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Category Archives: Call Center

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Importance of Video Chat in Call Centers

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Importance of Video Chat in Call Centers

Call center solutions are advancing by adopting multiple advanced features and characteristics. Each advanced feature has its own benefits to offer to the organization that uses it. For example, an omnichannel call center solution is used in many organizations and industries. An omnichannel call center solution supports multiple communication channels and each of them has its own pros. In this blog, we will discuss the importance of video chat in the call centers.

Video chat in a call center has a very vital role to play and as per the industry or nature of the campaign, one can use this communication channel available in an omnichannel call center solution. To help you comprehend its vitality, we will share some strong use cases and its impact on the results to benefit call centers:

1. Deliver better customer experience

Face to face conversation often creates a better and stronger impression on the customers. This is the reason still many businesses delegate a representative who visits customers for routine meetings or to resolve any of their queries.

Omnichannel call center solution provides a video chat feature that allows one to one and multiparty video chat. It gives a similar experience as having a physical meeting. Thus, it plays a really important role in delivering a better customer experience. It also improves customer satisfaction and helps in leveraging all benefits related to happy customers.

2. Increase leads and sales

Video chat lets your agents use the power of emotions and body language while pitching customers for any products or services. As per the sales experts, expressions make a huge difference in enticing a prospective customer to buy your offerings.

Traditional communication channels of an omnichannel call center solution do not provide this effect of strong and persuasive body language. By using video chat features, agents can increase lead generation as well as conversion. One can also use screen sharing and file-sharing along with video chat to make sales pitch more persuasive. This helps in increasing leads and sales significantly.

3. Video KYC and real-time support

KYC (Know Your Customer) is important to know your clients and then deliver services as per their likings and preferences. Moreover, it helps in delivering better customer services. In some industry verticals, the KYC process is mandatory. For example, banks and insurance agencies in some companies need to collect documents from the customers as well as take their picture in a physical meeting.

In today’s busy world, asking your customers to come to your branch office for KYC is disturbing their routine. It also creates some dissatisfaction as they need to take extra steps. By using video chat KYC processing can be performed remotely. There are many banks, which have adopted video chat to process KYC remotely as per the convenience of the customer. This helps customers and banks, both.

Conclusion

Video chat is an important communication channel in a call center to take care of various jobs more efficiently. We offer an omnichannel call center solution, which has video chat as one of the communication channels to empower its users. Contact us for more details.

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Important Integrations for a Call Center Solution

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Important Integrations in a Call Center Solution

In the call centers, customer satisfaction has become the main focus point. To deliver a better customer experience, call centers invest in multiple things. From round clock support services to the best call center solutions, everything gets employed to increase customer satisfaction in the call centers.

A call center solution is a useful tool to increase customer satisfaction. Usually, this software has many useful features as well as it has many advanced add-ons to increase the functional capacity. To increase customer satisfaction, one needs to increase the functional capability of a call center software solution. Along with different add-ons, one also needs to invest in the integration of different solutions and add-ons into the call center software.

In this blog, you will learn about the top 5 solutions or APIs you must get integrated into your call center solution:

1. CRM

CRM (Customer Relationship Management) solution is usually used in the call centers to store information of customers. All different interactions of the customers with the call center get tracked in this software. Call center CRM integration helps in empowering agents by making customer information available to them during the call. This helps in personalizing the conversation and increasing customer satisfaction.

2. WhatsApp

Call centers either run customer support campaigns or sales campaigns. In both types of campaigns, it is necessary to reach customers via their preferred communication channels. WhatsApp Messenger is very popular among worldwide people. Call center WhatsApp integration allows call centers to add one of the most preferred communication channels in the call center. It further increases customer satisfaction.

3. Social Media

Similar to WhatsApp, various social media platforms are also used by customers these days to reach out to a company. Often, these platforms are used to show anger related to concerns faced by the customers. For example, Facebook and Twitter are often used by customers to share their issues via direct messages or comments. The integration of these popular social media channels with the call center software helps in delivering better customer services on these platforms without leaving the call center software.

