Category Archives: Contact Center Solution

COVID 19 pandemic is not unknown anymore to anyone. Almost all countries are fighting against this virus and businesses are trying hard to keep their growth rate intact at least, if not growing. We have been working very closely with the call centers as we offer the most advanced call center solution, DialShree.

Based on our immense experience, here are some of the top tips that we would like to share for call centers dealing with the COVID 19 crisis. If you are one of the businesses who are working from home with the cloud call center solution or cloud telephony based BCP (Business Continuity Process), then these tips will be really helpful to you.

1. FCR

First Call Resolution has to be your most vital KPI these days. Regardless of the fact that you are receiving fewer calls or many calls, you have to keep the first call resolution ratio high these days. This may hamper the short call duration KPI, but it will be helpful in making sure the customer does not need to call again and again for the same issue he is facing.

2. Customer Care

Give extra weight on customer care. You may add certain rules or policies to show how you value your customers. For example, if you are a collection company, then you can give some relaxation in the EMIs that need to be collected this month. Do whatever is possible to make sure your customers are happy and feel valued this time because there are many customers that have started cancelling the contracts due to multiple reasons.

3. Short Queue time

This is very important for any call center to keep the call queues shorter. It is possible that because of the pandemic, many customers might be calling in, but it is necessary to attend them quickly and hear them out. Furthermore, giving a satisfactory answer is even more important.

There can be many options to achieve a short queue time, so the customers do not need to stay on the call for quite long. For example, answer all frequently asked questions via IVR (Interactive Voice Response) feature so the customer does not need to wait for long. Also, the callback option can be given to the customer if the call queue is quite long. This will also help in shortening the call queues.

4. Prioritization of customers

As mentioned earlier, it is possible that your call center might be facing a spike in the call volume. You might be receiving more calls than you do normally. In such a case, keeping a single call queue might not be a good idea. You must use one of the amazing features available in the advanced call center solution such as DialShree, called, prioritization. You can keep the priority customers in the priority queue, so they can be attended quickly and you can continue gaining business advantage from them.

We have the most advanced call center solution that can help you deal with the pandemic more professionally. Furthermore, we can help you with the cloud call center dialer to access the whole system from the home. For more details, contact us.

Coronavirus has brought the pandemic situation in the world. Millions of people are suffering directly or indirectly because of this virus. To save lives, a majority of governments across the globe has imposed lockdowns. This is affecting businesses and the economy. The solution is the “Work from Home” models.

For some industry verticals, it is not that complicated to shift the on-premises work environment to the cloud telephony one. For example, IT companies, digital marketing agencies, cloud support service providers, etc. can easily shift their operations remotely.

However, for some industries, it is quite challenging to shift work remotely. One of the industries of this kind is call centers. Generally, call centers are set up in a big office that has a specific infrastructure to provide the tools and software to agents and supervisors to take care of the ongoing work. The call centers find it quite difficult to shift the whole infrastructure remotely.

Elision Technologies Pvt. Ltd, more popularly known as Elision, can help you tackle this situation more efficiently by shifting your existing system to the cloud call center dialer. The call centers do not need to shift the whole infrastructure on the cloud so the agents can work remotely by taking advantage of cloud telephony.

Elision has developed an add-on, called, Remote Agent. This add-on can help call centers achieve Business Continuity Process (BCP) by setting up a cloud dialer. Without any hardware or infrastructure change, the call centers can move on the cloud.

There are three different approaches followed by Elision Technologies Pvt. Ltd to offer “Remote Call Center” to the call centers.

1. Remote access to the call center solution

The team of VoIP experts of the company will make the settings in a way that your agents and managers can open the call center software from their web browser. There can be two different ways of achieving this and one can choose the one. In this case, all agents and supervisors must have a laptop or computer systems and internet access with high bandwidth to access the system and take calls.

Read more details on this model here: Remote Agent Part 1

2. Remote access to the call center software and attend calls via mobile

This is the second option in which the call centers can be shifted remotely. All agents can access the cloud call center solution on their system at home and all calls will be routed to their mobile phone. They take calls on the phone and at the same time access all the features of the call center system. The major benefit of this model is it uses less bandwidth than option 1 explained above. Here as well the agents and managers will need to have a system and internet connection.

Read more details on this model here: Remote Agent Part 2

3. Attend calls via mobile, no remote access to the call center solution

In this case, all the calls will be routed to the mobile phone of the agents. They will be able to use features like call mute and un-mute, call hold, etc., which are available on the phone itself. They cannot use the features of the call center software. The major benefit of this model is that the agents and managers do not need to have a system and internet connection.

Read more details on this model here: Remote Agent Part 3

Call centers can work remotely with the same productivity by using a call center solution like DialShree and the “Remote Agent” add-on. There are 3 different approaches of using the call center solution to implement a successful “Remote Agent” model.

We had shared two approaches in the previous blog posts and today we will talk about the third approach of using the “Remote Agent” add-on and call center solution like DialShree to implement successful and productive “Work from Home” model.

This is the pure version of remote work as your agents can attend calls without log into the call center software on their phones.

How it works?

• The call center supervisor needs to register all the agent phone numbers in the call center software. The supervisor will do the needful to map all the mobile numbers to the agent license so calls can be routed to the registered mobile number of the agent.
• A supervisor needs to enable these numbers so they can receive calls. The supervisor can also disable a number or more if he wants to stop routing the calls to the agent(s).
• Once the basics are done all incoming calls or dialed calls by the call center dialer will be routed to the mobile phone of the agent.
• An agent needs to first pick up the call which is generated by the system. He has to keep that phone active and then customer calls will be routed to the agents.
• The agent can pick up the calls and attend them as he usually does.
• The calls will be logged into the call center software.

