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Category Archives: Call Center

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Major Productivity Hacks for Call Center Agents in 2022

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Major Productivity Hacks for Agents in 2022

Call center agent productivity does not mean handling too many calls within the shift, but it s about delivering quality results while handling more and more calls. Utilizing the best resources like an omnichannel call center solution at its best is necessary to boost agent productivity. In this article, we will share the major hacks that you can try in 2022 to boost the productivity of your agents.

1. Define and convey agent productivity KPIs

The productivity parameters have shifted majorly due to various reasons such as shifting client demands, pandemic, wars, increasing agent attrition rate, etc. Thus, for a call center, it is necessary to define the right success metrics that define the productivity of agents. Moreover, it is necessary to keep agents informed about major productivity KPIs, so they can focus on improving the values of these KPIs.

2. Empower agents with the right tools

It is necessary to use the best call center tools to empower your agents. In this digital era, using an omnichannel call center solution is a must. This will help agents provide a unified experience across channels to clients. You will also need to add different tools to your contact center software. For example, integrate CRM into the call center solution to let agents lead the context-driven conversations. If your call center uses any other software that your agents need to explore such as an ERP solution, IP PBX software, etc., then you need to integrate these solutions within the call center solution. This will give all the required features within a single system with a single sign-on.

3. Measure the value of KPIs in real time

Don’t wait until you get time to measure the productivity KPIs and then get panicked about bad values. Rather, use the live call monitoring features available in the omnichannel contact center solution to monitor productivity KPIs in real-time. This can help in taking the right actions in real-time, so you can coach your agents in real-time to work on boosting the productivity of your agents.

4. Use AI voice analysis for quality assurance

You can automate the quality assurance process with artificial intelligence-driven tools. AI voice analysis can evaluate all calls for quality parameters. It will analyze all calls and give scores to each call and different parameters depending on the quality of calls. This will give the case-wide data to train and coach agents to work more productively.

5. Incentives and rewards

We expect quality and productive work from agents, but that is not really a driving factor for them to deliver excellent work. To keep them motivated and stress-free, you must invest in training your agents to deliver better. Moreover, call centers need to give the best incentives and rewards to inspire agents to work more productively and also focus on quality.

Wrap-up

By following these five effective tips will help you boost the productivity of your agents. If you are interested in getting the right call center solution or an AI voice analysis tool for call centers, we can help you. Contact us to explore our range of software offerings for call centers.

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Role of Truecaller for Business in the Banking Industry

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Role of TrueCaller for Business in the Banking Industry

Truecaller has been a popular caller ID app in India and multiple other countries. It has been helping call recipients by showing who is calling to decide whether attending a call is worth their time or not. Now, Truecaller also helps callers with its Truecaller for Business plan.

Truecaller for business verifies the business number of a company or an organization to give a trustworthy caller ID with multiple features, which cannot be tempered by a third person, which is possible in not having a verified number.

Multiple industry verticals are gaining the advantage of this service made available by authorized partners of Truecaller business like Elision Technologies Pvt. Ltd.

To verify your phone number with Truecaller for Business, contact us.

Along with multiple other industry verticals, the banking and finance industry can also gain a lot of advantages by using this number verification service with Truecaller. Let’s explore how.

1. Always reach a client or intimate about your call

In the banking industry, it is necessary to reach out to clients for various customer care and sales related campaigns. If a bank has verified the number with Truecaller, the customers will see the correct bank name, bank logo, verification badge and tick mark, and green highlight. This will spread a positive brand message, which often helps banks to increase the reach rate up to 75%. As the banks can reach out to clients at the right time, they can convey the required message and boost customer satisfaction.

2. Highlight emergency services

In banks, there are often some vital jobs that need instant customer attention such as KYC verification or missing document for that, cancelled check, unauthorized transaction alert, etc. With Truecaller for Business, banks can use the priority calling feature to highlight emergency calls to increase call reach and pick-up rate.

