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Elision Participated in BPO Tech Summit 2020

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Elision Participated in BPO Tech Summit 2020

Elision Technologies Pvt. Ltd participated in BPO Tech Summit 2020. The company announced successful participation in the event. Read the complete news.

Elision Technologies Pvt. Ltd participated in one of the leading BPO events in India, namely, BPO Tech Summit 2020. The event took place in Bangalore at Grand Sheraton on 23rd January 2020. The event conducted with the tagline “Reimagine the business process for actionable insights”.

Elision participated in this event and announced successful participation in the event. Mr. Mehul Shah, CEO and Managing Director of the company along with the business head of the company participated in the event. Elision was one of the silver partners of the event.

Mr. Mehul Shah delivered a session on “Omnichannel communication” and “Omnichannel call center software”.  He explained how call center solution evolved with time. How it started with limited features and now loaded with multiple features. He also explained why it is important to have multiple communication channels in any business to gain multiple benefits.

The session progressed with information about the omnichannel call center software and its benefits. Mr. Mehul Shah concluded the session with the information about Elision Technologies Pvt. Ltd and with information of their upcoming AI-driven chatbot for call center software.

The company has also booked a space to exhibit its products. The company representatives showcased their premium product which is DialShree: Omnichannel Call Center Solution. The company also showcased its other top products at the event.

As per the shared details, participants of BPO Tech Summit 2020 admired the presentation of Mehul and interacted in-person with him. The event management team has also given a reward to Mehul for his extraordinary expert session.

Participants and visitors of BPO Tech Summit 2020 really liked DialShree and shown interest in taking the discussion forward. Elision representatives met the management and middle management team of different BPOs. Some BPOs and enterprises have shown interest in being a partner of Elision Technologies.

As per the shared details, some of the existing customers and prospects of the company also visited the representative of Elision. The team also received video testimonials from some of the customers.

As per the shared details, the participation of the company is successful and many new projects and partnership discussions have started. The business development team of the company is excited to handle this new business.

If you are also interested in knowing more about DialShree: Omnichannel Contact Center Solution, please contact us.

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Top 3 Reasons to Use Omnichannel Call Center Software

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Top 3 Reasons to Use Omnichannel Call Center Software

There are different types of call center software solutions available in the market. Omnichannel call center solution is one of the best call center solutions available in the market in 2020. It is furnished with a wide range of features and it can be used in any call center or business.

If you are thinking about whether you should invest in an omnichannel call center solution or not, read on to learn about the top 3 reasons to use this call center solution.

1. To give personalized services to customers on their preferred communication channels

Today’s customers need to get the best experience. They do not like to stay in the call queue for long or get their call transferred from one extension to another. Today’s customers need to be catered with the best services. One of the ways of delivering a good customer experience to customers is by providing them support with unified communication.

This is possible only with an omnichannel contact center solution. Use all communication channels, including calls, WhatsApp, social media, fax, SMS, email, etc. and let your customers use their preferred communication channels and enjoy uninterrupted communication.

2. To beat competitors

Competition in this industry is cutthroat and it is necessary to get some advantages to beat competitors. If you will do what everyone else does, you are not getting any competitive advantage. You will be an ordinary call center.

Getting an omnichannel call center solution is necessary to get competitive benefits. It is available at affordable rates. There are not many call centers or businesses that use this system. By getting one, you can beat your competitors by offering better and enhanced customer communication.

3. To reduce workload and stress

Two major roadblocks in the productivity of the team are excessive workload and stress. Even if there is not too high workload in your call center, back to back calls make them feel that there are many calls and there is a lot of workloads. Thus, it is necessary for call centers to take appropriate steps so workload, as well as stress, can be reduced otherwise poor work quality or more resignations need to be tackled by the management.

Omnichannel call center software solution will divide the calls in different communication channels. It means some customers can make calls and some can send WhatsApp message and some can send an email or use any other communication channel. This is how call centers can reduce the load on agents. This helps in increasing productivity as well.

