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Category Archives: Call Center Solution

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Top VICIDial Services We Offer with Years of Experiences

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Top VICIDial Services by Elision

We, Elision Technologies Pvt. Ltd, have been catering to call centers for more than 13 years with different solutions and services. We have some proprietary solutions to offer such as DialShree: Omnichannel Call Center Software and we also offer services in different open source solutions. VICIDial is one of the open source solutions, we have expertise in.

For many years, we have been offering different services to VICIDial users. We have a team of experience VICIDial experts to benefit our customers. Along with generic installation, and VICIDial customization services, we also offer some exclusive services to our clients. In this article, we will share the top 3 services we offer with our years of experience and expertise in this open source call center software, called, VICIDial.

1. Call center CRM integration

VICIDial is a powerful call center solution, but it can become even more powerful by investing in call center CRM integration. We integrate any open source or third-party CRM (Customer Relationship Management) solution into VICIDial.

This integrated solution will let your agents deliver a personalized experience to your customers. This helps in increasing customer satisfaction and sales as well. We have been offering call center CRM integration for VICIDial solutions. Some of the popular VICIDial CRM integration services we have provided are as below:

  • VICIDial vTiger integration
  • VICIDial Salesforce integration
  • VICIDial Zoho integration
  • VICIDial SuiteCRM integration
  • VICIDial SugarCRM integration

2. API integration

Any business uses more than one solution to take care of different business operations. Some of them need to function in harmony. API integration of these software solutions with VICIDial provides a holistic solution. Moreover, it reduces manual efforts in managing and referring to multiple solutions.

One more reason for API integration with VICIDial can be increasing its functional capabilities. For example, API integration of different communication channels adds more communication modes into the VICIDial call center solution. Moreover, it helps in leveraging multiple other benefits related to an omnichannel call center solution. Some of the majorly used API integration of communication channels is as below:

  • SMS
  • Email
  • Fax
  • WhatsApp
  • Social media

3. Ready to use add-ons

As mentioned earlier, we have been catering to customers for many years with our VICIDial customization and other services. With our years of experience, we have identified some commonly used features and functionalities needed by the global VICIDial users. Thus, we have developed these features and functionalities as ready to use add-ons. Here is the list of VICIDial add-ons, which are ready to be integrated into your VICIDial call center software:

  • Soundboard Avatars
  • Disposition bucket
  • Hotkeys
  • Plug & Play APIs
  • Graphical reports
  • And many more

We are experts in VICIDial and we can provide any type of VICIDial customization services. We can build any functionality and we can integrate any APIs you need integration for. Moreover, we offer dedicated VICIDial expert hiring services as well. For more details, contact us.

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How to Balance Call Volume in a Call Center?

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Tips to Balance Call Volume in Call Centers

Call centers handle incoming calls usually offer customer care services. They need to focus on better customer experience. Thus, call centers usually monitor different call center KPIs (Key Performance Indicators). One of the KPIs to be monitored in a call center delivering customer care service is call volume and the way it is handled.

In this article, we’re sharing top tips 5 to handle the massive call volume.

1. Take advantage of IVR

IVR is a feature available in any call center solution. If used correctly, it can reduce the number of calls that your agents need to handle. One of the tips to be applied is to answer commonly asked questions via an IVR. This will serve customers with the solution they expect in the first call itself as well it will reduce the number of calls to be attended by agents.

2. Use omnichannel call center solution

An omnichannel call center solution is a system, which supports multiple communication channels. Using this software can help a call center in the process of managing call volume in a better way. Using this software will not only reduce the call, but it will also help in increasing customer satisfaction. Your customers will get support on their preferred mode of communication.

3. Train agents

Skilled agents can be a great weapon in your arsenal. Your agents need to know common issues and exact solution to that issue. The first thing to focus on is a training program to increase their knowledge about your offerings.

A majority of callers complain that agents in call centers do not know the product or services offered by the company. If this fact is true for your call center, it will not only increase customer frustration, but it will also increase call queues, average call duration, call drops, abandoned calls, etc.

4. Review common issues and get resolution accordingly

Call center solutions come with amazing features and using them wisely can be in your favor. Reports feature in the call center solution is one of the features that can help you monitor performance and many other KPIs. One of the usages of reports is that you can get to know about common issues faced by the customers.

Knowing common issues can help you define a common solution. For example, you can include that issue as a question in an IVR option with the solution in the response. You can add that on your webpage to give information on the same. There are many other ways you can resolve the common issues without wasting the time of the customers.

