Category Archives: Contact Center Solution

As per the conclusion of various studies made on customer behavior and other facts, “Customer retention increases in the companies, which have a stronger bond with customers.” Many companies invest a lot of time and effort to ensure that their customers are satisfied, but most of the time, the process of improving customer satisfaction and retention becomes mechanical and less effective.

One of the things any call center or collection agency should work on is thinking more about the customers and improving their experience instead of focusing only on KPIs. Become a customer-centric company rather than a KPI centric company.

Using a call center solution, some common questions need to be answered:

• How much time and how many efforts it takes for a customer to reach the agent?
• How many customers get first call resolution?
• Are customers happy with the delivered resolution?

Once these questions are answered, you will get to know if your clients are happy or not. If there is an 80% of overall success rate, you are doing well and can improve for better results. However, if you are scoring less than that, then your strategy needs something more.

According to one of the hosted call center solution providers, building an emotional connection with the customers can help in improving customer satisfaction as well as retention. Here are some tips to help you with building an emotional connection:

1. Know your customers better

Without knowing your customers completely, it is not possible to deliver an empathetic solution. One thing you can do is run a campaign using the predictive dialer of your call center solution. In this campaign, do not focus on pitching any product; simply focus on collecting information about customers, their preferences, etc. This campaign should solely focus on knowing your customers.

2. Connect the customer to the agent having a similar personality

The best call center solutions like DialShree offer various call routing rules. One of them supports connecting the caller to the agent holding specific skills. Using this feature, the customer should get connected to the agent whose personality traits are similar to the customer calling for help. The information collected in a survey can be used to match customer’s and the agent’s personalities.

3. Repeat or use the same words as customers use

To build an emotional connect, agents need to be trained to reflect the customers’ personalities. One simple trick here is to follow what the customer says. For example, if a customer says, he needs his refund. Then the agent should also respond, he will check about the refund policy instead of saying I will see what are the terms for product return.

4. Add a human touch along with professionalism

The call center solution script gets fed with a professional and formal language, but the agent should be trained to add a human touch to build an emotional connect with the customer. For example, uttering the name of the customers repetitively, using emotional words and empathetic tone, etc. can help to build a bond.

Training agents and using the right call center software can help in building a better bond with the clients by emotionally connecting with them. We offer the best call center solution as off-the-shelve and hosted solutions. Contact us for more details.

Call centers put sufficient agents to handle incoming client calls. However, there can be situations where call volume is higher and the call queue gets longer. For example, due to COVID 19, many countries had a lockdown and because of that, minimum or no staff was available to handle client calls. There can be other reasons behind a similar situation. Even if you have enough agents, why not use the power of your call center solution to reduce call wait time and the number of agents to improve customer experience. It will also increase the ROI.

In this blog, I will share how you can introduce automation effectively and improve customer satisfaction by delivering a superior quality customer experience.

1. Identify areas that can be automated

The call center solution has many features to automate conversations, but before doing that, you need to know what to automate. Do not get into the trial and error phase or automating everything you can. Some calls need agents’ assistance.

The best way to identify areas to be automated is by checking the information you have such as:

• Call recordings
• Call disposition
• Reports

If you use an omnichannel call center solution, you can also check

• Email
• Support tickets
• SMS
• WhatsApp

This information will help you learn about frequently asked questions or short questions, which can be answered automatically. For example, answering the following can be automated using a call center solution:

• Status update
• Due amount
• Due date
• Latest offers
• And more

2. Use call center solution and other platforms to introduce automation

The call center solution offers many features to automate various actions. In fact, answering all questions can be automated using it. Along with automation features of the call center solution, you can also use other platforms such as:

• Adding an FAQ page
• Adding video tutorials
• Adding blogs and eBooks
• And more

3. Run a post-call survey

If you are not using automation already and giving it a try, then remember, it is not a one-time process. In fact, you cannot just leave it after automating some ways of responding. You need to be sure, whether you are on the right track or not.

The ultimate goal of any business using a call center solution is to delight customers. Therefore, it is necessary to know your action towards reducing the call queue and giving instant responses is actually helping or not. For that, you can simply run a post-call survey asking if a customer is satisfied with the answer or not.

4. Measure, refine, and repeat

Once you introduce automation and get tangible feedback from the post-call survey, you know what is working and what is not. Moreover, supervisors need to measure KPIs after introducing automation. Based on the knowledge and data collected, the strategy of automation should be refined. This is an ongoing process. With changing demand, time, and clientele, you need to continue measuring, refining, and repeat this process.

