Call Center Solution - Elision Technologies

Tips to Increase First Contact Resolution in Call Center

Posted on August 12, 2019 - 10:20 am by Hiren Pancholi

First Contact Resolution Can Satisfy Customers

For every company, solving customer queries is the first and foremost goal. The businesses must resolve customer problems else users will drift away from their services. First contact resolution, FCR, requires more than just employing friendly agents.

To assist the users properly, the businesses require a culmination of agent training, efficient contact center protocol, and a robust omnichannel solution. Here are five ways to achieve FCR in your business or call center:

Discuss goals with your staff

To serve the customers in a better way, agents need to know what the company is aiming for. They must be informed about the goals of the organization and what they intend to offer.

When an agent is on a live call, he must be answered to the queries quickly to maintain the flow and to let the customer know that he is present, whereas an agent on a live chat may indicate his presence using features like “typing a response” available in some call center solution. Attaining customer service goals in every channel should be included in the agent training.

It is also crucial to decide whether the FCR should be prioritized over other metrics such as average handling time. Agents should be aware that they are allowed to spend more time on a customer query if they can reach a permanent solution.

Give every interaction a human touch

Finding the best call center solution is directly linked with how well the agents connect emotionally with the customers. Agents can easily do this by maintaining a friendly tone, listening attentively, and even by showing empathy.

Mannerisms like these can calm the frustrated customers and also bring value to the brand image. Regular mentoring and training based on the metrics available in the call center software can let agents master interpersonal skills and achieve first contact resolution every time.

Identify recurring issues

Analyzing ongoing customer issues is a crucial way to achieve first contact resolution. Different features of call center software can be referred for determining the reasons for contact such as monitoring calls, customer survey data, live chat transcripts, and use text-and-speech analytics to gain insight on customer issues. This way, the brand can tackle the possible issues before they even arrive.

Use an omnichannel approach

Customers do like to interact on a single channel, but sometimes it is best to make use of multiple channels. For example, if a customer raises a concern on social media that requires personal data sharing, an agent should move him to a more secure channel. This will not only help to address the problem appropriately, but will also build trust.

Verify the customer’s satisfaction

According to the agent, the problem may have been solved, but it is always a better approach to ask the customer if the issue is resolved for him. The company needs to determine if the customer is fully satisfied with the support or not. If there is an issue still hanging around, it is better to take more time and provide a concrete solution.

FCR saves customers time and helps to establish your brand image as someone who takes things seriously. All you need to do is, train and mentor your agents consistently and correctly.

Looking for a reliable and omnichannel call center solution? Contact us.

Why Social Media Channels Are Crucial for Call Centers and Their Growth?

Posted on August 8, 2019 - 10:40 am by Hiren Pancholi

In a world where customers get so many options to choose from, it is hard for the businesses to get, and retain the users. For a business to retain a customer, they have to come up with everything that a user is looking for. Customer satisfaction plays a crucial role if you want to succeed as a business.

Especially call centers, where users are typically routed so that an actual human can solve their problems. Call centers need to accept the changing trends to win customer delight. Communicating with the customer and interacting with them helps if you need to provide a solution to their problems.

And what’s better than social media? It is the most powerful tool to connect businesses and customers and establish a trustworthy relationship between the two as well. Keeping in mind the following perspectives, social media integration with the call center solution will help achieve better results.

Worldview

Look around. The world is online and social. If stats are to be believed, around 49% of 300 million Twitter users raise an issue on this platform, expecting the companies to follow. Facebook has 800 million users, out of which 32% follow a brand and 50% of users who follow a brand are more likely to buy from it.

What more? Even 67% of businesses, irrespective of small or large, are active on social media channels. Since the world is fast-paced, everyone prefers to have their queries solved quickly rather than picking up a call and waiting to have their query registered. Social media is just too powerful to ignore.

Customer perspective

If we look a few years back, there was no alternative to a phone if a customer wants to inquire about a service. Technology brought social media and since then the scope has widened. A Facebook user may review a product on the post itself, letting the business, as well as other users, know what’s wrong or good about the product.

Users can do so on Twitter as well. The same can be done via mail or sending a fax, but in a fast-paced world, users want the solutions delivered to them as quickly as possible. Email or fax is effective, no doubt, but takes more time as compared to social media channels.

Call center perspective

While it is tiresome for the customers to send and wait for the response over mail or calling to a helpline number, it is equally frustrating for call centers as well. Concatenating information from email, fax, voicemail, and other social channels are yet another problematic situation to deal with.

Integrating social channels with the call center solution helps the call centers to solve queries quickly and bring in customer satisfaction with ease. So much can be done with so little effort. Upgrading to call center software that provides better assistance to customers is a good way to grow your business in a positive direction.

