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Category Archives: Call Center

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Why Businesses Need an In-house Call Center?

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Importance of Call Center for Your Business

Earlier, only big enterprises or companies that specifically work in the call center industry used to have an in-house call center, but this is not the case anymore. Now, startup, small businesses, hospitals, banks, and almost all businesses and organizations have started setting up an in-house call center.

Now, access to a call center solution and using that software is extremely easy. This is one of the reasons behind increasing in-house call centers, but this is not the prime factor. Let us share the top 3 reasons why businesses need an in-house call center. These reasons are prime contributors to the increasing number of in-house call centers.

1. Post-sales services must be good

Whether you run a business that offers recurring services or you run a business, which provides one time services, post-sales service has to be excellent. In this era, customers are more aware of their rights as well as they have platforms to share their experiences. It has been witnessed that even if many people do not share a positive experience, but if something goes wrong, they will share that on different social media and other platforms.

These negative reviews and shares can badly affect the business. Thus, it is necessary to provide satisfactory after-sales support. You know your products and offerings better. Thus, it is necessary to set up an in-house call center by using a call center solution or call center services and deliver reliable after-sales support.

2. Retaining a customer is tough

Customer retention is necessary, but it is tough. In all industries, competition is extremely high and profit margins are quite low. To make sure you retain your clients, you need to stay in touch with them, listen to their issues, and provide them the required support and reasons to stay with your company.

With an in-house call center, various business campaigns become easier to run such as:

Having an in-house call center will not only help in retaining existing customers, but it will also help in increasing business and revenues.

3. Keeping confidential information confidential is necessary

In customer care or lead generation campaigns, agents use data of customers such as phone number, interaction history, email address, etc. Outsourcing call center related activities to third party business definitely create some risks of data loss. Even if you have a contract, there are still certain risks of data theft or data loss.

Also, it is tough to assure you get the service you are looking for. On the other hand, if you use a call center solution, you do not share data with anyone else. Furthermore, to keep the data completely confidential, you can encrypt contact details, so even an in-house team cannot misuse that data.

Conclusion

To run a business successfully, each business needs to run customer care and lead generation campaigns. Having an in-house call center overcomes multiple concerns and helps you increase business.

We offer a call center solution as well as call center services. Let us explain more about the call center in your business and what could be the next step. Contact us.

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How to Take Advantage of Omnichannel Call Center Solution?

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Tips to Take Advantage of Omnichannel Call Center Solution

Traditionally, call centers used to use a call center software solution with a single channel of communication, which is, voice calling. However, in modern times, there are many innovative features that are introduced in this software. The omnichannel call center solution is the most innovative and also the most popular software these days.

There are many benefits to using it. By using this type of call center solution, you can give support to your customers through multiple communication channels, including, but not limited to:

  • Voice calls
  • Video calls
  • SMS
  • Live chat
  • Email
  • WhatsApp
  • Facebook
  • Twitter
  • Fax

It is recommended to use an omnichannel call center software solution to gain competitive advantages. If you have already got the one or all ready to get it soon, you must make sure that you make maximum use of it and take real advantage of having an omnichannel call center solution.

To help you further, here are some of the tips, which you may apply to leverage multiple advantages of having an omnichannel call center solution:

1. Inform customers that you use omnichannel

As mentioned earlier, call centers have been using a call center software solution, which supports only one communication channel, which is the voice. Thus, it is difficult for your clients to know that you now support unified communication channels. To make sure they get to know about it, you need to inform them using various techniques such as:

  • Run an outbound campaign to inform them about omnichannel support
  • Add an IVR message that informs callers about it while they are waiting in the call queue
  • Use each communication channel to reach out to the customer to let them know that you use this channel as well for communication. For example, as soon as you get call center WhatsApp integration, you can send a WhatsApp message to each customer that your support is now available on WhatsApp as well.

According to the available resources and your business strategy, you can use any of these methods to reach out to the customers and let them know that you offer support via different modes of communication.

2. Inform prospects

Prospects might be your audience that is still thinking to use your service and not yet using. Letting them know about the use of omnichannel communication channels can help in increasing sales. You can use any or all of the following methods to inform them:

  • Run digital marketing campaigns
  • Put a web banner on your website
  • Add an IVR for the callers in the call queue

3. Train agents

You must arrange training for all your agents to understand the usage of different communication channels at different events. For example, documentation has to be sent via email and a quick chat can be carried out on WhatsApp. They also must use different communication channels as per the event, which will encourage customers to use different channels as well.

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

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How to Choose SaaS Call Center Provider in India?