3. Increase pickup rate

Banks can also use the feature “Reason for calling” to increase the call pickup rate. When customers know the reason for the call along with seeing a trustworthy caller ID, the chances of call pickup rate are high. In case, a delivery boy is at the doorstep of the client to deliver a credit card or checkbook, using this feature can help in assuring a successful delivery for banks.

4. Analyze reports

Truecaller for Business not only provides caller ID related features, but also provides extensive reports to banks that use its number verification services. These reports can be used to analyze different parameters for future calling campaigns. The banks can also gauge the success of banking product sales campaigns.

Conclusion

The benefits of Truecaller for Business are several for banks when all features are used correctly. Banks can increase the reach rate, call pickup rate, and even the success of different campaigns.

Contact us to get the phone number of your bank verified with Truecaller for Business and gain all the benefits. You can also explore more details about Truecaller for business for banks and its benefits in detail in a personalized call with our representative. To schedule a call, please contact us.

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Inbound Call Center Solution: Do’s and Don’ts to Boost CSAT Rate

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Inbound Call Center Solution - Do's and Dont's to Boost CSAT Rate

Customer care is a crucial part of any business. The inbound call center solutions are used to boost customer satisfaction rate. An inbound contact center solution can be used to handle customer concerns and engage customers to improve customer satisfaction.

Even though inbound call center solutions offer the best features to handle clients more efficiently, the incorrect use of these features can cause negative customer emotions and reduce customer satisfaction (CSAT) rate.

To make sure you use your call center solution efficiently, you must know the major Do’s and Don’ts of the software.

Do’s of inbound call center solution

Use correct ACD

ACD (Automatic Call Distributor) is one of the best and most efficient features available in the call center solution to support customer care campaigns. This feature will have different call routing strategies like a sticky agent, skill-based routing, round robin, etc.

A call center must use the right ACD depending on the nature of the campaigns and goals to be converted. If a business uses any random feature, it can cause frustration in clients.

Personalize the conversation

If you are not already using the CRM widget in your call center solution, you must integrate the one. You should also use features like customer profiling to give the complete interaction history of a customer to the agent so agents can use this information about the client to personalize the conversation. Personalizing conversation can help in boosting client engagement and satisfaction.

Measure KPIs

You must measure the values of major key performance indicators to gauge how your customers are treated and if there is any way to improve this. The call center solutions offer multiple reports to clients and these reports can help in identifying strengths and weaknesses to handle major customer concerns with better responses.

Don’ts of inbound call center solution

A majority of customer care centers that use an inbound call center solution know don’t of the software, but still, here are the major points to keep in mind.

Don’t force self serving options

Many call centers want customers to use more and more self serving features available in the call center software to reduce call queues and load on agents. But, every time automation features cannot resolve client concerns.

Don’t increase the call transfer rate

Customers would have waited in the call queue already. Now, pushing them to wait while their call gets transferred and asking them to repeat the same story would add up to frustration. Thus, it is necessary to reduce the call transfer rate to a possible extent.

Don’t put customers on hold for long

Keeping customers on hold for too long also increases frustration among them, thus, it is recommended to avoid this practice. You can retrieve calls and inform clients that are taking a bit longer and stay on the call to keep the interaction live and not make customers feel ignored.

These are the top do’s and don’ts if you are using a call center solution to handle inbound customer concern calls. If you need the best call center software to handle customer care campaigns more efficiently, contact us.

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Cloud Contact Center Solutions Contribute to Improve Customer Experience

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Cloud Contact Center Solutions Contribute to Improve Customer Experience

Businesses use cloud contact center solutions over on-premise software because cloud solutions are not yet another call center solution. Even if it has the same features as an on-premise call center solution, it has some amazing benefits that are a driving factor to improve customer experience by up to 170%.