Call center solutions have to be new and advanced to better serve the customers with their queries. Once call centers focus on this, customer delight won’t be that difficult to achieve. You can simply get a call center solution integrated with one or more social media platform. We provide call center social media integration services. For more details, contact us.

Collection Module for Call Center Solutions

Posted on August 5, 2019 - 11:06 am by Hiren Pancholi

Collection business is one of the biggest businesses in the call center industry. The call centers run campaigns to remind people to pay their EMIs on time. The EMIs can be for mortgages, loans, automobile, etc. Generally, the businesses use the call center solution studded with a wide array of features. However, the working model of the call centers running campaigns for collection is different than the traditional call center campaigns. Also, there are many call centers that provide calling services for collection. Thus, we have developed a feature rich collection module. (more…)

1. Manage detailed customer information more effectively

The call center solution often lets agents store basic information about the customer along with the trail of dispositions. However, customer data is often bigger than the basic information. The CRM solution provides more fields and functionalities to let you store more detailed information about the customer.

In fact, the CRM solution can be used to store a complete trail of different interactions of the customers with the system and the company. One can also identify different patterns and important data by using the CRM solution in combination with the call center software.

2. Deliver personalized experience to the customers

As mentioned in the earlier point, the call center software is furnished with a wide array of features which let call centers store detailed information about the customers. The agents can keep these stored CRM data in front of their eyes while handling a call from the customer.

Furthermore, they can use the stored information in the CRM solution to cater to customers in a more personalized manner. This will make your customers feel valued as well as engaged. This will help in increasing customer satisfaction, giving first call resolution and increasing performance of the agents.

3. Increase agent productivity

When the agents will have all customer data in front of them, they will not need to keep customers on hold while looking for the required information in the system, which often frustrates customers. The agents can cater to customers more effectively and rapidly. This will boost their morale and increase productivity.

These are the top 3 benefits of using a CRM solution. You can use custom or open source CRM solution like vTiger. Moreover, make sure to integrate both, CRM and call center software with professional call center CRM integration services. This will let your call center gain more benefits.

We provide all different solutions to the call centers, including, call center software, CRM solution, call center CRM integration and more. Contact us to discuss your requirements.

Top 3 Must Use Tools for a Call Center

Posted on July 29, 2019 - 7:40 am by Hiren Pancholi

Call centers are a lifeline for many businesses. Some businesses outsource their call center business to full-fledged call centers and some set up an in-house call center to take care of call center related operations. In any case, the call center has to use top solutions and tools. They can’t rely on the traditional telephone to provide call center services.

Now, the question is, which are the must-have tools to make sure the call centers provide effective services within the minimum time to the customers so the revenues and ROI, both can be increased. Don’t worry, in this article, I will share the top 3 tools that can prove to be the best tools to leverage the benefits of having a call center.

1. Call center software

Without a doubt, the first tool needed by any call center is the call center solution. One has to invest in the call center software and required infrastructure. This solution comes with a wide array of features. These features are necessary to create a business that is streamlined. It comes with different call routing rules, dialers, coaching, reports, and relevant features to benefit the call centers with the most advanced tool to take care of any and all call center related operations.

2. Live chat solution

Whether you believe it or not, the call centers in today’s era need to have live chat software. Why? Well, the simplest reason is this is customer demand. Millennials prefer to chat over a telephonic conversation. Also, there are many customers that used to be busy and don’t have time to call a call center and stay in the call queue until they get connected. On the contrary, they can add a message in the live chat and get back to their routine until the agent responds back. This is easier for them and also save time. Thus, a live chat solution is very important for any call center. The companies need to invest in the white label live chat solution to receive a wide range of features such as transfer chat, group chat, etc.

3. CRM system

The customer database has to be managed in the CRM solution. This helps in many different ways. A company can have a clear track of the customer. Also, the company can take benefit of the customer journey and relevant digital marketing steps to increase customer engagement. The company can also use the information stored in the CRM solution to run various call center campaigns. During the live call, the agents can use customer information to provide personalized comments to the customer. Due to all these benefits, the CRM system is one of the top 3 and must-have solutions in the call center.

We, at Elision, offer all 3 of these solutions for the call centers. We also provide integration of all these 3 solutions in a way that the customers can make use of these systems within a single sign-on. For more details, contact us.

How to Make Call Center Service Effective?

Posted on July 25, 2019 - 11:26 am by Hiren Pancholi

Tips to Make Call Center Service Effective

The companies need to satisfy their customers in every possible manner they can. Their obligation does not come to an end when they close the sale, rather it starts from that specific point.

The after-sales service binds the customer to the brand or company. It involves guiding and helping the customers or potential customers with any type of issue which they may face during or after the purchase of the product or service.

