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Category Archives: Call Center

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Contactless Contact Centers: Everything You Need to Know

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With the changing dynamics in the industry, many things are getting changed, too. From the COVID 19 pandemic to changing user behavior, advancements in technology, challenges with investment, etc. have changed the dynamics of contact centers. One of the emerging shifts in the contact center industry is the increasing popularity of contactless contact centers.

The contactless contact centers have been the buzz word and if you don’t know what it is, there is nothing to worry about. Here is the complete explanation of the contactless contact centers and all other important details you would like to know.

What is a contactless contact center?

The contact center setup, which operates with a working model that removes physical contact among employees, admin, customers, etc., is called the contactless contact center. In simpler words, it is a remote or virtual contact center.

The contact center solution will be used to support the remote operations of contactless contact centers. However, the contact center software will need more features than it would have in a physical setup. The reason is the contactless contact centers need exclusive features to support the remote work model.

Which do the must-have features to support operations of contactless contact centers?

All standard and advanced features

A contact center will operate normally even if it is a contactless contact center. It will have the same campaigns and the same operations to handle. The only difference is staff will work remotely. Therefore, the contactless contact centers will need the same features in their cloud call center solution as they would need in their on-premises call center software.

Work from home features

Along with the advanced call center solution features, the contactless contact centers will also need features and functionalities to support their remote work model. For this, the contactless contact centers need work from home features. Some call center solutions offer features like ring group and host the software on the cloud to support remote work. However, it is not enough. The contact center software to support contactless contact centers will need exclusive features such as the Work from Home add-on offered to the DialShree contact center solution users. It supports remote work in all circumstances to assure uninterruptable workflow.

More details about Work from Home Add-on

Better monitoring and supervision features

As the team would operate remotely, it is necessary to have a contact center solution that provides advanced monitoring and supervision features like live statistics and dashboards. This type of feature can help in making contactless contact centers more productive and efficient.

Collaborative tools

The contactless contact centers should also have a clear system in place for seamless collaboration. For example, a contact center solution like DialShree offers an internal chat feature that can be used for collaboration. Other than that, the contact centers can use web conferencing solutions, Slack, and similar tools for seamless collaboration.

The contactless contact centers are growing in popularity and as per the majority of call centers, this trend is here to stay. If you are also thinking to adopt a contactless contact center model, make sure you get all the right tools and an ideal contact center solution. We offer these tools and the required consultancy, too. Contact us for more details.

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How to Successfully Apply Self Service in Your Call Center?

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Successfully Apply Self Service in Your Call Center

Call center automation has been benefiting call centers. There are many call centers that have gained a lot of benefits by implementing the self-serving options made available by call center automation technologies. Adding self-serving options in a call center can bestow many benefits, but can also do the complete opposite.

It may increase the frustration of people if it is not implemented strategically. In this article, we will share a quick guide, which you can follow to make sure you successfully apply self-service options in your call center.

Understand the need for self-serving areas

Many call centers want to automate as many parts as possible in a call center. However, this can increase frustration among customers. Automation has to be implemented using a call center solution only for the areas that can be enhanced with automation.

For example, implementing call center automation in answering frequently asked questions is the right approach, but putting a robot and automating the whole customer support operational area would not be. Use, call logs, reports, and other data available in your call center solution to identify the areas that can be enhanced with call center automation.

Do not make self-serving options overwhelming or enforced

The call center automation is introduced by the contact center solutions to improve self-serving options with an aim to delight customers and prospects. Many customers prefer and demand self-serving options, but not all of them prefer that. Therefore, you always need to give them the option to talk to the customer support agent.

Moreover, options related to self-serving have to be simple and easy to follow. You need to make sure that the IVR menu is not too long or complicated. Keep things easy and simplified. Keep minimum options and a less complicated IVR menu.

Keep monitoring customer reaction to automation

The automation implemented at the call center using a cloud call center solution needs to be tested for effectiveness. A call center must measure whether it is resolving the customer concerns or not; or if there are any enhancements, a call center can do to improve customer satisfaction with the self-serving options.