1. Uninterruptible customer care services

Downtime in a customer support center for any reason can be disastrous. It is necessary for customer centers to be on top of their customer care game during working hours. Some companies even need to provide customer care services 24 x 7. Thus, it is necessary to use a platform that ensures high service level agreement (SLA) for uptime. The cloud call center solution can be accessed remotely and the whole team of engineers stays proactive with their services to ensure cloud platforms provide minimum to zero downtime.

2. Hire international talent

The cloud contact center solutions can also help in delivering round-the-clock customer care services using the most skilled and talented agents. The cloud contact center solutions can be accessed from anywhere with the highest efficiency and security. This gives an open ocean of talent to customer care centers to deliver excellent customer support. Hiring international agents can also help in delivering exceptional customer care with native speakers and experts.

3. High scalability to handle peak season

All businesses need to face peak season and it is necessary to deliver excellent customer service even during the peak season to increase client satisfaction rate to ensure high client retention and sales. The cloud call center software supports high and faster scalability. This can help in wasting no time and scaling up the software to handle peak season.

4. Save money to deliver a better customer experience

To hire the best and most experienced agents and supervisors, to use the best call center software, and superior infrastructure, it is necessary to have enough funds. To increase funds, one has to also save funds. The cloud contact center solutions support pay-as-you-go models, which help in saving money on hosting and using this call center software.

Conclusion

The call center solutions are available in all varieties in the market; from AI call center solutions to traditional call center dialer solutions, customer care software, collection solutions, etc. The cloud contact center solutions have an array of features that help in boosting the results of any campaign and delivering exceptional returns.

All customers expect the best and exceptional services and that is what they deserve. The cloud call center software can help in meeting this expectation. It helps in streamlining customer service processes to transform angry customers into delighted customers.

Finds it worth exploring more?

Contact us.

We have a cloud contact center solution, which is available as a licensed and hosted call center solution. Our team would be delighted to answer your queries and give you a walkthrough of our cloud contact center software.

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Major Productivity Hacks Each Call Center Must Know

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Call center agents are associated with the hustle and bustle of delighting angry customers. At the same time, they need to keep learning about newly added features in the contact center solution and other technical tools.

There are some easy hacks that agents can try to increase productivity without hampering routine performance. All they need to do is use some amazing features available in a call center solution correctly.

1. Use auto dialers

The urge of dialing a number that is received during a live call for a reference sale is often high. However, it is necessary to save each second of productive hours. Adding all leads and customer numbers in the auto dialers available in the call center software is necessary. Auto dialers like predictive dialer dial numbers automatically and assign the calls to agents only if customers are connected directly. This saves a lot of time that can be used in increasing productive hours.

2. Schedule automated callbacks

Receiving callback requests is common in any business. In a contact center, agents can manually dial a number or use the automated callback feature. It is noted that only advanced call center solutions like DialShree offers automatic callback with advanced options. It is necessary to use an automated callback to save the time of remembering the callback schedule and call a customer exactly at the requested time.

3. Use CRM integrated call center solution and customer profiling feature

Customer profiling is an advanced feature that gives an overview of all interactions a customer had with different agents in the call center. You can find this feature only in advanced call center software like DialShree. This feature shows all past touchpoints of customer interaction to let agents quickly understand the behavior pattern of a customer and deliver a personalized resolution.

In addition to that, if a call center invests in call center CRM integration, agents can use a CRM integrated call center solution. This software shows more details about a customer to the agent, so the agent can personalize responses.

Both of these options help in increasing the first call resolution (FCR) rate along with customer satisfaction and agent productivity.

4. Take advantage of self-assessment features

Not all call center solutions offer self-assessment features for agents, but it is necessary to have this feature to help supervisors increase their productivity, too. Some of the common self-assessment features available in a call center solution are call recording and playback of agent’s calls, agent statistics, agent reports, etc. Agents can monitor their own performance and make the required enhancements and improvements to boost productivity and performance.

Wrap Up

In a nutshell, using a call center solution and its major features, productivity can be increased with ease. We have shared the top five tips that agents can use to boost their productivity using an advanced call center solution. There are many more features this software offers, which can be used to boost not only agent productivity, but also other KPIs in a business.

