A Complete Guide to Call Center Dialer

Complete Guide to Call Center Dialer

An omnichannel contact center solution is a radical business tool for call centers. It often comes with modern and advanced features to empower inbound, outbound, and blended calling campaigns. The call center dialer is one of the major features available in this software to support outbound campaigns in general. It can improve the value of inbound and blended campaigns, too. It means it is a general purpose and widespread system benefiting call centers to improve performance metrics.

In this blog post, we will explore details about the call center dialers with some really interesting insight.

In this blog, we have covered:

  1. What is a dialer in a call center?
  2. How many types of dialers are available in the call center software?
  3. What are the major types of auto dialers?
  4. Which is the best call center dialer for a call center?
  5. Why is it important to have a dialer in a call center?
  6. How to choose the right dialer for your call center?
  7. Conclusion

Let’s delve deeper into this interesting and insightful subject matter.

1. What is a dialer in a call center?

In general, a dialer is an automated system integrated into a call center solution to automate the process of making outbound calls. The automated process is often considered a boon because it eliminates the need to manually retrieve phone numbers from the database or list and make calls. In fact, some call center dialer systems are extremely intelligent such as predictive dialing and use different algorithms to automatically dial and connect the call to customers which leads to improved values of various KPIs.

This process can also be manual, which lets agents make calls manually using a dial pad. As this system is so much popular along with having as one of the features in on-premise or cloud call center software, it is also available as an independent dialing software solution.

The major goal converted by the call center dialers is to improve the efficiency of an important process of connecting agents with the customers or leads in call centers. This helps in improving various KPIs (Key Performance Indicators) for a business. This is the reason the adoption rate of this software is quite high.

This feature is also referred to as sales dialer solution, phone dialer, call center dialer software, and several other names. But ultimately, each name signifies the same software.

2. How many types of dialers are available in the call center software?

In general, a call center dialer can be of two types:

A.       Automated and

B.       Manual

Due to the massive popularity of automated dialers, when people refer to call center dialer software, they refer to the automated system. There are multiple types of automated dialers in the contact center. Depending on the provider of the software, one can have a different number of dialing options in their software.

3. What are the major types of auto dialers?

As mentioned, the number of dialers may vary depending on the provider and the dialing software you use. However, there are 4 major types of call center dialers that you must consider if you are wondering whether to upgrade your existing system or want to get the new call center dialer software.

A. Auto dialer

It is one of the most basic types of automated dialers available in the software. As the name suggests, it automatically dials the numbers in a sequence one by one. It waits for an agent to finish his or her ongoing call. Once the agent gives the signal, this dialer for call centers retrieves the number from the list and dials it automatically. The agent will listen to the dialing tone, ringing phone, etc., and wait until the customer attends the call. In case the customer cannot be reached, the whole process will be repeated for the next number.

Benefits and drawbacks of auto dialer:

Benefits

·         It saves time for agents from manual dialing.

·         It eliminates man made errors of dialing phones automatically.

Drawbacks

·         Even if it is an automated dialing system, it is quite slow compared to other types of dialers.

B. Predictive dialer

It is also referred to as a rapid dialer because it rapidly dials numbers. It is the most advanced form of call center dialer. Unlike other dialer types, this is the most intelligent phone dialer. The reason is it can generate a prediction ratio that identifies the average dialing time and pick up time of the customer. It also predicts the average talk time of agents. Depending on that it creates a predictive dialing ratio and dials multiple numbers. It is the only dialer for call centers that dials multiple numbers in one go to connect with the client. Moreover, it is the only automated dialing system that dials the phone number even before the availability of agents. As soon as an agent is available for the next call, this dialer will have the next call ready for that agent.

It means there are some amazing functionalities associated with this dialing system and it is not available with any other dialer in a call center system. It can also detect answering machines, busy tones, unreachable numbers, etc., and based on that dials the next slot of phone numbers to be available with a call connected to a human.

Benefits and drawbacks of predictive dialer:

Benefits

·         It can accelerate the productivity of agents to another level.

·         It can save a lot of time for agents.

·         It speeds up the dialing process and increases the reach rate.

·         It can increase major KPIs like the number of calls per agent, average talk time, average connection rate, etc. It also reduces the average idle time for agents to add up to the dialing rate.

·         It helps in boosting the overall performance of all agents along with individual agents.

·         It can increase the performance of a campaign and call center.

·         It increases goal conversion like leads, sales, collection, and more.

Drawbacks

·         It may increase the call abandoned rate if the agent does not connect to the call immediately after a customer is connected.

·         It can contribute to the negative brand image if not used correctly.

·         It may increase the pressure and stress on agents, which may lead to reduced morale and motivation.

·         In some countries, the use of predictive dialing is abided by legislation and may lead to some legal consequences.

C. Preview dialer

As the name suggests, this call center dialer shows the preview of the lead to be contacted. This makes it unique in its type and beneficial in some specific types of outbound campaigns. It is not a 100% automatic dialer because it has an added step to be taken by an agent to make an automatic call. Once the agent shows the availability to take the next call, this automatic dialer will retrieve one number from the contact list. Moreover, it will fetch the basic or vital details about that lead from the dialer in call centers or if the system is integrated with a CRM system, it will fetch details from the CRM system. These details of the lead will be shown to an agent to study the lead to be contacted and prepare himself or herself for that call. The agent also has an option to “Accept” or “Skip” the call. On clicking the “Accept” option, this dialing system will automatically dial the call and once the human is connected, it will assign it to the agent. In case, if an agent clicks on the “Skip” button, then the system will skip that lead for that agent and may assign it to another agent. For this agent, it will repeat the process of retrieving the next number and its information to show in a preview window.

