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We Delivered Smart Solutions to Gurugram Smart City

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We are glad to share that we have delivered smart solutions and supportive services to one of the Indian smart cities, namely, Gurugram.

Gurgaon, now known as Gurugram, is one of the well known smart cities in India. GMDA (Gurugram Metropolitan Development Authority) planned a strategic transformation of this Indian city to become a smart city. To transform it into a smart city, multiple infrastructural and procedure related changes are carried out.

Gurugram launched a centralized and seamless process for concern escalation and quick resolution. To implement this model, to make this smart city smarter, Gurugram selected the smart solutions offered by us, Elision Technologies Pvt. Ltd.

From playing a voice message to spread awareness about the COVID 19 to let citizens call to get support for the COVID 19, ask questions related to the issues they face, escalate various concerns, and ask for help, everything is now quick, easy, and streamlined.

Gurugram, smart city in India uses our following solution to streamline processes and give an assured solution within minimum time and send quick help to anyone who calls on the given helpline numbers.

Call Center Solution

Based on the needs of the Gurugram to provide help desk and support services, we have installed a feature rich and advanced call center solution. Our team lead and VoIP engineers personally visited the city and performed the process of complete installation and training of the call center solution.

This call center solution is in use by Gurugram to attend concern calls as well as to run an outbound campaign for the surveys, generate awareness, etc. more productively.

IT Help Desk Ticketing Solution

Along with a call center software solution, we have also provisioned a personalized IT help desk ticketing solution. This solution lets the operator, who attends the call for any kind of support, raises a support ticket. The citizen who raised the request or concern receives the ticket number for future tracking and follow-ups, if needed.

Citizens can also raise a ticket by using a mobile app or a website available to escalate an issue or concern as well as to ask for any kind of support. There are multiple integrations between different IT solutions and software, which are made by our team to create a unified solution that commands the whole process of support.

Moreover, our VoIP experts have also introduced automation in multiple operations such as the automated assignment of the ticket to the concerned executive in the concerned department.

Our team lead, business head, and VoIP engineers made sure that every system works flawlessly and all officers know how to use this software efficiently. Thus, our engineers had given on-site installation, training, and support services.

Gurugram smart city uses our smart solutions and we are glad to share this. This smart city is also taking advantage of our expertise in building smart solutions within the least time.

Here you can read the complete case study on Gurugram Smart City Using Elision’s Smart Solutions

We can furnish any city, state, and even company with smart solutions. Contact us to know more.

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WhatsApp into Call Center Dialer and Its Major Benefits

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WhatsApp in Call Center Dialer and Its Major Benefits

Call center solutions are now becoming more advanced in terms of features and functionalities. The primary functionality of a call center solution is to offer reliable communication tools and thus, call center dialers are now adding more and more communication channels in it to offer an omnichannel call center solution to its users.

WhatsApp has gained massive popularity as a communication tool and that is why it is considered as a must have communication channel in any software claim to offer unified communication. Call center solution providers like Elision offer WhatsApp integration in call center dialer.

What is call center WhatsApp integration?

Integrating WhatsApp solution in the call center solutions, so all features of WhatsApp web can be accessed via call center dialer is called call center WhatsApp integration.

This is an add-on and offered to the call centers that want to take advantage of WhatsApp as a communication channel. If you run a call center, then let me share the top benefits of using a call center dialer with WhatsApp:

1. Strengthen business brand

Any business that adopts unique offerings surpasses the competition. Any business thinks about the problems faced by customers and comes up with a solution becomes a favorite brand of customers. The call center industry is not an exception here.

One of the pain points of customers calling to customer care centers is a long hold time in the call queues. It becomes even more painful when customers need to pay per minute to be on the call. Adding WhatsApp communication channel in the call center dialer helps in assuring one thing. Customers no longer need to stay on hold. They can send a WhatsApp message and go back to their routine until the agent is connected. This ease of receiving customer support increases brand popularity amongst users.

