Category Archives: Call Center

The call center industry is really big. All different industry verticals run call center campaigns to assure all operations are running perfectly. To run these operations, call centers use call center solutions. Generally, this solution comes with features that automate many operations in the business. Still, there are some business specific operations that need to be taken care of manually.

This wastes a considerable amount of time of the agents and supervisors. The best solution is to get a customized call center software solution. Getting it developed can be an expensive affair. However, there are some top companies like us that introduce some modules to automate some common features and functions. Our collection module is one of the modules developed by us to benefit one of the biggest sectors in the call center industry, namely, collection.

The collection module is available for our call center solution, DialShree, VICIDial and also for proprietary call center software systems. It automates certain operations related to collection companies such as grouping contacts, filtering the people that have already paid EMIs, etc.

The collection module itself is a powerful feature that increases the functional capabilities of the call center software. The call center collection module integration creates a whole solution for the collection companies. To increase its functional capabilities and to provide collection companies a personalized solution, we offer API integration in this module.

We can integrate any API in the collection module to further personalize this system. This will help you leverage many benefits. Let’s understand this with an example. If you are running a collection company, you might be using a CRM solution along with the call center software. The CRM system is used to store information of the customer and his payment history.

The call center CRM integration of your CRM solution with the collection module integrated call center software will make it a more powerful solution. Now, whenever an agent is on the live call, he can see the complete record of the customer within the call center software during the live call. He can also review his payment history to personalize his conversion with the customer.

We can integrate any API with the collection module integrated call center solution so your agents can use features of multiple solutions within the call center software window. Furthermore, we can make provision in a way that if the agent makes any changes in the customer record during or after the live call, it will be reflected in both, call center software and CRM solution.

There are many benefits of integrating the collection module in the call center solution along with API integration. Contact us to get a free demo and other details about this powerful solution made available for collection companies.

There are many benefits of call center dialers and today managers vouch for the advantages of predictive technology to give an edge in customer service, satisfaction, customer management, customer retention, and customer profitability.

Elision DialShree Predictive Dialer is a software-based Dialer which assists organizations in doing away with expensive telephony boards and other related hardware which come with increased maintenance costs. DialShree Predictive Dialer is extremely easy to use and is a huge advantage in areas like telemarketing, payment collection, service follow-ups, surveys, and appointment confirmation.

Some of the benefits of call center dialers are:

Enhanced productivity:

The call center dialer is highly advantageous as it is capable of increasing the effective time agents of agents by almost three times and enables connection with live prospects. It is possible to have real conversations which can positively impact revenue.

Improved talk time:

The benefits of automated dialing are far reaching as it can spot and filter no-answers, voice mail, disconnected lines, busy signals, and fax machines and helps agents reduce dead time while improving talk time. It is proven with enough analysis that there is almost a 300% improvement in talk time in automated dialing vis-a-vis manual dialing. Analysis has shown that – in an hour automated dialing can enable 48 minutes of talk time versus 15 minutes of talk time with manual dialing.

Enhanced benefits with Predictive Dialer:

The Elision DialShree Predictive Dialer can really assist organizations in optimizing call center performance. It comes in with a built in dropped calls setting making it easier for administrators to track performance. This helps in improving performance and reducing rate of dropped calls.

This feature improves customer satisfaction which in turn can give a thrust to sales and revenue. Overall, a complete benefit to the organization! Boosts contact ratios and improves opportunities. The call center dialer is an excellent shot in the arm for the sales team as it is a good way to establish contact with leads and boost contact ratios.

When agents understand the benefits of the automated dialing capabilities of the call center dialer, the agents are in a better position to contact prospects, tap opportunities and improve sales numbers.

Progressive Dialer:

The Progressive Dialer only begins dialing at a time. This enables some form of control as calls are made only after the availability of agents and is a boost to drive B2B operations.

Limitless benefits:

The Elision DialShree Predictive Dialer takes very little time to be installed and working and this translates into lowered IT maintenance costs and flexibility to balance the extent of service provided.

Want to know more? Contact us for more details.

For every company, solving customer queries is the first and foremost goal. The businesses must resolve customer problems else users will drift away from their services. First contact resolution, FCR, requires more than just employing friendly agents.

To assist the users properly, the businesses require a culmination of agent training, efficient contact center protocol, and a robust omnichannel solution. Here are five ways to achieve FCR in your business or call center:

Discuss goals with your staff

To serve the customers in a better way, agents need to know what the company is aiming for. They must be informed about the goals of the organization and what they intend to offer.

