Category Archives: Call Center Solution

Call center software helps call centers and customer care centers to streamline their working models and operations. Moreover, the call center solution provides various reports which work as a great source of information to aid decisions of the management to provide better training, improved customer experience and greater ROI (Returns over Investment).

That’s the reason more and more organizations have started using call center software for their inbound, outbound or blended call centers and customer support centers. You can deploy this call center software either on the cloud or on a server on your premises. Both of these options have their own pros and cons.

This article will share the top 3 key benefits of deploying your call center solution on cloud and using a cloud-based contact center solution.

1. Quick To Start

The cloud-based contact center solution is deployed on the cloud infrastructure. You don’t need to buy any additional infrastructure such as hardware, server, etc. This makes the process of installation and setup pretty fast. Also, there are multiple options available for cloud infrastructure such as Google cloud, AWS, etc.

You may select any one of them based on your budget and requirement. You can also switch from one cloud service provider to another without much hassle or any loss of data because the cloud call center solutions are compatible with all different types of cloud environments. This makes the process of starting pretty faster.

2. Easy To Scale Up or Downgrade

The call center business faces the peak season and a slight downfall in the call quantity for a few natured call centers. Thus, you may need to add more agents and increase the capacity in the peak season. With the cloud infrastructure, this is easier. Simply upgrade the plan and add more agents.

If you face a downfall in call rates, you may downgrade the plan to save some money. This is amazing flexibility offered by the cloud infrastructure which is not possible to get with an on-premises call center solution.

3. Save Money

For any business, it is very important to control the expenses and unnecessary expenses at specific. The cloud based contact center solution would help you to save a lot of money. As there is no server or hardware cost to start with. There are many cloud service provider which provides an offer of pay as you go.

It means you need to pay only for what you use. Also, the cloud call center can easy to scale up and downgrade based on the requirement, as mentioned in the previous point. This further saves money.

These are the top 3 major benefits one may gain using a call center software.

Elisiontec has a ready to use cloud based call center solution called Dialshree. Take benefit of this advance and feature rich call center software. Contact us to get a free demo and to know more about the stated solution and how can it add value to your business!

In any customer service or customer care center, the most important thing is taking care of the customers in a way that they feel satisfied. The customer service centers always focus on customer satisfaction in one way or another as it helps in increasing revenues and ROI.

Still, there are some customer care centers that stay in dilemma. They are not really sure what they can do to deliver exceptional customer experience to their customers. In this article, we will share the top 3 tips that can be used by any customer service or customer support centers to deliver exceptional customer experience.

1. Train your agents

The agents play a major role in delighting or frustrating the customers. Thus, the first and foremost thing one needs to do is make sure the agents are skilled. You can conduct various training sessions to train the agents for general skills.

When any new agent joins, try to give knowledge transfer about the solution / product, he will provide support for. Knowledge of the item will help them to give quick answers to the questions of the customers and quickly resolve their concerns.

2. Buy the best call center software

Almost all customer care and customer service centers use the call center solution to handle concerns and queries of the customers. If you are not using the one, this is the time to get it.

The best call center solution can help you utilize your all resources in the best possible way. It also provides the features to assure the accuracy of data. Furthermore, its features help in increasing the productivity of the agents.

3. Use supervisory features available in your call center software

The training and call center solution provides the base to the agents, but still, everything relies on the agent in customer service. It is very important to make sure that each agent delivers the best user experience by using the features of the call center solution and taking training into action.

To assure this the supervisors must use the features available for supervisors in the call center software. Some of the supervisory features are a whisper, barge-in, live call monitoring, live agent view, etc. All these features are available in real time. It means during the live call, the supervisors can use all these features.

To identify the specific performance criteria, the supervisors can use the call recording or report features. The call center solution comes with a wide array of reports. Some call center software also provides graphical reports to make your review job easier.

Use all these real time and offline features of the call center solution to make sure all agents are focusing on customer satisfaction. The supervisors can give personalized training to the agents that are not living up to the expectations. This is how the call center software can help in implementing the best customer care practices.

These are the tips to increase customer satisfaction in the call center. We have one of the best call center software that can help you deliver exceptional customer service. Contact us for more details.

