Similar to many other industry verticals, the banking industry faces multiple challenges. In this blog post, we will share major challenges faced by the banking industry in the absence of a reliable communication and collaboration system.
1. Providing remote services on a need basis
Traditionally, customers need to visit his/ her branch for any banking-related services. This is quite inconvenient for many.
Modern communication tools like an omnichannel contact center solution provide features that can be used to deliver remote services to customers. This is necessary to provide some need basic services such as emergency service to block a stolen or misplaced debit or credit card. The omnichannel call center solution can make this process automated with a hot marking feature and it can help customers to take immediate action remotely.
The communication tools such as a video conferencing solution can be used for processes like KYC processing or customer relationship management by banks.
Technical products like omnichannel contact center solutions, electronic appliances, hardware, etc. need to have a post-sales support process in place. In some companies, customer support is emphasized.
To deliver exceptional customer support, the support engineers need some tools and features. In this article, we will share the top and must-have tools and features for support agents.
1. Omnichannel contact center solution
This is a must-have tool in a support center, so support agents can work more productively and efficiently. A call center solution would support only voice calls, but an omnichannel contact center software solution will support all different communication channels. As nowadays, people use multiple communication channels, it is necessary for a support center to have an omnichannel contact center solution. Along with unified communication channel support, the omnichannel contact center solution must have the following features:
IVR (Interactive Voice Response)
Automatic Call Distribution (ACD) features like a sticky agent, skill-based call routing, etc.
Unlimited call queue
Survey
Dashboards
Live statistics
Call recording
Survey
Predictive dialer
Analytics and report
Customer profiling
Usually, an omnichannel contact center solution has an array of features to offer. However, the above-mentioned features are a must in this software to deliver better support.
2. Help desk ticketing solution
It is also known as a technical support system and IT help desk ticketing system (help desk ticketing solution). It is another important software solution in a support center. The technical support centers must have this software. For each support request, this software can create a ticket and it can be assigned to an agent. This tool helps in keeping track of the number of tickets that are resolved and handled, the productivity of support agents, and many more. There are some must-have features in this software such as:
Multichannel accessibility
Ticket status update to the client
Lock ticket
Workflow automation
Knowledgebase
Reports
3. CRM system
The third most important software for support agents is a CRM (Customer Relationship Management) system. It is important in the support centers to store all information and a complete record of the customer. Not only this, but it is also important to map the customer journey with the support center and the company. There are some important features that a CRM system must have such as:
Workflow automation
Customization
Social media integration
Opportunity
Contacts
Sales insight
Graphical reporting tool
And more
Conclusion
These are the must-have tools and features for support engineers to work productively and with the highest efficiency. To aid support agents, the support centers can also invest in integration. The help desk ticketing system and CRM solution can be integrated with an omnichannel contact center solution. All three systems will work in harmony after the integration and it can save the time of agents from shuffling multiple solutions and maintaining records.
We can help you choose the right support tools with the must-have features for your support center. We can also provide custom integration services. Contact us to initiate the discussion.
Omnichannel contact center solutions have an immense potential to benefit customers with their powerful features. To take complete advantage of this software, businesses need to follow some best practices.
In this blog post, we will talk about major best practices that you must follow to deliver a better customer experience (CX) using an omnichannel contact center solution.
1. Map the customer journey
The first rule to follow for the omnichannel call center is to map the customer journey. Usually, more than 70% of customers follow the same journey. They either call directly on support number or request a callback or use instant messaging. For follow-ups, they use SMS or web tracking information. It means by looking at the common customer behavior, the call centers can create a customer journey. This information can help in creating a better customer care plan.
The omnichannel call center solution offers an array of reports that can be used to identify common customer behavior, so customer journeys can be mapped.
2. Use omnichannel communication sparingly
One of the major advantages of using an omnichannel contact center solution is that it lets call centers reduce the volume on a single communication channel. It is necessary for call centers to take advantage of this fact. The best practice here is, guide and encourage customers to use the right communication channel depending on the nature of their issue. Do not force customers to use one or two communication channels. Take advantage of the full potential of an omnichannel contact center solution by distributing customer volume on different unified communication channels.
3. Use customer profiling feature
It is a unique feature available in advanced omnichannel contact center software like DialShree. This feature provides a complete mapping of all interactions of a customer with a call center. It shows a brief of all conversations, mode of communication, conclusion, time and date, and all other details. An agent can view these details during a live call or after that. This feature is very useful to deliver an exceptional customer experience (CX) in an omnichannel contact center.
4. Give extra attention to social media
People use social media platforms quite commonly to share their anger. This is the reason an omnichannel contact center solution supports Facebook and Twitter as one of the unified communication channels. The omnichannel contact center needs to pay extra attention to deliver a better customer experience (CX). Instead of putting any agent to handle social media DMs and comments, put someone experienced handling these platforms that can be professional and polite.
5. Be consistent across all communication channels
The omnichannel contact center needs to be consistent across all communication channels to deliver an excellent customer experience (CX). Give a uniform experience to customers across all channels to build a positive and strong business brand. Well defined training, usage of templates, etc. can help in achieving this.
