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Category Archives: Call Center

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Call Center Solution with Unified Communication and Its Impact on Customer Experience

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Call Center Solution with Unified Communication and Its Impact on Customer Experience

The call center solution has been one of the leading tools that empower industries to deliver excellent customer experience. With the advancements in this solution, the businesses using this software can lift up customer satisfaction and experience even more.

One of the advancements that happened in the call center software industry is the integration of unified communication channels into the call center software. This type of call center solution is also known as an omnichannel call center solution and a contact center solution.

The call center solution with unified communication has benefited businesses in augmenting customer experience in multiple ways. Let us share how it happens.

1. Reduced requirement of calling at the support center

Nobody likes to call at the support centers and staying in the call queue waiting for their turn to get connected with the customer support agent. This is a frustrating experience for many. The UC (Unified Communication) lets customers reach the support centers via other modes of communication. They do not need to wait in the call queue for their turn. In fact, WhatsApp, SMS, Facebook, Twitter, and similar communication channels let customers have an on-the-go chat with the support team. This helps in increasing customer satisfaction.

2. Connect with the expert

The contact center solution often offers features to connect customers to the right agent such as skill-based call routing. However, in some cases, the customers get connected to the agents who do not have the required knowledge or skills to resolve the issues faced by the customers. In this case, either customer call hold time gets longer than it should be or the call of a customer gets transferred to another agent or supervisor. This increases average call duration, average call hold time, and ultimately frustration of the customer.

The contact center solution supports different communication channels and the most advanced features, so customers do not need to wait for long to connect with an expert. Even if the chat or message is transferred to any other agent, the customer doesn’t need to reiterate the same issue.

3. Get first call resolution

The omnichannel call center solution offering unified communication to customers often succeeds in achieving higher first call resolution (FCR). Rich communication features, reduced hassle, and better communication help businesses to resolve customer issues in the first attempt. This also improves customer satisfaction.

4. Collaborative work environment

The unified communication channels in a call center solution work as a single platform. This improves the collaboration among different channels and agent teams. If a customer’s chat or call gets transferred to another agent, the agent will have all the information or chat history. Therefore, the client will not need to reiterate the same issue. This will not only improve productivity, but also customer experience.

Conclusion

A call center solution with unified communication channels can improve customer experience, plus, bestow many other advantages. We offer a call center solution as well as we offer integration of one or more communication channels as per your requirements. Contact us to know more about the omnichannel call center solution and unified communication channel integration into the call center software.

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Call Center Solution Advancements that Reform the Customer Experience

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Call Center Advancements that Reform the Customer Experience

Call center solutions have been reforming customer service, sales, loan collection, and other campaigns. Each passing year, more and more businesses have started adopting this software. The companies like ours, innovate different features and advancements to empower the users of call center software.

In the past few years, much advancement has happened and in this blog, we will share the top 5 advancements for you to understand how they reform customer experience in businesses and call centers.

1. Real-time statistics

From a number of ongoing, ringing, and on-hold calls to system performance, online agents, and much more; a call center solution like DialShree shows different statistics in real-time. It gives a live view of the performance of the call center software, associated hardware, agents, and other important things. It benefits in real-time crisis management as well as performance assurance. It also benefits call centers and businesses in taking advantage of business intelligence in real-time as they get live statistics, which represent insightful data.

2. Custom integrations

Earlier, a call center solution could only support the features developed in it. If you want to use a CRM system, you need to get it developed in the call center software itself. Now custom call center integrations are available, which allow integration of different solutions and APIs. The integrated solutions will work in a harmony. For example, call center CRM integration will make CRM features available in the call center solution and both will work in a streamlined manner.

3. Omnichannel communication

Earlier, the call center solutions used to have only a single communication channel of phone calls. However, now the omnichannel call center solution is available. We offer omnichannel call center software, which supports all unified communication channels. This empowers the communication by catering to customers on their preferred communication channels.