These are the top 3 major reasons of using an omnichannel call center solution.

We offer one of the most advanced omnichannel call center software and we also provide integrations of communication channels in VICIDial: call center software. Contact us to know more about our offerings in this regard!

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Top 5 Ways to Reduce Call Center Cost

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Top Ways to Reduce Call Center Cost

Reducing cost is one of the major factors used by the call centers to measure their success. Reduced costs result in increased savings. Saved money can be used in other operations to push growth and development forward.

In this article, we will talk about different ways to reduce call center costs that can effectively help you reduce expenses.

1. Monitor activities of agents in real time

It is necessary to assure the best performance of agents and even more necessary part of the action in any call center is to make sure that all customers are treated well. At any cost, customers should not feel offended or treated.

Furthermore, it is necessary to keep eyes on agents to make sure they are utilizing their time productively. Advanced call center solutions provide real time monitoring to supervisors and agents. They can make sure each agent is using his time in handling calls and other productive operations.

2. Help in real-time

Call centers often invest a significant amount of money in agent training and coaching which is obviously mass training. It definitely helps in improving skills, but this approach might not be that effective in taking care of identifying the weakness of an agent and working on the same.

Thus, real time monitoring and real-time help can make a bigger difference. You can use various features of a call center software solution which is designed for this operation only. For example, whisper and conference calling features are available to coach agents in real-time about handling calls.

3. Train agents to perform better

As mentioned earlier, real time agent training and coaching is necessary to save time and ultimately money. At the same time, periodic training helps in increasing and sharpening skills in the call center software.

Thus, it is necessary to take training sessions to improve the skills of the agents so they can perform better and save costs spent on long calls, frustrated customers, and lost business.

4. Minimize the cost of the loss of business

The cost of losing an existing customer is way higher than acquiring a new customer. Thus, it is necessary to make sure that your customer care services are the best. The agents have to make sure that the existing customers receive the best services and that also on time.

The first call resolution ratio has to be high in the case of existing customers. You must take the required actions to assure higher customer retention ratio

5. Minimize cost on recruitment

Call centers spend a significant amount of money on recruiting the most skilled agents. Furthermore, call centers invest in sharpening those skills of agents with training and coaching. When a skilled agent leaves the call center, it creates a huge gap in the organization.

Moreover, the cost of recruiting a new agent is quite high and tedious. Thus, a good idea is to retain agents and other staff members so expenses in the recruitment process can be saved. One can keep awards, rewards and some fun activities to keep agents motivated.

These are the top 5 tips to reduce call center costs. To put efforts in the right direction, it is necessary to make sure you use feature rich call center software like DialShree. For more details, contact us.

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Elision Is Going to Participate in BPO Tech Summit 2020

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Elision Is Going to Participate in BPO Tech Summit 2020

We are glad to announce that our representatives will participate in the upcoming BPO Tech Summit 2020.

Elision Technologies Pvt. Ltd has been catering to the BPO industry with its best in the industry call center software, called, DialShree. The company has been in the industry for almost 12 years now.

To benefit participants of BPO Tech Summit 2020 with rich knowledge and experience in the BPO industry, Mr. Mehul Shah, CEO and MD of Elision Technologies Pvt. Ltd will participate in this event with other representatives of the company.

Participation of Elision is segmented into three parts as briefed below:

1. Elision CEO and MD will speak on omnichannel call center solution

Mr. Mehul Shah, CEO and MD of the company, has been working in this industry for many years. He has not only catered to the customers of the company in BPO and other similar sectors, but he has also participated in multiple expos and events. He has rich experience in this industry. He will share his experience and expertise with the participants of BPO Tech Summit 2020 in his speaking session. He is going to deliver a speech on the topic of omnichannel communication and omnichannel call center solution and he will also share some useful tips for BPOs.

2. Elision will showcase its offerings

Elision has also booked space and standees at this BPO event and it will showcase its top products, solutions, and offerings there.

