Category Archives: Call Center

Call Center solution can be just a call center software or a turnkey call center solution which is a combination of the call center software, plus, hardware. There are different ways of installing the call center software and that produces different types of call center solutions.

The cloud call center solution is one of the most popular types of call center software these days and in this article, we are going to explore more details about this type of call center solution.

What is cloud call center solution?

It is a call center software, which is setup on a cloud space. The companies and enterprises can use any cloud space such as, Amazon Web Server (AWS), Google cloud or personal cloud setup of the company itself.

The features of the cloud call center software will be same as the bought call center software, but it can additionally offer all benefits one would get from the cloud infrastructure.

The cloud call center solution is a central point in the call center or enterprise and the make the access to the call center software more flexible than its alternative. It strengthens different departments of the call center or enterprise. It also benefits businesses with the true remote agent option for the call center.

The cloud call center solution, including software and related infrastructure, is accessible from anywhere, at any time. The call center software development company can add security mechanisms to make sure the solution can be accessed during the predefined days and time only to control overuse or misuse of the platform.

The cloud call center software helps businesses to take benefit of remote agent and increase returns over investment.

What are the benefits of the cloud call center solution?

There are many benefits of the cloud call center software solution and we are going to discuss some of them, which really empower the call center department and / or business.

The cloud call center solution allows businesses with the benefit of quick start. The cloud call center infrastructure can be set up within a few minutes and businesses can get started with their call center in the least possible turnaround time.

The setup of cloud call center software is way cheaper than the on-premises call center software as the businesses don’t need to allocate physical server and related infrastructure to benefit the businesses. It saves a lot of time, resources and efforts otherwise need to be spent to set up on premises call center.

The cloud call center solution is really scalable and affordable. The company or organization can start with the minimum number of seats and kick start its business. As soon as the business and demand increase, the number of seats and capacity of the call center software can be increased as well. This is as simple as it sounds and can be done really quickly.

There are many other industry and company specific benefits of the cloud call center solution one can leverage. Get in touch with us to know more about it.

Once upon a time, the call center solution was used by the big call centers, KPOs and BPOs only. However, the time and the utilities of the call center solutions have changed a lot.

The advancements in the call center software industry and increasing need of the best customer experience has enforced standard businesses to buy the call center software to setup an in-house call center or customer care center.

Today, we are going to talk about one of as such innovative invention in the call center industry: Web form integration in Call Center Software.

What is Web form integration in the Call Center Solution?

The VoIP companies and call center software provider offer a wide range of customization services to fit in the business needs of the companies. One of as such range of services is the integrations in the call center software. The companies integrate various solutions in the call center software to add additional functionalities in it. The Web form integration is one of the most popular types of integrations in the call center solution.

The web form call center integration is the process in which any website form gets integrated in the call center software. Here, the web form can be any form such as,

• Contact us form
• Inquiry form
• Email subscription form
• Blog subscription form
• And more

The call center software development experts integrate one or more web form in the call center solution. Once the web form gets integrated in the call center software, it can automate many actions and operations.

Once the web form gets integrated in the call center software every time someone fills in this form that lead gets added in the call center software; this lead can also be added in the specific campaign with some additional configurations at the time of the integration.

There can be some more configurations such as, the priority can be set to the lead records and based on that the campaigns can be carried out. Moreover, if there is a multilevel form and people leave the form incomplete after certain steps, in that case, the call center still fetches the filled information and the campaign to know the reason for abandoning the form can be carried out.

All these configurations helps in fetching the information filled in the online website form within the call center solution automatically. Thus, the agents or executives can call these prospects within minimum possible time and speed up the lead conversion process.

This is an advanced integration and only some expert companies offer the same. Elision Technologies Pvt. Ltd is one of those few expert companies which offer this call center web form integration service with many other types of integrations. To know more about this integration and offering of the Elision Technologies Pvt. Ltd, please contact us.

Just like any business, call center business owners also strive to improve performance of their staff and overall business so they can assure the success of their call center.

The tough part here is often the business owners are clueless about the possible actions to be taken in this direction despite the fact they usually use one of the best call center software. The reports in the call center solution are often considered as bread and butter for the definite success in call center.

The reports provide many useful metrics to the call center owners and managers which help in identifying possible weaknesses which are working as roadblocks in the way of growth. In this blog post, I will share about top 3 metrics that call center owners can use to improve performance which improve revenues and ROI as well.

1. Call Queue Time

The call queue time and average call queue time are two metrics available in the call center solution. The call queue time has to be as less as possible to deliver the best customer experience. If the call queue time is too long or considerably long like 4 minutes or more, then the customers are more likely to hang up the call or get frustrated.

If you call queue time average is more than 4 minutes, you must understand this is the time to increase the number of agents in the call center and number of seats in the call center solution.

2. Call Wrap-up Time

The call wrap up time is an amazing metric to measure the performance of individual agents as well as performance of the call center. The call wrap up time can be viewed agent wise and overall. This metric in the call center software share average time taken by the agent(s) to answer the queries of the customer and resolve their concern.

As you have guessed, the call wrap up time has to be as low as possible. The less call wrap up time shows the expertise of your agents in giving satisfactory solution. If the number of average call wrap up time is very high, you must look for the problems faced by agents in resolving the concerns of the customer and provide effective solution so this number can be improved.