5. Hire more agents

If you are experiencing long call queues in the call centers, it is time to increase agent seats in the call center software and hire more agents. This is necessary as you are growing and to manage call volume, you need to increase agents as well.

Follow these tips to handle call volume perfectly. Moreover, use the best call center software. Contact us to know more.

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When Is the Right Time to Invest in Call Center CRM Integration?

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Right Time to Invest in Call Center CRM Integration

Call center CRM integration is not new in the industry. There are many call centers and businesses in the world, which are leveraging multiple benefits by using an integrated solution of a call center solution and a CRM software solution. Ideally, all call centers and businesses should use this integrated solution.

However, not all can gain maximum advantages from the integrated solution. Of course, as soon as your agents start using an integrated solution of a call center solution and a CRM system, you will start receiving benefits. Thus, there is no second opinion needed on the question of whether you should invest in call center CRM integration or not. You definitely must. The question is different, when is the right time to invest in call center CRM integration. Let’s reveal.

You can invest in call center CRM integration as soon as you are ready. Any time is the right time. However, there are some conditions, which if you meet, you can leverage more advantages from this integrated solution. Let’s check which these circumstances are:

1. When you have complete information about each customer

Many call centers keep storing customer information and they can indeed leverage many benefits from their investment in call center CRM integration. If you are running a call center and you do not have a habit of storing all customer details, you can run a survey to collect those, so you can get an integrated solution and make the maximum use of it in your favor.

Here, complete information does not mean only their personal details such as name, address, etc. It also means information related to their past concerns, past transaction, payment habits, etc.

2. When you focus on quality over quantity

Call center CRM integration is majorly used to provide more personalized responses to customers and prospects. Thus, if you are not going to focus on that, then it will only help in saving time from juggling between call center solution and CRM software.

To gain maximum benefits, call center needs to change the KPIs and shift the whole focus on goal conversions than focusing on how many leads were contacted or how short average call duration is.

For example, in a call center, which offers customer care services, one needs to change focus KPI from short average call duration to increase First Call Resolution (FCR) Ratio. When you and your call center are ready to adopt this change of mindset or when you can set this goal of quality over quantity, you can invest in call center CRM integration and leverage a plethora of benefits.

3. When you have trained staff to make the right use of tools

Your agents have to be trained to use this integrated solution. Even after call center CRM integration, if they keep using old methods of call handling, you will not be able to receive expected results. Thus, you must train your staff first.

If you are ready to receive benefits from this integrated solution, contact us.

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Top Reports to Improve Performance in Call Centers

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Reports Improve Performance in Call Centers

It is necessary to improve the performance of call centers and for that, call centers need to focus on three key aspects:

  • Measure
  • Monitor and Compare
  • Manage

Measure the existing performance, monitor and compare the KPIs, and manage different aspects to improve performance to be better. Call center solutions loaded with amazing features help in working on all three aspects. We will talk about one of them, Measure.

A call center solution offers various reports, which measure different performance indicators. Monitoring them and managing resources can help in improving performance. Today, we will talk about the top 5 reports, which can help you identify improvement areas, so performance can be improved.

1. CDR

If a call center uses a call center solution with a single communication channel, then CDR is called Call Detail Reports (CDR). If a call center uses an omnichannel call center solution, then CDR stands for Communication Detail Reports as it shows information about calls, chat, email, WhatsApp messages, etc.

CDR can be used in identifying poor performance, discrepancies with customers, most popular communication channels, etc.

2. Agent Login Report

It is necessary to monitor this report as it gives information about the punctuality of agents. It is necessary for agents to follow the shifts and this report helps to assure the same or taking the required action.

3. Agent Break Reports

Of course, agents need breaks to keep their energy up to take calls. However, the break must not be too frequent or too long. Agents must comply to set guidelines. Unusual breaks also result in hampered performance. Thus, call centers must check agent break reports.

4. Average Call Wrap Up Time

Once the call is completed, the agent invests time in writing or selecting the right disposition. Once he finishes this and other related jobs, he shows availability and call routing or call center dialer features of call center software routes the next call to the agent.

The time taken after hanging up call and before showing the availability of call is called call wrap up time. Agents must take minimum time here. Thus, checking call wrap up reports are important. They help supervisors judge whether they are wasting time in this process or not.

5. Abandoned Call Rates

It shows the rates of callers who hang up the call before getting connected with an agent. It shows poor service and performance and may result in loss of business as well. Checking this report helps in taking many vital actions such as:

  • Increasing agents
  • Adding callback for callers that hang up early

6. Agent Reports

In the call centers, performance of agents defines the performance of a call center. Thus, there are multiple reports related to agent productivity and performances are shown. Supervisors must check these reports to measure individual performance and take the required actions.

