Call Center Operations Management
The Membership and Subscription
Call Center Operations
Do you have a call center that can get overwhelmed during peak times while still needing to service your members quickly and precisely? Do you feel that you leverage your core membership system and the member data you already have to deepen your member relationships? We can show you how to utilize this time to increase both your wallet share and retention.
Inbound Calls/Member Service
Empower your employees through a complete view of every member; making informed decisions has never been easier. The 360 View has the ability to pull information from numerous data sources and present that data without delay. Typically, the 360 view is comprised on the customer's relationship to the organization, transaction history, past contacts, promotional mailers and the lifetime value. Selecting this information can deep link you into the transaction system or present a more detailed view. Depending on your needs, this view can be tailored via permissions and business function to better suit the counselor's daily needs.
Right from the 360 view we enable your staff to service a member quickly. Regardless if they have called or walked in, efficient handling of service requests lead to happy members and higher renewal rates. It also leaves more time for the cross-sell/up-sell.
In MemberzPlus, all cross-sell/up-sell interactions are done via pre-defined scripting based on the reason for the call. With the MemberzPlus scripting engine you can build in logic branching and A/B/C/D/E variants for effectiveness testing. Contact us to find out how we are assisting some very large associations to manage more effective member interactions!
With MemberzPlus you can use our contact management workbaskets to drive outbound calls. If you prefer, you can integrate MemberzPlus with the call management systems you are using today to make the call center representatives more effective. During the call you are able to log the results directly into MemberzPlus so that your core member management system is always up to-date. This leads to the optimal member experience!
Contact Tracking is the system for handling customer interaction and feedback. Each of your staff has a workbasket containing their assigned contacts and tasks that they can work as part of their daily activities. The baskets, workflow, as well as the data collected are all in your control. There are over 100 different contact types for you to choose, or you can build your own on the fly without the need of a software developer. Here is an example of the possibilities with this feature-rich part of our application:
- A customer fills out a complaint online.
- Faxes or provides electronic images of damage that had occurred.
- The image is automatically attached and the agent notified.
- The agent can place blame (identify vendor responsible) and issue an automatic refund or initiate corrective activities.
- All signed paperwork is attached to the contact.
Based on your organizational roles and personal choices, your workbasket will show you what you want to see. Customize your view, see other baskets, send letters, or work leads one at a time or in batches. Best of all, it's integrated to your whole business.
Building New Contacts
The Contact Builder is a WYSIWYG editor for designing new contact types on the fly. You design a form layout, choose which types of fields to collect, and build the associated workflow. Let's suppose you want to create a new online application form by which job applicants can apply. You create a new contact type called "Job Application," drag and drop first name, last name and address onto the form. Now let's suppose "work_history" is a new field that does not currently exist in the system. Simply click "new field" and type in "work history" and the system will automatically track this new piece of data. If your "Job Application" is integrated with other systems, they will immediately gain access to this new field upon your approval.
Automating processes is a key strategy to getting more out of your employees. With contact tracking you can create "Watchers" to watch for key events and create new contacts on the fly. Let's suppose you wanted to create a new "Welcome Member" outbound campaign every time a new member signs up online. You first build a "Welcome Member" contact type and specify the desired workflow. Then you apply automation to create a "Welcome Member" contact for 50% of new members and automatically put them in the "marketing" workbasket. Now compare - did your "Welcome Member" campaign result in higher retention or improved member activity?
Contacts can be imported from an Excel sheet or text document. Simply choose the type of contact and upload the document. The system will automatically link most of the fields and give you a preview of how the data will be imported. Simply click "Import" to begin creating contacts with the workflow you define. Subsequent imports can be done by selecting a previous import and uploading the new document. If you would like to import data on a routine interval you can easily integrate that system and automate that process.
Refunds and Blame
Contact Tracking can be used to manage complaints and issue refunds. An agent can track a complaint from start to close and document conversations on the contact. After your research is complete, you can specify the vendor responsible for the incident. If a monetary refund is appropriate, a refund request can be initiated which you may choose to be approved by a supervisor. Refunds can be in any form including check or a voucher to be redeemed online or at a branch.
The agent who owns the contact can create "tasks" to support completing the contact. By default, a task is self-assigned but can be assigned to anyone permitted by the workflow. Tasks can be worked and completed ultimately leading up to a closed status.
Some contacts, referred to as leads, have a monetary benefit and for these you can populate the likelihood of winning this business. If the customer is indicating there is a 50% chance they will choose your organization then record it. This information is rolled up into a report to aid in your month-to-month forecasting.
Notes, Attachments and Faxes
Secondary documents are a key part to properly recording the details of an incident. Pictures of damage, signed receipts, and even resolution signed contracts can be attached recording proper and definitive closure. Customers even have the option of faxing additional documents that can be automatically attached by the fax processing engine.
Dashboards and Reports
In addition to the 10+ reports available for contacts, you can create additional Crystal reports and choose which users have access. You can have these reports automatically emailed to you each morning so they are waiting in your inbox. In addition to reports you can erect real-time dashboards to track daily contact progress.
You specify the workflow rules that each contact type follows. For example, when a web lead is taken, automatically assign it to the "Sales" team; when a complaint is escalated, it must first go through front line support prior to level 2. Of course every business line wants to do business differently, so we've built a system capable of supporting those differences.
API and Integration
Leads, both inbound and outbound, originate from different sources: your website, the membership system, or other databases within your organization. Our API's and integration tools make it easy to create a universal workbasket to service your entire organization.
Features, Features, Features...
The complexities of managing even basic memberships can cripple an organization. Our products are designed to enable your organization to better serve your members. A more efficient organization with the appropriate tools can greatly lower costs while driving up member satisfaction. Our application suite enables you to quickly and decisively accomplish membership transactions, such as:
- Step by step scripting based on campaign setup, including number dialed
- Support for multiple call flows based on reason for call
- Version support for scripts and offers
- Detailed logs of user interactions provided through reports or web services
- Each call flow can be configured to include:
- response-driven scripting
- AB test scripting
- campaign driven scripting
- customer demographic scripting
- Call Center scripting is tightly integrated with a full service customer dashboard
- Application supports pausing and resuming scripted call flows to access customer dashboard
- and much, much, more...
Combining Expertise with Market KnowledgeMemberzPlus features aspects that stand alone; unique from any other membership system on the market today. With over fifteen years of experience in servicing a broad spectrum of small to very large-scaled membership organizations, MemberzPlus combines market knowledge with a technologically advanced membership management system.
- Dues, Discounts, and Donations
- Subscription Management
- Accounting and Finance
- Contacts and Leads
- Billing and Credentials
- Relationship Management
- Online Self Service
- Groups and Affiliations
- Membership Processing