Call Center Service - Elision Technologies

What to Keep in Mind while Selecting Call Center Software for Collection?

Posted on January 21, 2021 - 9:33 am by Hiren Pancholi

Call Center Software Selection Tips for Collection Agencies

While looking out in the market, there are many options for a call center solution available. All call center solutions will have the same basic features, but what makes them different are the advanced features or add-ons they have to offer. While you are looking for a call center solution for a collection agency, you need to be even more meticulous. Selecting yet another call center solution would result in limited features or added expenses, so it is recommended to select the right call center solution for collection agencies.

Major tips to follow while selecting a call center solution for a collection agency:

1. Look for features related to the collection

All call center solutions are developed to run sales and customer care campaigns. All collection campaigns are way different than standard customer care and sales campaigns. It needs more exclusive features for lead grouping, filtering, etc. The software may not have all the features you need, but having at least some features can be helpful. For example, even if a call center solution does not have the required features, but if there is an add-on like collection module, which can be integrated into the call center software with call center collection integration, then it can provide you the required features, which can help in improving productivity and performance.

2. Check the flexibility of the software

A majority of companies offering call center solutions also offer call center CRM integration, but to improve customer experience, it is not enough. A collection agency usually fetches data from different sources to fetch the customer history. The agent should have this information in front of him to have a more firm conversation related to the debt collection. Therefore, along with call center CRM integration, the software should also support integration with other solutions or APIs. Therefore, check whether it is flexible enough to integrate other software and APIs or not.

3. Ensure security

The collection agencies store sensitive information related to customers, their payment details, buying history, etc. All of this information has to be safe and secure. Usually, the companies offering contact center software also give recommendations to keep the software and data traversing into it safer. Therefore, checking for security options is necessary while buying a call center solution. Even if there is a paid add-on to add more advanced security mechanisms, it is worth investing.

4. Stay aware of customization cost

All collection agencies have their own set of requirements. Even if a call center solution has a collection module and other features, there can be some customization needs. For example, adding validation into certain form fields and more. Therefore, being aware of customization costs is necessary. It will help you in the selection process.

These tips have to be on your mind while looking for a call center software for collection agencies.

We offer a call center software, collection module, and some other offerings to benefit collection agencies with a reliable call center solution. For more details, contact us.

Use Cases of Inbound Call Center Solutions

Posted on January 18, 2021 - 7:29 am by Hiren Pancholi

Call center solutions are used widely by different businesses and call centers to run one or more types of campaigns. Earlier, each call center solution usually had some features, which used to allow call centers to fulfill one sort of task. For example, if it is an outbound call center solution, it would only allow making calls. However, now this is not a roadblock. A single call center solution can be used to run both, inbound and outbound calling campaigns. In addition to that, it can also be used to run blended campaigns. Agents can attend, both incoming and outgoing calls. Along with features, the use cases of call center solutions are also increased.

If you are majorly using the inbound calling features of a contact center solution, in this blog, you will get to learn about different use cases of an inbound call center solution.

1. Customer care

This is the most renowned use of an inbound call center solution. In fact, many companies and call centers buy a call center solution or use a hosted call center solution for this purpose only. If a company is offering different eCommerce products and handling customer calls to give updates related to shipping charges, product delivery date, resolving customer concerns, or if the company is a software company and offering technical support to its customers, the inbound call center solution can be used. All customer concerns and questions can be resolved by using a call center software.

2. Inbound inquiries

Many companies use this software to handle inquiries. Some businesses are so popular or running excellent digital marketing campaigns and get many inbound inquiries. Many companies still use a traditional way to handle inbound inquiries by using emails or traditional telephone or mobile phone-based conversations. However, using a call center software or an omnichannel call center solution can really be a great tool to handle inbound inquiries. This software has many features, which aid business development executives or agents to handle the calls more professionally and convincingly. Even follow-ups can be timely and proactive to convert more leads.

3. Booking services

Many businesses such as hotels, travel and tourism agencies, theaters, restaurants, bus booking companies, etc. receive multiple incoming calls for booking requests. All these businesses can use a call center solution to handle booking requests. Each call center solution has a lot of call center automation features, which even help to automate the booking operations. Only complicated cases need to be handled by the staff.

These are the top 3 use cases of an inbound call center solution. There are many more use cases of this software depending on the nature of the business.

We offer a call center software solution, which is available as a hosted or a proprietary solution. Both models get multiple features to run inbound, outbound, and blended campaigns. Our executives can share more use cases in regards to your business. Contact us for more detailed information related to call center solutions and their utilities.