We have a call center solution that offers multiple features to enhance team productivity to reduce expenses and increase ROI. Contact us to book a free demo.

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Benefits of Call Center Automation for Call Centers

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Call center solutions have been benefiting many call centers or customer care departments set up in different businesses with their amazing features to increase customer loyalty and onboard more new customers. Businesses and call centers have been working swiftly using call center solutions and their skilled team of agents. However, the year 2020 was different than in earlier years. In many countries, long lockdowns were imposed or staff reductions were made mandatory. All businesses and call centers had to cater to customers with no staff or reduced staff. This drastic change imposed the need for automation in call center software to reduce call volume and other workloads. This not only ensures that in any similar situations all customers will get catered without any hiccups, but it will also ensure many other benefits related to an increase in ROI.

Many call center software providers as we acted quickly to ensure our call center solution or hosted call center solution users do not face any challenges. Along with a flawless work from the home model and many other automation features; from integrating major communication channels and other platforms within call center software for adding automation in multiple other ways has benefited businesses and call centers in multiple ways.

Here are some of the major advantages of call center automation we have introduced in our call center solutions:

1. Saved resources

Automation, whether 100% automated operations or partial automation, helps in ensuring that the involvement of agents and other manual resources can be nullified or minimized. This helps in saving a lot of time of manual resources, so they can work on other crucial and complex cases, calls, and operations. Along with the time, it also helps in saving many other resources, which further benefit in saving money and reducing expenses of the users of call center automation.

2. Increase first call resolution rate

Call center automation features are designed in a way that the call center software itself can listen to the customers’ concerns and give the required resolution of his or her concerns. If the solution cannot be found by the call center software, then it transfers the call to the agent. A majority of cases can be resolved by the call center automation features. Therefore, the first call resolution rate can be increased. If you are using an omnichannel call center solution, the first contact ratio will be increased. In both cases, the FCR will also improve customer satisfaction and customer loyalty.

3. Better call center management

When call load and the number of customer queries on other platforms reduce, the complexities related to call volume management and management of a team of agents also reduce. This ensures better call center management and higher efficiency and accuracy.

There are many more advantages of introducing automation in a call center to increase ROI (Returns over Investment) and leveraging many other advantages.

Book a free demo to explore all automation and other features available in the call center software offered by us and learn how it can benefit your business.

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A Guide to Start a Call Center in the Philippines

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As per a survey result shared by HubSpot, “More than 50% of consumers still use phone calls as a primary method of communication to reach out to service or support team”. This proves the worth of a call center solution and a call center even in the era of too many communication channels. It doesn’t mean other communication channels like WhatsApp, social media, chat, email, SMS, etc. are not useful. An omnichannel call center solution is very much useful for call centers, but running a call center with a team of agents is not yet out of business. You can still launch a call center and become successful.

If you want to start a call center in the Philippines, here is the complete guide to follow.

1. Define the type of call center

A call center can run inbound, outbound, and blended campaigns. But, there are also options for running any one stream of the call center. For example, you can run a customer service center using inbound call center solution features or you can run telemarketing or cold calling campaigns using an outbound call center software. Instead of trading on multiple things, you can focus on any one thing to become a pro at it.

2. Decide call center software model

One thing is very clear, regardless of the model and features of a contact center solution; you must use a call center solution Philippines. It will have all the major features that call centers in the Philippines require.

There are two types of call center software models:

Both have their own pros and cons. Depending on your initial budget, feature requirement, market competition, future plan, etc., you can choose the right model.

3. Get the right integrations

Your call center must need more tools other than a call center solution Philippines. For example, a CRM system or an IP PBX solution might be required to support operations. Instead of using each of these tools as independent software, you must invest in integration, so you can save time and maximize resource utilization.

