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Category Archives: Call center CRM integration

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Call Center CRM Integration Empowers Agent Teams

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Call Center CRM Integration Empowers Agent Teams

Agents are the face of any call center. They communicate with real customers and future clients. They contribute to converting more sales and retaining existing clients with exceptional customer care services. Along with using their skills at their best, a call center also needs to buy the best call center solution and other tools to support agents. Some call centers have even started using AI voice analysis for call centers to empower agents with real customer sentiment and experience values to deliver better services.

Call center CRM integration is one of the traditional yet still most effective and affordable tools for call centers to empower agents. The call center software providers will integrate a CRM solution into the call center software. This provides multiple amazing features and benefits to help agents work more efficiently and productively.

Let’s explore how it happens.

1. It provides more details about the client

Each call center solution, whether on-premise or cloud based contact center software, will have some details about the client, including their profile and disposition message. But, it would not store more details about clients, such as preferred items, buyer’s journey, number of contacts to call center, etc. All this information will be available in the CRM system.

Call center CRM integration will fetch all important information about the client on a live call from the CRM system within call center software and show it as a CRM popup. This will save the time of agents from toggling back and forth between a CRM and call center solution. This will provide context to the agents to have context driven conversations with clients.

2. It provides additional features

The call center CRM integration is not only about showing some information from CRM into the contact center solution, but it is much more than that. It has some amazing features to empower agents with automation and work efficiency. From a cloud based contact center solution that is using call center CRM integration, agents can use CRM features as well. For example, if there is a new client connected to the contact center and there are no details about that client in the CRM software, an agent can create a new customer record within the call center solution and it will also be created in the CRM system. The CRM system will also have added features like click2call to let agents make a call without leaving a CRM system. It will also show the call center dialer widget in the CRM software to provide dialer features in the software.

3. It saves time of agents to increase other KPIs

Agents don’t need to make double entries in both CRM and call center solutions. They will also not need to make edits in both systems. The call center CRM integration will automate this operation. This will save a lot of time of agents, which agents can invest in attending more calls and increasing major KPIs.

If you want to empower your agents with call center CRM integration, contact us.

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Top 3 Key Benefits of Call Center CRM Integration for Call Centers

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For any call center the most important thing is to increase the success rate and for that a majority of calls have to give “First Call Resolution” to the callers. There are many actions that the call centers can take to take required steps in achieving the goal of increasing first call resolution. One of as such action that the call center can take is integrating the call center solution and CRM system with the expert call center CRM integration service. The call center CRM integration provides some special features which are not available otherwise. Once you get those features, you can gain many benefits to increase the success ration. In this article, I will share the top 3 key benefits one can leverage with call center CRM integration.

1. Increased accuracy

A majority of customers complains that the agents in the call center don’t hold enough knowledge of the product or service they offer. This issue arises because the agents take more than usual time in finding information to provide the same to the customer or they fumble while giving the information. This problem can be removed with call center CRM integration. Once this integration is done, the agents will see a lead record pop-up once the call is connected. This popup will provide the quick information of the customer which is fetched from the CRM solution within the call center solution. Moreover, this information will be highly accurate as after call center CRM integration, both systems will have real time information at all the times.

2. Increased agent morale and productivity

The quick access to crucial customer information will provide the required confidence to answer the customer. Moreover, the agents can increase the satisfaction of the customer by providing personalized answers. The increased call success rate will build confidence in the agent as well as it will boost his morale, which will further increase the productivity of the agents.

3. Reduced expenses

Increased accuracy, customer satisfaction and productivity of the agent will result in better performance with minimum resources. Moreover, the call center CRM integration provides features like automated lead record update in both systems. This will further reduce investment on the resources. This way the call centers can save a lot of money on resources which can be used in other important areas for growth of the call center.

