A Complete Guide to Call Center Dialer

Complete Guide to Call Center Dialer

An omnichannel contact center solution is a radical business tool for call centers. It often comes with modern and advanced features to empower inbound, outbound, and blended calling campaigns. The call center dialer is one of the major features available in this software to support outbound campaigns in general. It can improve the value of inbound and blended campaigns, too. It means it is a general purpose and widespread system benefiting call centers to improve performance metrics.

In this blog post, we will explore details about the call center dialers with some really interesting insight.

In this blog, we have covered:

  1. What is a dialer in a call center?
  2. How many types of dialers are available in the call center software?
  3. What are the major types of auto dialers?
  4. Which is the best call center dialer for a call center?
  5. Why is it important to have a dialer in a call center?
  6. How to choose the right dialer for your call center?
  7. Conclusion

Let’s delve deeper into this interesting and insightful subject matter.

1. What is a dialer in a call center?

In general, a dialer is an automated system integrated into a call center solution to automate the process of making outbound calls. The automated process is often considered a boon because it eliminates the need to manually retrieve phone numbers from the database or list and make calls. In fact, some call center dialer systems are extremely intelligent such as predictive dialing and use different algorithms to automatically dial and connect the call to customers which leads to improved values of various KPIs.

This process can also be manual, which lets agents make calls manually using a dial pad. As this system is so much popular along with having as one of the features in on-premise or cloud call center software, it is also available as an independent dialing software solution.

The major goal converted by the call center dialers is to improve the efficiency of an important process of connecting agents with the customers or leads in call centers. This helps in improving various KPIs (Key Performance Indicators) for a business. This is the reason the adoption rate of this software is quite high.

This feature is also referred to as sales dialer solution, phone dialer, call center dialer software, and several other names. But ultimately, each name signifies the same software.

2. How many types of dialers are available in the call center software?

In general, a call center dialer can be of two types:

A.       Automated and

B.       Manual

Due to the massive popularity of automated dialers, when people refer to call center dialer software, they refer to the automated system. There are multiple types of automated dialers in the contact center. Depending on the provider of the software, one can have a different number of dialing options in their software.

3. What are the major types of auto dialers?

As mentioned, the number of dialers may vary depending on the provider and the dialing software you use. However, there are 4 major types of call center dialers that you must consider if you are wondering whether to upgrade your existing system or want to get the new call center dialer software.

A. Auto dialer

It is one of the most basic types of automated dialers available in the software. As the name suggests, it automatically dials the numbers in a sequence one by one. It waits for an agent to finish his or her ongoing call. Once the agent gives the signal, this dialer for call centers retrieves the number from the list and dials it automatically. The agent will listen to the dialing tone, ringing phone, etc., and wait until the customer attends the call. In case the customer cannot be reached, the whole process will be repeated for the next number.

Benefits and drawbacks of auto dialer:

Benefits

·         It saves time for agents from manual dialing.

·         It eliminates man made errors of dialing phones automatically.

Drawbacks

·         Even if it is an automated dialing system, it is quite slow compared to other types of dialers.

B. Predictive dialer

It is also referred to as a rapid dialer because it rapidly dials numbers. It is the most advanced form of call center dialer. Unlike other dialer types, this is the most intelligent phone dialer. The reason is it can generate a prediction ratio that identifies the average dialing time and pick up time of the customer. It also predicts the average talk time of agents. Depending on that it creates a predictive dialing ratio and dials multiple numbers. It is the only dialer for call centers that dials multiple numbers in one go to connect with the client. Moreover, it is the only automated dialing system that dials the phone number even before the availability of agents. As soon as an agent is available for the next call, this dialer will have the next call ready for that agent.

It means there are some amazing functionalities associated with this dialing system and it is not available with any other dialer in a call center system. It can also detect answering machines, busy tones, unreachable numbers, etc., and based on that dials the next slot of phone numbers to be available with a call connected to a human.

Benefits and drawbacks of predictive dialer:

Benefits

·         It can accelerate the productivity of agents to another level.

·         It can save a lot of time for agents.

·         It speeds up the dialing process and increases the reach rate.

·         It can increase major KPIs like the number of calls per agent, average talk time, average connection rate, etc. It also reduces the average idle time for agents to add up to the dialing rate.

·         It helps in boosting the overall performance of all agents along with individual agents.

·         It can increase the performance of a campaign and call center.

·         It increases goal conversion like leads, sales, collection, and more.

Drawbacks

·         It may increase the call abandoned rate if the agent does not connect to the call immediately after a customer is connected.

·         It can contribute to the negative brand image if not used correctly.

·         It may increase the pressure and stress on agents, which may lead to reduced morale and motivation.

·         In some countries, the use of predictive dialing is abided by legislation and may lead to some legal consequences.