These are the top 5 best practices to follow in any omnichannel contact center to deliver a better customer experience (CX).
If you are looking for an omnichannel contact center solution, contact us NOW!
A contact center solution offers an array of features to call centers that use this software. Each feature has some use cases and benefits. In this blog post, we will talk about one of the most important and useful features, called a sticky agent.
What is a sticky agent?
It is one of the call routing features available in the contact center software. This feature routes a call of a customer to the same agent every time, the customer calls. It means the customer gets connected to the same agent every time he seeks support. (more…)
Call centers can be inbound, outbound, or blended. Usually, a call center solution supports all types of campaigns. However, depending on the nature of business, call centers usually use some features more than others. Automated call distribution (ACD) rules are one of the features available in the contact center solutions and are more commonly used in inbound call centers.
A contact center solution can support multiple automated call routing rules and one of them is skill based call routing. In this blog post, we will share more details about how skill based call routing rule benefits call centers. (more…)
We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.
Some of the major FINtech organizations are listed below:
Cloud call center solutions or on-premises call center solutions, it does not make any difference to customers. However, it can positively impact call centers. Both, on-premises and cloud call center solutions have their own advantages and disadvantages. As cloud call center solutions are gaining more popularity because of added flexibility shared by this type of software, we will cover it in this blog post.
To help you assure you are receiving maximum returns from your cloud call center solution, we will share some major KPIs. You must measure these KPIs to review and enhance the performance of your team and call center solution, as well as, leverage several other advantages.
KPIs (Key Performance Indicators) that you must measure in a cloud call center solution:
1. Service Level Agreement (SLA)
There can be different types of SLA in a call center. Number one is the uptime of the software. Your cloud call center software must have 98% or more uptime SLA. If it is not, you must change the provider. Another SLA is the number of calls handled within working hours or a specific timeframe. This shows how productively your agents perform.
2. Customer Satisfaction Score (CSAT)
It is another important KPI that any call center that uses a cloud call center solution or on-premises contact center solution must measure. This score shows the percentage of clients that are happy with your offerings and services. You can run a survey using your cloud call center solution to collect feedback from customers to define CSAT. You can also measure other KPIs that can also give a hint of customer satisfaction rate. Some of the KPIs that show customer satisfaction are as below:
This is another important KPI that needs to be managed by your call center. The customer churn rate defines the number of customers you are losing in a predefined time period. This can be possible for multiple reasons such as:
Bad quality of product
Poor customer support
Poor post-sales support
Poor retargeting strategy
And more
It is necessary to focus on this KPI to make sure you increase CSAT and increase customer loyalty, too. Increased customer loyalty defines increased revenue.
4. Agent performance metrics
Agents not only use the cloud call center solution, but they are also responsible for improving or degrading the value of other KPIs. Therefore, it is necessary to monitor their performance via major KPIs such as:
Average speed to respond
Average call handling time
Average call abandoned rate
Average after call work time
Occupancy rate
These are the top performance indicators that can define whether your agents perform productively or not and whether they are taking advantage of your cloud call center solution or not.
We offer on-premises and cloud call center solutions. If you are interested in using a cloud call center solution for your call center, we have some interesting deals for you. Contact us for more details.
People are more conscious about their health nowadays. People invest in health insurance, Mediclaim, etc. People also get regular body checkups to stay healthy and fit. Moreover, the healthcare industry has become quite advanced now and therefore, there are many offerings along with traditional healthcare services. From annual health checkup plans to cosmetics, healthcare membership, and many other healthcare products are available for regular customers.
In this case, often debt collection becomes an important job in the healthcare industry. We offer a contact center solution, which is popularly known as DialShree. This software is one of the most advanced call center solutions that can be used to enhance different unified communication-related operations in businesses. Along with this contact center solution, we also offer a collection module as an add-on that can be integrated into the DialShree: contact center software with call center collection module integration. This integrated solution can help the healthcare industry to increase debt collection.
Let us share how:
1. Classify customers
The leads aka customers can be classified into different groups, commonly referred to as buckets. The customers can be classified and grouped based on their payment patterns, total debt, missed EMIs, etc. The classified groups can help a healthcare organization to create custom collection campaigns with custom scrip, auto dialer, etc.; put agents depending on the required skills to handle that group of customers, and make other decisions to run a custom and successful campaign for each group. This can help in increasing debt collection for the healthcare industry.
2. Payment utility
The collection module integrated into the DialShree: contact center software with call center collection integration provides some unique features related to collection campaigns. One of the most important and unique features available in this collection module is the payment utility. This feature performs multiple jobs. One of them is filtering leads based on their payment status. It means if a customer has already paid for its healthcare product and its lead is in the group because the group was created before the payment is made, the payment utility feature will skip the customer from its auto dialing list. This will not only save the time of agents from calling someone who has already paid his/ her debt, but it will also contribute to a better customer experience.