These are the top 3 advantages one may receive with call center CRM integration. These three benefits bestow many other benefits to the call centers such as,

  • Increased customer satisfaction
  • Increased agent skills
  • Increased first call resolution ratio
  • Reduced call wrap up time
  • Increased business
  • Increased returns over investments
  • And more

We have expertise in call center CRM integration. Our years of experience has enabled us to perform integration of any proprietary or open source call center software with any open source or third party CRM system. To know more about our call center CRM integration services, please visit https://www.elisiontec.com/products/crm-widget-solution/

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Major Advantages of VICIDial vTiger Integration for Call Centers and Enterprises

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Major Advantages of VICIDial vTiger Integration for Call Centers and Enterprises

VICIDial and vTiger are well-known open source solutions. It is largely in use by small to big-scale enterprises. VICIDial is a very popular contact center solution that can provide a robust platform to run a small to large scaled customer care center. On the other hand, vTiger is a powerful customer relationship management solution that can make lead management simpler and accurate. The VICIDial vTiger integration bestows a prevailing tool to a call center, customer care center, and sales department of any enterprise. (more…)

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Stepwise Guide to Open a Call Center Startup

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A Step-wise Guide To Open A Call Center Startup

The call center business has always been in demand. These days it is evolving at a rapid rate because companies need professional customer care executives to take care of their customers and their concerns. For businesses, a more convenient option is to outsource customer care and support tasks to a call center than opening a complete call center, recruiting and managing agents, buying software like call center software, CRM solution, etc. This has opened doors of opportunities for many aspiring business owners.

Yes, you can be the next successful business owner. You can start a business by opening a call center. You can get local and international contracts for customer care.

Thinking about the budget?

Guidance?

And other similar questions?

Worry not!

We, Elision Technologies Pvt. Ltd, have helped many companies to start a call center department or business. We can help you with our more than a decade-long industry experience.

If you are starting with a good budget, then you should buy the best tools and hire the most skilled and experienced agents. We can help you in the process with a free consultancy service, get in touch.

But, if you want to start with a low budget, then the plan should be more strategic and cost-effective. Let me help you with a step-wise process:

Complete legal formalities first

The call center is not a freelancing business; it is a full-fledged business. Thus, according to your country’s law, you should get a license and finish the required legal formality.

Hire limited staff

You will need agents to handle calls and they must be well trained and skilled. However, until you get a handful of projects you can start slow. Hire limited agents. Once you get one or two projects, please make sure to hire more agents and supervisors. Don’t wait until you get too much of load to handle.

Start with open source software

To open a call center, you will require more than one solution such as a call center solution, CRM solution, Helpdesk ticketing solution, etc. based on your service area. The custom solution can be heavy on the pocket. Thus, you can use open source solutions. The open source solutions are free to use and you will get almost all required features to support your startup. All you need to pay is a setup fee to the developers who will install it for you. Below is the list of two most important open source solutions you must have:

  • VICIDial: Call Center Software
  • vTiger: CRM Solution

Customize the open source solution

This is really beneficial to invest some money in customization. The open source solution will not have all the required features. With customization, you can get those missing features. For example, VICIDial doesn’t come with a sticky agent feature. The VICIDial customization will get that feature for you. Your investment in customization will help you,

  • Providing better service
  • Increasing productivity
  • Increasing business
  • Thus, you must customize your open source solutions

That’s it! You have a pathway to start your own business as a call center with a limited budget. Still, having any confusion or query? Contact us.

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How to Increase Customer Retention Using a Call Center Solution?

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Increase Customer Retention Using a Call Center Solution

In today’s fiercely competitive market, retaining customers can be a great strategy. Therefore, businesses have increased the focus on improving the customer retention rate. Along with loyalty programs and other strategies, using the right call center solution and its right features can also help in increasing customer retention.

In this blog, we will share how you can use a call center solution to improve customer retention.

Add omnichannel communication into the call center solution

Gone are the days when customers were ok visiting a branch or staying on the line for a long to get connected with the agent. Now customers directly go on social media sites like Twitter and Facebook and start sharing their bad experiences. Thus, reducing the wait time to connect to the customer support agent is necessary. Adding unified communication into the call center software can help here.