4. Traditional Communication Channels

As mentioned earlier, customers can be more pleased if you provide them support via their preferred communication channels. Along with modern communication channels, there are some people who prefer traditional communication channels such as:

  • SMS
  • Email

There are also some specific use cases of both of these channels. By integrating SMS API and email API into the call center solution, you can delight clients as well as save agents’ productive time.

5. Webphone

Generally, to attend calls, call centers use a Softphone. It is additional software, which has to be maintained additionally. Agents also need to take additional steps to attend calls in the call center solution. A Webphone is a WebRTC based phone that can be integrated within the call center software. Integrating into the call center software keep agents more productive to delight clients

We have expertise in integrating any API or software with the call center software. We already provide these integrations with our call center solution, DialShree. Contact us for more details.

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Omnichannel Call Center KPIs You Must Measure

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Omnichannel Call Center KPIs

Omnichannel call center solutions are widely in use. In fact, it is the demand of customers. They need to have preferred communication channels to reach your sales or support team. If you are using a call center solution, you will need certain approaches. One of them is KPIs (Key Performance Indicators).

To assure the expected or nearby performance and to improve even further, each call center measures KPIs. Generally, KPIs can be measured using the reports and live monitoring features available in the call center solution.

According to the objectives, call centers define, monitor, and improve certain predefined KPIs. For many years, there are some commonly used KPIs. However, there is a shift in technology and consumer demand. Thus, call centers also need to shift the KPIs. In simple words, when you use an omnichannel call center solution, you also need to change your KPIs.

Let’s explore the top KPIs you must measure while using an omnichannel solution:

1. Campaign-wise usage of the communication channel

This is the first and foremost KPI to be added to the list of other KPIs you have. You are using an omnichannel call center solution for a reason. One of the reasons to use it is increasing response rate and customer satisfaction. Thus, it is necessary to monitor the performance of each communication channel.

An objective to monitor this KPI is to inspect which communication channel is giving better results and customer satisfaction. According to the performance indicators, a call center can enforce the use of a specific communication channel. One more thing to be kept in mind is measuring performance as per the campaign. No single channel gives the same performance in all types of campaigns.

For example, if you are selling products, people will use live chat to connect with the salesperson if they have any queries related to purchase. On the other hand, customers with major issues are more likely to call the customer care center or send an email. Thus, it is necessary to measure this KPI for each campaign separately.

2. First Contact Resolution (FCR) ratio per communication channel

In the traditional time, when call center solution used to come with only an audio calling feature, FCR used to stand for First Call Resolution. However, in the era of omnichannel call center solution and contact center software suite, FCR stands for First Contact Resolution. It means regardless of the communication channel, what the ratio of FCR is. It can be an important KPI to measure to examine the success of employing omnichannel call center software.

3. Channel wise abandoned rate

Abandoned rate means measuring how many customers left before getting the required resolutions or connecting with an agent. Measuring KPI to inspect channel-wise abandoned rate can help in identifying communication channels, which are poor in performance and should be improved or removed.

These are the top three KPIs to be used by the omnichannel call center software users.

If you are looking for an omnichannel call center solution, contact us.

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Cloud Call Center Solution: Complete Guide

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Cloud Call Center Solution- Complete Guide

The call center industry is very big and there are different jargon in this industry. Often people get confused or take two different terms as synonyms. We, being one of the leading call center solution providers, bring today an article on the topic of cloud contact center solution. In this article, we will share all required details related to the cloud contact center solution which will help you understand it and all other interrelated facts related to the same.

What is a Contact Center Solution?

Before we understand the cloud contact center solution, it is necessary to understand what contact center solution is. People often use call center solution and contact center solution terms interchangeably which isn’t right.