2. Reduce expenses

Call center WhatsApp integration is a onetime investment. Then, there is no additional expense to maintain this integration until and unless a call center using it needs further changes in the solution. There is a single number integrated into the call center dialer and all agents can communicate with hundreds of customers with the same number.

The call center does not need to buy multiple business WhatsApp accounts or phone numbers. Furthermore, an agent can handle multiple customers, thus, the cost otherwise invested in increasing seats for a call center solution can be saved further. This is how in multiple ways expenses can be reduced.

3. Increase ROI

Integrating WhatsApp in the call center dialer to provide another channel for communication leverages multiple benefits. Major benefits are listed below:

  • Reduce expenses
  • Increase customer satisfaction
  • Boost marketing campaign results
  • Improve agent productivity
  • Better resource utilization

These benefits further help in assuring increased sales. This ultimately enhances returns over investment.

We have expertise in call center solutions and all facets of it. We can provide call center WhatsApp integration, so you leverage multiple benefits. Contact us to know more.

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Tips to Use Skills based Routing Efficiently

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Tips to Use Skills based Routing Effectively

Almost all modern call center software is equipped with a variety of call routing rules to increase agents’ productivity and customer satisfaction. Skill based routing is one of the advanced call routing features that will let you utilize the full potential of your agents. That’s the reason almost all call center solutions come with this feature.

Having skill based routing feature doesn’t finish your job. You have to take certain steps to make the most out of it. To help you assure that you use your skill based routing efficiently. Here is a step wise guide.

1. Build a skill set and map it to the agents

Each call center would need different types of skills in its agents. Some skills can be taught as part of training programs and some are prerequisites in an agent before awarding him a job. Your agents will have multiple skills such as, speaking multiple languages, taking care of different types of concerns, etc. You should make a list of skills that are most important to handle calls effectively and map those to the agents that hold those skills.

2. Create call routing rules for skill based routing

The skill based routing automatically route the call to the most skilled agent, but for that, you have to define the call routing rules. When you start using a call center solution, it will not know the details of your agents and their skills. Thus, you have to configure rules for the same. You can take the help of your provider to set these rules for you.

3. Monitor and Fine-tune

Don’t just sit back after setting the skill based routing; to assure it is working at its best, you must monitor the call logs and voice recordings. Review how it is going. A well configured skill based routing will show the following results in the call reports:

  • Reduced hold time
  • Reduced call transfer ratio
  • Reduced call handling times
  • Increased first call resolution (FCR)

If you see you are not achieving noteworthy results, you can reconfigure the skill based call routing rules and also arrange training sessions for your team to increase and improve their skill set.

Conclusion

These are the three steps that you should follow in a step-wise manner to assure your skill based routing is working effectively.

Looking for more details or feature rich call center solution? Contact us.

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Use Cases of Call Center CRM Integration during the Pandemic

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It’s been a while, but there is still no effective cure or vaccine available to deal with the world novel Coronavirus. Still, millions of people are sick because of this disease, and thousands have lost their lives. Even if the COVID 19 is not really under control in a majority of countries, the governments have started lifting the lockdowns. There are some safety measures advised to stay safe. However, the best safety measure is to avoid going out as much as possible.

There are multiple digital tools, which can be used during this pandemic to work from home and still effectively. Today, we will talk about one of as such tool which is a CRM integrated call center solution. You will learn how you can use call center CRM integration based solutions during this pandemic to keep your business operational.

1. Run lead generation and sales campaigns

Pandemic or no pandemic, an increase in sales is the key to success and it is vital for any business. Thus, each business has to run campaigns to generate leads for new business and convert them into a paying customer. The solution made available with call center CRM integration can be really useful here.

Knowing the prospect’s details and personalizing sales pitch accordingly can help you grab the interest and attention of the prospect. This further helps in generating more sales. Moreover, based on the available information fetched from the CRM system during a live call, agents can also try to generate more sales with cross-selling and upselling.

