Cloud Call Center Software - Elision Technologies

Call Centre Shrinkage Can Shrink Your ROI

Posted on October 29, 2020 - 7:03 am by Hiren Pancholi

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.

How to Become an Agent Customers Love to Talk With?

Posted on October 26, 2020 - 6:58 am by Hiren Pancholi

Tips to Become a Successful Call Center Agent

Agents are representing a call center to the customers and callers. Therefore, it is necessary for them to be sensitive and sensible besides following professional conduct. A call center solution provides many features to empower call center agents, but in the end, it is all about individual skills.

An agent deals with many people in a day and each may have different natures, language, state of mind, etc. In any situation, an agent needs to be professional as well as sensitive towards the customers and their concerns. To ensure agents perform exceptionally well, many call centers also run an after call campaign to collect feedback from the customer. Not only to become an agent that customers love to talk to and give full ratings, but also to sustain your job in this unpredictable time, it is necessary that you do the best at your job.

Unlike many other blogs, which only shares how to use a call center solution in your favor, on this blog, we will share the top 3 tips related to personality, soft skills, and communication to become the favorite of all.

1. Listening is an art

You must have read or heard this somewhere. Not everyone possesses this art, but in a call center, it is necessary. We know your call center solution is logging the time you are spending on the call, but listening to the customer is necessary. Interrupting a customer can offend or frustrate them. Therefore, until customers do not complete their issue, patiently listen.

2. Clarification before resolution

Agents need to live up to many expectations set by the call centers, but the main job is delighting customers. Therefore, completely focus on that. To keep average call time low, many agents often hurry in giving the resolution.

However, to ensure the customer frustration does not build up and you give the accurate response and resolution, it is necessary to reconfirm what you understand or just quickly summarize the long story short and give a suitable response.

3. Do not get into controversial conversations

Showing respect and listening to the customers patiently do not mean, listening blabbering. You are at work and you also need to do your best to show good performance. Call center solutions, whether a hosted call center solution or license-based, each will show reports to your managers.

Therefore, do not go off-topic. Often customers start talking about their experience with your competitors or any other agent who attended the call before you, etc. However, it is necessary that you bring the discussion on the main topic by ensuring that you are not disrespecting the customer in any way.

These are three major tips you need to keep in mind. Other than that, use your soft skills to improve your performance and become an agent that any customer would love to have a conversation with. If you are running a call center and want to get an omnichannel or hosted call center solution to empower your agents, then contact us.

Major KPIs of Collection Agency for Call Center

Posted on October 22, 2020 - 6:09 am by Hiren Pancholi

Due to increase demand and easy availability of loans, the number of collection agencies has increased. The standard tools and processes cannot meet the operational needs of these collection agencies. To save time and boost performance, collection agencies need to invest in more specific tools and processes.

For example, standard call center solutions are not enough to meet the operational needs of collection agencies. Therefore, they need to obtain a call center solution, which has customized features to let collection agencies perform their operations.

We, Elision, have developed a collection module for the users of our proprietary call center solution, namely, DialShree. We offer call center collection module integration to collection agencies, so they can use the required features without wasting time.

Similar to a call center solution, collection agencies also need to measure different KPIs to improve performance and boost business growth. In this blog, we will share major KPIs (Key Performance Indicators) to be measured and improved by the collection agencies.

1. Contact per day

This is one of the basic metrics, collection agencies need to focus on contacting as many leads as possible for the collection. Contacting more leads also indicate the productivity ratio in collection agencies. By reaching leads also signify having a clear status of the collection based on the response of the customer. In the reports section of the call center solution of the collection module, this information is usually available.

2. Right Party Contacted (RPC) rate

In a collection agency, it is necessary to get connected to the right party. Here, the right party means the person who is a debtor. If the agent cannot connect with the right party means he cannot ask about the payment. In this case, the success ratio will go down as until the agent reaches the debtor, he just cannot get the collection. Moreover, the resources get wasted. For example, auto dialers of the call center software attempt dialing a non-existing number or connecting agent with the wrong people is a complete waste of resources.

These entire facts made the RPC rate very important for collection agencies. The higher the RPC rate, the higher the success rate, collection, and popularity of the collection agency. On the other hand, the lower RPC rate means something is wrong, which works as a barrier to the success of the collection agencies.

