Category Archives: Contact Center Solution

The call center software comes with a wide array of features. The call center dialers are one of those top features that benefit call centers to leverage the full advantage of the agents and other resources. The dialers can be manual or auto. In the case of the manual dialer, the agents need to manually dial the number to connect with the lead.

On the other hand, auto dialers come with different functionalities and the most common in all is that the lead numbers are dialed automatically. The auto dialer dials the call and routes it to the agents based on the nature of the call center dialer. The use of auto dialers can increase ROI (Returns over Investment) significantly in the call centers.

Let’s explore the top 3 ways auto dialers increase ROI:

1. Increase talk time

The auto dialers in the call center solution focus on increasing the talk time and reducing the wait time of the agents. This ultimately increases agent productivity, which all call center targets to achieve.

The auto dialer such as predictive dialer makes sure to dial enough numbers to keep all agents busy all the time. This will help in making sure as soon as an ongoing call finishes, the next call is provided to the agent to attend.

2. Increase productive work

There are some call center dialers that filter all do not disturb numbers from the list and dial only those numbers which are more likely to get attended by the real customers or prospective customers.

Even once the call is answered, the call center dialers can check that the call is attended by the customer or a voicemail. Some auto dialers only route the call to the agent if it is answered by the customer. This helps in increasing productive work.

3. Take care of callback

The call center solutions come with an amazing range of features and an automated callback is one of them. It is difficult for an agent to call on the number at the given time as either he is busy taking calls or he may forget the same.

There are some call center software solutions such as DialShree: Call Center Solution that automatically dials the number on the predefined date and time as per the callback request. This increases the chances of conversion as well as customer satisfaction.

Auto dialers are designed to benefit call centers to increase productive work in the call centers. They maximize the potential of the agents and make sure they attend as many calls as possible. The auto dialers also remove the need for manual calling which saves a lot of time. These are the top ways to increase productivity, increase resource utilization, potential, save time, and reduce expenses.

If you are looking for a call center software with advanced automated dialers and other top features, please contact us.

Making customers happy starts with understanding their point of view. Sometimes, while interacting with the brand, the service does not meet expectations. In this case, there is a need for customer journey mapping in a call center solution. To identify these moments, you need to create a customer journey map.

This map allows brands to visually understand the entire customer experience, anticipate problems that can occur at each stage, and ultimately actively find solutions. There are four reasons why a brand should create a customer journey map.

Reasons Why Customer Journey Mapping is Important

Understand Better How Customers Feel

By mapping the customer experience, you can anticipate why customers choose each channel and how they feel at each touchpoint. For example, what can customers expect from your interactions who contact you for services via social media? What is the typical response time of the brand in this situation?

You can use maps to predict customer needs at each step and consider all possible outcomes when interacting with customers. You can also refer to customer feedback and data as available in the reports of the call center software to apply what you have already learned about your actual experience.

Identify Service Gaps

The customer journey map allows brands to identify potential service gaps. What can happen if a customer switches from one channel to another? Can the customer’s data be available to the next agent who handles the case? Or the customer has to repeat the information?

You can use this map even in a call center solution to determine how smoothly you can move information and customer mood. There may be problems like insufficient IVR menus, poor communication between agents, or a difficult payment process. All these can be resolved with intelligent call center software and a well-defined customer map.

Offer a Great Customer Experience as an Organization

By identifying service-related issues, the call centers can make overall improvements to address them. Both the customer service team and the sales team can receive additional training and mentoring and can be invited to share their feedback.

It is also important to define clear goals for the entire company and for each department. The better your employees understand what they are trying to do, the more successful everyone in your organization will be. The call center software can help in achieving this.

Promote Brand Growth

Ultimately, a customer journey map can be used in a call center solution to drive brand success. Recognizing before a problem arises; you can avoid the cost of losing customers who can give up your brand. At the same time, an easier experience will attract both new and current customers.

As pointed out by the Aberdeen Group, the financial benefits of mapping are 18 times faster on average sales cycles, 56% more revenue from cross-selling and up-selling, and 3.5 times more from customer referrals.