3. Elision will join hands with interested professionals and companies

Elision representatives have also shown interest in joining hands with like-minded people and companies. The company is interested in partnering with other companies and professionals at BPO Tech Summit 2020 to expand its wings.

Elision is one of the silver sponsors of this event and representatives will network with participants, speakers, exhibitors, and visitors at this event. The representatives of the company have shown interest in meeting professionals and scheduling a private meeting as well. If you are going to attend this event or if you are in Bangalore, you can meet the Elision team. Below are the details of the event:

Date: 23rd January 2020

Venue: Sheraton Grand, Bangalore

The event will cover all aspects of the business to benefit participants. One can learn from industry leaders.

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Why Is WhatsApp Important for Customer Care?

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WhatsApp Is Important for Customer Care

Customer care is one of the most important parts of the business. Companies and enterprises put the most skilled and experienced professionals and top-class solutions such as the best call center solution to delight customers. To help executives in the process of taking care of their customer care operations, call center software providers offer a wide range of features and benefits.

The modern-day call center solutions support all different modes of communication. All communication channels are important to assure the best customer care services. The latest communication channel which is in trend is WhatsApp.

A call center software solution must have WhatsApp as one of the supported communication channels. Wondering why? Let me share why it is necessary to use WhatsApp for customer care.

1. Customers love WhatsApp messaging

WhatsApp is incredibly easy to use. This is the reason many people prefer to use WhatsApp messaging. As per the statistics, on a daily basis, 65 billion messages are exchanged on this communication platform.

It is also a secure way of communication as it offers two-way authentication, encryption, and many other features for secure communication. Integrating WhatsApp in the call center solution as one of the communication channels can be really beneficial.

2. It is free

WhatsApp is one of the messaging apps available for free in the market. People can message without paying any additional fees. The internet connection in the smartphone aka mobile data available on the phone is used to support messaging. This is the reason many people prefer using this communication channel.

3. Everyone uses WhatsApp

WhatsApp is popular all across the world. In fact, in some countries, it is the number one communication channel. Incorporating this app in the call center solution can help the business to add a global communication channel that is used by many businesses.

4. It allows rich communication

WhatsApp is a messaging app and it supports messaging with rich features. Along with the text chat, one can also share images, files, documents, etc. to share more details with the customer to provide the required assistance. On the other hand, customers can also share files and supporting documents and images to get quick support.

In a nutshell, integrating WhatsApp in a call center solution helps customer care centers to provide a preferred and popular communication channel to the customers. It makes customer care services fast and efficient.

We offer a call center software, namely, DialShree with WhatsApp integration. Contact us to know more about it.

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Elision Furnished a Smart City in India with IT Solutions

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Elision Furnished a Smart City in India with IT Solutions

Elision is proud to announce that the company has set up major IT solutions and infrastructure in the smart city, Gurgaon.

Elision Technologies Pvt. Ltd is one of the leading IT companies. The company has been offering unified communication solutions to its customers all across the world for 12 years now. The company has announced its recent project, which is successfully completed for the government of India.

Elision has furnished one of the smart cities of India with its IT solutions and infrastructure. The smart city in India, namely, Gurgaon is furnished with secure and reliable IT solutions developed by the team Elision.

The company has integrated the following solutions in the Gurgaon smart city:

Citizens in Gurgaon can reach government facilities via different communication channels to raise their concerns or get the required information. Below is the list of communication channel furnished by Elision in this Indian smart city:

  • Call
  • Email
  • Web portal
  • Grievance app

The company has connected all different departments of Government with easily accessible channels. Citizens can reach to any department such as Fire, Municipality, Transport, Water supply, Traffic, Street light, etc.

The company had put the team in Gurgaon to install and setup complete infrastructure and different solutions to make this whole system live and running.