Usually, this report is not available in the call center solution even after call center collection module integration. Therefore, you might need to invest in customizing the software to get this report.

3. Promise To Pay (PTP) rate

As the name suggests, this metric shows the success rate in terms of how many people promised to pay the EMI on time or soon. PTP rate is one of the success metrics. Therefore, for collection agencies, monitoring this metric is very important. With call center software customization, you can get the report in your call center software to check this metric.

We offer a collection module with custom features, dashboards, and reports. Contact us for more details.

Call Center CRM Integration Benefits Smart Cities

Posted on October 19, 2020 - 5:03 am by Hiren Pancholi

Call Center CRM Integration Benefits to Smart Cities

Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling.

The leading VoIP companies, which furnish the smart cities with smart city solutions like call center solution, recommend smart cities to invest in call center CRM integration services.

Integrating any feature-rich CRM solution with the call center software can provide multiple benefits. Let’s explore some of them.

As mentioned earlier, the call center solutions are used to listen to the issues, concerns, problems, confusion, and other grievances of the people of the city or tourists or anyone who wants to give feedback to the authority or a specific department of the smart city.

Read the complete case study of GMDA smart city using call center solution of Elision to improve grievance handling, here: https://www.elisiontec.com/success-stories/gmda-smartcity/

Call center CRM integration integrates the call center solution of a smart city with a CRM system. The CRM solution will definitely have more fields to store information about the caller and citizens compared to the fields available in the call center software. This is how the smart city can store more information about the caller and customers.

The call center CRM integration solution will show a popup to the executive who attends the call. This popup will be a CRM popup and it will show information about the caller if it is already stored in the system. This information can help the executive to resolve concerns quickly if it is the same concern.

Moreover, the executive can personalize the conversation using the information shown to him in the CRM popup regardless of the fact that the caller has come up with the same issue he faced last time or any other concern. This will help the caller feel valued and it can improve the trust and relationship of the citizens, tourists, and anyone who is calling to the system to connect with authority.

If the caller is calling for the first time or any information related to the caller is not stored in the system, then the executive can ask and fill the information for future reference. It means in the future whenever the same caller calls, the executive will have the information about him to deliver better and more personalized responses.

The call center CRM integration offers many other benefits as well.

We offer call center CRM integration as well as smart city solutions to all cities in the world. These smart city solutions and call center CRM integration services can also be used by the businesses. Contact us for more details.

Do’s and Don’ts of Call Centers Using Omnichannel Call Center Solution

Posted on October 15, 2020 - 7:32 am by Hiren Pancholi

Omnichannel call center solutions are benefiting many call centers. Therefore, across the globe, more than 50% of call centers or businesses use an omnichannel call center solution. There are many businesses, which take advantage of omnichannel software by using a hosted call center solution to ensure they get access to the unified communication channels.

Just buying or renting an omnichannel call center solution is not sufficient. To leverage benefits from the potential of this software, some Do’s and Don’ts need to be defined.

We are one of the leading companies offering an omnichannel call center solution to worldwide customers. Based on our experience, here we share major Do’s and Don’ts to help you leverage the benefits of this software.

Do’s

Market that you are supporting omnichannel communication:

Until your customers are informed that you are also available on WhatsApp or SMS or any other communication channels along with the phone calls, they will only call you. To make sure, you can incur returns from investment in the omnichannel call center software, you need to inform people that you are using it by marketing it on your platforms:

Website
Social media profiles
IVR prompts
Music on Hold (MoH) prompt

Train your agents to be multitalented

Hiring multiple agents dedicated to different communication channels might be a waste of money as you need to pay salaries and there might not be a rush on all unified communication channels all the time. Therefore, you need to train your agents to be active on multiple communication channels. For example, someone handling WhatsApp communication can also handle emails and/or SMS. Likewise, someone who handles incoming calls can also handle outbound calls.