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Tips to Choose Call Center Service Provider

India is one of the most popular technology companies. Thus, when you decide to buy technological software or service, sometimes, you need a guide to choose the right one. For example, a call center solution is one of the most prominent tools used in three major business operations:

  1. Marketing
  2. Sales and
  3. Customer care

Thus, in India, many businesses and organizations have started adopting it. However, call center software is not only expensive to buy, but it also needs an IT guy or additional investment to maintain the technical aspects of the software such as hosting, failover, and load balancing, taking backup, etc.

Thus, businesses and organizations in India prefer to use call center services available with SaaS (Software as a Service) model. It means with a monthly subscription. The business pays for the use of the software and do not need to worry about any technical aspects.

There are several call center service providers and not all of them can give you the experience you are expecting. Thus, here are some of the top tips, you must keep in mind while choosing an Indian provider to use call center services.

1. Examine the history of the company

It is necessary to know the service provider before opting for the service. You need to check the history. Some of the questions for which you need to do a background check of the company are as below:

  • For how long company is operational?
  • What solutions company has been offering?
  • What types of customer’s company has been catering to?
  • And more

As older the company is as reliable it is as it sustained the competition and must be having a good product to offer reliable call center services to its clients.

2. Review testimonials

Testimonial gives a hint of the services offered by the company. You must check the testimonials of the company. Even if testimonials are not related to the call center services or call center solution, they let you learn, how well or bad the company serves its customers. You can also check other review and rating websites like Google reviews for the site, so you can make sure that you are selecting the right provider.

3. Review case studies

Case studies provide information on the real customer of the company who has certain issues and used the solution to resolve those issues. It means case studies are real pieces of information, which let you gauge the technical expertise of the company. You should look for case studies of different customers, including, the ones that used call center solution.

4. Review call center software

When all three above mentioned points show the green signal to you, you can go ahead and check the features available to the call center service user in the software. It must support competitive features such as omnichannel support, remote work model, mobile app, etc.

These are the top 4 things you need to keep in mind and check step by step to find the right call center service provider.

We are one of the leading call center service providers. To know more about our offered services, contact us.

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Top Reasons to Integrate VICIDial into Salesforce in Business

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VICIDial Salesforce Integration Importance

Call center solution is an amazing tool to provide excellent customer support and also to run lead generation and sales campaigns more effectively with fewer resources as well as at affordable rates. While CRM (Customer Relationship Management) solution is used to have complete documentation of customer information, his interaction with the company, his billing habits, and much more important information that helps to know a customer better. To run sales and customer care operations smoothly, you should use both of these software solutions in your business.

There are various call center solutions and CRM software available in the market. We will talk about the two most used solutions:

  1. VICIDial: Call Center Solution and
  2. Salesforce: CRM Software

Traditionally, they are two different solutions and you need to use each of them independently. Both systems may have the same data of the same customer. However, you need to make double entries and there are many other complexities that you need to face. Thus, it is necessary to perform call center CRM integration of VICIDial and Salesforce solutions, called VICIDial Salesforce integration.

Let me share the top reasons to invest in VICIDial Salesforce integration:

1. To have an entire system with both, call center solution and CRM software

As you know, call center software: VICIDial and CRM system: Salesforce, both are two different solutions. Thus, when your employees need to use these features, they need to work on two different systems. Sometimes, they need to use both of them in parallel as a customer is on the call and the company representative needs to give him the required information. This can create too much extra work, which also results in a response delay.

On the other hand, when you get VICIDial Salesforce integration, you can make sure to have a system that has features of both of these systems with the single sign-on. Now, your team members can use both systems and they do not need to go back and forth from one system to another.

2. To save the time of resources and increase productivity

Your executives are your resources and if they need to switch between two different systems, they are more likely to waste time unnecessarily. Moreover, they need to maintain the same data of customers in two different systems. This is a waste of time for users. Here comes, VICIDial Salesforce integration at your rescue.

This system makes sure that you can push data from one system to another and there is no need to do the rework. Also, changes in one system for a customer record automatically get updated in another, which saves time of your resources and increase productivity.

There are many benefits to using this integrated solution. Make sure to use an integration service from an expert. We offer call center CRM integration services for different call center solutions and CRM software. We offer the VICIDial Salesforce integration service that offers added features as well. To know more about this service, contact us.

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Why You Must Shift to Cloud Call Center Solution?

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You Must Shift to Cloud Call Center Solution

Cloud call center solutions are in use for ages, but now people are adopting it massively. If you are still thinking about whether you should shift to a cloud call center solution or not, this article will help you resolve this dilemma.