These 6 reports must be reviewed by supervisors.

A call center also must get a call center solution, which offers these and many other insightful reports such as DialShree. Contact us to know more about it.

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Top Reasons to Use DialShree Call Center Solution in India

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Reasons to Use DialShree Call Center Solution

DialShree call center solution is popular all across the globe. Hundreds of call centers and small to large scaled businesses are using it to run their inbound, outbound, and blended campaigns. As DialShree has become a global name, many Indian call centers and companies often ask us, is it still an ideal call center solution for Indian businesses?

Answer is yes. It is one of the top call center solutions India and there are many big brands that use it to run their call center campaigns.

Check our clientele for more details.

In this article, you will learn about the top 6 facts, which make DialShree an ideal call center solution India.

1. Follows TRAI Rules

We, Elision, have been offering call center software and other related services to different call centers and organizations for more than 12 years in India. Some big names are also using this software. We understand TRAI (Telecom Regulatory Authority India) rules and we have built this software based on that. Moreover, it also supports PRI lines, which need to be used in the Indian call center. We can set up this software by adhering to all TRAI rules.

2. On-site services available

We, Elision, have a team of expert VoIP developers and support engineers. We have been offering on-site installation and setup as well as support services to our clients. This can let customers enjoy on-site services as and when needed.

3. Solution and services both available

DialShree is an omnichannel call center solution, which is ready to use. One can buy its license as well as one can opt for monthly subscription-based services. We have launched call center services.

Read the news on call center service launch in India.

It means based on the required features and budget have, call centers and businesses can choose to buy this software or they can use monthly services. This further makes it the right choice for Indian businesses.

4. Competitive features

DialShree is renowned for its futuristic and competitive features. It was one of those call center software solutions that started offering unified communication channels early. Currently, it supports all communication channels. Thus, it is an omnichannel call center solution. It has many competitive features and we keep on adding more to make sure our customers always stay ahead of the competition.

5. Stay ahead of the curve

In a business, it is necessary to stay ahead of the competition. We understand this and thus, we invest in developing new features and functionalities for this best call center solution India. Currently, our team is working on chatbot development based on artificial intelligence and there are many amazing features coming for DialShree users.

6. Turnkey solution

We are one of those rare providers that offer both, call center software and hardware. This will help you stay stress-free on getting hardware from different vendors and managing both.

In conclusion, from all aspects, DialShree is an ideal call center solution for any Indian business. Contact us for a demo and more details.

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How to Reduce Expenses of Call Center?

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Tips to Reduce Expenses of Call Center

Similar to any other business, reducing expenses is one of the prime focuses of call centers. Reducing expenses directly results in increasing returns over investment (ROI). There are many strategies a call center can adopt to reduce the expenses and in this article, we will talk about the top strategies, which help call centers to reduce costs significantly.

1. Choose between in-house call center software vs. call center service

To run a call center, but obviously, you cannot continue using the traditional telephony method. You need a feature-rich call center solution. To get this software, so you can run call center campaigns, call centers have two options:

  1. Buy a call center software or
  2. Rent a call center solution using call center services

General approach though by call center owners is buying this software. However, think of your need and other expenses related to it such as hosting costs, maintenance costs, etc. Based on this, you need to make a choice. Compare the total cost of both approaches and calculate the ROI and based on that make the right decision. Do not just go for whatever option everyone chooses.

2. Hire skilled agents

In a call center, first call resolution, customer satisfaction ratio, and many other KPIs are under the control of your agents. Thus, you have to have experienced and skilled agents. Based on the campaigns you run, KPIs you focus, and services or products you offer, define recruitment criteria. According to these recruitment criteria, hire agents to make sure call per cost and other expenses stay under control.

3. Use unified communication

Traditionally, call centers used to use audio calling for customer support and to reach out to prospects to generate sales. However, this is not the case any longer. Omnichannel call center solutions are launched in the market and there are many call centers and businesses, which have started using them.

As per the shared details by Aberdeen Group, businesses using unified communication channels in their call centers enjoy 9.5 % direct growth compared to 3.5% of the companies, which do not use an omnichannel call center solution. Thus, implementing multiple communication channels can help you reduce expenses.

4. Train team

Even if you have skilled and experienced agents, it is pretty normal that they lack some of the required skills. For example, some agents can perform exceptionally well with predictive dialer driven campaigns and some cannot perform for that at all. Some are masters in achieving first call resolution and some are not.

