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Category Archives: Contact Center Solution

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Call Center Solution Helps Small Business to Appear Big

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No matter how great business plan you have on the table or how great team you have, the bigger projects go to the big companies. Why? Well, the simple reason is the lack of trust in smaller companies by the big clients.

It is very obvious and genuine reason that the customers think twice before handing over a project because they are putting their time and money at stake.

For small business the best move here is to show the professionalism and approach of the big companies to increase the chances of getting big projects. One of the tools small businesses can use for this purpose is the call center software.

The call center solution is available with limited seats, i.e., 10 agents. It means 10 people can utilize the solution in parallel. This also doesn’t cost much in the pocket of the management. Hence, it gives great returns over investment by creating an impression of a bigger organization for your company. How? Let’s check quickly.

The call center solution comes with the features which makes it a perfect solution to handle the incoming calls. Some of them are briefed below:

  • Call routing, which will ensure to route the call to the right executives so the customers and prospects can quickly get the answer of their issue.
  • IVR (Interactive Voice Response) System, which will allow your callers to take a few actions on their own. This will save time of your staff and the callers as well.
  • CRM (Customer Relationship Management) tool Integration, which will provide the details of the caller every time they call in. This will empower your staff to provide personalized experience to the callers.
  • Time based call forwarding, which will forward the calls based on the specific time interval. For example, the call after office hours will be forwarded to the director’s number. This will ensure that each call is getting attended.
  • Voicemail integration, which allows you to get an important message in your call center system in case you wasn’t able to receive the call. This ensures to receive each important message.

The call center solution also comes with the advanced features for your lead generation team. For example, predictive dialer, to make calls to leads automatically and algorithmically, which will utilize your resources at their best. Disposition, which will allow your sales reps to add the status of the last call so for next call they may resume from where they had started!

Elision offers complete call center solution available at cost effective rates. To know more about it and to get a free demo, please contact us.

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Omnichannel Contact Center Solution is the Future

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The world is moving faster to the technological advancement. These technological advancements have made our lives simpler and faster. That’s the reason today’s consumers need fast response in one go. They are more impatient and need faster support services. This has increased challenges for customer care and support center.

However, these issues can be resolved with the omnichannel contact center solution. The amazing range of features made it loved by consumers as well as users. It has been predicted by the industry leaders that the omnichannel call center solution is the future. Let us share the top reasons for the popularity of this solution:

Single software to provide complete customer support

The omnichannel contact center software is all in one solution for any small to big call center or customer support center. It is furnished with all advance tools and communication modes a customer care center would require to provide holistic support to the customers.

It eliminates the requirement of additional software and hardware which decreases capital investment and ongoing maintenance cost. For example, this type of contact center solution has a WebRTC based web-phone, which eliminates the need of softphone and IP Phones.

Now, a contact center can give web to web calling feature to its customers. There are many as such features which reduce the operational cost of the owners and increases quality of service, which made it the perfect solution for business investors and owners.

Increase customer satisfaction

The omnichannel contact center solution is furnished with the advancements and different communication channels so it can delight each type of customer. Also, it adds many tools of self serving so the customers no longer need to stay in the call queue; they can fulfill their requirements on their own.

The advanced communication feature such as video calling helps in increasing satisfaction of tech-savvy consumers. Furthermore, the texting mode of communication gratifies the millennial who prefer texting over voice calls according to the study results.

The omnichannel contact center solution also has features such as sticky agent and skill based routing, which ensure the best customer experience.

Match pace with the latest trends

The omnichannel contact center solution supports all recent technological trends. For example, the contact center solution can get set up over cloud to ensure availability of data all the time.

Also, it supports latest security mechanisms, browser based calling and other trends to give a foolproof solution to both consumers and users.

The omnichannel contact center solution satisfies the business need of call centers and customer support centers. Also, it meets the preferences of the customers of the businesses aka customer care and customer support centers which make it the future contact center solution for any industry.

Want to know more about the omnichannel contact center solution? Get in touch with the experts.

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Contact Center Solution Philippines: Perfect for All Filipino Call Centers

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Contact Center Solution Philippines to Increase Revenues

The Philippines is renowned for many things and one of the things that make the Philippines renowned is the call centers. These call centers in the Philippines run 365*24*7 to provide support and customer care services to the global customers. As per the stats a majority of these call centers use VICIDial solution along with some expert VICIDial customization. The VICIDial is a nice call center solution. However, it is an open source and that’s why there are some limitations. The call centers in the Philippines which have to be up and running even during the odd whether has to use more reliable and robust contact center solution.

