Elevating Multi-Channel Engagement Practices – Part 3: Detailed and Accurate Reporting

Elevating Multi-Channel Engagement Practices – Part 3: Detailed and Accurate Reporting

In the final part of CIA Omnigage’s thought leadership series on how firms can elevate multi-channel customer engagement, we’ll examine the importance of detailed and accurate reporting for improved data management and client engagement. As firms adjust to new working arrangements beyond the COVID-19 pandemic, instituting a system with strong, resilient data solutions with robust capabilities will be essential. 

Data-Driven Insights & Integrity

Customers put their trust in technology providers to keep their information safe and have the ability to gain actionable insights from their data. Unless processed and presented in a succinct and streamlined way for both firms and customers, raw data is ineffective. When using a multi-channel communications platform like Omnigage, users are able to easily connect data silos and move between multiple CRMs, all while keeping information secure.

Quantifiable data not only creates more opportunities for the customer and service provider, but it helps improve automation in client communications. With comprehensive, accurate reporting, firms are able to turn intel into action and proactively address customer needs.

Customization is King 

Workflow efficiency creates more room to customize and evolve client campaigns. With the ability to export data, filter on time and choose between different programming techniques, firms can take a more well-rounded and integrated approach to client relationship management. 

Customer satisfaction lies within the accuracy of data and information, and relying on countless spreadsheets and lists leaves little room for organization and customization. A system like Omnigage that can coordinate everything from messaging, data reporting, and user analytics – all under one umbrella – fosters a more personalized multi-channel engagement experience and provides greater transparency into how customer engagement can be enhanced further.

As firms adjust to what life looks like beyond the COVID-19 pandemic, instituting a multi-channel communications platform with strong, resilient data management solutions and robust capabilities will be essential. 

Accurate analytics and detailed data reporting for both clients and customers as regulations tighten can serve as high-level multi-channel communication tactics. These practices must be embraced to display better organization, data visualization and an even broader range of capabilities moving forward.

How Call Logging Can be Beneficial to your Business

How Call Logging Can be Beneficial to your Business

Why would you need the capability to use call logging software in your customer tracking? Call logging features contain important information, such as the phone number, the call time, and status of the call. In today’s business world call logging has become a key component that can improve your customer service experience and boost sales productivity. Call logging software allows you to view past interactions with a contact giving you the knowledge to have an intelligent conversation and proceed with the next steps, improving the agent/client relationship.

The new Omnigage multi-channel engagement platform can enable you to receive advanced reporting and have the ability to track inbound and outbound performance. Having the ability to view past calls is a game-changer for many types of businesses and can revolutionize the way people communicate. Omnigage also allows you to log emails and texts and can easily integrate into any CRM system.

Top Benefits of Call Logging

  • Tasks and reminders
  • Best call time
  • Efficiency
  • Effectiveness
  • Automation

Data and Reporting

One benefit of call logging is that it allows you to track valuable data about each of your agent’s inbound and outbound calls and determine how the agent engaged with that customer. As a result, this can help enhance your call center’s productivity and will give you the feedback you need to productively communicate with your clients.

Improved Customer Service

Another benefit of call logging is that it replaces the time-consuming effort of manual logging each call whether it’s for your sales team or contact center. This helps save time and money and allows your customer service team to concentrate on more calls. You can also track your team’s performance and see if there might be any room for improvement based on results.

If you would like to learn more about our engagement platform Omnigage and how it can help make your CRM more feature-rich please feel free to reach out to our sales team at sales@callcia.com.

Archiving and Documenting Conference Calls in a Regulated Environment

Archiving and Documenting Conference Calls in a Regulated Environment

Hosted conference calls, particularly large earnings calls, are important events for companies in every sector, and they allow callers to convey information to potentially thousands of people. However, some conference call services indirectly limit the way you can use these calls with the absence of digital transcripts and playback

Free conference call services do not typically provide transcripts or recordings after a conference call, but members of our teams will be happy to type a physical transcript of the conference call and make sure that everyone who happened to miss the conference call can still receive all the important information.

Transcription Services Benefits

This transcription service also allows a conference call to be much more than a typical live meeting. Organizations sometimes use our conference call service for smaller scale calls like brainstorming sessions between senior team members before deciding how to disseminate this information to the larger team not present on the call.   A transcript allows for careful editing so that only pertinent information is released to the larger group or external audience. Companies have the flexibility to send these transcripts to callers from within their own company or to outside companies to convey transparency and compliance, as well as for future reference in later projects,  These transcriptions can also be kept secure, so your company’s private information remains just that.

Digital Recording Benefits

Digital recordings add additional versatility to conference calling because the entire call can be shared later with the chosen audience or retrieved by participants for reference.   Having the option of transcription or digital recording provides an essential tool to organizations with premium conference calling needs.

Compliance Benefits Of Premium Conference Calling

Companies are regulated by many agencies and have strict documentation requirements that they must follow so that there is a detailed trail of all communications.  Client Instant Access has been a major asset to the largest Wall Street Banks and leading companies in Healthcare so that they meet the strict compliance requirements of their industries.  As a result, companies can have easy access to these calls via digital recordings and transcripts that they store in their archives.

Why The Largest Fortune 500 Companies Rely On Us

In a world where privacy and security is critical, it’s beneficial to have access to a reliable conference call center that is secure and robust. Many of the largest fortune 500 companies have come to rely on us to provide the highest level of service and quality for hosting large group conference calls, hosted earnings calls and hosted event calls that require maximum security and reliability.

How to Successfully Host a Large Audience Conference Call Event

How to Successfully Host a Large Audience Conference Call Event

Successfully hosting a large event conference call is critical for a large business in the financial industry. There is absolutely no margin for error when communicating important messages to a large audience. Smart communication administrators rely on premium conference call providers with a track record they trust as well as years of experience working with large Fortune 500 companies.