In conclusion, each agent may lack certain skills and he can definitely improve if the correct training is provided. Thus, you must invest resources in providing the best training by grouping agents based on the weak points. As mentioned earlier, skilled agents will definitely bring down costs.

These are the top tips you can follow to reduce the expenses of your call center. We offer both, call center services and omnichannel call center solution. Contact us for more details.

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Why Businesses Need an In-house Call Center?

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Importance of Call Center for Your Business

Earlier, only big enterprises or companies that specifically work in the call center industry used to have an in-house call center, but this is not the case anymore. Now, startup, small businesses, hospitals, banks, and almost all businesses and organizations have started setting up an in-house call center.

Now, access to a call center solution and using that software is extremely easy. This is one of the reasons behind increasing in-house call centers, but this is not the prime factor. Let us share the top 3 reasons why businesses need an in-house call center. These reasons are prime contributors to the increasing number of in-house call centers.

1. Post-sales services must be good

Whether you run a business that offers recurring services or you run a business, which provides one time services, post-sales service has to be excellent. In this era, customers are more aware of their rights as well as they have platforms to share their experiences. It has been witnessed that even if many people do not share a positive experience, but if something goes wrong, they will share that on different social media and other platforms.

These negative reviews and shares can badly affect the business. Thus, it is necessary to provide satisfactory after-sales support. You know your products and offerings better. Thus, it is necessary to set up an in-house call center by using a call center solution or call center services and deliver reliable after-sales support.

2. Retaining a customer is tough

Customer retention is necessary, but it is tough. In all industries, competition is extremely high and profit margins are quite low. To make sure you retain your clients, you need to stay in touch with them, listen to their issues, and provide them the required support and reasons to stay with your company.

With an in-house call center, various business campaigns become easier to run such as:

Having an in-house call center will not only help in retaining existing customers, but it will also help in increasing business and revenues.

3. Keeping confidential information confidential is necessary

In customer care or lead generation campaigns, agents use data of customers such as phone number, interaction history, email address, etc. Outsourcing call center related activities to third party business definitely create some risks of data loss. Even if you have a contract, there are still certain risks of data theft or data loss.

Also, it is tough to assure you get the service you are looking for. On the other hand, if you use a call center solution, you do not share data with anyone else. Furthermore, to keep the data completely confidential, you can encrypt contact details, so even an in-house team cannot misuse that data.

Conclusion

To run a business successfully, each business needs to run customer care and lead generation campaigns. Having an in-house call center overcomes multiple concerns and helps you increase business.

We offer a call center solution as well as call center services. Let us explain more about the call center in your business and what could be the next step. Contact us.

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How to Take Advantage of Omnichannel Call Center Solution?

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Tips to Take Advantage of Omnichannel Call Center Solution

Traditionally, call centers used to use a call center software solution with a single channel of communication, which is, voice calling. However, in modern times, there are many innovative features that are introduced in this software. The omnichannel call center solution is the most innovative and also the most popular software these days.

There are many benefits to using it. By using this type of call center solution, you can give support to your customers through multiple communication channels, including, but not limited to:

  • Voice calls
  • Video calls
  • SMS
  • Live chat
  • Email
  • WhatsApp
  • Facebook
  • Twitter
  • Fax

It is recommended to use an omnichannel call center software solution to gain competitive advantages. If you have already got the one or all ready to get it soon, you must make sure that you make maximum use of it and take real advantage of having an omnichannel call center solution.

To help you further, here are some of the tips, which you may apply to leverage multiple advantages of having an omnichannel call center solution:

1. Inform customers that you use omnichannel

As mentioned earlier, call centers have been using a call center software solution, which supports only one communication channel, which is the voice. Thus, it is difficult for your clients to know that you now support unified communication channels. To make sure they get to know about it, you need to inform them using various techniques such as:

  • Run an outbound campaign to inform them about omnichannel support
  • Add an IVR message that informs callers about it while they are waiting in the call queue
  • Use each communication channel to reach out to the customer to let them know that you use this channel as well for communication. For example, as soon as you get call center WhatsApp integration, you can send a WhatsApp message to each customer that your support is now available on WhatsApp as well.

According to the available resources and your business strategy, you can use any of these methods to reach out to the customers and let them know that you offer support via different modes of communication.

2. Inform prospects

Prospects might be your audience that is still thinking to use your service and not yet using. Letting them know about the use of omnichannel communication channels can help in increasing sales. You can use any or all of the following methods to inform them:

  • Run digital marketing campaigns
  • Put a web banner on your website
  • Add an IVR for the callers in the call queue

3. Train agents

You must arrange training for all your agents to understand the usage of different communication channels at different events. For example, documentation has to be sent via email and a quick chat can be carried out on WhatsApp. They also must use different communication channels as per the event, which will encourage customers to use different channels as well.