C. Preview dialer

As the name suggests, this call center dialer shows the preview of the lead to be contacted. This makes it unique in its type and beneficial in some specific types of outbound campaigns. It is not a 100% automatic dialer because it has an added step to be taken by an agent to make an automatic call. Once the agent shows the availability to take the next call, this automatic dialer will retrieve one number from the contact list. Moreover, it will fetch the basic or vital details about that lead from the dialer in call centers or if the system is integrated with a CRM system, it will fetch details from the CRM system. These details of the lead will be shown to an agent to study the lead to be contacted and prepare himself or herself for that call. The agent also has an option to “Accept” or “Skip” the call. On clicking the “Accept” option, this dialing system will automatically dial the call and once the human is connected, it will assign it to the agent. In case, if an agent clicks on the “Skip” button, then the system will skip that lead for that agent and may assign it to another agent. For this agent, it will repeat the process of retrieving the next number and its information to show in a preview window.

The advanced preview dialer will have 2 added options called dialing time for the agent as briefed below:

·         Timeout dialing. It means for a specific time period the preview of the lead will be displayed to the agent. Once the timeout happens, the number will be automatically dialed by the system. In this case, an agent may or may not have the skip option.

·         Selection based dialing. It is a common preview dialing mode in which the agent is not abided by the time limit. Depending on his or her own pace, one can choose to dial the number or skip it. It means the agent can read the preview for an unlimited time period.

Benefits and drawbacks of preview dialer:

Benefits

·         Reviewing previews for customers can help in gaining insight into the lead with whom the agent will have a discussion. This can give the required morale boost and knowledge to convert more leads into sales.

·         It can make more goal conversions.

·         It boosts the morale of agents.

Drawbacks

·         It can reduce the dialing pace compared to other auto dialing options.

·         It may reduce agent productivity.

·         It may be a waste of time.

·         It may result in the wrong usage of resources by agents.

D. Progressive dialer

It is another fundamental automated dialer available in the auto dialing software or solutions for call centers. It also waits for agents to show availability to take the next call and once agents show the green signal, it retrieves the phone number in a progressive manner and dials the next number. The advanced progressive dialer can identify an interactive voice response system, answering machine, etc.

Benefits and drawbacks of progressive dialer:

Benefits

·         It reduces the number of dropped calls.

·         It improves customer experience.

·         It boosts the morale of agents.

·         It increases productivity moderately.

Drawbacks

·         It can waste some resources as the process is slow.

·         It may connect to the customer when they are not ready to have a conversation.

·         It may increase the callback request ratio.

E. Power dialer

It is a basic auto dialer, but with an advanced algorithm. Instead of waiting for an agent to show availability, this system will dial the next number as soon as the agent hangs up an ongoing call. It means the agent might still be doing the disposition or admin job after completing the call, but meanwhile, this dialer in call centers will automatically dial the next number. As soon as an agent is available, a power dialer will also be available with the next call already connected to a human. This dialing system can also detect answering machines, voicemails, etc., and bypass those calls.

Benefits and drawbacks of power dialer:

Benefits

·         It increases the number of calls per hour.

·         It increases agent to customer dialing ratio.

·         It increases agent productivity.

·         It increases performance and resource utilization in a call center.

Drawbacks

·         Agents may have some wait time for the next call, which would affect overall productivity.

·         It may increase the call drop ratio.

4. Which is the best call center dialer for a call center?

In general, predictive dialing is considered to be the best dialer for call centers as it can increase multiple KPIs. Even if there is a risk of increased abandoned and drop call rate, there is always an option to automatically or manually control the predictive dialing pace to reduce the negative impact of predictive dialing. However, this might not be true in all cases. Each dialer has its own pros and cons, as well as applications in a call center. Thus, depending on the business needs, goals to be targeted, and nature of the campaign, a dialer can be the best call center dialer. You can read the top guides about selecting the right dialer for your business or you can choose to experiment with different dialers for campaigns to review, which one works the best for you and your campaigns.

5. Why is it important to have a dialer in a call center?

Due to multiple reasons, it is necessary to have a dialer in the call center. The basic need for implementing a dialing system in the call center is to increase the overall performance of the business, agents, and campaigns.

Let’s understand the real importance of the dialer based on the example backed by the statistics. As per the statistical result shared by Hubspot, on average a sales agent makes 8 cold calls to reach a real prospect. The same statistical result also mentions that on average, 15% of the time the agents get spent leaving voicemail messages. This signifies that each month, a call center wastes around 36 hours every month. This is a huge loss for a call center as this is a complete waste of time and resources.

Different call center dialers can boost not only the calling rate, but it can also identify voicemails and answering machines and bypass them for agents. That means a majority of the time agents get connected with a human. In the case of using a predictive dialer, it removes all calls that are not connected to the agents and only connects human attended calls to the agents to make agents more productive and resourceful. Depending on the target audience type and type of dialer used, the system can reap benefits for call centers. This makes it necessary to use them in any call center.

6. How to choose the right dialer for your call center?

A manual dialer is chosen based on various factors such as:

  • When an agent receives a lead during a live call and wants to dial it immediately.
  • When an agent does not have the right to add a number to the lead list.
  • When an agent is instructed to do so.