Call center solution has many features which can be used to run many different types of campaigns. Generally, the call center solution is used to take care of customers and prospects. However, it can also be used to generate new leads and increase sales, which many people don’t know. In this article, you will learn how one can use the call center software to increase sales of the company.

The call center solution can allow automated outbound calling to the prospective lead numbers. The executives can take benefit of predictive or auto dialer to call multiple numbers automatically. Once the call is connected, it will be assigned to the most skilled agent.

This way a lot of time otherwise wasted on manually dialing a number and connecting a call can be saved. During the live call if the prospect provides another lead number as a reference, the executive can dial that number manually, so he can reach the new lead which is not stored in the database.

Sometimes it happens that the prospect is busy and asks to callback later. In that case, the executive can set the callback date and time and the call center software will automatically callback on that number on the predefined date and time. Some prospects are very sure that they don’t need your service.

In that case, it is better not to waste time on that kind of leads and put them in the blacklist. Once the contact is added to the blacklist, the call center solution will not call that number again and save time otherwise wasted on useless calling.

The call center software also offers a feature called ‘Sticky Agent”. This feature makes sure that the lead aka prospect talks with the same executive each time. This helps in making sure the prospect talks with the same executive who knows the case and the stage of the ongoing discussion.

The call center solution also has remote agent and call forwarding feature so even if the executive is on leave, the call center software makes sure the call is attended by the same executive to build trust with the prospect which can result in the sales.

After each call, the agents can add the disposition which is a call wrap up. After the call, one can see the conclusion of the call so if in case any other agent needs to pick up the call, he can review the case and make sure he handles the call effectively.

The call center solution also offers a wide array of reports which can be used to see which campaigns are working well and which services or products are popular. This helps in focusing more on the products / services which are in demand to increase sales and revenues.

The call center software also provides barge-in, whisper, conference call, call recording and playback features to make sure the executives are dealing in the correct way to increase sales.

We have the call center solution with all features mentioned in this article and more. To know more about this call center software, contact us.

As it is an investment for your business or call center or customer care center, it is extremely important that you get the right call center software. You need to make sure that you get great returns from your investment. Here, in this article, some of the top points are shared that you may consider making the right choice.

1. Easy to use

The first thing that you need to consider while buying a contact center solution is how easy it is to use. No matter how good your contact center solution is, if your staff faces difficulty in understanding the functionality or the interface, then it will be of no use.

You can provide training to your staff so that they can know how to make use of the bought solution. Or, you can ask the vendor for a free trial so that you can know how the software is performing. Ask your staff to use the software and see how comfortable they are in using it. This will help you a lot in making a decision.

2. Total Cost

Before buying the contact center software, make sure that you know what their charges are and if there are any hidden charges that they have not mentioned. Always feel free to ask questions or queries that you have in your mind and ensure before making the final decision you get an idea of total price to be paid to own the solution.

3. Furnished with all required features

There are some common features in all contact center software that you will get, such as barge-in, conference, call routing, call forwarding and IVR. However, there are some advanced business tools that are not available in all software such as Custom Relationship Management (CRM) system.

However, you might need it. In such case, make sure that the required features are there in the solution you are planning to buy. It should support your existing business tools. It should have some value added features so to automate routine tasks.

If a customer, for example, requests a call back at a specific time, then the system should be able to make an automated call to that specific customer at the requested time. If you want to stay ahead of your competitors, buy a contact center solution that has all as such features.

4. Technical support

Contact center software, like any other software, can face a technical problem at a certain point of time, when you are using it. So the technical support team must be available when you need them the most. Make sure you check their support contract so that you get quick assistance when you need.

5. Check their reviews online

Make full use of the internet by searching for the vendor and checking their reviews online. If you see that there are a lot of positive reviews about the vendor in third party sites, then you can go ahead and choose the vendor as he has already satisfied many customers.

Elision Technologies Pvt. Ltd is a renowned vendor of high quality contact center solution. So, why wait? Get yourself a contact center solution now and watch your business grow!