Regularly monitor performance

When you adopt an omnichannel call center solution, it is necessary to monitor the performance to take the required actions to increase the benefits and outcomes. To improve performance, monitor the following:

Live dashboards
Standard reports
Graphical reports

Don’ts

Do not impose the use of a specific channel

Many businesses impose the use of their preferences on their customers, which is definitely not something they would like. If your customers are habitual of calling for the support, they are likely to do the same. Therefore, you need to encourage and convince them to use all or their preferred communication channels, but playing a message like, “All our customers are catered only via WhatsApp and live chat” would be a mistake. This would make customers angry and more likely to leave.

All agents cannot be multitasking

Everyone is not equally talented and you need to remember that. Training your agents to be multitasking is a good move, but all agents cannot perform that way. Therefore, aligning with this kind of agents and take the required actions such as:

Putting them to manage a single type of communication
Given allurements to improve their performances

We offer one of the best omnichannel call center solutions and we also provide tips and suggestions to empower our clients. For more details, contact us.

How Cloud Call Center Solutions Aid You Grow Your Business?

Posted on October 12, 2020 - 7:29 am by Hiren Pancholi

Cloud call center solutions are gaining massive popularity for all the right reasons. The COVID 19 pandemic has given a boost to the adoption of a cloud call center solution. Whether you are a large call center or if you are a small business, using a cloud call center solution can benefit your business. In this blog, we will share how it benefits the business.

What is a cloud call center solution?

To make it simplified, in simple words, a call center software hosted on the cloud platform such as Amazon Web Server (AWS) is called a cloud call center solution. To make the definition more precise, you need to understand one thing. Just by hosting a call center solution on the cloud cannot give the benefits of the cloud and the software. For that, multiple added steps need to be taken related to software configuration and cloud space optimization, which the experts know.

A cloud call center solution can be an open-source or a third-party solution.

What are the benefits of a cloud call center solution?

As the title of this blog reads, cloud call center solutions aid businesses. Let’s explore the top 4 benefits of cloud call center solution.

1. Quickly get started

Unlike the traditional way of hosting a call center solution on business premises, the cloud call center solution gives the benefits of a reduced time to market. It means a business does not need to wait to get the servers, wiring, and other hardware to let it gets installed. The cloud call center solution gets installed within a few hours. The added configurations and optimization would take a day or two. It makes it the best option for people who like instant results.

2. Use it from anywhere

A cloud call center solution can be used from anywhere in the world and that, too, completely securely. This makes it popular among call centers or companies that invest in international talents and market. As it is a perfect solution to run remote or virtual call centers. The world novel COVID 19 pandemic has given a boost to the adoption of this software.

A majority of companies offering a hosted call center solution use the cloud solution to leverage the abundance of benefits offered by this type of solution, including, remote access.

3. Enjoy scalability benefits

No other call center software can give flexibility and scalability benefits as a cloud call center solution does. It is extremely scalable and quick to scale up as well. For example, if you need to increase the number of seats or want to add new features, it can be performed within a day.

4. Leverage cost benefits

Each business aims to increase the cost benefits of cutting expenses and/or increasing revenues. A cloud call center solution lets businesses leverage both benefits. By reducing the expenses related to hardware, physical office, and many other things, the cloud call center software lets businesses save money. It also improves performance and productivity to bestow increased revenues.

There are many more benefits of using a cloud call center solution. Contact us to know more about it.

Difference between Call Center CRM Integration and CRM Call Center Integration

Posted on October 8, 2020 - 8:26 am by Hiren Pancholi

Call Center CRM Integration vs. CRM Call Center Integration

Call center solutions and CRM software are widely in use. An effective way of using these two solutions is by using an integrated solution. The integration lets your team members use the major features of both of these solutions and some added features within a single window. In technical terms, it is known as Single Sign-On functionality.

Call center CRM integration and CRM call center integration, both terms may seem similar, but both are different. Many people use these terms interchangeably as well. To clarify the difference between both, in this blog, we will share more details about the difference between both of these terms.

1. Call center CRM integration

This term means integrating a CRM solution into the call center software. Once call center CRM integration is completed, the agents or your business executives can see the information of customers in the call center software during a live call. This information gets fetched from your CRM system.

If during a live call, the agent needs to make any changes in the data of the customer, he can make those changes without leaving the call center dialer window. Once the call gets ended, each change in the customer record gets stored in the CRM solution.

