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Category Archives: Cloud Call Center Software

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Call Center Solution vs. Contact Center Solution

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Call Center Solution vs. Contact Center Solution

Call center solution and contact center solutions, these two terms get used interchangeably. However, both of these terms refer to different types of software. It is necessary to understand the difference, so you can identify, which kind of solution is best for your business. In this blog, we will share the difference between both of these solutions to give you complete clarity.

Traditional vs. digital customer service

A call center solution uses a traditional approach to handle customer care and sales campaigns. Voice calling, IVR, and similar features are highly used by companies or call centers that rely on a call center solution.

A contact center solution is more inclined towards digitization. It uses digital technology and tools to cater to customer requests and sales queries. It emphasizes a client-centric approach by taking advantage of digitization using multiple communication channels.

Communication channel

The major difference between both of these solutions is the communication channels available in both of them. By default, both solutions have common call center dialer features. The primary thing which makes both of these solutions different is the number of communication channels supported by both of these solutions.

A call center solution only supports one communication channel, which is voice calls.

A contact center solution supports all available communication channels. Businesses can use as many communication channels as they want or they can add all communication channels in this call center software. If it has all communication channels to offer, then it is also referred as an omnichannel call center solution.

Omnichannel management of the queue

A business using call or contact center software can handle multiple calls or conversations in parallel. However, when there are more call or contact requests than a number of agents, then those calls and contact requests will be added to the queue. The queue is where customers wait for their turn to talk to the customer care representative.

In a call center solution, there will be a single type of queue as there is only a single mode of communication

In a contact center solution, there will be omnichannel queues. For each mode of communication, there will be a queue.

Wrapping up

A call center solution and a contact center solution are commonly used to handle customer concerns and lead generation campaigns more strategically and professionally. Both of these solutions have multiple and almost all features in common. What makes them different is the mode of communication used in these solutions.

It might sound like a small difference, but it changes the whole way of handling customers and prospects. There are many advantages of using modern modes of communication and that is why contact center solutions are gaining a lot more popularity than a call center solution.

Which is better for your business?

A contact center solution is good for all businesses, but in some cases, a call center solution can do the job. We can help you in the selection process and also provide you the software of your need. Contact us for more details.

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How Omnichannel Call Center Solution Contributes to Maintain Digital Brand Reputation?

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Call Center Solution Contribute to Maintain Digital Brand Reputation

A call center solution can be used for multiple reasons in any business. One of the most important use cases of this software in the era of digitization is to maintain a positive brand reputation. We are living in a digital era. Customers have multiple options to share their anger and defame a brand. Moreover, competitors are lurking for a single opportunity to take away your clients. Therefore, it becomes necessary to use the right tools that can help you maintain a positive reputation of your business brand on digital platforms.

An omnichannel call center solution is one of the tools that can be used by businesses to maintain their digital brand reputation. Let us share how this software can help you in all aspects.

Attend inbound leads

An omnichannel call center solution can let you attend all inbound leads more professionally. It will connect the caller to the right sales executive so all questions can be answered and the prospective client can be assisted in making the right purchase decision. Moreover, an omnichannel call center software will also support communication via WhatsApp, SMS, and live web chat. Therefore, sales executives can help customers and prospective customers to make the right purchase decisions via different communication channels. On the other hand, it helps businesses to increase sales and revenue generation. This helps in improving business brands by becoming popular brands.

Handle customer concerns

One of the biggest reasons that defame a business brand digitally is the poor post-sales experience. Your customers expect you to take responsibility to answer any questions they are facing and respond to them promptly. One of the majorly used platforms to share concerns by customers is social media. Customers share their concerns on social networking sites. As per the stats shared by different survey sites, customers expect a response from a brand within an hour. If you fail to respond to customers, then that adds fuel to their anger. This can motivate them to add more anger on social media in terms of negative comments and ratings on different platforms. Using an omnichannel call center solution can help here as well. You can integrate social media platforms within the call center software. Your customer care agents can respond to issues and concerns of customers shared on social media promptly. This also helps in better digital brand reputation management.

Collecting survey

You can collect feedback from customers to make sure your customers feel valued. The call center solution can help you run a survey effectively.