4. Automation

The call center solution advancements have taken a leap with call center automation. There are so many self-serving features that can let customers take any action on their own without the need of an agent. Not only retrieving some information, but also paying bills and changing a banking pin; a customer can take any action using the call center automation features. On the other hand, for call centers and businesses using this software, the number of jobs is reduced. The tedious and repetitive tasks are automated, so they can focus on other aspects of a positive customer experience.

5. AI (Artificial intelligence)

Artificial intelligence (AI) is paving its way in all industries and call center is not left behind. From business intelligence tools to chatbots, there are many AI-based advancements that are taking place in this industry. From increasing self-serving options to helping customers to aid in various areas, the AI tools help with multiple aspects and taking the customer experience to the next level of delight.

These are the top 5 advancements, which are reforming the customer experience. We offer the most advanced call center solution and many other services to provide you the tools that can help you reform the customer experience. Contact us for more details.

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How Contact Center Solution Flourishes Rental Car and Cab Business?

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Contact Center Solution Flourishes Rental Car & Cab Business

Contact center solutions have their applications in almost all industry verticals. There are many businesses that are flourishing by using a contact center solution and the rental car and cab business is one of them.

In this blog, we will share how a contact center solution with unified communication support helps rental car and cab businesses to grow faster.

1. To run a loyalty program

Customer loyalty is very important in any business. It protects businesses from losing customers and assures a steady stream of revenues. The rental car and cab business is one of those businesses that face fierce competition and often low-profit margin. Increasing customer loyalty is the need for the cab and rental car business. The contact center solution provides features like reaching out to customers to share more details related to the loyalty program. The contact center solution also supports communication via WhatsApp, email, SMS, etc. so customers can be reached via their preferred modes of communication.

2. To handle customer concerns

It happens that the customers need some sort of support related to refund, canceled ride, or even some bad experience related to their ride or driver. The contact center solution is a perfect tool to let customers reach out to the customer support team of customer care and support centers and deliver the required support related to their concerns. Live chat and WhatsApp along with phone calls can be great communication support.

3. To send verification code

Many cab services have introduced the verification system to start a ride. The omnichannel call center solution aka contact center software can benefit here as well. It supports two-way SMS and communication as well. The rental car and cab booking service provider can generate a verification code and send it automatically to the customer. This code can be shown to the driver to start the ride.

4. To run a survey

It is necessary to make sure that customers are happy. This can work as well as the loyalty program to retain customers. Running a survey can help in learning about the customer experience and what next your business can do to increase customer satisfaction and loyalty. Using a contact center solution can benefit here as well. The contact center solution comes with a survey feature, which can be used to collect feedback from the customer and other answers. The survey module in a contact center solution speeds up the whole process of running a survey. Based on the collected survey, the required actions can be taken to delight customers.

5. To improve customer experience

The contact center solution comes up with an amazing range of features that can automate various actions to improve customer satisfaction. For example, an IVR can help in letting customers book a ride, pay their bills, know about their monthly rides, check loyalty benefits, and more. The IVR and many other features of the contact center solution can improve customer satisfaction.

If you are interested in knowing more about the contact center solution and its role and benefits in the cab and rental car business or if you are interested in buying a contact center solution, then contact us.

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Benefits of Using Secure IVR of DialShree: Call Center Solution in Banks

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Benefits of Using Secure IVR of DialShree

DialShree is a popular call center solution, which is used in all industry verticals. It has a wide array of features and each feature is crafted with an excellent and advanced functional logic. Therefore, even a standard feature of DialShree: call center solution provides superior functionalities.

In this blog, we will share how an IVR (Interactive Voice Response) feature available in the call center solution, DialShree benefits banks in multiple ways.

PCI Compliance and other security norms

  • Banks and all other organizations that include financial transactions need to follow PCI compliance.
  • IVR feature along with other features offered in the DialShree, call center solution for banks are PCI compliant.
  • All transactions carried out using IVR of this call center software encrypt sensitive data to provide the highest security.
  • This call center solution also integrates worldline.com to provide further security and comply with the PCI rules defined for banks and the finance industry.

