agent.

The aforementioned Spanish customer service law also prohibits the exclusive use of these systems, penalising companies that do not provide accessible and human customer service.

If we receive a high volume of calls and/or have a small team of agents, we can leverage personalised service with artificial intelligence that automates responses to simple queries.

Unlike automated responders, AI bots can provide the same level of service as an agent, but only for queries that do not require emotional intelligence, such as sending an invoice, explaining the return process or resolving an issue outlined in a manual.

DOES YOUR CONTACT CENTRE SOFTWARE ALLOW YOU TO OPTIMISE THESE PROCESSES?

Discover how Omnichannel Contact Center features are designed to improve your customers’ experience, and how it uses artificial intelligence to reduce waiting times and assist your agents.

La entrada Top customer frustrations when calling customer service se publicó primero en Enreach ES.