Tips to Run Call Center Campaigns at International Level
Believe it or not, but catering to local customers is easier as you know the culture, mood, tone, and much more about them. However, if you are running or going to start a call center that will cater to international customers, then reading this blog is a must.
In this blog, we will share the top tips that will help you run your campaigns at an international level.
Understand your customers to be served Read More
Blacklist in Call Centers: Is It Really Helpful?
A call center solution comes with a wide array of features. Some features get used more frequently and some of them are used rarely. In fact, it has some features, which stay untouched, even if they can do magic for the business using it. In this article, I am going to share more details about one of the rarely used features, which is equally important. It is “Blacklisting”. Read More
Call Center Metrics to Measure Agent Productivity
Call center metrics, which are more popularly known as call center KPIs (Key Performance Indicators), are necessary to monitor. Not just monitor, but you should also work on improving them. Usually, a majority of call centers keep all their focus on monitoring KPIs related to customer experience and satisfaction. It is good to monitor KPIs related to customer satisfaction as higher customer satisfaction also means higher revenues. However, ignoring agent productivity and related KPIs can be one of the biggest mistakes your call center must be making. Measuring agent productivity-related KPIs can help you reduce expenses and improving customer satisfaction even further. This will help you improve ROI (Returns over Investment). Read More
Call Center Solution vs. Contact Center Solution
Call center solution and contact center solutions, these two terms get used interchangeably. However, both of these terms refer to different types of software. It is necessary to understand the difference, so you can identify, which kind of solution is best for your business. In this blog, we will share the difference between both of these solutions to give you complete clarity.
Traditional vs. digital customer service Read More
Major Use Cases of Sticky Agent
An advanced call center solution like DialShree possesses many amazing features. Each feature has multiple use cases. In this blog, we are going to share major use cases of one of the advanced features available in the call center solution, called, Sticky Agent.
What is a sticky agent?
It is an advanced call routing feature of a call center solution. Read More
Tips to Improve Call Center Efficiency
Call centers invest in the best call center solution, CRM software, skilled agents, experienced managers, etc. To make sure the investment in the team, software, tools, etc. gives the expected returns, the call centers need to take further actions as well. One of the areas, call centers must work is call center efficiency. Call centers need to invest time and efforts to improve efficiency because improved efficiency can boost other results as well.
In this blog, we will share some tips, which will help call centers to improve efficiency: Read More
What to Include in Training Call Center Agents?
In any call center, agents are the only people who communicate with customers. They are the face of the company and brand representative. Thus, they have to be well versed and well trained. All call centers have their own training programs. With time, call centers must update their training programs. In this blog, we will share what a call center must include in agents’ training.
The first thing agents need to learn in a call center is about the company. Read More
How to Reduce Call Drop Rate in Call Centers?
In recent years, customers have become increasingly conscious of the product they purchase. Consumers want to know about a product and its functionalities in detail before they finally check out. Call centers play a major role in providing these consultation services to customers. However, a high call drop rate indicates the inefficiency of the call center solution to handle many calls which the call center receives. This can cause the call center to fall short to meet the demands of the customers and ultimately impact the sales of the product. To better tackle this problem, here are 6 ways that can help to decrease the number of dropped calls in your call center and enhance the efficiency of the call center software.
1. CRM Integration to Increase Efficiency Read More
What to Review for a Successful Call Center Audit?
Call center metrics get monitored frequently by supervisors in the call centers. They also put the required efforts to increase values of all major KPIs. On the other hand, a call center audit is a process in which third party call center experts or c-level executives of the call centers run an audit. The call center audit usually gets carried out quarterly and annually. The agenda of the call center audit is to assure that efforts and tools used in the call center are giving expected returns. Read More
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. Read More