The advanced preview dialer will have 2 added options called dialing time for the agent as briefed below:

·         Timeout dialing. It means for a specific time period the preview of the lead will be displayed to the agent. Once the timeout happens, the number will be automatically dialed by the system. In this case, an agent may or may not have the skip option.

·         Selection based dialing. It is a common preview dialing mode in which the agent is not abided by the time limit. Depending on his or her own pace, one can choose to dial the number or skip it. It means the agent can read the preview for an unlimited time period.

Benefits and drawbacks of preview dialer:

Benefits

·         Reviewing previews for customers can help in gaining insight into the lead with whom the agent will have a discussion. This can give the required morale boost and knowledge to convert more leads into sales.

·         It can make more goal conversions.

·         It boosts the morale of agents.

Drawbacks

·         It can reduce the dialing pace compared to other auto dialing options.

·         It may reduce agent productivity.

·         It may be a waste of time.

·         It may result in the wrong usage of resources by agents.

D. Progressive dialer

It is another fundamental automated dialer available in the auto dialing software or solutions for call centers. It also waits for agents to show availability to take the next call and once agents show the green signal, it retrieves the phone number in a progressive manner and dials the next number. The advanced progressive dialer can identify an interactive voice response system, answering machine, etc.

Benefits and drawbacks of progressive dialer:

Benefits

·         It reduces the number of dropped calls.

·         It improves customer experience.

·         It boosts the morale of agents.

·         It increases productivity moderately.

Drawbacks

·         It can waste some resources as the process is slow.

·         It may connect to the customer when they are not ready to have a conversation.

·         It may increase the callback request ratio.

E. Power dialer

It is a basic auto dialer, but with an advanced algorithm. Instead of waiting for an agent to show availability, this system will dial the next number as soon as the agent hangs up an ongoing call. It means the agent might still be doing the disposition or admin job after completing the call, but meanwhile, this dialer in call centers will automatically dial the next number. As soon as an agent is available, a power dialer will also be available with the next call already connected to a human. This dialing system can also detect answering machines, voicemails, etc., and bypass those calls.

Benefits and drawbacks of power dialer:

Benefits

·         It increases the number of calls per hour.

·         It increases agent to customer dialing ratio.

·         It increases agent productivity.

·         It increases performance and resource utilization in a call center.

Drawbacks

·         Agents may have some wait time for the next call, which would affect overall productivity.

·         It may increase the call drop ratio.

4. Which is the best call center dialer for a call center?

In general, predictive dialing is considered to be the best dialer for call centers as it can increase multiple KPIs. Even if there is a risk of increased abandoned and drop call rate, there is always an option to automatically or manually control the predictive dialing pace to reduce the negative impact of predictive dialing. However, this might not be true in all cases. Each dialer has its own pros and cons, as well as applications in a call center. Thus, depending on the business needs, goals to be targeted, and nature of the campaign, a dialer can be the best call center dialer. You can read the top guides about selecting the right dialer for your business or you can choose to experiment with different dialers for campaigns to review, which one works the best for you and your campaigns.

5. Why is it important to have a dialer in a call center?

Due to multiple reasons, it is necessary to have a dialer in the call center. The basic need for implementing a dialing system in the call center is to increase the overall performance of the business, agents, and campaigns.

Let’s understand the real importance of the dialer based on the example backed by the statistics. As per the statistical result shared by Hubspot, on average a sales agent makes 8 cold calls to reach a real prospect. The same statistical result also mentions that on average, 15% of the time the agents get spent leaving voicemail messages. This signifies that each month, a call center wastes around 36 hours every month. This is a huge loss for a call center as this is a complete waste of time and resources.

Different call center dialers can boost not only the calling rate, but it can also identify voicemails and answering machines and bypass them for agents. That means a majority of the time agents get connected with a human. In the case of using a predictive dialer, it removes all calls that are not connected to the agents and only connects human attended calls to the agents to make agents more productive and resourceful. Depending on the target audience type and type of dialer used, the system can reap benefits for call centers. This makes it necessary to use them in any call center.

6. How to choose the right dialer for your call center?

A manual dialer is chosen based on various factors such as:

  • When an agent receives a lead during a live call and wants to dial it immediately.
  • When an agent does not have the right to add a number to the lead list.
  • When an agent is instructed to do so.

The selection of the right automated dialer is not as straightforward as it is for a manual dialer. There are some really vital driving factors that one needs to keep in mind to choose the right dialer for a call center. The following are the top factors to keep in mind to select the best auto dialer to maximize returns:

  • Campaign objective: collection, cold calling, sales, customer care, survey, lead generation, etc.
  • Total manpower: Available agents, active agents, active supervisors, etc.
  • Customer Avatar: Existing clients, prospects, reference leads, cold leads, defaulters, etc.
  • Type of lead source: Website, old database, reference, existing customer base, etc.

All these factors need to be compared together for the selection of the best dialer. For example, you have more than 100 active agents and a sales database collected from a third party website for cold calling. Your customers are strangers. In this case, using a predictive dialer can be the most beneficial option.