Keeping customers updated

One of the major concerns of customers is that they do not get regular updates from their brands. If there are any changes in policy, plan, or packages, then your brand should inform customers about the same in advance. For example, if you are going to change the pricing, then you should update the customer formally by running an outbound campaign.

Keeping customers connected with the brand and make them feel valued is the key to maintaining a positive business brand. An omnichannel call center solution is a great tool to help you maintain a positive digital brand reputation. We offer omnichannel call center software. Contact us for more details.

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Major Use Cases of Sticky Agent

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Use Cases of Sticky Agent

An advanced call center solution like DialShree possesses many amazing features. Each feature has multiple use cases. In this blog, we are going to share major use cases of one of the advanced features available in the call center solution, called, Sticky Agent.

What is a sticky agent?

It is an advanced call routing feature of a call center solution. It connects a caller to the same agent, every time she/he calls at the call center. As this call routing rule sticks to the same agent, it is known as “Sticky Agent”.

What are the major use cases of a sticky agent?

Many call centers use this feature in only one way. However, there are many use cases of using this feature offered by the advanced call center solution. Let me share some of the major use cases of the sticky agent feature.

To handle VIP customers

All businesses have some or a few VIP (Very Important) customers. The VIP customers can be the customers who have been paying more or using your products for a long. In a bank or similar organizations, a VIP customer is the one that maintains a good balance in the account. To retain them and to deliver an excellent customer experience, it is necessary to build a stronger relationship with them. The sticky agent feature makes sure that the customer is handled by the same agent. As an agent knows the customer very well, he can deliver quick and personalized services.

To handle leads of bigger products

Here big products do not mean heavy products, but it means expensive products such as automotive vehicles, real estate properties, etc. Cold and warm leads need to be handled by the same agent, so the customer feels connected with the person he/she is calling. It also helps in assuring that, the prospective client does not need to share his inquiry if it is a repeat call. To handle this type of case, the sticky agent can be a great feature to use.

To handle frustrated customers with repeat issue

Some customers do not get a resolution or proper guidance related to their queries. Sometimes, it happens that the resolution can take time and the customer needs to be patient. If the customer is facing similar issues and he is calling repetitively to the call center, the best option is to connect him with the same agent. This helps in reducing frustration or at least stopping the case of adding fuel to his anger.

To retain customers who are all set to switch to the competitor

Sometimes customers made up their mind to switch to your competitor. In this case, adding a senior staff and using the sticky agent feature of a call center solution can help you win the customer back. The senior agent can give an instant discount or some other options to assure that customers get the required attention and support and they do not leave your company.

If you want to use a sticky agent and many other advanced features available in the call center solution, contact us.

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Tips to Improve Call Center Efficiency

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Tips to Improve Call Center Efficiency

Call centers invest in the best call center solution, CRM software, skilled agents, experienced managers, etc. To make sure the investment in the team, software, tools, etc. gives the expected returns, the call centers need to take further actions as well. One of the areas, call centers must work is call center efficiency. Call centers need to invest time and efforts to improve efficiency because improved efficiency can boost other results as well.

In this blog, we will share some tips, which will help call centers to improve efficiency:

1. Automate as much as you can

Call center solutions can help to introduce automation in a call center. The call center must identify areas and operations, which can be automated using the features offered by its call center solution. Automation will not only improve efficiency and productivity, but it will also increase accuracy as there are no human resources involved.

2. Internal communication facility

It is possible that agents need to communicate with other agents or their supervisors. For this, it is necessary to offer a reliable communication channel. This internal communication channel needs to be fast and simple. For example, our call center solution, DialShree has an internal chat feature for agents, so agents can communicate internally in a hassle-free manner. Agents also do not need to leave the screen of the call center dialer. This helps in increasing productivity and efficiency.

3. Use the idle time of agents

In any call center, it is necessary to give breaks to agents, so they can rejuvenate themselves. However, it is also necessary for call centers to make sure there is no idle time. The first thing to do is get the best call center software, so there are no system downtimes. If your call center cannot afford to get an advanced call center software, you can also use a hosted call center solution, which will offer all advanced features at cheaper rates. The next step is to use the right work policy and features, so downtime can be minimized. For example, if your agents are staying idle because you are using the sticky agent call routing rule, you should switch the strategy. Always focus on maximizing output to improve agent productivity.

