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Category Archives: Contact Center Solution

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Why Is WhatsApp Important for Customer Care?

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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.

A call center software solution must have WhatsApp as one of the supported communication channels. Wondering why? Let me share why it is necessary to use WhatsApp for customer care.

1. Customers love WhatsApp messaging

WhatsApp is incredibly easy to use. This is the reason many people prefer to use WhatsApp messaging. As per the statistics, on a daily basis, 65 billion messages are exchanged on this communication platform.

It is also a secure way of communication as it offers two-way authentication, encryption, and many other features for secure communication. Integrating WhatsApp in the call center solution as one of the communication channels can be really beneficial.

2. It is free

WhatsApp is one of the messaging apps available for free in the market. People can message without paying any additional fees. The internet connection in the smartphone aka mobile data available on the phone is used to support messaging. This is the reason many people prefer using this communication channel.

3. Everyone uses WhatsApp

WhatsApp is popular all across the world. In fact, in some countries, it is the number one communication channel. Incorporating this app in the call center solution can help the business to add a global communication channel that is used by many businesses.

4. It allows rich communication

WhatsApp is a messaging app and it supports messaging with rich features. Along with the text chat, one can also share images, files, documents, etc. to share more details with the customer to provide the required assistance. On the other hand, customers can also share files and supporting documents and images to get quick support.

In a nutshell, integrating WhatsApp in a call center solution helps customer care centers to provide a preferred and popular communication channel to the customers. It makes customer care services fast and efficient.

We offer a call center software, namely, DialShree with WhatsApp integration. Contact us to know more about it.

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Elision Furnished a Smart City in India with IT Solutions

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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.

The company has integrated the following solutions in the Gurgaon smart city:

Citizens in Gurgaon can reach government facilities via different communication channels to raise their concerns or get the required information. Below is the list of communication channel furnished by Elision in this Indian smart city:

  • Call
  • Email
  • Web portal
  • Grievance app

The company has connected all different departments of Government with easily accessible channels. Citizens can reach to any department such as Fire, Municipality, Transport, Water supply, Traffic, Street light, etc.

The company had put the team in Gurgaon to install and setup complete infrastructure and different solutions to make this whole system live and running.

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Top 5 Must Have Excellent Customer Service Skills

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Top 5 Excellent Customer Service Skills for Agents

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 a 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 software, 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, an 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 call center solution, CRM solution, Call Center CRM integration, custom call center software module, etc. Contact us to discuss more.

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Effective 5 Tips to improve an Outbound Call Center strategy

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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.

This article will highlight the major pre-requisites that will help an agent to perform their best to gain sales and use of favorable features of the call center software.

1. Predictive dialer utilization

The main agenda of employing a call center solution is to save the time of agents so they can maximize the talk-time and productivity. Therefore to raise sales it is vital to use features of the best call center software. One of the most astounding features that can be looked at in the call center solution is the predictive dialer.

It automatically dials lead numbers and passes merely those calls to the agents that are related to a real human. This helps in saving a lot of time for the agents to invest in sales processes.

2. Train agents for interpersonal skills

Most of the agents normally read a predefined script in a monotone tone. This way is less probable to convert each lead into sales. Agents need to develop soft skills to use clear words to make it facile for a client to comprehend.

The supervisors can monitor performance employing a call center solution and train the agents for effective and efficient interpersonal skills.

3. Use call recording for all prospecting calls

Misunderstandings are normal and can result in harsh disputes. The agent could present something different and unintentionally, the client may interpret something else. In order to rectify, possession of facts is vital and a recoded call clip can be helpful. Thus, use call recording features in the call center solutions can ascertain arguments facilely.

4. Revise lead list on a regular interval

The lead or client link catalogue cannot be utilized forever. Some of the clients are tough nuts and just don’t desire to accord your ability for whatsoever reason. Thus, make sure the supervisors monitor and revise the calling list at a usual interval.

5. Review performance

To raise sales, it is vital to understand what is happening around. The supervisors can use the tools present in the call center software for the same or a distinct campaign can be run to collect views or opinions from the prospects and customers.