2. CRM call center integration

This term implies integrating a call center solution into the CRM software. It means major features of call center dialer are made available within your customer relationship management solution. Once the call center solution gets integrated into the CRM software with the CRM call center integration process, your agents can access a call center dialer within your CRM solution. This call center dialer is called a call center widget in technical terms. Moreover, your agents receive multiple features as briefed below:

Click to call: A button beside the number of customers in each customer record gets added. The agents can click on that button to call the customer on that number.
Call center widget: As soon as the customer attends the call, a call center dialer pops up in the CRM system, which is known as the call center widget. It will have the primary features of a call center dialer software such as:
- Call hold and pickup
- Call mute and un-mute
- Call transfer
- And more
After the call completion, agents can also add a disposition, which will be stored in the call center solution.

Similarities between Call Center CRM Integration VS CRM Call Center Integration

Both of these integrated models also have some similarities or similar features as mentioned below:

New exported or added customer record can be pushed to another system
Any changes made in the records will be auto-saved in both systems
Call logs and changelogs will be made available. The changelogs give detailed information on who made which changes
You can use both systems independently as well if needed

Conclusion

Call center CRM integration and CRM call center integration, both are beneficial. One needs to choose the one based on the use of the systems. To get help for integration or selecting the right integration method, contact us.

How Hosted Call Center Solution Empowers Call Center Industry?

Posted on October 5, 2020 - 12:06 pm by Hiren Pancholi

Customers are shifting towards digital platforms to ask their queries to aid in buying decisions or to get the resolution of their concerns. They need a quick response and rapid resolution. This has uplifted the call center industry by providing a plethora of opportunities.

Many companies have started outsourcing customer support and lead generation operations to call centers. To meet the demands of the modern customer base and to deliver expected results, the companies outsource their customer care project to call centers. A call center needs a reliable call center solution.

Hosted call center solution has proved itself as a savior as it lets call centers make more profits and bestow many more benefits. In this blog, you will learn how a hosted call center solution empowers the call center industry.

1. Lower cost

A hosted call center solution is quite cheaper compared to other proprietary call center software solutions. Also, you will get a cloud call center solution, but at cost-effective rates. Some hosted call center solution providers such as Elision Technologies Pvt. Ltd offers this software with a simple pricing model. Moreover, one can choose to pay monthly or annually without signing any long term contracts.

All a call center needs to have is a system and headphones for calls. If you choose to have a virtual call center, as a hosted software can be accessed remotely as well, a call center needs nothing at its end. Software maintenance will be handled by the provider. It means the total cost of the software would be greatly minimized, which empowers call centers

2. Higher flexibility

A hosted call center solution usually is a cloud call center solution. Therefore, it is way more scalable than an on-premises call center solution. Some companies, which offer SaaS call center services give the flexibility of increasing or reducing the number of seats as and when needed. Moreover, the ‘Pay as You Go’ model adds the icing on the cake. These flexibilities are not possible with the standard proprietary call center solution.

3. Greater features

The hosted call center software is way cheaper than a third party call center software, but it offers many features at this cost. In fact, often it has advanced features, which are not accessible in the standard call center solution until and unless you buy the highest package of the software.

Along with all advanced features, a call center also receives a mini CRM integrated within the call center software. This helps in assuring that you do not need to invest in call center CRM integration to see additional information. Moreover, you can also add unified communication channels using an omnichannel call center solution to leverage excellent benefits.

Hosted call center software solution is built to cater to growing call centers and startups to let them concentrate on success and service enhancement, while the software is managed by the provider. We offer both, proprietary call center solution and a hosted call center solution. If you want to know more about these solutions or want to acquire any to empower your business, contact us.

How DialShree Is Better than Open Source Call Center Solutions?

Posted on October 1, 2020 - 8:47 am by Hiren Pancholi

DialShree Is Better Than Open Source Call Center Software

Call center solution has become predestined nowadays. Almost all businesses use it to handle one or more operations. In the market, there are many available options to choose from when a business decides to switch to or buy a new call center solution. Many people get inclined to use an open source call center solution such as VICIDial over any other option. However, for many reasons DialShree, one of the best call center solutions, is an ideal choice over any open source call center software.

