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Category Archives: Call Center

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Omnichannel Contact Center Best Practices to Deliver Better Customer Experience (CX)

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Omnichannel Contact Center Best Practices for Customer Experience

Omnichannel contact center solutions have an immense potential to benefit customers with their powerful features. To take complete advantage of this software, businesses need to follow some best practices.

In this blog post, we will talk about major best practices that you must follow to deliver a better customer experience (CX) using an omnichannel contact center solution.

1. Map the customer journey

The first rule to follow for the omnichannel call center is to map the customer journey. Usually, more than 70% of customers follow the same journey. They either call directly on support number or request a callback or use instant messaging. For follow-ups, they use SMS or web tracking information. It means by looking at the common customer behavior, the call centers can create a customer journey. This information can help in creating a better customer care plan.

The omnichannel call center solution offers an array of reports that can be used to identify common customer behavior, so customer journeys can be mapped.

2. Use omnichannel communication sparingly

One of the major advantages of using an omnichannel contact center solution is that it lets call centers reduce the volume on a single communication channel. It is necessary for call centers to take advantage of this fact. The best practice here is, guide and encourage customers to use the right communication channel depending on the nature of their issue. Do not force customers to use one or two communication channels. Take advantage of the full potential of an omnichannel contact center solution by distributing customer volume on different unified communication channels.

3. Use customer profiling feature

It is a unique feature available in advanced omnichannel contact center software like DialShree. This feature provides a complete mapping of all interactions of a customer with a call center. It shows a brief of all conversations, mode of communication, conclusion, time and date, and all other details. An agent can view these details during a live call or after that. This feature is very useful to deliver an exceptional customer experience (CX) in an omnichannel contact center.

4. Give extra attention to social media

People use social media platforms quite commonly to share their anger. This is the reason an omnichannel contact center solution supports Facebook and Twitter as one of the unified communication channels. The omnichannel contact center needs to pay extra attention to deliver a better customer experience (CX). Instead of putting any agent to handle social media DMs and comments, put someone experienced handling these platforms that can be professional and polite.

5. Be consistent across all communication channels

The omnichannel contact center needs to be consistent across all communication channels to deliver an excellent customer experience (CX). Give a uniform experience to customers across all channels to build a positive and strong business brand. Well defined training, usage of templates, etc. can help in achieving this.

These are the top 5 best practices to follow in any omnichannel contact center to deliver a better customer experience (CX).

If you are looking for an omnichannel contact center solution, contact us NOW!

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How Does Sticky Agent Benefit Call Centers?

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Benefits of Sticky Agent

A contact center solution offers an array of features to call centers that use this software. Each feature has some use cases and benefits. In this blog post, we will talk about one of the most important and useful features, called a sticky agent.

What is a sticky agent?

It is one of the call routing features available in the contact center software. This feature routes a call of a customer to the same agent every time, the customer calls. It means the customer gets connected to the same agent every time he seeks support. (more…)

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How Does Skill-Based Call Routing Benefit Call Centers?

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Skill Based Call Routing Benefits Call Centers

Call centers can be inbound, outbound, or blended. Usually, a call center solution supports all types of campaigns. However, depending on the nature of business, call centers usually use some features more than others. Automated call distribution (ACD) rules are one of the features available in the contact center solutions and are more commonly used in inbound call centers.

A contact center solution can support multiple automated call routing rules and one of them is skill based call routing. In this blog post, we will share more details about how skill based call routing rule benefits call centers. (more…)

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We Have Launched Communication Tools for Banking Industry

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We Have Launched Communication Tools for Banking Industry

We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.

Some of the major FINtech organizations are listed below:

  • Banks
  • Robo-advisors
  • Insuretech
  • Crowdfunding platforms
  • NBFCs (Non-banking Financial Companies)
  • And more

(more…)

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KPIs to Monitor Performance of a Cloud Call Center Solution

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Cloud Call Center Solution Performance KPIs

Cloud call center solutions or on-premises call center solutions, it does not make any difference to customers. However, it can positively impact call centers. Both, on-premises and cloud call center solutions have their own advantages and disadvantages. As cloud call center solutions are gaining more popularity because of added flexibility shared by this type of software, we will cover it in this blog post.

To help you assure you are receiving maximum returns from your cloud call center solution, we will share some major KPIs. You must measure these KPIs to review and enhance the performance of your team and call center solution, as well as, leverage several other advantages.