This can be truly competent in a method to discern the agents’ performance and maintain the effectiveness of the campaign from the customers’ perspective. Looking for call center software? Contact us.

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Use the Right Call Center Solution to Evaluate Performance Metrics to Improve Them

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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.

Metric No.1 – Call Queue Time

If we look at the call center working process, we might find that when a customer makes a call to the call center, the welcome message delivered promptly by an automatic answering machine. After the IVR menu process, the call is directed to the call queue, where the customer has to wait until a human agent is picking it up.

During the call queue waiting period, many customers are abandoning the service if it runs longer than their anticipation. It happens due to delay by the agent attending that call at the individual level. Similarly, if the average call queue time is found high in a call center, it indicates the shortage of agents attending the calls.

To cope with it, the call center has to cut it at the individual level by improving the performance of the individual agent. Similarly, the call center can increase the number of agents when the average call queue time found high.

Now, the question is who can keep constant monitoring over individual call queue time and average call queue time? It is call center software equipped with such facilities that can cut call queue time and enhance the overall performance of the call center.

Metric No.2 – Call Wrap-up Time (CWT)

By concept, call wrap-up time is the time spent by the agent after attending a call to accomplish essential work, called, After Call Work (ACW) on call center system.

During the wrap-up time, agents used to initiate the call wrap-up time code in the system. It provides useful data to measure the call wrap-up time metric/KPI. A slow computing system, incompetent CRM system, and less experienced agents are a few culprits behind the high average of call wrap-up time.

Intentional delays by the individual agent may show high individual call wrap-up time and call center can overcome it by providing appropriate training to the agents so they can accomplish most of the CWT work even during communicating with a customer.

A right call center solution can play a significant role in cutting the call wrap-up time drastically. It improves the average performance and productivity of the call center.

Metric No.3 – Percentage of Call Handled

In a call center, the agents usually are attending calls and accomplishing their tasks actively. If the agent is not attending any call and remains passive on the system by punching a break or using the logout option, the call center notices it and looking for reasoning for the same.

Such monitoring provides the percentage of calls handled by the individual agents as well as the entire call center itself. The high average percentage of calls handled by the call center means more business through high performance and productivity of the agents.

Therefore, call centers try to achieve 100% of productivity by taking essential steps to cut excessive call transfers using appropriate call center software solutions and adequate training to the agents.

The main three metrics out of a big list of criteria to evaluate the performance and productivity of a call center are explained in this article. Our guidance and development of right call center software can help you to hit high performance easily with high ROI.

We offer the best call center software. For more details, contact us.

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Top 5 Benefits of WebRTC for Call Centers

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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:

1. Improved customer experience

WebRTC contact center software is all you need to give your customers the best call center experience. This enables them to contact agents directly from their browsers, anytime they need help. Don’t you want this for your call center?

2. Cost saving

Cost saving is another huge benefit of using the WebRTC solution with the call center solution. Now, the agents no longer need to use softphones or dedicated desk phones to handle calls.

Taking and making voice and video calls have now become browser functions. Businesses no longer need to invest in software or hardware or incur the cost of maintaining as well as managing equipment from various vendors.

3. Improved Productivity

Deployment of the WebRTC solution integrated with the contact center solution can improve the productivity of agents. If they want to move a call from video to voice collaboration or any of the other channels that are supported by WebRTC, they don’t have to switch devices. Improved productivity gives agents more time to concentrate on more complicated problems or inquiries.

4. Scalability

WebRTC integrated call center solution is very scalable because of the use of browser technology. Without installing new software or equipment and incurring further licensing or set-up charges, it allows adding permanent, temporary or new agents.

5. Operational flexibility

The flexibility of the call center is increased with WebRTC. As the contact center solution integrated with the WebRTC can reach any location, agents can work from home or any other location. All they need is an internet connection and a WebbRTC compatible web browser. They no longer need to be present at the main call center.

Want to avail of the above-mentioned benefits for your contact center? Give us a call today on 91 704 164 9394 or contact us and we can help you provide your customers with the best customer service experience!

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Call Center Software Trends 2020 That You Must Know

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Call Center 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. Social media channels are not only for marketing and advertising, but also for providing customer care to customers. In 2020, more and more customers will be raising their queries through social media networks like Facebook and Twitter.