All brands that claim to accept a customer-centric attitude must be carefully mapped in a solution similar to call center solution. By looking at the company through the eyes of your customers and striving to exceed expectations with a complete experience, you can achieve great success in the long run.

Looking for a reliable call center solution? Contact us.

Auto Dialer or the automatic dialer transformed call center tasks in a short time. As the name suggests, an Auto Dialer is an outbound calling system that allows you to dial automatically from a list of phone numbers.

While using the automatic dialer, users can choose from various types of automatic dialing techniques (predictive dialing, preview dialing, and power dialing) depending on their exact communication needs. However, it is important for both home users and enterprise users to understand some of the key benefits of auto-dialers which make Auto Dialer a perfect tool in the call center solution.

1. Improve Call Center Operations

Auto Dialer is an important part of the call center software that helps companies improve their call center operations. Many call centers use automatic dialer software to overcome the major shortcomings of manual dialing (hanging up, misdirecting, and additional latency).

2. Increase Agent Talk Time

The call center improves agent productivity and efficiency by switching from manual dialing to automatic dialing. In addition to automatically dialing phone numbers, only human-connected calls are routed to agents, resulting in increased productivity.

3. Reduce Agent Idle Time

The automatic dialing feature not only maximizes agent utilization, but also allows administrators to significantly reduce agent idle time. Agents can spend more time interacting with customers and driving sales without wasting time handling disconnected calls, unanswered calls, and busy calls. That’s why Auto Dialer is considered as a crucial feature in the call center solution.

4. Detect and Separate Unproductive Numbers

Sophisticated automatic dialing solutions are designed with features that detect unproductive numbers such as Do Not Disturb (DND) and fax lines. Businesses can seamlessly integrate cloud-based autodialers with customer relationship management (CRM) systems.

5. Generate More Leads

Companies can generate more leads by using automatic dialing as a powerful tool. When the software reduces agent talk time, telemarketers can more easily interact with more customers and meaningful prospects. Sophisticated auto dialers offer self-service options to facilitate the collection of customer information with call center solutions.

6. Increase Lead Conversions

In addition to generating more leads, auto dialers also help marketers increase lead conversion rates. The new dialer of the new era has features to facilitate time zone management. This feature allows marketers to set and adjust time zones for each marketing campaign.

7. Facilitate Real-Time Performance Monitoring

The latest auto dialer solution offers a user-friendly interface. The interface helps the administrator to generate various reports based on real time data. Administrators can regularly check real-time reports to monitor call center activity and measure agent productivity.

8. Start Press 1 Campaign

Self-service options offered by auto dialers allow customers to collect information about their products or services without interacting with live agents. This option gives call center solution by helping the company in generating qualified leads by allowing the customer to interact with the live agent after playing the recorded audio file.

9. Manage Multiple Marketing Campaigns

Companies can use auto dialing solutions to conduct market research and promote their products/services. Sophisticated auto dialers also have the ability for companies to run and monitor multiple marketing campaigns making auto-dialer a perfect feature in the call center solution.

Conclusion

Individual and corporate users can use the auto dialer for a variety of purposes. However, it is always important for the user to choose the right autodial dialer. Users need to compare auto dialers based on their exact communication needs to take full advantage of outbound calling systems.

Looking for a call center solution with auto dialers? Contact us.

Call center solution comes with a wide range of features. These features make it perfect to run all different types of call center campaigns. One of the most important features of the call center dialer solution is the Voice logger aka call recording.

Some call center software solutions offer limited functionality as part of call recording and some call center solutions such as DialShree offers a wider array of features to increase its benefits. You must get the dialer with advanced call routing rules.

The advanced voice logger solution offers an amazing range of features such as

• Record all calls
• Record selected calls
• Play call recording within the call center software
• Download call recording files
• Give access to agents to listen to their call recording
• Spot a specific word in the call recordings
• Reports of the call recordings
• Search call recording by date
• Search call recording by types
• And more

These advanced voice logger features can be used in favor of the call center in multiple ways. Let me share the top 3 tips on using this feature effectively.