3. Percentage of Call Handled

The agents usually handle calls all the time and when they are not attending a call, they punch break or logout options available in the call center solution. There are also other possible scenarios in the call center industry in which the calls are transferred to the agents, but they don’t or better to say couldn’t answer the calls.

The percentage of calls handled shows the percentage value of the number of calls he / she actually answered from the number of calls routed to the agents. This metric must have a high number. If it is low, the agent is not giving his / her 100% and you need to take necessary steps.

These are the top 3 metrics easily available in the report section of the call center software and the call center business owners can use to measure and improve performance.

We have an advanced contact center software, which provides a wide range of reports. For more details, contact us.

Customer satisfaction is very important in call centers and support centers. In fact, the customer satisfaction rate defines success and growth rate of the call center.

To increase customer satisfaction call center often invests on the best call center software as well as hire the most experience supervisors and trainers still they struggle in increasing customer satisfaction.

If your call center is facing the same situation, fret not as in this blog, you will learn about the top 3 tips to increase the customer satisfaction.

1. Put best agent to remove major dissatisfaction reasons

Often some of the biggest complaints of the customers are that the agents who handle their call don’t have required knowledge or they need to explain the same thing again and again to different agents as well as the call hold time is usually longer. These are the major reasons of customer dissatisfaction.

The solution is available with usage of technology. If you are providing customer care service, then use Sticky Agent who can work as a personal representative for the customer. If the caller is calling for the first time, you can use skill based call routing so the caller can get the best answer within minimum time and without any call transfer.

Also, make sure to invest in the Agent Training on time to time basis so the skills and knowledge of the agents stay upgraded and they can handle the customer calls more professionally and provide answers quickly. All these features are available in an ideal call center solution.

2. Offer personalized responses

Everyone likes to feel valued and special and that is true in the call centers as well. If the agents will read the same monotonous script to all customers, they will not really get engaged in the conversation and it would not increase customer satisfaction.

They might get the answers of their queries, but you will definitely not get the happy customers. To increase the ratio of happy and satisfied customer, make sure that agents provide personalized responses to the callers. This can be achieved by showing the record of the customer stored in the CRM system to the agent within a call center solution.

This can be achieved with a little investment on call center CRM integration.  It is a onetime investment and once both of these systems are integrated, it will let your agents provide personalized answers to increase customer engagement, satisfaction and happiness.

3. Use Supervisory Controls available in call center solution

The call center software comes with a feature rich supervisor panel. It offers many features to the supervisors such as,

• Live Call View (LCV)
• Call recording and playback
• Whisper
• Barge-in
• Search a call recording based on various filters such as,
  • Date wise
  • By a specific word
  • Agent wise
  • Campaigns wise
  • And more
• Reports

All these features must be used by the supervisors in real-time and occasionally to identify roadblocks in customer satisfaction. Based on the findings the supervisors can train agents or take other important actions to increase skills in agents that further increase customer satisfaction.

We have one of the most powerful and feature rich contact center solution. Contact us to know more and take a demo.

Call center software is a major contributor to the success of a call center. It helps in increasing productivity of agents in the call center, which increase the customer satisfaction. In summation, it increases the revenues and ROI of the call center. This is the reason it is worth investing in the best call center solution.

There are many call center solutions in the market which claim to be one of the best call center software. However, often many of these call center solutions miss the most important features which are needed to bypass the competition and gain other benefits one would expect from the call center solution.

Of course, the call center solutions usually have the basic features, but what’s more important is to have is the futuristic features which give the business of call center a competitive edge.

In this article, I will share the top 5 futuristic features, which your ideal call center solution must have:

Advanced Call Routing Rules

Almost each call center software claims to have the most advanced call routing rules, but the fact is many of those miss to have the modern call routing rules. Remember, Advanced Call Distribution (ACD) and Automated Call Distribution are not enough these days. You need more to keep the call wrap up time less. Two must have call routing rules are briefed below:

Skill based call routing

The call gets routed to the agent who seems to be the perfect fit to handle the customer / prospect call.

Sticky agent

This call routing rule routes the call of the call center to the agent who talked with the customer last time. It means the same agent handles the same customer.

Both of these call routing rules have proven to be really effective in the process of increasing customer satisfaction and agent performance.

Advanced dialers

Auto dialer and manual dialer are the basic dialers and almost all call center solutions have these two types of dialers. However, they must have dialer to utilize the maximum potential of your agents is the predictive dialer.

The predictive dialer predicts well in advance about when an agent will get available to attend the next call and if X number of calls are dialed, how many will actually get answered. This smart call center solution algorithm makes sure the enough calls are dialed and assigned to the agents so all agents stay occupied and productive.

Support for on-premises and cloud hosting

The world is moving to cloud now. However, the model of call center software hosting depends very much on the business model and other related factors. Also, the business aspects change too often. Thus, you must get the call center solution which can be hosted on the cloud infrastructure as well as on the server in your business premises.

These are the top 5 traits of features an ideal call center software must have to match pace with the changing trends.

We have the most advanced call center solution in the industry, which has many features that make it the best call center software. To get more details and have a free demo, contact us.