The contact center solution is an omnichannel solution that supports multiple communication modes required by large-scale enterprises and contact centers. The contact center solution can have communication modes like audio calls, video calls, chat, SMS, email, fax, etc.

Read more about Call Center Solution vs. Contact Center Solution

What is a Cloud Contact Center Solution?

It is a contact center software solution that gets hosted in the cloud space. This cloud space can be any cloud space such as AWS (Amazon Web Server), Google Cloud, or any private cloud hosting service provider.

Top 7 Benefits of Cloud Contact Center Solution:

There are many benefits of using the cloud contact center solution. Let me share the top 7 benefits of using this type of contact center software:

  1. It gets installed fast and easily
  2. It makes infrastructure management easy as well as less expensive
  3. The scalability of the cloud contact center solution is very high as the cloud allows quick scale-up models
  4. It can be accessed from anywhere and at any time
  5. One doesn’t need to invest much on maintenance of cloud contact center solution and infrastructure
  6. It is very flexible, especially, when it needs to cope up with the changes in the businesses
  7. The operations cost can be reduced if the cloud contact center solution is hosted correctly; and the cloud space is optimized by the cloud experts.

These are the top 7 benefits of using the cloud contact center solution.

When you think about using the cloud contact center solution, one thing you must give extra attention to is security concerns. The cloud infrastructure service providers often take required actions to assure the best services, but still, the cloud space is prone to get attacked by the hackers.

Thus, it is very important that you take the help of call center solution experts to add security mechanisms (more than a firewall) to keep your cloud contact center solution protected. Furthermore, get a high availability contact center solution set up so you can recover fast if your system gets compromised due to any reason.

We, at Elision, offer the best cloud contact center solution as well as we have expertise in setting up a high availability solution. Contact us to know more and get a free demo of the call center software.

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Top VICIDial Services We Offer with Years of Experiences

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Top VICIDial Services by Elision

We, Elision Technologies Pvt. Ltd, have been catering to call centers for more than 13 years with different solutions and services. We have some proprietary solutions to offer such as DialShree: Omnichannel Call Center Software and we also offer services in different open source solutions. VICIDial is one of the open source solutions, we have expertise in.

For many years, we have been offering different services to VICIDial users. We have a team of experience VICIDial experts to benefit our customers. Along with generic installation, and VICIDial customization services, we also offer some exclusive services to our clients. In this article, we will share the top 3 services we offer with our years of experience and expertise in this open source call center software, called, VICIDial.

1. Call center CRM integration

VICIDial is a powerful call center solution, but it can become even more powerful by investing in call center CRM integration. We integrate any open source or third-party CRM (Customer Relationship Management) solution into VICIDial.

This integrated solution will let your agents deliver a personalized experience to your customers. This helps in increasing customer satisfaction and sales as well. We have been offering call center CRM integration for VICIDial solutions. Some of the popular VICIDial CRM integration services we have provided are as below:

  • VICIDial vTiger integration
  • VICIDial Salesforce integration
  • VICIDial Zoho integration
  • VICIDial SuiteCRM integration
  • VICIDial SugarCRM integration

2. API integration

Any business uses more than one solution to take care of different business operations. Some of them need to function in harmony. API integration of these software solutions with VICIDial provides a holistic solution. Moreover, it reduces manual efforts in managing and referring to multiple solutions.

One more reason for API integration with VICIDial can be increasing its functional capabilities. For example, API integration of different communication channels adds more communication modes into the VICIDial call center solution. Moreover, it helps in leveraging multiple other benefits related to an omnichannel call center solution. Some of the majorly used API integration of communication channels is as below:

  • SMS
  • Email
  • Fax
  • WhatsApp
  • Social media

3. Ready to use add-ons

As mentioned earlier, we have been catering to customers for many years with our VICIDial customization and other services. With our years of experience, we have identified some commonly used features and functionalities needed by the global VICIDial users. Thus, we have developed these features and functionalities as ready to use add-ons. Here is the list of VICIDial add-ons, which are ready to be integrated into your VICIDial call center software:

  • Soundboard Avatars
  • Disposition bucket
  • Hotkeys
  • Plug & Play APIs
  • Graphical reports
  • And many more

We are experts in VICIDial and we can provide any type of VICIDial customization services. We can build any functionality and we can integrate any APIs you need integration for. Moreover, we offer dedicated VICIDial expert hiring services as well. For more details, contact us.

