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Category Archives: Contact Center Solution

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DialShree Mobi and Its Top Benefits

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DialShree Mobi and Its Top Benefits

DialShree Mobi has started benefiting businesses that use call center solution and want to take advantage of a remote working model. In this article, you will learn more about it.

What Is DialShree Mobi?

It is a call center dialer mobile app. It is one of the leading mobile applications available for the call centers and similar businesses that run inbound and outbound calling campaigns.

DialShree Mobi is now also available in the Google Play Store and registered DialShree Mobi users can start using it to run inbound and outbound calling campaigns via their Android phone. This mobile app is beneficial to the users of DialShree: Call Center Solution.

All features available to agents in a web panel are now available in this mobile app. If a call center or a business uses the omnichannel call center solution, then agents will be able to access all omnichannel features such as email, SMS, WhatsApp messenger, etc. in this mobile app.

To know more about DialShree Mobi, Read our latest news on the Launch of DialShree Mobi.

What Are the Benefits of Using DialShree Mobi?

There are many benefits of using this mobile app of call center dialer. Let me share the top 3 benefits of using this call center dialer app.

1. Successful remote call center operations

Virtual call centers are becoming more and more popular. There are many benefits of running a call center with a team of remote agents that are working from home. Nowadays, there is hardly anyone who does not use a smartphone. On the other hand, there can be people who do not have a computer or laptop.

Adopting a mobile app for call center solution helps in letting agents work from home with ease and comfort. DialShree Mobi empowers companies to run call center operations, whether it is customer support or telesales swiftly in a remote environment.

2. Save money

DialShree Mobi is a mobile app which can be used via a smartphone as any other app. One does not need to invest in additional hardware, software, and applications otherwise needed to install, use, and manage a call center solution.

Moreover, there is no maintenance cost related to the DialShree Mobi app as it is accessed via the smartphones of agents. All these save a significant amount of money for call centers.

3. Keep everyone safe

Nowadays, the world is moving through a very sensitive phase. COVID 19 has put everyone in a weird situation. People and the governments definitely take all the required steps to run business, but still, there is some sort of uncertainty about the safety of everyone.

Thus, in a call center or any company, it is necessary to take all the measures to keep team members safe. However, even after taking multiple safety measures, still, there are chances that people may get infected and spread the same in other team members. By using DialShree Mobi, call centers can let agents work from the safe environment of their houses.

Interested in knowing more about the DialShree Mobi app? Contact us.

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Why Call Centers Must Use Data Verification?

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Importance of Call Centers Must Use Data Verification

Call centers need to deal with massive data in their day to day operations. Each call and each conversation are important in a call center. This is the reason, call centers invest heavily in talented agents and the best call center solution. Furthermore, call centers invest in ongoing training of their team and upgrading their tools and processes.

Do you know call centers can further excel in the performance by using the Data Verification module?

In fact, it is very much important to use it.

Data Verification is an add-on, which can be added to a call center solution. It verifies each lead, specifically, phone number and email address for its existence. It verifies its correctness.

There are many reasons a call center must invest in it, let me share the top reasons in detail.

1. Save resources

The normal process carried out in a call center is, all contacts get added in the call center solution with an auto dialer such as a predictive dialer. The call center dialer attempts to call each number added in the lead list to be contacted. Even if there is a fake number, the call center dialer will try to contact that as well by dialing it.

This will waste the efficiency of the call center software by calling a fake number. If during this time, an agent is free and waiting for the next call, this will waste his time. This way, multiple resources get wasted if call centers call fake numbers or the numbers that are wrong, for example, one digit is missing in a phone number.

By using the Data Verification add-on, all fake numbers can be removed from the lead list. Thus, the call center dialer will only call real numbers, and agents will also be occupied on the live calls. This is how multiple resources can not only be saved, but also better utilized.

