Category: Best Practices
Can you optimize the order taking experience for your call center reps?
When you walk into your call center, you are instantly hit with a wave of buzz. Your call center staff are working away; taking orders over the phone, writing orders down on slips, processing orders, sending them to billing, creating purchase orders… the list goes on and on.
This looks like a normal call center, but it’s not hard to see there’s a problem lurking under the buzz that’s costing you time and money. When you start to count how many steps it takes to process an order, you might be surprised to realize you need a second hand to count them all. It boils down to this; your ordering process is inefficient.
If you were to ask your staff how you could make the ordering process more efficient, some would surely ask for better chairs or not to sit next to Beverly because she talks too loud. But the reality is your staff is working extra hard to process every order because there are too many step involved. The extra steps in your ordering process are not only incredibly inefficient, but they keep your staff from working as accurately or quickly as they could be.
So how do you fix this problem?
Enter Online Order Management.
Modern order management platforms give your customers and staff a completely custom digital ordering experience that is unique to your business needs and creates new ways to run your business more efficiently.
Here are 2 ways technology can optimize the order taking experience for your call center reps:
- Self Service Ordering – Your customers expectations are changing. Today’s customer can order a shirt, groceries, or even a car in just a few clicks on their laptop, and they want to order from you while at work in the same way. With digital self-service, your business is open 24/7/365 which means the customer who doesn’t want to talk to someone on the phone, or needs to place an order on the weekend can do so. When your customers are able to place orders on their own, you free up time for your call center reps to focus on customer service and sales, and less time manual processing orders. This becomes more money in your pocket.
- Streamlined Ordering – Technology is powerful and modern technology gives you access to rules, integrations, and custom user interfaces that allows your call center to process more line items and more orders. Another benefit of online order management is integrating all of your business critical systems. Integrating means your orders are automatically tracked with your ERP, CRM, and others. Eliminating as many manual orders taken generally leads to less order errors and less wasted dollars.
With technology at the center of your call center operations, you reduce order errors, repurpose valuable resources, and give your customers the digital ordering experience they expect. Order Management not only makes your call center more efficient, but it brings the ordering to the customer helping you drive more sales and grow your business.