4. Check regulatory restrictions

In different countries, setting up a call center can be a different process. Different countries may have different legalities and telecom rules, which are subjective and likely to change anytime. Thus, it is necessary to research the legislation before launching a call center. Also, explore details related to wages, labor law, etc.

5. Hire a talented team

The final step is getting the right team that can use the best call center software at its best and delivers exceptional results. Even if it needs you to invest a little higher amount, it is necessary to get an experienced and talented team. It can help you boost your business success within a small time frame.

This is a complete guide that you can follow to launch and run a successful call center in the Philippines. We offer the best tools and services like a call center solution, call center integration, strategic support, etc. to help businesses that want to start a call center in the Philippines. We can help you, too. Contact us to start the discussion.

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Major Challenges Faced by Healthcare Industry without a Contact Center Solution

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Major Challenges Faced by Healthcare Industry without Contact Center Solution

The healthcare industry is one of those industries that are early adopters of technology tools. Technology has empowered many tools and one of them is a communication tool. A contact center solution is one of the most advanced communication tools. It has many utilities and applications in the healthcare industry.

Case study, one of the leading hospitals got benefited by using a contact center solution

7 out of 10 hospitals have started using the contact center solution to leverage several advantages. However, still, some healthcare departments or organizations don’t use the contact center software.

Let us share the major challenges that the healthcare industry faces if it does not use the contact center solution.

1. Lost leads

  • The traditional telephony system has a limitation: with a single number, only one call can be attended. The rest of the callers will listen to the busy tone and are likely to hang up the call.
  • The big healthcare organizations usually don’t allow their representatives or receptionists to use a mobile phone to attend patient or customer calls.
  • If a contact center solution is not used, then all calls received while the representative was on another call are missed. There is no reliable way to track those numbers and give them a callback.

2. Lack of monitoring tools

  • A contact center solution offers a range of monitoring tools to the healthcare management, such as barge-in, whisper, live call statistics, performance reports, etc.
  • All the features of the contact center solution allow healthcare management to make sure that healthcare agents are focusing on delivering professional and empathetic responses to the patients or customers.
  • The traditional telecommunication solutions don’t provide this facility, which makes it challenging to assure better productivity as well as better services by the healthcare agents.

3. Lack of the most needed call controls

  • The contact center solution provides an IVR feature that not only auto attends the call, but also keeps the caller engaged until he is connected to the agent.
  • The contact center software also makes sure that all calls are connected to the right agents, so the patient experience can be improved.
  • Other than call routing and auto attend, this software also offers major call controls such as call mute and un-mute, blind call transfer, attended call transfer, etc. All these features help in delivering better patient care and customer experience.
  • The traditional system does not offer any of these features and therefore, it often creates major challenges for the healthcare industry.

4. Workforce management

  • The contact center solution shows reports that can give details about call volume, average call waiting time, etc.
  • All these KPIs can be used to define the required workforce in a specific shift so workforce management can be done more accurately.
  • Without a contact center solution, it is difficult to manage the workforce efficiently for a healthcare facility.

These are the major and crucial roadblocks the healthcare industry faces without a call center solution. There are some more communication tools that empower the healthcare industry along with a contact center solution. Explore our range of healthcare communication tools.

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AI Voice Analysis – The Secret to Boost Agent Performance

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AI Voice Analysis - The Secret to Boost Agent Performance

Artificial Intelligence (AI) has been empowering the call center industry with its incredible call center automation capabilities. The AI voice analysis for call center is one of the popular AI tools available for call center solution users. This tool helps in improving customer experience, the standard of customer services, and the quality of services. These are the known benefits of the AI voice analysis tool for call centers. But, do you know that this AI call center solution also helps in boosting agent performance and productivity?

Let us share more about the role of AI voice analysis in a call center to boost agent performance.

1. Call scoring helps to boost performance

The first and foremost feature of an AI call center solution with voice analysis capability is scoring all calls based on predefined performance criteria. This gives a clear hint on poor-performing agents, so they can be further trained or coached to perform better. It also shows high-performing calls with higher scores. These agents can be awarded or recognized for a good job to encourage them and other agents to perform better with higher efficiency and productivity.