Automated operations

IVR of DialShree automates multiple operations. Customers do not need to wait in the call queue to get connected with the bank representative to take some important and in some cases, emergency action such as:

  • Hot marking a credit card or a debit card
  • Disabling a net banking account
  • Canceling a cheque
  • Reporting a transaction
  • Checking account balance
  • Requesting a passbook or cheque-book
  • Requesting a new debit card
  • Fetching last 10 transaction
  • And more

Improved customer satisfaction

  • With this feature of the DialShree: call center solution, customers can take multiple operations autonomously. They do not need to wait in the call queue and they also do not need to visit the branch office.
  • Customers can also request a call back in case they need to talk to the bank representative. In this case, this call center solution automatically calls the customer who requested a call back when the executive is available to take the call.
  • All these and multiple other functionalities supported by IVR of DialShree make the customer experience seamless and improve customer satisfaction.

Increase productivity and performance

  • As banking staff or agents do not need to stay on the line answering repetitive questions or taking some predefined actions, there is a lot of time saved.
  • The saved time can be used in running other campaigns like selling banking products using other features of the DialShree call center solution like predictive dialer, auto dialer, hotkeys, call script, etc. This can help in increasing productivity as well as performance and sales.
  • The call center CRM integration can further increase productivity and performance.

IVR can perform multiple other jobs

The IVR of this call center solution can perform many other actions like:

  • Connecting a customer to the right agent if required
  • Collecting feedback from the customer
  • Running a survey
  • Sending alerts, notifications, reminders, etc.
  • And many more

Conclusion

In summation, there is much an IVR feature can do for a bank and similar financial organization.

DialShree: call center solution has many amazing features along with an IVR. It has many more automation features like voice broadcasting, auto dialers, auto record update, etc. Contact us to book a free demo and consultation call to experience the power of all features of this call center solution.

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How Call Center Solution Can Be Used during COVID 19?

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Utilities of Call Center Solution during COVID 19

COVID 19 has hit hard all parts of the world. Still, some parts of the world like India, Brazil, etc. are still the top affected countries in the world. Even the countries that have controlled the situation are taking precautions to make sure the spread of the COVID 19 stays in control.

The COVID 19 has brought many changes to the world. Technology has benefited here as well. A call center solution is one of the technological tools that have benefited different aspects during the COVID 19. Let us share how a call center solution aided various areas during the COVID 19 and still being useful.

Telemedicine

  • We all are aware of the medical staff shortage along with the other healthcare resources. In this case, the call center solution has become really advantageous.
  • The call center solution could be used to provide remote medical consultation to the home isolated patients.
  • The governments in many countries have also released a helpline number configured into the call center solution for people who are feeling stressed because of the COVID 19. Better mental health could be assured with remote consultation using a call center solution.

Emergency service booking

  • The spread of the COVID 19 has increased the cases of medical emergencies.
  • The call center software can be used to book an emergency service like an ambulance, a COVID medicine kit, oxygen cylinder, etc.
  • For example, in Gujarat, a state of India, the medical emergency number is 108. This number is used to register a medical emergency case and request an ambulance. This emergency number is configured with a call center solution India and it helps in sending an emergency service to the patient.
  • There are many emergency services that can be booked using a call center solution.

Health report status

  • One of the issues people are facing during the COVID 19 is getting reports on time. They have to go to the centers to collect the report. This can increase the spread of the COVID.
  • The omnichannel call center solution can work really well here.
  • The IVR feature of the call center solution can let people check the COVID, CT scan, RT PCR, and the other reports’ status automatically.
  • The omnichannel call center solution supports multiple communication channels, so reports can be sent via WhatsApp, email, MMS, etc.

Online orders

  • The call center solution can also be used in the industries that support online shopping like food, groceries, clothes, etc.
  • The call center software helps customers to place an order as well as to track the order and raise any concerns, if they have, to get a satisfactory answer.

Online transactions

  • The spread of COVID 19 has encouraged many people stay home and do all possible jobs from home only.
  • The call center solution helps here as well because the customers can take many actions from the comfort of their homes like:
    • Pay bills
    • Check payment status
    • Hot mark a credit card
    • And more

In summary, a call center solution has various applications in making things easily available for people and therefore, it must be used to keep people safe and work going on.