Let us take a look at some facts mentioned below:

  • 29% of customers of all age groups have used social media to complain about a brand’s customer service.
  • Social media channels like Facebook and Twitter help in delivering 46 percent more accurate responses and 44 percent quicker responses than emails.
  • 80 percent of the total social media customer service requests come from Twitter alone.

As we approach 2020, these numbers are likely to increase at a faster rate with the proliferation of social media. Considering all these, it is high time for contact centers to integrate the option of social media customer support in their call center solution.

2) Omnichannel communication strategy for providing effective context-specific support

The omnichannel communication is an effective customer centric tool that provides a seamless and uniform customer experience across all platforms, be it through smartphones, desktops or for that matter even in-person. The omnichannel consists of strategic customer touchpoints across many channels so that customers don’t have to repeat the same information again to different call center agents.

The integration of omnichannel communication with the call center software enables the executive to know the history of customers and provide effective responses within the shortest possible time interval. The omnichannel approach helps to save valuable time of both customers as well as agents, leading to quicker and more efficient resolutions of queries and complaints.

3)  Live engagement tools for better customer experience

Live engagement tools such as live chat, video chat, and co-browsing enable contact centers to provide proactive responses and faster resolutions to customers. It helps in identifying the customers’ issues which most of the time might be difficult due to lack of real-time communication.

Having various live engagement tools as a part of the call center solution enables enterprises to guide the customers better across their entire journey. It also helps to boost team productivity and customer satisfaction. It increases conversion rates and reduces the response time.

4) Automation using artificial intelligence (AI)

In addition to handling calls and responding to customers, call center executives perform a lot of other tasks such as categorization of the queries or complaints and tagging them. These basic tasks can be entirely delegated to AI-enabled chatbots. These chatbots would serve as the first point of contact for customers.

Moreover, chatbots enable businesses to provide 24 x 7 customer engagement. By making use of chatbots, the right queries can be assigned to the aptest agents which are best equipped to solve them. Blending AI into the call center software helps to reduce the workload of agents and provides effective real-time customer support.

5)  Hiring more remote call center agents

Most call centers have already started giving preference to freelance agents in comparison to having a high number of on-premises contact center agents. These freelancers can work from anywhere across the globe just by merely using the call center software over the internet. The advantages of hiring remote agents in comparison to in-house employees are:

  • Saves valuable time and money.
  • No added expenditure on IT tools and equipment.
  • Lower maintenance cost.
  • Saving money on currency value.
  • A large pool of agents across the globe.
  • Operations are made seamless and productive.
  • Doing away with staffing issues.

In order to stay in the competition considering the current market scenario and cut-throat competition, call centers, and their agents need to be aware about the upcoming trends and be ready to integrate and use them as a part of their call center solution.

Looking for advanced call center software solution? Contact us.

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Key Points to Keep in Mind to Run a Successful Call Center Business

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Key Points to Keep in Mind to Run a Successful Call Centre 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.

1. 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. The efficiency of individual agents can be determined using the performance recording system of the call center software.

Understanding how many calls individual agents answer from the pool of calls directed to them can speak volumes about their performance. This metric will help call center owners to take appropriate action against agents that slack off during their shift and at the same time acknowledge the effort of committed employees.

2. Shorter Call Wait Duration

Get an insight on the call wait duration at your call center with the help of the call center solution. Find out what is the average time a call has to wait before it is addressed. It is necessary for the call queue time to be short.

A long call wait time may result in increased client frustration with your service and will eventually affect your business’s reputation. The shorter the call wait time, the better it is. A call center solution is a great tool to track this parameter that will help the business owners to take appropriate decisions to improve their service.

3. Faster Call Wrap up

The amount of time an agent takes to conclude the client’s question determines the performance of the service. It is of utmost importance for the agent to be skillful to tackle the client’s queries and answer them in the shortest duration possible.

The performance of an individual agent and each agent’s wrap-up time is recorded in the call center solution. The call center software enables call center owners to check each agent’s performance and whether they are meeting the needed performance requirements. The faster an agent winds up a call while ensuring customer satisfaction, the better is the ROI on the agent.

