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Category Archives: Click2Call

Call Centre Shrinkage Can Shrink Your ROI

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Call Centre Shrinkage Can Shrink Your ROI

Call shrinkage is one of the most important KPIs, which needs to be monitored. However, often call centers ignore or unknowingly avoid keeping eyes on this KPI. This performance indicator is more crucial because it directly affects your Returns over Investment (ROI). In this blog post, you will get answers to the following questions:

  • What is call shrinkage?
  • How call shrinkage hampers ROI?
  • How to control call shrinkage?

Please note, to measure, compare, and improve this KPI, you need to have the value in percentage, means ratio.

What is call shrinkage?

It indicates how many agents out of the total agents are actively attending calls through call center solutions. Here is how you can measure this:

Shrinkage in percentage = (Total agents * Agents taking calls) / 100

Example:

Out of 100 hired agents, only 80 agents are taking calls, it means 20 agents are not available. This is your shrinkage ratio. Here unavailable agents could be unavailable due to any of the following reasons:

  • Agents are on break
  • Agents are in meeting, training, or conference
  • Agents are on leave
  • Agents are idle for any other reason
  • And more

How call shrinkage hampers ROI?

In multiple ways, it hampers ROI. Some of them are listed below:

  • It delivers reduced productivity compared to what is expected
  • It increases the waiting time in the call queue
  • It can result in a shortage of skilled customers
  • It increases the burden and cost of workforce management
  • It increases expenses

How to control call shrinkage?

As you understand that call shrinkage directly reduces ROI, you definitely want to increase the value to improve ROI. Here are some tips to follow based on some of the major reasons behind call shrinkage.

1. Not having awareness of call shrinkage importance

Many call centers do not consider this important KPI, which can be monitored manually or using a call center solution. Therefore, the first thing is to understand that this is an important KPI. All supervisors also need to know they have to work to improve this KPI.

2. Training, breaks, and conferences

One more common reason behind call shrinkage is time spent on training, breaks, conferences, etc. To improve the call shrinkage ratio, you can apply these tips:

  • Define break times and break limits for each team and agent. So multiple agents do not go for a break at the same time, which can drastically hamper call shrinkage and performance.
  • Arrange short training and conferences. If possible train in real-time. Managers can use call center software features to train agents in real-time.

3. Unplanned leaves

Unplanned leaves can also cause major challenges related to workforce management and major call shrinkage. Therefore, keeping freelancers or available on-call agents available is necessary. Moreover, imposing a strict leave policy to ensure nobody takes unplanned leave until and unless it is unavoidable.

Our call center solution lets you monitor the entire important call center KPIs. To know more about our call center software, which is available as a cloud, hosted, and license-based solution, 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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How Payment Utility Benefits Collection Companies?

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Payment Utility Benefits Collection Companies

Collection companies use call center software to run their campaigns in which they call customers to pay their EMI for an ongoing month as well as any of the pending EMIs from the past months if there are any.

The agents keep on going through contacts and using a call center predictive dialer or any other dialer of the call center solution to keep on calling customers until they make a payment. Generally, when the agent talks with the customer, the customer may give a promise to pay, also known as PTP, on a specific date or request to call back later at a specific time.

Some advanced call center solutions generate a callback as per the scheduled time and in other cases, the agent has to manually generate the call. Also, at the end of the call, the agent needs to write disposition message that gives a hint of the conversation done with the customer.

This is indeed a tedious process and it doesn’t stop here. Sometimes, it happens that the agent calls the customer who has already paid an EMI. In this case, either the customer gets frustrated or finds this behavior irritating.

This increases customer dissatisfaction. On the other hand, the call center dialer, other resources and time of the agent are completely wasted on this type of call where EMI is already cleared. Generally, with the traditional call center solution, the agents or supervisors manually update the contact list.

They manually screen the numbers and remove the numbers for the customers that have cleared payment. Then, they upload this updated list and again use the call center predictive dialer, or any other dialer to run the campaign of collection.

The traditional call center software doesn’t have personalization to help collection companies. But, DialShree has!

DialShree has developed a payment utility function and collection module which can be integrated into the DialShree or VICIDial.

How does payment utility resolve all above mentioned concerns?

The payment utility of the collection module has provisioning of triggers which can be a disposition such as EMI paid or payment date or payment history or a customer trigger. Whenever a trigger specifies that the EMI is already paid by the customer, the call center software itself filters that number. It saves a lot of time and also possible errors of calling customers that have cleared their EMIs.

The payment utility can also be customized to meet the specific need and the business model of the collection company by our experts.

The payment utility is just one out of the many features available in the collection module developed to be integrated into the call center software solutions for collection companies.

You can read guide on the collection module for call center solutions

If you are looking for more details or want to buy this module, contact us.

