Integrating Call Centres with Digital Leads
Dedicated rural call centre work for one business only. Dedicated agents are trained specifically to provide service for your business, incorporating your branding and image into the service they provide. With a dedicated rural agent, your company essentially has its own customer service representatives. While many large businesses use dedicated call centre agents to handle high volumes of calls, more small businesses are beginning to use this option to their advantage. The customers are handled through calling and different channels such as social media and WhatsApp or SMS campaigns. The requests and messages are directly replied and treated with. The integration of call centre with the digital platform will create a 360 degree approach of capturing leads via all digital, outdoor and call centre channels. All the leads captured and engaged by the digital platforms are transferred to the call centres for further filtration and these filtered leads will either be converted through call centres only or will be transferred to the field staff. The call centre handles the language-wise leads and the human touch at the closing of the lead will create a lot of satisfaction at the customer level. Even the retailer could be involved in the sale. Digital platforms are a viable marketing tool and can be used to increase customer loyalty because it allows businesses to communicate directly with their customers via purchases, ads, promotions and notifications sent to customers via the digital platform. These four benefits of the digital platform demonstrates the importance of developing a 360 degree digital platform for your company. The most useful function is to build and cultivate customer loyalty. Platforms tend to be more accessible and interactive than a traditional website. Enhance your accessibility and reach. Make your brand more human and adding an emotional touch helps to build a database of new prospects or clients. Platforms allow for capturing more data than websites. Companies want the maximum data they can get about potential customer. This allows them to tailor the experience they provide to the customer so that he spends more time with the platform and are more likely to use some of the more obscure features.
We can’t improve what we can’t measure. The measurement and then the processing followed by analysis is the most important part of any marketing activity. Today with large number of customers and stiff competition, data analysis with a human workforce could be a challenge. An essential component of ensuring data integrity is the accurate and appropriate analysis of research findings. Data Analysis using AI is the process of systematically applying statistical and/or logical techniques to describe and illustrate, condense and recap and evaluate data. The process of data analysis uses analytical and logical reasoning to gain information from the data. Data analysis has two prominent methods: qualitative research and quantitative research. Each method has their own techniques. Interviews and observations are forms of qualitative research, while experiments and surveys are quantitative research. The main purpose of data analysis is to find meaning in data so that the derived knowledge can be used to make informed decisions. Data collection and analysis tools are defined as a series of charts, maps and diagrams designed to collect, interpret and present data for a wide range of applications and industries.
The data analysis in the case of marketing is first capturing data automatically as mentioned earlier. The captured data is filtered and then converted into leads. These conversions help us to calculate ROI. The marketer’s challenge would always be to improve that ROI. So to improve that, data analysis needs to be done. Data analysis clearly illustrates about which campaigns have given better ROIs than the other campaigns. The optimum usage of budgets and creating maximum ROI is the basic aim for data analysis. With the help of AI tools, the analysis could be much more effective and accurate.
Blog taken from Book " Rural Market Unleashed " available on Amazon.in