The contact center solution Philippines is specially designed to meet the need of the call centers in the Philippines. It has all features to run blended calling campaigns as well as it automates certain task so the agents of the call center can focus more on the productive tasks which needs their skills as an agent. (more…)

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Contact Center Solution with Latest Trends for Structured Customer Experience

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A lot of changes were seen in the field of call center software and customer experience in the year 2017. Virtual agents and cloud communications were on the front line of everyone’s minds, and social media became more important than ever.

Talking about 2018, this year is shaping up to be the year of deliberate thinking, increasing intentional social media conversations, better analytics, and new ways to involve artificial intelligence.

I would like to share a list of the most influential trends that have affected the call center software and their technologies in recent years:

High-end contact center analytics:

The days where one had to rely on administrative skills and know-how to get the best out of a call center agent is gone. Even small businesses are seeking advantage of real-time analytics to convert real-time data like ongoing calls, ringing calls, etc. That’s the reason the contact center solutions like Dialshree with live call details are gaining more popularity.

Digital Transformation:

As customers are demanding more consistent and comprehensive experience from the contact centers an BPOs, the interactions are no longer an unequalled venture. Digital transformation is playing a big role in this industry.

With evolutions like blended omnichannel communications through the internet of things (IoT), a positive digital transformation strategy is becoming the focal point for some growing businesses. Moreover, the Call Center Social Media Integration is becoming buzz in the industry.

A widespread omnichannel communication:

This type of communications (in terms of contact center solution) continues to segregate responsible businesses from their more responsive counterparts. It is also successful in giving the customer a personal feel that leads to quick decision making.

The BPOs, KPOs, Call Centers and Customer care centers need the omnichannel contact center solution that can let them use all modes of communication. Mass incorporation of Cloud in call centers: This trend is particularly becoming more important as a part of their communication infrastructure strategies.

Cloud is becoming a necessity for the businesses that want to take advantage of smooth team communications and remote access of their communication infrastructure, including the call center software.

Increased number of remote agents:

The remote agents in call center business have become an indefinite segment. With the add-on modules like Remote Agent available in contact center software, the agents can carry their work while on the move backed with access to real-time analytics.

Social media conversations in a “two-way” methodology:

To improve in the field of contact center solution, an effective presence in social media is necessary. Customers require a platform where they can go and place a feedback and gain knowledge about their liked businesses. All these leads from social media needs to be collected and contacted to increase sales and customer retention. The social media call center integration has made this possible.

Merger of AI with customer interactions:

These days businesses are getting more extended into predictive analytics, using AI apps (falls under call center software) to assist symmetrical call center experiences for customers and agents. It’s worth studying the business advantages of contact center solution that uses AI.

It makes customer behavior predicative so the better service can be given. We all know predictive dialers and its popularity. Now, the call center solutions are moving ahead to gain more benefits with the AI.

Conclusion

Call center solution has to be taken care of if that firm is seriously looking forward to a bright future. Predicting the next big thing can be intimidating, but the fast transformations in call center solution are actually taking over.

Prosperous brands are taking advantage of the opportunity to structured customer experience by spending on the new technologies and developing their human agents accordingly!

Our Contact center solution, Dialshree is furnished with amazing modules and feature that makes it the best contact center solution for the companies looking for an ultimate solution. Contact us for more details and a free demo.

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Top 5 Things to Remember While Handling Inbound Call Center Service Calls

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Things to Remember While Handling Inbound Call Center Service Calls

Call centers can achieve success milestones only if they provide the best customer services. Whether it is a BPO or an in-house call center setup for a business, the agents / executives must have required skills and expertise to handle the customer calls.

They must have latest tools such as, Contact center solution, CRM solution, etc., so they can handle the calls efficaciously. Moreover, the companies must conduct training sessions on a regular basis to train the agents / executives to handle calls.

The customer care centers often attend inbound calls and following the tips shared in this article will improve the skills to handle a call and increase customer satisfaction.

Be Professional

Whenever you attend the call, you have to make sure to be professional. Of course, good contact center software pops up the script that you may read to assure the professionalism required. However, in a live call, you will need to take care of certain unexpected questions and allegations; sometimes you may need to deal with stubborn customers who just don’t want to listen to your side of the story.