2. Define better campaigns

The Data Verification add-on not only offers phone number verification, but it also gives much more information related to it. For example, one can get to know the country, region, country code, international calling format, and international calling possibility, carrier, type of the number such as landline, mobile, or VoIP, and much more information. This information can be used to group these numbers and run more specific and strategic campaigns.

3. To enjoy lifetime benefits in a one-time cost

As mentioned earlier, Data Verification is an add-on for a call center solution. It means one can get it with a one-time cost. Once this add-on is added in the call center software, the call center can verify the phone number and email address on an ongoing basis. Thus, by investing once in it, you can enjoy lifetime benefits.

Data Verification is not just an add-on, but it is a whole functional solution that can be integrated into the call center software to benefit call centers. We have this powerful solution to benefit your call center. To know more about it, contact us.

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How to Identify Customer Pain Points in Call Center?

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Identify Customer Pain Points in Call Center

The major responsibility each call center needs to handle is satisfying customers. In this era of having too many competitors, a pool of information, and rapidly changing demands, it is not easy to delight a customer. The call centers need to walk a long way for that.

Along with acquiring a talented team and feature-rich call center solution, the call center also needs to take many important steps. One of them is identifying major pain points of customers. Knowing their problems aka pain points help in taking effective steps to remove or reduce the pain points and improve customer satisfaction.

In this article, I will share the top tips that will help you identify the customer pain points:

1. Know your customers and give personalized services

A call center caters to many customers. Each customer might not be the same. Thus, giving the same responses and using the same way of customer handling might not be effective. A more strategic and effective approach would be grouping customers based on various factors by knowing them.

By doing this, you can create different personalized call scripts to attend different types of customers. Moreover, you can also use different types of call routing rules as per the group of customers.

2. Use KPIs to identify the pain points

The call center solutions often provide different KPIs (Key Performance Indicators), which can be used to monitor various performance indicators. Usually, the reports section in the call center solution provides these KPIs and the required data. In this case, to identify customer pain points, you need to look for the following metrics:

  1. Call abandoned ratio
  2. Average call waiting time
  3. Average call hold time

All these three metrics are correlated and often display a clear fact that the number of agents is not sufficient to handle the call volume. Also, it indicates that agents need further training to cater to the customers.

3. Take extra steps to remove customer pain points

If you really care for your customers, you need to walk extra miles and it is worth it for sure. The call centers win with the volume of customers and that is why it is necessary to put extra effort into removing customer pain points. One of the common concerns of the customers is that the agents are not skilled enough to handle their issues and questions. In this case, training agents about the products to acquire better knowledge can be very helpful.

Moreover, the call centers can invest in call center CRM integration, so agents can know the customer issues and customer behavior with the complete record of him and that way cater to him better.

4. Ask customers what are their pain points

There is nothing wrong to ask customers about their experience with the services you provide and what more they expect from you. A call center solution offers a survey module, which can be used to run a survey and ask customers about their preferences and suggestion. Based on the survey, practical suggestions can be used to further enhance customer care services.

If you are looking for a call center solution that can help you remove these pain points, contact us.

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Why Is It Necessary to Adopt Work from Home Model for Call Centers Presently?

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Adopting Work from Home Model for Call Centers Is Must

The whole world is fighting against never thought before the pandemic. The pandemic occurs once in a hundred years or more. It makes everyone clueless and helpless. In this era, when the world is so advanced in technology and science, not finding a cure for the COVID 19 is sad. However, we cannot do much about it. All we need to do is wait for the vaccine and take steps to stay safe and keep others safe.

As an effective solution, many governments are applying lockdowns. On the other hand, some countries have given permission to operate to businesses with predefined strict guidelines. By keeping the present situation in mind, it has become necessary for businesses to move remote and call centers are not an exception.

Generally, call centers work on-premises and there are many reasons to push call centers in an in-house environment. However, by keeping the current situation in mind, it has become necessary for the call centers to adopt the work from home model. If you run a call center and not yet sure to go remote, here are the top 3 reasons to do that.

