In fact, how do companies use automation? Is it just a tool to reduce wage costs? Demonstration with the case of call centers.
A survey by the Institute of Customer Relations (2016) shows that only 7% of French people are very satisfied with the quality of customer relations in companies and the public sector, all services combined. And Nuance, a global speech recognition specialist, reports that only 6% of respondents in Europe want to be put in touch with a physical interlocutor. The vast majority of them are primarily concerned with the quality of service, whether robotic or human.
In France, consumers remain suspicious of call centers. Problem of profiles, of culture: the French are tired of the services relocated clients, offering a quality of service that leaves to be desired. And the performance level, the facts are clear.
A tele-prospector working in predictive mode (optimization of the telephone dialing time, no waiting for the call) calls between 300 and 350 calls a day at best. Its cost is 1,600 Euros gross monthly salary in France.
The cost price of a contact card amounts to 7.50 euros.
This is where Voice SMS can play a leading role. This tool has all the assets to refocus agent activity and reduce costs, without replacing the human.
What Is Voice SMS?
The Vocal SMS is the sending of a pre-recorded voice message to a mobile or fixed-line. The recipient is automatically contacted specifying the sender, and if the phone is not compatible, the message is then read by a PLC.
The Voice SMS is a quick way to send a short message that can be read and consulted at the convenience of the user. In many situations, it is easier to use than SMS text: no need for keys or manipulation of a narrow keyboard and less ergonomic, the voice is enough to initiate an interaction.
The SMS Vocal is ideal for conducting an investigation, confirming an appointment, directing the prospect to another menu or a pre-selected extension, or conducting a large-scale commercial campaign in record time. It can also be used to contact your employees, make event announcements, send alerts (weather, pollution, order tracking …), messages of congratulations or welcome, remember important dates on the agenda, etc. It can hold up to 10,000 characters, as opposed to 160 characters for text, which is about 50 times more.
In addition, it is an audio message: a synthetic or pre-recorded voice plays the content to your correspondent. The text message becomes a real telephone message, compatible with fixed phones and mobiles when an SMS text is limited to mobile lines. Lastly, it also allows a more direct relationship between your prospects and your services via a linking service at the end of the message such as “you want to be put in contact with our services
Type 1, Or please hang up
Automation with Voice SMS gives, in terms of costs, incomparable results. A calling machine that broadcasts a pre-recorded message of a few seconds can generate outgoing calls at speeds of up to 70,000 calls per hour.
The speed is not limited but depends on the number of servers available.
The price comes down to that of a simple phone call, or a few cents of the call.
By integrating voice SMS into customer service strategies, organizations can better manage and control their outbound communications. Simply because SMS is a practical and inexpensive tool for sending targeted information to a large number of customers simultaneously.
Introducing a voice SMS service into a call center can significantly reduce workloads and operational costs on low value-added items.
As brands increasingly focus on this added value, as well as on the quality of long-term customer relationships, call centers will be able to use voice SMS to gain competence and stay in the running. From simple performers, they will have the opportunity to become true brand ambassadors and will have a strategic role in the success of their customers.
The automation of some key services will ultimately serve to increase the number of calls processed while improving the quality of service
Some Tips for Choosing Your Voice SMS Marketing Provider:
– Pay attention to the legislation! Ask what tools are used to meet the legal requirements (option to unsubscribe, obtaining explicit consent, setting up a list of no more to be recalled …).
– Check for different types of messages. The transfer/voicemail option will allow you to gauge your results the same day, while the transfer less / mailbox option will not generate an immediate response. It is more appropriate for ads or promotional messages.
– Is the delivery of an alternative message possible? To reach the maximum number of customers, a “Sorry, we missed you” message can play a significant role in your favor.
– What are the possibilities for your interactive campaigns (using the keyboard or the voice to answer)?
The automation of services, especially via voice SMS, is far from representing the dehumanization of work. On the contrary, these new technologies are able to make the user/company relationship closer and more personal and will contribute to the development of new sectors and jobs focused on quality rather than quantity. This new approach will allow 3- to combine cost reduction, increased customer satisfaction, and the development of better-qualified jobs.
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