In any case, you need to maintain the professionalism. You have to ask questions and respond to the questions in the most formal manner. Even if the customer is friendly or rude, you have to maintain the same tone, style and etiquette.

Give Personalized Answers

Nobody likes to talk to a machine like an agent / executive who gives mugged up answers or read the script monotonously. Thus, you have to make sure that you listen to the conversation carefully and give personalized responses.

The BPOs and customer care centers take benefit of the Call Center CRM Integration. This integration opens a popup of lead information within the call center software. The details are fetched from the CRM solution. This information popup really helps agents to provide a personalized response to the caller to delight them.

Stay Positive and Calm

One of the toughest jobs in the world is of a customer care executive. He needs to deal with furious, rude, nowise, stubborn, tired, funny, happy and over excited customers. It is tough to maintain the cool in all situations, but that’s their job.

No matter what the situation is and what type of client the agent is dealing with, he has to stay positive and calm. Of course, agents are humans, too, and can get frustrated or irritated, but you have to keep calm and give positive answers to the customer and that’s the key.

Take Control

The trait of super successful agents is they take control of the situation and the call from the very first minute. To do this all you need to do is, gain the trust of the customer and make them realize you are favoring the customer and he will get the best solution. This is a tough job, but learning and practice can make this impossible looking job possible.

Don’t Argue

When you start arguing, you actually lose the game. You might be dealing with the angry customer and arguing with them can make them furious. You better put your points in a different manner, so they don’t find it as an argument.

Concluding Note

The agents / executives can cultivate the traits of handling customer care calls effectively. All they need to do is focus on the solutions than the problem. Also, they must be empowered with the advanced call center tools.

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Why Dialshree Is the Best Contact Center Solution?

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Reasons why Dialshree Is the Best Contact Center Solution

Contact center solution is important for any call center or customer care center to run their lead generation and lead nurturing campaigns effectively.

There are hundreds of call center solutions available in the market, but we are proud to say that the best contact center solution is Dialshree and we can confidently say that there is none other solution as good as the Dialshree. Wondering, why?

Let me share the top 5 reasons that prove the Dialshree is the best contact center solution.

1. Feature-rich

The Dialshree contact center solution is furnished with all simple to advanced features that are required to run inbound, outbound or blended calling campaigns.

The agents can double their productivity with all available calling controls and at the same time, the supervisor can barge-in, whisper or coach the agents provide the best service to the caller.

The call centers can increase customer satisfaction with the features such as, skill based routing, predictive dialer, sticky agent, progressive dialer, etc.

Along with all the available features, we can also develop custom features to meet custom business needs such as collecting the leads from web forms or social media pages and feeding in the call center solution to run outbound calling campaigns.

We can also develop automated callback features to run follow-up call. There is no functionality that can’t be added in this call center software.

2. Multiple Communication Modes

The Dialshree is the complete contact center solution. It provides all different modes of communication on need basis, including, but not limited to:

  • Voice
  • Video
  • Instant Message (chat)
  • Email
  • SMS
  • Fax
  • Social Media

It is a true omnichannel contact center software that will let you enjoy the benefits of the unified communication.

3. Value Added Add-ons

The Dialshree contact center solution comes with all required features to empower your call center. However, it keeps a few features available on need basis.

These are the value added features and available as al carte modules that can be integrated on need basis. Apart from the available add-ons, this call center software is flexible and let you integrate any third party system in it.

For an instance, you can integrate any custom or open source CRM solution within the Dialshree contact center solution to streamline operations and lead management.

4. Round the Clock Support

The support team of Dialshree works round the clock and provides best-in-the-industry support services. The company offers the turnkey contact center solution to the customers in India as well as it offers on-premises services.

It means the VoIP experts install and setup call center software and required hardware to run either SIP or PRI based call center. The company also offers remote and on-site support services.

5. Competitive Rates

The Dialshree: Contact Center Solution is one of the best call center software in the industry and at the same time it is available at competitive rates. The company lets you choose the number of seats and features based on your budget and requirements. Thus, you can get this solution within your budget with the features you need.

To explore more details about the Dialshree: Contact Center Solution, please Contact us to get a free demo and consultation in which our executives will share the benefits of this solution in context of your business.