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How to Balance Call Volume in a Call Center?

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Tips to Balance Call Volume in Call Centers

Call centers handle incoming calls usually offer customer care services. They need to focus on better customer experience. Thus, call centers usually monitor different call center KPIs (Key Performance Indicators). One of the KPIs to be monitored in a call center delivering customer care service is call volume and the way it is handled.

In this article, we’re sharing top tips 5 to handle the massive call volume.

1. Take advantage of IVR

IVR is a feature available in any call center solution. If used correctly, it can reduce the number of calls that your agents need to handle. One of the tips to be applied is to answer commonly asked questions via an IVR. This will serve customers with the solution they expect in the first call itself as well it will reduce the number of calls to be attended by agents.

2. Use omnichannel call center solution

An omnichannel call center solution is a system, which supports multiple communication channels. Using this software can help a call center in the process of managing call volume in a better way. Using this software will not only reduce the call, but it will also help in increasing customer satisfaction. Your customers will get support on their preferred mode of communication.

3. Train agents

Skilled agents can be a great weapon in your arsenal. Your agents need to know common issues and exact solution to that issue. The first thing to focus on is a training program to increase their knowledge about your offerings.

A majority of callers complain that agents in call centers do not know the product or services offered by the company. If this fact is true for your call center, it will not only increase customer frustration, but it will also increase call queues, average call duration, call drops, abandoned calls, etc.

4. Review common issues and get resolution accordingly

Call center solutions come with amazing features and using them wisely can be in your favor. Reports feature in the call center solution is one of the features that can help you monitor performance and many other KPIs. One of the usages of reports is that you can get to know about common issues faced by the customers.

Knowing common issues can help you define a common solution. For example, you can include that issue as a question in an IVR option with the solution in the response. You can add that on your webpage to give information on the same. There are many other ways you can resolve the common issues without wasting the time of the customers.

5. Hire more agents

If you are experiencing long call queues in the call centers, it is time to increase agent seats in the call center software and hire more agents. This is necessary as you are growing and to manage call volume, you need to increase agents as well.

Follow these tips to handle call volume perfectly. Moreover, use the best call center software. Contact us to know more.

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When Is the Right Time to Invest in Call Center CRM Integration?

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Right Time to Invest in Call Center CRM Integration

Call center CRM integration is not new in the industry. There are many call centers and businesses in the world, which are leveraging multiple benefits by using an integrated solution of a call center solution and a CRM software solution. Ideally, all call centers and businesses should use this integrated solution.

However, not all can gain maximum advantages from the integrated solution. Of course, as soon as your agents start using an integrated solution of a call center solution and a CRM system, you will start receiving benefits. Thus, there is no second opinion needed on the question of whether you should invest in call center CRM integration or not. You definitely must. The question is different, when is the right time to invest in call center CRM integration. Let’s reveal.

You can invest in call center CRM integration as soon as you are ready. Any time is the right time. However, there are some conditions, which if you meet, you can leverage more advantages from this integrated solution. Let’s check which these circumstances are:

1. When you have complete information about each customer

Many call centers keep storing customer information and they can indeed leverage many benefits from their investment in call center CRM integration. If you are running a call center and you do not have a habit of storing all customer details, you can run a survey to collect those, so you can get an integrated solution and make the maximum use of it in your favor.

Here, complete information does not mean only their personal details such as name, address, etc. It also means information related to their past concerns, past transaction, payment habits, etc.

2. When you focus on quality over quantity

Call center CRM integration is majorly used to provide more personalized responses to customers and prospects. Thus, if you are not going to focus on that, then it will only help in saving time from juggling between call center solution and CRM software.