KPIs (Key Performance Indicators) that you must measure in a cloud call center solution:

1. Service Level Agreement (SLA)

There can be different types of SLA in a call center. Number one is the uptime of the software. Your cloud call center software must have 98% or more uptime SLA. If it is not, you must change the provider. Another SLA is the number of calls handled within working hours or a specific timeframe. This shows how productively your agents perform.

2. Customer Satisfaction Score (CSAT)

It is another important KPI that any call center that uses a cloud call center solution or on-premises contact center solution must measure. This score shows the percentage of clients that are happy with your offerings and services. You can run a survey using your cloud call center solution to collect feedback from customers to define CSAT. You can also measure other KPIs that can also give a hint of customer satisfaction rate. Some of the KPIs that show customer satisfaction are as below:

  • First Call Resolution (FCR) rate
  • Average call handling time
  • Average call transfer rate
  • Average call hold time
  • Average contacts to get a resolution

3. Customer churn rate

This is another important KPI that needs to be managed by your call center. The customer churn rate defines the number of customers you are losing in a predefined time period. This can be possible for multiple reasons such as:

  • Bad quality of product
  • Poor customer support
  • Poor post-sales support
  • Poor retargeting strategy
  • And more

It is necessary to focus on this KPI to make sure you increase CSAT and increase customer loyalty, too. Increased customer loyalty defines increased revenue.

4. Agent performance metrics

Agents not only use the cloud call center solution, but they are also responsible for improving or degrading the value of other KPIs. Therefore, it is necessary to monitor their performance via major KPIs such as:

  • Average speed to respond
  • Average call handling time
  • Average call abandoned rate
  • Average after call work time
  • Occupancy rate

These are the top performance indicators that can define whether your agents perform productively or not and whether they are taking advantage of your cloud call center solution or not.

We offer on-premises and cloud call center solutions. If you are interested in using a cloud call center solution for your call center, we have some interesting deals for you. Contact us for more details.

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How Can DialShree Help in Increasing Debt Collection for Healthcare Industry?

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DialShree Helps in Increasing Debt Collection for Healthcare Industry

People are more conscious about their health nowadays. People invest in health insurance, Mediclaim, etc. People also get regular body checkups to stay healthy and fit. Moreover, the healthcare industry has become quite advanced now and therefore, there are many offerings along with traditional healthcare services. From annual health checkup plans to cosmetics, healthcare membership, and many other healthcare products are available for regular customers.

In this case, often debt collection becomes an important job in the healthcare industry. We offer a contact center solution, which is popularly known as DialShree. This software is one of the most advanced call center solutions that can be used to enhance different unified communication-related operations in businesses.  Along with this contact center solution, we also offer a collection module as an add-on that can be integrated into the DialShree: contact center software with call center collection module integration. This integrated solution can help the healthcare industry to increase debt collection.

Let us share how:

1. Classify customers

The leads aka customers can be classified into different groups, commonly referred to as buckets. The customers can be classified and grouped based on their payment patterns, total debt, missed EMIs, etc. The classified groups can help a healthcare organization to create custom collection campaigns with custom scrip, auto dialer, etc.; put agents depending on the required skills to handle that group of customers, and make other decisions to run a custom and successful campaign for each group. This can help in increasing debt collection for the healthcare industry.

2. Payment utility

The collection module integrated into the DialShree: contact center software with call center collection integration provides some unique features related to collection campaigns. One of the most important and unique features available in this collection module is the payment utility. This feature performs multiple jobs. One of them is filtering leads based on their payment status. It means if a customer has already paid for its healthcare product and its lead is in the group because the group was created before the payment is made, the payment utility feature will skip the customer from its auto dialing list. This will not only save the time of agents from calling someone who has already paid his/ her debt, but it will also contribute to a better customer experience.

3. Customer dispositions with validation

The contact center solution with an integrated collection module will provide custom dispositions related to collection campaigns such as a promise to pay. The custom disposition will save the time of agents from writing the disposition manually. Along with customer dispositions, there will be some validations. For example, if the customer has given a promise to pay, then the agent will need to write the date on which the customer has promised to pay. Without writing that date, the contact center solution will not let the agent move to the next lead.

This is how DialShree, a contact center solution with an integrated collection module can help the healthcare industry to increase debt collection. Let us share more in detail along with a complete walkthrough of DialShree and the collection module. Contact us to book a demo and a discussion call.

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Guide on Effective Call Center Optimization

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Guide on Call Center Optimization

Call center optimization is necessary to improve performance, productivity, customer satisfaction, business, revenues, etc. Along with the best call center solution and skilled agents, a strategic approach is a must for call center optimization.