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Social Media Integration in Call Center Software to Accelerate Sales Campaigns

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Social Media Integration in Call Center

Call center solutions are heavily used by various businesses, BPOs, lead generation centers and all other industry verticals run various sales campaigns. Whether it is a bank that runs campaigns to generate leads for loans and credit cards; or it is an insurance agency that runs campaigns to sell more policies; or any other business you think of. Lead generation is need of all business verticals. To generate leads two most effective methods are: run digital marketing campaigns and run outbound calling campaigns through a contact center solution.

Do you know you can amalgamate power of digital marketing and outbound calling via contact center solution?

Yes, you can do that and we can help you in this process of doubling the power of two most effective lead generation methods and accelerating your sales campaigns. We provide social media integration in the call center software, so you can blend the power of both of these most powerful tools for lead generation. You can extract leads from your social media marketing campaigns and feed it in your call center solution. Once the leads are fed, you can run outbound calling campaigns.

We have helped many clients with our call center social media integration service. Recently, we have integrated Facebook feed of our client’s business page within the custom contact center software they are using, namely, Dialshree.

How Social Media Call Center Integration Works to accelerate sales campaigns?

Here is a real case study used by our client that has integrated their Facebook business page and the contact center solution.

  1. They run various social media marketing campaigns on their social pages that collect contact details of the customers and prospective customers in the form of comments or direct messages.
  2. Our integrated solution collects all these lead information from the social media business page and profile, bifurcate the information and feed it directly in the call center software
  3. The executives of the sales team can use these leads to run campaigns related to the social media campaign that collected these leads as well as other related campaigns.

As all the leads are organically generated and the prospects have shared their numbers, these contact numbers can be used to run various marketing campaigns because these are opted numbers.

We can integrate Facebook and other social media marketing platforms in any call center software. You must have access to the code of the software if it is a third part call center solution that you had bought from a vendor. We also provide VICIDial customization in which we integrate the social networking platforms in the VICIDial: open source contact center solution.

Key Benefits of Social Media Call Center Integration:

  • Increase opted leads
  • Increase contact database
  • Automate lead generation process
  • Increase power of social media and call center tool
  • Boost benefits of social media marketing and lead generation campaigns
  • Increase revenues
  • And more

Our customers are enjoying abundant benefits leveraged by social media call center integration service. You can be our next customer that accelerates his sales and lead generation campaigns. Contact us for more details.

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How to Use Skills based Routing Effectively?

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Tips to Use Skills based Routing Effectively

Almost all modern call center software is equipped with a variety of call routing rules to increase agents’ productivity and customer satisfaction. Skill based routing is one of the advanced call routing module that will let you utilize the full potential of your agents. That’s the reason almost all contact center solutions come with this feature.

Having skill based routing feature doesn’t finish your job, you have to take certain steps to make the most out of it. To help you assure that you use your skill based routing effectively, here is a step wise guide.

1. Build a skill set and map it to the agents

Each call center would need different types of skills in its agents. Some skills can be taught as part of training programs and some are prerequisite in an agent before awarding him a job.

Your agents will have multiple skills such as, speaking multiple languages, taking care of different types of concerns, etc. You should make a list of skills that are most important to handle calls effectively and map those to the agents that hold those skills.

2. Create call routing rules for skill based routing

The skill based routing automatically route the call to the most skilled agent, but for that you have to define the call routing rules. When you start using a contact center solution, it will not know the details of your agents and their skills. Thus, you have to configure rules for the same. You can take help of your provider to set these rules for you.

3. Monitor and Fine-tune

Don’t just sit back after setting the skill based routing; to assure it is working at its best, you must monitor the call logs and voice recordings. Review how it is going. A well configured skill based routing will show the following results in the call reports:

  • Decreased hold time
  • Decreased call transfer ratio
  • Short call times

If you see you are not achieving noteworthy results, you can reconfigure the skill based call routing rules and also arrange training sessions for your team to increase and improve their skills set.

Conclusion

These are the three steps that you should follow in a step-wise manner to assure your skill based routing is working effectively.

Looking for more details or feature rich contact center solution? Contact us.

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Call Center CRM Integration: Empower your Agents to Cater Customers with Personalize Omnichannel Communication

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Call Center CRM Integration - Elisiontec

Each business has a customer care center whether in-house or outsourced to a third party call center. The two major solutions used in the process of effective customer support area

  1. CRM solution to manage customer information and
  2. Contact center solution to make and receive calls to provide real time support service to clients.