If representatives can help the customers with any problem or query, then it would enhance the customer’s experience. This can happen over a call in or at the company itself. The companies also use the call center solution to provide effective after-sales support services.

Even though the essence of face to face communication is missing from the phone conversation, a few things can help in compensating this drawback. The call center software comes with a lot of features to compensate for the missing essence of a face to face conversation.

The very first and basic thing which can be of great help to a call center is the polite and courteous behavior of the executive. Secondly, the company should employ ample customer care personnel so that they can handle the workload. It also brings down the time for which the customers may have to hear the beeping hold tone and gives plus points to the company.

The employees that are hired for the call center are already the master of one of the skills. So the company should focus on brushing up that particular skill to develop an expertise in it. The call center software features help in achieving this. Showing gratitude after solving the issue and thanking the customer for choosing the company can help in making the customers happy.

Another vital step in establishing a loyal customer base through a call center is to build a rapport with them. The customer care executives should talk in a positive tone, so as to keep the conversation going with the customer. This makes them feel franker in sharing their opinions and views which can help the executive in understanding the mindset of the customers.

Time is important for both parties, as representatives have a number of users to cater to and the user also wants a quick solution to the predicament. A good call center is that which tries to reduce the efforts on the part of the customer, and execute the things in minimal time with maximum efficiency. This makes the customer feel wanted, and that he holds a respectable position from the company’s perspective.

The call center experts should be taught to take full responsibility for the situation. This means that even if there is a misunderstanding on the customer’s side the representative should not explicitly state anything of that sort.

The listening skill of executives should be good, they should hear out the customer first and then provide the required solution. Interrupting the customers might make the executive seem rude. This can hurt the image of the company and hence the training should involve such key points.

A customer will only return to the company for another time if he gets an exceptional quality of service. This will help the company in making in the good books of the customers, and eventually, they will also get recommended by such customers.

In all these operations, a call center solution contributes majorly and that’s why in customer care, the call center software holds as much importance for any company as the product itself. Selecting just the right person to do the talking for the company can bring out good unexpected results.

How Call Center Solution Enhance Customer Service?

Posted on July 22, 2019 - 1:12 am by Hiren Pancholi

The main function of any call center is to provide the best possible customer service. This is at the core of any call centers and not only this; it defines success and failure of the call center business. The call center software plays a major role in this direction by providing the required tools to ensure the agent gets everything he needs so he can provide the best customer service to the callers.

This article will share the top 3 functions which will prove how Call Center Solution is the major player in improved customer support service and customer satisfaction for any call center:

Sticky Agent

This is an amazing feature comes in advanced call center solutions like Dialshree. It ensures that the caller gets connected with the agent he had spoken with last time (or every time) as and when the same agent is available.

This gives a sense of familiarity and comfort to the caller. As they are speaking with the same agent, now, they don’t need to explain themselves and issues from scratch. These facts and the feature, ‘Sticky Agent’, contribute to improved customer support.

Skill based Routing

The skill based routing is a feature of call center software, which ensures to match the skills required to attend the call before routing and handling over the call to an agent.

This feature assures that each call is handled by the most suitable agent who holds the required skills. This will decrease call wrap up time and increase customer satisfaction to give quick answers and one call resolution to the caller.

CRM Integration with call center software

This is a bonus function explained just for you. This is not one of the core features of call center software, but you can get call center CRM integration service which can help your agents to provide a personalized experience to your customers.

The agent can see all customer details during the call to give a personalized experience to the customer which will definitely improve customer satisfaction.

Whisper/ Conference

These are two more very important and beneficial features of the call center solution. It contributes to pacifying the customer and increasing his/her satisfaction. The ‘Whisper’ feature allows a supervisor or a senior agent to coach an agent on call to gives an appropriate response without an acknowledgment of the customer.

This is very helpful to attend a call by a single agent even when he is facing some lack of expertise to deal with special cases. The customer wouldn’t feel the lack of knowledge issue with the customer support staff and the agent will also get required training to deal with the special cases.

On the other hand, the ‘conference’ feature helps in having a conference call among an agent, caller and the supervisor to control a situation if needed. Both features are very important and major contributors to the call center environment.

These are the top 3 features along with a bonus feature explained to you to give you a hint, how call center software contributes to better customer service.

There are many as such features and benefits a call center software offers to a call center to improve customer service and satisfaction remarkably. We are one of the renowned call center software providers. To get more information, contact us.