1. To keep a business running steadily

The situation in all countries varies from time to time. The countries which have controlled the virus completely are now again facing its spread. As per the situation, the government takes steps. For example, some countries have extended lockdowns for months and in some countries, the government removes or relaxes lockdowns and impose it again.

In this type of situation, it is difficult to keep operations running with an in-house call center. Thus, using a call center solution that can be accessed remotely or by moving it to the cloud, one can keep business running. The call center does not need to worry about the relaxed and imposed lockdowns and disruptions caused because of it.

2. To keep everyone safe

COVID 19 is a contagious disease. The virus can live on different surfaces for days. If you run an on-premise call center and if a single person comes to the agent got infected by the Coronavirus, he will infect a majority of the staff members.

Even if you keep all the safety measures, someone may get infected from the locality where he lives or during the commute and infect the rest. Thus, it is better to use a remote call center solution and let agents and supervisors work from home. This helps in keeping everyone safe.

3. To reduce expenses

To run an in-house call center, there is anyways the cost involved in human resource management, infrastructure maintenance, electricity, beverages, etc. In addition, almost all governments have given certain safety guidelines which include the following:

  • Sanitizing the office meticulously regularly
  • Keeping sanitizer and other hygiene precautions
  • Assuring staff wear masks
  • And more

To follow these safety measures, the call centers need to invest even more than the regular expenses. By moving remote, these expenses could be eliminated, plus, you will not be responsible for the safety of the team.

In a nutshell, it is necessary to move remote as the pandemic will not disappear so fast.

If you want to move your call center remote, we can help you. Contact us to know how.

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Top 5 Brilliant Skills Each Call Center Agents Must Have for Customer Service

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5 Useful Tips to Improve Customer Experience

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.

1. Patience

The agent needs to deal with various types of customers. Some might be too angry because of the problem they are facing; some are puzzled due to lack of knowledge and some who just want to blame you for something. On the contrary, some are easy to tackle; some are too talkative and some coming with the same queries again and again.

Regardless of the reactions of the customers, an agent has to listen to the customer with a lot of patience. Even if he knows the answer after hearing the very first line of the customer, the agent has to keep patience until the customer finishes explaining. He needs to keep two golden rules of customer support in mind:

  1. Never interrupt the customer
  2. Be polite

Both of these can be achieved only if the agent posses patience.

2. Active Listening

Being an agent, you must have a lot of tasks to finish, and being humans we tend to get bored sometimes, especially, when we are helping someone to resolve the same problem 20th time. In such situations, we tend to become multitasking and along with listening, we start doing something else in parallel.

The reason is your distraction will be vocal to the customer even if he can’t see you. The agent has to be actively involved during the call and stop doing anything else to provide the best services.

3. Positive Attitude

The agent needs to deal with a lot of challenges as part of his job. For example, tight targets, furious customers, long tiring work schedule, etc. Despite all these, the agent has to keep the same energy and empathy in the voice for each call he attends.

The response of the agent has to be as lively even on the 100th call as it was on his first call. For this, a positive attitude is the must have skill in all agents. It keeps them going on and performs at their best.

4. Knowledge

If the agent doesn’t have a thorough understanding and intense knowledge of the product or service he is advocating, then he will not sound confident and reliable. Thus, the first job of the agent is to understand the product/solution that he is going to sell or provide support for.

He must understand the complete flow, USPs, benefits, and disadvantages of the product. Quick adaptability and learning attitude can be really helpful to master this skill.

5. Technical Knowledge with Easy Vocabulary

The agent needs to deal with various technical solutions such as call center solution, CRM system, Helpdesk ticketing system, so on and so forth. To make effective use of these solutions, the agent has to be well versed in all of these.

Furthermore, he should know some technical aspects of the service or product he is working for. He has to use a perfect blend of technical and normal vocabulary while explaining or guiding a caller. The caller might not know all the jargons and thus, the agent has to use easy to understand language.

These are the top 5 must have skills in a call center agent to provide excellent customer support.

