Customers are the heartbeat of any business, and call centers are the energy that keeps the heartbeat pumping. The connection between customers and call centers is 😳 crucial for any business.
In the dynamic world of customer service, call centers play a vital role in shaping the experiences of millions of customers every day. As technology continues to evolve, call centers have also introduced many innovative solutions to enhance their operations and deliver exceptional service.
One solution that has become popular recently is the call center screen pop. Many of you may be familiar with the term screen pop, but many may be new to it. But don’t worry 😉.
This guide will help you understand screen pop, a technology that has become an essential tool for modern call centers. We’ll dive deep into how it works, the benefits it offers for both agents and customers and the key terms you need to know.
🔑KEY HIGHLIGHTS
- Screen pop displays the customer’s information on the agent’s screen as a pop-up window when a call is received.
- Some of the information screen-popping displays include the caller’s name, personal information, account status, purchase history, past interaction, and data entered in IVR systems.
- Screen pop identifies income callers, retrieves CRM data, and automatically displays calls.
- Some terms to know about call center screen pops are automatic number identification (ANI), Automatic Caller Identification (ACD), and Caller ID.
- Screen pops offer several advantages, including reduced dropped and abandoned calls, enhanced agent experience, and improved personalization.
What is screen pop?
Screen pop, also known as Call pop or CTI pop, is a feature in call centers that automatically displays available customer information on agents’ screens the moment they answer incoming calls. This simple yet powerful feature equips agents with more resources to offer engaging customer interactions.
Screen pop is powered by Computer Telephony Integration (CTI), which links the phone system to the agent’s computer. This makes it easy to fetch data from various sources, such as CRM systems, during inbound calls.
Customers expect their issues to be resolved quickly and efficiently and the entire interaction personalized to their needs. Therefore, screen popping is an important element of call center systems. It helps agents improve customer experience, and this feature has become essential for all call centers worldwide.
Efficient call center screen pop systems are enhanced by integrated call center wallboard software and ensure agents have comprehensive context at their fingertips for seamless customer interactions.
By understanding screen pop, you’ll gain valuable insights 😀 into how call centers strive to deliver personalized and efficient service in today’s competitive landscape.
Here is the information screen popping displays 👇:
- Caller’s details and contact information
- Account status
- Past purchase history
- Past interaction with the company
- Service Tickets
- Data’s entered into the IVR system
How does screen popping work?
Screen popping is an essential feature in a call center that utilizes Computer Technology Integration (CTI) to streamline communication. Understanding how screen popping works can give you and your team critical insights.
Here’s a breakdown of how screen popping works 👇:
1. Caller’s identification
The system automatically identifies the caller during an inbound call at the call center. This identification process occurs based on the incoming phone number or other information a caller has entered into the IVR system. During this period, the caller’s information is retrieved automatically.
2. Data retrieval
After retrieving the caller’s information, such as the phone number, the Computer Telephony Integration (CTI) system takes over. This system acts as the bridge between the phone system and CRM.
So, the CTI system takes the retrieved phone number and searches for a matching record in the CRM database. This data may include the caller’s name, previous purchases and interactions history, or any other relevant details that may help an agent handle an incoming call efficiently.
3. Information display
Following data retrieval from CRM, if any matching data is found, the CTI system triggers a pop-up window that will directly appear on the agent’s computer screen.
This screen pop window displays all relevant information about the caller, such as customer identification, customer history, and other additional information. This saves your agent time as it eliminates the need for your agent to search for all of this information manually and switch between the tabs.
What are the terms to know about call center screen pops?
Understanding the terms of call center screen pops can be beneficial in many ways. Knowing such terms makes it easy to develop a professional image among your customers and get a better insight into screen pops.
Here is the list of terms you should be familiar with when it comes to call center screen pops 👇:
1. Automatic number identification (ANI)
Automatic Number Identification, also known as ANI, is a feature that helps agents identify the caller’s phone number. This feature saves time and effort by manually eliminating the need to look for customer information. With the help of ANI, you can automatically retrieve customer information associated with the incoming phone number.
2. Caller ID
Caller ID displays the phone number of all incoming calls. In addition to the number, this may include other valuable information, such as the caller’s name or company name, making it easy to identify the caller before answering the call. Getting more customer information can make offering more personalized and effective communication easy.
3. Screen pop
Screen pop is an essential call center feature where customer information automatically appears on the agent’s screen when a call is received. It offers agents essential details like customer name, contact information, purchase history, and previous interactions, enhancing customer service efficiency and personalization.
