What is Call Pop and How Does It Work?

Businesses are looking for new ideas and effective ways to provide high-quality customer support. Nowadays, Callers also expect customer support agents to resolve their issues quickly in no time and want to reach the agent through their preferred channels. 

So, how can your business provide great quality customer service despite receiving thousands of calls every day? 🤔This is where the Call Pop feature steps in and plays a vital role in enhancing customer experience. 

Now, you might wonder what exactly Call Pop is and how it can improve customer experience. But don’t worry. We have created this blog to provide insight into Call Pop and its working mechanism. Thus, stay with us till the end of this blog to understand about it. 

In this blog📑, we will discuss what call pop is, how it works, why you need it, how to access call pop in your business phone number, and the benefits of having call pop. 

So, let’s dive into it without any delay. 

What is a Call Pop? 

Call Pop or Screen Pop is an advanced VoIP feature that lets you know about your customers before you pick up the call. When the customer calls you, Call Pop displays a screen with real-time customer information such as,

• Caller’s Name
• Phone number 
• Account information 
• Customer status
• Company information on which they work at
• Recent interaction
• Purchase history 
• Service Request 
• Customer preference 
• Previous interaction notes and important chats 
• How long they are connected with your company 

Call Pop helps your business meet customer needs and preferences by allowing you to gain insight into their personal information and history. The data is gathered from the business applications you use, such as CRM and Helpdesk software. Leveraging the Call Pop feature, your call center agents don’t have to search for each customer’s name and information. This work is done by automation, and when the caller dials your number, the software automatically gathers information through various platforms and displays it on your screen after the call is made. This can save a lot of time for your agents, where your agents can focus on the bigger issues and handle more calls, minimizing the manual effort. 

How does a Call Pop work?

The call pop is a feature used in CRM software, Helpdesk Software, or other call center software. In simple language, Call Pop initially identifies the incoming call made through the caller and enters it into the IVR, matching this data with the customer profile by automation. Now, let’s see a step-by-step process on how to call pop works.

I. Incoming call identification 

When the call is made to the business agents, the system automatically identifies the caller, sends the caller’s number to the system, and provides the Interactive Voice Response(IVR). 

II. Data retrieval 

When the system receives the caller’s phone number, it tracks the caller’s previous call records, such as call duration, important call notes, purchase history, and prior conversations. In this process, the system collects all the required information from the caller within a second through the database, CRM, or Helpdesk Software. 

III. Screen pop display 

When the system collects all the required information, it displays on the screen of agents. This enables the agents to understand quickly clients’ behavior, and preferences and offer tailored solutions. 

Why do you need Call Pop?

The ultimate reason to adapt the Call pop features is to get real-time data on customers, through which you can provide effective solutions enhancing customer satisfaction. Agents can use it to save a lot of time and effort, as the screen pops up with all the information needed to serve the customer. Also, customers are pleased as they think they are special customers for your brand, and your company is prioritizing them by memorizing all their previous interactions. There is no need to ask the customer to repeat them as you have all the conversations recorded previously. 

How to access Call Pop in your business phone number?

Leveraging Call Pop in your business phone number helps you offer customers personalized service and streamline every call. Now, let’s explore how to access Call Pop in your business phone number step-by-step. 

A. Choose the Service Provider 

First of all, you need to choose the best service provider for your business, which is enriched with advanced features and business tools like IVR, Call Pop, call routing, etc. After selecting the best service provider according to your business needs and requirements, you should also consider factors like scalability, flexibility, and mobility. 

B. Integrate with your System 

Now, check if your considered service provider integrates with your CRM, helpdesk software, or customer database. Once you have chosen the service provider, you need to integrate it with the CRM platforms and customer database. 

C. Enable Call Pop Features 

After you integrate with your CRM and customer database, you need to configure the call pop settings according to your business requirements. You can enable calls and other features by determining what information you may need from your client’s side. 

D. Test Function and Features 

When you enable and configure all the required call pop features, check whether the enabled functions work properly or not. You can check by conducting test calls to your business phone number and seeing whether the displayed information is correct and real-time. 

E. Train your Employee

After successfully conducting the test, you can now use the Call Pop features for your business communication and utilize its functions effectively. Now, train your teams and agents to use the Call Pop features. You can conduct surveys and tests for your employees to use the Call Pop system. With proper guidance and teaching, one person can easily learn to use the Call Pop feature. 

F. Monitor and Maintain 

Monitor the system’s performance regularly to ensure it works effectively and provides correct information. Update software promptly and address any minor issues that can degrade brand reputation. 

Benefits of Having Call Pop

Call Pop improves the customer experience by providing real-time customer information, which can save agents time and ensure a personalized experience for customers. It is a reliable service for the business that handles numerous numbers of calls everyday. Some of the benefits of having Call Pop are:

1. Personalized Communication 

Having information about the caller even before you answer the phone will allow your agents to personalize the conversation. This will allow you to effortlessly sell your service to the caller, increasing client satisfaction. 

2. Boost Customer Service Quality 

Call popping gives agents rapid access to the caller’s information, allowing them to deliver more targeted support by customizing the contact. With the correct information at their fingertip, salespeople can quickly determine what a caller may require. This makes it much easier for them to provide accurate answers to any questions they get and to handle difficulties quickly. 

3. Reduce Abandonment Rate 

When customers call your company, they want you to resolve their issues immediately on the first call. With less time spent handling each call, your agents can handle more calls daily and lower the number of abandoned or missed calls. If you take a long time to handle a single call from a customer, it will result in longer hold time for other callers, which results in customer frustrations. With Call Pop features, your employees don’t have to face these issues. 

4. Better Call Routing 

Call pop enhances call routing by instantly revealing vital caller information. It allows agents to efficiently route calls to the appropriate department, increasing customer satisfaction and decreasing wait times.

5. Access to Real-time Data

When the call is received, Call Pop provides real-time consumer data such as previous interactions and purchase history, allowing agents to make informed decisions and instantly increase response effectiveness. 

6. Boost Productivity and Minimize Manual Effort

Call Pop improves agents’ productivity and allows them to handle more calls efficiently in a limited timeframe. Your employees can focus on the bigger issues while the simple issues are handled by automation. This significantly reduces manual effort and boosts the overall productivity of employees, which can lead to business growth and an increment in sales. 

Conclusion

Call Pop is a powerful feature that provides your agents with comprehensive information about a caller at the moment of the call. This automated feature helps save time and money for your organization and can significantly boost productivity and conversation rate. Its flexible call routing system improves the caller experience by avoiding long wait times or redirecting to the most competent agent. 

Furthermore, Call Pop assists in sales operations in that it offers the needed information about customers and their previous buying patterns, thus enhancing sales possibilities, particularly those in the realms of upselling and cross-selling. Ultimately, it is a powerful business tool that enhances customer experience, loyalty, and business growth.

FAQs

What is a Call Pop?

Call Pop or Screen Pop is a VoIP feature that pops up and displays the caller’s essential information on the screen before picking up the call. 

What information does Call Pop display?

Call Pop displays various information depending on your preference and choice. Details that Call Pop can provide are: 

• Caller’s Name
• Phone number 
• Account information 
• Customer status
• Company information on which they work at
• Recent interaction
• Purchase history 
• Service Request 
• Customer preference 

Can I customize the information that is displayed?

Yes, you can customize the information displayed when using the Call Pop feature. You can select any information that the system offers that matches your preference.