2. Provide customer support

Providing great customer support is important in any condition, but the world novel Coronavirus pandemic has made it even more crucial. It is necessary to retain existing customers to receive repeat business and revenues. To do so, you need to provide excellent customer services.

Call center CRM integration can be very useful in this condition. Agents can view all information of the customer on the call that needs support to resolve his concerns. This information can be used to give more confident answers to the customers and to delight him with better services.

3. Get closer to your customers and prospects

Call centers can also run different campaigns to consolidate their relationship with customers. By sending a message using voice broadcasting feature or by running a survey with a survey feature available in the call center solution.

Running selfless campaigns to know about the wellbeing of customers can create a feeling of being valued and this helps in building a strong bond with the customer. The survey can also be executed to know more about customers’ likes and dislikes about your offering. The collected information can be used to enhance your offerings as well as add other products to increase sales.

Call center CRM integration offers a more advanced system to delight customers and convinces prospects. During the pandemic, it can be even more useful. We offer call center CRM integration for all different call center solutions and CRM systems. To know more, contact us.

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DialShree Mobi and Its Top Benefits

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DialShree Mobi and Its Top Benefits

DialShree Mobi has started benefiting businesses that use call center solution and want to take advantage of a remote working model. In this article, you will learn more about it.

What Is DialShree Mobi?

It is a call center dialer mobile app. It is one of the leading mobile applications available for the call centers and similar businesses that run inbound and outbound calling campaigns.

DialShree Mobi is now also available in the Google Play Store and registered DialShree Mobi users can start using it to run inbound and outbound calling campaigns via their Android phone. This mobile app is beneficial to the users of DialShree: Call Center Solution.

All features available to agents in a web panel are now available in this mobile app. If a call center or a business uses the omnichannel call center solution, then agents will be able to access all omnichannel features such as email, SMS, WhatsApp messenger, etc. in this mobile app.

To know more about DialShree Mobi, Read our latest news on the Launch of DialShree Mobi.

What Are the Benefits of Using DialShree Mobi?

There are many benefits of using this mobile app of call center dialer. Let me share the top 3 benefits of using this call center dialer app.

1. Successful remote call center operations

Virtual call centers are becoming more and more popular. There are many benefits of running a call center with a team of remote agents that are working from home. Nowadays, there is hardly anyone who does not use a smartphone. On the other hand, there can be people who do not have a computer or laptop.

Adopting a mobile app for call center solution helps in letting agents work from home with ease and comfort. DialShree Mobi empowers companies to run call center operations, whether it is customer support or telesales swiftly in a remote environment.

2. Save money

DialShree Mobi is a mobile app which can be used via a smartphone as any other app. One does not need to invest in additional hardware, software, and applications otherwise needed to install, use, and manage a call center solution.

Moreover, there is no maintenance cost related to the DialShree Mobi app as it is accessed via the smartphones of agents. All these save a significant amount of money for call centers.

3. Keep everyone safe

Nowadays, the world is moving through a very sensitive phase. COVID 19 has put everyone in a weird situation. People and the governments definitely take all the required steps to run business, but still, there is some sort of uncertainty about the safety of everyone.

Thus, in a call center or any company, it is necessary to take all the measures to keep team members safe. However, even after taking multiple safety measures, still, there are chances that people may get infected and spread the same in other team members. By using DialShree Mobi, call centers can let agents work from the safe environment of their houses.

Interested in knowing more about the DialShree Mobi app? Contact us.

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Why Call Centers Must Use Data Verification?

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Importance of Call Centers Must Use Data Verification

Call centers need to deal with massive data in their day to day operations. Each call and each conversation are important in a call center. This is the reason, call centers invest heavily in talented agents and the best call center solution. Furthermore, call centers invest in ongoing training of their team and upgrading their tools and processes.

Do you know call centers can further excel in the performance by using the Data Verification module?

In fact, it is very much important to use it.