We, Elision, offer the best solutions for a call center such as a contact center solution, CRM solution, Call Center CRM integration, custom call center software module, etc. Get in touch to discuss more.

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Elision Launched Data Verification Add-on for DialShree Users

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Elision Launched Data Verification Module for DialShree Users

We, Elision, are a leading company that offers an omnichannel call center solution to global businesses. Along with our call center solution, we also have multiple add-ons to offer. We are glad to announce the launch of our new add-on, called, “Data Verification”.

Generally, call centers have mass leads with different information of each customer or prospect such as full name, phone number, email address, etc. The call center solutions usually have a feature to validate the phone number and email address, but what about verification? Generally, this much needed feature to verify the existence of a phone number or email address is not available. Thus, often call center dialers dial the numbers or send an email to the email addresses that do not exist.

Of course, the call centers often use auto dialers such as a predictive dialer, progressive dialer, etc. to dial each lead, and thus, dialing a lead and identifying it in real time about its existence happen quickly. It takes less time because of the power of a call center solution. However, cumulatively, it wastes a lot of time and resources in trying to contact fake or non-existent leads.

To save the time of all resources and to identify fake leads well in advance before starting the campaign, we have launched our “Date Verification” add-on.

What is “Data Verification” add-on”?

It is an add-on that verifies the existence and rightness of the lead phone numbers and email addresses.

DialShree has been offering a feature of validating the leads’ contact number and email address as one of the default features. Now, to benefit our users, our team has developed the required algorithms to verify a phone number and email address even before dialing the number or sending an email to that email address.

As soon as the leads are imported or uploaded in the call center dialer, the DialShree will automatically verify each phone number and email address for its correctness with the “Data Verification” add-on. Thus, managers can remove fake leads and save resources.

More than Verification

This add-on is built to provide insightful information about the leads. For example, phone number verification will validate and verify the phone number and provide the following information:

  • Type of the line: Mobile, Landline or VoIP number
  • Country
  • Location
  • Country Time zone
  • Country code
  • International phone format
  • Local phone format
  • E164 phone format
  • International dial possibility

How to get this add-on?

This add-on is available only to the DialShree: Call Center Solution users. Thus, if you are not a DialShree user, please contact us so we can share more details about this one of the best call center software. You will get DialShree with the Data Verification add-on.

If you are already using this software, all you need to do is contact us. Our representatives will give more detailed information along with a demo of this add-on. Also, they will help you get this add-on to leverage multiple benefits. So what are you waiting for? Contact us NOW!

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Elision Launched DialShree Mobi for Efficient Remote Work

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Elision Launched DialShree Mobi for Efficient Remote Work

We are glad to share the launch of “DialShree Mobi”, which is a mobile phone app for the agents. This app is available for the DialShree: Call Center Solution users.

The time has been shifting and this shift is increasing the demand for business mobility. The call center industry is not an exception here.

There are many call centers that work in a virtual environment for many years to leverage the benefits of a virtual call center. On the other hand, some situations such as natural disasters, manmade catastrophes, pandemic, etc. are increasing the need for a virtual setup of the call center so it can be accessed remotely as and when needed.

DialShree Mobile App

The cloud call center solution is available, but what about having an even more flexible solution? The call center software is often mobile friendly so it can be accessed from any device, but what about having a mobile app?

We, Elision, are proud to be one of those rare call center solution providers that offer a mobile app for their call center software users. We have released our first version of the DialShree mobile application, namely, DialShree Mobi.

This mobile app is available for agents now onwards. The agents can install this call center dialer app on their smartphone and log in to it with their credentials. It has all features an agent needs to handle a customer call. Let me explain in brief about the features one can get from our DialShree Mobi app.

Live Call Features:

An agent will have all the features to handle a call he is connected with. Below is the list of features made available to the agents:

  • Call pause and un-pause
  • Call requeue
  • Call park
  • Call park to an IVR
  • Call transfer
  • Transfer
  • Custom transfer
  • Call hang-up
  • Customer information

DialShree App Dialer

Call Script:

Agents can see and use the call script configured for this campaign by the supervisor.