A call center solution has a wide array of features to benefit businesses in several ways. Learn how a call center solution and its different features or characteristics can be used to improve customer satisfaction and retention. supports unified communication channels, so customers can be served through their preferred communication channel. This will also distribute the volume of customers and reduce waiting time on all communication channels. This can help you deliver better services and increase customer retention.

Use CRM integrated call center solution

Call center CRM integration can be used to show more details about the customer during a live call. This information can be used by agents to deliver personalized responses to customers. This will make them feel valued and help in increasing customer satisfaction and retention.

Reach out to customers

Many businesses are aware of the glitch happening or to happen. For example, system updates may get the website down and customers cannot use it for some hours. Instead of randomly making changes, defining a specific time and informing customers about the downtime, change in fee structure, or any other information can add value to the customer experience and help in increasing customer satisfaction. Voice broadcasting and SMS broadcasting are two important features available in the call center solution that can be used to reach customers without occupying agents in it.

Running occasional surveys, collecting feedback, and running similar campaigns to stay connected with customers and letting them realize that you care for their business can help you increase customer retention. The call center solution offers modules like Survey module and features like predictive dialer, auto dialer, outbound IVR, etc., which can help you run this kind of campaign.

Focus on KPIs and improving them

The call center solution also shows a wide array of reports. These reports can be used to measure and monitor KPIs related to customer experience. Along with monitoring, a business can take the required actions to improve these KPIs. This will also help in improving the customer retention rate.

Conclusion

In a nutshell, a call center solution offers various features and modules to let businesses deliver excellent customer services. Moreover, this software can be used to build a strong customer relationship. All these can help in increasing customer retention.

We have a call center solution, which has proven its worth in increasing customer satisfaction and retention. For more details, contact us.

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Benefits of Using Secure IVR of DialShree: Call Center Solution in Banks

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Benefits of Using Secure IVR of DialShree

DialShree is a popular call center solution, which is used in all industry verticals. It has a wide array of features and each feature is crafted with an excellent and advanced functional logic. Therefore, even a standard feature of DialShree: call center solution provides superior functionalities.

In this blog, we will share how an IVR (Interactive Voice Response) feature available in the call center solution, DialShree benefits banks in multiple ways.

PCI Compliance and other security norms

  • Banks and all other organizations that include financial transactions need to follow PCI compliance.
  • IVR feature along with other features offered in the DialShree, call center solution for banks are PCI compliant.
  • All transactions carried out using IVR of this call center software encrypt sensitive data to provide the highest security.
  • This call center solution also integrates worldline.com to provide further security and comply with the PCI rules defined for banks and the finance industry.

Automated operations

IVR of DialShree automates multiple operations. Customers do not need to wait in the call queue to get connected with the bank representative to take some important and in some cases, emergency action such as:

  • Hot marking a credit card or a debit card
  • Disabling a net banking account
  • Canceling a cheque
  • Reporting a transaction
  • Checking account balance
  • Requesting a passbook or cheque-book
  • Requesting a new debit card
  • Fetching last 10 transaction
  • And more

Improved customer satisfaction

  • With this feature of the DialShree: call center solution, customers can take multiple operations autonomously. They do not need to wait in the call queue and they also do not need to visit the branch office.
  • Customers can also request a call back in case they need to talk to the bank representative. In this case, this call center solution automatically calls the customer who requested a call back when the executive is available to take the call.
  • All these and multiple other functionalities supported by IVR of DialShree make the customer experience seamless and improve customer satisfaction.

Increase productivity and performance

  • As banking staff or agents do not need to stay on the line answering repetitive questions or taking some predefined actions, there is a lot of time saved.
  • The saved time can be used in running other campaigns like selling banking products using other features of the DialShree call center solution like predictive dialer, auto dialer, hotkeys, call script, etc. This can help in increasing productivity as well as performance and sales.
  • The call center CRM integration can further increase productivity and performance.