Data Verification is an add-on, which can be added to a call center solution. It verifies each lead, specifically, phone number and email address for its existence. It verifies its correctness.

There are many reasons a call center must invest in it, let me share the top reasons in detail.

1. Save resources

The normal process carried out in a call center is, all contacts get added in the call center solution with an auto dialer such as a predictive dialer. The call center dialer attempts to call each number added in the lead list to be contacted. Even if there is a fake number, the call center dialer will try to contact that as well by dialing it.

This will waste the efficiency of the call center software by calling a fake number. If during this time, an agent is free and waiting for the next call, this will waste his time. This way, multiple resources get wasted if call centers call fake numbers or the numbers that are wrong, for example, one digit is missing in a phone number.

By using the Data Verification add-on, all fake numbers can be removed from the lead list. Thus, the call center dialer will only call real numbers, and agents will also be occupied on the live calls. This is how multiple resources can not only be saved, but also better utilized.

2. Define better campaigns

The Data Verification add-on not only offers phone number verification, but it also gives much more information related to it. For example, one can get to know the country, region, country code, international calling format, and international calling possibility, carrier, type of the number such as landline, mobile, or VoIP, and much more information. This information can be used to group these numbers and run more specific and strategic campaigns.

3. To enjoy lifetime benefits in a one-time cost

As mentioned earlier, Data Verification is an add-on for a call center solution. It means one can get it with a one-time cost. Once this add-on is added in the call center software, the call center can verify the phone number and email address on an ongoing basis. Thus, by investing once in it, you can enjoy lifetime benefits.

Data Verification is not just an add-on, but it is a whole functional solution that can be integrated into the call center software to benefit call centers. We have this powerful solution to benefit your call center. To know more about it, contact us.

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How to Identify Customer Pain Points in Call Center?

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Identify Customer Pain Points in Call Center

The major responsibility each call center needs to handle is satisfying customers. In this era of having too many competitors, a pool of information, and rapidly changing demands, it is not easy to delight a customer. The call centers need to walk a long way for that.

Along with acquiring a talented team and feature-rich call center solution, the call center also needs to take many important steps. One of them is identifying major pain points of customers. Knowing their problems aka pain points help in taking effective steps to remove or reduce the pain points and improve customer satisfaction.

In this article, I will share the top tips that will help you identify the customer pain points:

1. Know your customers and give personalized services

A call center caters to many customers. Each customer might not be the same. Thus, giving the same responses and using the same way of customer handling might not be effective. A more strategic and effective approach would be grouping customers based on various factors by knowing them.

By doing this, you can create different personalized call scripts to attend different types of customers. Moreover, you can also use different types of call routing rules as per the group of customers.

2. Use KPIs to identify the pain points

The call center solutions often provide different KPIs (Key Performance Indicators), which can be used to monitor various performance indicators. Usually, the reports section in the call center solution provides these KPIs and the required data. In this case, to identify customer pain points, you need to look for the following metrics:

  1. Call abandoned ratio
  2. Average call waiting time
  3. Average call hold time

All these three metrics are correlated and often display a clear fact that the number of agents is not sufficient to handle the call volume. Also, it indicates that agents need further training to cater to the customers.

3. Take extra steps to remove customer pain points

If you really care for your customers, you need to walk extra miles and it is worth it for sure. The call centers win with the volume of customers and that is why it is necessary to put extra effort into removing customer pain points. One of the common concerns of the customers is that the agents are not skilled enough to handle their issues and questions. In this case, training agents about the products to acquire better knowledge can be very helpful.

Moreover, the call centers can invest in call center CRM integration, so agents can know the customer issues and customer behavior with the complete record of him and that way cater to him better.

4. Ask customers what are their pain points

There is nothing wrong to ask customers about their experience with the services you provide and what more they expect from you. A call center solution offers a survey module, which can be used to run a survey and ask customers about their preferences and suggestion. Based on the survey, practical suggestions can be used to further enhance customer care services.