We have an omnichannel call center solution that is already in use by major hospitals and diagnostic centers in India. Contact us to know how this software can benefit your business or industry.

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How to Motivate Remote Agents to Work Productively?

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Tips to Motivate Remote Agents to Improve Productivity

Working from home is not tough if this is the model you have been using for years, but if you have switched from an on-premise call center or business to a remote one, then you may face multiple challenges. To help you overcome these challenges, we have come up with some useful tips. These tips are related to keeping your agents motivated to work productively. As you know productive staff means smooth operations and steady revenue generation.

So let’s explore the major tips to help your agents work productively.

1. Provide them the required tools to work productively

The first thing is definitely providing tools such as work from home add-on with safe access to a call center solution. You can also provide them free internet or a laptop to work from home. The work from home add-on allows agents to work in any situation.

Here is a complete blog that shares the top tools that are must to empower agents working from home

2. Give them time to adapt the work from home culture

If your agents were working from the office, it might be new and uncomfortable for them to work remotely. They may not have a separate room or they are unaware of the right usage of work from home add-on or a cloud call center solution. Your agents may face several challenges. Thus, it is necessary to give them time to adapt this whole new operational setup and motivate them while they are in the transition of switching to the remote work model.

3. Use collaboration tools

One of the ways to motivate your remote agents to work productively is using effective collaboration tools, so they do not feel alone or left out. For example, use MassMeet: Video Conferencing Solution to have daily or weekly calls. A 5-minute long call can refill the energy in agents to work productively. A call center solution with an internal chat feature can also be helpful in increasing collaboration and letting agents connect with a supervisor or other agents to get a resolution to their queries.

4. Arrange some recreational activities and rewards

One of the major challenges agents faces while working remotely is stress. To relieve stress, it is necessary to arrange some recreational activities. Having a video call using a video conferencing solution like MassMeet and arrange some fun activities like games, discussions, stand-up comedy, etc. can help in motivating agents.

Keeping some incentives and rewards can also be a motivating factor for agents to work more productively.

5. Collect feedback

Last, but not the least, is collecting feedback from agents. Ask your agents about what they like or don’t like about working from home. Also, take their feedback on the fact, how your call center can help them work more productively. The feedback and taking action on the collected feedback can further help in improving productivity.

These are the top 5 tips that will help you motivate your remote agents to work more productively. If you want tools like work from home add-on, call center solution, call center dialer app, etc. that can help you provide the required tools to your agents working from home, then contact us.

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Call Wrap up Time and Tips to Improve This KPI

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A Complete Guide on Call Wrap-up Time

In a call center, there are many KPIs to measure. Depending on the type of call center, the KPIs (Key Performance Indicators) get measured. Agent productivity is necessary to measure and improve in all call centers. One of the important KPIs related to agent productivity is call wrap-up time.

In this blog, we are sharing what is call wrap-up time and we will also share the top tips to improve this KPI by reducing overall call wrap-up time.

What is a call wrap-up time?

Once the agent completes the call with the customer or prospective customer, the agent needs to do some post-call work after hanging up the call. The post-call, also known as a call wrap-up, work can be anything like adding disposition of the call, making changes in the CRM entry, discussing the issue with the supervisor, etc.

In simple words, the time agents take after hanging up the call before showing their readiness to take another call to perform the call wrap-up task is called call wrap-up time.

How to reduce call wrap-up time?

Higher call wrap time, reduce the overall talk time of agents and definitely increase roadblocks in taking more calls and work productively. Therefore, it is necessary to track and reduce overall call wrap-up time to the possible extent. Your call center solution will show this KPI in the reports section.

Let’s explore the top 3 tips to reduce overall call wrap-up time.