Top Tips to Improve Customer Experience

Posted on January 11, 2021 - 9:08 am by Hiren Pancholi

The 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 every 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 a possible extent, it is possible the customers are not happy with the service.

We have been offering a wide range of costumer 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:

1. 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 the 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.

2. Allow your customers to self serve themselves

One of the biggest reasons of frustration is: for 5 minutes of the 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 solution can let customers get answers on their own as and when possible promptly.

3. Advanced Tools

You must have advanced tools for your customer care staff such as advanced call center solution, CRM system, etc. Also, you should add more than one mode of communication 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.

4. Provide Personalized Experience

You must provide a 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 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 a call center and CRM so the agents can have customer details in front of them during the call, so he can use that information about the customer to provide a better customer experience.

5. 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 to the same customer. You can train your staff to be accurate about it. Also, you can take advantage of technology such as integrate different solutions, i.e., Call Center CRM Integration. This will assure the update of a record in one solution is also reflected in another solution in real-time.

End Notes:

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.

Omnichannel vs. Multichannel Call Center Solution

Posted on January 7, 2021 - 2:35 pm by Hiren Pancholi

With the increasing use of different call center solutions, different terminologies also got popular. In this article, we are going to discuss the two most popular terminologies relate to the call center software:

Omnichannel call center solution and
Multichannel call center solution

Knowing what means each of this term and understanding the difference between both can help you choose the right call center solution for your business.

What is an omnichannel call center solution?

A contact center software that supports all majorly used communication channels is called an omnichannel call center solution. It is also called a contact center solution. Below is the list of majorly used communication channels of the 21^st century:

Voice calls
WhatsApp
Facebook, Twitter, and other social media platforms
SMS
Email
Video call
Live web chat
Fax

What is a multichannel call center solution?

A call center solution, which uses multiple (more than one) communication channels, is called multichannel call center software. It does not support all communication channels similar to omnichannel contact center software.

Difference between omnichannel and multichannel contact center software:

As now you are aware of the fundamental difference between call center solutions, let’s explore more details, which make them different. We will also share, which type of call center solution is good for what type of customers.

Omnichannel call center solution provides a complete and holistic solution. On the other hand, a multichannel call center software only offers a competitive call center solution that is empowered by multiple modes of communication.
As many communication channels and their APIs get integrated into the omnichannel contact center software, it is an expensive solution compared to multichannel software.
An omnichannel contact center dialer shares all communication channels with the agents. It means the holistic approach can be followed to deliver universal services. On the other hand, a multichannel call center solution does not provide a combined system. The communication channel works independently. Therefore, if an agent is attending a complaint call from the customer and if that customer had communicated via email, then the agent will not have that information. Of course, if the customer had called at the call center more than once, then the agent will know the call history (subject to features of the call center software).
Both of these solutions enhance customer support and sales campaigns. It allows agents to reach out to the customer on his or her preferred mode of communication.
A majority of call center solutions, in both cases, offer call detail reports to provide the performance of each communication channel.

Which one is right for your business?

Of course, an omnichannel call center solution is the best choice for any business. However, it is not necessary to go for it only. If you have some budget constraints or if your customers are less likely to use all different communication channels then you better go for a multichannel call center solution.

We can help you chose the right software and can also provide that software for your business. For more details, contact us.

How to Start a Successful Call Center Business that Earns High ROI since Inception?

Posted on January 4, 2021 - 6:44 am by Hiren Pancholi

A call center is a profit-making business and you can launch yours as well. In this blog, we will share how you can start your own call center business, which earns high ROI since inception. Learn how to launch and run a successful call center business.

1. Know your requirements

Before buying a call center solution and start looking for an office, you need to first know what exactly you need. For that, you need to define the following:

Your target market
Your business objectives
Your capital investment
Your monthly investment

This is necessary to define what kind of call center solution you will require as well as how many agents you will need to run the call center campaigns.

2. Start low

If you have a huge capital investment, you can get the best omnichannel call center solution. However, to ensure you make higher ROI since inception, you can follow the below-mentioned approach:

Get hosted call center solution
Set up a virtual call center
Run in multiple shifts

This way you will be able to keep expenses bare minimum. On the other hand, by catering to customers in different shifts will increase customer satisfaction. You will also need bare minimum seats in the hosted call center solution to save more bucks.

3. Run campaigns to generate sales

The call center solutions can be used to run incoming and outbound campaigns. Usually, call centers run campaigns only for customers, but you can also run your own campaigns. In fact, each call center should run outgoing campaigns to generate more leads and more sales. This is necessary to increase revenues constantly and not getting stuck at a single point.