If you are looking for a call center solution that can help you remove these pain points, contact us.

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Why Is It Necessary to Adopt Work from Home Model for Call Centers Presently?

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Adopting Work from Home Model for Call Centers Is Must

The whole world is fighting against never thought before the pandemic. The pandemic occurs once in a hundred years or more. It makes everyone clueless and helpless. In this era, when the world is so advanced in technology and science, not finding a cure for the COVID 19 is sad. However, we cannot do much about it. All we need to do is wait for the vaccine and take steps to stay safe and keep others safe.

As an effective solution, many governments are applying lockdowns. On the other hand, some countries have given permission to operate to businesses with predefined strict guidelines. By keeping the present situation in mind, it has become necessary for businesses to move remote and call centers are not an exception.

Generally, call centers work on-premises and there are many reasons to push call centers in an in-house environment. However, by keeping the current situation in mind, it has become necessary for the call centers to adopt the work from home model. If you run a call center and not yet sure to go remote, here are the top 3 reasons to do that.

1. To keep a business running steadily

The situation in all countries varies from time to time. The countries which have controlled the virus completely are now again facing its spread. As per the situation, the government takes steps. For example, some countries have extended lockdowns for months and in some countries, the government removes or relaxes lockdowns and impose it again.

In this type of situation, it is difficult to keep operations running with an in-house call center. Thus, using a call center solution that can be accessed remotely or by moving it to the cloud, one can keep business running. The call center does not need to worry about the relaxed and imposed lockdowns and disruptions caused because of it.

2. To keep everyone safe

COVID 19 is a contagious disease. The virus can live on different surfaces for days. If you run an on-premise call center and if a single person comes to the agent got infected by the Coronavirus, he will infect a majority of the staff members.

Even if you keep all the safety measures, someone may get infected from the locality where he lives or during the commute and infect the rest. Thus, it is better to use a remote call center solution and let agents and supervisors work from home. This helps in keeping everyone safe.

3. To reduce expenses

To run an in-house call center, there is anyways the cost involved in human resource management, infrastructure maintenance, electricity, beverages, etc. In addition, almost all governments have given certain safety guidelines which include the following:

  • Sanitizing the office meticulously regularly
  • Keeping sanitizer and other hygiene precautions
  • Assuring staff wear masks
  • And more

To follow these safety measures, the call centers need to invest even more than the regular expenses. By moving remote, these expenses could be eliminated, plus, you will not be responsible for the safety of the team.

In a nutshell, it is necessary to move remote as the pandemic will not disappear so fast.

If you want to move your call center remote, we can help you. Contact us to know how.

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Top 5 Brilliant Skills Each Call Center Agents Must Have for Customer Service

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5 Useful Tips to Improve Customer Experience

Agents are representatives of the company and they are responsible for making or breaking an image of the company. The agents have to deal with a myriad of emotions and behaviors on a daily basis. They need to perform the most crucial job of keeping customers happy.

They are also responsible for pacifying the angry customers and win their trust again. It is not an easy job and that’s why today we will share the top 5 excellent skills each call center agent must possess to provide the best customer service.

1. Patience

The agent needs to deal with various types of customers. Some might be too angry because of the problem they are facing; some are puzzled due to lack of knowledge and some who just want to blame you for something. On the contrary, some are easy to tackle; some are too talkative and some coming with the same queries again and again.

Regardless of the reactions of the customers, an agent has to listen to the customer with a lot of patience. Even if he knows the answer after hearing the very first line of the customer, the agent has to keep patience until the customer finishes explaining. He needs to keep two golden rules of customer support in mind:

  1. Never interrupt the customer
  2. Be polite

Both of these can be achieved only if the agent posses patience.

2. Active Listening

Being an agent, you must have a lot of tasks to finish, and being humans we tend to get bored sometimes, especially, when we are helping someone to resolve the same problem 20th time. In such situations, we tend to become multitasking and along with listening, we start doing something else in parallel.