Automation benefits businesses in multiple ways. To introduce automation get a powerful call center solution. We have one. Contact us for more details

Call center solutions come with excellent features to benefit call centers. Depending on the availability of automation, advancements, and other functional competence, the call center software can be used. Many people have started investing in a hosted call center solution to ensure they have access to the best and the most advanced features of the call center solutions.

In an advanced call center solution, you can find many amazing features. In this blog, I will share more details on auto dialers and other useful features and their utilities in a call center.

1. Auto dialer

Auto dialer is the most prominent feature of call center solutions. That is why traditionally call center solutions were used to refer to as call center dialers. In fact, still many people refer to it as a call center dialer or dialer. With advancements in technology, many forms of auto dialer emerged. Predictive dialer is the most advanced call center dialer.

2. Broadcasting features

A call center solution can have SMS and voice broadcasting features. As the name suggests, broadcast means sending an SMS or a voice message to all contacts in a lead list. It is extremely easy to use and an effective means of reaching the masses. For example, sending holiday greetings to all customers via voice broadcasting can be a great way to strengthen the customer relationship. This is just an example. SMS broadcasting and voice broadcasting can be used in multiple ways.

3. TTS (Text To Speech)

This feature is not available as a fundamental feature. Usually, this feature is available as an add-on and can be integrated into the call center software. Text to Speech (TTS) feature is amazing as it can make a voice message by transforming written text. You can choose a male or female voice as well as accents as per your client base. It is amazing if you use the voice broadcasting feature frequently. It is also the best feature if you have to change the IVR menus of your call center more frequently.

4. Call recording and word spotting

Call recording is one of the fundamental features. Even a basic call center solution will have it. However, some providers offer advanced functionalities in the call recording feature. Moreover, the “Word Spotting” feature can be a great time savior. It can let supervisors search and inspect all calls, which had a specific word. For example, if there are some negative keywords and the call center wants to make sure that agents do not use them, then they can do word spotting and play, or download and play all call recording files, which have used that specific word.

5. DNC management

This is also one of the primary features in an outbound call center solution. However, it is necessary to ensure its functional capabilities. It has to skip all those numbers, which have opted for the ‘Do Not Call’ option.

These are 5 excellent features for call centers to enhance daily operations. There are many more. Contact us to know more and get the best call center solution.

Call centers use call center solutions to handle customer support requests and other campaigns. A call center solution usually comes with a wide array of features. However, customers are now aware of those features. They are aware of the quality of services and the convenience of reaching out to the support center. Therefore, to deliver a better customer experience and improve results an omnichannel call center solution becomes necessary for call centers. However, if you are still wondering whether to invest in an omnichannel call center solution or not, then you will get the answer to this question.

An omnichannel call center solution offers many benefits to its users and we are going to share all major advantages of this type of call center software.

1. Improved customer experience

Call centers using just phone calling or chat-based communication, usually, have long call queues. Customers do not have time to stay on standby in these queues to get their turn. They want hands-on support services and query resolutions. This is possible by adding all majorly used communication channels in the call center software.

Even if you are not using an omnichannel solution, your competitors are likely to have one. This would encourage your customers to use their services. Therefore, to meet customer needs and demands; to satisfy customers, and to ensure that you do not get defeated by your competitors you need this solution. If the budget is a roadblock, you can use a hosted call center solution with unified communication support. It will be affordable.

2. Better view of different communication channels

Using multiple communication channels has become inevitable. If you use separate tools for communication, for example, the WhatsApp app for WhatsApp chat and call center software for calls, then tracking and inspecting communications for quality and productivity assurance will be near to impossible. Therefore, it is necessary to get the omnichannel call center software to have a holistic view and unified access to all unified communication channels within a single system.

3. Better selling opportunities

An omnichannel call center solution logs all interaction with customers within the software and important information can also be shown to the agents. This information can help agents in multiple ways. The agents can know:

• Common demands of the customer
• Preferred communication channel
• Right time to connect
• And more

This helps agents to reach the customer when they are more likely to read and respond and also through the preferred communication channel to have communication. This software also helps in increasing cross-selling and up-selling opportunities.

4. Excellent results

The omnichannel call center solution helps in expanding the business reach and operational potential. Agents can also save time and increase productivity. Customers, on the other hand, will be satisfied with the services and flexibility available to them. All these factors help in reaping a plethora of benefits. This results in excellent results, increased revenues, and many other business benefits.

We offer an off-the-shelve and hosted omnichannel call center solution. Contact us for more details.