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Category Archives: Contact Center Solution

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Top 5 Tips to Improve Customer Experience

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Top Tips to Improve Customer Experience

Customer is the most important entity for any business. Thus, it is important to assure that your customer receives the best experience. A positive customer experience is important for almost each business, regardless of industry vertical.

However, for call centers, customer care centers and similar businesses, the customer experience is even more important. Even after assuring everything at possible extent, it is possible the customers are not happy with the service.

We, Elisiontec, have been offering a wide range of customer service related solutions. We have been working closely with many companies to improve their customer care service and based on our experience, we would like to share the top 5 tips to improve your customer experience:

Assure you have a team of skilled agents

Your agents aka customer service executives must be trained and skilled to talk with the customers. They are responsible for ultimate customer experience.

Thus, you have to assure that the agents you hire are skilled. Also, you need to arrange training on a regular basis to keep their skills up-to-date so they can provide the best customer experience in any kind of situation.

Allow your customers to self serve themselves

One of the biggest reasons of frustration is: for 5 minutes of solution; the customers need to stay in the call queue for 15-30 minutes. The best way is to let them self-serve themselves. You may add IVR Solution in your telecommunication so the customers can get their answers on their own.

You can also put a callback option so they can leave a callback request. This kind of solutions can let customers get answers on their own as and when possible promptly.

Advanced Tools

You must have advanced tools for your customer care staff such as an advanced call center software, CRM system, etc. Also, you should add more than one mode of communications such as a voice call helpline, email, live chat solution, etc. So the customers can reach you with their convenient mode of communication.

You can also use a missed call solution that will allow your customers to just give a missed call to have a callback. This solution works really well for support centers when customers are frustrated with their issues. The missed call solution works to pacify them by not spending on raising a complaint.

Provide Personalized Experience

You must provide personalized experience to your customers and callers. This will make them feel valued and help you in improving the overall positive customer experience as well as customer loyalty. You can train your customer care executives to provide a personalized service.

Also, you can use the sticky agent in your call center software so the customer call will be routed to the same agent all the time. This will make customers feel more comfortable. You should also integrate call center and CRM so the agents can have customer details in front of him during the call, so he can use that information about the customer to provide better customer experience.

Streamlined operations

Your team and tools must be streamlined and up-to-date. All records in different software such as call center software, CRM system, etc. must be identical for the same customer. You can train your staff to be accurate about it.

Also, you can take advantage of technology such us integrate different solutions, i.e., Call Center CRM Integration. This will assure the update of record in one solution is also reflected in another solution in real-time.

Conclusion

In a nutshell, we can say to provide the best possible customer experience, you need to have a skilled staff and you should have ongoing training and mentoring program for them. Also, you must have advanced tools and solutions to support your team to offer the best customer experience.

Contact us to know more how we and technology can help you improve your customer experience.

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Call Center CRM Integration: Complete Guide

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Call Center CRM Integration-Complete Guide

The call center and BPO industries have been growing for many years. With the revolution in the digitization sphere, the customers have become more informed and competition has been fierce. That’s the reason more and more businesses have started understanding the worth of a customer support and call center department.

The organizations either outsource their projects to renowned call centers or they buy call center software and set up an in-house customer care team. To provide improved and the best customer support, you will also need a CRM (Customer Relationship Management) solution. CRM is a huge system that helps your support and business development teams to manage and automate lead conversion and lead nurturing tasks.

The call center software and CRM solution are two different systems and generally, the agents and staff need to switch back and forth between these two systems to perform lead nurturing and customer support tasks. This results in delayed response, decreased productivity, long call wrap-up time, and some other concerns that negatively affect the revenues and business.

CRM Call Center Integration

This is a service offered by the experts that integrate the CRM solution into call center software and vice versa, based on your requirements. Once these two solutions are successfully integrated, you can use both of these solutions within a single system.

For example, you can get a call widget from call center software within the CRM solution. On the other hand, you can access lead information as well as edit and/or add lead information in the CRM solution from Call center software.