IVR can perform multiple other jobs

The IVR of this call center solution can perform many other actions like:

  • Connecting a customer to the right agent if required
  • Collecting feedback from the customer
  • Running a survey
  • Sending alerts, notifications, reminders, etc.
  • And many more

Conclusion

In summation, there is much an IVR feature can do for a bank and similar financial organization.

DialShree: call center solution has many amazing features along with an IVR. It has many more automation features like voice broadcasting, auto dialers, auto record update, etc. Contact us to book a free demo and consultation call to experience the power of all features of this call center solution.

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Tips and Tricks for Outbound Call Centers

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Tips and Tricks for Outbound Call Center

Outbound call centers often face more challenges than inbound call centers because they often focus on difficult goal conversion. Outbound call centers may run campaigns to increase collection, sales, lead generation, etc. These campaigns need skilled agents and the best call center solution. Along with these two, some expert tips can help outbound call centers to thrive.

We have been offering different unified communication solutions like an omnichannel call center solution to outbound call centers for more than 13 years. Based on our years of experience, we have some tips and tricks to share that can help you flourish if you have an outbound call center.

Choose the right auto dialer

The role of an auto dialer in a call center is quite important. The auto dialers automate dialing the number and connecting agents to prospective clients. Many auto dialers can skip the calls that reach the voicemail, IVR, busy tone, etc. In a call center solution, the outbound call center finds multiple auto dialers. Each auto dialer has its own characteristics and benefits to offer. It becomes necessary to understand the functioning of each auto dialer and use the right one based on the nature of the campaign.

For example, cold calling or telemarketing campaigns can use predictive dialer. On the other hand, if you are dealing with warm leads, you should use a preview dialer. You can run A/ B testing with different auto dialers to examine what works best for your campaigns. The key to success here is a selection of the right auto dialer.

Crisp call script

Call script can make it or break it. People are distracted and busy. Grabbing their attention and evoking their interest or making sure they are listening to the message is a tough job. As per the experts, the first 30 to 60 seconds are crucial. The call script has to be crisp and engaging, so attention can be grabbed. The agents should also be trained to use personalization in their pitch. Personalization helps in increasing interest.

Use omnichannel call center solution

Nowadays, reaching prospects or customers is not enough. The outbound call centers need to make sure they reach out to the prospects and customers at the right time and using the right platform. Nowadays, there are several communication channels available such as WhatsApp, social media, SMS, email, etc. It is necessary for outbound call centers to use an omnichannel call center solution, so customers can be reached out via their preferred mode of communication.

Be tight in follow-ups

Whether you run a collection agency, telemarketing company, or any other campaign in your outbound call center, you must know that follow-ups are very important. Use callback scheduling and unified communication channels to send tight follow-ups.

Concluding notes

Along with having the best call center solution and skilled agents, outbound call centers need to take care of some other things as well, as mentioned in this blog. If you don’t have the best call center solution with omnichannel communication support, we can help you. Contact us for more details.

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Call Center CRM Features and Their Benefits

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Call Center CRM Features and Their Benefits

Many call centers using a call center solution often ignore the importance of using a CRM solution along with this software. A CRM system can give a broader view of customers and prospects to the call center agents, so they can manage the calls better. Not only this, an integrated solution made available with the call center CRM integration has many amazing features to offer. Each of these features is capable to provide several advantages to the call centers using this software.

Let’s explore some of the major features made available with call center CRM integration and their major benefits. (more…)

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Which Are Must Have Tools for Agents Working from Home?

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Must Have Tools for Agents Working from Home

The pandemic has started taking a turn and the new strain of the Coronavirus has proven to be more dangerous. It is spreading the disease faster and there is much happening across the world because of COVID 19. Many countries have started shutting down their borders and many businesses have again switched their operational models to remote. If you are running a call center and going to operate remotely, then there are some tools, which your agents need to work productively.

In this blog, we will share major tools that are must to support agents working from home.