Customer Form:

An agent can see and fill the customer form during a live call. Generally, in some campaigns, agents need to collect certain information from the customer. This form to collect information will be shown to the agent in this section.

Email:

If DialShree user has an omnichannel call center solution license, the agent will see an email module from which he can send an email to the customer. An agent can also access the saved email templates.

DialShree App EmailSMS:

If the users of the DialShree call center software have SMS add-on in their license, they will be able to send SMS to the customers during a live call.

WhatsApp:

If the DialShree users have integrated WhatsApp business account, they can also send WhatsApp message with all the features available in the web WhatsApp from this screen of the DialShree Mobi.

If DialShree users do not use an omnichannel call center software or do not have any of the SMS, Email, or WhatsApp modules, they will have all other features in their DialShree Mobi App.

To know more about the app and to get this app for free, contact us NOW!

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Elision Launched “Work from Home” Add-on to Support Remote Call Centers

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Elision Launched Work from Home Dialer to Support Remote Call Centers

Elision is glad to announce the launch of the “Work from Home (WFH)” add-on for its DialShree users. This add-on is built to benefit call centers with a perfect remote call center work model.

DialShree is an omnichannel call center solution that is built to benefit diversified industry verticals. It has different features to support inbound, outbound, and blended campaigns of the call centers. Moreover, its advanced add-ons add value-added features and functionalities to benefit the users of this call center solution. We are glad to share that the “Work from Home (WFH)” add-on is an additional add-on available for the call centers and other users of the DialShree.

As the name suggests, this add-on supports the “Remote Work” model aka the “Work from Home” model. It helps call centers to securely run their operations with the staff working from dispersed locations. It also benefits call centers to leverage multiple other benefits. On the other hand, agents can work from their home or any remote location even with limited internet bandwidth or no internet connection.

Here are the two working models available to the DialShree users after integration of the “Work from Home (WFH)” add-on:

Model 1: Work with all features with limited internet load

The agents usually may not have as high speed internet connection as they have in an on-premise call center. Thus, when agents access the call center solution from their home, they usually struggle to deliver the required performance because of this limitation. Even the customer experience may get hampered as the voice quality might be poor.

The “Work from Home” add-on of Elision resolves this issue.

  • DialShree will route all the calls, which can be incoming or outgoing, on the registered phone number of the agents. An agent will attend calls via his mobile phone.
  • DialShree will show the live call screen which will have all features such as call script, call controls, etc. on the screen of the agent.

This makes sure the voice packets are not transmitted via the internet so agents can work seamlessly with their internet connection and system.

Model 2: Work with limited features with no internet connection

It is possible that agents may not have access to the internet or laptop or computer at all so they can open the call center solution. Even in such an extreme situation, the “Work from Home (WFH)” add-on of DialShree lets agents work.

All calls will be routed to the registered numbers of the agents. They will handle calls on their phone. Of course, they cannot access features of the call center solution such as call script, call controls, etc., but it lets operations working.

Both of these models are designed carefully and already used by multiple customers of DialShree. You can get the DialShree: Call Center Solution if you are not using it already along with this add-on. If you are already a DialShree user, all you need to implement the remote work model is getting this add-on.

Our representatives will guide you further, contact us NOW!

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Major Call Center Solution Features that Enhance Customer Satisfaction

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Best Practices for Outbound Call Center

Gone are the days when manual calling was used by call center agents and manual entries were made in the excel sheets. The manual processes are tedious, slow, and error-prone. That’s why more and more people have started using Call Center Solution to fuel up their calling activities along with the benefits of streamlined and well-organized records with all required details.

This article shares the top 3 features of a call center software, which increases customer satisfaction.

Sticky Agent

This is a common fact that a customer likes to talk with an agent who helped him last time. This saves a lot of time explaining the same thing or getting that bond. Also, it contributes to better customer relationship management.