4. Focus on customer experience

The competition in the market is really fierce. Therefore, it becomes necessary to get the best results from the campaign and follow the most professional approach. This will help you deliver a better customer experience. Higher customer satisfaction by delivering a better customer experience will result in increased customer loyalty and recurring revenue generation.

5. Upgrade the features of call center software

Once you start making more money and capturing more customers, it is highly recommended to upgrade the call center software. This will help you add more features and functionalities along with automation. Therefore, time can be saved more and accuracy can be increased even further. You should also invest in call center CRM integration. This integrated solution will let you deliver more personalized services to the customers to increase their satisfaction. If you are not using an omnichannel call center solution, you must adopt it even if you continue using an omnichannel call center solution. Upgrading the call center technology will help you deliver a better customer experience and capture more leads.

Conclusion

This approach will let you launch your own call center business with minimum investment. Moving ahead, you will be able to generate more revenues with minimum expenses, which will result in a higher ROI.

Looking for a call center solution? Contact us.

Contact Center Trends 2023: Get Ready for the Future

Posted on December 31, 2020 - 7:09 am by Hiren Pancholi

Call Center Trends 2020 That You Must Know

Similar to all other industry verticals, the contact center industry also faces changing trends every year. The year 2020 has impacted many aspects of this industry, which is why it has become even more crucial to look forward to the future trends to be witnessed by the contact centers. Knowing the trends will help you get ready for the future and stay ahead of your competitors.

In this blog, we will share major contact center trends to look forward in 2023.

1. Number of remote call centers will increase

The year 2020 enforced remote operation to obey the legislation and to reduce the spread of the COVID 19. Therefore, many call centers had started using a cloud call center solution with a ‘Work from Home’ add-on. This allowed contact centers to experience the benefits of remote call centers. This trend will continue. The number of remote call centers has increased and it will increase even further in 2023.

2. Self-service options will be inevitable in contact centers

Automation in contact centers has been important for many years. The scarcity of the workforce has made this need even more evident. Self-serving options to let customers get answers to their queries automatically have become necessary.

The best call center software comes with a wide array of features, which lets customers get the answers to the frequently asked questions without the intervention of humans. Chatbots and voice assistants can also take over this segment to deliver more reliable and accurate self-serving features in 2023.

3. WhatsApp and social media will overpower calling channel in contact centers

The omnichannel call center solution has been in use for many years, but in the year 2023, it will become a necessity. Gone are the days when customers stay in the call queue for long minutes until they connect with the customer care executive and get the resolution.

Now, customers grab their smartphone and tweet their anger on Twitter or post an angry comment over the Facebook page of the company. This has made use of the omnichannel call center solution necessary. Even if one does not use omnichannel contact center software, integration of popular communication channels like WhatsApp, Facebook, Twitter, etc. is mandatory as those are the future communication channels.

4. Major focus will be on the client-employee experience

For many years, the contact centers have been focusing on delivering a great customer experience. However, things are more likely to change to give equal importance to employees in the year 2023. As per the industry experts, to deliver an excellent customer experience, the companies need to have experienced and well-versed agents.

If employees are not nurtured and valued in the contact center, they are more likely to switch the job. This increases the hopping ratio, which is also known as the job rotation rate. This can result in a waste of money and time as well as poor customer service. Therefore, the new trend in the contact center industry will be focused on good employee experience along with the customer experience.

These are the major trends, which will shape the future. Are you ready to welcome the year 2023?

DialShree Advancements 2020: Made It More Prevailing

Posted on December 28, 2020 - 2:45 pm by Hiren Pancholi

DialShree has been one of the leading call center solutions. For more than 13 years, we have been catering to our global customers with this advanced and feature-rich call center solution. Since its launch, this software has been one of the most advanced and most appreciated solutions. To stay ahead of time, we have been innovating and adding an amazing range of features. The year 2020 was hard, but it could not stop us from adding more advanced and empowering features.

In this blog, we will share more details of the major features we have added this year to benefit our customers.

1. Data verification

This add-on lets managers verify and authenticate phone numbers and email addresses. In addition to that, Data Verification add-on also provides value-added information such as the country of the lead, its time zone, local phone format, phone carrier, country code, etc. The information provided by this add-on can help in classifying leads and run group-wise campaigns.

2. WhatsApp integration

We have been offering call center CRM integration as well as email and SMS integration. We have added call center WhatsApp integration to offer an additional communication channel. After the integration, WhatsApp will be made available within the call center dialer as an additional communication channel.

