7 Call Center Innovative Ideas to Boost Your Competitive Edge

Are you searching for ways to attract clients to your virtual call center? You’re certainly not alone. Many businesses are shifting to virtual call centers to tap into their numerous benefits. 

However, attracting clients can pose a challenge without strategically approaching it.

When securing clients for your virtual call center, you can implement several proven strategies to kickstart your business and ensure its success with Call Center Innovative Ideas.

These strategies are designed to draw clients, including those needing BPO and call center services, to your doorstep.

Yet, the real test lies in determining which strategy aligns best with your ideal clients and business objectives. So, how exactly can you attract clients to your virtual call center, and what strategies have been proven to be effective?

In this article, we’ll delve into seven tried-and-tested strategies for acquiring clients for call centers, along with indicators that companies seek to outsource BPO/call center functions.

But before we dive into that, let’s first explore the basics of virtual call centers.

What factors affect call center efficiency?

Well, there’s a whole bunch of factors that can really shake things up in the call center world. Here are some usual suspects:

• Poor teamwork: When agents aren’t on the same page, tackling tough customer issues can feel like navigating a maze blindfolded.
• Turnover turmoil: Too many new faces coming and going can throw off the vibe, leaving the team feeling on a rollercoaster ride.
• Ancient tools: Using outdated tools is like trying to build a skyscraper with a hammer and nails – it ain’t gonna cut it.

Fixing these issues can give your call center performance a serious boost. But hold onto your seats because we’re about to dive into the top tactics that’ll kick things up a notch.

Top 10 proven Strategies you can implement 

Focus on tools that optimize agent performance

Back then, IT was all about cramming everything into one big system – the old legacy style. But now, with cloud tech on the rise and all these new apps and channels popping up, things are changing. The top IT teams are split into two: one team hones in on stability, security, and infrastructure, while the other team focuses on applications.

The apps will help you create and introduce tools that sit right on the agent’s desktop, bridging the gap between different data points and the agents themselves. These tools serve up crucial info by linking to various business data sites.

So, what’s the deal with all this?

Well, it means agents can move faster and be more flexible, but it also adds a layer of complexity. The key is to really understand what your agents need – what’s working for them and what’s not – so they can ace the customer experience.

Here are some smart strategies to boost your agent’s decision-making abilities:

• Simplify call agent tools to cut down on complexity
• Make sure agents can easily access the info they need to help customers
• Listen to your agents with surveys to see how you can make their job better

Invest in employee monitoring software

Consider investing in employee monitoring software like Flowace to promote responsible behavior and accountability among your call center staff. This software helps prevent inappropriate web or app usage within the call center network and keeps agents alert by monitoring their activities to prevent errors or misconduct.

With Flowace, managers can easily access employee records and track their behavior, facilitating effective communication between management and staff.

One of the main benefits of employee monitoring software is its ability to help your call center employees manage their time effectively. It ensures they’re performing their tasks correctly and efficiently while also allowing you to monitor each employee’s workload. 

This helps optimize resource allocation and prevent unnecessary expenses on overtime or hiring additional staff.

With that being said, some of the features of an employee monitoring software provides are:

Real-time activity tracking

With employee monitoring software, you can keep tabs on your team’s activities in real time, even when they’re working remotely. This helps identify bottlenecks and manage tasks more effectively.

Practical project & resource planning

The software provides valuable data for project planning, helping you allocate resources efficiently and estimate project timelines accurately.

Data-driven decision making

When you analyze the performance data collected by the software, you can make informed decisions about your team’s productivity and performance trends.

Encouraging responsibility

Knowing they’re being monitored, employees tend to be more conscientious about their work hours and productivity, leading to increased accountability.

Boosting productivity

The software helps employees focus on their tasks and improves productivity and efficiency.

Increasing ROI

Enhanced employee engagement and productivity result in better business performance and long-term profitability, making the investment in tracking software worthwhile.

Revamp your micromanaging

Nobody enjoys being micromanaged, but in the industry of call center management, a bit of micromanagement can actually be a good thing.

However, it’s not about breathing down your agents’ necks. Instead, you need to closely manage the intricate details of your call center operations – we like to call it “Majoring in the Minors.”

While “macro” focuses on the big picture, “micro” zeroes in on the nitty-gritty. In a call center, this means overseeing countless conversations and handling day-to-day tasks precisely.

It ensures that agents consistently deliver personalized customer interactions while maintaining a unified message. 

Launch a referral program

As a seasoned contact center CXO (chief experience officer), you have a valuable asset at your fingertips: your existing clients and business partners. Reach out to them and ask for referrals to other local businesses within their industry.

While you could simply ask for referrals on an ad-hoc basis, if you’re truly committed to expanding your small business, establishing a formal referral program is worth investing the time. 

This program allows you to streamline the referral process, offer incentives to clients for recommending your services, and keep track of the results on the go.

Networking at in-person events

Networking at in-person events can be a game-changer, whether you’re a newcomer or a seasoned pro in the contact center industry. Here’s how you can make the most of it:

First off, consider your event strategy. You’ve got two main options:

• Hit up contact center industry events: These big-ticket gatherings, like the Call and Contact Center Expo, are goldmines for industry insights and connections. Rub shoulders with experts, scope out new software, and chat with fellow professionals. While you might bump into some potential partners, keep in mind that there’ll also be competitors in the mix.
• Clients’ industry events: Want to get in touch with potential clients? Scope out events tailored to their specific industries. These gatherings often have less competition and more chances to strike up meaningful conversations. Whether you manage inbound calls for retail or outbound calls for development agencies, do your homework and find out where your target clients hang out. 

Conduct competitive analysis

If you’re running a call center, staying in the loop about what your competitors are up to is key to staying ahead. After all, if you’re not aware of their moves, how can you adjust your own strategies to stay ahead?

That’s where competitive intelligence comes into play. You need to gather intel on your competitors and use it to up your strategy. It’s a vital part of any call center manager’s toolkit and can give you the edge you need to make your call center shine.

Sure, setting up a competitive intelligence system can be a bit of a hassle, but trust us, it’s worth it. Here are a few pointers to help you get started:

• Figure out who your direct and indirect competitors are, especially those offering similar services.
• Set up a data-gathering system by keeping an eye on social media, doing some good old-fashioned research, or even attending industry events.
• Use tools like AI scraping to streamline the data collection process. This way, you can gather competitor pricing info without breaking a sweat.

Start email campaigns

Email campaigns will promote your cloud-based call center. They spread the word, boost your brand’s visibility, and drum up leads. But here’s the kicker: how many prospects are you actually reaching in a day?

If you’re stuck sending emails manually, you’re limiting your reach and missing out on potential conversions. That’s where email automation swoops in to save the day.

With automation tools, you can send hundreds of emails effortlessly, maximizing your chances of landing new clients. So, why break a sweat when you can automate and elevate your email?

The best way to supercharge your BPO call center

Now is the time to implement all these strategies. However, measuring the productivity of your employees is necessary for these strategies to be fruitful and give you the desired results.

This is where Flowace comes in to help you boost your BPO call center productivity by up to 31%.

Interested to know how?

Get on a call with us to learn more!