The sticky agent feature of advanced call center solutions such as DialShree facilitates callers to talk with the same agent they talked with last time. It means the call will be routed and handed over to the same agent every time when possible.

Skill based call routing

In any call center or customer care center, it is of vital priority that each incoming call of a lead or customer complaint should get addressed by an agent who has enough knowledge and required skills to handle that call. It means the agent must have the matching skills to resolve the customer’s concerns.

This can increase the first call resolution ration and also decrease call wrap uptime, which are the two most important scales of good performance in the call centers and customer support centers. The advanced call center solution such as DialShree provides a feature called, skill based routing. According to this feature, the incoming call will be routed to an agent who has the required skills to answer the calls and handle it with the best possible approach.

Whisper

It is a normal scenario in a call center or customer care center that an agent runs out of information or expertise to resolve a customer’s concern. It may frustrate a customer, if an agent puts him on hold or in a call queue to the supervisor. Here the feature, called, whisper, of call center software can be really helpful. Here, the agent doesn’t need to transfer the call or put it on hold; he can get mentored by his senior or supervisor, how to handle the request, that too, without acknowledgment of the customer.

This would create a good impression in the customer’s eye that the call center or customer care center has qualified staff because according to the statistics, the biggest concern of the caller is the customer care center staff is not qualified enough or doesn’t have enough knowledge to resolve their concerns.

These are the top 3 features available in advanced call center solutions such as DialShree that help you improve customer satisfaction ratio. There are many more as such features and services which would help you to cater to customers in a better way. Contact us for more details and a free demo of the contact center solution.

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WhatsApp Messaging: Necessary Communication Channel in Call Center during Pandemic

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WhatsApp Messaging- Vital Communication Channel during Pandemic

Coronavirus spread has proven to be fatal in many countries. Not only lives are hampered, but also the economy is hampered. The governments are focusing on the health of people and it is necessary as well. On the other hand, we, being business people, can focus on the other part that is also getting damaged seriously because of the COVID 19 pandemic.

I am talking about the economy. The businesses need to make decisions and execute to identify the possible opportunities and before that stabilizing the routine workflow must be our focus. We, being one of the leading unified communication provider companies, focus on providing robust, secure, and scalable omnichannel solutions.

We have set up many call centers on the cloud by offering a secure cloud call center solution to our clients. Based on our observation and research, we are going to share some useful tips for you. If you are in the call center industry, you need to know this to gain assured benefits.

WhatsApp is one of the communication channels offered in an omnichannel call center solution. This communication channel is necessary to use during the COVID 19 pandemic. Here is why:

1. Serve customers on the preferred mode of communication

Generally, people call in for their concerns. However, with a shift in human nature due to technology, it has been proved that people love WhatsApp messaging. The call center WhatsApp integration lets your customer not only send messages, but also use rich media such as image share, document share, etc. via WhatsApp message to the agent.

This mode of communication can let you delight your customers by using the mode of communication they prefer. You, too, can share rich media for a quick and enhanced response with the customers.

2. Reduce the stress on agents

Agents are humans as well and they might also feel panic because of the increasing spread of the world novel Coronavirus. Moreover, declining business due to COVID 19 may increase stress and threat to them. You can help relieve stress by letting them work from home with a cloud call center dialer and let them use WhatsApp as one of the communication channels.

At a time, an agent can communicate with more than one customer or prospect and that can help them improve their key performance indicators. This may help them feel secure in terms of the job security. You can also send WhatsApp messages to the agents to keep them motivated while working from home.

3. Keep customers informed with least efforts

Running a calling campaign to inform customers about the ongoing changes because of the changing laws and situations might not be feasible. It may waste a lot of resources. Running a voice broadcasting or SMS broadcasting campaign by using respective call center solution features might be one-way communication and can have repercussions.

Using WhatsApp messaging can help you inform customers in minimum time, plus, have a two-way conversation. This can also delight clients. If you are looking for a cloud call center software, remote work setup for your call center or call center WhatsApp integration, contact us NOW!

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