VICIDial Add-ons Make It a Futuristic Solution

Posted on July 18, 2019 - 3:38 pm by Hiren Pancholi

VICIDial is a leading call center solution. It is available as an open source system. This system has been helping startup call centers to overcome initial challenges by providing a complete call center solution needed to run basic call center campaigns for free. The VICIDial system has all features to take care of the campaigns in startup days of any call center. However, it cannot stand against the advanced call center software available in the market. It doesn’t have all features to get a competitive edge and this can work against the business in some cases. (more…)

What Is the Omnichannel Call Center Solution?

Posted on July 15, 2019 - 10:27 am by Hiren Pancholi

What Is Omnichannel Call Center Solution

Technology changes rapidly and changes in technology affect all industry segments and its solutions. One of the most progressive industry segments is the call center. In the call center industry, things change at a revolutionary speed. The increase in the importance of customers, the call centers are leaning for the solution and best practices to retain customers.

To meet this agenda, call centers use the call center solution. In this industry, there are many different types of call centers available in the market. One of the most popular types of call center solution is the omnichannel call center software.

Even if it is very popular, there are many people related to the call center industry who don’t know what exactly the omnichannel call center solution is! If you are one of them, don’t worry. In this article, we will share a quick guide on the omnichannel call center solution.

Generally, the call center software supports only one communication mode that is audio calling. The omnichannel call center solution offers all possible modes of communication. The pure omnichannel call center software is the one that supports all different modes of communication. To be specific below is brief of supported communication modes in this type of solution:

Audio call

Similar to traditional call center software, the omnichannel call center solution offers two-way calling. One can use it for inbound or outbound calling.

Video call

This is an additional communication mode available in the omnichannel call center software. It allows two-way video calling as well as conference video calling.

Chat

Instant messaging is a really important mode of communication as customers demand live chat support. The omnichannel call center solution offers chat with customers. Also, it supports internal instant messaging.

SMS

Many call centers need to send an SMS due to certain policies. The omnichannel call center solution offers the SMS support so agents can send an SMS to the customer during or after the live call.

Fax

This mode of communication is not too obvious, but there are some organizations that need faxing as a mode of communication. This is also one of the communication modes available in the omnichannel call center software.

Due to the ease of use and no additional cost, the usage of WhatsApp has become crucial. People use WhatsApp messaging heavily and that is why the omnichannel call center solution has started offering this mode of communication as one of the channels in it.

Social Media

The brands and companies do work on social media and the need to listen to social comments and likes. The omnichannel call center solution offers integration of one or more social media channels so the brands can integrate their social pages within the call center software.

All these are the top communication channels that are available in the omnichannel call center solution. As it provides all modes of communication, it is known as the omnichannel call center or contact center solution.

We offer this type of call center software with the required modes of communication. Contact us to know more about it.

Call Center CRM Integration Enhances Performance

Posted on July 8, 2019 - 7:32 am by Hiren Pancholi

Call center software is an amazing tool for customer relationship management and lead conversion, both. The call centers, BPOs and KPOs run their businesses on the call center solution only. The businesses, on the other hand, use the Customer Relationship Management (CRM) solution to manage the records of the customers and use traditional telephony devices to make a call to convince the prospects and take care of customer queries.

The call center software is excellent for effective calling, but it is not that enough for managing customer-related records. On the other hand, the CRM system is excellent for customer record management and takes related actions, but it doesn’t have any mean for effective calling. Do you know what the best solution is? The best solution is the Call Center CRM Integration.

It integrates the call center solution and CRM system. The call center CRM integration provides a facility of using features of the call center solution and CRM system within a single sign-on. This integrated solution can be used by any company and it provides a lot of benefits. One of the benefits of call center CRM integration is an increase in performance.

The executives of the company can take benefit of the call center software within the CRM system. The call center CRM integration provides click to call facility within the CRM solution. This means the executives just need to click on the contact number and the call center solution will generate a call within the window of the CRM system.

The executive will have all the information and details of the customer in front of him along with the dialer of the call center software. This way the executive can provide a better experience to the customer or lead. He doesn’t need to dial a number manually. He also doesn’t need to switch among multiple systems and files. Everything is in front of him. This is how the call center CRM integration enhances the performance of the executives in the company.

If we talk about the call center, the call center CRM integration integrated the call center software and CRM solutions. Thus, more details about the lead can be saved within the system. When the agent calls the customer, he can provide a more personalized pitch to the lead.

This increases the chances of lead conversion. On the other hand, the features like the sticky agent and skill-based routing with the customer information popup from the CRM system helps in increasing customer satisfaction. This way the call centers can gain benefits of increased productivity and results.

In a nutshell, the call center CRM integration integrates two powerful systems into the one. This way, it creates uniform data management and calling operation management. This collectively increases the performance of the individual employee as well as the whole organization.

We offer call center CRM integration services. We integrate any open source or third-party call center software with the CRM system. For more details, contact us.

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