1. Hassle-free access to the call center solution

This is the fundamental need of agents as they need to work from home. The dialer aka call center solution should be easily accessible, so they can log in and work using it. The cloud call center solution is one option, which offers secure access to the call center software to remote agents. If you have on-premises servers, on which the dialer software is hosted, then you might not want to move it to the cloud. In this case, you can use the “Work from Home” add-on. This add-on can help you in accessing the call center solution from remote locations without compromising security. It also lets agents work in any condition.

To know more about work from home add-on, click here.

2. Flexibility to work without or with low bandwidth internet

The call center solution usually gets accessed via a web-based user interface. Therefore, agents need to have an internet connection to work on it. Moreover, the calls get carried out via an internet connection. This increases the need of high bandwidth internet. All agents might not be able to arrange high bandwidth internet. Therefore, it is necessary to focus on other options that let agents work even with no internet or a connection with low bandwidth. The option here is the “Work from Home” add-on. It lets agents work in both conditions using low bandwidth or no internet connection.

3. Mobile app of the call center dialer

Some agents might not have a laptop or a computer. In that case, they need to use their smartphones to operate remotely. The agent panel of the call center solution has to be mobile-friendly, so agents can access its features with ease on mobile devices. Other than that, a more important thing is, a call center should have a mobile app to simplify the access of the dialer using smartphones. For example, our DialShree Mobi is a perfect solution that can be used to access all features of the agent panel via the app and work productively.

4. Collaboration tools

When agents work from home, they may need more encouragement, engagement, and motivation. All this is possible with the collaboration tools. The call center solution offers internal chat and WhatsApp to communicate internally to assure the work goes seamlessly even with the work from home model.

If you do not have a call center solution or if you need any of the tools mentioned in this blog, contact us.

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Benefits of Custom Call Center Integration

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Custom Call Center Integration Benefits

A call center solution comes with a wide array of features. This solution with its basic and advanced features is good enough to handle multiple operations and tasks. It can help in increasing customer satisfaction and loyalty. It can also be used to assure better resource utilization and maximum productivity.

However, often call centers using a call center solution using more than one solution. Moreover, there are some more custom call center integrations a call center may need for one or more reasons. Some of the common call center integrations required by the call centers are listed below:

  • Call center CRM integration
  • Call center communication channel integration (WhatsApp, SMS, Video, Email, Live Chat, Social Media, Fax, etc.)
  • Call center IP PBX integration
  • Call center 3rd party API integration

There are many benefits of investing in the custom call center integrations such as:

Save time and increase productivity

The custom call center integrations benefits call centers in saving time and increasing productivity. Let me share how.

  • Believe it or not, but nowadays, only voice calls are not enough to deliver the best customer support and services. Therefore, call centers need to use at least some of the preferred modes of communication of their customers. If these additional communication channels are not integrated into the call center solution, then agents need to handle multiple applications along with the call center solution. This would not only waste a lot of time, but also make quality monitoring difficult.
  • However, call center WhatsApp integration or any other communication channel integration into the call center solution assures all communication channels can be accessed within the call center solution. This will save time as agents will not need to move back and forth. It will save time and increase productivity. This will also help in assuring the quality of service.
  • Adding other solutions into the call center software also save time otherwise spent in data entry or switching back and forth.

Improve customer satisfaction and retention

When your agents don’t take too long to respond to customers and deliver the quality of services, the customers will be delighted. When customers will be catered to via their preferred mode of communication, customer satisfaction will be improved. Also, when customers will receive personalized responses from agents, they will feel valued. All these will help in increasing customer satisfaction and retention.

Better record management

When other communication channels and call center solutions will be integrated into the call center solution, record management would be easier. The change of record in one system will automatically update the record in another system. This will assure that all the time, all systems have the most accurate information and records.

These are the top 3 benefits of using custom call center integrations. There are several advantages of using an integrated system. We offer a call center solution as well as custom call center integrations. If you are interested in any of the services or solutions, contact us.

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