You can refer to the online articles that give detailed information about each dialer and the best use cases of that dialer along with considering tips shared in this article. You can also run an experimental auto dialing campaign with two campaigns and the same segment of leads to monitor which gives you the best results.

7. Conclusion

The dialing system is amazing in its all forms and it actually benefits call centers. This is the reason it has become necessary to use them in all outbound campaigns. They can also be used in some selective inbound and blended campaigns depending on the nature of the business and campaign. Even a manual dialer has a vital role to play in the call center.

The function of retrieving numbers and making calls is just one part performed by this system. There can be multiple other jobs that this dialing system can do in association with other features available in the software such as showing a call script to agents, recording calls, using CTI features during a live call, using soundboard Avatars, and more.

Elision Technologies have the best call center dialers integrated into its topmost contact center solution, which is popularly known as DialShree. DialShree has amazing and advanced dialers that have already backed different call centers to improve major KPIs and overall performance and revenue. You can experience how they make a real difference in the lives of their users in a live demo and live Q&A session with our business development team. So what are you waiting for? Book a Free Demo Now!

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How to Handle Escalated Calls in a Call Center?

Handle Escalated Calls in Call Center

Call centers put more than 100% effort into keeping clients satisfied and agents productive. Even expensive training and a call center solution are arranged to handle poles apart or similar concerns of clients. There are multiple goals that a call center aims to achieve and one of them is to reduce the number of escalated calls.

Neither agents nor supervisors like to deal with an escalated call because it not only affects various other aspects and KPIs, but also creates a challenging situation to handle a furious customer. Despite the fact that customer care centers invest a lot of resources to avoid this situation, it keeps on increasing. According to a statistical result shared by HBR, the call escalation rate has increased by up to 68%. This is a worrisome figure because as per the industry benchmark, it has to be <10% of overall calls.

You cannot avoid this situation 100% even if you have given exceptional training to contact center employees, but there are some top tips that you can definitely follow to control it as per the industry benchmark.

What is the meaning of an escalated call?

Before we delve deeper to learn the best practices for handling an escalated call, let’s first understand this industry term or jargon to drive this conversation in the right direction.

In any call center, the traditional process is the customer or prospective client gets connected with one of the agents depending on different call routing rules implemented into the call center software. The agent uses his knowledge and system to resolve the concern of the customer. However, in some cases, customers don’t get satisfied with the response of the agent. In some cases, customers are infuriated and they refuse to have any conversation with the agents. In this case, a majority of clients demand to talk to the higher authority or supervisors. This type of call is an escalated call. It is also known as supervisor escalation or call center escalation.

Thus, an escalation call meaning the customer escalates the call and demands to talk to the supervisor only.

The KPI used to measure escalated calls is the escalation rate, which is the average percentage of the total number of calls that are transferred to the supervisor on demand of the customer.

As one can imagine, a high number of supervisor escalations wastes a lot of time for contact center employees, both agents, and supervisors, plus causes an ordeal of talking to a fuming client, all they want to do is avoid or reduce this rate.

What are the common reasons behind the increased number of call center escalations?

It is necessary to understand the common factors along with understanding call escalation meaning. There can be several driving factors that can increase this type of call, some of the common ones are as below:

  • Poor knowledge of the agent
  • Poor intellectual skills of agents
  • Insufficiently trained agents
  • Query complexity
  • Too many attempts for resolution from the client
  • Multiple call transfers by agents
  • Too long call hold time
  • Unacceptable resolution from the client side
  • System or product issue
  • Sentiments of customers

Why does it matter to reduce the number of call center escalations?

High rate of call escalation meaning a series of drawbacks and setbacks for a call center such as:

  • Reduced agent productivity
  • Interruption in the operations of supervisors
  • Reduced supervisor efficiency
  • Damaged agent morale
  • Reduced client satisfaction and retention
  • Damaged brand position
  • And more

How to handle escalated calls in call centers?

You cannot really avoid escalations, but by handling them well you can reduce the drawbacks associated with this type of call. Here are the top tips to follow for handling an escalated call more efficiently.

1. Listen to the customer patiently

Time is money in any call center. Usually, supervisors have the same resolution as the agents. This leads them to quickly give the resolution and not waste time listening to the client. In more than 98% of cases, agents have already informed supervisors about the escalation reason. Thus, the supervisor already knows the matter and there is a strong urge to skip the elaboration. But, this could frustrate the client even more and increase the escalation level. Thus, the best start for handling this type of call is to be a good listener. At least, let the client get his all emotions drenched.

2. Empathize with the customer

The common mistake made by all supervisors while dealing with an escalated call is they start with an apology, which is quite straight and robotic. It is necessary to show empathy to the client at the beginning of the conversation. Use positive words to gain some positivity back into the client and his behavior. You might not be able to pacify him immediately, but empathetic nature will help in reducing the anger level in the client. This would further help in reducing the time otherwise you would need to spend dealing with this client.

3. Offer multiple resolutions

As mentioned earlier, the supervisors will have the same solution as the agent would have. However, supervisors often hold some power and offer to delight clients that have crossed the patient level and escalated the call to yell their lungs out. In this case, the supervisors can better handle this type of call if they have something else to offer. For example, a supervisor may give some discount on the next purchase or a supervisor can give added resolution to the existing issue like a small complimentary gift to compensate for the inconvenience.