1. Make sure to have an advanced voice logger feature

Generally, a majority of call center software providers offer a simple call recording feature in their system. The only thing it allows you to do is to decide whether you want to record all calls or not. This feature is not as effective as it should be. Thus, use the advanced voice logger system integrated within the call center dialer. Either by the software which has it or you can also get it developed.

2. Give access to the recording to agents

Generally, the call recording files are available to supervisors and admin in the call center industry. However, it is necessary to give access to call recordings to the agents for the sake of self learning. You do not need to give them access to all files of all agents. Just give them access to their own calls.

They can listen to their own calls and this can help them find their own faults and improvising the same. Of course, for security purposes, you can make sure that the agents can only listen and cannot download or delete the files.

3. Take certain actions based on the call recordings for quality

The supervisors and admin have access to the recorded files in the call center solution, but they often do not screen them for quality purposes. If you will not use the caliber of the functionalities available in your call center dialer, then how will you reach the maximized ROI level? Supervisors must allocate some time to listen to the call recordings and identify common issues and take necessary actions accordingly.

Our contact center software: DialShree is furnished with the advanced voice logger solution. We also offer a voice logger as an independent solution. If you want to integrate the advanced call recording system in your company or call center software, contact us.

The call center industry is really big. All different industry verticals run call center campaigns to assure all operations are running perfectly. To run these operations, call centers use call center solutions. Generally, this solution comes with features that automate many operations in the business. Still, there are some business specific operations that need to be taken care of manually.

This wastes a considerable amount of time of the agents and supervisors. The best solution is to get a customized call center software solution. Getting it developed can be an expensive affair. However, there are some top companies like us that introduce some modules to automate some common features and functions. Our collection module is one of the modules developed by us to benefit one of the biggest sectors in the call center industry, namely, collection.

The collection module is available for our call center solution, DialShree, VICIDial and also for proprietary call center software systems. It automates certain operations related to collection companies such as grouping contacts, filtering the people that have already paid EMIs, etc.

The collection module itself is a powerful feature that increases the functional capabilities of the call center software. The call center collection module integration creates a whole solution for the collection companies. To increase its functional capabilities and to provide collection companies a personalized solution, we offer API integration in this module.

We can integrate any API in the collection module to further personalize this system. This will help you leverage many benefits. Let’s understand this with an example. If you are running a collection company, you might be using a CRM solution along with the call center software. The CRM system is used to store information of the customer and his payment history.

The call center CRM integration of your CRM solution with the collection module integrated call center software will make it a more powerful solution. Now, whenever an agent is on the live call, he can see the complete record of the customer within the call center software during the live call. He can also review his payment history to personalize his conversion with the customer.

We can integrate any API with the collection module integrated call center solution so your agents can use features of multiple solutions within the call center software window. Furthermore, we can make provision in a way that if the agent makes any changes in the customer record during or after the live call, it will be reflected in both, call center software and CRM solution.

There are many benefits of integrating the collection module in the call center solution along with API integration. Contact us to get a free demo and other details about this powerful solution made available for collection companies.

There are many benefits of call center dialers and today managers vouch for the advantages of predictive technology to give an edge in customer service, satisfaction, customer management, customer retention, and customer profitability.

Elision DialShree Predictive Dialer is a software-based Dialer which assists organizations in doing away with expensive telephony boards and other related hardware which come with increased maintenance costs. DialShree Predictive Dialer is extremely easy to use and is a huge advantage in areas like telemarketing, payment collection, service follow-ups, surveys, and appointment confirmation.

Some of the benefits of call center dialers are:

Enhanced productivity:

The call center dialer is highly advantageous as it is capable of increasing the effective time agents of agents by almost three times and enables connection with live prospects. It is possible to have real conversations which can positively impact revenue.

Improved talk time:

The benefits of automated dialing are far reaching as it can spot and filter no-answers, voice mail, disconnected lines, busy signals, and fax machines and helps agents reduce dead time while improving talk time. It is proven with enough analysis that there is almost a 300% improvement in talk time in automated dialing vis-a-vis manual dialing. Analysis has shown that – in an hour automated dialing can enable 48 minutes of talk time versus 15 minutes of talk time with manual dialing.