The selection of the right automated dialer is not as straightforward as it is for a manual dialer. There are some really vital driving factors that one needs to keep in mind to choose the right dialer for a call center. The following are the top factors to keep in mind to select the best auto dialer to maximize returns:

  • Campaign objective: collection, cold calling, sales, customer care, survey, lead generation, etc.
  • Total manpower: Available agents, active agents, active supervisors, etc.
  • Customer Avatar: Existing clients, prospects, reference leads, cold leads, defaulters, etc.
  • Type of lead source: Website, old database, reference, existing customer base, etc.

All these factors need to be compared together for the selection of the best dialer. For example, you have more than 100 active agents and a sales database collected from a third party website for cold calling. Your customers are strangers. In this case, using a predictive dialer can be the most beneficial option.

You can refer to the online articles that give detailed information about each dialer and the best use cases of that dialer along with considering tips shared in this article. You can also run an experimental auto dialing campaign with two campaigns and the same segment of leads to monitor which gives you the best results.

7. Conclusion

The dialing system is amazing in its all forms and it actually benefits call centers. This is the reason it has become necessary to use them in all outbound campaigns. They can also be used in some selective inbound and blended campaigns depending on the nature of the business and campaign. Even a manual dialer has a vital role to play in the call center.

The function of retrieving numbers and making calls is just one part performed by this system. There can be multiple other jobs that this dialing system can do in association with other features available in the software such as showing a call script to agents, recording calls, using CTI features during a live call, using soundboard Avatars, and more.

Elision Technologies have the best call center dialers integrated into its topmost contact center solution, which is popularly known as DialShree. DialShree has amazing and advanced dialers that have already backed different call centers to improve major KPIs and overall performance and revenue. You can experience how they make a real difference in the lives of their users in a live demo and live Q&A session with our business development team. So what are you waiting for? Book a Free Demo Now!

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How to Handle Escalated Calls in a Call Center?

Handle Escalated Calls in Call Center

Call centers put more than 100% effort into keeping clients satisfied and agents productive. Even expensive training and a call center solution are arranged to handle poles apart or similar concerns of clients. There are multiple goals that a call center aims to achieve and one of them is to reduce the number of escalated calls.

Neither agents nor supervisors like to deal with an escalated call because it not only affects various other aspects and KPIs, but also creates a challenging situation to handle a furious customer. Despite the fact that customer care centers invest a lot of resources to avoid this situation, it keeps on increasing. According to a statistical result shared by HBR, the call escalation rate has increased by up to 68%. This is a worrisome figure because as per the industry benchmark, it has to be <10% of overall calls.

You cannot avoid this situation 100% even if you have given exceptional training to contact center employees, but there are some top tips that you can definitely follow to control it as per the industry benchmark.

What is the meaning of an escalated call?

Before we delve deeper to learn the best practices for handling an escalated call, let’s first understand this industry term or jargon to drive this conversation in the right direction.

In any call center, the traditional process is the customer or prospective client gets connected with one of the agents depending on different call routing rules implemented into the call center software. The agent uses his knowledge and system to resolve the concern of the customer. However, in some cases, customers don’t get satisfied with the response of the agent. In some cases, customers are infuriated and they refuse to have any conversation with the agents. In this case, a majority of clients demand to talk to the higher authority or supervisors. This type of call is an escalated call. It is also known as supervisor escalation or call center escalation.

Thus, an escalation call meaning the customer escalates the call and demands to talk to the supervisor only.

The KPI used to measure escalated calls is the escalation rate, which is the average percentage of the total number of calls that are transferred to the supervisor on demand of the customer.

As one can imagine, a high number of supervisor escalations wastes a lot of time for contact center employees, both agents, and supervisors, plus causes an ordeal of talking to a fuming client, all they want to do is avoid or reduce this rate.

What are the common reasons behind the increased number of call center escalations?

It is necessary to understand the common factors along with understanding call escalation meaning. There can be several driving factors that can increase this type of call, some of the common ones are as below:

  • Poor knowledge of the agent
  • Poor intellectual skills of agents
  • Insufficiently trained agents
  • Query complexity
  • Too many attempts for resolution from the client
  • Multiple call transfers by agents
  • Too long call hold time
  • Unacceptable resolution from the client side
  • System or product issue
  • Sentiments of customers

Why does it matter to reduce the number of call center escalations?

High rate of call escalation meaning a series of drawbacks and setbacks for a call center such as:

  • Reduced agent productivity
  • Interruption in the operations of supervisors
  • Reduced supervisor efficiency
  • Damaged agent morale
  • Reduced client satisfaction and retention
  • Damaged brand position
  • And more

How to handle escalated calls in call centers?

You cannot really avoid escalations, but by handling them well you can reduce the drawbacks associated with this type of call. Here are the top tips to follow for handling an escalated call more efficiently.