At CIA Omnigage we offer the tools you need to host a productive event conference call.  These premium conference call tools include:

Host Large Audiences Conference Calls with 1,000’s of Participants

Companies that manage calls with 1,000’s of participants and need to ensure the success of these large event conference calls. Our company handles 1,000s of large audience conference calls each year as a result of our exceptional quality, service, and security.

Dedicated Operator Assistance On Event Conference Call

A dedicated team of live operators who gather any required participant information and can also create a registration page where participants must enter any required information to receive a PIN that allows them to enter the call. The live operator’s assistance also ensures a secure environment since only authorized participants can enter the call.  With hundreds, or even thousands, of registered participants, earnings calls must be carefully managed to ensure all callers receive critical information, while also allowing for organized interactions. Live conference call operators carefully follow the provided custom instructions from the conference call host to manage the call flow and meet expectations.

Managed Q & A Sessions

A live operator can control access on a call so that they can mute and unmute participants to allow for organized communications and interaction.

Custom Introductions

Live conference call operators can read a custom introduction at the start of each call to convey the agenda for the event conference call.

Live Stats In Conference Call Participant Portal

The event conference call host will have access to a portal that provides a view of call participation in real-time.  The portal will show any participants who have entered the queue to ask a question.

Digital Recording and Playback

When your event conference call is complete, a call recording can be extremely valuable. It allows a company to have its own record of the event conference call for future reference.  But it also allows a company to provide access to participants who may have been late or not present during the call. Some organizations even publish and allow access to the public.

Event Conference Call Transcripts

Our experienced team can translate your event conference call after completion so that you have access to a typed document that is accurate. This portable transcript can save time and money by giving a company the flexibility to send that document to a selected audience. With your team all on the same page, it can prevent any future disagreements or conflicts.

Advanced Conference Call Sound Quality

Eliminating background noise during an event conference call is a critical goal for any organization. Our advanced digital technology provides crystal clear lines that have made us the choice of Fortune 500 companies.

Tips For A Successful Event Conference Call

Have a Plan Prior to the Conference Call

It is especially important to have a plan before a large event conference call. Sending out invites before a call can help everyone stay on the same page and know when to call into the conference. In addition, forwarding an agenda to all users can give everyone a sense of how to be prepared and also a time estimate of how long the call will be. With many registered participants, event calls must be carefully structured to make sure that all callers receive information and can collaborate efficiently.

Mute Your Conference Call Lines

It is very crucial to mute your lines during a large conference call. Most companies can agree that background noise during a conference call can lead to increased stress. As a result, work productivity can drop down heavily. With a live operator, only those chosen to speak will be authorized leading to fewer interruptions.

Hold Questions Until the End of the Conference Call

It is always beneficial to hold Q&A until the end of the event conference call so that you can stick to the planned agenda.  During the introduction speech, it is important to state to participants that there will be time for Q&A at the end of the conference call.

Large Fortune 500 companies host earnings conference calls and large event conference calls daily on our premium conference call platform.  Expectations for these event conference calls are extremely high and very few premium conferences calling providers are trusted.   CIA Omnigage has been The Provider of Choice on Wall Street for over 23 years.

Find Your Lost Customers – Proactive Communication Campaigns Using A CRM Dialer

Find Your Lost Customers – Proactive Communication Campaigns Using A CRM Dialer

Get Proactive: connect with clients, motivate your team and build revenue with a web-based dialer application

It is a common dilemma: how does a company reach out to customers that have fallen off the radar, either because of expired billing information, lapsed renewals, or any number of factors that conspire to disengage them? Customer retention is a problem that plagues companies across industries, in firms big and small, and is especially prevalent in our subscription-based economy. Improving retention requires outreach, rep motivation, and a robust response rate. Often, companies rely on email reminders to find and re-engage their lost customers. And yet, with a click of a mouse or a swipe of a screen, an email is likely to be deleted and unread, with no means of tracking the receipt or verifying the accuracy of the address.

There’s a better solution. To truly retain customers, companies must abandon their passive approach and embrace a proactive method that is data-driven and designed for maximum customer contact. A web-based dialer application that is proactive is the superior solution: it is cost-effective, provides instant feedback, and can be used to incentivize a customer service team to transform into a customer search and rescue party.

Web-based CRM  Dialer applications, such as CIA’s Integrated CRM Dialer, are proactive because they engage customers in personalized contact and meaningful outreach. A CRM Dialer efficiency allows a team to quickly and easily call and communicate with large numbers of customers at minimal expense. It integrates in-depth reporting data and real-time feedback. A CRM Dialer also offers a “voice drop” feature, enabling users to record a voicemail message prior to beginning their call session. Each time a user reaches a contact’s voicemail they can “drop” the pre-recorded message into the contact’s voice mailbox and proceed to their next call.

Using a CRM Dialer, a proactive communication campaign can be mounted that motivates customer service representatives to re-engage lost customers and build retention. First, managers can mandate a specific number of calls per month per representative. Second, if an employee exceeds the mandated number of calls he/she would receive a small commission. Third, an additional commission would be given for amassing a certain number of minutes engaged with customers. And finally, a more generous commission can be paid on any revenues gained as a result of their calls. CIA’s Integrated CRM Dialer application provides all the data required by management to effectively monitor this type of incentive campaign. It provides real-time feedback, including information on the calls made, the call result, and total time connected.

The end result of this search and rescue campaign? More customers found, more customers re-engaged, more customers retained and, of course, more customers adding revenue to your bottom line.

For more information on CIA’s Integrated CRM Dialer application, visit www.callcia.com or call (973) 439-0088.