The supervisors can bundle the right options to pacify customers and handle escalations more efficiently.

4. Be sincere in the apology

In many cases, clients will not receive the solution they are seeking even if they escalate the call to the supervisor because the resolutions are fixed and predefined. In this case, the only thing other than the existing resolution a supervisor can offer is a sincere apology. Sometimes, this apology sounds quite fake and monotonous, which further fuels the agent. Supervisors can be more sincere in their apologies. Also, they can mention that they will take it as feedback and pass it to the higher level. This can help in reducing the drawbacks associated with an escalated call.

5. Never be rude to the client

This is the last thing a customer would expect and accept from any call center employee. The responsibility of a supervisor is even higher and there is no scope to get rude to a client in any case. Being polite, humble, and empathetic is the demand of their role. This applies to both clients and agents. Escalation call meaning an infuriated client, which may lead supervisors to lose their patience. However, it is not at all acceptable behavior and it may spoil the whole effort done by the agent, supervisor, and other team members. Thus, rude behavior has to be avoided at any cost.

Conclusion

Call centers have several aspects to deal with and escalated calls are one of the most common challenges faced by them. Always keep in mind that you cannot avoid them 100%, but you can definitely reduce the call escalation rate with the right training, tools, and attitude.

Using the right attitude to handle this type of call in the amalgamation of the best tools and a knowledgeable team can help in reducing the devastating impact of this type of call.

Technology tools can play an effective role in achieving the benchmark of call escalations. DialShree: Omnichannel Contact Center Solution has an inbuilt knowledge module to keep your agents well acquainted with the required knowledge and information to handle clients. It also has AI and other quality assurance tools to boost customer satisfaction without involving supervisors. Contact us to know more about this software and how it can benefit your call center. Book a demo NOW!

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The Most Important Call Center Technology Trends of 2023.

Call Center Technology Trends of 2023

Each year, the call center industry faces new trends and challenges and 2022 was not at all an exception. The challenges continued to evolve and technology constantly helped in overpowering them. Excellent call center services are necessary, but still elusive without the right implementation of the call center technology. Things in this industry change at supersonic speed and several external factors affect the technology implemented in the call center software. Thus, even if you did buy the best call center solution last year, you may need to scrutinize the performance and technology of that software to add the missing pieces and stay ahead in the game.

To help you in this journey of being competitive in this emerging yet rapidly changing market, we have jotted down the list of top 10 call center technology trends that will define the future of communication in 2023 and beyond. Your call center solution must have these trends implemented in it to enjoy the top position and excellent returns.

1. AI in call centers

Artificial intelligence (AI) driven tools are often considered a luxury by businesses, but things have spectacularly changed in this area. AI has paved its way into the call center industry to become one of the latest and stable trends in call center technology. From employee helpdesk to customer care, automation, and multiple other aspects of a call center are influenced by AI. As per the statistics, 68% of customers love to interact with chatbots as they are fast in responding and customers don’t need to wait in the call queue. Other AI factors like voice analysis, IVR support, voice assistant, etc. integrated into an AI call center solution is going to be a definitive trend in 2023.

2. Omnichannel communication

It is not an unforeseen trend. The use of an omnichannel contact center solution has been recommended by experts for many years. It streamlines communication across different touchpoints to give a holistic view to the agent. It will become one of the leading call center technology trends in 2023.  

3. Big data analytics

Whether a call center focuses on generating leads or wants to improve customer experience, analytics can be a driving factor. This is the reason it has started becoming one of the top call center trends in the industry. Nowadays, a call center software solution incorporates more than just reports. They give big data analytics, so call centers can reduce operational costs, increase productivity, and improve overall contact center performance. 

4. Digital scorecard

This has become one of the top call center technology trends as it lets supervisors have a quick view of various performance metrics as a whole such as:

  • Different operations in call centers
  • Performance of agents
  • Customer experience 
  • And more

Already businesses have started implementing this trend in their solutions and it will become one of the top call center trends in the upcoming years.

5. Cloud solutions

It is another trend in the call center technology industry, which is here to stay and be more popular. The COVID 19 pandemic has become one of the most powerful contributors to the increasing popularity of cloud solutions. With the compulsion of using this technology, this trend has proved its worth in increasing ROI by reducing overheads and increasing reach to the world level talent for users. It also improves the overall contact center performance as it guarantees 99.99% of uptime SLA (Service Level Agreement).

6. Self serving tools

If you want to focus your energy to improve customer experience, then you have to adopt this trend in your business. The fundamental self serving tools such as an IVR (Interactive Voice Response) system have been in the industry for many years. Modern customers are not satisfied with this common tool for automated query resolution. They need something more than that and it can be possible with the adoption of the latest call center technology trends in this direction such as chatbots. Chatbots are more interactive and engaging and make things faster with their smart way of responding.

7. Social media engagement

Social networking websites have become part of the routine life of consumers. People use it not only to stay connected with their family and friends, but also to share their experiences and stay connected with their favorite brands. Whether you are delivering customer experience on social media platforms or not, your customers and followers would be talking about you. Thus, social listening is a necessary thing to stay on top to improve customer service game. That is why it is becoming one of the top call center trends. Integration of social media platforms into your solution is possible, so you can manage communication with clients and followers using the same software. 