1. Listen to the customer patiently

Time is money in any call center. Usually, supervisors have the same resolution as the agents. This leads them to quickly give the resolution and not waste time listening to the client. In more than 98% of cases, agents have already informed supervisors about the escalation reason. Thus, the supervisor already knows the matter and there is a strong urge to skip the elaboration. But, this could frustrate the client even more and increase the escalation level. Thus, the best start for handling this type of call is to be a good listener. At least, let the client get his all emotions drenched.

2. Empathize with the customer

The common mistake made by all supervisors while dealing with an escalated call is they start with an apology, which is quite straight and robotic. It is necessary to show empathy to the client at the beginning of the conversation. Use positive words to gain some positivity back into the client and his behavior. You might not be able to pacify him immediately, but empathetic nature will help in reducing the anger level in the client. This would further help in reducing the time otherwise you would need to spend dealing with this client.

3. Offer multiple resolutions

As mentioned earlier, the supervisors will have the same solution as the agent would have. However, supervisors often hold some power and offer to delight clients that have crossed the patient level and escalated the call to yell their lungs out. In this case, the supervisors can better handle this type of call if they have something else to offer. For example, a supervisor may give some discount on the next purchase or a supervisor can give added resolution to the existing issue like a small complimentary gift to compensate for the inconvenience.

The supervisors can bundle the right options to pacify customers and handle escalations more efficiently.

4. Be sincere in the apology

In many cases, clients will not receive the solution they are seeking even if they escalate the call to the supervisor because the resolutions are fixed and predefined. In this case, the only thing other than the existing resolution a supervisor can offer is a sincere apology. Sometimes, this apology sounds quite fake and monotonous, which further fuels the agent. Supervisors can be more sincere in their apologies. Also, they can mention that they will take it as feedback and pass it to the higher level. This can help in reducing the drawbacks associated with an escalated call.

5. Never be rude to the client

This is the last thing a customer would expect and accept from any call center employee. The responsibility of a supervisor is even higher and there is no scope to get rude to a client in any case. Being polite, humble, and empathetic is the demand of their role. This applies to both clients and agents. Escalation call meaning an infuriated client, which may lead supervisors to lose their patience. However, it is not at all acceptable behavior and it may spoil the whole effort done by the agent, supervisor, and other team members. Thus, rude behavior has to be avoided at any cost.

Conclusion

Call centers have several aspects to deal with and escalated calls are one of the most common challenges faced by them. Always keep in mind that you cannot avoid them 100%, but you can definitely reduce the call escalation rate with the right training, tools, and attitude.

Using the right attitude to handle this type of call in the amalgamation of the best tools and a knowledgeable team can help in reducing the devastating impact of this type of call.

Technology tools can play an effective role in achieving the benchmark of call escalations. DialShree: Omnichannel Contact Center Solution has an inbuilt knowledge module to keep your agents well acquainted with the required knowledge and information to handle clients. It also has AI and other quality assurance tools to boost customer satisfaction without involving supervisors. Contact us to know more about this software and how it can benefit your call center. Book a demo NOW!

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The Most Important Call Center Technology Trends of 2023.

Call Center Technology Trends of 2023

Each year, the call center industry faces new trends and challenges and 2022 was not at all an exception. The challenges continued to evolve and technology constantly helped in overpowering them. Excellent call center services are necessary, but still elusive without the right implementation of the call center technology. Things in this industry change at supersonic speed and several external factors affect the technology implemented in the call center software. Thus, even if you did buy the best call center solution last year, you may need to scrutinize the performance and technology of that software to add the missing pieces and stay ahead in the game.

To help you in this journey of being competitive in this emerging yet rapidly changing market, we have jotted down the list of top 10 call center technology trends that will define the future of communication in 2023 and beyond. Your call center solution must have these trends implemented in it to enjoy the top position and excellent returns.

1. AI in call centers

Artificial intelligence (AI) driven tools are often considered a luxury by businesses, but things have spectacularly changed in this area. AI has paved its way into the call center industry to become one of the latest and stable trends in call center technology. From employee helpdesk to customer care, automation, and multiple other aspects of a call center are influenced by AI. As per the statistics, 68% of customers love to interact with chatbots as they are fast in responding and customers don’t need to wait in the call queue. Other AI factors like voice analysis, IVR support, voice assistant, etc. integrated into an AI call center solution is going to be a definitive trend in 2023.

2. Omnichannel communication

It is not an unforeseen trend. The use of an omnichannel contact center solution has been recommended by experts for many years. It streamlines communication across different touchpoints to give a holistic view to the agent. It will become one of the leading call center technology trends in 2023.  

3. Big data analytics

Whether a call center focuses on generating leads or wants to improve customer experience, analytics can be a driving factor. This is the reason it has started becoming one of the top call center trends in the industry. Nowadays, a call center software solution incorporates more than just reports. They give big data analytics, so call centers can reduce operational costs, increase productivity, and improve overall contact center performance. 