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Top 5 Must Have Excellent Customer Service Skills

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Top 5 Excellent Customer Service Skills for Agents

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 a 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 software, 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, an 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 call center solution, CRM solution, Call Center CRM integration, custom call center software module, etc. Contact us to discuss more.

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Effective 5 Tips to improve an Outbound Call Center strategy

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Effective 5 Tips to improve an Outbound Call Center strategy

The major objective of an outbound call center is to run efficient campaigns to increase lead generation and conversion aka sales exponentially. The whole purpose of recruiting agents at outbound call centers that have prior experience and a successful track record in sales is to accomplish required deliverables. But, this is not the only requirement for the defined role.

The recruiters also look for interpersonal and communication skills. It means the agent should have expertise on how and what to communicate with a prospect and customer. The call center solution can be used in the favor of agents to enhance their conversation style and persuasion technique so they can meet the set milestone of sales. The best call center software not merely clarifies the latest call center resolutions but additionally probe far deeper into their requests and benefits.

This article will highlight the major pre-requisites that will help an agent to perform their best to gain sales and use of favorable features of the call center software.

1. Predictive dialer utilization

The main agenda of employing a call center solution is to save the time of agents so they can maximize the talk-time and productivity. Therefore to raise sales it is vital to use features of the best call center software. One of the most astounding features that can be looked at in the call center solution is the predictive dialer.

It automatically dials lead numbers and passes merely those calls to the agents that are related to a real human. This helps in saving a lot of time for the agents to invest in sales processes.

2. Train agents for interpersonal skills

Most of the agents normally read a predefined script in a monotone tone. This way is less probable to convert each lead into sales. Agents need to develop soft skills to use clear words to make it facile for a client to comprehend.

The supervisors can monitor performance employing a call center solution and train the agents for effective and efficient interpersonal skills.

3. Use call recording for all prospecting calls

Misunderstandings are normal and can result in harsh disputes. The agent could present something different and unintentionally, the client may interpret something else. In order to rectify, possession of facts is vital and a recoded call clip can be helpful. Thus, use call recording features in the call center solutions can ascertain arguments facilely.

4. Revise lead list on a regular interval

The lead or client link catalogue cannot be utilized forever. Some of the clients are tough nuts and just don’t desire to accord your ability for whatsoever reason. Thus, make sure the supervisors monitor and revise the calling list at a usual interval.

5. Review performance

To raise sales, it is vital to understand what is happening around. The supervisors can use the tools present in the call center software for the same or a distinct campaign can be run to collect views or opinions from the prospects and customers.

This can be truly competent in a method to discern the agents’ performance and maintain the effectiveness of the campaign from the customers’ perspective. Looking for call center software? Contact us.

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Use the Right Call Center Solution to Evaluate Performance Metrics to Improve Them

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Use the Right Call Center Solution to Evaluate Performance Metrics to Improve Them

The success of any call center business highly depends on the best performance and productivity. To achieve the same, call centers are adopting various methods, and call center software solutions are playing a vital role in it. Therefore, they are striving to have the best call center software implemented.

It makes the selection of the right call center solution a prime task. As usual, the right selection only possible by applying some appropriate criteria or metrics. Thereby, today, I am going to present three vital metrics or call center KPIs to evaluate call center software.

If your call center solution is provisioned with such metrics to evaluate the performance of your call center, it might aid in the improvement of overall revenues and return on investment in the call center.

Metric No.1 – Call Queue Time

If we look at the call center working process, we might find that when a customer makes a call to the call center, the welcome message delivered promptly by an automatic answering machine. After the IVR menu process, the call is directed to the call queue, where the customer has to wait until a human agent is picking it up.

During the call queue waiting period, many customers are abandoning the service if it runs longer than their anticipation. It happens due to delay by the agent attending that call at the individual level. Similarly, if the average call queue time is found high in a call center, it indicates the shortage of agents attending the calls.

To cope with it, the call center has to cut it at the individual level by improving the performance of the individual agent. Similarly, the call center can increase the number of agents when the average call queue time found high.