Monitoring KPIs using the call center software reports and other features is necessary to make sure the introduced automation is doing the magic that it should. You can also run a survey using a survey add-on available in the call center software like DialShree.

Keep improving and enhancing

A call center can run A/ B testing to make sure in certain areas what works better: manual support or self-serving options? The call center also needs to keep its attention on the areas that can be automated and adding more self-serving options.

These are the top tips that can be used to successfully apply self-serving options in the call centers.

If you are looking for a call center solution that can be used to introduce a self-serving option, then we are here to help. We have the best call center software that offers efficient self-serving options. Contact us to know more about it.

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Stepwise Guide to Open a Call Center Startup

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A Step-wise Guide To Open A Call Center Startup

The call center business has always been in demand. These days it is evolving at a rapid rate because companies need professional customer care executives to take care of their customers and their concerns. For businesses, a more convenient option is to outsource customer care and support tasks to a call center than opening a complete call center, recruiting and managing agents, buying software like call center software, CRM solution, etc. This has opened doors of opportunities for many aspiring business owners.

Yes, you can be the next successful business owner. You can start a business by opening a call center. You can get local and international contracts for customer care.

Thinking about the budget?

Guidance?

And other similar questions?

Worry not!

We, Elision Technologies Pvt. Ltd, have helped many companies to start a call center department or business. We can help you with our more than a decade-long industry experience.

If you are starting with a good budget, then you should buy the best tools and hire the most skilled and experienced agents. We can help you in the process with a free consultancy service, get in touch.

But, if you want to start with a low budget, then the plan should be more strategic and cost-effective. Let me help you with a step-wise process:

Complete legal formalities first

The call center is not a freelancing business; it is a full-fledged business. Thus, according to your country’s law, you should get a license and finish the required legal formality.

Hire limited staff

You will need agents to handle calls and they must be well trained and skilled. However, until you get a handful of projects you can start slow. Hire limited agents. Once you get one or two projects, please make sure to hire more agents and supervisors. Don’t wait until you get too much of load to handle.

Start with open source software

To open a call center, you will require more than one solution such as a call center solution, CRM solution, Helpdesk ticketing solution, etc. based on your service area. The custom solution can be heavy on the pocket. Thus, you can use open source solutions. The open source solutions are free to use and you will get almost all required features to support your startup. All you need to pay is a setup fee to the developers who will install it for you. Below is the list of two most important open source solutions you must have:

  • VICIDial: Call Center Software
  • vTiger: CRM Solution

Customize the open source solution

This is really beneficial to invest some money in customization. The open source solution will not have all the required features. With customization, you can get those missing features. For example, VICIDial doesn’t come with a sticky agent feature. The VICIDial customization will get that feature for you. Your investment in customization will help you,

  • Providing better service
  • Increasing productivity
  • Increasing business
  • Thus, you must customize your open source solutions

That’s it! You have a pathway to start your own business as a call center with a limited budget. Still, having any confusion or query? Contact us.

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Turnkey Call Center Solution for Insurance Agencies

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Turnkey Call Center Solution for Insurance Agencies

We have been offering unified communication solutions to global customers belong to diversified industry verticals. Our call center solution, DialShree is one of the best and most popular products of our company. It has been in use by many companies for many years, including, different insurance agencies. Various insurance agencies in India and other countries such as Australia, the USA, Canada, etc. use DialShree: call center solution.

Read the case study on one of the leading Australian insurance agencies using our call center solution and CRM system with customization.

We offer a turnkey contact center solution for insurance agencies that are interested in enhancing their operations. To insurance agencies in India, we have a call center solution India along with the required hardware to offer. On the other hand, to global insurance agencies, we offer the best call center software.

There are many benefits of using a turnkey call center solution offered by our company such as:

  • An array of features for the insurance agencies to support rich communication
  • Call center automation introduces self-serving options to let customers or prospects take some actions autonomously
  • Skill-based call routing to make sure prospect calls are connected to the most eligible and skilled insurance agent to increase the chances of sales
  • Stick agent to make sure the known customers get connected to the respective personal agent assigned to them, so lead nurturing activities can be carried out in a simplified manner
  • Call recording to assure the quality of the call and to support call screening to enhance training and quality assurance processes
  • Call logs and reports to provide detailed views as major KPIs of the insurance agencies to make the required changes in the strategy and offerings
  • Predictive dialer and other auto dialers to run sales campaigns with the highest productivity
  • And many more features to enhance operations in an insurance agency

Along with a feature-rich call center solution, we also offer different customizations and integrations to meet the needs of an insurance agency.

