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Category Archives: Call center CRM integration

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Major Advantages of Unified Communication in Businesses

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Major Benefits of Unified Communication

Communication is an important part of any business. To meet the demand of customers and gain other competitive advantages, unified communication has been crucial nowadays. In this blog, we will cover what unified communication is and how it is beneficial to businesses.

What is unified communication?

Unified communication is a union of all communication channels such as voice and video, chat, SMS, WhatsApp, Twitter, Facebook, etc. A system or software, which lets you use and control all communication channels within a single system, is called a unified communication solution.

For example, a call center solution offering all communication channels is a unified communication solution. This software is also known as an omnichannel call center solution.

What are the benefits of unified communication to businesses?

Many people use unified communication in personal life, but in this blog, we are covering the benefits of unified communication for businesses.

1. Empower teams

All team members need to communicate with each other and many of them need to communicate with customers, vendors, partners, etc. Therefore, for better communication and collaboration, they need reliable tools. For example, with our call center solution, we also offer a call center dialer mobile app, so if an agent does not have access to a computer, he still can take customer calls.

Moreover, with WhatsApp communication, he can communicate with other team members. It means a unified communication system fills the communication and collaboration needs of team members.

2. Satisfy customers

Customers, including existing customers, prospective customers, and ex-customers, want a quick response from the team. Whether there is an inquiry or a support concern, customers should get connected to the customers at the earliest possible. Adopting a unified communication system can help businesses further to add easy and convenient communication at the fingertips of customers. This can help in increasing the satisfaction of customers.

3. Save money

Saving money means increasing ROI (Returns over Investment) for any business. By getting a call center solution or any other software, which supports unified communication, can help save money in multiple ways. Let’s look at some of them:

  • Even if a business does not invest in buying a unified communication solution, the need of it cannot be ignored. In this case, the business needs to invest in multiple solutions to fill the gaps. This would first increase the number of tools, which further increase the cost of the tools and other maintenance expenses.
  • Team members need to juggle among multiple tools, which would waste time. In the business world, we all know, time is money. This is how it further increases the cost.
  • As team members use independent tolls, there would be no way to judge productivity. This could further result in reduced productivity.

In a nutshell, the need for unified communication cannot be ignored completely. On the other hand, using independent tools increases the cost.

Conclusion

Any business must get a unified communication system to leverage all benefits bestowed by it. We offer multiple unified communication solutions. Contact us to know more about it.

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Call Centre Shrinkage Can Shrink Your ROI

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Call Centre Shrinkage Can Shrink Your ROI

Call shrinkage is one of the most important KPIs, which needs to be monitored. However, often call centers ignore or unknowingly avoid keeping eyes on this KPI. This performance indicator is more crucial because it directly affects your Returns over Investment (ROI). In this blog post, you will get answers to the following questions:

  • What is call shrinkage?
  • How call shrinkage hampers ROI?
  • How to control call shrinkage?

Please note, to measure, compare, and improve this KPI, you need to have the value in percentage, means ratio.

What is call shrinkage?

It indicates how many agents out of the total agents are actively attending calls through call center solutions. Here is how you can measure this:

Shrinkage in percentage = (Total agents * Agents taking calls) / 100

Example:

Out of 100 hired agents, only 80 agents are taking calls, it means 20 agents are not available. This is your shrinkage ratio. Here unavailable agents could be unavailable due to any of the following reasons:

  • Agents are on break
  • Agents are in meeting, training, or conference
  • Agents are on leave
  • Agents are idle for any other reason
  • And more

How call shrinkage hampers ROI?

In multiple ways, it hampers ROI. Some of them are listed below:

  • It delivers reduced productivity compared to what is expected
  • It increases the waiting time in the call queue
  • It can result in a shortage of skilled customers
  • It increases the burden and cost of workforce management
  • It increases expenses

How to control call shrinkage?

As you understand that call shrinkage directly reduces ROI, you definitely want to increase the value to improve ROI. Here are some tips to follow based on some of the major reasons behind call shrinkage.

1. Not having awareness of call shrinkage importance

Many call centers do not consider this important KPI, which can be monitored manually or using a call center solution. Therefore, the first thing is to understand that this is an important KPI. All supervisors also need to know they have to work to improve this KPI.

2. Training, breaks, and conferences

One more common reason behind call shrinkage is time spent on training, breaks, conferences, etc. To improve the call shrinkage ratio, you can apply these tips:

  • Define break times and break limits for each team and agent. So multiple agents do not go for a break at the same time, which can drastically hamper call shrinkage and performance.
  • Arrange short training and conferences. If possible train in real-time. Managers can use call center software features to train agents in real-time.

3. Unplanned leaves

Unplanned leaves can also cause major challenges related to workforce management and major call shrinkage. Therefore, keeping freelancers or available on-call agents available is necessary. Moreover, imposing a strict leave policy to ensure nobody takes unplanned leave until and unless it is unavoidable.

Our call center solution lets you monitor the entire important call center KPIs. To know more about our call center software, which is available as a cloud, hosted, and license-based solution, contact us.

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How to Become an Agent Customers Love to Talk With?

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Tips to Become a Successful Call Center Agent

Agents are representing a call center to the customers and callers. Therefore, it is necessary for them to be sensitive and sensible besides following professional conduct. A call center solution provides many features to empower call center agents, but in the end, it is all about individual skills.

An agent deals with many people in a day and each may have different natures, language, state of mind, etc. In any situation, an agent needs to be professional as well as sensitive towards the customers and their concerns. To ensure agents perform exceptionally well, many call centers also run an after call campaign to collect feedback from the customer. Not only to become an agent that customers love to talk to and give full ratings, but also to sustain your job in this unpredictable time, it is necessary that you do the best at your job.