Contact center solution is making its way in different industry sectors and Banking is not an exception anymore. In fact, banks are leveraging many benefits from the contact center solutions because it helps in overcoming the challenges banks face and add additional features to empower the business of banks.

Advanced security mechanisms to protect sensitive customer data

The contact center solution comes with the advanced security mechanisms. For example, the contact center solution of Elisiontec comes with a security feature which encrypts the customer phone number and projects it as a random key to the agent. Thus, the agent who is calling to customer or receiving the call would never get to see the original number of the customer. This gives a high level security over data theft.

Also, as the contact center solution is handled by the in-house staff, there is no 3^rd party vendor getting its access. The contact center solution comes with many as such security modules to solidify the security of bank database.

Multiple communication channels including SMS, Email, Fax for omnichannel customer support

The contact center solution comes with the advanced and multiple communication channels. It is not limited to just audio calling or video calling. The contact center solution now supports email, SMS, fax along with the audio and video calling.

This is a common need of banks to send an email or an SMS for verification or steps to be taken during or after the call and this can be achieved with the contact center solution.

Prompt reply to customers’ queries

There are two ways to provide customer support for banks.

1. Outsource to a 3^rd party vendor
2. Setup an in-house customer support center

If a bank outsources the customer support to a 3^rd party vendor, it may increase response time or many customer queries has to be in “callback with more details” status because the 3^rd party vendors may not be aware of all answers.

However, the bank can setup an in-house customer care center where they can give instant answers to customers as the queries are handled by bank executives. Also, they have seniors to answer the difficult questions of customers in real time. This helps the bank in providing prompt answers.

Keep clear track and log of each activity

The contact center solution comes with a whole range of reports. Also, each activity is logged into the solution itself.  Thus, each call made or received is logged into the system with all relevant details such as name of the agents, call duration, etc.

Furthermore, this call can be recorded for review purpose. Thus, banks can have all data in report form to review the quality as well as to make an assessment.

Improved ROI

The contact center solution improves customer satisfaction and staff productivity at a greater level, which helps in increasing the repeat and referral business. Also, it reduces operational cost from 30 to 70% which saves funds. Collectively, all these factors increase the return over investment.

To get answers of any of your questions, contact us!

Call Center solution can be just a call center software or a turnkey call center solution which is a combination of the call center software, plus, hardware. There are different ways of installing the call center software and that produces different types of call center solutions.

The cloud call center solution is one of the most popular types of call center software these days and in this article, we are going to explore more details about this type of call center solution.

What is cloud call center solution?

It is a call center software, which is setup on a cloud space. The companies and enterprises can use any cloud space such as, Amazon Web Server (AWS), Google cloud or personal cloud setup of the company itself.

The features of the cloud call center software will be same as the bought call center software, but it can additionally offer all benefits one would get from the cloud infrastructure.

The cloud call center solution is a central point in the call center or enterprise and the make the access to the call center software more flexible than its alternative. It strengthens different departments of the call center or enterprise. It also benefits businesses with the true remote agent option for the call center.

The cloud call center solution, including software and related infrastructure, is accessible from anywhere, at any time. The call center software development company can add security mechanisms to make sure the solution can be accessed during the predefined days and time only to control overuse or misuse of the platform.

The cloud call center software helps businesses to take benefit of remote agent and increase returns over investment.

What are the benefits of the cloud call center solution?

There are many benefits of the cloud call center software solution and we are going to discuss some of them, which really empower the call center department and / or business.

The cloud call center solution allows businesses with the benefit of quick start. The cloud call center infrastructure can be set up within a few minutes and businesses can get started with their call center in the least possible turnaround time.

The setup of cloud call center software is way cheaper than the on-premises call center software as the businesses don’t need to allocate physical server and related infrastructure to benefit the businesses. It saves a lot of time, resources and efforts otherwise need to be spent to set up on premises call center.

The cloud call center solution is really scalable and affordable. The company or organization can start with the minimum number of seats and kick start its business. As soon as the business and demand increase, the number of seats and capacity of the call center software can be increased as well. This is as simple as it sounds and can be done really quickly.

There are many other industry and company specific benefits of the cloud call center solution one can leverage. Get in touch with us to know more about it.