3. Social media integration

Along with WhatsApp, we have also added social media platforms. Customers use social networking sites to share their thoughts and queries. To address these questions and concerns of clients or prospective customers, the use of social media channels has become necessary. To make sure our customers do not need to juggle between different social media channels and call center software, we have made the integration of popular social media sites such as Facebook, Twitter, etc. with our call center solution, DialShree.

4. Collection module

One more amazing feature, we have added to our contact center solution is a collection module. It is an exclusive module developed with multiple features to empower collection agencies. It automates many operations related to collection campaigns to ensure high productivity and accuracy. Our call center collection integration service has empowered many collection companies.

5. DialShree Mobi

The use of smartphones has increased like anything in the past decade. To help call centers using DialShree and interested in using a mobile app to run calling campaigns, we have developed a mobile app, called DialShree Mobi. This mobile app is available for both, Android and Apple users. It has all features that agents need to handle incoming, outgoing, or blended calls.

6. Work from Home Add-on

The year 2020 changed many things and one of them was the working model. Many on-premises call center solutions switched to remote setup. We made a cloud call center solution available to our customers. Not only that, to ensure all challenges and roadblocks can be removed, we have developed the Work from Home module. It helps call centers to run true remote call centers. It can work even when agents do not have a system and internet. It has different working models, which make remote working possible.

7. Hosted call center solution

We also launched a hosted solution this year. Now, call centers or companies can choose to use hosted software instead of buying the license. All features and unified communication channels are made available at affordable rates.

If you are interested in any of these launched products or our call center software contact us.

Major Customer Communication Trends to Look For in 2021

Posted on December 24, 2020 - 5:50 pm by Hiren Pancholi

Major Customer Communication Trends 2021

The year 2020 was hard on the majority of industries, but it benefited some industries as never before. For example, internet services, IP TVs, telecommunication services, etc. were rising this year. At the end of this year, we are summing up the last some months and how the whole landscape has inclined towards certain spheres.

Being unified communication solution providers, we have been engaged in research and innovation along with other primary activities. One of our major offerings is the call center solution. To benefit our call center dialer users and all other professionals and businesses using any other call center software or any other communication tool must read this blog.

Based on our research, we have come up with some rising communication trends that will dominate the upcoming year. Knowing this information will help you, as a call center owner or as a call center software user, to define your growth strategy.

1. WhatsApp will be dominating

In more than 90%of countries around the world, WhatsApp has been in use heavily. For all sorts of communications, many people prefer WhatsApp messaging or calling. 1 billion active users per day are proof of the importance of WhatsApp as a communication channel in call centers.

According to a study, 9 out of 10 people prefer WhatsApp messaging for support communication. In countries like India, Mexico, and some other Asian countries, WhatsApp is the most preferred mode of communication. Thus, call center WhatsApp integration to add WhatsApp web into the call center dialer will be one of the basic needs of the companies in 2021.

You might be surprised, but many companies have already introduced WhatsApp support for their customers.

You must get ready to welcome your customers over their preferred communication channel, which is WhatsApp.

2. Video chat will have a major role

Video call in a call center might sound unusual to you, but it will not be in 2021. In fact, in the past two-three years, some specific industries have started leveraging the potential of video integrated into the call center software. Let’s see some examples:

Healthcare industry uses video chat to offer remote medical consultation
Banking and finance industry uses this solution for personalized communication, KYC processing, etc.

3. Unified communication will be the necessity

With the increasing digitization, customer demand, and growth of businesses, multiple communication channels have become necessary in the call centers. Moreover, some government legislations require call centers to follow some rules, including some communication channels. All this will make use of the governed use of omnichannel communication necessary for many industries.

4. AI-based communication tools will expand their wings

Along with the already available communication channels and call center technology, emerging technologies are also sneaking in. AI-based chatbots and voice assistants are likely to be part of call center solutions to automatically catering to customers and their concerns.

All these communication trends will dominate the call center industry. Therefore, getting ready to embrace the technology and delight customers is the demand of time.

If you need any technical help, we are here at your service. Contact us NOW!

How to Connect Emotionally with Customers?

Posted on December 21, 2020 - 7:06 am by Hiren Pancholi

Tips to Emotionally Connect with Customers

As per the conclusion of various studies made on customer behavior and other facts, “Customer retention increases in the companies, which have a stronger bond with customers.” Many companies invest a lot of time and effort to ensure that their customers are satisfied, but most of the time, the process of improving customer satisfaction and retention becomes mechanical and less effective.