In this article, you will learn about the top 5 reasons to shift to a cloud call center solution:

1. Go remote or onsite, whichever approach you like

Cloud call center solution is your call center software installed on cloud space instead of in-house servers. It takes all IT infrastructure with this software on the cloud space. It means with the valid authority, you and your staff can access the call center software from anywhere. There are built-in security mechanisms available in major cloud hosting players such as Google Cloud, AWS (Amazon Web Server), etc. Moreover, your provider or network professional who installs the software on the cloud will enable further security walls to make sure the software, data, and their access are always well protected.

This lets you adopt a remote or in-house working environment based on your convenience. You can also shift from one to another without any extra steps. This is the flexibility of cloud software.

2. Enjoy the benefits of quick scalability

You do not use hardware to host and run your cloud call center software. Thus, scaling up the software is very easy and super fast. You can, in fact, scale up and scale down quickly. For example, if you are handling festival traffic, you can increase the capacity of handling call volume. As soon as the traffic decreases, you can scale down the capacity.

If you want to install one more instance of a call center software for another branch of your call center, you can make it live in some hours, unlike on-site call center software installation, which may take days or weeks.

3. Pay as you go

One of the amazing benefits of using a cloud call center solution is the pay as you go model. This model is not available with all cloud hosting providers, so choose one wisely. You can also take the advice of your call center software provider. For example, AWS offers the pay as you go model. Thus, you only pay for the usage of the software unlike physical servers, which demand a fixed cost.

4. Reduce maintenance expenses

The cloud call center solution setup keeps everything on the cloud. You will not have any hardware related to this software to take care of. Of course, your agents and supervisors may use computers, headphones, etc. However, there will not be physical servers to handle the software. Thus, you will not need to invest much in maintenance.

5. Adhere major compliances

Renowned cloud hosting providers know different compliances and legislation set for different software and its usage. Thus, they usually adhere to all compliances such as HIPPA, TRAI, etc. Depending on the country you use the software and the cloud hosting provider you use, you might need to take some more steps to enable these compliances. Some make them default for all.

We offer a cloud call center solution. Contact us to know more about it and to get it.

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We Delivered Smart Solutions to Agra Smart City

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Smart-Solutions-to-Agra-Smart-City

We are glad to announce that we have delivered smart solutions to one more Indian smart city, namely, Agra.

We have already deployed the whole ecosystem made of smart city solutions in Agra. Moreover, designated Agra government departments and all citizens in this smart city have been using these solutions flawlessly.

The Agra smart city uses our smart city solutions for multiple use cases such as spreading awareness about the COVID 19 to citizens by playing an IVR message to providing them the required support during the case of a medical emergency, fire hazard, etc. Citizens can also use the implemented smart solution to share their concerns, feedback, appreciation, etc.

Agra smart city also uses smart city solutions implemented by us, Elision, for internal communication between different departments.

Let us give a brief of two major smart city solutions deployed in the Agra smart city and which are currently in use:

1. IP PBX Solution

Unlike traditional IP PBX software, it is a personalized and feature-rich software. It is providing the required communication and collaboration tool for different departments of this smart city in India.

IP PBX Solution has a wide array of features, which are not available with traditional telephony solutions such as call forwarding from a landline to the mobile phone number, ring group to ring multiple numbers until someone from the group picks up the call, IVR (Interactive Voice Response) to play interactive voice messages, etc.

The team members can use it for internal communication as well as to communicate with any external landline or mobile phone number. As in India, rules of TRAI (Telecom Regulatory Authority India) are strict about VoIP usage; we have implemented PRI lines and gateways. This assures compliance with Indian law related to telecom, which is set by TRAI.

2. Call Center Solution

To let citizens or anyone in Agra communicate with the designated departments by calling on a predefined helpline number, we have deployed a call center solution. Unlike a traditional call center software solution, it is completely customized and enhanced to meet the ecosystem of a smart city in India.

This call center solution lets multiple operators take calls in parallel and provide the required support or answers. For example, in the situation of the COVID 19 pandemic, if someone calls to ask for an ambulance, the helpline center will pick up the call via this call center software and will do the needful to send an ambulance to the caller.

This is just an example, from giving an answer to taking complaints, this call center solution can be used for all types of communication between citizens or tourists and the designated government departments in the Agra smart city. Similar to the IP PBX solution, we have also made the required configurations to comply with the TRAI rules to use this call center software and all its features.

We have also performed the required integrations to provide a complete ecosystem of smart city solutions to Agra.

We have provided onsite services to deliver a seamless experience.

Smart city solutions can be used in any smart city or business to empower them. Contact us to know more.