8. Security

Security and data privacy are two increasing concerns in the call center industry. This software is also used in businesses that handle highly sensitive client information such as healthcare and Fintech. Data leaks or stealing can be major concerns of users in these industries. Thus, one of the leading trends in this segment is consolidating security to protect data from any type of leak, stealing, or hacking. Many providers and cloud platforms have already implemented the world class security mechanism. If you have not yet moved cheese in this direction, this is the time to seriously think about this call center technology trend to improve customer service in the real sense.

9. Advanced learning tools

As per the statistics, 94% of agents would love to stay with companies that invest in their learning. As you can see the number is so huge that you have no chance to ignore this trend. To retain experienced and skilled agents with your firm, you have to work on implementing self learning tools for your agents. You can also use a scorecard for agents’ performance tracking and improvement. But, there is no scope of overlooking this trend.

10. Automation in process optimization

Last but not the least is automation in optimizing day to day processes. This is necessary to give work life balance and more productive hours to your team. The call center technology trends have already introduced the top business tools to implement in your software to improve performance with well defined process optimization. CRM and CTI integration are two popular tools in this area. They automate pushing data from one system to another, so agents don’t need to enter data manually. There are several similar tools that can automate processes to improve efficiency and accuracy. 

Wrap up

The competition in the call center industry has always been at its peak. Even the COVID 19 pandemic, which broke the backbone of many businesses, could not affect this industry negatively. This gives a real reason to be here. But, just being in this industry would not be enough. You will need to constantly put effort to stay competitive. This is possible by leveraging the power of emerging call center technology trends.  Your software and business must gain sustainability by incorporating these trends, so you can deliver exceptional customer experience, elevate the delight of agents, and increase your overall performance. We, Elision Technologies, have always been staying ahead in this game of identifying and incorporating the top trends in call center technology. We have integrated artificial intelligence, analytics, self serving features, cloud hosting, social media, and all top 10 trends along with multiple other technology advancements in our software, DialShree. To explore more and initiate discussion, Get In Touch With Us.

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Phone Number Masking, The Definitive Guide: What, Why and How

Phone Number Masking, The Definitive Guide: What, Why and How

Security and privacy are two major concerns of businesses and end users. The phone number is one of the most exposed items in today’s digital world. From registering for a simple app like WhatsApp to making purchases online, paying money digitally, looking for directions, or even some other tasks, consumers use their phones and in more than 80% of cases, they need to use their phone number. This exposes their phone number to many sources and often, these consumers fall victim to data breach, stealing, and misuse. Thus, using masked phone numbers has become inevitable.

If we talk about businesses, the legislation has become stiffer towards them. Companies that deal directly with consumers via telecommunication have to follow certain security measures set by the government to keep consumer data protected. Phone number masking can be a great way to do that.

We will cover all aforementioned points in this blog post to give you insight into this really important tool that any business can use to protect the interest of its customers, business, as well as, agents.

What is phone masking?

Many companies run telemarketing and customer care campaigns, in which it exposes the complete database of client details. On the other hand, utility apps and on-demand services like cab services, food service, etc. usually connect the agent and customer with each other. This exposes the number of both parties. This often causes various issues along with data theft and misuse threats. To prevent this major challenge, phone number masking is used by businesses to add an added layer of security to protect the interest of everyone.

In simple words, phone masking is the process of hiding the real phone number of two parties that are communicating with each other using their own phone devices and numbers. The number displayed on the caller ID of the next person is called a masked or encrypted phone number.

If we look at the technicalities, then it is one of the powerful VOIP solutions that create a communication bridge between an agent and customer who are indulged in a conversation. A third party bridge gets created by the provider and a proxy number is displayed to the caller and callee. This way both parties can have a conversation without disclosing the real phone number to each other.

How does it work?

The concept of phone masking has been in the industry for many years, but now due to the increasing demand for secure communication and the inclining favor of consumers toward data privacy, this concept has become more popular. There are many companies that offer either a solution or phone numbers that are masked. Your business can choose to use either the number or solution depending on the application and utilities of these numbers.

How does phone number masking work?
How does phone number masking work?

You must be curious about the fact that how this whole concept works. Here is a stepwise guide on how it works that is simplified by our experts for you.

  • There will be a pool of short lived masked phone numbers.
  • Whenever there is communication needed, one of the numbers from the mentioned pool of numbers will be picked by the system automatically. To use this facility, the customer and agent have to communicate via your application that has this facility of masking the phone numbers of both parties
  • This number will act as a bridge between the customer and the agent and their calls will be routed and connected with each other via this proxy number. Both can have a conversation as they would have normally
  • Once the call is completed and disconnected, the proxy number will be removed from the list and discarded.

This means at the end of the conversation neither the agent nor the customer will be able to connect with each other using the same number. If they need to reconnect, they can by using your business app, which will generate another bridge for communication.

Why should a business use masked phone numbers?

There are multiple reasons to use this mechanism and the top 3 reasons to use these numbers are briefly explained hereunder:

A. Data privacy

As we have been emphasizing, the first and foremost reason to use this number is data privacy. It will protect the phone numbers of your clients as well as your agents from any mishaps. Neither a third party hacker nor your own agent or customer can misuse the contact details, which can blot your brand name. All thanks to phone number masking.

B. Protected business model

In India and many other countries, stealing clients is common for cheap benefits. The phone number maskings help in protecting your business and revenue from this kind of issue. As nobody gets the actual phone number, further discussions on making cheap deals are near to impossible. This helps in protecting your business, revenue, and business model.