When an agent is on a live call, he must be answered to the queries quickly to maintain the flow and to let the customer know that he is present, whereas an agent on a live chat may indicate his presence using features like “typing a response” available in some call center solution. Attaining customer service goals in every channel should be included in the agent training.

It is also crucial to decide whether the FCR should be prioritized over other metrics such as average handling time. Agents should be aware that they are allowed to spend more time on a customer query if they can reach a permanent solution.

Give every interaction a human touch

Finding the best call center solution is directly linked with how well the agents connect emotionally with the customers. Agents can easily do this by maintaining a friendly tone, listening attentively, and even by showing empathy.

Mannerisms like these can calm the frustrated customers and also bring value to the brand image. Regular mentoring and training based on the metrics available in the call center software can let agents master interpersonal skills and achieve first contact resolution every time.

Identify recurring issues

Analyzing ongoing customer issues is a crucial way to achieve first contact resolution. Different features of call center software can be referred for determining the reasons for contact such as monitoring calls, customer survey data, live chat transcripts, and use text-and-speech analytics to gain insight on customer issues. This way, the brand can tackle the possible issues before they even arrive.

Use an omnichannel approach

Customers do like to interact on a single channel, but sometimes it is best to make use of multiple channels. For example, if a customer raises a concern on social media that requires personal data sharing, an agent should move him to a more secure channel. This will not only help to address the problem appropriately, but will also build trust.

Verify the customer’s satisfaction

According to the agent, the problem may have been solved, but it is always a better approach to ask the customer if the issue is resolved for him. The company needs to determine if the customer is fully satisfied with the support or not. If there is an issue still hanging around, it is better to take more time and provide a concrete solution.

FCR saves customers time and helps to establish your brand image as someone who takes things seriously. All you need to do is, train and mentor your agents consistently and correctly.

Looking for a reliable and omnichannel call center solution? Contact us.

Collection business is one of the biggest businesses in the call center industry. The call centers run campaigns to remind people to pay their EMIs on time. The EMIs can be for mortgages, loans, automobile, etc. Generally, the businesses use the call center solution studded with a wide array of features. However, the working model of the call centers running campaigns for collection is different than the traditional call center campaigns. Also, there are many call centers that provide calling services for collection. Thus, we have developed a feature rich collection module. (more…)

The companies need to satisfy their customers in every possible manner they can. Their obligation does not come to an end when they close the sale, rather it starts from that specific point.

The after-sales service binds the customer to the brand or company. It involves guiding and helping the customers or potential customers with any type of issue which they may face during or after the purchase of the product or service.

If representatives can help the customers with any problem or query, then it would enhance the customer’s experience. This can happen over a call in or at the company itself. The companies also use the call center solution to provide effective after-sales support services.

Even though the essence of face to face communication is missing from the phone conversation, a few things can help in compensating this drawback. The call center software comes with a lot of features to compensate for the missing essence of a face to face conversation.

The very first and basic thing which can be of great help to a call center is the polite and courteous behavior of the executive. Secondly, the company should employ ample customer care personnel so that they can handle the workload. It also brings down the time for which the customers may have to hear the beeping hold tone and gives plus points to the company.

The employees that are hired for the call center are already the master of one of the skills. So the company should focus on brushing up that particular skill to develop an expertise in it. The call center software features help in achieving this. Showing gratitude after solving the issue and thanking the customer for choosing the company can help in making the customers happy.

Another vital step in establishing a loyal customer base through a call center is to build a rapport with them. The customer care executives should talk in a positive tone, so as to keep the conversation going with the customer. This makes them feel franker in sharing their opinions and views which can help the executive in understanding the mindset of the customers.

Time is important for both parties, as representatives have a number of users to cater to and the user also wants a quick solution to the predicament. A good call center is that which tries to reduce the efforts on the part of the customer, and execute the things in minimal time with maximum efficiency. This makes the customer feel wanted, and that he holds a respectable position from the company’s perspective.

The call center experts should be taught to take full responsibility for the situation. This means that even if there is a misunderstanding on the customer’s side the representative should not explicitly state anything of that sort.

The listening skill of executives should be good, they should hear out the customer first and then provide the required solution. Interrupting the customers might make the executive seem rude.  This can hurt the image of the company and hence the training should involve such key points.

A customer will only return to the company for another time if he gets an exceptional quality of service. This will help the company in making in the good books of the customers, and eventually, they will also get recommended by such customers.

In all these operations, a call center solution contributes majorly and that’s why in customer care, the call center software holds as much importance for any company as the product itself. Selecting just the right person to do the talking for the company can bring out good unexpected results.