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Click to Call – A Must for Financial Services

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According to a survey commissioned by Google, 61% of mobile users use click-to-call service for changes in their bank accounts.

The survey also pointed that out of the seven verticals, mobile searchers used click- to-call mostly for Financial Services. But have you ever wondered why are mobile searchers using click to call when they could visit the company website or use email or even chat?

Research conducted by Ipsos for Google found that for every 6 out of 10 mobile searchers (59%) felt the need for speed that motivated them to use click to call while 57% wanted to talk to a real person and 54% said they needed additional information which the website wasn’t providing them with.

The above results only re-instate the fact that click-to-call is the most important service used by mobile searchers when hunting for any financial service. It is one of the most crucial features offered by a bank or financial institution.

Despite the development of technology and all the online help that a financial organization provides, it’s clear from the findings of Google that “driving phone calls should still be a priority for businesses in every industry,” as Google’s mobile marketing manager, Adam Grunewald puts it.

Time and again it has been proved that customers still want a one-to-one interaction in real time with the service providers and when it comes to financial transactions, none of the clients want to risk it. And we, at Elision, have efficiently realised the growing need of click to call service by offering a smart Click2Call solution.

Customers look to real time solution and clarification to all their doubts. It has been seen that click to call not only improves your brand but also increases your customer-base. It helps to establish a relationship between you and your customer. Lack of a call option can frustrate a customer and is less likely to refer your financial services to others.

Advantages of Click-to-call Service:

  • Click to Call is the best way to reach the visitor while he is at work
  • It responds in real time to queries of customers
  • It helps build the brand image by providing with high-quality service
  • Helps in improving relationship from being a virtual to a real friend
  • Smart business through click to call service has helped spreading the word of good service

Business Case for Click2Call Service:

  • Click2Call can be used in CRM for securing Phone Numbers from entire staff
  • Each calls dial to customer from CRM via Click2Call will be recorded
  • It can be integrated with any 3rd Party CRM via WEB API URL
  • Sales team can connect to customer directly from CRM with single click

How to set up Click2Call service:

The Elision Click2Call service is very use to use. The button can be placed on the site from where customers can make a direct call or request a call back. In some cases, the customer needs to fill a simple form to request a call back. By installing the Click2Call, the need for additional hardware also diminishes.

The average waiting time of customers also gets eliminated as one can request a call back at his or her convenient time. Our service at Elision Technologies Pvt. Ltd also conveniently integrates the knowledge base which helps solving queries quickly. The tailor-made solution of Elision can be integrated with financial infrastructure namely, customer database, CRM systems and payment system.

So what are you waiting for? Go for our Click2Call service and covert your visitors to clients.

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Click2Call Service – A Breakthrough Technological Leap in The Domain of Web Connectivity

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Technological advancement is for the betterment of mankind. Click2call is one such revolutionary leap which is investing authoritative powers in the hands of the consumers.

The Technology:

  • You put a link on your website
  • After navigating through your site, if the consumer feels the urge to learn more about the product/ service being offered, he would press the click2calll button.
  • The feature would provide click-through connectivity from the site allowing the consumer to directly chat with the call center representative. As soon as the consumer keys in his contact number, the call center staff would start a call with him/ her
  • The service allows bridging of 2 mobile numbers as soon as the recipient accepts the call request

Sterling Features of the Service:

The click2call service is a breakthrough in terms of new generation connectivity. The service dials both the users interested in starting a conversation. As soon as the call recipients answer to the call, the service initiates web based vocal connectivity between them. Both the parties can then carry on with the conversation for the interested length of time.

There are umpteen number of superlative features associated with this service.

  • As an implementer of the service, you have the independence to choose the nature of click2call interface that would best complement your offered services/ products.
  • The phone numbers to be used with this feature are not dictated by the interface. The implementer can exercise his discretion regarding choosing the numbers that would be dialed once the site visitor keys in his/ her contact number in the web interface. There is absolutely no restriction regarding the numbers to be used.
  • The application programming interface (API) link would have to be integrated in a simple manner before the service can be used in its entirety. This is mandated by the fact that click2call feature is hosted as SAAS or Software as a Service model.
  • The underlying HTML code that is used for integration of the API is simple and does not involve complex coding of intricate nature. The in-house software team can easily master the process and implement the same for an existing site.
  • Click2call feature allows seamless routing of calls to any phone number irrespective of the nature of service provider and coverage of geographical locations.
  • You can track and subsequently analyze the calls to gain insights by using the easy history and statistics section which has comprehensive reports pertaining to the call history and other parameters.
  • Even if your organization is battling out the survival war on a shoe string budget, you can afford this revolutionary service. This is brought about due to the fact that you are not required to invest a single penny on setting up of elaborate infrastructure i.e. hardware or software.

You can get in touch with Elision reps to learn more.

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