C. Simplified call tracking

Many businesses need to track calls to ensure the quality of service other than other business advantages. If your agents’ direct numbers are involved, it becomes difficult to record all calls for quality checking. However, with a phone number masking solution, this is easy. You can log all call details, as well as, you can record each call to analyze them later on for quality assurance.

Common utilities of phone number maskings

There are several use cases of phone number masking in today’s digitized and mobile world. Three major utilities are briefly explained hereunder:

1. Call center

One of the major use cases of this concept is in call centers. By masking the numbers of customers and showing a proxy number to agents in the call center solution, call centers can protect the interest of clients. In inbound, outbound, or blended campaigns, the numbers of clients will not be shown to the agents.

2. Cab services

Communication between a cab driver and a customer can be made easier with the proxy numbers. Whether a cab driver is stuck in traffic or if the pinned location needs to be changed by the customer, proxy numbers can help them communicate flawlessly without any hassle.

3. Delivery services

Whether you offer food delivery, couriers, or any other type of delivery service, your team will need to communicate with your customers for directions, availability, etc. The masked numbers will make it easier for them to catch up and deliver things on time.

Wrap up

Phone number masking not only gives security to your customers, but it also gives them the confidence to use your offerings as they find them safe. Moreover, they can leverage several other advantages by keeping their identity anonymous. On the other hand, with this nominal investment, your business can build a secure business brand that only emphasizes quality of service, but also emphasizes quality of experience. You would be one of those top brands that care for their employees and customers.

We, Elision Technologies, offer the best phone number masking for several businesses. There are already several utilities, on-demand, banking, and other businesses that use phone number maskings from our business. Let our team share more details, use cases, and advantages of this concept in regard to your business. So what are you waiting for? Book a demo Now!

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We Have Launched Communication Tools for Banking Industry

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We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.

Some of the major FINtech organizations are listed below:

  • Banks
  • Robo-advisors
  • Insuretech
  • Crowdfunding platforms
  • NBFCs (Non-banking Financial Companies)
  • And more

All this can use one or more communication tools for the banking industry.

Let us briefly explain the tools available to the banking industry to enhance and streamline their operations, improve productivity, enhance customer satisfaction, and more.

1. Omnichannel contact center solution

Banks and other FINtech organizations often need contact center software with the support of unified communication channels to provide a better customer experience. This solution is also important in assuring fair usage of telecommunication infrastructure in banks by employees. PCI compliance to keep information private and confidential is also necessary and our omnichannel contact center solution does this job at its best.

2. Collection module

We integrate the collection module into the call center solution with call center collection module integration services. The integrated solution can help in enhancing collection campaigns. It can reduce some manual operations that are tedious and repetitive. It can also automate some jobs to save the time of agents and run collection campaigns more efficiently to increase collection.

3. IP PBX solution

The banking staff needs a reliable yet cost-effective means for internal communication and collaboration. Our offered IP PBX solution for the banking industry does the same job with its excellent features. It contributes to consolidated communication and collaboration for banking staff within the same branch or among multiple branches with a multi tenant IP PBX solution.

4. CRM solution

In any banking or financial organization, keeping a complete customer record is necessary. Along with financial history, some other details may also require to keep customers happy and processes accurately. To meet this need of FINTech organizations, we offer a custom CRM (Customer Relationship Management) solution. This software can be used to store complete information of the customer.

5. Video conferencing solution

Some banks have started supporting video KYC (Know Your Customer) processing. The banks can use our video conferencing solution for KYC verification without requiring the customer to visit the branch. This will add both, convenience and flexibility to the process. This solution can also be used in multiple other jobs such as remote banking services.

Wrap up

These are the five tailor-made communication solutions developed for the banking industry. It can be used by any bank or finance company. We offer it as a suite of software solutions, as well as, we also offer these solutions as independent solutions. All of these solutions are PCI compliant and can also support encryption of information if required. These solutions are highly scalable and secure. We assure 99.99% of uptime for these solutions as we understand the importance of high uptime and service level agreement.

If this interests you, contact us. Let’s discuss your requirements in detail. Contact us.

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How to Select the Best Call Center Solution India?

India has the fastest growing call center industry. The call centers and BPOs are at the peak and it will be in the future as well. The call centers need investment, skilled staff and advanced tools to achieve success. The India government has allured many investors with flexible legislation of foreign investment; India has highly skilled and passionate youth and the tools are available from reputable vendors. However, in the selection of investors, team, and tools, you need to be careful to assure long term benefits for your venture. In this article, we will share the top 4 tips to choose one of the most important tools for a call center or a BPO, namely, Call Center Solution India.

There are many vendors that claim to offer the best call center software, but how to decide which one is actually the best for an Indian call center or a BPO. This article talks about 4 major things to look for at the time of the call center solution selection.

1. TRAI Compliance

Each country has its own telecommunication rules and regulations. In India, we have TRAI (Telecom Regulatory Authority of India) that defines the telecommunication rules. As a call center and a BPO need to run calling campaigns, they have to follow the rules set by TRAI. A majority of call center solutions in India is built for international audiences. Thus, it is very important to see whether the call center solution India complies with the compliances set by TRAI or not. Just for your better understanding, in India VoIP is not legal for call centers and a majority of call center solutions are built for SIP calls. Thus, you need to discuss with your vendor how they will adhere to the TRAI compliance without ignoring any legal aspect. You can also see their portfolio for Indian clients to assure they are the best provider for you as they have experience catering to Indian clients.