4. Add unified communication channels

Nowadays, unified communication channels really help in improving customer satisfaction. That is why many call centers already have started using an omnichannel call center solution, which supports unified communication channels. Along with increasing customer satisfaction, adding omnichannel communication also helps in improving efficiency in the call centers.

These are the top 4 tips, which you can apply to increase the efficiency of your call center. You need to make sure that your call center software supports your approaches to improve efficiency.

If you do not have a required call center solution, we can help you. We offer hosted and proprietary call center solutions. Our offered solutions can meet your requirements of increasing efficiency and help in multiple other ways. For more information, contact us.

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What to Include in Training Call Center Agents?

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Tips for Call Center Agents Training

In any call center, agents are the only people who communicate with customers. They are the face of the company and brand representative. Thus, they have to be well versed and well trained. All call centers have their own training programs. With time, call centers must update their training programs. In this blog, we will share what a call center must include in agents’ training.

1. Company information

The first thing agents need to learn in a call center is about the company. Many call centers don’t give importance to including company information on training, but it is very important. It will not only make agents more confident, but will also help them carry the value of the company. In this segment of training, call centers must include:

  • History of the company
  • Vision, mission, and values of the company
  • Major goals of the company

2. Technical training

Many agents, if they are experienced, are used to with a call center solution. However, different call center solutions may have different flow and GUI. Thus, technical training is necessary. If agents are interns or fresher, technical training becomes mandatory. In the technical training, call centers need to train agents to effectively use the following software:

  • Call center solution
  • CRM software
  • Database
  • Knowledgebase
  • And any other software used in the call center

3. Script usage training

Scripts will be given to all agents and call scripts are often precise, perfect, and clear. Still, sometimes, the message does not get conveyed to the customers. Therefore, it is necessary for call centers to have a segment of training that covers script usage. It may surprise you, but it is true and necessary. For example, if an agent usually speaks slowly or has bad accents, then the customer will not listen to the agent. Therefore, agents need the training to use a call script correctly. In this training, call centers must train agents to use:

  • Right tone so customer takes interest in listening
  • Natural dialogues so the speech does not sound robotic
  • Correct way of initiating a call with the right greetings
  • The right way to conclude the call

4. Etiquettes, soft skills, and more

The last segment of training includes other points such as etiquettes, soft skills, empathy, etc. All these are common human traits. However, not all humans have these traits, thus, agents need to be trained to behave as professionals who empathize with the concerns of customers and are skilled enough to give the resolutions. This segment of training is related to delivering an excellent customer experience on the call. Thus, it includes many important things such as:

  • Patience when customers are furious or impatient
  • Way of transferring calls
  • Keeping customers engaged
  • Not putting the call on hold for too long
  • Professionally taking supervisor on the line if conferencing is needed
  • And more

All these must be part of your call center training. If you are looking for a call center solution, contact us.

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How to Reduce Call Drop Rate in Call Centers?

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Tips to Reduce Call Drop Rate in Call Centers

In recent years, customers have become increasingly conscious of the product they purchase. Consumers want to know about a product and its functionalities in detail before they finally check out. Call centers play a major role in providing these consultation services to customers. However, a high call drop rate indicates the inefficiency of the call center solution to handle many calls which the call center receives. This can cause the call center to fall short to meet the demands of the customers and ultimately impact the sales of the product. To better tackle this problem, here are 6 ways that can help to decrease the number of dropped calls in your call center and enhance the efficiency of the call center software.

1. CRM Integration to Increase Efficiency (more…)

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What to Review for a Successful Call Center Audit?

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Call Center Audit Review Tips

Call center metrics get monitored frequently by supervisors in the call centers. They also put the required efforts to increase values of all major KPIs. On the other hand, a call center audit is a process in which third party call center experts or c-level executives of the call centers run an audit. The call center audit usually gets carried out quarterly and annually. The agenda of the call center audit is to assure that efforts and tools used in the call center are giving expected returns.

Unlike regular KPI monitoring performed by the supervisors in a call center, an audit of the call center includes reviewing crucial KPIs and data. In both cases, regular monitoring and auditing, a call center solution gets used as it gives the required information and data.