3. Customer dispositions with validation
The contact center solution with an integrated collection module will provide custom dispositions related to collection campaigns such as a promise to pay. The custom disposition will save the time of agents from writing the disposition manually. Along with customer dispositions, there will be some validations. For example, if the customer has given a promise to pay, then the agent will need to write the date on which the customer has promised to pay. Without writing that date, the contact center solution will not let the agent move to the next lead.
This is how DialShree, a contact center solution with an integrated collection module can help the healthcare industry to increase debt collection. Let us share more in detail along with a complete walkthrough of DialShree and the collection module. Contact us to book a demo and a discussion call.
Call center optimization is necessary to improve performance, productivity, customer satisfaction, business, revenues, etc. Along with the best call center solution and skilled agents, a strategic approach is a must for call center optimization.
In this blog post, we will share a complete guide on effective call center optimization.
1. Define KPIs
Call center optimization is nothing more than the improvement of different aspects in a call center to optimize operations, policies, and overall performance to increase ROI (Return over Investment). For call center optimization defining KPIs (Key Performance Indicators) is necessary. Depending on the major operations and aims, a call center should define the KPIs. For example, call centers focusing on customer experience should define KPIs related to customer experience like first call resolution, abandoned rate, etc. While the call centers working on collection campaigns must focus on KPIs like average time to answer, average call duration, number of PTP, etc.
2. Define policies to improve KPIs
Once the KPIs are defined, call centers can define different policies to improve the defined KPIs. For example, the call centers working on collection campaigns can get call center collection integration and ask agents to use that for call center optimization. A call center focusing more on customer experience can recruit more agents to deliver a better customer experience. Other than this, the call script can also be customized depending on the KPIs.
3. Monitor and optimize
Once the policies are defined and conveyed to agents, it is necessary to monitor KPIs. The reports available in a call center solution can help in monitoring a majority of defined KPIs. A call center can also get customization to add more reports or graphical reports to simplify KPI monitoring. For example, if you are using an open source call center solution, VICIDial, then it does not have graphical reports. You can invest in VICIDial customization to add graphical reports. Once you have all the reports to monitor performance, you should also invest in the optimization process. For example, if you are using a VICIDial solution, you would not find some important features. You can take the help of VICIDial experts for VICIDial customization to add more features to this solution. You may also need to run some training programs to train agents as part of call center optimization.
4. Keep upgrading
The technology tools and team both need upgradation at a regular interval to improve performance. It is part of call center optimization. For example, if you are using a VICIDial solution, it is time to get an omnichannel contact center solution as that provides a competitive edge. Your agents need to work hard for better performance and for that their knowledge and skills need to be regularly upgraded. In a nutshell, keep upgrading your team, omnichannel contact center solution, and other things in the call center for better optimization.
These are the major tips that you can use for call center optimization.
We offer tools like an omnichannel contact center solution, CRM software, VICIDial customization, call center collection module, call center CRM integration, etc. If you are looking for any of these solutions or services, contact us.
Virtual call centers are increasing because of a plethora of advantages available to them. Technology tools have been supporting the work from home models for call centers. Some innovative tools such as the Work from Home add-on are also introduced to empower call centers that offer a work from home option for their agents. A cloud call center solution has been in the market for some years to support secure access to the call center solution for remote call centers.
Along with the right technology tools, the remote call centers should also focus on designing the right agent training program. Let us share some of the tips to train your work from home agents.
1. Train agents to use work from home tools efficiently
Nowadays, easy-to-use technology tools are available in the market. A cloud call center solution will have easy to use user interface. The omnichannel communication tools will be integrated within the cloud call center solution, so agents will find them as one of the integrated features. Likewise, the work-from-home add-on is also very easy to use.
Still, giving a walkthrough of software and details of standards to use the cloud call center solution, work from home add-on, etc. can be beneficial to implement a standard working procedure for a remote call center.
2. Define regular training programs
In many call centers, training is considered a one-time process, but agent training has to be regular and recurring. Of course, it is not necessary to repeat the same thing again and again. However, covering different aspects of emotional engagement with customers to effective cold calling tricks, interpersonal skills, calling etiquettes, so on and so forth should be covered in training programs. Keep enhancing the knowledge of agents, so they can enhance their performance and improve productivity.
3. Give personalized training
Usually, the call centers focus on common training, which is good in some cases such as giving training on a call center solution. It has to be common as all agents need to learn the same thing. However, different agents can have different weak points in a remote call center environment. In this case, grouping agents according to the challenges they face and providing personalized training can help in improving the results of training. The cloud call center solution can provide the required details to group agents as per their performance.
4. Keep training material available for future use
Agents are likely to forget what they have learned in the call center training sessions. Therefore, it is recommended to let agents refer to training material in the future. The training sessions and material can be recorded and placed on the cloud and let work from home agents access it whenever they need it.
5. Engage agents
A majority of training programs for work-from-home agents don’t give expected results because call centers don’t engage agents during and after the training sessions. Ask questions, take feedback and comments, and in many other ways, try to engage agents in the training sessions, to increase returns and results.
These are the top tips to implement to give more effective training to work from home agents.
If you are looking for a cloud call center solution, work from home add-on, or any other software, then contact us.