2. Call Center Software Features

There are many companies that offer the best call center software India and they will allure you by showing a wide range of features. However, it is possible the call center software misses some vital features to run routine campaigns in India. Thus, critically review the features of the offered call center solution. Make sure to match it with your future calling campaigns need. You can also ask for a product demo to get a live experience of each feature and see if the call center solution India is furnished with all features or not.

3. Turnkey Contact Center Solution

To set up a call center or a BPO, you will need hardware along with the call center solution India. You will require a gateway, router, IP Phone or similar hardware to set up the call center / BPO infrastructure. There are very few vendors in India that offer a turnkey contact center solution aka call center software and hardware. You should choose this kind of vendor to keep yourself free from the hassle of multivendor management.

4. On-site Support

If you are buying a call center solution India from an Indian vendor, it would be great if the vendor also offers onsite installation and support services. The reason is call center software can be installed remotely on your server, but to set up a complete call center / BPO infrastructure, you will need a technical engineer. You may hire a local, but the one who has developed the call center solution India and also offering hardware, they must be more accurate and fast in setting it up. Of course, it may cost additional, but it is worth an investment.

Concluding Note

When you are choosing a call center solution India makes sure to select a vendor for the long term. Also, the vendor should be capable enough to satisfy your needs on a timely basis.

We, at Elision, have one of the best call center solutions India and we also offer a turnkey solution with onsite support, if needed. Also, we have provisioned our call center solution to many big brands in India that are reflected in our case study section. To book a free demo and discuss your requirements, contact us!

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Top Tips to Keep Your Call Center Operational during the Pandemic

COVID 19 pandemic is going on and there is no clear indication that it is going to fade away soon. The numbers of cases and severity because of it are increasing like anything. The WHO has clearly indicated that it will take time in getting things under control and possibly the effects of the world novel Coronavirus are still going to shake the world for some time. In this situation, it is necessary for businesses to take the required steps to keep them going.

We offer the best call center solution to businesses and that is why we work closely with the call centers, BPOs, and similar businesses for more than 12 years. Based on our rich experience, here are some of the tips, we would like to share for call centers to keep operations going on and business running:

1. Go Remote

There is no question about do you have lockdown in your region or not. You must go remote. The call center solution can be moved to the cloud to take advantage of cloud telephony. “Remote Agent” add-on can let your teamwork from home. Going remote even if there is no lockdown would be a wise decision as this way you can assure the good health of your team members and yourself as well. At least, until things are very much under control in your country adopting the remote work model would be a good move.

2. Train agents

The remote work model is new for many call centers. Agents might not be comfortable working from home or they may have certain restrictions, which stop them from delivering good productivity. Thus, it is necessary to train agents to work in this type of setup and still delivering high performance. Also, give them clear guidelines about what would be the working hours and how they should be performing to get full salary and continuous work.

3. Use the power of omnichannel call center solution

The omnichannel call center solution is a call center software that supports all communication channels, including, calling, SMS, WhatsApp, Facebook, Twitter, Email, Fax, etc. Even if you do not use this type of call center solution in general, you must adopt and use it during the current situation of the pandemic. It will help you in multiple ways.

4. Closely monitor and coach

Similar to in-house call centers, the virtual call centers also need close supervision. The supervisors should use different features available in the call center solution to monitor the performance of agents, the ratio of customer satisfaction, etc. Based on the data, they must also take the required steps to coach agents so they can improve and perform better.

5. Encourage agents

As mentioned earlier, it is not easy for all agents to work from home. Some of them find it distracting or overwhelming. Thus, it is necessary to encourage them with certain fun activities and giving rewards.

If you want a reliable call center solution that can help you have a high performing remote working model, contact us.

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Call Center Solution India Offered by Elision Benefits Indian Call Centers

India is one of the countries that are dealing heavily with the world novel Coronavirus. The country has many big units and industries that keep this country on the list of one of the rapidly growing countries. However, due to COVID 19, these industries are stopped working as part of the preventions taken by the Indian government. The PM of India had announced the lockdown of the whole nation for 21 days on the 25th of March 2020. Then after, he extended the lockdown for 19 more days. The government of India is taking all necessary steps to control the whole situation. However, because of the nature of this novel virus, things are still misbalanced.  In this situation, the businesses are trying to adopt different approaches so the work can go on and the economy of India can also be supported.

Being one of the leading unified communication solution provider companies, we have been working to help our clients and the country with our technological strength. There is also a smart city in India that uses our help desk ticketing solution along with the call center solution to handle the customer concerns. Our call center solution is one of the most advanced tools we offer to our clients.

Call center solution India is a specifically designed call center software for Indian call centers, BPOs, customer care centers, customer support centers, KPOs, and similar businesses. The call center solution India offered by us is built to offer robust, scalable, and secure call center dialer with a wide range of features to benefit call centers in India.

By keeping the current situation of extended lockdown in mind, we have been offering the “Remote Agent” module. This module of the call center solution allows call centers to take advantage of cloud telephony. For call center solution India, we have made guidelines to cater to the customer based on the custom needs with the least wait time.