To gain maximum benefits, call center needs to change the KPIs and shift the whole focus on goal conversions than focusing on how many leads were contacted or how short average call duration is.

For example, in a call center, which offers customer care services, one needs to change focus KPI from short average call duration to increase First Call Resolution (FCR) Ratio. When you and your call center are ready to adopt this change of mindset or when you can set this goal of quality over quantity, you can invest in call center CRM integration and leverage a plethora of benefits.

3. When you have trained staff to make the right use of tools

Your agents have to be trained to use this integrated solution. Even after call center CRM integration, if they keep using old methods of call handling, you will not be able to receive expected results. Thus, you must train your staff first.

If you are ready to receive benefits from this integrated solution, contact us.

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Top Reports to Improve Performance in Call Centers

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Reports Improve Performance in Call Centers

It is necessary to improve the performance of call centers and for that, call centers need to focus on three key aspects:

  • Measure
  • Monitor and Compare
  • Manage

Measure the existing performance, monitor and compare the KPIs, and manage different aspects to improve performance to be better. Call center solutions loaded with amazing features help in working on all three aspects. We will talk about one of them, Measure.

A call center solution offers various reports, which measure different performance indicators. Monitoring them and managing resources can help in improving performance. Today, we will talk about the top 5 reports, which can help you identify improvement areas, so performance can be improved.

1. CDR

If a call center uses a call center solution with a single communication channel, then CDR is called Call Detail Reports (CDR). If a call center uses an omnichannel call center solution, then CDR stands for Communication Detail Reports as it shows information about calls, chat, email, WhatsApp messages, etc.

CDR can be used in identifying poor performance, discrepancies with customers, most popular communication channels, etc.

2. Agent Login Report

It is necessary to monitor this report as it gives information about the punctuality of agents. It is necessary for agents to follow the shifts and this report helps to assure the same or taking the required action.

3. Agent Break Reports

Of course, agents need breaks to keep their energy up to take calls. However, the break must not be too frequent or too long. Agents must comply to set guidelines. Unusual breaks also result in hampered performance. Thus, call centers must check agent break reports.

4. Average Call Wrap Up Time

Once the call is completed, the agent invests time in writing or selecting the right disposition. Once he finishes this and other related jobs, he shows availability and call routing or call center dialer features of call center software routes the next call to the agent.

The time taken after hanging up call and before showing the availability of call is called call wrap up time. Agents must take minimum time here. Thus, checking call wrap up reports are important. They help supervisors judge whether they are wasting time in this process or not.

5. Abandoned Call Rates

It shows the rates of callers who hang up the call before getting connected with an agent. It shows poor service and performance and may result in loss of business as well. Checking this report helps in taking many vital actions such as:

  • Increasing agents
  • Adding callback for callers that hang up early

6. Agent Reports

In the call centers, performance of agents defines the performance of a call center. Thus, there are multiple reports related to agent productivity and performances are shown. Supervisors must check these reports to measure individual performance and take the required actions.

These 6 reports must be reviewed by supervisors.

A call center also must get a call center solution, which offers these and many other insightful reports such as DialShree. Contact us to know more about it.

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Top Reasons to Use DialShree Call Center Solution in India

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Reasons to Use DialShree Call Center Solution

DialShree call center solution is popular all across the globe. Hundreds of call centers and small to large scaled businesses are using it to run their inbound, outbound, and blended campaigns. As DialShree has become a global name, many Indian call centers and companies often ask us, is it still an ideal call center solution for Indian businesses?

Answer is yes. It is one of the top call center solutions India and there are many big brands that use it to run their call center campaigns.

Check our clientele for more details.

In this article, you will learn about the top 6 facts, which make DialShree an ideal call center solution India.