In this article, we will share what makes DialShree an ideal choice over any open source call center solutions:

1. Unified communication channels

Unified communication means using all major communication channels to connect with a customer or a prospect. A call center solution that supports all unified communication channels is known as an omnichannel call center solution. DialShree is an omnichannel call center solution. It supports all modern and standard communication modes such as:

Voice calls
WhatsApp
Live chat
Facebook
Twitter
SMS
Email
Fax

The open source call center solutions cannot support these communication channels. For example, VICIDial customization can let businesses add new features, but all communication channels are not supported by this software. If a business invests in custom development to add these channels into an open source solution, then it would be really expensive compared to DialShree, which offers omnichannel contact center software at affordable rates.

2. Secure remote operations

DialShree offers a mobile app, which lets agents work from anywhere, at any time. Also, it offers a secure access call center solution via this mobile app. DialShree also has a Remote Agent module, which enables agents to work remotely in any circumstances.

On the other hand, open source call center solutions do not have a mobile app. They can only be used via VPN if remote access is needed. There are many concerns related to VPN access, which make it an unreliable option to use a call center solution remotely.

3. Affordable Rates

Many people choose open source call center software because those are available for free. However, if you would consider the cost of installation, customization, custom development, API integration, white labeling, etc., it would be a figure almost similar to the cost of the DialShree standard package. Moreover, DialShree is also available as a hosted call center solution. It makes it even more affordable for low budget businesses.

4. Other benefits

DialShree offers many benefits to its users. Some of the major benefits of DialShree call center solution over open source call center software are listed below:

Advanced features
Continuous development and innovations
One year free support service
Affordable packages
Upcoming features based on AI (Artificial Intelligence)
Large and diversified portfolio
And many more

In multiple ways, DialShree is an ideal call center solution compared to any other open source call center software. Contact us to know more about this software and to have a free demo.

How the Cloud Call Center Simplifies Call Center Management?

Posted on September 24, 2020 - 6:15 am by Hiren Pancholi

In the past decade, many revolutionary changes took place in the call center software industry. From integrating many powerful communication channels into the software to making it more powerful with call center CRM integration, there are many innovations that happened to empower various industries and call centers. One of the most amazing innovations is the cloud call center solution. It empowers call centers notably, by simplifying call center management.

What is a cloud call center?

A call center, which uses a cloud call center solution to run its inbound, outbound, and blended calling campaigns, is known as a cloud call center. A cloud call center can use any standard or advanced call center software. The only yet major difference is it gets installed on the cloud space instead of on-premises servers.

How cloud call center simplifies call center management?

The simple answer is by using a cloud call center solution.

To understand how it happens, let’s check the major benefits of cloud call center solution, which contribute to the simplified call center management.

1. Swift setup

Unlike on-premises call center software, cloud call center solution does not need heavy servers, physical office space, wiring, and other hardware to install a call center software. It gets installed on the cloud space. As the name suggests, it is lightweight and it does not need a physical server. Therefore, the installation and setup of the call center solution are extremely fast and hassle-free.

This characteristic makes sure the operations related to call center management do not involve any additional efforts to manage and maintain heavy hardware or server.

2. Remote access

One of the major advantages of a cloud system is that it can be accessed remotely from anywhere, at any time. This enables call centers to run operations remotely by working in a virtual environment. The cloud call center solutions are not only remotely accessible, but also securely accessible from remote locations.

3. Low installation cost

As mentioned in the above two points, cloud call center software does not use any excess hardware or set up. This lowers the cost otherwise needs to be invested in buying and maintaining hardware, physical servers, etc. Furthermore, if a call center chooses to operate from a remote location, then it further reduces the cost of maintenance and management of computer systems, headphones, internet, LAN cables, and other additional hardware. Their cost gets eliminated completely. The saved money can be used in the more efficient management of the call center. Also, the hardware and software make call center management swift.

4. Highly scalable

A majority of call center solutions are scalable, but this is even ahead of them. It is not only scalable, but highly scalable. It lets call centers upgrade the capacity or number of agent seats within a few hours instead of some days as in the case of on-premises call center software.

These are four major advantages of cloud call center solutions, which contribute to the simplified management of call centers. We offer a cloud call center solution and an on-premises call center software. For more details, contact us.

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