2. Context-driven agent training

The advantage of AI voice analysis for call center solutions not only gives the score, but also shows exact concern areas. For example, if there are some minutes in the call when agents have been silent or over-talked, then that will be highlighted. Each issue will be highlighted with an exact timestamp in the voice analysis graph for each call.

Supervisors can use this information to train agents with the exact examples and context. This can benefit supervisors to give more specific training. On the other hand, it helps agents to learn based on context and improve their performance.

3. Improve performance beyond words

In most call centers, the only values measured to assess performance are the KPIs (Key Performance Indicators) shown in the call center solutions. However, AI voice analysis for call centers goes beyond those mere numbers. It detects and displays the sentiments of customers during different moments in a call. This can help supervisors to focus on improving performance beyond spoken words. Supervisors can train agents to react cautiously based on the emotional state of a customer, which can directly impact verbal signs and other KPIs.

4. Continuous learning and improvement curve

Unlike group training in call centers, AI call center solution opens the doors for ongoing training based on individual performance. This can help agents to constantly evolve their ways of communicating with clients and excel in their job.

These are the top 4 ways that help agents directly to improve individual performance and productivity on an ongoing basis. From verbal to nonverbal signs can be captured to cater to clients with better and more reliable services. This way, the AI voice analysis tool helps in boosting individual and overall agent performance and productivity.

Are you interested in experiencing the difference on your own? Book a demo and free consultation. For more details, contact us NOW!

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How to Transform Your Call Center Digitally?

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Tips to Transform Your Call Center Digitally

Digitization is not just a trend; it is a whole wave that has touched all industries and each individual in the world. More than 50% of businesses across the globe in more than 78% of industries have started using digital solutions and adopting 100% digital operational models.

Call centers have been using the best call center solutions and running their inbound, outbound, and blended campaigns digitally. With the technological shifts and multiple other advantages, more options to transform a business digitally are available for call centers.

If you are using traditional call center software or if you have not yet moved your call center digital at all, here are the top tips to follow to transform your call center digitally.

Cloud call center solution

A cloud contact center solution should be your first choice if you want to transform your call center digitally. The cloud contact center software will eliminate the need for physical space, server, wiring, etc. It will set up the call center solution in the cloud space. Moreover, you can let your agent work remotely by accessing this software.

Omnichannel call center software

Along with using a digital approach to set up your call center solution, you must also adopt digital channels for your software. All digital communication channels and platforms used by the top businesses have to be part of your call center solution. The software for call centers with unified communication support is known as an omnichannel call center solution. To deliver a digital customer experience, your omnichannel solution must-have social media, WhatsApp, video call, chat, SMS, email, voice call, and fax support.

AI voice analysis

Digitization helps in optimizing and automating processes. The call center software providers add multiple features and add-ons to support automation and optimization. The AI voice analysis for call centers is one of the must-have tools for your contact center. It will automate the whole process of analyzing all calls and quality assurance. It has an array of features to benefit call centers in the process of increasing the quality of service and quality of the call.

Integrations

Digitization helps in benefiting call centers to use a comprehensive and all-inclusive call center solution. You can take the help from a call center software provider to integrate all solutions you use for your business. For example, if you are using a CRM system along with a call center solution, you must invest in call center CRM integration to use an integrated platform. This comprehensive system will eliminate repetitive and monotonous jobs. Moreover, it streamlines all operations. If you are using the right call center software, you can integrate any other software or API with that platform.

The top technology tools can simplify your journey of transforming the call center digitally. We are one of the leading call center software providers that offer the best call center solution along with multiple other tools, technologies, and services. We can provide the best and most comprehensive digital solution, as well as, help you move digital using call center technologies. Contact us to discuss your requirements and book a free demo of our digitized contact center software and tools.

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