Unlike many other blogs, which only shares how to use a call center solution in your favor, on this blog, we will share the top 3 tips related to personality, soft skills, and communication to become the favorite of all.

1. Listening is an art

You must have read or heard this somewhere. Not everyone possesses this art, but in a call center, it is necessary. We know your call center solution is logging the time you are spending on the call, but listening to the customer is necessary. Interrupting a customer can offend or frustrate them. Therefore, until customers do not complete their issue, patiently listen.

2. Clarification before resolution

Agents need to live up to many expectations set by the call centers, but the main job is delighting customers. Therefore, completely focus on that. To keep average call time low, many agents often hurry in giving the resolution.

However, to ensure the customer frustration does not build up and you give the accurate response and resolution, it is necessary to reconfirm what you understand or just quickly summarize the long story short and give a suitable response.

3. Do not get into controversial conversations

Showing respect and listening to the customers patiently do not mean, listening blabbering. You are at work and you also need to do your best to show good performance. Call center solutions, whether a hosted call center solution or license-based, each will show reports to your managers.

Therefore, do not go off-topic. Often customers start talking about their experience with your competitors or any other agent who attended the call before you, etc. However, it is necessary that you bring the discussion on the main topic by ensuring that you are not disrespecting the customer in any way.

These are three major tips you need to keep in mind. Other than that, use your soft skills to improve your performance and become an agent that any customer would love to have a conversation with. If you are running a call center and want to get an omnichannel or hosted call center solution to empower your agents, then contact us.

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Call Center CRM Integration Benefits Smart Cities

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Call Center CRM Integration Benefits to Smart Cities

Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling.

The leading VoIP companies, which furnish the smart cities with smart city solutions like call center solution, recommend smart cities to invest in call center CRM integration services.

Integrating any feature-rich CRM solution with the call center software can provide multiple benefits. Let’s explore some of them.

As mentioned earlier, the call center solutions are used to listen to the issues, concerns, problems, confusion, and other grievances of the people of the city or tourists or anyone who wants to give feedback to the authority or a specific department of the smart city.

Read the complete case study of GMDA smart city using call center solution of Elision to improve grievance handling, here: https://www.elisiontec.com/success-stories/gmda-smartcity/

Call center CRM integration integrates the call center solution of a smart city with a CRM system. The CRM solution will definitely have more fields to store information about the caller and citizens compared to the fields available in the call center software. This is how the smart city can store more information about the caller and customers.

The call center CRM integration solution will show a popup to the executive who attends the call. This popup will be a CRM popup and it will show information about the caller if it is already stored in the system. This information can help the executive to resolve concerns quickly if it is the same concern.

Moreover, the executive can personalize the conversation using the information shown to him in the CRM popup regardless of the fact that the caller has come up with the same issue he faced last time or any other concern. This will help the caller feel valued and it can improve the trust and relationship of the citizens, tourists, and anyone who is calling to the system to connect with authority.

If the caller is calling for the first time or any information related to the caller is not stored in the system, then the executive can ask and fill the information for future reference. It means in the future whenever the same caller calls, the executive will have the information about him to deliver better and more personalized responses.

The call center CRM integration offers many other benefits as well.

We offer call center CRM integration as well as smart city solutions to all cities in the world. These smart city solutions and call center CRM integration services can also be used by the businesses. Contact us for more details.

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Difference between Call Center CRM Integration and CRM Call Center Integration

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Call Center CRM Integration vs. CRM Call Center Integration

Call center solutions and CRM software are widely in use. An effective way of using these two solutions is by using an integrated solution. The integration lets your team members use the major features of both of these solutions and some added features within a single window. In technical terms, it is known as Single Sign-On functionality.

Call center CRM integration and CRM call center integration, both terms may seem similar, but both are different. Many people use these terms interchangeably as well. To clarify the difference between both, in this blog, we will share more details about the difference between both of these terms.

1. Call center CRM integration

This term means integrating a CRM solution into the call center software.  Once call center CRM integration is completed, the agents or your business executives can see the information of customers in the call center software during a live call. This information gets fetched from your CRM system.

If during a live call, the agent needs to make any changes in the data of the customer, he can make those changes without leaving the call center dialer window. Once the call gets ended, each change in the customer record gets stored in the CRM solution.

2. CRM call center integration

This term implies integrating a call center solution into the CRM software. It means major features of call center dialer are made available within your customer relationship management solution. Once the call center solution gets integrated into the CRM software with the CRM call center integration process, your agents can access a call center dialer within your CRM solution. This call center dialer is called a call center widget in technical terms. Moreover, your agents receive multiple features as briefed below:

  • Click to call: A button beside the number of customers in each customer record gets added. The agents can click on that button to call the customer on that number.
  • Call center widget: As soon as the customer attends the call, a call center dialer pops up in the CRM system, which is known as the call center widget. It will have the primary features of a call center dialer software such as:
    • Call hold and pickup
    • Call mute and un-mute
    • Call transfer
    • And more
  • After the call completion, agents can also add a disposition, which will be stored in the call center solution.

Similarities between Call Center CRM Integration VS CRM Call Center Integration

Both of these integrated models also have some similarities or similar features as mentioned below:

  • New exported or added customer record can be pushed to another system
  • Any changes made in the records will be auto-saved in both systems
  • Call logs and changelogs will be made available. The changelogs give detailed information on who made which changes
  • You can use both systems independently as well if needed

Conclusion

Call center CRM integration and CRM call center integration, both are beneficial. One needs to choose the one based on the use of the systems. To get help for integration or selecting the right integration method, contact us.

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