The level of expectation of the brands that consumers purchase is incredibly high, particularly in the aspect of customer service. In this new age, where everything seems immediate (it takes just as much time to find information or have a package delivered to your house on the same day you ordered it), people demand fast and efficient service when they call their customer service.
The problem is that a large number of calls result in long hold times, and the customers will always have to repeat the same information again and again. This will frustrate customers and will make them turn away so easily to your business.
Call pop can help to reduce the pressure on representatives, better average handle time (AHT), and eventually increase customer satisfaction. Through call pop which automatically finds and shows the incoming callers pertinent information, the representatives are able to solve customer problems and close tickets more efficiently and effectively.
This basic operation which does not require the customer to repeat the same information over and over again and does not require representatives to find it (and other data), changes the way customers interact in a more positive way. In this blog, we will learn everything you need to know about call pop.
What is Call Pop?
Call pop refers to the technology of a call center that is aimed at assisting the representatives of the centre in solving tickets faster and more effectively. Call pop achieves this by automatically finding and showing (data dipping) all pertinent information of the caller. In this manner, the representatives do not need to waste time requesting customers to provide their basic information and can immediately proceed with the solution to the problem.
Also referred to as screen pop, call pop technology will only be integrated with your existing IVR (Interactive Voice Response) system, CRM (Customer Relationship Management platform), or DNIS (Dialed Number Identification Service).
The pop of call feature (which is often available as a part of your telephony solution) uses the data inputted into the IVR (and stored in your CRM) to show you all the details of the caller, including: name, payment details, call history, account notes left by other representatives, purchase history, or even their employer in some instances.
With a well-integrated call pop, it significantly advances first call resolution-saving both time and money and making your relationship with your customers better.
How Does Call Pop Work?
Call pop is a feature that is interactive and it links with a database of a call center (such as IVR, CRMs and/or DNIS) to show any information (it had been logged before in CRM) related to that incoming call number.
Here is a step-by-step process that shows call pop in action, and as such you can know how it works:
- Step 1: A customer makes a call to the customer support and the phone system of a company recognizes a caller by his or her phone number and the information that he/she enters in the IVR.
- Step 2: After any needed information is typed in the IVR, the system will find the details of the customer in the database (typically a CRM).
- Step 3: That data is subsequently sent to the call pop (a process commonly known as data dipping), which displays it automatically to the support representative as soon as he/she picks up the related call.
What Information Does the Call Pop Show?
Call pop particularly becomes useful in different business sectors. The various features and data items provided by call pop systems can comprise, yet not be confined to:
i. Personal Information
Data on the personal information of the customer, such as his or her name, account status, and date of birth, is the simplest information that call pop retrieves and displays. This information is also useful as it enables the representative to provide more personalized experiences as they can call the customer by name without the caller mentioning or repeating it.
ii. Customer History
Call pop displays all dealings and activity based on the ANI (automatic number identification), which assists in determining the nature of the problems, and when they began to occur. Their history of customers is available and thus allows them to debug and troubleshoot. It can also furnish information according to the industry in question.
iii. Purchase Records
In terms of e-commerce, call pop will be able to supply the purchase history of the caller, therefore, its representative will know which products they are using and the time during which they purchased them. This may prove useful in matters of refunds and cancellations, say.
iv. Open Tickets
Call pop will show the existing support tickets on the caller and will provide the representative with a clear view of the issues affecting the customer, where his or her resolution is at and priceless notes left by other representatives working on the same tickets.
Key Benefits of Call Pop
Call pop has some amazing benefits for every business. The following are a few of them:
i. Handle Calls Faster
Agents are able to bypass repetitive queries because the details of the caller are displayed in front of them and they get to the point of solving the problem. It results in more effective and quicker conversations- particularly in high-volume times.
ii. Individualize Customer Relations.
Call Pop assists agents to address customers by name, check their history of interaction, and customize their communication in real-time and make conversations feel personal, not robotic.
iii. Improve First Call Resolution
Agents will solve problems better the first time they occur, since there is instant context–they will not need to transfer the caller or make a follow-up. This increases First Call Resolution (FCR) directly.
iv. Stress Less, Focus More
Call Pop cuts off the scrramble to find customer details during a phone call, which decreases agent cognitive load. There will be less distraction, and the agents will be able to concentrate on making customer experience better.
v. Handoff Seamlessly Between Teams
When a customer is handed over to a different department, the new agent will still view the same pop-up fully loaded- therefore, the caller will not need to repeat himself/herself.
Indications Your Contact Center Requires Call Pop
You wonder whether Call Pop will be worth it? In case any of these sounds familiar, then it may be time to upgrade:
- Do you have an Excessive Average Handle Time? Knowing about the customers, you do not need to ask the same question over and over again.
- Is your First Call Resolution lower than target? Having prior knowledge of your customer can help you correct problems quicker.
- Do agents miss important customer background during a phone call? Give your agents the information they require to give them confidence.
- Are the customers annoyed by repeating themselves? Create loyalty, trust with customers who understand that you care.
How to Incorporate the Call Pop into the Customer Service Process?
Call Pop sounds good, but how do you make it work? To get this as part of your daily workflow, you’ll need the following:
i. Select a VoIP System with Call Pop
You can begin with a business phone system such as CloudTalk that has an in-built Call Pop feature. It will require third-party tools and custom development without native support, which entails greater setup and increased costs.
ii. Connect Your CRM or Helpdesk
Call Pop requires access to your systems of record to show real customer information. CloudTalk also integrates with CRM software, such as HubSpot, Salesforce and Pipedrive, and helpdesk software, including Zendesk and Intercom.
iii. Draw the Fields You Wish to Show
Choose which data items are important to your agents, such as contact data, ticket history or account status and synchronize them when setting up. You can customize what appears in the pop-up card of most integrations.
iv. Train Your Agents
When Call Pop is active, guide your team on its effective use: how to interpret the card, reference essential information, and tailor calls efficiently.
v. Monitor and Optimize
Monitor the effect of Call Pop on handle time, satisfaction and resolution rates–refining your dashboard with your call analytics as efforts continue.
Final Words – Call Pops
Call Pop is not a luxury, it is a strategic asset to any contact center that desires to have speed, personlize service, and most importantly retain customers. You cut handle time, enhance resolution rates and make it a smoother experience by ensuring that your agents have the correct information prior to the call being made.
By implementing call pop into your business, you can provide top-notch customer service and can maintain positive customer relationships.
FAQs – Call Pops
Q1. What is the benefit of using Call Pops in businesses?
Call Pops enable companies to offer a more personalized and effective customer service experience, resulting in increased levels of customer satisfaction and customer loyalty.
Q2. Is Call Pops applicable to any type of business?
Yes, Call Pops can be configured to suit many industries, such as e-commerce, telecommunications, and therefore flexible to different business models.
Q3. What is the impact of Call Pops on customer satisfaction?
Call Pops will make customers more satisfied because the agents will be able to fix problems within a shorter time and give them more personalized attention depending on the real-time information.
Q4. What are the tools to be used in implementing Call Pops?
Depending on your CRM, ticketing systems, or other customer data management tools, you will require call center software that can integrate with those systems.
Q5. Do Call Pops present any risk?
The key threats are maintaining the accuracy and privacy of data. Companies should remain in line with legislation on data protection as well as ensure that their systems remain current.
Read More : What Is Level 3 VoIP? A Complete Beginner’s Guide