Some of the majorly used custom call center integrations for insurance agencies are briefed below:

1. Call center web forms integration

We integrate website forms and third-party forms into the call center software. Therefore, whenever someone fills the form, all the details will be pushed to the DialShree turnkey call center solution. The lead will be automatically added to the outbound calling campaign and the prospect will be contacted further. This reduces manual efforts and speeds up the sales cycle.

2. Call center CRM integration

This integration provides more information about a customer or a prospect during a live call to the agent. This can help agents deliver more personalized responses to improve satisfaction. This integration also helps in increasing agent productivity as it automates some operations.

3. Call center communication channel integration

We can integrate any of the following communication channels into our call center solution to benefit an insurance agency:

This can help insurance agencies to use unified communication to reach customers via their preferred modes of communication.

If you are interested in knowing more about this software and our other offerings for an insurance company, contact us.

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International Call Center Operational Tips

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International Call Center Operational Tips

Running a call center is a big job and running an international call center is an even bigger job. There are many roadblocks and challenges to deal with as different countries would have different cultures, business ethics, customer behavior, etc. To help you run your international call center more efficiently, we have come up with the top tips that you can follow.

1. Use cloud call center solution

You can buy a proprietary call center solution and host it on the cloud or you can use a hosted call center solution, which will be hosted on the cloud by default. The reason for using cloud call center solution is because of the benefits it offers over on-premises software such as:

  • Better failover and recovery
  • 99% of uptime
  • Fastest scalability
  • Reliability and security

All these benefits will help you deliver excellent services to your international customers.

2. Hire local agents

When you are in the international market, quality becomes everything. Therefore, it is necessary that you hire agents that can not only speak the native language of your global clients, but can also deliver them a more personalized experience. This is possible by hiring local agents. If you are thinking about budget, you may hire 2 out of 20 local agents and the two can train the rest to deliver a better customer experience to regional clients.

3. Keep agents motivated and focused

Your agents are the face of the company or call center. Thus, it is necessary to keep your agents focused and motivated to work better and faster. Some of the tips you can follow for international call center operations with a local or global team of agents are as below:

  • Provide thorough training
  • Define rewards and awards for better-performing agents
  • Regularly test the skills of your agents and give required coaching to improve
  • Define collective goals and build a call center culture around that

4. Ask supervisors to monitor in real-time

Many call centers have a habit of taking a look at the performance indicators in general and as and when time permits. However, when you are operating an international call center, it becomes necessary to monitor the quality and productivity in real-time. The advanced call center solution supports real-time monitoring by showing live statistics. This can help supervisors of a call center to keep an eye on the ongoing activities and take action in real-time to improve results and enhance performance in real-time.

5. Add more communication channels

People are busy and therefore often avoid taking sales calls from companies or staying on hold for long to get a resolution. However, enticing and catering to them with other communication channels can be great to impress your international clients and improve many other KPIs. The omnichannel call center solutions are available, which supports all different modes of communication to cater to clients and prospects.

These are the top 5 tips you can follow to enhance operations and improve results for your international call center. We offer a call center solution and many other services and add-ons related to the call center software. Contact us for more details.

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How to Increase Ecommerce Sales Using a Call Center Solution?

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How to Increase E-commerce Sales Using a Call Center Solution?

Due to the COVID 19 pandemic, which is still having its effect on various parts of the world, many industries have faced ups and downs. The eCommerce industry is one of those industries that have got benefited because of the pandemic. The habit of shopping in the brick and mortar stores has changed. People have moved more towards online shopping as it is safe and fun, both.