Now, the question is who can keep constant monitoring over individual call queue time and average call queue time? It is call center software equipped with such facilities that can cut call queue time and enhance the overall performance of the call center.

Metric No.2 – Call Wrap-up Time (CWT)

By concept, call wrap-up time is the time spent by the agent after attending a call to accomplish essential work, called, After Call Work (ACW) on call center system.

During the wrap-up time, agents used to initiate the call wrap-up time code in the system. It provides useful data to measure the call wrap-up time metric/KPI. A slow computing system, incompetent CRM system, and less experienced agents are a few culprits behind the high average of call wrap-up time.

Intentional delays by the individual agent may show high individual call wrap-up time and call center can overcome it by providing appropriate training to the agents so they can accomplish most of the CWT work even during communicating with a customer.

A right call center solution can play a significant role in cutting the call wrap-up time drastically. It improves the average performance and productivity of the call center.

Metric No.3 – Percentage of Call Handled

In a call center, the agents usually are attending calls and accomplishing their tasks actively. If the agent is not attending any call and remains passive on the system by punching a break or using the logout option, the call center notices it and looking for reasoning for the same.

Such monitoring provides the percentage of calls handled by the individual agents as well as the entire call center itself. The high average percentage of calls handled by the call center means more business through high performance and productivity of the agents.

Therefore, call centers try to achieve 100% of productivity by taking essential steps to cut excessive call transfers using appropriate call center software solutions and adequate training to the agents.

The main three metrics out of a big list of criteria to evaluate the performance and productivity of a call center are explained in this article. Our guidance and development of right call center software can help you to hit high performance easily with high ROI.

We offer the best call center software. For more details, contact us.

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Top 5 Benefits of WebRTC for Call Centers

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Top 5 Benefits of WebRTC for Call Centers

Gone are the days when customers had to endlessly browse through portals to get the customer care number of an organization’s helpdesk so that they can place a call. This tedious process was not only time-consuming, but also lead to customer dissatisfaction. This is exactly where the need for WebRTC arises.

Web Real-Time Communications(WebRTC) is actually a technology that allows call centers to improve the scope, productivity and quality of their customer service operations without having to invest in additional plug-ins, software or other infrastructure elements. With the help of WebRTC solution, call center agents, as well as callers, can make and receive both voice and video calls and other types of messaging from within their web browsers.

Furthermore, the WebRTC solution can be integrated with the call center software to take benefit of the call center software features.

Let us highlight the top 5 benefits of WebRTC Solution leveraged by call centers:

1. Improved customer experience

WebRTC contact center software is all you need to give your customers the best call center experience. This enables them to contact agents directly from their browsers, anytime they need help. Don’t you want this for your call center?

2. Cost saving

Cost saving is another huge benefit of using the WebRTC solution with the call center solution. Now, the agents no longer need to use softphones or dedicated desk phones to handle calls.

Taking and making voice and video calls have now become browser functions. Businesses no longer need to invest in software or hardware or incur the cost of maintaining as well as managing equipment from various vendors.

3. Improved Productivity

Deployment of the WebRTC solution integrated with the contact center solution can improve the productivity of agents. If they want to move a call from video to voice collaboration or any of the other channels that are supported by WebRTC, they don’t have to switch devices. Improved productivity gives agents more time to concentrate on more complicated problems or inquiries.

4. Scalability

WebRTC integrated call center solution is very scalable because of the use of browser technology. Without installing new software or equipment and incurring further licensing or set-up charges, it allows adding permanent, temporary or new agents.

5. Operational flexibility

The flexibility of the call center is increased with WebRTC. As the contact center solution integrated with the WebRTC can reach any location, agents can work from home or any other location. All they need is an internet connection and a WebbRTC compatible web browser. They no longer need to be present at the main call center.

Want to avail of the above-mentioned benefits for your contact center? Give us a call today on 91 704 164 9394 or contact us and we can help you provide your customers with the best customer service experience!

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