Our team members have achieved remarkable business process continuity for our more than 80% of customers. Our team makes the required changes to shift an on-premise call center to the cloud call center dialer. The team of Indian call centers can access the call center software and keep campaigns running from the remote locations. Our advanced security module assures the high security of the call center software and data stored in it.

In India, there are many areas, in which the internet is not stable. If the team members of an Indian call center deals with such a situation, we can make configurations in a way that the agents can work from home even when the internet does not of high bandwidth.

One more concern for the call centers in India can be having agents that have no access to the internet or having no computer or laptop in the home. In this situation as well, the call centers can keep its campaign running. Our experts set up cloud call center dialer in a way that agents can attend calls directly from their phone.

Contact us if you want to keep your call center in India running even during the lockdown. We can help you.

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Use Cases of Call Center Solution in Smart Cities

The first thing you need to understand here is that a call center solution developed for smart cities will have some exclusive features unlike other call center solutions available in the industry. These features get developed to provide the required exclusive functional capabilities to the smart cities and to consolidate the security of certain assets such as data, call logs, etc. We will refer to this call center software as a call center solution for smart cities in this blog.

The call center solutions for smart cities have many utilities in the smart cities. Let us share the major use cases aka utilities of this software in smart cities.

Public grievance readdressal

In smart cities, the government provides grievance readdressal services to citizens. In smart cities, usually, everything is centralized. Citizens or anyone seeking grievance readdressal can call on the single helpline number given by the government. The complaint will be registered and passed to the respective department for readdressal. Moreover, whenever the citizen wants to check the status of the raised concern, the call center will also provide the status update. The call center solution for smart cities gets used in grievance registration, status update, and similar job.

The call center solution can be used to lodge complaints and grievances related to any issue such as drainage, electricity, water supply, traffic, road, etc. faced in the smart cities.

We have provisioned the call center solution to GMDA (Gurugram Metropolitan Development Authority). Read the complete case study, here.

Emergency services

In any city, the public needs some sort of emergency services such as an ambulance in case of a health emergency, a fire brigade in case of fire or similar circumstances, police in case of harassment, violence, and similar cases. Unlike traditional cases in which often there are different numbers for different departments, the smart cities usually have a single helpline number for citizens or tourists. The call center solution gets used here to take advantage of any sort of emergency services. The call center in the smart city arranges the required help from the respective department.

We have catered a call center solution to the Agra smart city. Along with many other usages, it also uses this software to provide emergency services such as services related to COVID 19. Read the complete case study, here.

Help desk services

In some cases, all a citizen or a tourist in the city needs is information. Usually, it becomes difficult to reach a help desk and get information remotely. Visiting the help desk physically becomes tedious and time-consuming. To overcome these challenges, the smart cities offer information on the call. Here also call center solution gets used. The use of the software is for two way communication. Therefore, sometimes the government of the smart city also runs campaigns to pass information to the citizens such as information related to COVID 19 vaccination.

There are many use cases of the call center software for smart cities. Contact us for more details.

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Benefits of Smart Grievance Management Solution in Government Industry

The government-industry has started using smart tools. Smart cities are furnished with smart city solutions, which are technology inventions, to make smart cities empowered. These tools are not limited to smart cities. In India, many departments in the government-industry use different technology solutions. One of the most powerful and beneficial tools for the government-industry is a smart grievance management solution.

It is a completely personalized system developed by the technology experts of Elision to empower smart cities and other government departments in India and abroad. The smart grievance management software can be used in any other business as well to enhance the grievance management process.

Top benefits of using the smart grievance management solution in the government-industry:

1. Automate some operations of grievance management

The smart grievance management solution can be integrated with any other software such as a call center solution, help desk app, citizen dashboard, etc. When a grievance ticket gets raised by a citizen via any predefined ways, the smart grievance management solution will automatically assign that ticket to the concerned person in the concerned government department. It will also send regular updates via SMS to the citizen to keep him posted about the updates happening related to his complaint.

This software can also trigger a notification if the designated government officer fails to resolve the issue within a predefined time to the higher authority.

2. Reduce delays in grievance management

As multiple operations in the grievance management process get automated using this smart city solution, the delays in resolving a complaint get reduced. It also triggers automatic alerts for seniors to ensure the tickets get resolved within the standard time. This can help in better handling grievances and reduce delays happening for any reason.

3. Enhance the citizen experience

The citizens receive a ticket number via SMS once they raise any grievance. This ticket number, in simple words complaint application ID, can be used by the citizen to check the status of the complaint whenever he wants to. If the smart grievance management solution is integrated with a call center solution, the citizen can also check status via IVR. Moreover, the smart grievance management solution will also send notifications via SMS to the citizen about ongoing updates. All this will keep citizens informed that their grievance request is under process and will be resolved soon. Moreover, this platform reduces the delays in ticket resolutions. Thus, a majority of tickets will get resolved within a stipulated time. This will enhance citizen delight.

4. Resolve common issues completely

It shows data of all raised, solved, and unsolved grievances. This can help the government departments or smart cities to take the required steps to resolve common issues. This helps in removing common issues and also delights citizens.

The smart grievance management solution has many benefits to offer to the government-industry. It can help in enhancing citizen experience and streamlining multiple operations related to grievance management in a smarter way in any government department or industry.

Gurugram is one of the smart cities that are already using this smart grievance management software to handle grievances more efficiently. Contact us to know more about this platform and how it can help you.

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