These factors may be few, but are extremely vital for the success of your call center. A better understanding of these will help call center owners to tackle the hurdles they might be faced with the venture. Getting a call center solution will definitely help you go a long way with your business.

Looking for one of the best call center software? Contact us.

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How to Handle Rush during Holidays in Your Call Center?

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Tips 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? Your reports and filters in the call center software will provide all these details.

These details will help you define the areas to be improved. You can design IVR to answer frequently asked questions. You can train your team to take care of the concerns that come up repetitively.

2. Add more agents in the call center

You care to hire remote agents or on-premises agents based on your employment model and labor laws. It is necessary to add more agents during the holiday season as it is the peak season and you need to handle the holiday rush.

Make sure to hire experienced agents instead of recruiting fresher who may not have the required experience of dealing with customers within the minimum time to maintain a good FCR (First Call Resolution) ratio.

3. Use omnichannel call center software

Generally, call centers use a call center solution that supports voice calling operations. However, to handle the holiday rush effectively, you need to use an omnichannel call center software. An omnichannel call center solution uses different communication channels such as voice calls, video calls, screen share, instant messaging, SMS, fax, etc.

There are many benefits of using an omnichannel call center solution during the holiday season. For example, the load on agents could be distributed when you have voice calls and chat to offer. In this case, some customers will stay in the voice call queue and some will take benefit of real-time chat to get answers to their queries.

Also, sending an email or SMS is mandatory in some campaigns which provide further information. Thus, make sure to use an omnichannel call center solution.

4. Add social media channels in your call center solution

Social media platforms are one of the channels on which customers connect with brands. They share their frustration and appreciation on different social media channels. Thus, you have to integrate the major social media platform as per your business model with the call center software. It will help in improving customer satisfaction.

These are the top 4 tips you can follow to increase customer satisfaction. This can help you handle the holiday rush and that also gracefully.

We offer omnichannel call center software. Contact us for more details.

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Key Advantages of Call Center Solution for All Businesses

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Key Advantages of Call Center Solution for All Businesses

Call center software is specifically developed to provide a tool that can help call centers to speed up its day to day operations and bring the best out of its team of call center agents and supervisors. There are many benefits of using this powerful tool and this is the reason it is not restricted to be used by only call centers these days.

Along with the call centers, almost all businesses use this powerful tool nowadays. There are many benefits of using a call center solution in any business and in this article, we will share the top 5 pros of using call center software in your business.

1. Enhanced customer service

The call center solution offers many features to allow companies to cater to their customers in the most professional manner. They can reach the customers on time and provide value added services.

Moreover, the features of this software make sure that each customer is treated with the highest professionalism. This helps in enhancing customer services to increase customer satisfaction.

2. Speed up the sales process

In any business, it is necessary to speed up the sales process else a prospective customer gets lost to a competitor. The call center software provides required features so executives not only reach the prospective customers within time, but also impress them with thorough professionalism. In fact, with the help of an advanced call center solution, some of the leads get converted within a single call.

3. Increase the productivity of staff

The best call center software makes sure each call is handled efficiently and by the right person. It also provides the required features to perform well in front of the customer.

The team of the business gets world class features to handle a customer in an appropriate manner. The successful calls, happy customers, and increased sales boost the morale of the staff and this ultimately increases the productivity of the staff members.

4. Reduce expenses

The call center solution uses VoIP calling functionality which is cheaper than its counterpart. It also reduces additional expenses related to telecom infrastructure.

Furthermore, the increased productivity of the staff will reduce the costs of training and other relevant activities. Furthermore, the call center software automates many operations, which will save time and money, both for any company.

5. Increase ROI

The call center system gets built to help businesses to speed up their operations and provide the required tools to the team so they can boost performance. The saved time and resources will reduce expenses and the increased sales and enhanced customer services will assure boosted business.

The increased business aka revenue and reduced expenses offer the best returns over investment (ROI) to the businesses. These are the top 5 advantages of using a call center software in your business.

We have developed the most advanced call center solution which is a perfect fit for any business. To know more about it, contact us.

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