{"id":17497,"date":"2021-03-30T08:30:50","date_gmt":"2021-03-30T07:30:50","guid":{"rendered":"\/gb\/en\/blog\/?p=17497"},"modified":"2021-05-04T15:52:04","modified_gmt":"2021-05-04T14:52:04","slug":"email-management-in-call-centres","status":"publish","type":"post","link":"\/gb\/en\/blog\/email-management-in-call-centres\/","title":{"rendered":"Guide to Email Management in Call Centres"},"content":{"rendered":"

For customers who want to cut out lengthy call queues and deal with responses to queries at a time that suits them, email can be an easy way to reach out to businesses.\u00a0<\/span><\/p>\n

However, if you haven\u2019t established an efficient system to manage incoming emails from your customers, or trained your call centre<\/a> team on how best to deal with different types of enquiries, these messages can quickly turn into a headache.\u00a0<\/span><\/p>\n

Read on to find out all you need to know about call centre email management.\u00a0<\/span><\/p>\n

Getting started with handling emails in a call centre<\/b><\/h2>\n

While customers <\/span>often prefer email to other communications<\/span><\/a>, email handling in a call centre is new territory for many businesses. So how do you manage large volumes of incoming emails?\u00a0<\/span><\/p>\n

The easiest way to keep on top of your call centre communications (and stay connected to your team, wherever you and your colleagues are based), is by investing in <\/span>integrated email management apps and software<\/span><\/a>.\u00a0<\/span><\/p>\n

The best contact management and email software for call centres will come with a host of handy functionality including prioritising, forwarding, and tracking messages received, plus the ability to monitor the quality of customer service.\u00a0<\/span><\/p>\n

Software and tools to invest in<\/b><\/h3>\n

When searching for an email handling software program to help you manage your client relationships, consider cross-platform email apps that provide you with inbox integrations, allowing you to easily switch from email to social media.<\/span><\/p>\n

With <\/span>RingCentral Engage<\/span><\/a> you can integrate your business social media, email, live chat, and more into one intuitive interface. Y<\/span>ou can <\/span>even switch between your computer and a mobile device while connected to a customer or colleague.\u00a0<\/span><\/p>\n

Remote working has become the new norm<\/span><\/a> since the COVID-19 outbreak, so email and workplace apps that help you manage communications are more important than ever before. Give your team the flexibility to work from home and stay connected with a cloud contact manager platform that lets you access emails, video meetings, team messaging, and documents via <\/span>desktop as well as phone apps<\/span><\/a>.<\/span><\/p>\n

Get contact database software for your business<\/b><\/h3>\n

Using a contact management system is the best and most secure way to store and organise information about clients and customers.\u00a0<\/span><\/p>\n

Our <\/span>Engage Digital mailbox<\/span><\/a> offers a simple-to-use touchpoint for all client communications. It provides context on specific contacts, allowing your team to store notes and records within one database while providing a personal touch to each individual customer.\u00a0<\/span><\/p>\n

As soon as you open a dialogue with a customer, you\u2019re able to access their entire conversation history. This means agents can quickly get familiar with their circumstances, and meet them where they are in their customer journey.<\/span><\/p>\n

Once you\u2019ve invested in the right software and systems, there are also a number of other things you can do to stay on top of your customer service email management.<\/span><\/p>\n

Establish an automated process of handling incoming and outgoing email<\/b><\/h3>\n

Managing customer emails effectively \u2013 making sure issues are dealt with or forwarded to the right department \u2013 can be a challenge for busy call centres so having a process in place is key. The most effective call centres establish assignments for specific agents. These team members then become specialists in handling those issues, meaning customers are more satisfied and agents more productive.\u00a0<\/span><\/p>\n

For many businesses, following customer service best practice for email automation can help. Firstly, set up reminders and follow-up prompts for incoming and outgoing call centre communications. Then, make use of automation tools such as email ticketing and tagging features to funnel requests, set priorities, and provide context for the colleagues who will be dealing with the enquiry.\u00a0<\/span><\/p>\n

With email software that’s linked to your CRM<\/a>, you’ll also be able to set up email routing rules to make sure incoming messages go to the right team with all the relevant information attached.\u00a0<\/span><\/p>\n

Set reminders to follow up on important conversations<\/b><\/h3>\n

For most of us, the dawning realisation that we\u2019ve forgotten to reply to an important email is a sinking feeling we\u2019ve experienced first hand.\u00a0<\/span><\/p>\n

The best types of client email management software will help you make sure you never leave a customer hanging again, with the ability to easily create automated email follow up reminders and inbox rules.<\/span><\/p>\n

You can use tagging features to ensure you never lose track of who\u2019s dealing with an email enquiry and set internal reminders to follow up on anything important. Get this right for your customers and you will grow a reputation for being reliable and organised; something every business should strive for.<\/span><\/p>\n\t\t