1. Add disposition bucket

It is an advanced feature available to advanced call center solution users like DialShree: call center solution. It is available as an add-on. This add-on shows different disposition messages, which are used more frequently in the call centers. This saves a lot of time of agents otherwise spent in writing the disposition messages. This will help in reducing significant call wrap-up time. We have also developed a disposition bucket add-on for VICIDial open source call center solution. We offer VICIDial customization and a wide array of add-ons to help VICIDial users improve their KPIs, including, the disposition bucket.

2. Take advantage of integration

One of the tasks agents perform as part of post-call work is making entries or changes in the CRM records. In a majority of call centers, this is the norm. This requires switching from the call center solution to the CRM system to make the required changes and switching back from the CRM system to the call center solution. This will waste the time of agents and collectively, it is a lot of time. The call center CRM integration can be a great solution here. This integration will make the CRM system available within the call center solution, so agents will not need to switch back and forth. This will also reduce call wrap-up time.

3. Easy to use solutions

If your systems are complex, then it is obvious that agents may take longer in using them. Thus, adopt an easy-to-use call center solution, CRM software, etc. This will further help in reducing call wrap-up time.

We offer a call center solution, call center CRM integration, VICIDial customization, and other services and solutions to help you improve KPIs. Contact us for more details.

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Tips and Tricks for Outbound Call Centers

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Tips and Tricks for Outbound Call Center

Outbound call centers often face more challenges than inbound call centers because they often focus on difficult goal conversion. Outbound call centers may run campaigns to increase collection, sales, lead generation, etc. These campaigns need skilled agents and the best call center solution. Along with these two, some expert tips can help outbound call centers to thrive.

We have been offering different unified communication solutions like an omnichannel call center solution to outbound call centers for more than 13 years. Based on our years of experience, we have some tips and tricks to share that can help you flourish if you have an outbound call center.

Choose the right auto dialer

The role of an auto dialer in a call center is quite important. The auto dialers automate dialing the number and connecting agents to prospective clients. Many auto dialers can skip the calls that reach the voicemail, IVR, busy tone, etc. In a call center solution, the outbound call center finds multiple auto dialers. Each auto dialer has its own characteristics and benefits to offer. It becomes necessary to understand the functioning of each auto dialer and use the right one based on the nature of the campaign.

For example, cold calling or telemarketing campaigns can use predictive dialer. On the other hand, if you are dealing with warm leads, you should use a preview dialer. You can run A/ B testing with different auto dialers to examine what works best for your campaigns. The key to success here is a selection of the right auto dialer.

Crisp call script

Call script can make it or break it. People are distracted and busy. Grabbing their attention and evoking their interest or making sure they are listening to the message is a tough job. As per the experts, the first 30 to 60 seconds are crucial. The call script has to be crisp and engaging, so attention can be grabbed. The agents should also be trained to use personalization in their pitch. Personalization helps in increasing interest.

Use omnichannel call center solution

Nowadays, reaching prospects or customers is not enough. The outbound call centers need to make sure they reach out to the prospects and customers at the right time and using the right platform. Nowadays, there are several communication channels available such as WhatsApp, social media, SMS, email, etc. It is necessary for outbound call centers to use an omnichannel call center solution, so customers can be reached out via their preferred mode of communication.

Be tight in follow-ups

Whether you run a collection agency, telemarketing company, or any other campaign in your outbound call center, you must know that follow-ups are very important. Use callback scheduling and unified communication channels to send tight follow-ups.

Concluding notes

Along with having the best call center solution and skilled agents, outbound call centers need to take care of some other things as well, as mentioned in this blog. If you don’t have the best call center solution with omnichannel communication support, we can help you. Contact us for more details.

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Major Customer Experience Mistakes to Avoid

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Major Customer Experience Mistakes to Avoid

There are tons of articles written on the fact that shares the top tips to improve customer experience. Those articles are definitely great as they help in improving some areas to deliver a better customer experience. However, along with learning what to do, one should also emphasize learning what not to do. In this blog, we are going to share the major mistakes your agents or team might be making and those should be immediately stopped.