4. Digital scorecard

This has become one of the top call center technology trends as it lets supervisors have a quick view of various performance metrics as a whole such as:

  • Different operations in call centers
  • Performance of agents
  • Customer experience 
  • And more

Already businesses have started implementing this trend in their solutions and it will become one of the top call center trends in the upcoming years.

5. Cloud solutions

It is another trend in the call center technology industry, which is here to stay and be more popular. The COVID 19 pandemic has become one of the most powerful contributors to the increasing popularity of cloud solutions. With the compulsion of using this technology, this trend has proved its worth in increasing ROI by reducing overheads and increasing reach to the world level talent for users. It also improves the overall contact center performance as it guarantees 99.99% of uptime SLA (Service Level Agreement).

6. Self serving tools

If you want to focus your energy to improve customer experience, then you have to adopt this trend in your business. The fundamental self serving tools such as an IVR (Interactive Voice Response) system have been in the industry for many years. Modern customers are not satisfied with this common tool for automated query resolution. They need something more than that and it can be possible with the adoption of the latest call center technology trends in this direction such as chatbots. Chatbots are more interactive and engaging and make things faster with their smart way of responding.

7. Social media engagement

Social networking websites have become part of the routine life of consumers. People use it not only to stay connected with their family and friends, but also to share their experiences and stay connected with their favorite brands. Whether you are delivering customer experience on social media platforms or not, your customers and followers would be talking about you. Thus, social listening is a necessary thing to stay on top to improve customer service game. That is why it is becoming one of the top call center trends. Integration of social media platforms into your solution is possible, so you can manage communication with clients and followers using the same software. 

8. Security

Security and data privacy are two increasing concerns in the call center industry. This software is also used in businesses that handle highly sensitive client information such as healthcare and Fintech. Data leaks or stealing can be major concerns of users in these industries. Thus, one of the leading trends in this segment is consolidating security to protect data from any type of leak, stealing, or hacking. Many providers and cloud platforms have already implemented the world class security mechanism. If you have not yet moved cheese in this direction, this is the time to seriously think about this call center technology trend to improve customer service in the real sense.

9. Advanced learning tools

As per the statistics, 94% of agents would love to stay with companies that invest in their learning. As you can see the number is so huge that you have no chance to ignore this trend. To retain experienced and skilled agents with your firm, you have to work on implementing self learning tools for your agents. You can also use a scorecard for agents’ performance tracking and improvement. But, there is no scope of overlooking this trend.

10. Automation in process optimization

Last but not the least is automation in optimizing day to day processes. This is necessary to give work life balance and more productive hours to your team. The call center technology trends have already introduced the top business tools to implement in your software to improve performance with well defined process optimization. CRM and CTI integration are two popular tools in this area. They automate pushing data from one system to another, so agents don’t need to enter data manually. There are several similar tools that can automate processes to improve efficiency and accuracy. 

Wrap up

The competition in the call center industry has always been at its peak. Even the COVID 19 pandemic, which broke the backbone of many businesses, could not affect this industry negatively. This gives a real reason to be here. But, just being in this industry would not be enough. You will need to constantly put effort to stay competitive. This is possible by leveraging the power of emerging call center technology trends.  Your software and business must gain sustainability by incorporating these trends, so you can deliver exceptional customer experience, elevate the delight of agents, and increase your overall performance. We, Elision Technologies, have always been staying ahead in this game of identifying and incorporating the top trends in call center technology. We have integrated artificial intelligence, analytics, self serving features, cloud hosting, social media, and all top 10 trends along with multiple other technology advancements in our software, DialShree. To explore more and initiate discussion, Get In Touch With Us.

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How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction?

How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction_

Banking is one of the most competitive industry verticals. There are so many banks, including private banks that are trying to attract customers to use their services and banking products. Thus, unlike traditional times when customers used to use services from specific government banks only, now customer experience and satisfaction have become vital. This is the reason each bank has put a customer care department within the bank using skilled banking agents and the best call center solution. There are multiple other banking communication solutions available other than the call center software that can help improve customer satisfaction for a bank. AI voice analysis tool for banks is one of the tools like that.

What is an AI voice analysis tool?

This tool is also referred to as an AI call center solution because it is an artificial intelligence-drive module that can be integrated into the call center solution.

The AI voice analysis tool for banks analyzes each call for quality based on predefined parameters such as:

  • Usage of positive words
  • Tone of voice
  • Emotions in the voice
  • Silence in the conversation
  • Verbose minutes of conversation
  • And more

Based on these parameters, it gives an overall score along with scoring each individual parameter.

How does an AI voice analysis help banks to boost client satisfaction?

This quality assurance tool can boost client satisfaction in multiple ways. Let’s check how.

1. It checks each and every call for quality

Unlike a manual analysis system, in which the manager checks only some random calls, the AI call center solution will analyze each call for quality assurance. This tool will ensure that none of the quality of service-related mistakes are overlooked. Thus, it helps in taking care of each client and the experience delivered to him or her to improve overall and individual banking customer experience.

