Why WhatsApp Is Important for Customer Care?
Customer care is one of the most important parts of the business. Companies and enterprises put the most skilled and experienced professionals and top class solutions such as the best call center solution to delight customers. To help executives in the process of taking care of their customer care operations, call center software providers offer a wide range of features and benefits. The modern day call center solutions support all different modes of communication. All communication channels are important to assure the best customer care services. The latest communication channel which is in trend is WhatsApp. Read More
Elision Furnished a Smart City in India with IT Solutions
Elision is proud to announce that the company has set up major IT solutions and infrastructure in the smart city, Gurgaon.
Elision Technologies Pvt. Ltd is one of the leading IT companies. The company has been offering unified communication solutions to its customers all across the world for 12 years now. The company has announced its recent project, which is successfully completed for the government of India.
Elision has furnished one of the smart cities of India with its IT solutions and infrastructure. The smart city in India, namely, Gurgaon is furnished with secure and reliable IT solutions developed by the team Elision. Read More
Effective 5 Tips to improve an Outbound Call Center strategy
The major objective of an outbound call center is to run efficient campaigns to increase lead generation and conversion aka sales exponentially. The whole purpose of recruiting agents at outbound call centers that have prior experience and a successful track record in sales is to accomplish required deliverables. But, this is not the only requirement for the defined role. The recruiters also look for interpersonal and communication skills. It means the agent should have expertise on how and what to communicate with a prospect and customer. The call center solution can be used in the favor of agents to enhance their conversation style and persuasion technique so they can meet the set milestone of sales. The best call center software not merely clarifies the latest call center resolutions but additionally probe far deeper into their requests and benefits. Read More
Use the Right Call Center Solution to Evaluate Performance Metrics to Improve Them
The success of any call center business highly depends on the best performance and productivity. To achieve the same, call centers are adopting various methods, and call center software solutions are playing a vital role in it. Therefore, they are striving to have the best call center software implemented.
It makes the selection of the right call center solution a prime task. As usual, the right selection only possible by applying some appropriate criteria or metrics. Thereby, today, I am going to present three vital metrics or call center KPIs to evaluate call center software. If your call center solution is provisioned with such metrics to evaluate the performance of your call center, it might aid in the improvement of overall revenues and return on investment in the call center. Read More
Top 5 Benefits of WebRTC for Call Centers
Gone are the days when customers had to endlessly browse through portals to get the customer care number of an organization’s helpdesk so that they can place a call. This tedious process was not only time-consuming, but also lead to customer dissatisfaction. This is exactly where the need for WebRTC arises. Web Real-Time Communications(WebRTC) is actually a technology that allows call centers to improve the scope, productivity and quality of their customer service operations without having to invest in additional plug-ins, software or other infrastructure elements. With the help of WebRTC solution, call center agents, as well as callers, can make and receive both voice and video calls and other types of messaging from within their web browsers. Furthermore, the WebRTC solution can be integrated with the call center software to take benefit of the call center software features.
Let us highlight the top 5 benefits of WebRTC Solution leveraged by call centers: Read More
Call Center Software Trends 2020 That You Must Know
In the last few years, new trends have kept on emerging quite frequently in customer service. The call centers across the globe have undergone a paradigm shift, to now being experienced centers for customers. As we are rapidly approaching 2020, it is time to check out what changes are lined up for contact centers that will prove to be a revolution for this industry. Moving forward to the new year 2020, it is important to evaluate the future of contact centers with regards to the upcoming trends and how they will help to improve and enhance CX or for that matter improve the productivity of agents.
Given below are the top 5 contact center trends to look out in 2020:
1) Escalation of queries and complaints through social media
Social media is an effective platform to connect with customers. Read More
How Predictive Dialer Drives Increased ROI?
Call centers actively experiment with the latest technological advances to increase their efficiency as to successfully gain promising prospects and achieve maximum ROI. Automated systems, with their lightning speed of computing, can meet these standards easily. Predictive dialer is an advanced dialer available in the call center solution that can be used to boost the out-turn. Predictive dialer packs extensive functions in one software like client availability prediction, fast-dialing, back-to-back calling mechanism, and other important features. Its algorithms are designed to target various aspects of the requirements of call centers individually. The call center solution will not only assist the agent in making a number of successful calls, but also reduce the delay due to manual tasks with automation. Below are the key features of this call center software:
This is the most important metric that every call center wants to record in order to analyze the performance of individual agents. Read More
Key Points to Keep in Mind to Run a Successful Call Center Business
Call center owners strive to get the most out of their resources, be it the employees or the call center software. Call centers handle a huge load of calls on a day-to-day basis and it is necessary to record the performance of individual agents in order to track their efficiency. A good call center software is the best tool for this purpose. However, many a times call center owners struggle to achieve their objective even when equipped with an efficient call center solution, mostly as they are not aware of the right approach to handle the insights. Below are a few key points that will help call center owners enhance their call center’s performance and analyze the performance of their employees.
- Efficiency in addressing calls
It is possible that some agents, who are not diligent towards their work, can overlook addressing a few calls after a hectic day. This practice will definitely reflect poorly on the call center’s performance and hence has to be curbed. Read More
How to Handle Rush during Holidays in Your Call Center?
Christmas bells have already started ringing. There are some businesses in which the holidays will get started. On the other hand, in some industries, the workload will be increased. The call center is one of the industry verticals which face increased workload during the holiday season. Christmas and holiday season actually increase work and stress levels on agents and managers, both. If you are leading a call center, here are some easy to follow tips to handle the holiday rush without increasing stress:
1. Know insights about the holiday rush
If you are using a call center solution, dig deeper to see the reports of last year’s holiday season. You need to see which products were in demand, what services were making differences, what types of queries appeared repetitively? Read More
Top 5 Must Have Excellent Customer Service Skills
Agents are representatives of the company and they are responsible for making or breaking an image of the company. The agents have to deal with a myriad of emotions and behaviors on a daily basis. They need to perform the most crucial job of keeping customers happy. They are also responsible for pacifying the angry customers and win their trust again. It is not an easy job and that’s why today we will share the top 5 excellent skills each call center agent must possess to provide the best customer service.
The agent needs to deal with various types of customers. Read More