1. Follows TRAI Rules

We, Elision, have been offering call center software and other related services to different call centers and organizations for more than 12 years in India. Some big names are also using this software. We understand TRAI (Telecom Regulatory Authority India) rules and we have built this software based on that. Moreover, it also supports PRI lines, which need to be used in the Indian call center. We can set up this software by adhering to all TRAI rules.

2. On-site services available

We, Elision, have a team of expert VoIP developers and support engineers. We have been offering on-site installation and setup as well as support services to our clients. This can let customers enjoy on-site services as and when needed.

3. Solution and services both available

DialShree is an omnichannel call center solution, which is ready to use. One can buy its license as well as one can opt for monthly subscription-based services. We have launched call center services.

Read the news on call center service launch in India.

It means based on the required features and budget have, call centers and businesses can choose to buy this software or they can use monthly services. This further makes it the right choice for Indian businesses.

4. Competitive features

DialShree is renowned for its futuristic and competitive features. It was one of those call center software solutions that started offering unified communication channels early. Currently, it supports all communication channels. Thus, it is an omnichannel call center solution. It has many competitive features and we keep on adding more to make sure our customers always stay ahead of the competition.

5. Stay ahead of the curve

In a business, it is necessary to stay ahead of the competition. We understand this and thus, we invest in developing new features and functionalities for this best call center solution India. Currently, our team is working on chatbot development based on artificial intelligence and there are many amazing features coming for DialShree users.

6. Turnkey solution

We are one of those rare providers that offer both, call center software and hardware. This will help you stay stress-free on getting hardware from different vendors and managing both.

In conclusion, from all aspects, DialShree is an ideal call center solution for any Indian business. Contact us for a demo and more details.

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How to Reduce Expenses of Call Center?

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Tips to Reduce Expenses of Call Center

Similar to any other business, reducing expenses is one of the prime focuses of call centers. Reducing expenses directly results in increasing returns over investment (ROI). There are many strategies a call center can adopt to reduce the expenses and in this article, we will talk about the top strategies, which help call centers to reduce costs significantly.

1. Choose between in-house call center software vs. call center service

To run a call center, but obviously, you cannot continue using the traditional telephony method. You need a feature-rich call center solution. To get this software, so you can run call center campaigns, call centers have two options:

  1. Buy a call center software or
  2. Rent a call center solution using call center services

General approach though by call center owners is buying this software. However, think of your need and other expenses related to it such as hosting costs, maintenance costs, etc. Based on this, you need to make a choice. Compare the total cost of both approaches and calculate the ROI and based on that make the right decision. Do not just go for whatever option everyone chooses.

2. Hire skilled agents

In a call center, first call resolution, customer satisfaction ratio, and many other KPIs are under the control of your agents. Thus, you have to have experienced and skilled agents. Based on the campaigns you run, KPIs you focus, and services or products you offer, define recruitment criteria. According to these recruitment criteria, hire agents to make sure call per cost and other expenses stay under control.

3. Use unified communication

Traditionally, call centers used to use audio calling for customer support and to reach out to prospects to generate sales. However, this is not the case any longer. Omnichannel call center solutions are launched in the market and there are many call centers and businesses, which have started using them.

As per the shared details by Aberdeen Group, businesses using unified communication channels in their call centers enjoy 9.5 % direct growth compared to 3.5% of the companies, which do not use an omnichannel call center solution. Thus, implementing multiple communication channels can help you reduce expenses.

4. Train team

Even if you have skilled and experienced agents, it is pretty normal that they lack some of the required skills. For example, some agents can perform exceptionally well with predictive dialer driven campaigns and some cannot perform for that at all. Some are masters in achieving first call resolution and some are not.

In conclusion, each agent may lack certain skills and he can definitely improve if the correct training is provided. Thus, you must invest resources in providing the best training by grouping agents based on the weak points. As mentioned earlier, skilled agents will definitely bring down costs.

These are the top tips you can follow to reduce the expenses of your call center. We offer both, call center services and omnichannel call center solution. Contact us for more details.

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