Collection Analytics That You Must Know
Collection agencies specifically work for debt collection to collect EMIs for loans, credit card bills, mortgages, etc. Along with having skilled agents, the collection companies also need the best tools such as a contact center solution.
The contact center solution offers features like predictive dialer, lead grouping, etc. to speed up the process of collection calls. However, still, this is not it. The collection companies will also require add-ons. We have developed a specific add-on, called the collection module. Read More
How to Handle Call Overflow in Call Centers?
Call centers usually handle inbound, outbound, and blended campaigns. In the case of inbound calls, the calls are related to customer support, inbound sales leads, etc. In these cases, the call centers have to make sure that the users get attended to and answered as soon as possible. Also, the callers get satisfactory responses.
Sometimes, the call volume increases suddenly. It may increase for the long term or it can be a seasonal spike in the call volume. In any case, it is necessary for a call center to handle the call overflow professionally to avoid customer dissatisfaction. Read More
Tips to Reduce Agent Burnout in Call Center
Agents are considered success drivers in any call center. Agents directly interact with customers and they are the real brand presenters. The latest technologies have introduced call center automation. However, the fact is human agents are still needed and will be needed. The call center software or artificial intelligence technologies cannot replace manual resources. But, the good news is that these technologies can help in improving the performance of agents. Read More
Omnichannel Contact Center Best Practices
The omnichannel call center software is now used in almost all industry verticals. It has several advantages to offer such as:
- Increased reach
- Increased agent productivity
- Improved customer satisfaction
- Enhanced branding
- Increased ROI
- And many more
Many call centers use an omnichannel contact center solution. Read More
Healthcare Call Center Best Practices
Patient care also includes a quick and on-time response. Therefore, the healthcare industry has started using different technology tools. There are several communication tools for the healthcare industry available. One of the most popular communication tools available for the healthcare industry is a call center solution. The healthcare organizations or third-party call centers that offer communication services to the healthcare organizations use a call center solution for the healthcare industry. Read More
First Call Resolution and Its Benefits
The call center industry uses multiple acronyms and one of the most popular acronyms is FCR. FCR stands for First Call Resolution. In this blog post, we will discuss FCR and how it works. We will explore the major advantages of FCR.
What is FCR?
If a customer gets a resolution to his/ her query within the first attempt, it is called first call resolution. It means the customer called to get the query resolution and within the first call, he/ she got a satisfactory response. Read More
Contactless Contact Centers: Everything You Need to Know
With the changing dynamics in the industry, many things are getting changed, too. From the COVID 19 pandemic to changing user behavior, advancements in technology, challenges with investment, etc. have changed the dynamics of contact centers. One of the emerging shifts in the contact center industry is the increasing popularity of contactless contact centers.
The contactless contact centers have been the buzz word and if you don’t know what it is, there is nothing to worry about. Read More
How to Successfully Apply Self Service in Your Call Center?
Call center automation has been benefiting call centers. There are many call centers that have gained a lot of benefits by implementing the self-serving options made available by call center automation technologies. Adding self-serving options in a call center can bestow many benefits, but can also do the complete opposite. It may increase the frustration of people if it is not implemented strategically. In this article, we will share a quick guide, which you can follow to make sure you successfully apply self-service options in your call center. Read More
Stepwise Guide to Open a Call Center Startup
The call center business has always been in demand. These days it is evolving at a rapid rate because companies need professional customer care executives to take care of their customers and their concerns. For businesses, a more convenient option is to outsource customer care and support tasks to a call center than opening a complete call center, recruiting and managing agents, buying software like call center software, CRM solution, etc. This has opened doors of opportunities for many aspiring business owners. Read More
Turnkey Call Center Solution for Insurance Agencies
We have been offering unified communication solutions to global customers belong to diversified industry verticals. Our call center solution, DialShree is one of the best and most popular products of our company. It has been in use by many companies for many years, including, different insurance agencies. Various insurance agencies in India and other countries such as Australia, the USA, Canada, etc. use DialShree: call center solution.