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Elision Launched Cloud Call Center Services

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Cloud-Call-Center-Services-Launched

We are glad to announce the launch of cloud call center services in India. It means any Indian call centers and businesses can now use SaaS (Software as a Service) model based call center services.

Call centers in India or any businesses interested in using a powerful call center software solution can take advantage of this service.

Key benefits of using this call center services are listed below:

  • No huge investment required in buying a call center solution
  • No investment required in hosting the call center software
  • No investment needed in software maintenance and upgrade
  • Access to all features of the call center software
  • Access to features that let you run a call center remotely with high security and productivity
  • Easy to scale up or down
  • And many more

The offered call center solution is a cloud-based solution that gives amazing benefits of cloud solutions as well.

We are glad to share that it is furnished with an amazing range of features and add-ons to benefit users of this offered cloud call center services such as:

  • Complete call center suite with omnichannel call center software features including WhatsApp messages, SMS, etc. to let you take advantage of unified communication
  • Inbuilt mini CRM solution to let you personalize your communication and deliver the best customer services
  • DialShree Mobi app, Work from Home add-on and cloud solution to let your agents work from home and let you enjoy the advantages of the remote work model
  • High availability with well-configured load balancing and failover support with SLA Service Level Agreement) to make sure that you get access to the software all the time and system stays up and running
  • Access to amazing add-ons to let you take advantage of competitive features such as,
    • Call recording with custom features
    • Keyword spotting in recorded calls
    • Voice broadcasting
    • SMS broadcasting
    • Agent screen capture
    • IP PBX
    • IT help desk ticketing
    • Text to Speech (TTS)
    • Sticky agent

We will also offer packages with unlimited calling to let you enjoy the boundless experience of this competitive cloud call center software.

It is very easy to get started. All you need to do is, contact us. Our team members will get in touch with you and do the needful to give access to this best cloud call center software. Without any huge investment, you will be able to enjoy the features of this best call center software.

Furthermore, you will have the benefit of Pay as You Go model and amazing features of this feature-rich omnichannel call center solution. So what are you thinking yet? Contact us to have more details.

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Why VPN Access to Call Center Solution Is Not the Right Choice for Remote Work?

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Avoid VPN to Access Call Center Solution Remotely

A majority of call centers are adopting work from home work model similar to many businesses. There are two effective ways to securely access call center solutions from remote locations, so agents and supervisors can work from home.

  1. Access call center solution via VPN (Virtual Private Network)
  2. Use cloud call center solution

Generally, accessing call center software via a VPN sounds like an easy option, but let me tell you, it is not the right thing to do.

Let me explain the top reasons to avoid using VPN access to the call center software:

1. Waste of time

People are adopting remote solutions because of the pandemic faced in the world. Majorly businesses are in ongoing mode and they want to resume the operation earliest possible. Thus, it is necessary for businesses to reduce time overhead. To set up a VPN access to a call center solution, one needs to wait for some weeks unlike using a cloud call center solution that can be up and running within some hours.

Furthermore, you need to train teams to use VPN access to work remotely, and then, agents and managers also need to set up a VPN which would take 30 to 60 minutes at minimum, which further waste significant time.

2. Poor quality of service

In any call center, QoS (Quality of Service) is very important. Customers must not hear degraded voice quality. Also, they should not face call disconnect issues due to bad line. With the VPN based remote solution, unstable connection and poor call quality are often experienced by team members.

3. Scalability issues

Call centers have started working with limited staff even if working from home. Thus, you might start working with some agents and managers on a few campaigns. It means there are fewer members and fewer calls to handle.

However, gradually, you would increase agents as well as calls may get an increase. Here, you need to scale up the capacity of your call center solution. VPN needs to get set up for more users and more calls, it is a time consuming process and you cannot quickly scale up call center capacity which may hamper your business.

4. Waste of money

VPN setup has to be configured by experts only and it is a time consuming job, so it will be expensive to set up a VPN for call center solution access. Moreover, you need to train agents and managers to use it securely which further wastes time on technology training.

Also, the maintenance and operational cost of a VPN based system is quite high compared to a cloud solution which lets you enjoy cost benefits.

5. Temporary investment

As we all know a majority of call centers are adopting work from home model because they want to keep staff safe from the Coronavirus. All resources invested in VPN would be wasted once your resume working on-premises when the Coronavirus gets under control. Thus, investment in VPN would be wasted.

Thus, instead of investing in a VPN, you better get a work from home add-on, a call center dialer mobile app, or a cloud call center solution. Contact us to know more.