Not greeting customers correctly

Customers usually call to get support when they are stuck with something and they would be quite frustrated. At this time, they might be ready to share all their issues in one go as soon as the phone is attended by a support executive. However, it is necessary to take time to greet customers properly. This would help in calming down the customer a bit. Also, it reflects the professionalism of the company. Thus, greetings are necessary. The call center solution often shares a feature, called, “Call Script”. This feature can be used in greeting all customers in the same way and create the right first impression.

Putting customers on hold for a way long time

Knowingly or unknowingly, agents put customers on hold for a longer time period. It is necessary to understand that customers would be angry or upset and putting them on hold for way too long would fuel up their anger. Thus, agents must keep customers engaged. If it would take longer to fetch the information, the agent should keep retrieving the call and inform the customer that it is taking a bit longer or the agent should propose a callback option. If a call center uses an omnichannel call center solution, then another option can be to connect with the customer using other modes of communication like WhatsApp, email, live chat, etc.

Having a poor IVR

Having complex and too long IVR menus can confuse customers and make it tough for them to connect with the right agent. Also, the IVR prompts should be loud and clear, so customers don’t find them too tough to understand. The rule of thumb is IVR should be short and returning to the main menu should be easy.

Not personalizing the responses

This is another major mistake, which many agents make. Nowadays, many amazing tools are available such as call center CRM integration, which provides enough information about the customer to the agent during a live call to let agents personalize the conversations. Avoid this mistake at any cost.

Interrupting customers while they are talking

Interrupting anyone who is speaking is considered bad manners and interrupting a customer sharing his issue is considered a big mistake. It will make the customer feel more offended. Agents should make sure that they never cut the customer in between when they are speaking or if it is necessary to interrupt them for any reason, then asking for their apology is necessary.

We offer a call center solution, call center CRM integration, and many other tools that can help you improve customer experience and avoid major mistakes that would result in poor customer experience. Contact us for more details.

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The Rise of Omnichannel Call Center Solutions

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The Rise of Omnichannel Call Center Solutions

Technology shifts are common in all industries and call center is not an exception here. In the past few years, many changes and shifts have occurred and we are going to talk about one of the major shifts in this industry.

The omnichannel call center solutions have risen like anything in the past few years. There is a rapid increase in its use and its demand is going to rise in the upcoming years.

There are many reasons behind the clear rise of this type of call center solution. Let’s explore some of them:

1. It puts customers at the center of everything

A major goal to be achieved for any call center is clearly increasing customer satisfaction and buyer’s experience. A majority of call centers work with this fundamental objective. A call center solution is used to provide the required support to customers.

The omnichannel call center solution helps call centers to put customers at the center of everything and help call centers achieve their goals. Customers are free to connect to the customer support agent via their preferred mode of communication. They do not need to wait in the long call queue. They can have a conversation on the go via WhatsApp or instant messaging. They can also request a callback. The omnichannel call center solutions have a range of client-centric features to offer to its customers. This is increasing the demand and popularity of an omnichannel call center solution among call centers for which customer experience is very crucial.

2. It increases sales by reaching prospects effectively

Some call centers run campaigns to reach prospective customers to increase sales. These campaigns can be cold calling or telemarketing or the calls can be related to cross-selling and upselling. In sales of any sort, timing and medium are really important. It is necessary to reach prospective customers at the right time using the right medium. An omnichannel call center solution allows call centers to achieve that. It has auto dialers like a predictive dialer, which can make sure the agents reach out to the customer at the right time. It also supports unified communication channels, so agents can reach prospective customers via the preferred communication channels of the customer. Moreover, agents can use multiple communication channels to engage prospective customers in the conversation and increase sales. This is another reason behind the increasing popularity of this software.

3. It increases ROI

The omnichannel call center solution comes up with various features, which let call centers save a lot of time, money, and other resources. Not only this, but it also helps agents to perform more productively and efficiently. In addition to that, this software also helps in automating many tasks. In a nutshell, this software is capable to increase productivity and customer satisfaction. On the other hand, it saves money. Ultimately, it increases ROI.

These are the top reasons the omnichannel call center solutions are so much in demand and continue to rise. Contact us to know more about the omnichannel call center software.

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