The reason is your distraction will be vocal to the customer even if he can’t see you. The agent has to be actively involved during the call and stop doing anything else to provide the best services.

3. Positive Attitude

The agent needs to deal with a lot of challenges as part of his job. For example, tight targets, furious customers, long tiring work schedule, etc. Despite all these, the agent has to keep the same energy and empathy in the voice for each call he attends.

The response of the agent has to be as lively even on the 100th call as it was on his first call. For this, a positive attitude is the must have skill in all agents. It keeps them going on and performs at their best.

4. Knowledge

If the agent doesn’t have a thorough understanding and intense knowledge of the product or service he is advocating, then he will not sound confident and reliable. Thus, the first job of the agent is to understand the product/solution that he is going to sell or provide support for.

He must understand the complete flow, USPs, benefits, and disadvantages of the product. Quick adaptability and learning attitude can be really helpful to master this skill.

5. Technical Knowledge with Easy Vocabulary

The agent needs to deal with various technical solutions such as call center solution, CRM system, Helpdesk ticketing system, so on and so forth. To make effective use of these solutions, the agent has to be well versed in all of these.

Furthermore, he should know some technical aspects of the service or product he is working for. He has to use a perfect blend of technical and normal vocabulary while explaining or guiding a caller. The caller might not know all the jargons and thus, the agent has to use easy to understand language.

These are the top 5 must have skills in a call center agent to provide excellent customer support.

We, Elision, offer the best solutions for a call center such as a contact center solution, CRM solution, Call Center CRM integration, custom call center software module, etc. Get in touch to discuss more.

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Elision Launched Data Verification Add-on for DialShree Users

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Elision Launched Data Verification Module for DialShree Users

We, Elision, are a leading company that offers an omnichannel call center solution to global businesses. Along with our call center solution, we also have multiple add-ons to offer. We are glad to announce the launch of our new add-on, called, “Data Verification”.

Generally, call centers have mass leads with different information of each customer or prospect such as full name, phone number, email address, etc. The call center solutions usually have a feature to validate the phone number and email address, but what about verification? Generally, this much needed feature to verify the existence of a phone number or email address is not available. Thus, often call center dialers dial the numbers or send an email to the email addresses that do not exist.

Of course, the call centers often use auto dialers such as a predictive dialer, progressive dialer, etc. to dial each lead, and thus, dialing a lead and identifying it in real time about its existence happen quickly. It takes less time because of the power of a call center solution. However, cumulatively, it wastes a lot of time and resources in trying to contact fake or non-existent leads.

To save the time of all resources and to identify fake leads well in advance before starting the campaign, we have launched our “Date Verification” add-on.

What is “Data Verification” add-on”?

It is an add-on that verifies the existence and rightness of the lead phone numbers and email addresses.

DialShree has been offering a feature of validating the leads’ contact number and email address as one of the default features. Now, to benefit our users, our team has developed the required algorithms to verify a phone number and email address even before dialing the number or sending an email to that email address.

As soon as the leads are imported or uploaded in the call center dialer, the DialShree will automatically verify each phone number and email address for its correctness with the “Data Verification” add-on. Thus, managers can remove fake leads and save resources.

More than Verification

This add-on is built to provide insightful information about the leads. For example, phone number verification will validate and verify the phone number and provide the following information:

  • Type of the line: Mobile, Landline or VoIP number
  • Country
  • Location
  • Country Time zone
  • Country code
  • International phone format
  • Local phone format
  • E164 phone format
  • International dial possibility

How to get this add-on?

This add-on is available only to the DialShree: Call Center Solution users. Thus, if you are not a DialShree user, please contact us so we can share more details about this one of the best call center software. You will get DialShree with the Data Verification add-on.

If you are already using this software, all you need to do is contact us. Our representatives will give more detailed information along with a demo of this add-on. Also, they will help you get this add-on to leverage multiple benefits. So what are you waiting for? Contact us NOW!

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