In this blog post, we will share a complete guide on effective call center optimization.

1. Define KPIs

Call center optimization is nothing more than the improvement of different aspects in a call center to optimize operations, policies, and overall performance to increase ROI (Return over Investment). For call center optimization defining KPIs (Key Performance Indicators) is necessary. Depending on the major operations and aims, a call center should define the KPIs. For example, call centers focusing on customer experience should define KPIs related to customer experience like first call resolution, abandoned rate, etc. While the call centers working on collection campaigns must focus on KPIs like average time to answer, average call duration, number of PTP, etc.

2. Define policies to improve KPIs

Once the KPIs are defined, call centers can define different policies to improve the defined KPIs. For example, the call centers working on collection campaigns can get call center collection integration and ask agents to use that for call center optimization. A call center focusing more on customer experience can recruit more agents to deliver a better customer experience. Other than this, the call script can also be customized depending on the KPIs.

3. Monitor and optimize

Once the policies are defined and conveyed to agents, it is necessary to monitor KPIs. The reports available in a call center solution can help in monitoring a majority of defined KPIs. A call center can also get customization to add more reports or graphical reports to simplify KPI monitoring. For example, if you are using an open source call center solution, VICIDial, then it does not have graphical reports. You can invest in VICIDial customization to add graphical reports. Once you have all the reports to monitor performance, you should also invest in the optimization process. For example, if you are using a VICIDial solution, you would not find some important features. You can take the help of VICIDial experts for VICIDial customization to add more features to this solution. You may also need to run some training programs to train agents as part of call center optimization.

4. Keep upgrading

The technology tools and team both need upgradation at a regular interval to improve performance. It is part of call center optimization. For example, if you are using a VICIDial solution, it is time to get an omnichannel contact center solution as that provides a competitive edge. Your agents need to work hard for better performance and for that their knowledge and skills need to be regularly upgraded. In a nutshell, keep upgrading your team, omnichannel contact center solution, and other things in the call center for better optimization.

These are the major tips that you can use for call center optimization.

We offer tools like an omnichannel contact center solution, CRM software, VICIDial customization, call center collection module, call center CRM integration, etc. If you are looking for any of these solutions or services, contact us.

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Tips to Train Work from Home Agents

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Tips to Train Work from Home Agents

Virtual call centers are increasing because of a plethora of advantages available to them. Technology tools have been supporting the work from home models for call centers. Some innovative tools such as the Work from Home add-on are also introduced to empower call centers that offer a work from home option for their agents. A cloud call center solution has been in the market for some years to support secure access to the call center solution for remote call centers.

Along with the right technology tools, the remote call centers should also focus on designing the right agent training program. Let us share some of the tips to train your work from home agents.

1. Train agents to use work from home tools efficiently

Nowadays, easy-to-use technology tools are available in the market. A cloud call center solution will have easy to use user interface. The omnichannel communication tools will be integrated within the cloud call center solution, so agents will find them as one of the integrated features. Likewise, the work-from-home add-on is also very easy to use.

Still, giving a walkthrough of software and details of standards to use the cloud call center solution, work from home add-on, etc. can be beneficial to implement a standard working procedure for a remote call center.

2. Define regular training programs

In many call centers, training is considered a one-time process, but agent training has to be regular and recurring. Of course, it is not necessary to repeat the same thing again and again. However, covering different aspects of emotional engagement with customers to effective cold calling tricks, interpersonal skills, calling etiquettes, so on and so forth should be covered in training programs. Keep enhancing the knowledge of agents, so they can enhance their performance and improve productivity.

3. Give personalized training

Usually, the call centers focus on common training, which is good in some cases such as giving training on a call center solution. It has to be common as all agents need to learn the same thing. However, different agents can have different weak points in a remote call center environment. In this case, grouping agents according to the challenges they face and providing personalized training can help in improving the results of training. The cloud call center solution can provide the required details to group agents as per their performance.

4. Keep training material available for future use

Agents are likely to forget what they have learned in the call center training sessions. Therefore, it is recommended to let agents refer to training material in the future. The training sessions and material can be recorded and placed on the cloud and let work from home agents access it whenever they need it.

5. Engage agents

A majority of training programs for work-from-home agents don’t give expected results because call centers don’t engage agents during and after the training sessions. Ask questions, take feedback and comments, and in many other ways, try to engage agents in the training sessions, to increase returns and results.

These are the top tips to implement to give more effective training to work from home agents.

If you are looking for a cloud call center solution, work from home add-on, or any other software, then contact us.