What you must review to assure the call center audit is successful:

1. Total number of calls

As the name suggests, it is checking the total number of calls handled in a call center during the selected time interval. Here, calls can be inbound, outbound, and blended calls. The total number of calls handled by agents further needs to be matched with the total number of agents you have in your call center. This helps in judging the average number of calls handled by each agent. This also shows how productive your team is.

2. First call resolution

First call resolution or first contact resolution if you are using an omnichannel call center solution (FCR) means the number of concerns that got resolved in a single attempt. It means that all of them received the resolution within the first call or contact. A higher FCR rate reflects a happy customer ratio, too.

The FCR also lets auditors judge how skilled the agents are. If your FCR ratio is higher, it means agents know the products or your offerings well and they also know how to use the call center solution and other tools given to them to get the required information for customers and deliver the required information to them.

3. Average call wrap-up time and average call talk time

Many call center auditors focus on reviewing average call handling time. That is definitely a great KPI to measure, but what is even important to measure is the time spent on the call and after the call. Bifurcation of this helps in checking if agents are working productively or not. To make it clear, average call wrap-up time is the time spent for post-call work, which can be adding disposition of the call, showing availability, switching call campaign, etc.

On the other hand, average talk time is the time spent on the call, talking with the customer. The difference and value of both help you find areas of improvement. For example, if call wrap-up time is too long, then you need to see whether agents are trained to use the call center software correctly or not.

These are the top 3 KPIs, call center auditor must monitor in the audit. The call center solution offering all the data in reports can be a great help here. We have a call center solution showing all these and many more KPIs in the reports. Contact us for more details.

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Major Call Center KPIs You Must Measure in 2023

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Important Call Center KPIs 2021

Key performance indicators are the parameters that define the performance of campaigns, agents, and the call center itself. Call centers nowadays are more conscious about the growth and development and for that improving performance is needed. Identifying the right KPIs and focusing on them can help call centers to improve performance.

In this blog, we will help you identify the right call center KPIs by briefly describing, which KPIs will be important in 2023.

1. Customer satisfaction (CSAT)

To identify the right value of this KPI, a call center needs to run a post-call survey using the survey feature available in the call center solution. In any call center, this KPI defines how good the service is. It also assures the rate of customer loyalty.

2. Calls made per agent

How many number of calls are made by each agent in an outbound call center is called calls made per agent. This KPI defines the productivity of agents and has to be focused on.

3. Abandoned call ratio

The measure of the total number of abandoned calls vs. the total number of calls made lets you count the abandoned call ratio in the call centers. The abandoned call ratio defines how many customers hung up the phone before connecting with an agent in an outbound calling campaign. This can increase call flagging as well.

4. Call drop ratio

The total number of dropped calls vs. the total number of calls joined the call queue gives the call drop ratio value. Often when it takes too long in a call queue, customers are likely to drop the call. This can increase the customer dissatisfaction ratio and also result in loss of business. Therefore focusing on this KPI is necessary, especially in customer care centers.

5. First call resolution rate (FCR)

The total number of customers that received resolution during the first call vs. the total number of concern calls received defines the first call rate. If your business focuses more on increased customer satisfaction, then focusing and improving this KPI becomes very important. Know more about FCR.

6. Average repeat call rate

The total number of repeat calls divided by the total number of calls defines the repeat call rate. It means the customers are calling repetitively with the same concern. This KPI lets you identify a hole in the process and fix it to improve client satisfaction.

7. Average call handling time

This KPI can be calculated by summing total hold time, total talk time, and total wrap-up time of agents divided by the total number of calls handled. This KPI defines the accuracy of the work of each agent. The supervisors must train the agents in their team to handle calls in minimum possible call handling time without hampering the call quality.

8. Conversion rate

The total number of converted calls divided by the total number of calls made or received defines the call conversion rate. The call conversion rate also defines the number of sales, which is why this KPI is also important to monitor and improve.

These are the top KPIs each call center must monitor and work on to improve in 2023. If you are looking for a call center solution, which lets you monitor KPIs in a hassle-free manner, contact us.

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What to Keep in Mind while Selecting Call Center Software for Collection?