Here is the video that provides a step-wise guide on CRM Call Center Integration:

The experts can integrate your existing solutions with each other so you don’t need to worry about data loss or data migration. You can integrate any custom or open-source solution. Some of the most commonly used call center and CRM solutions are listed below:

Pros of CRM Call Center Software Integration:

There are many benefits of integrating a CRM solution in the call center solution and vice versa. Let’s have a look at the top 15 benefits of the same:

  1. Flexible and Convenient
  2. One time process
  3. No need for data migration
  4. No investment of time or money to learn a new solution
  5. No need to switch windows
  6. Provide personalized response to callers
  7. Update CRM data from call center software
  8. Get click to call and call center call widget within the CRM solution
  9. Save time
  10. Reduce the call wrap-up time
  11. Increase productivity
  12. Increase customer delight
  13. Improve Customer Loyalty
  14. Improve revenues
  15. Increase ROI

These are the 15 major benefits of Call center and CRM Integration. It will combine features of both systems within a single window.

We, Elisiontec, have benefited many clients all across the globe with our best in the industry call center and CRM solution integration service. We would be happy to provide free consultation and a free quote. Contact us to initiate discussion.

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VICIDial vs Custom Contact Center Solution

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Call Center Software is one of the most important tools for any small to big call center or contact center. There are many call center software available in the market, including open source and custom solutions and this makes confusion in many call center owners.

Whether to use GoAutoDial or VICIDial open source solution or custom call center software? If you, too, are facing this question, fret not! This article will guide you to have a clear answer for your question of which is the best call center solution for you.

To define the best contact center solution for you, we will consider three important factors which are listed below:

Cost

When you start thinking about purchasing contact center software, the first thing comes in mind is budget aka cost. If you have a very tight budget, the best contact center solution for you is VICIDial Solution. It is an open source software and available for free. The only cost aka fee you need to pay is installation and setup fee for the VICIDial expert who perform this task for you. (more…)

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Top 3 Advanced Contact Center Software Features to Improve Customer Satisfaction

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Top 3 Advanced Contact Center Solution Features

Gone are the days when manual calling was used by call center agents and manual entries were made in the excel sheets. The manual processes are tedious, slow and error prone.

That’s why more and more people have started using Contact Center Solution to fuel up their calling activities along with the benefits of streamlined and well organized records with all required details.

This article shares top 3 features of contact center software, which increases customer satisfaction.

Skill based call routing

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

This can increase the first call resolution ration and also decrease call wrap up time, which are two most important scales of good performance in the call centers and customer support centers. The advanced contact center software such as Dialshree provides a feature called, skill based routing.

According to this feature, the incoming call will be routed to an agent who has required skills to answer the calls and handle it with the best possible approach.

Sticky Agent

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

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

Whisper

It is a normal scenario in a call center or customer care center that an agent run out of information or expertise to resolve a customer’s concern. It may frustrate a customer, if an agent put him on hold or in a call queue to supervisor. Here the feature, called, whisper, of contact center software can be really helpful.

Here, the agent don’t need to transfer the call or put it on hold; he can get mentored by his senior or supervisor, how to handle the request, that too, without acknowledgment of customer.  This would create a good impression in customer’s eye that the call center or customer care center has qualified staff because according to the statistics, the biggest concern of the caller is the customer care center staff is not qualified enough or don’t have enough knowledge to resolve their concerns.

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

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Automobile Industry Blossoms with Contact Center Solution

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Gone are the days when once a vehicle is sold, the work is done for the Automobile center. Now, the Automobile centers are involved in many best practices to increase the sale and recurring as well as referral business. These activities include:

  • Marketing about existing and new range of vehicles
  • Helping customers with constant support to finish all required documentation and paperwork
  • Staying in touch with the customer as part of customer relation building activities

In fact, there are many automobile centers, which also assist customers in the process of vehicle insurance, vehicle service, RTO passing and many other post sales activities to increase the revenues and business model expansion. (more…)

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