Pros of this approach:

• Agents can work proficiently with high productivity even if they do not have a laptop or computer.
• Agents can work even if they do not have access to the internet
• Agents do not need to have a softphone or Webphone to take calls.

Cons of this approach:

• Agent cannot see the details of the customer as he can in a call center solution screen. With call center CRM integration complete information of the customer is made available to give a personalized response which is not possible with this approach.
• Agent cannot access any feature available in the call center solution such as call transfer, call script, etc.
• Agent cannot add a disposition after the call. In this case, there will be a default “Disposition” which will be logged into the system.
• If the call of the system will be disconnected, the agent will not be able to receive calls until he is connected again with the system. In some countries, telecom companies disconnect the calls after the duration of an hour of one and a half hours. In this case, the agent has to reconnect again and again.
• If the agent has any issue with his telephone network, then voice quality can be hampered.

We can help you in the selection of the best model of implementing the “Remote Agent” for BCP (Business Continuity Process) and implementation of the same. For more details, contact us.

In the last blog post, we discussed one of the three approaches available to use the call center solution to take the benefit of unified communication and remote work during this pandemic. If you have missed that post, you can read it here: Remote Work Model with Call Center Solution Part 1.

Today, in this article, we will talk about using the call center solution to successfully run the Remote Work model and stopping the spread of COVID 19. This is the second approach to using this system.

As mentioned earlier, the approach 1 allows using the call center solution from home via a public or private network. One of the major disadvantages of using that approach is it requires very high bandwidth internet because all the packets, voice, etc. are transmitted through the internet. In case, if the internet bandwidth is low or the internet fluctuates, then it disconnects the call or degrades the voice quality.

The second approach resolves this issue. As we all know transmitting voice or video on the internet consume a lot of bandwidth. Thus, with DialShree: Omnichannel Call Center Solution, we can forward calls to the mobile phone of the agent. An agent can still access the web panel of the call center solution to take the benefit of all call center software features, but he does not need to take calls via the web app and voice calls will not pass via the internet.

How it works?

• Admin or our team will register all phone numbers of the agents. We will make the required rule mapping to send all calls to the agents on their phones.
• All agents need to log in to their agent panel and need to use the “Remote Agent” add-on. They will receive a call on their phone from the system, which they have to keep connected.
• Whenever a new call is generated, it will be transferred to the agent.
• As soon as he picks up the call, the window will open on his web app. He can see the customer details if call center CRM integration is performed or he will see the information available in the call center system. He will have all the controls to handle the call, including, call script in his agent panel.
• Once he finishes the call, he can hang up that phone and write the disposition in the web app of the agent. The second call will be transferred to him.

Pros of this approach:

• All the required features of the call center solution will be available to the agents.
• Internet connection will not be used as much as in the first approach where all calls and packets passed through the internet only. The reason is in this approach, the voice packets will pass through the telephony network which will reduce the load on the internet.
• All call logs, call recordings, etc. will be available according to the call center solution.
• It is perfect in running both, inbound and outbound campaigns.

Cons of this approach:

• If the internet goes down, the operations will be stopped.
• If the agent disconnects the first system generated phone, he will be logged out of the session and needs to re-login.
• The phone of the agent will always be busy.

To use this approach, you will need the “Remote Agent” add-on developed by our team. To know more, contact us.

Remote work model has been a necessity all across the globe due to increasing cases of COVID19. There are no other options left than lockdowns and curfews. The Coronavirus spreads faster than any other flu and it can make people very sick. At the moment, nobody has a vaccine. Thus, the only cure is, one saves himself from getting infected. To make sure all countrymen follow the rule of staying home, the governments are enforcing lockdowns and curfew.

Many industries are collapsing because of it, but all cannot stay doing nothing. Some industries such as IT, call center, government, etc. need to keep working. Some of them such as government organizations, pharmacies, and hospitals have to stay in the field and some of them such as call centers, IT companies, etc. can adopt the “Work from Home” model.

To make this “Remote Work” aka “Work from Home” model successful companies need to use various tools and call center solutions can become one of the most important tools in this case. Many companies can use this tool to stay connected with customers, partners, team members, etc.

The call center software similar to DialShree offers an omnichannel communication system. DialShree is our proprietary call center solution that is in use in multiple organizations all across the world, including, government organizations. Being an omnichannel call center software, it supports all communication channels:

• Voice calls
• Screen share
• Video
• Conference calling
• Chat
• WhatsApp
• SMS
• Facebook
• Fax
• Twitter
• And more

The companies which use this omnichannel call center solution can take advantage of unified communication. It is furnished with all features one would like to have in his ideal call center software.

The call center solution can be used for “Remote Work” with one of the following models:

Model 1: Open the call center solution for home access

Due to security reasons, the call center software can only be accessed within the company network. However, to tackle the situation of lockdowns due to COVID 19, the companies can open the ports so this system can be accessed from the home. Agents can log in to the call center solution via their web browser and use all the features of the call center software and work as they usually do.

Pro:

• Work from home with the same efficiency and productivity

Cons:

• Internet connection has to be stable and high bandwidth is needed
• Opening the ports creates security risks

Model 2: Access call center software via VPN

The company can set up a complete virtual private network. Thus, the call center system can be accessed from home, but it has to be accessed via a VPN.

Pros:

• Keeps security intact
• Work from home with the same efficiency and productivity

Cons:

• Company needs to provide the bandwidth to keep VPN up.
• If an internet connection at an agent or a company side fluctuates, the call quality can be degraded or call can be hanged up.
• If the internet stops working at any of the ends, the agent cannot login.

Both of these models have their own pros and cons and need internet access and a system at the agents’ end.

There is one more way to use the call center solution for Remote work. We will learn about that in the next blog.

If you want to know more or want a demo of DialShree, contact us.