If you are still looking for an omnichannel call center solution, contact us.

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How to Choose SaaS Call Center Provider in India?

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Tips to Choose Call Center Service Provider

India is one of the most popular technology companies. Thus, when you decide to buy technological software or service, sometimes, you need a guide to choose the right one. For example, a call center solution is one of the most prominent tools used in three major business operations:

  1. Marketing
  2. Sales and
  3. Customer care

Thus, in India, many businesses and organizations have started adopting it. However, call center software is not only expensive to buy, but it also needs an IT guy or additional investment to maintain the technical aspects of the software such as hosting, failover, and load balancing, taking backup, etc.

Thus, businesses and organizations in India prefer to use call center services available with SaaS (Software as a Service) model. It means with a monthly subscription. The business pays for the use of the software and do not need to worry about any technical aspects.

There are several call center service providers and not all of them can give you the experience you are expecting. Thus, here are some of the top tips, you must keep in mind while choosing an Indian provider to use call center services.

1. Examine the history of the company

It is necessary to know the service provider before opting for the service. You need to check the history. Some of the questions for which you need to do a background check of the company are as below:

  • For how long company is operational?
  • What solutions company has been offering?
  • What types of customer’s company has been catering to?
  • And more

As older the company is as reliable it is as it sustained the competition and must be having a good product to offer reliable call center services to its clients.

2. Review testimonials

Testimonial gives a hint of the services offered by the company. You must check the testimonials of the company. Even if testimonials are not related to the call center services or call center solution, they let you learn, how well or bad the company serves its customers. You can also check other review and rating websites like Google reviews for the site, so you can make sure that you are selecting the right provider.

3. Review case studies

Case studies provide information on the real customer of the company who has certain issues and used the solution to resolve those issues. It means case studies are real pieces of information, which let you gauge the technical expertise of the company. You should look for case studies of different customers, including, the ones that used call center solution.

4. Review call center software

When all three above mentioned points show the green signal to you, you can go ahead and check the features available to the call center service user in the software. It must support competitive features such as omnichannel support, remote work model, mobile app, etc.

These are the top 4 things you need to keep in mind and check step by step to find the right call center service provider.

We are one of the leading call center service providers. To know more about our offered services, contact us.

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Top Reasons to Integrate VICIDial into Salesforce in Business

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VICIDial Salesforce Integration Importance

Call center solution is an amazing tool to provide excellent customer support and also to run lead generation and sales campaigns more effectively with fewer resources as well as at affordable rates. While CRM (Customer Relationship Management) solution is used to have complete documentation of customer information, his interaction with the company, his billing habits, and much more important information that helps to know a customer better. To run sales and customer care operations smoothly, you should use both of these software solutions in your business.

There are various call center solutions and CRM software available in the market. We will talk about the two most used solutions:

  1. VICIDial: Call Center Solution and
  2. Salesforce: CRM Software

Traditionally, they are two different solutions and you need to use each of them independently. Both systems may have the same data of the same customer. However, you need to make double entries and there are many other complexities that you need to face. Thus, it is necessary to perform call center CRM integration of VICIDial and Salesforce solutions, called VICIDial Salesforce integration.

Let me share the top reasons to invest in VICIDial Salesforce integration:

1. To have an entire system with both, call center solution and CRM software

As you know, call center software: VICIDial and CRM system: Salesforce, both are two different solutions. Thus, when your employees need to use these features, they need to work on two different systems. Sometimes, they need to use both of them in parallel as a customer is on the call and the company representative needs to give him the required information. This can create too much extra work, which also results in a response delay.

On the other hand, when you get VICIDial Salesforce integration, you can make sure to have a system that has features of both of these systems with the single sign-on. Now, your team members can use both systems and they do not need to go back and forth from one system to another.

2. To save the time of resources and increase productivity

Your executives are your resources and if they need to switch between two different systems, they are more likely to waste time unnecessarily. Moreover, they need to maintain the same data of customers in two different systems. This is a waste of time for users. Here comes, VICIDial Salesforce integration at your rescue.

This system makes sure that you can push data from one system to another and there is no need to do the rework. Also, changes in one system for a customer record automatically get updated in another, which saves time of your resources and increase productivity.

There are many benefits to using this integrated solution. Make sure to use an integration service from an expert. We offer call center CRM integration services for different call center solutions and CRM software. We offer the VICIDial Salesforce integration service that offers added features as well. To know more about this service, contact us.

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