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Tips for Inbound Call Center Agents to Improve Performance

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Tips for Inbound Call Center Agents to Improve Performance

Call center solutions support all types of campaigns:

  1. Inbound
  2. Outbound and
  3. Blended

Depending on the major functional area, a call center can have either inbound or outbound operations. In both cases, agent performance matters. In this blog post, we will share the top tips to improve agent performance working in an inbound call center:

1. Get familiar with the call center solution

A call center solution plays a major role in any call center. Different features of this software help agents to perform more productively. Usually, all call center solutions are similar, but still, UI and some features would be different from one call center software to another. Therefore, even if you are an experienced agent, it is necessary to be familiar with your call center software.

2. Ask management to get call center CRM integration if your call center does not have it already

Inbound call centers often handle customer queries and concerns. In this case, having information about the customer can help agents in delivering personalized responses and give a quick resolution. The call center CRM integration integrates the CRM popup into the call center software. Therefore, agents can see more details about the customer within the call center software during a live call. This can help agents to perform confidently and in a better way. If your inbound call center solution does not have an integrated CRM system already, then it is good to ask management to get it.

3. Listen to your call recording

Self-assessment and improvement are the best ways to improve performance for agents. Almost every contact center solution provides call recording as one of the basic features. However, call recording files are available to supervisors only. If you want to improve your performance, you can ask your supervisor to provide all your call recording files to you. You must also listen to these files as you will be able to find your mistakes and you can correct them to improve your performance.

4. Be a good listener and talk to the point

In any call center, this is the first thing taught to agents. It is necessary to listen to the customer. Never interrupt a customer as it can make them even angrier. Another thing to keep in mind is to be precise and quick while responding. These two characteristics can help you reduce overall call duration. Moreover, it can help you reduce or at least not add up to the frustration of customers. This will boost your morale, so you can perform better.

5. Always wrap up the call

The call wrap-up here doesn’t mean to add disposition at the end of the call in the call center solution. Of course, that is important and necessary. However, what is even more important in an inbound call center is, repeating the conclusion of the call at the end of the call. This will keep the customer informed and make it easier for you to follow the wrap-up in the next steps or forward the issue to the right team.

These are the top 5 tips for inbound call center agents to improve performance.

If you are running an inbound call center and you are looking for reliable tools and services such as call center solution, call center CRM integration services, etc. then we can help. Contact us to discuss more.

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Tips to Define an Effective Call Center Management Strategy

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Effective Call Center Management Strategy

Customers first contact a call center as part of the standard to discuss their needs and issues. More than 50% of communications are still phone calls in any call center. Therefore, it is necessary for a call center to define and execute an effective call center management strategy.

Here are the top 5 tips that can help you define an effective call center management strategy:

1. Hire experienced agents

If you have a team of experienced agents, then half of the job is done. Even if you are going to have an onboarding and training process, it is necessary to hire skilled and experienced agents. This will not only reduce training efforts, but will also help in effective call center management.

2. Get the omnichannel contact center solution

Even if more than 50% of interactions are via phone calls, it is necessary for a call center to get an omnichannel contact center solution. Customers demand multiple communication channel support. For effective and seamless management of a call center, it has become inevitable to get an omnichannel call center solution.

3. Analyze key performance indicators (KPIs)

To review the effectiveness of your call center and your management strategy, it is necessary to focus on analytics. The call center solution shows a wide array of reports and each report has some KPIs to share. To define and fine-tune an effective call center management strategy, it is necessary to analyze major KPIs.

4. Take feedback from the team

Your agents and supervisors work with the customers. Moreover, they use an on-premises or cloud call center solution. They can give better and precise feedback to improve or define an effective call center management strategy. For example, taking feedback on the major challenges your team face while handling customer queries can help you define a better customer care strategy. The feedback can also be related to the technology tools. For example, if you are using a call center solution with only voice call support and your customers demand WhatsApp support, too, then you should plan to invest in call center WhatsApp integration. This is an important part of call center management strategy.

5. Focus on workforce management

The on-premise or cloud call center software also shares details related to agent performance and productivity vs. customer experience. If you see your customers are suffering and your agents are struggling, then the best option is to increase the number of agents in the team. The analytics shown in a call center solution can also be used to identify in which shifts call volume is higher and more agents are needed. Workforce management is an integral part of call center management and focusing on that can help in devising an effective call center management strategy.

These are the top tips that a call center must follow to define and fine-tune the call center management strategy.

If you are looking for help related to the unified communication tools for a call center such as a call center solution, custom call center integrations, etc., contact us.

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