2. It highlights unspoken signs of client experience

It is easy to decode a client’s frustration when he or she gets angry and shouts at a banking executive, but it is difficult to decode whether a customer is happy, sad, or upset with the banking services if he or she is not using those kinds of words in his conversation. The AI voice analysis tool for banks can analyze the tone and emotions in the voice to highlight when a client was upset or disappointed with the answer of the banking agent. This helps in improving conversation style and decoding unspoken emotions of clients to deliver better customer service.

3. Improve training

Agents handle banking clients, so they must be trained for rectifying their mistakes. The AI voice analysis tool provides details on individual mistakes. This helps in training agents based on specific mistakes they might be making during a call. This helps in improving the customer care standards in banks and boosts client satisfaction.

If you are interested in exploring more about a banking call center solution and AI voice analysis for banks to boost customer satisfaction, we can help you. Contact us to initiate the conversation.

 245 

Major Productivity Hacks for Call Center Agents in 2022

Major Productivity Hacks for Agents in 2022

Call center agent productivity does not mean handling too many calls within the shift, but it s about delivering quality results while handling more and more calls. Utilizing the best resources like an omnichannel call center solution at its best is necessary to boost agent productivity. In this article, we will share the major hacks that you can try in 2022 to boost the productivity of your agents.

1. Define and convey agent productivity KPIs

The productivity parameters have shifted majorly due to various reasons such as shifting client demands, pandemic, wars, increasing agent attrition rate, etc. Thus, for a call center, it is necessary to define the right success metrics that define the productivity of agents. Moreover, it is necessary to keep agents informed about major productivity KPIs, so they can focus on improving the values of these KPIs.

2. Empower agents with the right tools

It is necessary to use the best call center tools to empower your agents. In this digital era, using an omnichannel call center solution is a must. This will help agents provide a unified experience across channels to clients. You will also need to add different tools to your contact center software. For example, integrate CRM into the call center solution to let agents lead the context-driven conversations. If your call center uses any other software that your agents need to explore such as an ERP solution, IP PBX software, etc., then you need to integrate these solutions within the call center solution. This will give all the required features within a single system with a single sign-on.

3. Measure the value of KPIs in real time

Don’t wait until you get time to measure the productivity KPIs and then get panicked about bad values. Rather, use the live call monitoring features available in the omnichannel contact center solution to monitor productivity KPIs in real-time. This can help in taking the right actions in real-time, so you can coach your agents in real-time to work on boosting the productivity of your agents.

4. Use AI voice analysis for quality assurance

You can automate the quality assurance process with artificial intelligence-driven tools. AI voice analysis can evaluate all calls for quality parameters. It will analyze all calls and give scores to each call and different parameters depending on the quality of calls. This will give the case-wide data to train and coach agents to work more productively.

5. Incentives and rewards

We expect quality and productive work from agents, but that is not really a driving factor for them to deliver excellent work. To keep them motivated and stress-free, you must invest in training your agents to deliver better. Moreover, call centers need to give the best incentives and rewards to inspire agents to work more productively and also focus on quality.

Wrap-up

By following these five effective tips will help you boost the productivity of your agents. If you are interested in getting the right call center solution or an AI voice analysis tool for call centers, we can help you. Contact us to explore our range of software offerings for call centers.

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Role of Truecaller for Business in the Banking Industry

Role of TrueCaller for Business in the Banking Industry

Truecaller has been a popular caller ID app in India and multiple other countries. It has been helping call recipients by showing who is calling to decide whether attending a call is worth their time or not. Now, Truecaller also helps callers with its Truecaller for Business plan.

Truecaller for business verifies the business number of a company or an organization to give a trustworthy caller ID with multiple features, which cannot be tempered by a third person, which is possible in not having a verified number.

Multiple industry verticals are gaining the advantage of this service made available by authorized partners of Truecaller business like Elision Technologies Pvt. Ltd.

To verify your phone number with Truecaller for Business, contact us.

Along with multiple other industry verticals, the banking and finance industry can also gain a lot of advantages by using this number verification service with Truecaller. Let’s explore how.

1. Always reach a client or intimate about your call

In the banking industry, it is necessary to reach out to clients for various customer care and sales related campaigns. If a bank has verified the number with Truecaller, the customers will see the correct bank name, bank logo, verification badge and tick mark, and green highlight. This will spread a positive brand message, which often helps banks to increase the reach rate up to 75%. As the banks can reach out to clients at the right time, they can convey the required message and boost customer satisfaction.

2. Highlight emergency services

In banks, there are often some vital jobs that need instant customer attention such as KYC verification or missing document for that, cancelled check, unauthorized transaction alert, etc. With Truecaller for Business, banks can use the priority calling feature to highlight emergency calls to increase call reach and pick-up rate.

3. Increase pickup rate

Banks can also use the feature “Reason for calling” to increase the call pickup rate. When customers know the reason for the call along with seeing a trustworthy caller ID, the chances of call pickup rate are high. In case, a delivery boy is at the doorstep of the client to deliver a credit card or checkbook, using this feature can help in assuring a successful delivery for banks.