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Top 4 Characteristics of DialShree Empower Call Centers

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Top Characteristics of DialShree Empower Call Centers

DialShree is a household name in the call center industry. It is one of the most advanced omnichannel call center solutions. It can be used with traditional call center software features as well as it can be used with futuristic features.

In this article, I would like to share the top characteristics of DialShree: Call Center Solution that makes it the most loved call center software among call centers and it also empowers call centers:

1. Supports server hosting and cloud hosting

Do you want to use a call center solution hosted on your in-house server?

DialShree is the one you are looking for.

Do you want to use a cloud call center solution?

DialShree is the one you are looking for.

DialShree can run as efficiently on an on-premise server as well as it can run in the cloud space.

2. Any third party solution can be integrated with it

DialShree is highly compatible with 98 out of 100 open source and third party software and APIs such as CRM, mobile apps, monitoring solutions, IT help desk ticketing solution, WhatsApp, Facebook, Twitter, etc. You can use a complete solution by integrating any needed solution into DialShree.

3. It supports work from home model really well

DialShree is one of those rare call center solutions that support the work from the home model with the best functionalities and even in extreme conditions.

DialShree Mobi is a mobile app, which offers all features to an agent to work from home by using a mobile app. He can log in to the call center software the same as he can in his web based software. All features from call routing to call dialers, SMS, WhatsApp, Email, call transfer, call mute and un-mute, etc. are accessible in this mobile app. It is also available in the Google Play Store.

Work from Home (WFH) is an add-on available with DialShree, which lets agents work without the internet and the computer or they can use their phone to take calls and use the system to use the features of the call center solution. It is a unique add-on with unique and helpful features.

4. It keeps on offering competitive features

We, at Elision, believe in offering competitive advantages to our clients. Thus, we have built the most competitive call center software solution of its time, called, DialShree. DialShree is one of the first call center software solutions that support unified communication.

DialShree is one of the call center solutions that allowed call center WhatsApp integration to use WhatsApp Web features within the call center software and there are many more futuristic features and functionalities that are adopted and provided to its users by DialShree to offer a competitive edge. We are now working on various AI (Artificial Intelligence) related feature development, such as chatbots to furnish DialShree with more competitive advantages.

All in all, DialShree is one of the best call center solutions. It is built to empower call center and any other business that wants to take advantage of the best contact center software. To know more, contact us.

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Cloud Call Center Solution and Its Top 5 Benefits

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Cloud call center software is in use for many years now, but the world novel COVID 19 has increased adoption of it.

In simple words, cloud call center solution is a call center software hosted on cloud space. Similar to all other cloud solutions, the cloud call center solution also lets its users leverage many benefits. In this article, we will cover 5 major benefits of using a cloud call center solution:

1. Remote Access

One of the major benefits of using a cloud call center solution is that it can be accessed from anywhere, at any time. There are many call centers that operate with remote agents in real-time, so it is very beneficial for them to use this solution. Moreover, due to the COVID 19, more and more users have started operating remotely, in these scenarios cloud call center solutions can be really advantageous as it can be accessed remotely.

2. Reduction in cost

Unlike traditional call center software, a cloud call center does not need on-premises servers and other infrastructure to set up this software to run calling campaigns. This reduces significant expenses otherwise invested in infrastructure. Moreover, the maintenance and management cost of a cloud call center solution is very less compared to an on-premises solution. This helps in cutting down expenses and save money to increase ROI.

3. Flexibility

One of the major benefits of using a cloud call center solution is the offered flexibility. The IT infrastructure and cloud space can be purchased flexibly and within no time it can be scaled up and down according to the requirements. It means in the peak season, the call centers can increase the space and can reduce the space as soon as the season is over. This flexibility is available only with the cloud solution.

4. Higher security

Often, people are afraid of using any cloud solutions because of security reasons, but let me tell you, cloud solutions are very secure. Generally, the call center software provider company makes sure to implement and configure all the required security mechanisms. There are also some default security tools to make sure that your call center software and all data stay safe all the time.

5. Increase agent productivity

Agents can access this software and all features available in a cloud call center solution from anywhere. This makes sure that work does not stop. Also, the quality of the call and amazing features to deliver the best customer services help call centers to boost the morale and performance of its agents. Thus, with a cloud call center software solution, a call center can receive an amazing increase in individual and overall productivity.

In a nutshell, there are many benefits of using a cloud call center solution. However, to leverage all benefits, you need to make sure that you choose the right software and a reliable provider. We offer one of the best cloud call center solutions and we can help with ongoing services. We can help you gain advantages from a cloud call center solution. Contact us.

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