4. Automatic call distributor (ACD)
Automatic Call Distributor (ACD) is a system that distributes all incoming calls to the most appropriate agent based on the customer’s necessities. With the help of ACD, it is easy to manage call traffic efficiently, reduce customer wait times, and ensure that customers are connected to the right agent quickly for effective issue resolution.
5. Computer telephony integration (CTI)
Computer Telephony Integration (CTI) integrates telephony systems with computer systems to enhance call center operations more smoothly. Using CTI, you can easily enable features like screen pops, call routing, and data retrieval from CRMs. This will help you improve your agent’s productivity, customer service quality, and overall call center efficiency.
6. Customer relationship management (CRM)
Customer Relationship Management (CRM) is the customer data warehouse. Within this system, you can access all customer data and interactions, whether past or present.
It gives agents an overall view of customer information, including contact details, purchase history, preferences, and previous interactions. This makes it easy for you to offer more personalized and efficient customer service. Integrating CRM with call center systems will enhance customer experience and agent productivity.
What are the benefits of screen pops?
By introducing screen pops or call pops to your call center, you can experience numerous benefits 😀. Due to their unique features, such as data retrieval from customer relationship management and caller identification, you will know what kind of difference they can make for your business.
Below are some of the key benefits of screen pops 👇:
1. Improved agent experience
Screen pops directly improve agent experience and performance by equipping agents with valuable caller data. Using such data makes communication with the customer easy and engaging.
With the help of screen pops, agents are free from manually searching for customer information and asking repetitive questions. This drastically helps enhance your agent performance.
2. Seamless productivity
Agents can easily access all the details they need about the customer they are engaging with by making the most of screen pops.
This indicates that no more time will be wasted searching for customer information. This makes it easier for your agents to handle more calls efficiently and resolve issues faster. Directly leading to a boost in overall agent productivity.
3. Enhanced personalization
Knowing a customer’s name even before engaging with them can play a major role in the sector of call centers, and with the help of screen pop, you can easily do so.
Screen pop lets your agents greet customers by name and access their past interactions or purchase history. This simple personal touch can help build a stronger connection, trust, and rapport with your customers.
4. Fewer dropped and unanswered calls
Frustration is often the leading cause of dropped calls. Within call centers, frustration is mainly caused by excessively long hold times or a lack of understanding between agents and customers. But screen pop can help reduce such incidents.
With screen pop, agents can see the history of each caller’s previous interactions immediately, which can help them understand the issue more deeply.
By utilizing the data available to resolve issues faster, agents’ time spent solving such problems decreases drastically, which is sure to lower the number of dropped and unanswered calls.
5. Improved sales and resolutions
Knowing a customer’s purchase history can greatly boost your agent. It allows agents to identify upselling or cross-selling opportunities, and you can do so with the help of a screen.
Properly using past data allows you to introduce similar products or services according to your customers’ choices. This valuable information can also help you pinpoint any previous issue your customer encountered. This can be crucial to increasing sales opportunities and a higher rate of successful call resolution.
6. Better customer satisfaction
By utilizing the data provided by Call Pop, you can convert curious and unhappy customers into happy customers. Call Pop also drastically increases the ability of each call center representative to handle customer issues quickly and effectively during the first interaction.
It also contributes to customer satisfaction by ensuring a faster, more efficient, and personalized experience at every event. Due to this, customers feel more valued and heard.
So, such a quick issue-solving capacity is bound to rapidly increase your Customer Satisfaction (CSAT) Score.
Wrapping up
Call center screen pop goes beyond simply displaying information on a screen. Since the way your agents treat customers directly influences their experiences, utilizing screen pops can be an excellent way for you to retain and engage with them. 💫
In the ever-growing business world, screen pop can be your most reliable asset 😉. By introducing your team to this amazing feature, you can always stay one step ahead of your competitors regarding customer handling.
FAQs
Where does a screen pop obtain customer information?
A screen pop obtains customer information from the company’s CRM (Customer Relationship Management) system or other business applications integrated with the contact center solution through computer telephony integration (CTI) technology.
This lets the system know which screen pop to present by matching the incoming phone number or data the caller entered in the IVR against the relevant databases.
Why should I use screen pop?
Screen pop can be one of your biggest assets, helping you save time and improve customer satisfaction. You and your team can easily store and see the most vital information about your customers whenever they call in by utilizing screen pop. This gives your team access to relevant information to serve customers and prospects.
Can screen pops be used for outbound calls as well?
Yes. Screen pops can also be used for outbound calls. For outbound calls, the screen pop feature can display relevant customer information to the agent before the call is made, providing better insights into the customer’s history, preferences, and previous interactions.