4. Analyze reports

Truecaller for Business not only provides caller ID related features, but also provides extensive reports to banks that use its number verification services. These reports can be used to analyze different parameters for future calling campaigns. The banks can also gauge the success of banking product sales campaigns.

Conclusion

The benefits of Truecaller for Business are several for banks when all features are used correctly. Banks can increase the reach rate, call pickup rate, and even the success of different campaigns.

Contact us to get the phone number of your bank verified with Truecaller for Business and gain all the benefits. You can also explore more details about Truecaller for business for banks and its benefits in detail in a personalized call with our representative. To schedule a call, please contact us.

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Inbound Call Center Solution: Do’s and Don’ts to Boost CSAT Rate

Inbound Call Center Solution - Do's and Dont's to Boost CSAT Rate

Customer care is a crucial part of any business. The inbound call center solutions are used to boost customer satisfaction rate. An inbound contact center solution can be used to handle customer concerns and engage customers to improve customer satisfaction.

Even though inbound call center solutions offer the best features to handle clients more efficiently, the incorrect use of these features can cause negative customer emotions and reduce customer satisfaction (CSAT) rate.

To make sure you use your call center solution efficiently, you must know the major Do’s and Don’ts of the software.

Do’s of inbound call center solution

Use correct ACD

ACD (Automatic Call Distributor) is one of the best and most efficient features available in the call center solution to support customer care campaigns. This feature will have different call routing strategies like a sticky agent, skill-based routing, round robin, etc.

A call center must use the right ACD depending on the nature of the campaigns and goals to be converted. If a business uses any random feature, it can cause frustration in clients.

Personalize the conversation

If you are not already using the CRM widget in your call center solution, you must integrate the one. You should also use features like customer profiling to give the complete interaction history of a customer to the agent so agents can use this information about the client to personalize the conversation. Personalizing conversation can help in boosting client engagement and satisfaction.

Measure KPIs

You must measure the values of major key performance indicators to gauge how your customers are treated and if there is any way to improve this. The call center solutions offer multiple reports to clients and these reports can help in identifying strengths and weaknesses to handle major customer concerns with better responses.

Don’ts of inbound call center solution

A majority of customer care centers that use an inbound call center solution know don’t of the software, but still, here are the major points to keep in mind.

Don’t force self serving options

Many call centers want customers to use more and more self serving features available in the call center software to reduce call queues and load on agents. But, every time automation features cannot resolve client concerns.

Don’t increase the call transfer rate

Customers would have waited in the call queue already. Now, pushing them to wait while their call gets transferred and asking them to repeat the same story would add up to frustration. Thus, it is necessary to reduce the call transfer rate to a possible extent.

Don’t put customers on hold for long

Keeping customers on hold for too long also increases frustration among them, thus, it is recommended to avoid this practice. You can retrieve calls and inform clients that are taking a bit longer and stay on the call to keep the interaction live and not make customers feel ignored.

These are the top do’s and don’ts if you are using a call center solution to handle inbound customer concern calls. If you need the best call center software to handle customer care campaigns more efficiently, contact us.

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Cloud Contact Center Solutions Contribute to Improve Customer Experience

Cloud Contact Center Solutions Contribute to Improve Customer Experience

Businesses use cloud contact center solutions over on-premise software because cloud solutions are not yet another call center solution. Even if it has the same features as an on-premise call center solution, it has some amazing benefits that are a driving factor to improve customer experience by up to 170%.

1. Uninterruptible customer care services

Downtime in a customer support center for any reason can be disastrous. It is necessary for customer centers to be on top of their customer care game during working hours. Some companies even need to provide customer care services 24 x 7. Thus, it is necessary to use a platform that ensures high service level agreement (SLA) for uptime. The cloud call center solution can be accessed remotely and the whole team of engineers stays proactive with their services to ensure cloud platforms provide minimum to zero downtime.

2. Hire international talent

The cloud contact center solutions can also help in delivering round-the-clock customer care services using the most skilled and talented agents. The cloud contact center solutions can be accessed from anywhere with the highest efficiency and security. This gives an open ocean of talent to customer care centers to deliver excellent customer support. Hiring international agents can also help in delivering exceptional customer care with native speakers and experts.

3. High scalability to handle peak season

All businesses need to face peak season and it is necessary to deliver excellent customer service even during the peak season to increase client satisfaction rate to ensure high client retention and sales. The cloud call center software supports high and faster scalability. This can help in wasting no time and scaling up the software to handle peak season.

4. Save money to deliver a better customer experience

To hire the best and most experienced agents and supervisors, to use the best call center software, and superior infrastructure, it is necessary to have enough funds. To increase funds, one has to also save funds. The cloud contact center solutions support pay-as-you-go models, which help in saving money on hosting and using this call center software.

Conclusion

The call center solutions are available in all varieties in the market; from AI call center solutions to traditional call center dialer solutions, customer care software, collection solutions, etc. The cloud contact center solutions have an array of features that help in boosting the results of any campaign and delivering exceptional returns.

