Push vs Pull and The Impact On CX

June, 2018

To deliver a good CX call centers need to smarten up their pulling power and temper their bot activities.

Push vs Pull

We have been slow at Sytel to talk about CX strategies for our customers. Why? Well our job is to provide joined up, easy to use software which then allows our customers to provide whatever solutions they think are best for the targeted customers – hopefully, in the process, providing the best possible CX.

In the bad old days, not so long ago, too many call centers functioned in what we call Push Mode. Identify a bunch of consumers and deluge them with phone calls, emails, text messages and so on and hope that some would stick and bring in new customers. When technologies are new, customers and prospects can be easily seduced by this way of contacting them, and results are often excellent. Of course, it doesn’t take a sage to realise that an untrammelled battering of your senses demanding that you buy, eventually doesn’t work. Consumers just don’t respond. Push Mode is still in fashion in some countries, especially those new to call center activities, but because of customer resistance, it doesn’t have a great future. No great marks for CX here.

Today’s technologies allow for manifold ways of interacting with customers and prospects, but these folks are now a wary lot. They have to be sought out, be it in social media, on company web sites and so on. When found, they then need to be persuaded to engage. A bit like a fisherman casting a fly for trout. Gently does it. We can call this Pull Mode. How best to lure the customer in whilst making the experience an enjoyable one and letting him know that he is in control? No wonder there is so much talk about CX strategies now.

How are call centers doing in Pull Mode?

Much better than in the days of Push Mode, but still a way to go. Technology has raised its head again in the form of AI and chatbots and is telling call centers that consumers don’t need to talk to real people. Think again. If you want to make a sale, nothing beats a human. Your blog writer spent half an hour today trying to buy a subscription to a major newspaper. Chatbot after chatbot. Information constantly having to be repeated. It was only sheer cussedness that made him last the course; not your typical consumer. If CX is to be more than just another marketing buzzword, call centers need to temper their bot activities when they have willing buyers in their grasp!

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app