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1 Sign Up Buy Numbers Add Agents How to Create a Call Center in 5 Minutes with Talkdesk Configure Routing Make Calls

2 How to Create a Call Center in 5 Minutes with Talkdesk Table of Contents Introduction Call Center Options What You ll Need Creating Your Call Center in 5 Minutes Phone Support Best Practices Conclusion

3 Introduction In today s real-time economy, effective phone-based customer support can be the differentiating factor between a company that succeeds and one that doesn t. Customers have shown a clear preference for receiving support over the phone, particularly in cases in which they are dealing with an urgent or complex issue. Companies are similarly inclined to connect with their customers via phone rather than over other channels because telephone interaction facilitates a more personal connection and positively influences critical KPIs such as conversion and retention rates. Now more than ever, customers expect immediate answers to their questions and the phone is the tool to help customer support teams do just that.

4 Call Center Options: On-Premise vs. Cloud-Based vs. Business Phone Call Center Options: On-Premise vs. Cloud-Based vs. Business Phone Providing phone support does not always start with purchasing phones. Let s take a look at what tools teams are using to optimize their phone support efforts. Today, an increasing number of companies are selecting cloud-based and browser-based call center software solutions over their on-premise counterparts and business phones. On the next page is a chart that explains why.

5 Call Center Options: On-Premise vs. Cloud-Based vs. Business Phone On-Premise Solutions Cloud- and Browser-based Business Phones Implementation time frame Up to six months Five minutes One month Implementation Difficult, expensive and lengthy Quick, easy and no additional costs Moderately difficult and costly Integrations with business tools Cumbersome and limited to a few integrations One-click, many options for integrations and robust functionality No Uptime Dependant upon Reliable Reliable your ability to manage in-house Upkeep Requires dedicated Managed by the Requires dedicated in-house IT staff service provider in-house IT staff Scalable Possible, but difficult Quick and simple Possible, but difficult and expensive and expensive Cost $$$$ $$ $

6 What You ll Need Does browser-based call center software sound like something your team could benefit from? Let us show you how simple it is to deploy a browser-based call center software solution. So simple, in fact, that many teams are fully functional in minutes. What You ll Need Before you can create your call center, you will need the proper equipment. With browser-based call center software, it s as easy as one, two, three. Computer with a browser (i.e., Google Chrome) and microphone Internet (LAN or WiFi) Headphones (wired headsets with 3.5mm jack typically work best) Now that you have everything you need, let s walk through the setup process.

7 Creating Your Call Center in 5 Minutes with Talkdesk Creating Your Call Center in 5 Minutes with Talkdesk Talkdesk is browser-based call center software that is so simple to deploy, you can create your entire call center in five minutes. There is no coding, no downloads and no hardware required. Configuring your settings is as simple as clicking a few buttons. Once configured, you can start to make and receive calls immediately. Below are step-by-step instructions to create your call center in five minutes with Talkdesk. Minute 1: Sign in Once you have access to the free trial, the first minute will be spent turning on your computer, opening your browser and signing in to your new account. Minute 2: Purchase a phone number Once you sign in, your Talkdesk account will be credited with $5 for the purpose of purchasing your complimentary phone number. Simply click on the link to purchase a new number, select the country, area code and phone number type and click Search for Numbers. Then click Buy next to your desired phone number and you re set!

8 Creating Your Call Center in 5 Minutes with Talkdesk Minute 3: Add agents to your account Next, you ll want to make sure your entire team has access to your new call center software. To do this, click the Add Agents link and add in their name and . They will receive a link in their to join your account. Minute 4: Configure your call routing and IVR Once you add your agents, assign them to a ring group so they only field calls that they are trained to handle. Then, configure your Interactive Voice Response (IVR) system by selecting options from the dropdown menu and using the text-tospeech function to create prompts. Minute 5: Make a call At this point, you are finished setting up your account. In the last minute it might be helpful to explore some functionality. Place a phone call to a colleague to see how easy it is to call in the browser. If you have a few extra seconds, select a disposition code and add a note to the call log. Extra Time? Explore integrations Checking out the business tools integrations is a great way to spend a few extra seconds. You can integrate your Salesforce, Zendesk, LiveChat, Shopify (and many others) accounts with one click and configure automated workflows in under a minute. This tab is also where you will find our notifications - a great tool to keep your entire team informed. And there you have it, folks! Your very own call center, up and running in less than five minutes!

9 Phone Support Best Practices Phone Support Best Practices Now that you have your new call center software, we thought we would provide you with a few phone support best practices so that you can hit the ground running. 1. Hand pick your employees Providing top notch customer support starts with hiring the best team. When your agents are well-educated and experienced, they will be more effective at meeting the needs of your customers. 2. Train your team well Providing amazing customer support doesn t end with hiring the best team. You must also make sure that they are welltrained. This includes making sure that they fully understand your policies and procedures, are proficient with using all of your business tools, are acculturated to your team and are proficient with handling many different customer support scenarios. They should learn proper phone customer support etiquette, how to handle difficult customers, how to establish a relationship with the customer and how to most effectively meet the needs of each customer.