All customers expect the best and exceptional services and that is what they deserve. The cloud call center software can help in meeting this expectation. It helps in streamlining customer service processes to transform angry customers into delighted customers.

Finds it worth exploring more?

Contact us.

We have a cloud contact center solution, which is available as a licensed and hosted call center solution. Our team would be delighted to answer your queries and give you a walkthrough of our cloud contact center software.

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Major Productivity Hacks Each Call Center Must Know

Call center agents are associated with the hustle and bustle of delighting angry customers. At the same time, they need to keep learning about newly added features in the contact center solution and other technical tools.

There are some easy hacks that agents can try to increase productivity without hampering routine performance. All they need to do is use some amazing features available in a call center solution correctly.

1. Use auto dialers

The urge of dialing a number that is received during a live call for a reference sale is often high. However, it is necessary to save each second of productive hours. Adding all leads and customer numbers in the auto dialers available in the call center software is necessary. Auto dialers like predictive dialer dial numbers automatically and assign the calls to agents only if customers are connected directly. This saves a lot of time that can be used in increasing productive hours.

2. Schedule automated callbacks

Receiving callback requests is common in any business. In a contact center, agents can manually dial a number or use the automated callback feature. It is noted that only advanced call center solutions like DialShree offers automatic callback with advanced options. It is necessary to use an automated callback to save the time of remembering the callback schedule and call a customer exactly at the requested time.

3. Use CRM integrated call center solution and customer profiling feature

Customer profiling is an advanced feature that gives an overview of all interactions a customer had with different agents in the call center. You can find this feature only in advanced call center software like DialShree. This feature shows all past touchpoints of customer interaction to let agents quickly understand the behavior pattern of a customer and deliver a personalized resolution.

In addition to that, if a call center invests in call center CRM integration, agents can use a CRM integrated call center solution. This software shows more details about a customer to the agent, so the agent can personalize responses.

Both of these options help in increasing the first call resolution (FCR) rate along with customer satisfaction and agent productivity.

4. Take advantage of self-assessment features

Not all call center solutions offer self-assessment features for agents, but it is necessary to have this feature to help supervisors increase their productivity, too. Some of the common self-assessment features available in a call center solution are call recording and playback of agent’s calls, agent statistics, agent reports, etc. Agents can monitor their own performance and make the required enhancements and improvements to boost productivity and performance.

Wrap Up

In a nutshell, using a call center solution and its major features, productivity can be increased with ease. We have shared the top five tips that agents can use to boost their productivity using an advanced call center solution. There are many more features this software offers, which can be used to boost not only agent productivity, but also other KPIs in a business.

We have a call center solution that offers multiple features to enhance team productivity to reduce expenses and increase ROI. Contact us to book a free demo.

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Benefits of Call Center Automation for Call Centers

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Call center solutions have been benefiting many call centers or customer care departments set up in different businesses with their amazing features to increase customer loyalty and onboard more new customers. Businesses and call centers have been working swiftly using call center solutions and their skilled team of agents. However, the year 2020 was different than in earlier years. In many countries, long lockdowns were imposed or staff reductions were made mandatory. All businesses and call centers had to cater to customers with no staff or reduced staff. This drastic change imposed the need for automation in call center software to reduce call volume and other workloads. This not only ensures that in any similar situations all customers will get catered without any hiccups, but it will also ensure many other benefits related to an increase in ROI.

Many call center software providers as we acted quickly to ensure our call center solution or hosted call center solution users do not face any challenges. Along with a flawless work from the home model and many other automation features; from integrating major communication channels and other platforms within call center software for adding automation in multiple other ways has benefited businesses and call centers in multiple ways.

Here are some of the major advantages of call center automation we have introduced in our call center solutions:

1. Saved resources

Automation, whether 100% automated operations or partial automation, helps in ensuring that the involvement of agents and other manual resources can be nullified or minimized. This helps in saving a lot of time of manual resources, so they can work on other crucial and complex cases, calls, and operations. Along with the time, it also helps in saving many other resources, which further benefit in saving money and reducing expenses of the users of call center automation.

2. Increase first call resolution rate

Call center automation features are designed in a way that the call center software itself can listen to the customers’ concerns and give the required resolution of his or her concerns. If the solution cannot be found by the call center software, then it transfers the call to the agent. A majority of cases can be resolved by the call center automation features. Therefore, the first call resolution rate can be increased. If you are using an omnichannel call center solution, the first contact ratio will be increased. In both cases, the FCR will also improve customer satisfaction and customer loyalty.

3. Better call center management

When call load and the number of customer queries on other platforms reduce, the complexities related to call volume management and management of a team of agents also reduce. This ensures better call center management and higher efficiency and accuracy.

There are many more advantages of introducing automation in a call center to increase ROI (Returns over Investment) and leveraging many other advantages.

Book a free demo to explore all automation and other features available in the call center software offered by us and learn how it can benefit your business.

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