Enhanced benefits with Predictive Dialer:

The Elision DialShree Predictive Dialer can really assist organizations in optimizing call center performance. It comes in with a built in dropped calls setting making it easier for administrators to track performance. This helps in improving performance and reducing rate of dropped calls.

This feature improves customer satisfaction which in turn can give a thrust to sales and revenue. Overall, a complete benefit to the organization! Boosts contact ratios and improves opportunities. The call center dialer is an excellent shot in the arm for the sales team as it is a good way to establish contact with leads and boost contact ratios.

When agents understand the benefits of the automated dialing capabilities of the call center dialer, the agents are in a better position to contact prospects, tap opportunities and improve sales numbers.

Progressive Dialer:

The Progressive Dialer only begins dialing at a time. This enables some form of control as calls are made only after the availability of agents and is a boost to drive B2B operations.

Limitless benefits:

The Elision DialShree Predictive Dialer takes very little time to be installed and working and this translates into lowered IT maintenance costs and flexibility to balance the extent of service provided.

Want to know more? Contact us for more details.

For every company, solving customer queries is the first and foremost goal. The businesses must resolve customer problems else users will drift away from their services. First contact resolution, FCR, requires more than just employing friendly agents.

To assist the users properly, the businesses require a culmination of agent training, efficient contact center protocol, and a robust omnichannel solution. Here are five ways to achieve FCR in your business or call center:

Discuss goals with your staff

To serve the customers in a better way, agents need to know what the company is aiming for. They must be informed about the goals of the organization and what they intend to offer.

When an agent is on a live call, he must be answered to the queries quickly to maintain the flow and to let the customer know that he is present, whereas an agent on a live chat may indicate his presence using features like “typing a response” available in some call center solution. Attaining customer service goals in every channel should be included in the agent training.

It is also crucial to decide whether the FCR should be prioritized over other metrics such as average handling time. Agents should be aware that they are allowed to spend more time on a customer query if they can reach a permanent solution.

Give every interaction a human touch

Finding the best call center solution is directly linked with how well the agents connect emotionally with the customers. Agents can easily do this by maintaining a friendly tone, listening attentively, and even by showing empathy.

Mannerisms like these can calm the frustrated customers and also bring value to the brand image. Regular mentoring and training based on the metrics available in the call center software can let agents master interpersonal skills and achieve first contact resolution every time.

Identify recurring issues

Analyzing ongoing customer issues is a crucial way to achieve first contact resolution. Different features of call center software can be referred for determining the reasons for contact such as monitoring calls, customer survey data, live chat transcripts, and use text-and-speech analytics to gain insight on customer issues. This way, the brand can tackle the possible issues before they even arrive.

Use an omnichannel approach

Customers do like to interact on a single channel, but sometimes it is best to make use of multiple channels. For example, if a customer raises a concern on social media that requires personal data sharing, an agent should move him to a more secure channel. This will not only help to address the problem appropriately, but will also build trust.

Verify the customer’s satisfaction

According to the agent, the problem may have been solved, but it is always a better approach to ask the customer if the issue is resolved for him. The company needs to determine if the customer is fully satisfied with the support or not. If there is an issue still hanging around, it is better to take more time and provide a concrete solution.

FCR saves customers time and helps to establish your brand image as someone who takes things seriously. All you need to do is, train and mentor your agents consistently and correctly.

Looking for a reliable and omnichannel call center solution? Contact us.

Collection business is one of the biggest businesses in the call center industry. The call centers run campaigns to remind people to pay their EMIs on time. The EMIs can be for mortgages, loans, automobile, etc. Generally, the businesses use the call center solution studded with a wide array of features. However, the working model of the call centers running campaigns for collection is different than the traditional call center campaigns. Also, there are many call centers that provide calling services for collection. Thus, we have developed a feature rich collection module. (more…)