Both of these are two huge systems and the agents normally need to switch back and forth between these two solutions. What If these two systems are integrated and your agents can access the major features of both solutions within a single screen.

Moreover, you won’t need to buy or change your existing call center software or CRM solution. You will not lose any of your existing data.

Yes, all of these can be possible with the Call Center CRM Integration.

We, at Elisiontec, have expertise in integrating any open source or custom CRM software and Contact center solution in a way that both systems’ can be accessed within a single window.

The CRM Call Center Integration will help you leverage many benefits. Explore top benefits of VICIDial vTiger Integration which are true for any other call center software and CRM solution. This integration will help you to empower your agents and customer care executives to perform better. They can provide a personalized support to clients confidently.

1. Synchronize

The CRM Call Center Integration will not only let you access the major features of these two powerful systems within a single system, but it will also synchronize these two systems in a way that it works in harmony.

All changes and operations made via one system will be reflected in the other as well. This will make the task of customer data synchronization efficient.

2. Streamline

The information and data synchronized in both systems will not only streamline the customer information, but also streamline many operations. The business development department can also take benefit from this along with the customer care and support division.

3. Simplify

The CRM Call Center Integration will simplify many operations such as,

  • Handling customer calls
  • Providing personalized support
  • Keeping customer data up-to-date
  • Handling contacts in omni-direction without any roadblocks.
  • And more

The agents will have easy access to all information that represents the real time data. The simplified operations and removed complexity will refill your agents with more confidence to provide the best services with a personalized experience to the clients.

4. Track

When we integrate the call center solution and CRM system so it can work seamlessly as a single solution, we also add a module that will let you track complete logs of all changes made to these solutions. You can track who made which change in the CRM system and when. You will also see a complete log report of calls made to the customers.

5. Empower

The CRM Call Center Integration will empower your agents to provide an omnichannel customer support with a personal touch. Your contact center solution and CRM solution will be empowered to work in harmony and your customers will be empowered with quick and accurate services. This way you can create a strengthened business.

There are many interesting and never seen before features that we offer as part of our Call Center CRM Integration services. Let us explain those in context to your business. Contact us.

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How To Open A Call Center Startup? A Step-wise Guide

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Call center business has always been in demand. These days it is evolving at a rapid rate because companies need professional customer care executives to take care of their customers and their concerns.

For businesses, more convenient option is to outsource customer care and support tasks to a call center than opening a complete call center, recruiting and managing agents, buying software like call center software, CRM solution, etc.

This has opened doors of opportunities for many aspiring business owners. Yes, you can be the next successful business owner. You can start a business by opening a call center. You can get local and international contracts of customer care.

Thinking about the budget? Guidance? And other similar questions?

Worry not! We, Elisiontec, have helped many companies to start a call center department or business. We can help you with our more than a decade long industry experience.

If you are starting with a good budget, then you should buy the best tools and hire the most skilled and experience agents. We can help you in the process with free consultancy service, get in touch.

But, if you want to start with a low budget, then the plan should be more strategic and cost effective. Let me help you with a step-wise process:

1. Complete legal formalities first

The call center is not a freelancing business; it is a full fledged business. Thus, according to your country’s law you should get a license and finish required legal formality.

2. Hire limited staff

You will need agents to handle calls and they must be well trained and skilled. However, until you get a handful of projects you can start slow. Hire limited agents. Once you get one or two projects, please make sure to hire more agents and supervisors. Don’t wait until you get too much of load to handle.

3. Start with open source software

To open a call center, you will require more than one solution such as Call center software, CRM solution, Helpdesk ticketing solution, etc. based on your service area. The custom solution can be heavy on the pocket. Thus, you can use open source solutions.

The open source solutions are free to use and you will get almost all required features to support your startup. All you need to pay is a setup fee to the developers who will install it for you. Below is the list of two most important open source solutions you must have:

  1. VICIDial: Call Center Software
  2. vTiger: CRM Solution

4. Customize the open source solution

This is really beneficial to invest some money in customization. The open source solution will not have all required features. With customization, you can get those missing features.

For example, VICIDial doesn’t come with a sticky agent feature. The VICIDial customization will get that feature for you. Your investment in customization will help you,

  • Providing better service
  • Increasing productivity
  • Increasing business

Thus, you must customize your open source solutions.

That’s it! You have a pathway to start your own business of a call center in limited budget. Still, having any confusion or query? Contact us.

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