Along with the demand and popularity, competition has also increased in the eCommerce industry. In this article, we will share how you can use a call center solution to increase sales. Of course, it is a great tool to run the best customer care campaigns. But, do you know it is also the best tool for increasing sales in an eCommerce business?

Let’s explore more in this blog.

1. Send personalized notifications about the next big sales and offers

Big billion days, republic day offer, etc. are excellent ways to increase sales. People love sale offers, discounts, offers, etc. and if you succeed in launching more alluring offers, you are likely to increase sales. When you are launching a new offer campaign, make sure you run a campaign to broadcast the information to all your customers. You can use the voice broadcasting or SMS broadcasting feature available in the call center solution. This feature can also personalize the message to make each customer feel special and intrigue to explore the details. The great deals will help you convert visitors into sales.

2. Answer queries quickly with WhatsApp support

Usually, online shoppers explore items using their smartphones or mobile devices. Asking for offers on their preferred items or checking their preferred payment mode is available or not, or some other questions often arise in the mind of online shoppers. Not giving an easy way to answer those questions can motivate online shoppers to abandon the cart and look for other options from your competitors. Using a call center solution with an integrated WhatsApp option can be beneficial here. You can integrate WhatsApp into the call center software with call center WhatsApp integration. Your customers can have a WhatsApp conversation with your sales agents. On the other hand, your agents can respond to them using the same call center software. This can help you increase sales as buyers get answers to their queries quickly without losing productivity.

3. Respond to social media comments and DMs

Everyone knows about the craze of social media platforms. From travel pictures to anger for a brand, everything is shared on one or more social media sites by consumers. You can use a call center solution with integrated social media platforms to respond to each appreciation or frustration shared on the social media platforms. This will help you project a positive brand to other buyers and help you increase sales. Similar to WhatsApp, social media platforms can also be integrated into the call center software. For example, call center Twitter integration integrates Twitter into the call center software.

Conclusion

In many other ways, a call center solution helps eCommerce stores to connect with the buyers in a personalized manner and entice them to increase sales.

We offer a call center solution built to benefit eCommerce businesses. We also offer custom call center integrations to integrate different platforms or tools like Twitter, WhatsApp, CRM, etc. into the call center software. Contact us for more details.

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How Healthcare Call Center Solution Enhances Patient Experience?

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Patient care and experience are very important in the healthcare industry. Along with the right medical treatment, on-time communication is also necessary to deliver a great patient experience. A call center solution plays a pivotal role here in improving the patient experience in any healthcare organization like a hospital, clinic, urban healthcare center, pathology laboratory, etc.

Let us share how a call center solution enhances the patient experience.

Self-serving options

Patients often need to attempt multiple calls or download and use a healthcare mobile app, which may cause phone memory issues in some cases. Some patients are not that tech-savvy that can use a mobile app to book a health checkup appointment or inquire about the bill or get answers to the frequently asked questions. A call center solution for the healthcare industry is a boon here. It has some self-serving features like a multi level IVR that lets patients or their family members take the required actions without downloading any apps or attempting the hospital number multiple times due to a busy tone.

Excellent patient care options available to the healthcare organization

A call center solution provides an amazing range of features that help hospitals, pharmacies, and other healthcare organizations to deliver excellent patient care. Let us share some of them:

  • Missed call and drop call reports:

    These reports let healthcare organizations check the calls that are missed or dropped due to certain reasons. In this case, the healthcare support team can give a callback to the patient.

  • Customer history during a live call:

    The call center software for hospitals or any other healthcare organization shows a popup within the call center solution screen. This popup shows all the information related to the patient. The support executive will be able to personalize the conversation with the patient based on the patient’s history. This helps in making patients feel valued and enhances the patient experience furthermore.

  • Unified communication channel support:

    The contact center solution for the healthcare industry can support unified communication channels. Even if a hospital or any other healthcare organization does not need an omnichannel call center solution, using SMS, email, WhatsApp, and social media as modes of communication has become a norm. Adding these modes of communication by integrating these communication channels within the contact center software can help call centers to improve the patient experience by providing them support via their preferred mode of communication. Also, in some cases, SMS and email become necessary. Using multichannel communication helps healthcare organizations in enhancing the patient experience.