10 Phone Support Best Practices 3. Be available Providing excellent support means being available for your customers when they need it the most. This could mean providing 24/7/365 support, ensuring that you have enough support engineers and customer service representatives to meet the demands of your customers and making sure that you have the technology necessary to answer all of their questions. This may require employing a global team of support agents (so that they can easily provide around the clock service) or allowing your local agents the opportunity to work flexible shifts. Whatever your strategy, you should ensure that your team is fully staffed and prepared to meet the support demands of your customers every hour of every day. 4. Be timely The number-one request of customers when they call customer support is to have their problems solved quickly. The more capable your support team, the more effective they will be at answering support requests in a timely manner and the more satisfied your customers will be. Answering support requests quickly and sufficiently should be the overarching goal of any support team.

11 Phone Support Best Practices 5. Give a direct line When a customer needs to call your company back, allow your support agents to give them a direct line. This will save them valuable time and reduce frustration as they won t have to enter IVR prompts, wait in a queue or talk with an unfamiliar agent. 6. Be proactive When a customer has complained over chat, sent an unhappy or has given survey feedback that s/he is dissatisfied, have your agents request to speak with them over the phone. Making the effort to reach out and establish a personal connection shows that you care about him/her as a customer. An added bonus is that calling a customer over the phone will help to expedite and enhance the problem solving process. Additionally, when a customer hasn t reached out recently, don t assume that no news is good news. Make a personal call to see if there is anything that your team can do to help meet and exceed their expectations.

12 Phone Support Best Practices 7. Set appropriate expectations While your agents are discussing an issue with a customer, they should let the customer know when they can expect it to be fully resolved (i.e. I m looking into this right now and it should only be a few minutes before it is fixed, I am submitting a support request to our engineers and it should be resolved by the end of the day ). If your team has not met the expected deadline, follow up with the customer to let them know why and give them their new ETA. When you appropriately manage expectations, customers feel attended to and informed. 8. Follow up With each customer support request, particularly those that were complex, your agents should follow up with the customer. When doing so, they should ask to make sure the problem was adequately resolved, make sure that there are no remaining issues and allow the customer the opportunity to ask questions. When new issues arise with your product, taking the time to make sure everything is running smoothly and proactively fixing any issues can go a long way to keeping your customers happy and loyal.

13 Phone Support Best Practices 9. Refer issues up the chain of command when necessary Some issues may seem simple, but once your agents dig deeper, they find that they are in over their heads. As soon as they realize an issue is beyond their domain of expertise, they should think about whom on your team might be most capable of solving it. After letting the customer know they are unable to solve their issue, your agent can explain that another team member is better trained to solve the problem and transfer the call accordingly. Customers will appreciate the honestly. The call center agent should be sure to make the transition smooth and track the customer s interactions to make sure that their issue is sufficiently resolved. 10. When in doubt, ask for help When one of your agents is truly stuck and doesn t know what to do, they should contact a manager or a more senior customer service representative immediately. They should have the capabilities to chat with them while they are still on the phone with the customer, conference them in on the call, or be coached throughout the call without the customer knowing. This will help to expedite the problem solving process and enhance first call resolution.

14 Phone Support Best Practices 11. Track performance You should always have an understanding of how your team is performing. To do this, you must measure KPIs such as average handle time, service level, average speed of answer, etc. You should also track first call resolution to make sure that your representatives are sufficiently answering their customer s questions the first time, without having to transfer the caller to another department. Tracking these metrics will go a long way in ensuring that your agents are performing optimally. 12. Monitor and coach In addition to tracking performance metrics, your call center managers should also monitor calls for quality assurance, and coach call center agents when necessary. They should listen in on live calls without the agent or customer knowing, give advice to the agent without the customer hearing and join a conference call. This makes it simple to provide amazing customer support in the most efficient means possible.

15 Phone Support Best Practices 13. Gain customer insight In addition to measuring KPIs, you should also have procedures in place to survey the customers about your support process. Whether it is asking them to complete a survey after the call has finished, sending a follow up with a survey, having each representative ask the customer how the process has been so far, or a combination of the three, you must make sure there is a clear and practical process in place. Another good rule is to always follow up with your most upset customers as well as customers who have just tried to cancel your service. In the words of Bill Gates, Your most unhappy customers are your greatest source of learning. Conclusion Offering phone-based customer support can be the competitive advantage that most companies need in order to succeed. It can help them acquire more customers and increase customer satisfaction, loyalty and revenue. So go ahead, optimize your phone-based customer support with browser-based call center software and watch as your metrics skyrocket!

16 About Talkdesk About Talkdesk Talkdesk is easy-to-use, browser-based call center software that helps businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real-time, personalized conversations with customers, without hardware, coding or downloads. With Talkdesk, companies can set up a call center in minutes with in-browser access to robust call center functionality including IVR, skills-based routing, call conferencing and comprehensive reporting. Customer data is easily accessible through integrations with top business tools and CRM applications, such as Salesforce, Desk.com and Zendesk, so agents don t have to wade through multiple systems. Click the button below to try Talkdesk free for 14 days. For more information, visit TRY TALKDESK FOR FREE

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