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Call Center Software Selection Tips for Collection Agencies

While looking out in the market, there are many options for a call center solution available. All call center solutions will have the same basic features, but what makes them different are the advanced features or add-ons they have to offer. While you are looking for a call center solution for a collection agency, you need to be even more meticulous. Selecting yet another call center solution would result in limited features or added expenses, so it is recommended to select the right call center solution for collection agencies.

Major tips to follow while selecting a call center solution for a collection agency:

1. Look for features related to the collection

All call center solutions are developed to run sales and customer care campaigns. All collection campaigns are way different than standard customer care and sales campaigns. It needs more exclusive features for lead grouping, filtering, etc. The software may not have all the features you need, but having at least some features can be helpful. For example, even if a call center solution does not have the required features, but if there is an add-on like collection module, which can be integrated into the call center software with call center collection integration, then it can provide you the required features, which can help in improving productivity and performance.

2. Check the flexibility of the software

A majority of companies offering call center solutions also offer call center CRM integration, but to improve customer experience, it is not enough. A collection agency usually fetches data from different sources to fetch the customer history. The agent should have this information in front of him to have a more firm conversation related to the debt collection. Therefore, along with call center CRM integration, the software should also support integration with other solutions or APIs. Therefore, check whether it is flexible enough to integrate other software and APIs or not.

3. Ensure security

The collection agencies store sensitive information related to customers, their payment details, buying history, etc. All of this information has to be safe and secure. Usually, the companies offering contact center software also give recommendations to keep the software and data traversing into it safer. Therefore, checking for security options is necessary while buying a call center solution. Even if there is a paid add-on to add more advanced security mechanisms, it is worth investing.

4. Stay aware of customization cost

All collection agencies have their own set of requirements. Even if a call center solution has a collection module and other features, there can be some customization needs. For example, adding validation into certain form fields and more. Therefore, being aware of customization costs is necessary. It will help you in the selection process.

These tips have to be on your mind while looking for a call center software for collection agencies.

We offer a call center software, collection module, and some other offerings to benefit collection agencies with a reliable call center solution. For more details, contact us.

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Use Cases of Inbound Call Center Solutions

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Use Cases of Inbound Call Centers

Call center solutions are used widely by different businesses and call centers to run one or more types of campaigns. Earlier, each call center solution usually had some features, which used to allow call centers to fulfill one sort of task. For example, if it is an outbound call center solution, it would only allow making calls. However, now this is not a roadblock. A single call center solution can be used to run both, inbound and outbound calling campaigns. In addition to that, it can also be used to run blended campaigns. Agents can attend, both incoming and outgoing calls. Along with features, the use cases of call center solutions are also increased.

If you are majorly using the inbound calling features of a contact center solution, in this blog, you will get to learn about different use cases of an inbound call center solution.

1. Customer care

This is the most renowned use of an inbound call center solution. In fact, many companies and call centers buy a call center solution or use a hosted call center solution for this purpose only. If a company is offering different eCommerce products and handling customer calls to give updates related to shipping charges, product delivery date, resolving customer concerns, or if the company is a software company and offering technical support to its customers, the inbound call center solution can be used. All customer concerns and questions can be resolved by using a call center software.

2. Inbound inquiries

Many companies use this software to handle inquiries. Some businesses are so popular or running excellent digital marketing campaigns and get many inbound inquiries. Many companies still use a traditional way to handle inbound inquiries by using emails or traditional telephone or mobile phone-based conversations. However, using a call center software or an omnichannel call center solution can really be a great tool to handle inbound inquiries. This software has many features, which aid business development executives or agents to handle the calls more professionally and convincingly. Even follow-ups can be timely and proactive to convert more leads.

3. Booking services

Many businesses such as hotels, travel and tourism agencies, theaters, restaurants, bus booking companies, etc. receive multiple incoming calls for booking requests. All these businesses can use a call center solution to handle booking requests. Each call center solution has a lot of call center automation features, which even help to automate the booking operations. Only complicated cases need to be handled by the staff.

These are the top 3 use cases of an inbound call center solution. There are many more use cases of this software depending on the nature of the business.

We offer a call center software solution, which is available as a hosted or a proprietary solution. Both models get multiple features to run inbound, outbound, and blended campaigns. Our executives can share more use cases in regards to your business. Contact us for more detailed information related to call center solutions and their utilities.

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