  • Detailed logs:

    A call center solution also provides a wide array of reports and logs that a hospital, diagnostic center, or any other healthcare organization can use to enhance customer experience by taking the required steps. For example, the abandoned call reports show numbers that need to be contacted to reduce opportunity losses. The pick hours show the need of increased support staff to provide better patient care even during pick hours.

Conclusion

A call center solution for the healthcare industry comes with an array of features to provide the best patient experience. Improved patient experience helps healthcare organizations to leverage several benefits.

We offer the best call center software that is specifically developed for healthcare organizations. Some of the healthcare organizations are already using our call center software such as Sterling Accuris Wellness Pvt. Ltd, which is a multispecialty diagnostic center. Read the complete case study here on how Sterling Accuris Wellness Pvt. Ltd Enhanced Responsiveness and Boosted Productivity with Our Call Center Solution

If you are looking for a call center solution or any other communication software for the healthcare industry, then contact us.

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Call Center WhatsApp Integration and Its Role in Enterprises

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Communication is the key in any enterprise or even a small business. When we specifically look at the case of enterprises, they need to handle hundreds of customers and prospective clients on a day-to-day basis. Thus, they use software like a call center solution.

Using only a call center solution with traditional features would restrict various aspects related to good customer care service and sales process. Adding some more advanced features and functionalities into call center software can enhance various operations in enterprises.

WhatsApp is one of the channels and WhatsApp communication is one of the modes of communication that all enterprises must add in their communication solutions like a call center solution. Let us share more details about the integration of WhatsApp into the call center solution and its role in enterprises.

What is call center WhatsApp integration?

Call center software or cloud call center solution providers integrate the WhatsApp business API into the call center solution. This integration provides all features of the WhatsApp web within the call center software.

What is the role of WhatsApp integrated call center solution in enterprises?

The role of WhatsApp is important in enterprises. Customers and prospective customers like to use convenient communication channels. They prefer using the mode of communication, which they find flexible and handy. And WhatsApp is one of the preferred communication channels.

Let us share the role of call center WhatsApp integration based solution in enterprises.

1. Increase sales opportunities

Many people get some questions in mind while browsing through a website and are usually interested in getting quick answers. The omnichannel call center solution offers options like live chat, WhatsApp, etc. However, if your enterprise does not use an omnichannel call center software, then you must invest in call center WhatsApp integration.

This will let your prospects have a WhatsApp conversation with you. Not only this, but it will also make sure that you get their direct contact details, so you can have a conversation with them in the future to follow up, cross-selling, upselling, etc.

2. Reduce waiting time to connect with customer care executive

Enterprises handle the massive volume of customers seeking answers to their common or complicated questions. Using a single channel in the call center solution could increase call queues and waiting time. The call center WhatsApp integration lets you add an additional communication channel. This reduces the volume on a single communication channel. Thus, reaching the customer care executive can be faster. This can help in increasing customer satisfaction.

3. Reduce expenses

To increase ROI, reducing expenses is necessary. Adding WhatsApp as an additional communication channel boosts productivity. Thus, the number of parallel agents and seats in the call center software can be reduced. Relevant infrastructure and wages can also be saved.

This is how WhatsApp as an additional communication channel added into the call center solution with call center WhatsApp integration can benefit enterprises.

We offer integration of WhatsApp into the call center software to enterprises and other businesses. We also offer a call center solution and a cloud call center solution. To know more about our services and software, contact us.

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How to Increase Customer Retention Using a Call Center Solution?

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Increase Customer Retention Using a Call Center Solution

In today’s fiercely competitive market, retaining customers can be a great strategy. Therefore, businesses have increased the focus on improving the customer retention rate. Along with loyalty programs and other strategies, using the right call center solution and its right features can also help in increasing customer retention.

In this blog, we will share how you can use a call center solution to improve customer retention.

Add omnichannel communication into the call center solution

Gone are the days when customers were ok visiting a branch or staying on the line for a long to get connected with the agent. Now customers directly go on social media sites like Twitter and Facebook and start sharing their bad experiences. Thus, reducing the wait time to connect to the customer support agent is necessary. Adding unified communication into the call center software can help here.