One of the things any call center or collection agency should work on is thinking more about the customers and improving their experience instead of focusing only on KPIs. Become a customer-centric company rather than a KPI centric company.

Using a call center solution, some common questions need to be answered:

How much time and how many efforts it takes for a customer to reach the agent?
How many customers get first call resolution?
Are customers happy with the delivered resolution?

Once these questions are answered, you will get to know if your clients are happy or not. If there is an 80% of overall success rate, you are doing well and can improve for better results. However, if you are scoring less than that, then your strategy needs something more.

According to one of the hosted call center solution providers, building an emotional connection with the customers can help in improving customer satisfaction as well as retention. Here are some tips to help you with building an emotional connection:

1. Know your customers better

Without knowing your customers completely, it is not possible to deliver an empathetic solution. One thing you can do is run a campaign using the predictive dialer of your call center solution. In this campaign, do not focus on pitching any product; simply focus on collecting information about customers, their preferences, etc. This campaign should solely focus on knowing your customers.

2. Connect the customer to the agent having a similar personality

The best call center solutions like DialShree offer various call routing rules. One of them supports connecting the caller to the agent holding specific skills. Using this feature, the customer should get connected to the agent whose personality traits are similar to the customer calling for help. The information collected in a survey can be used to match customer’s and the agent’s personalities.

3. Repeat or use the same words as customers use

To build an emotional connect, agents need to be trained to reflect the customers’ personalities. One simple trick here is to follow what the customer says. For example, if a customer says, he needs his refund. Then the agent should also respond, he will check about the refund policy instead of saying I will see what are the terms for product return.

4. Add a human touch along with professionalism

The call center solution script gets fed with a professional and formal language, but the agent should be trained to add a human touch to build an emotional connect with the customer. For example, uttering the name of the customers repetitively, using emotional words and empathetic tone, etc. can help to build a bond.

Training agents and using the right call center software can help in building a better bond with the clients by emotionally connecting with them. We offer the best call center solution as off-the-shelve and hosted solutions. Contact us for more details.

What Elements a Cloud Call Center Solution Must Have?

Posted on December 17, 2020 - 4:59 am by Hiren Pancholi

Must Have Elements In a Cloud Call Center Solution

Because of the popularity of cloud call center solution, many vendors have started offering this software. Therefore, it is necessary to evaluate various aspects of the software before selecting the one. Usually, the features of the call center dialer related to customer care or lead generation would be the same in the cloud and on-premises software.

However, some elements are different in the cloud solution, which makes it different than its counterpart. To enjoy the benefits of the cloud contact center software, you must look for these elements or ask about the same to your provider.

1. Real-time remote operations

One of the major advantages of a cloud call center solution is remote access. The call centers can let their teamwork remotely. This also lets companies hire the most skilled agent across the globe. This becomes challenging with an on-premises call center solution. The cloud call center software should not only support remote access of the contact center dialer and other IT tools, but it should also offer secure access to them. Moreover, your software should have live dashboards to let supervisors or admin monitor productivity and other important metrics.

2. Cost benefits

Many people think that a cloud contact center solution is more expensive compared to the on-premises solution, but this is not true. The cloud software gives way more cost benefits than an on-premises solution. The cloud space can be optimized. Moreover, some cloud hosting platforms offer a “Pay as You Go” model, which helps in saving more money on cloud software.

3. Custom integrations

This has become a necessity nowadays. Integration of other software such as IT help desk ticketing solution, CRM software, etc., and other APIs like WhatsApp, SMS, email, etc. are necessary to deliver better customer services. Usually, the contact center solutions support the custom integrations, but you need to make sure with your provider that the integrated call center software will work flawlessly on the cloud.

4. Team collaboration

The cloud call center solution lets teams work remotely. This increases the demand of reliable tools for internal communication. Your call center dialer should have the team collaboration features to support internal collaboration. For example, the Internal Chat feature helps in one to one chat between agents. There should be some more features, which help agents to communicate with each other or their managers.

5. Scalability and Flexibility

Last, but not least, is scalability and flexibility. One of the most popular advantages of a cloud call center solution is its nature of scaling up the number of seats or logo. Your provider should be capable to meet the need of a capacity increase. Moreover, the software should be flexible to move from one cloud platform to another based on your preference.

These are the top 5 elements, which your cloud call center solution should have. There should not be any compromise with this as this is the basic thing.

We, offer cloud call center software as an off-the-shelve solution as well as with a hosted model. Contact us to book a free demo to understand more about the cloud call center software.

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