A call center solution has a wide array of features to benefit businesses in several ways. Learn how a call center solution and its different features or characteristics can be used to improve customer satisfaction and retention. supports unified communication channels, so customers can be served through their preferred communication channel. This will also distribute the volume of customers and reduce waiting time on all communication channels. This can help you deliver better services and increase customer retention.

Use CRM integrated call center solution

Call center CRM integration can be used to show more details about the customer during a live call. This information can be used by agents to deliver personalized responses to customers. This will make them feel valued and help in increasing customer satisfaction and retention.

Reach out to customers

Many businesses are aware of the glitch happening or to happen. For example, system updates may get the website down and customers cannot use it for some hours. Instead of randomly making changes, defining a specific time and informing customers about the downtime, change in fee structure, or any other information can add value to the customer experience and help in increasing customer satisfaction. Voice broadcasting and SMS broadcasting are two important features available in the call center solution that can be used to reach customers without occupying agents in it.

Running occasional surveys, collecting feedback, and running similar campaigns to stay connected with customers and letting them realize that you care for their business can help you increase customer retention. The call center solution offers modules like Survey module and features like predictive dialer, auto dialer, outbound IVR, etc., which can help you run this kind of campaign.

Focus on KPIs and improving them

The call center solution also shows a wide array of reports. These reports can be used to measure and monitor KPIs related to customer experience. Along with monitoring, a business can take the required actions to improve these KPIs. This will also help in improving the customer retention rate.

Conclusion

In a nutshell, a call center solution offers various features and modules to let businesses deliver excellent customer services. Moreover, this software can be used to build a strong customer relationship. All these can help in increasing customer retention.

We have a call center solution, which has proven its worth in increasing customer satisfaction and retention. For more details, contact us.

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Role of Social Media in Call Centers for Improved Customer Satisfaction

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Call Center Social Media Integration for Improved Customer Satisfaction

With billions of users using one or more social media sites, social media has become one of the primary modes of communication for any business. Whether a business is interested in reaching a wider audience or interested in maintaining a positive brand reputation, effective use of social media is necessary.

Call centers majorly focus on customer satisfaction and sales. The best call center solution offers an array of features and supports different modes of communication to deliver better customer services. Social media platforms like Facebook and Twitter are equally important here. This is the reason, the call center software providers like Elision Technologies offer integration of social media channels into the call center solution. For example, call center Twitter integration integrates Twitter into the call center software.

The availability of call center social media integration indicates that already call centers have started using social media platforms as one of the channels. Let us share the role of social media platforms in call centers to improve customer satisfaction.

Respond to angry customers

With the increasing use of social media platforms, people prefer to share negative experiences on social media sites. From sharing hate comments to cursing brands, angry customers can damage a business badly. With call center Twitter integration or integration of any other social media site with the call center solution can ensure that agents receive notification for the tweets, DMs, and comments. Therefore, they can respond to them without losing any time and handle angry customers better. Being proactive in handling unhappy customers can help in increasing customer satisfaction as they will feel valued by getting attended quickly.

Stay in touch with customers

Do not wait until your customers start writing about bad experiences. Instead of that, investing time and efforts to build a positive brand image can be beneficial. You can use the social media platforms integrated into the call center solution to send DMs or reply to comments. Along with unhappy and angry customers, happy customers also need to feel valued to be stick with your brand. Therefore, responding to each comment, DM, and tag can help you improve customer satisfaction even more.

Be quick with answers

Customers use social media platforms to raise questions related to the products they purchased or issue they are facing in using the support service. Responding promptly can help in assuring that you maintain a positive brand image on social media platforms. On the other hand, responding to prospects with quick answers can help in grabbing more sales and increasing customer satisfaction, too.

Concluding notes

7 out of 10 people use social media platforms. You cannot ignore the power of using it. Therefore, it is necessary to focus on improving customer satisfaction by using this one most popular mode of communication. To save time and other resources, integrating social media pages or profiles into the call center solution is necessary.

We offer call center social media integration. If you are looking for call center social media integration, contact us.

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